Veelgestelde vragen (FAQ)
1. Place order
Here you will find all the information about placing your order at xoxo Wildhearts.
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 service@xoxowildhearts.com. 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 service@xoxowildhearts.com. 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 service@xoxowildhearts.com 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
Here you will find all information about the shipping and delivery of your order at xoxo Wildhearts.
2.1 When will my order be delivered?
Orders in the U.K. (sent via Royal Mail) will be delivered within two to four working days.
Orders in the Netherlands (sent via PostNL) will be delivered within one to two working days.
Orders in Belgium (sent via Bpost) will be delivered within one to three 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 and Belgium free of charge via our delivery partners, PostNL and Bpost.
Orders to the U.K. (Royal Mail) will be shipped free of charge above £ 25, otherwise a charge of £1,99 is applied for shipping.
Orders to Sweden will be shipped free of charge above 300 kr, otherwise a charge of 24 kr 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 service@xoxowildhearts.com.
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. Returns
Here you will find all information about the return policy of xoxo Wildhearts.
3.1 What is your return policy?
We’re sorry to hear that you’re not satisfied with your order, but returning it is no problem. You can return your order within 30 days. You will receive a full refund via your chosen payment method. Please ensure the item(s) are unused and undamaged when packaged.
Personalised cases CANNOT be returned or exchanged.
You can easily and quickly create your return via our return form.
The costs for returns are at your own expense unless you choose a voucher (10% extra value!) or product exchange. The risk of the return shipment getting lost is on you. We therefore recommend sending the return insured to ensure you are covered in case the order gets lost in the mail.
Is your product damaged or incorrectly delivered? That’s certainly not our intention! You can report this by filling out the return form.
3.2 Can I also exchange an item?
Did you order something but prefer to receive something else? That’s also possible! You can indicate this within 30 days via the return form.
Please note! Personalised cases CANNOT be exchanged or returned!
3.3 Has my return been received?
We expect to receive your return within 7-10 business days at our warehouse. There may sometimes be delays with our delivery partners.
Once we have received your return, we will immediately notify you via a confirmation email. After this confirmation email, we will refund the purchase amount within 5 business days using the same method as you paid for the order.
Depending on your bank, the refund time may vary. If you paid via PayPal, Klarna, or AfterPay, your invoice will be adjusted accordingly through PayPal, Klarna, or AfterPay.
4. Problem with the order
Here you will find all the information you need if you have problems with your 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 service@xoxowildhearts.com.
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 service@xoxowildhearts.com 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 service@xoxowildhearts.com.
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 service@xoxowildhearts.com.
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 phone case?
A phone case is a practical item and over time it can discolour, but with our tips, this will happen much less quickly!
Tip 1: Stay away from alcohol
Keep the case away from paint, perfume, or anything containing alcohol. This can damage the phone case!
Tip 2: Watch out for dyes
Makeup, oil, dyes, and denim aren't good for the case either. Some stains are easy to remove, but others are harder to remove. A new, dark pair of jeans, for example, isn't good for a silicone case.
Tip 3: Be careful with sunlight
It's also important not to leave the case in direct sunlight or heat for hours, as this can cause the case to discolor more quickly.
Do you have any questions?
Please feel free to contact us via the contact form!
