Refund policy

You have the right to change your mind of your purchase within 14 days of receiving your order. For you to feel secure with your purchase, we offer instead a 30-day right to return from the time you receive your order. 

You as a customer have the right to try and examine the product at home. Avoid wearing perfume or deodorant that may leave marks or odours on the product when trying it on. The right of return applies provided that the product is kept in unchanged condition and holds all original parts (notes, accessories, packaging, tags) as when you received your order. The product must be in the same condition as you received it, so it could be sold again. Note that we do not accept returns of socks and underwear for hygiene purposes. Swimwear with a broken hygiene seal cannot be returned for hygiene reasons. As long as the hygienic seal is still in place, it is possible to return swimwear.

If the quality of the product has been affected as a result of you as a customer having handled it more than is necessary, we have the right to deduct the refund corresponding to the depreciation of the product.

A delivery note with return information and a return shipping label are included in the package together with your products. Fill out your details and put it in the package together with the item you are going to return and place the return shipping label on the package. Please ask for a receipt of proof when dropping off your return at a checkpoint/postal agent, as proof of your return. You may not tape, put stamps, put return shipping labels or the like directly on the product’s original packaging. Therefore, it is important that outer postal packaging for shipping is used. Please use the same bag in which you received the order, as it can be resealed and thus minimize the environmental impact.

If you by chance did not receive a return shipping label or return note in your package, please contact customer service and we will help you. We do not stand accountable if you as a customer decide not to use the return shipping label made by us when you return your package. Products returned by cash on delivery are not approved by 2xu.com.

NOTE: Keep in mind that you can only leave your return at a post office that provides POSTNORD.

Refund
From the time we receive your return, it can take up to 14 working days for a refund to be issued, but we do our best to process each return as soon as we can. You will receive an email confirming that your return has been processed.

The refund will be made to the same payment method you used for the original order. It generally takes between 2-5 working days until the money is refunded. If you have chosen to pay by invoice, we recommend that you pay the invoice or contact Klarna to extend the payment time, to avoid the risk of unnecessary reminder fees.

Sometimes a return can be registered in different batches and it then takes up to 48 hours before your return is fully completed. In this case, you may receive two or more return confirmations.

Change of size
If you want to change the size, please fill out the return note that was sent in the package together with your products, as with all returns. Please place a new order with the preferred product. If you have purchased a discounted item and wish to change sizes, please email us before placing your new order and we will assist you. We are not able to credit discounts retrospectively on existing orders.

Items purchased from another retailer are not eligible to be returned to us. These must be returned to the place of purchase.

FAULTY ITEM
If you want to complain about a defective/faulty item, you can do so by sending an e-mail to us at info.nordics@2xu.com. Please state your order number, which item it is, what the defect of the item is and send with pictures of the defect. We will answer you before you send in the item to us. If the complaint is approved, we will send you further instructions via e-mail.

The right of complaint applies to production defects of goods and not defects caused by normal wear and tear. A complaint must be made as soon as possible after the defect has been discovered and according to law you have the opportunity to complain about an item for up to 2 years after purchase.

Wetsuits: Be careful when putting on and taking off the suit. The neoprene is sensitive; if you tear the material with your nails, it can cause holes. If you as a customer cause a broken zip or holes in the wetsuit, the wetsuit is not covered by open purchase or complaint.