Returns and exchanges

Working document. The entries in double brackets are not filled in yet. They must be before the first advertising campaign runs, and none of them may be filled in by guesswork.

Payment is made in cash on delivery. The best way to avoid a return is therefore to settle the problem before the parcel leaves: that is what the confirmation call is for.

1. Cancelling before dispatch

An order can be cancelled free of charge and without giving a reason, either during the confirmation call or by WhatsApp message before dispatch. The parcel leaves from 24 hours after confirmation, so the sooner the message arrives the simpler the cancellation is.

WhatsApp: [[TO FILL: WhatsApp Business number]]

2. Checking before you pay

[[CONFIRM WITH CARRIER: may the customer open and inspect the parcel before paying — yes, no, or exterior inspection only. Repeat the carrier's written answer here, word for word]]

This rule differs from one Moroccan carrier to the next and is not yet under contract. Promising an inspection the carrier does not allow produces a refusal on the doorstep, and we pay the round trip. This sentence must be identical in the terms of sale, in the FAQ and in the confirmation-call script.

3. Refusing the parcel at the door

A parcel can be refused at delivery. Nothing is paid in that case, and the parcel comes back to us.

A refusal costs the outward trip and the return trip. If there is any doubt about the size, the colourway or the price, it is better to say so on the confirmation call, where everything can still be corrected at no cost.

[[TO FILL: policy for repeat refusals by the same customer — none, or payment in advance required afterwards. A commercial decision]]

4. Exchanging or returning an item

Within 7 days of receiving the parcel, an unworn item can either be exchanged for another size in the same model and the same colourway, subject to availability, or returned for a refund, for any reason.

Window: 7 days from receiving the parcel.
Condition required: Unworn, unwashed, unmodified, tags attached, in its original packaging.
Cost — size exchange: Free. XMARLIN covers the return of the parcel and the re-shipping of the new size.
Cost — return for a refund: At the customer's cost.
What to do: Message us on WhatsApp with your order number, the reason (size exchange or return for a refund) and a photo of the item and its label. We then give you the drop-off point or arrange collection.

Before you order, the size table in centimetres prevents most exchanges. The cut is athletic, and between two sizes take the larger one.

5. Faulty, wrong or damaged items

If the item delivered is faulty, does not match the order, or arrived damaged, the exchange or the refund is on us, shipping included.

Send us a photo of the item, a photo of the label and a photo of the parcel on WhatsApp. Every parcel is photographed before it is sealed here, which settles most questions quickly.

Time limit to report: [[TO FILL: time limit for reporting a faulty or non-conforming item, from delivery]]

6. Refunds

Refunds are made by bank transfer or store credit, 5 to 10 working days after we receive the returned item. Payment was made in cash on delivery, so no refund can be made to a bank card.

7. Statutory rights

[[TO FILL: right of withdrawal and statutory guarantees that apply to a distance sale in Morocco — exact time limits and procedure, to be drafted or approved by legal counsel, in particular under law 31-08]]

The commercial commitments above are in addition to the customer's statutory rights, and do not reduce them.

8. Reaching us

WhatsApp [[TO FILL: WhatsApp Business number]], target response within 2 hours during business hours [[TO FILL: customer service business hours]]. See also the terms and conditions of sale.