Returns Cancellations Help & FAQs

Below you will find a list of frequently asked questions, if you can’t find what you are looking for, please do not hesitate to email us on

we aim to reply to all emails within 24 hours, customer service hours are: monday – thursday 8am – 4pm | friday – sunday 8am – 11am

Do you accept cancellations and returns?

Yes we do!


Please try to notify xoandquin of a cancellation as soon as you realise you need to cancel your order via the contact page. If your order has not yet been dispatched a full cancellation, including any postage upgrades can be issued.

If your item has already been dispatched you will need to go through the returns procedure in order to get a refund, please see details outlined below.

You have 14 days to cancel your order after your goods arrive, followed by an additional 14 days to return the item, once the cancellation has been processed.

A refund will be issued once the item has been received back.

cancellations on personalised/custom items can not be issued if your item has already been dispatched, please refer to our custom item policy below.


Returns are accepted 30 days after delivery of your item. Please ensure you have read the returns information and goods are returned in an unused condition.

Please ensure items are returned unused and in a re-saleable condition. Certain items are exempt from returns, but can be cancelled, for a full refund if your item has not yet been dispatched.

Returns can not be processed without a completed returns form.

For full details, terms and conditions see the FAQ below.

Frequently Asked Questions: Returns

Please try and notify XOandQuin as soon as you can. As long as your order has not yet been dispatched we can either change the delivery address (for registered customers, as long as the address is in your address book) or cancel your order and ask you to re-check out. To protect you, and ourselves, we will only deliver to addresses already in your address book, or in the case of a guest checkout, the address entered at checkout.

If the order has already been dispatched, XOandQuin will be unable to issue a refund unless the item is returned. All orders are shipped to the addresses at checkout, it is your responsibility to ensure your delivery address is correct.

Please see “can I cancel my order” for further information.

Please notify XOandQuin via email or using our contact form as soon as you realise you would like to cancel your order.

If your item has not yet been dispatched, a full refund, including any additional postage services purchased will be refunded. If you realise you accidentally placed an order, please try to cancel as soon as possible so a full refund, including postage, can be issued.

If your item has already been dispatched, in most cases, you will be responsible for the return of your item and you will be refunded standard postage rates only. Please see “who will pay for the return

Standard postage rates will be refunded. Standard postage is Royal Mail 48 on orders under 1kg, Royal Mail 24 on orders under 2kg or UPS standard on orders over 2kg.

If you are returning part of your order, the shipping will be calculated based on weight and standard delivery (Royal Mail 48).

Any additional postage purchased, i.e. delivery upgrades (such as Royal Mail 24 or Tracked24) will be partially refunded at the standard rate (Royal Mail 48)

Unless your item is faulty, you will be responsible for the cost of a return. Please obtain proof of postage and ensure that the postage method you choose covers the full value of your item as XOandQuin can not be held responsible for returns that go missing or are damaged in transit.

Most items can be returned. However for hygiene reasons, and for your protection XOandQuin do not accept returns of, or refunds on the following items

  • pierced earrings unless returned in unopened packaging.
  • food safe factory sealed packs of food safe items
  • personalised and customised items (unless faulty)

If you are returning an item, your refund will be processed as soon as the item is received back. The refund will be processed and sent to the original payment method. You will be notified once the refund has been processed.

Please note that if you have posted the item back, severe delays are currently being reported across most delivery networks.

Help! My order hasn’t arrived

In the unfortunate event your order does not arrive, i.e. lost in transit. A replacement will be issued to the address on your order.

XOandQuin understands that some items are time sensitive and some items are ordered for specific events and dates. If your item does not arrive by the time specified in the delivery section of this website, XOandQuin will issue a full refund (including any upgrades paid).

If you paid for a guaranteed service and the item does not arrive within the guaranteed time frame, a full refund, including postage paid will be issued (or if you prefer a replacement)

International orders, deliveries and other stuff

Most of the terms and conditions outlined above apply to international customers, but there are a few exceptions which have been listed below.

Unless your item is faulty, you will be responsible for the cost of a return. Please obtain proof of postage and ensure that the postage method you choose covers the full value of your item as XOandQuin can not be held responsible for returns that go missing or are damaged in transit.

Once your item has been received back and inspected, you will be issued a refund for the cost of your item + standard untracked postage value. You will not be refunded for any additional upgrades.

If you are within the EU and VAT registered, please provide a copy of your VAT number. Any sale from the UK to a business within the EU that is VAT registered in that EU state (ie a business VAT registered in France) will be charged at 0% VAT on the sale and the postage price.

You will be charged the price excluding VAT (prices excluding VAT are shown on product descriptions in GBP) and 0% VAT on shipping. This is 20% less than the large price you see displayed on the website. This will be automatically calculated at checkout.

The price you paid will be declared on the customs declaration, please see the import and duties section of the international FAQ on this page.

You are responsible for import duties. Please check thresholds for your country. Items are marked with the full value you paid. XOandQuin can not mark these items as ‘gifts’.

Self sealing biodegradable bags are only available to Australia and New Zealand using UPS.

Shipping from AUS/NZ can be in excess of a month when using a standard service.

Due to the biodegradable nature of this item and the amount of time it can take to ship and item to AUS/NZ from the UK, after a few cases of the item beginning to degrade in transit over the summer, this item now only ships with UPS on a 7 day service.

Prices are weight banded.

What packaging do I need?

The right packaging for you depends on what you’re storing, how long it needs to stored for and its purpose. Our clear biodegradable display bags and glassine envelopes are extremely popular choices for those that desire recyclable and/or compostable packing materials. These eco friendly plastic free packaging alternatives are in use by small companies around the world to store and send their goods.

Glassine is paper that has been specially treated – it is run through rollers to give it a waxy texture, which creates a final product that is naturally greaseproof acid free and ideal for storing stamps and negatives. Sticker sellers love this product as do wax melt sellers who have reported that the glassine does not absorb scent whilst in storage or transit to customers. Glassine is created in the same way as standard paper, the final rollering process is the only process that differs, no additional chemicals are added to create the final smooth texture.

Glassine is biodegradable, suitable for home composting and also widely recyclable.

XOandQuin use a UK factory to produce their glassine bags and also use PEFC (Programme for Endorsement of Forest Certification) certified paper.

At XOandQuin we sell one food safe product – Nativia® bags, which are available in factory sealed bags upon request. Our clear biodegradable display bags and glassine envelopes are food safe. We have written all about the differences here.

XOandQuin’s clear biodegradable bags are made from vegetable starch, which is food grade, compostable and biodegradable. In fact,  they will begin to decompose when left in direct sunlight in the heat of the summer, on the way to Australia with Royal Mail (XOandQuin will ship to Australia and New Zealand using a 5 day UPS service only due to the nature of this product), a home composting system and landfill. Our product is not recyclable, please do not add to main stream recycling to dispose.

We do not recommend using this product in a window display, as the sun light will cause the product to degrade, sometimes in as short a period as 3 days in the height of the British summer.

We recommend storing this product in a cool, dry and dark place, with correct storage this product should last up to a year.

Our clear biodegradable bags are UK made from renewable vegetable starch/cellulose.

custom orders – terms and conditions

custom orders are any orders or products where you enter a personalisation at checkout

customisation parameters are clearly marked on each listing, we reserve the right to cancel any orders that are received that don’t match the perimeters set out (e.g. please print this in a different colour, please use a different font)

we are able to create custom artwork for you, but this is a bespoke product made for you and it will be priced accordingly, we will price for the time and effort that our team put in to create a bespoke order for yourself – please do not just checkout on any item and assume we will do whatever you would like without contacting us first.

we do not supply proofs, to ensure we can maintain quick turn around times – we do attempt to contact customers if we believe there are issues, but please bear in mind this can effect your turn around time, even if you choose an expedited option such as tracked24 or UPS. we are not responsible for additional dispatch times incurred if we have to contact you, we will not refund your expedited shipping if you fail to respond in a timely manner.

personalised items can not be returned or refunded, unless we have made an error on your personalisation (which can happen, but we’d rather work with you to get you the right item as quickly as possible) or the item is faulty/has been damaged in the post. this does not effect your statutory rights. for further information, please visit the uk .gov site here

we’re won’t be refunding you because you entered a novel onto a 27mm sticker and can’t read it, or you supplied a tiny intricate pattern and wanted it printed on a 27mm sticker and can’t really see it. please be reasonable – don’t even try it, check the .gov site here or if you have loads of time and like tiny fonts, the consumer rights act here

custom products are usually dispatched same working day, but can take up to 24 hours in busier periods. if you require a same day dispatch, please use the Tracked24 option at checkout and ensure you checkout by midday.