Refund & Return Policy
Our Promise to You
Your comfort is everything. We want you to love your xmomo products — and if for any reason you don’t, we make returns simple, fast, and stress-free.
Every order comes with our 7-Day No-Reason Return Guarantee. If you’re not completely satisfied with your purchase, you can return it within 7 days of delivery — no explanations needed, no questions asked.
1. Return Window
You may request a return within 7 calendar days from the date your order is delivered (confirmed by tracking information).
| Scenario | Return Eligible? | Details |
|---|---|---|
| Changed your mind | ✅ Yes — 7 days | No reason required. Product must be unused and in original packaging. |
| Wrong size ordered | ✅ Yes — 7 days | Product must be unused. Exchange available for correct size. |
| Product arrived damaged or defective | ✅ Yes — 7 days | Full refund or replacement. We cover all return shipping costs. See Section 6. |
| Custom embroidered items | ⚠️ See Section 5 | Customized products are non-returnable unless defective. |
| Beyond 7 days | ❌ No | Returns cannot be accepted after the 7-day window. We’re happy to help with product care questions. |
2. Return Conditions
To be eligible for a return, your item must meet the following conditions:
- Unused: The pillowcase must not have been washed, slept on, or worn. Silk is a personal care item — for hygiene reasons, we cannot accept returns of used products.
- Original Condition: All packaging must be intact, including the gift box, hangtag, care label, and any included inserts.
- Proof of Purchase: Your order number or purchase confirmation email is required to process the return.
⚠️ Important — Silk is a Hygiene-Sensitive Product:
Because silk pillowcases come into direct, prolonged contact with your face and hair, we strictly follow the “unused” requirement. A product that has been removed from its packaging and placed on a pillow is considered used and cannot be returned. We recommend inspecting your product immediately upon delivery — check the color, size, and embroidery before using it.
3. How to Request a Return
We’ve made the return process as simple as possible. You have two easy options:
Option A: Online Customer Service
- Chat with us: Click the chat icon on our website (bottom right corner) during business hours.
- Provide your order number and let our agent know you’d like to return your item.
- Receive your return address and instructions within minutes.
- Ship the product back to the address provided.
- Get your refund within 5-10 business days after we receive and inspect the item.
Option B: Email Us
- Send an email to refund@xmomoshop.com with the subject line: “Return Request — [Your Order Number]”.
- Include in your email: Your order number, the item(s) you wish to return, and whether you’d prefer a refund or an exchange.
- We’ll respond within 24 hours with your return address and a step-by-step guide.
- Ship the product back to the address provided.
- Get your refund within 3-5 business days after we receive and inspect the item.
💡 Tip: To speed up the process, include a photo of the unused product in its original packaging when you contact us. This helps us pre-approve your return instantly.
4. Return Shipping Costs
| Reason for Return | Who Pays Return Shipping | Refund Includes Original Shipping? |
|---|---|---|
| Changed mind / Don’t like it | Customer pays return shipping | ✅ Yes — original shipping cost is refunded |
| Wrong size ordered | Customer pays return shipping | ✅ Yes — original shipping cost is refunded |
| Product damaged or defective | xmomo covers all return shipping costs | ✅ Yes — 100% refund including shipping |
| Wrong item shipped by us | xmomo covers all return shipping costs | ✅ Yes — 100% refund including shipping |
For international returns: Since our products ship from China, return shipping addresses will be provided in China. We recommend using the most economical tracked shipping method available. For orders affected by our error (damaged, defective, or wrong item), we will provide a prepaid return label or reimburse your actual shipping cost.
📦 Pro Tip: For “changed mind” returns from outside China, shipping costs may exceed the product value. In such cases, we’re happy to discuss alternative solutions such as partial refunds or store credit — just reach out to us, and we’ll find the best option for you.
5. Custom Embroidery & Personalized Items
Custom-embroidered products (monograms, initials, names, constellations, or any personalized design) are made-to-order specifically for you and cannot be resold. For this reason:
- Custom items are non-returnable and non-refundable, unless the product is defective or damaged upon arrival.
- If your custom item arrives with a manufacturing defect or shipping damage, we will replace it free of charge or issue a full refund. See Section 6.
- Please double-check all personalization details (spelling, initials, sign selection) before placing your order, as we cannot make changes once production begins.
⚠️ Note: Non-customized (standard) products within the same order are still eligible for our standard 7-day return policy.
6. Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or incorrect, we take full responsibility. Here’s what to do:
- Contact us within 7 days of delivery via chat or refund@xmomoshop.com.
- Provide photos of the damaged/defective product and the packaging it arrived in.
- We’ll verify and respond within 24 hours with one of the following options:
- Full refund (no need to return the item in some cases), or
- Free replacement shipped at our expense, or
- Return for refund with a prepaid shipping label (we cover all costs)
- For replacements: We’ll ship your new product within 2-3 business days at no cost to you.
7. Refund Process & Timeline
Once we receive and inspect your returned item, here’s what happens:
| Step | Timeline | What Happens |
|---|---|---|
| 1. Item received | Day 0 | We receive your return package at our warehouse. |
| 2. Inspection | 1-2 business days | We inspect the product to confirm it meets return conditions (unused, original packaging). |
| 3. Refund issued | Within 1 business day of passing inspection | Refund is processed to your original payment method (credit card, PayPal, etc.). |
| 4. Funds appear | 3-5 business days | The refund appears in your account (timing depends on your bank/payment provider). |
You’ll receive an email confirmation at every step of the process, so you always know where your refund stands.
Refund amount: You’ll receive a full refund of the product price and original shipping cost (for eligible returns). If return shipping is at the customer’s expense, this cost is deducted from the refund.
8. Exchanges
We offer exchanges for size-related issues within the 7-day return window. Here’s how:
- Contact us via chat or refund@xmomoshop.com within 7 days of delivery.
- Ship the unused product back to us (customer covers return shipping for size exchanges).
- Once we receive the item, we’ll ship your new size within 2-3 business days — free of charge (no additional shipping fee for the exchange shipment).
- If the new size is a different price, we’ll refund the difference or charge the additional amount.
Custom-embroidered items are not eligible for exchange unless defective, as each piece is uniquely made for you.
9. Non-Returnable Items
The following items cannot be returned for hygiene and customization reasons:
- Used products — any silk item that has been slept on, washed, or placed on a pillow.
- Custom-embroidered items — unless defective (see Section 5).
- Items without original packaging — missing gift box, hangtag, or care label.
- Items damaged by the customer — stains, tears, burns, or improper washing.
- Final sale or clearance items (if applicable in the future).
10. Order Cancellation
You may cancel your order before it ships at no charge. Since our products are made-to-order and quality-checked, production typically begins within 24 hours of order placement.
- Within 24 hours of ordering: Full cancellation available. Contact us immediately.
- After production begins: Cancellation may not be possible, but contact us — we’ll do our best to help.
- After shipping: Order cannot be cancelled, but you may return it within 7 days of delivery per our standard return policy.
To cancel an order, please contact us via chat or email refund@xmomoshop.com as soon as possible with your order number.
11. Contact Us
If you have any questions about our Refund Policy or need help with a return or exchange, we’re here for you:
Online Customer Service: Available via website chat during business hours
Email: refund@xmomoshop.com
Response Time: Within 24 hours
Our team is dedicated to making your return experience as smooth as your first night on silk. Don’t hesitate to reach out — we’re happy to help.