Refund and Returns Policy
We want you to be happy with your purchase. If something isn’t right — wrong size, not what you expected, or it showed up damaged — we’ve got a straightforward process to make it right. Here’s how it all works.
Return Window
You have 30 days from the date you receive your order to start a return. After 30 days, we’re not able to accept returns or issue refunds.
What Can Be Returned
Most items are eligible for a return or exchange as long as they meet these conditions:
The item is unworn, unwashed, and in the same condition you received it. Tags and original packaging need to be intact. If an item comes back showing signs of wear, washing, stains, or alterations, we won’t be able to process the return.
What Can’t Be Returned
A few things aren’t eligible for returns:
Items that have been worn, washed, or altered in any way. Products marked as final sale or non-returnable on the product page. Items returned after the 30-day window has passed.
If a product falls under any of these, we’ll let you know on the product page before you buy it so there are no surprises.
How to Start a Return
Here’s the process, step by step:
- Email us at contact@letsox.com with your order number, the item you want to return, and your reason for the return. If the item is damaged, include a few photos so we can see what happened.
- Our team will review your request and send you a return authorization email within 1 to 2 business days. That email will include the return shipping address and any instructions you need.
- Pack the item securely in its original packaging with all tags and accessories included. Ship it back using the method described in your return authorization email.
- Once we receive and inspect the item, we’ll process your return. You’ll get an email confirmation when it’s done.
Don’t send items back without contacting us first — returns sent without authorization may not be accepted.
Return Shipping Costs
It depends on why you’re returning:
If we made a mistake — wrong item, defective product, or damage during shipping — we cover the return shipping cost. No charge to you.
If it’s a change of mind — wrong size, you don’t like the fit, or you just changed your mind — you’re responsible for the return shipping cost. Original shipping fees paid at checkout are non-refundable in this case.
Return Methods
We recommend using a trackable shipping service for your return. We can’t be held responsible for returned items that get lost in transit without tracking. USPS, UPS, and FedEx all offer affordable tracked shipping options. Hang on to your tracking number and shipping receipt until your return is fully processed.
Restocking Fee
We don’t charge restocking fees. Period. Every eligible return is processed with $0 in restocking charges.
Refund Process
Once we receive your returned item, we inspect it to make sure it meets our return conditions. After that:
Refunds are processed within 3 to 5 business days after we approve the return. The refund goes back to your original payment method — same card or account you used to place the order. Depending on your bank or payment provider, it may take a few extra days for the refund to show up on your statement.
We’ll send you an email once the refund has been submitted so you know it’s on the way.
Exchanges
Want a different size or color instead of a refund? No problem. Email us at contact@letsox.com with your order number and what you’d like to exchange for. We’ll walk you through it.
Just keep in mind that exchanges depend on availability. If your preferred option isn’t available, we’ll let you know and you can choose a refund instead.
Damaged or Defective Products
If your order arrives damaged, defective, or if we sent the wrong item, contact us within 7 days of delivery. Include your order number, a description of the issue, and clear photos.
We’ll either send a replacement at no cost to you or issue a full refund — your choice. You won’t need to pay for return shipping on defective or incorrect orders.
Reason for Return
When you contact us to start a return, please let us know why. It helps us improve and also determines who covers the return shipping:
Our error (wrong item, defect, shipping damage): We cover return shipping and send a replacement or full refund.
Change of mind (wrong size, don’t want it anymore, ordered by mistake): You cover return shipping. Original shipping fees are non-refundable.
Being upfront about the reason speeds things up for everyone.
Order Changes and Cancellations
Changed your mind right after ordering? You have a 12-hour window from the time you placed your order to cancel it. Email us at contact@letsox.com with your order number and we’ll cancel it and issue a full refund.
After 12 hours, your order likely has already entered production. Since every item is printed on demand, once printing starts we can’t cancel or modify the order. At that point, you’d need to go through the regular return process after receiving the item.
If you need to change your shipping address or other order details, reach out as quickly as possible. We’ll do what we can, but no guarantees once production is underway.
Refused and Undeliverable Packages
If you refuse a delivery or if a package comes back to us because the address was wrong or couldn’t be delivered, here’s what happens:
We’ll contact you by email to figure out next steps. If you want the order reshipped, you’ll be responsible for the new shipping cost. If you’d rather just cancel, we’ll issue a refund minus the original shipping fee.
Lost, Stolen, or “Delivered” but Not Received
If tracking says your package was delivered but it’s not at your door, start by checking with neighbors, your building’s front desk, or your local post office. Carriers sometimes mark packages as delivered a little early.
If you still can’t find it after checking around, contact us within 7 days. We’ll open an investigation with the carrier. Depending on the outcome, we’ll either reship the order or issue a refund.
We handle these on a case-by-case basis and do our best to make sure you’re taken care of.
Contact Us
Need help with a return, exchange, or refund? Reach out to us.
Company Name: X19 GARMENT JOINT STOCK COMPANY
Tax Number: 0100385836
US Address: 312 Arizona Ave, Santa Monica, CA 90401, United States
Vietnam Office:No. 311, Truong Chinh Street, Khuong Mai Ward, Thanh Xuan District, Hanoi City, Vietnam
Email: contact@letsox.com
Phone: +1 (424) 330-8714
Contact Form: Contact Us
Business Hours: Our dedicated support team is here to assist you from Monday to Friday, 8:00 AM – 6:00 PM (Pacific Time, PT). We are committed to providing you with prompt and personalized care.
Response Time: We strive to address all inquiries within 1 business day, ensuring you receive the reliable and professional assistance you deserve.