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Frequently Asked Questions

1. Place order

1.1 How do I place an order?

Payment can be done quickly, easily, and safely through different payment methods, or you can transfer the order amount via bank transfer.

1.2 I have entered a wrong delivery address, what should I do now?

No worries! It is important to contact our customer service directly by emailing to If your order has not yet been sent by our Wildheartbabes in the warehouse, we can still change your address details before shipping out your order. 

Has your order already been shipped out? Then unfortunately we can't change the address anymore. If the address is valid, please contact the occupants of the address to retrieve your order. If the address is invalid the order will be undeliverable, and it will be shipped bac to us. As soon as we have received it, we will immediately send it your way (of course with the correct address details!). We will immediately inform you if we have received the order at our head office.

1.3 I’ve ordered the wrong product(s), what should I do?

Contact our customer service directly by emailing If your order has not yet been shipped out, we can swap your product(s) before shipping. Has it already been shipped? Refer to section 3.2 where we explain the exchange procedure.

Only found out you’ve ordered the wrong items once they arrived? No problem at all, refer to section 3.2 to exchange your order!

1.4 I’ve just ordered, but received no confirmation email, what should I do?

Please check if the order confirmation mail is in your spam folder. If you’ve not received any email at all, please contact so we can track down whether your order was placed successfully.

1.5 What happens to my personal information?

Your data is only used for processing and shipping your order. Your information will never be provided to third parties at all. Please refer to our Privacy Policy for more information about your personal details.

2. Shipping & Delivery

2.1 When will my order be delivered?

- Orders in the Netherlands (sent via PostNL) will be delivered within one to three working days. 

- Orders in Belgium (sent via Bpost) will be delivered within three to four working days. 

- Orders in the U.K. (sent via Royal Mail) will be delivered within two to four working days.

Most orders will go straight into your mailbox, so no need to stay at home to receive the parcel.

2.2 What are the shipping costs?

- We ship all orders in the Netherlands free of charge via our delivery partner, PostNL. 

- Orders to the U.K. will be shipped free of charge above £ 25, otherwise a charge of £1,99 is applied for shipping. 

- Orders to other European countries will be shipped free of charge above € 25, otherwise a charge of €1,99 is applied for shipping.

2.3 How is my order packaged?

We ship most orders in a protected envelope. Larger orders are sent in a letterbox parcel, in which case your package can still fit through your mail slot. 

If something has become defective during shipping, please contact our customer service by emailing

2.4 Can I track my order?

A tracking link to track your order will be provided via email once your order has been shipped.

2.5 Do I have to stay at home to receive my order?

Your order will be delivered via letterbox parcels by our delivery partner, so you don't have to be at home to be able to receive your order.

3. Return

3.1 What is your return policy?

You can return your order within 30 days. You can choose for an exchange or a refund, please refer to section 3.2 for exchange information. 

If you want to return your item for a refund, you will receive the full order amount, via the payment method you have chosen. Make sure that you pack the item (s) unused and undamaged. Personalized covers can not returned or exchanged.

Registration of returns:

  1. Register your return here: Return
  2. Enter your order number and e-mail
  3. Choose which product (s) you want to return
  4. Mark the reason and add images if necessary 
  5. Choose whether you want to exchange the order or whether you want the order amount to be refunded. Do you want to swap? Then indicate in the text box which product (s) you want to receive
  6. Then choose the shipping option and then "send a return request"
  7. We check your return request and approve it or off. If it has been approved, you will receive an email with further information on how you can return your order

The costs for returns are for your own account, unless you choose to exchange your order. You can send the return shipment by letterbox post. Please note that we are not accountable for lost parcels during the return process.

Has your product been damaged or delivered incorrectly, and do you wish to return it? Contact our customer service as soon as possible to email us to the customer service  service@xoxowildhearts.comWe will then solve the problem immediately. Of course you don't have to pay for the return costs in case of a damaged item.

3.2 Can I also exchange products?

Have you ordered something, but would you prefer to receive something else? You can exchange your order within 30 days. Perform the above steps to return the product(s) and choose the "Exchange" option. It is important to clearly state in the text box for which product(s) you want to exchange your items for. This way, your exchange can be shipped out as soon as we receive your return.

Please note that customized products can NOT be exchanged or returned.

3.3 I’ve returned my item, have you received it?

Once you’ve shipped your return, we expect to receive and process your return within 5 working days. As soon as we have received your return, we will notify you via a confirmation email. We will refund the purchase amount within 5 working days, using the payment method that was used to place the order.

It can differ per bank how quickly the purchase amount is back in your account. Did you pay via PayPal, Klarna or AfterPay? Then your invoice will be adjusted via PayPal, Klarna or AfterPay.

4. Problem with the order

4.1 I have received the wrong product(s), what do I do?

We apologize for the mistake. Contact our customer service team as soon as possible by emailing They are ready for you and will solve the problem for you immediately.

4.2 My received product looks different than on the website. How is that possible?

We do our best to display all products truthfully on the website. Sometimes the image may differ slightly. If you’re unhappy, please contact us via so we can resolve your issue.

4.3 I have received a damaged product. What now?

We apologize for the inconvenience.  Please contact customer service as soon as possible via If possible, attach an image of the damaged item(s) in your email, so we can assess the situation and find a swift solution.

4.4 My order was incomplete. What should I do now?

We apologise for the mistake. Make sure you contact our customer service directly by emailing We will have the missing item(s) shipped out to you as soon as possible, free of charge.

5. How do I take care of my xoxo Wildhearts Case?

To enjoy your phone case for as long as possible, we have noted a number of tips below:

  • Keep the case away from make-up, perfume or anything that contains alcohol. This can cause damage to the phonecase!
  • Oils, dyes, and denim are also not good for the case. For example, putting your phone in your brand new denim jeans’ pockets could potentially stain the case.
  • Keep the case out of hot and direct sunlight for extended periods, as this could potentially discolour the case.


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