RETURNS & REFUNDS

Cancellations

If you need to cancel an order for any reason, a cancel request must be submitted within 1hr from the purchase time. After an hour has passed, we will have begun the initiation of the production process.

Returns

To qualify for a return, items must be in their original condition—unworn, unused, with tags attached, and in original packaging. Any signs of wear or damage will void eligibility. Customers must contact us within 3 days of delivery with their order number, visuals of item(s) and delivery address to request a return. Once approved, returns are eligible for store credit only; no refunds are issued under any circumstances due to payment processor chargeback fees. Approved returns must be in transit within 5 days of the original delivery date.


Returns Address: 1349 W Peachtree Street NE, Suite 1910-376, Atlanta, GA 30309

***We are not responsible for your item(s) if you mistakenly send a return to the incorrect address


Return requests made after 3 days from the delivery date will automatically be disregarded.


To initiate a return, please email us at inquiry@xclujohn.com. Once your request has been reviewed and approved, we’ll provide a return shipping label along with detailed instructions on how and where to send your item. Please note that any items sent without prior authorization will not be accepted.

If the return is due to customer error, such as ordering the wrong item or size (as we have a clear size chart) or no reason— the customer is responsible for return shipping costs and a $20 restocking fee, which helps us manage inventory and order flow efficiently.


However, if the return is the result of an error on our part (e.g., we sent out the wrong item or size), the restocking fee will be waived. In addition to correcting the issue and sending the proper item(s), you’ll also receive a $20 store credit as a courtesy for the inconvenience.

For any questions or concerns about the return process, don’t hesitate to reach out to us at inquiry@xclujohn.com — we’re happy to assist.


Damages and issues
Please inspect your order promptly upon delivery and contact us within 48 hours if you receive an item that is incorrect, defective, or damaged. To ensure we can properly assess and resolve the issue, clear photographic evidence must be provided.

All items undergo a thorough quality control inspection before being shipped, so it is extremely rare for a damaged or defective product to leave our atelier. For this reason, claims submitted after 48 hours of delivery may not be eligible for review, as we cannot verify the condition of the item once it has been in your possession for an extended period.

Thank you for understanding and helping us maintain a fair and honest process for both parties.

 

Exceptions/ Non-returnable items
Certain types of items cannot be returned, such as garments that leveraged the complimentary bespoke service, tailored items, couture and underwear/hosiery, regardless of situation. 

Unfortunately, we also cannot accept returns on sample items or gift cards.


Size Exchanges
If you ordered the wrong size, no worries — we can fix that. Please email us with “Size Exchange NEEDED” as the subject line, and our team will respond within 72 hours.

To streamline the process, be sure to include the following in your email:

 

  • The size you originally ordered
  • The size you'd like to exchange it for
  • Clear photos/videos showing the garment is unworn, in original condition, and still has all tags attached

 

Once approved, the customer may ship the piece(s) back. The customer is responsible for return shipping costs, as our size chart is precise. As soon as we receive the item, we’ll begin processing your exchange and ship the correct size once it's ready.


EXCHANGES ARE NOT APPLICABLE FOR GARMENTS THAT LEVERAGED OUR COMPLIMENTARY BESPOKE SERVICE


Refunds/ Store Credit
We do not provide refunds under any circumstances due to astronomically high chargeback fees via payment processors. However, we do provide store credit. We will notify you once we’ve received and inspected your return and let you know if the return was approved. If approved, you’ll be sent an XclúJohn e-gift card to the email that was used when the purchase was made. Please understand that this is a process and may take up to 7 business days to execute.