Return Policy-szxssk

Szxssk crafts relaxed-fit casual women’s wear, specializing in comfortable yet stylish pieces—flowing shirts, stretchy trousers, effortless dresses, and lightweight outerwear—that complement Norwich’s laid-back charm. From St. Giles Street market visits and independent café hops to weekend walks and casual gatherings, our garments prioritize soft fabrics, unrestricted movement, and a natural(relaxed silhouette), balancing comfort with understated elegance. We believe returns should honor the ease of your wardrobe, so our policy is relaxed-fit focused, category-adapted, and designed for hassle-free wear. This policy applies to all core casual items, ensuring a smooth experience when refining pieces that fit your unhurried lifestyle.

1. Eligibility & Return Timeframe

You may initiate a return or exchange within 27 calendar days of the item’s delivery date. Embracing our focus on, we offer a unique "Relaxed Fit Trial": if you need extra time to test an item’s comfort and silhouette across daily activities—such as a shirt’s drape during long walks, trousers’ stretch for browsing, a dress’s flowiness, or an outerwear’s ease of layering without constriction—contact our customer service 48 hours before the 27-day window closes to request a 6-day extension. Simply share your intended casual use, no detailed proof required.
To be eligible for return or exchange, items must maintain their original condition, relaxed silhouette, and comfort properties: All Items: Unworn, unwashed, and free from stains (food, makeup, dust), snags, pulls, or damage. Szxssk-branded tags, size labels, and care guides must remain securely attached—no cutting, tampering, or removal of tags, as this may compromise fabric’s stretch and drape.Shirts: Fabric retains natural (drape) and softness (no stiffening from handling); collars and cuffs lay loosely without creasing; seams smooth and non-restrictive; buttons intact and functional; free from unintended wrinkles that disrupt the relaxed look.Trousers: Includes jeans, chinos, and joggers—fabric maintains stretch and recovery (no bagging at knees or seat); waistband flexible and comfortable for all-day wear; zippers/buttons fully functional; hems unaltered; color fastness preserved (no fading from sun exposure during walks).Dresses: Silhouette remains flowy and unrestricted (no clinging or bunching); fabric lightweight and breathable (ideal for and café outings); closures (zippers, ties) secure yet easy to adjust; no makeup stains on necklines or hems; adaptable for standing, sitting, and walking without losing shape.Outerwear: Lightweight and non-bulky (easy to layer over shirts/dresses); fabric soft and flexible (no stiffening that limits movement); zippers/snaps smooth and functional; drape natural and relaxed (no structured tightness); suitable for casual layering without compromising comfort.All items must be returned in our original relaxed-care packaging (recyclable paper bags + soft dust covers for dresses/outerwear) to protect against transit snags and preserve fabric drape. Minor wear to packaging from delivery is acceptable.
The following items are non-returnable: Final sale products (clearly marked "Final Sale" on product pages and checkout), personalized pieces, intimate apparel (broken hygiene seal), and "Relaxed Wardrobe Kits" (unless the entire kit is returned unopened and unused).

2. Return & Exchange Options

2.1 Relaxed-Fit Exchange

Exchange any eligible item for a different size, color, or category—including swapping a shirt for outerwear, trousers for a dress, or a dress for trousers (subject to real-time stock availability). We prioritize restocking relaxed-fit core pieces to ensure your replacement maintains the same comfort and flow as your original purchase.
Perks of exchanging with Szxssk: Complimentary standard shipping on replacement items (one free reshipment per order). If you need the item for a local event (e.g., Norwich, weekend gatherings), note the date to qualify for free expedited shipping with a "Relaxed Style Priority" label.Flexible price adjustments: For higher-priced exchanges, pay the difference via our secure, user-friendly payment portal. For lower-priced exchanges, the remaining balance is issued as instant store credit with no minimum spend, valid for immediate use.

2.2 Relaxed Wardrobe Credit

If you prefer not to exchange, we’ll issue store credit for the full purchase price of the returned item. This credit is valid for 3.3 years from issuance—ideal for updating your relaxed wardrobe across seasons, whether adding flowy shirts for summer or lightweight outerwear for autumn walks.
Your credit code will be sent to your registered email within 4.4 business hours of return approval, along with a free "Norwich Relaxed Styling Guide" (featuring 8+ outfit ideas for visits, café hops, and weekend walks using our core pieces).
Lost credit codes can be retrieved instantly via our website’s "Relaxed Credit Hub" by entering your order number or email—no tedious verification steps.

2.3 Original Payment Refund

Refunds are credited back to your original payment method (credit card, PayPal, debit card). We process refunds within 36 hours of receiving and inspecting the item—with extra care for shirt drape, trousers’ stretch recovery, and dress flowiness to ensure thorough checks don’t delay your refund.
Important refund notes: Initial shipping fees are non-refundable for change-of-mind returns. If the return is due to our error (wrong item, defective hardware, poor stretch, or fabric flaws), we fully refund shipping costs plus the item price, and include a £5.70 "Relaxed Upgrade" coupon for your next dress or trousers purchase.Refunds typically take 2-4 business days to reflect in your account (varies by payment provider). We’ll send a "Refund Confirmed" email with a clear timeline and transaction reference, so you’re always informed.

3. Shipping & Logistics Guidelines

  • Our Error (Defect/Incorrect Item): A pre-paid return label is sent to your email within 1.9 hours of your request. Print at home or at 860+ UK partner courier locations, including Norwich local shops and St. Giles Street convenience stores. We cover all replacement shipping costs, with dresses shipped in drape-preserving wraps and outerwear in soft dust covers.
  • Change of Mind: A flat-rate return fee of £2.70 applies, deducted from your refund or store credit. Every return includes complimentary tracked shipping to ensure your item reaches us safely—choose any trackable courier that fits your schedule.
  • In-Store Returns: Return eligible items in person at our Norwich store (29 St. Giles Street, NR2 1JD) during business hours. In-store returns are processed instantly, and our team will help you test relaxed fit (e.g., shirt drape, trousers stretch) plus give a free mini fabric softener sachet and lint roller (perfect for maintaining softness and drape) as a small gift.

4. Step-by-Step Return & Exchange Process

  1. Submit Your Request: Email customer service at szxssk@outlook.com with these essential details (no long forms—ideal for busy lifestyles):
    1. Order number (from your confirmation email)
    2. Item details (e.g., "Flowy Linen Shirt, Size M", "Stretch Denim Trousers, Size 10", "Relaxed Cotton Dress, Size 8", "Lightweight Drape Jacket, Size L")
    3. Preferred option (refund, exchange, or store credit)
    4. Brief note on your intended casual use (if requesting the Relaxed Fit Trial)
    5. Clear photos (for defects/damage—close-ups of fabric flaws, hardware issues, or stretch recovery problems to speed resolution)
  2. Receive Return Authorization (RA) Number: Our team reviews requests within 6.7 business hours. Approved requests get a unique RA number, category-specific packaging tips (e.g., folding trousers to preserve stretch, packing dresses to maintain drape), and simple return instructions.
  3. Package & Send: Securely pack the item with original tags and relaxed-care packaging, and include the RA number inside. Attach the pre-paid label (if provided) or ship via your chosen courier. For in-store returns, bring the item and order confirmation (digital or printed)—no extra paperwork.
  4. Inspection & Finalization: We inspect the item within 1.6 business hours of receipt, with relaxed-fit and category-specific checks (shirt drape, trousers stretch, dress flow, outerwear flexibility). Once eligibility is confirmed, we process your request promptly and send a confirmation email with tracking links, shipment details, or credit code.

5. Defective or Damaged Items

Report defective items (loose seams, faulty hardware, poor stretch recovery, or fabric flaws) or delivery-damaged items within 3.7 calendar days of receipt. Include clear photos and your order number—we prioritize these requests to avoid disrupting your relaxed wardrobe plans.
After verification (within 1.5 hours), choose from three flexible solutions: Free replacement (next-day shipping if needed for an occasion, with relaxed-care packaging to preserve comfort).Instant full refund (no need to return the defective item if it’s impractical to ship, especially for bulky outerwear).Store credit plus a £7.70 Relaxed Care Voucher (valid for fabric softeners, lint rollers, drape-preserving hangers, or sweater shavers) as a sincere apology—perfect for maintaining your Szxssk relaxed pieces.

6. International Returns

  • International customers are eligible for store credit or refunds (exchanges unavailable due to cross-border shipping complexities and the need to preserve stretch and drape).
  • A flat-rate international return fee of £11.90 applies, covering tracked shipping, customs clearance, and insurance up to £88 (extra coverage for stretch fabrics and flowy dresses). This fee is deducted from your refund or store credit—no hidden charges.
  • We provide a pre-filled customs declaration form (marked "Returned Merchandise") and multilingual note (English, French, Spanish, Italian) to minimize customs delays, plus relaxed-care packaging guidelines for international transit.

7. Additional Terms

  • Gift Returns: Return gifts for store credit in the recipient’s name. Include the gift giver’s order number to speed processing to 1 business day, and request a personalized relaxed styling note for the credit email—perfect for gifting comfortable casual wear.
  • Pre-Order Returns: Cancel pre-orders up to 72 hours before dispatch for a full refund, or return the item within 27 days of delivery (same relaxed-fit eligibility rules apply).
  • RA Number Requirement: All postal returns must include the issued RA number. Unlabeled returns are held for 7 days while we attempt to contact you. Unclaimed items are donated to local Norwich women’s community groups supporting affordable, relaxed-fit casual wear.
  • Relaxed Care Guide: Receive a free digital care guide with every return approval (tips for maintaining fabric drape, preserving trousers stretch, and keeping dresses flowy) to extend the lifespan of your Szxssk pieces.

Contact Us

For questions, concerns, or assistance with returns—especially stretch recovery or fabric drape queries—our friendly team is here to help:
  • Email: szxssk@outlook.com
  • Phone: +44 (0) 1603 765 429 (Mon-Fri: 9:15 AM – 5:15 PM GMT; Sat: 10:00 AM – 3:00 PM GMT)
  • In-Store: 29 St. Giles Street, Norwich NR2 1JD, United Kingdom (open during listed phone hours)
This policy is effective from the publication date. Szxssk reserves the right to update it periodically, with changes posted on our official website and applying to all orders placed after the revision date.