FAQs


X NIHILO  Christmas Closure

Office & Customer Service
Saturday 23rd December 2017 - Wednesday 3rd January 2018
Last day to despatch order for 2017
Friday 22nd December 2017
First day to despatch order for 2018
Wednesday 3rd January 2018
Live Chat Tickets
Available throughout Christmas period and will be responded to in timely manner



ORDERING ONLINE

Do I need to set up an account to place an order?

You can shop with X Nihilo without creating an account. However, register with us and you'll be able to enjoy the following benefits:

  • Track your orders and review past purchases
  • Add items and products you love to your Wish List and share it with your friend and on your socials
  • Preview our new collections and register your interest for your favourite pieces
  • Save your address and card details so you can shop even quicker next time

What payment options do you offer?

All forms of Visa, MasterCard, American Express, as well as PayPal are accepted on our site.

Is my personal information kept private?

Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation. For more information, please read our Privacy Policy in full.

I've forgotten my password - What should I do?

To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page.

I still can't log in to my account?

If you’re having trouble resetting your own password or accessing your account, please email us at hello@xnihilo.com.au. We can access your account and reset your password, so you can regain access to the account.

I received a receipt from PayPal but not from X Nihilo – did my order process?

Yes, if you received a confirmation receipt from PayPal after using PayPal to checkout on www.xnihilo.com.au, your order has been successfully submitted. Please note that if you checked out as a guest and used PayPal as your form of payment, your receipt from PayPal is the only form of confirmation you will receive about the order. To receive a copy of the confirmation receipt along with subsequent tracking updates in addition to the receipt from PayPal, please create an account and/or login before checking out on www.xnihilo.com.au

How do I find about promotions and sale offers?

Sign up for our emails on our homepage – once you’ve done that, you’ll automatically be the very first to know about any sale or promotion we offer.

How do I cancel an order?

Please email us at hello@xnihilo.com.au and reference your order number and/or the first and last name associated with the billing address on the order. Orders cannot be cancelled once they have shipped. If you are unsatisfied with your purchase and wish to cancel it but it has already shipped, you must wait until the package arrives and send it back to us for a return.

 

RETURN AND EXCHANGES

What is your return policy?

Returning an item couldn’t be easier. Try your purchases on in the comfort of your own home and if you need to send them back, you have 30 days from the date you received your order to exchange or return.

Please make sure your items are returned new, unused and with all X nihilo tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to the customer.

How do I return or exchange my order?

Please contact our customer care team by emailing hello@xnihilo.com.au to request for a return or exchange, and send your parcel back to our address below:

X NIHILO

2/115 Burnley Street, Richmond

Victoria 3121

Australia


How long does a return or exchange take to process?

Your refund will be credited to the original payment method.

Customs duties and sales taxes are non-refundable through X Nihilo. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

Will I be charged for shipping on my return or exchange?

You will need to send your parcel back to our return address at your own cost.

 

RETURN POLICY

All items must be returned new, unused and with all X Nihilo tags still attached. Returns that do not meet our policy will not be accepted and sent back to the customer. Please handle light-colored bags carefully if you are still deciding whether you will be keeping the item. Please note that dark items of clothing can transfer dye to light-colored bags.

Repeated Returns

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your X Nihilo account.

Late Returns

Your purchase should be sent back to us within the 30 days of receiving your order. Returns outside of this period are accepted at the discretion of X Nihilo.

Faulty goods

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

If your item is faulty when you receive it, you can return it for an exchange or a refund. Simply request contact us at hello@xnihilo.com.au and we will take care of the rest.

Colors

We have made every effort to display the colors of our products that appear on X Nihilo website as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a color will be completely accurate.

 

CUSTOMER SERVICES

What is your customer service contact info?

Need more assistance? Email us at hello@xnihilo.com.au. We’ll be happy to assist wherever we can, and inquiries are typically answered 24 hours.

 

SHIPPING

What carrier do you use for domestic shipping?

We use Australia post for all Australian order.

How do I track my order?

Once your order has shipped, you will automatically receive a shipment notification email that will contain a tracking number. You can also find your tracking number on your account page on www.xnihilo.com.au if you logged in before making your purchase. To do this, simply login to your account on www.xnihilo.com.au and click “View Order” next to the appropriate order. There you’ll find your shipping method that will show the tracking number(s) associated with that order.

If I order multiple items, will they come in separate shipments?

Possibly, but it is rare for that to happen. All orders and shipments are filled in full from our distribution center, but in rare cases, an item or set of items can that is not immediately available might be sent on later date. In this case, you may receive multiple tracking numbers through our shipment notification emails.

My tracking number doesn’t work/is invalid, etc.

Tracking numbers can take a few hours from the time they are generated to become active on Australia Post website. If you’ve tried to track a package you’ve just received a shipment notification email about, try waiting until later in the evening to track it again. Often tracking numbers will not become active until a package has reached one of the larger shipping hubs, which can take a few hours after they are picked up from our distribution center.

How long does it take for my package to arrive?

Sydney and Melbourne metro - 2-3 working days

Rest of Australia - 3-5 working days

International - 5-12 working days

***please allow extra 3 days for Australia and 6 days for International during peek season Dec - Jan

INTERNATIONAL ORDERS

Do you ship internationally?

Yes, we offer complimentary shipping worldwide.

I’m an international customer. Can I return or exchange my order?

Yes of course. Simply follow our return and exchange steps as above.