Please note that all orders which have already been processed and/or completed are already non-refundable or exchangeable.  

We provide the measurements on each product description and clients are expected to measure and select their accurate size before placing an order.

Should you receive a wrong and/or defective item, please reach out to us within 5 days of reported delivery. Otherwise, exchange shall no longer be allowed.

Note that exchanges due to the circumstances outlined below are strictly not allowed and will not be honored: 

1. Due to change of mind.
2. Items were purchased on sale or on promotion.
   
3. Items were not purchased through our website.
4. Customized orders.
5. Late arrival of parcel due to delay on courier’s end.
6. Items have already been worn, altered or used.
7. If the defect is due to mishandling on the part of the buyer (e.g. due to wear and tear, disregarding the jewelry care guide, item was scratched or knocked).
8. Due to wrong color, size or length selected.

THE EXCHANGE PROCESS

1. Contact us via our email (@xoxogladly.com) within 5 days of reported delivery. 
2. Please indicate the following on your email:

• order number
• name
• clear photo of the item
• video proof while opening the parcel
• brief explanation of the matter

3. Once your request has been approved, kindly mail your item(s) back to us (generally, shipping fee should be shouldered by the buyer unless we are at fault). Please ensure that the contents of the package are in their original condition. It should be unworn, unaltered, still with its jewellery tag and in its original packaging.

4. Upon receiving your returned item, kindly allow us 7 working days to process the exchange.

Kindly note that exchanges are subject for approval of the team.

We reserve the right to refuse exchange requests for item(s) that aren’t covered by the exchange policy.