Refund policy

Return, Exchange, Delivery & Buyer Protection Policy

At Xpressja, we stand behind the products we sell and aim to provide a fair and transparent shopping experience. Please review our policy below before making a purchase.

Return Policy

We offer a 90-day return policy and a 14-day exchange policy, which means you have 30 days after receiving your item to request a return authorization.

To be eligible for a return, your item must:

Be in the same condition that you received it
Be unworn or unused
Have all original tags attached
Be returned in the original packaging
Include a receipt or proof of purchase

To start a return, contact us at:
customer.support@xpressja.com

Returns must be sent to:

Xpressja Returns
102 Oak St.
Hiawatha, IA 52233
United States

If your return is approved, we will provide a return shipping label and instructions on how and where to send your package. Items sent back without prior return authorization will not be accepted.

Exchanges

We offer a 14-day exchange window from the date your order is delivered.

The fastest way to exchange an item is to return the original item and place a new order for the replacement once the return is approved.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If your item is:

Damaged
Defective
Incorrect

You must contact us within 48 hours of delivery at:

customer.support@xpressja.com

Please include:

Your order number
Photos of the item
Photos of the packaging

Once verified, we will replace the item or issue a refund where appropriate.

Delivery Not Received Policy

If your order is marked “Delivered” by the shipping carrier but you did not receive it, please contact us within 5 days of the delivery confirmation.

We will:

Verify the carrier tracking information
Open a carrier investigation if necessary
Work with the customer to resolve the issue

Please note:

Orders shipped to the correct address provided by the customer and marked as delivered by the carrier may not be eligible for refund or replacement.
Customers are responsible for providing a secure delivery location.

For high-value orders, signature confirmation may be required.

Buyer Protection

We offer Buyer Protection to ensure a safe shopping experience.

Customers are eligible for assistance if:

The item arrives damaged
The wrong item was shipped
The item is significantly different from the description

Buyer Protection claims must be submitted within 7 days of delivery.

Chargeback & Payment Disputes

At Xpressja, we encourage customers to contact our support team before initiating a chargeback with their bank or payment provider.

If a chargeback or payment dispute is filed without first contacting us, the following may apply:

The order may become ineligible for refund through our return system
The case will be reviewed with evidence including delivery confirmation, tracking records, and communication history
Fraudulent chargebacks may be reported to payment processors and fraud prevention networks

Customers who abuse chargeback systems may have their accounts restricted from future purchases.

We are committed to resolving legitimate issues quickly through our Customer Support team.

Non-Returnable Items

Certain items cannot be returned, including:

Perishable goods (food, flowers, plants)
Custom or personalized products
Personal care goods (beauty or hygiene products)
Hazardous materials
Flammable liquids or gases

Additionally, the following items cannot be returned:

Sale items
Gift cards

If you have questions about a specific item, please contact us before purchasing.

European Union – 14 Day Cooling Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days without providing a reason.

Items must still meet return conditions:

Unused
Original packaging
Tags attached
Proof of purchase included

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved:

Refunds will be issued to the original payment method
Processing typically occurs within 10 business days

Please note that banks and credit card providers may take additional time to post the refund.

If 15 business days have passed since your refund was approved and you have not received it, contact:

customer.support@xpressja.com

Contact Us

For all return requests, buyer protection claims, or order issues, please contact:

Customer Support
📧 customer.support@xpressja.com