Refund policy


I am happy to accept returns for store credit or an exchange. Items must be in original condition and returned within fourteen days of receiving the package. Custom orders and sale items are final sales. All returns must be pre-authorized via email. 

Return shipping is the responsibility of the customer and XIMENAFERRE is not responsible for packages lost in the mail. Please make sure you use a traceable shipping method to ensure it arrives.

To start a return, please email us at with "return request" in the subject line. Please note that returns will need to be sent to Auckland, New Zealand. Items sent back to us without first requesting a return will not be accepted. 

Return Shipping Address:

2 Douglas Road
Auckland 1024
New Zealand

If items arrive damaged or broken we will replace the items, free of charge. If you are requesting an exchange for a different item you will be charged for return shipping and any additional amount if your new item is more than the original piece ordered.

Unfortunately, we cannot accept returns on sale items or custom orders.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Shipping charges cannot be refunded.