Refund policy

Returns & Refunds Policy

Last updated: 29.06.2026

This policy applies to orders placed directly through spikxa.com. Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

SPIKXA is a trading name of Cinnamon Isle Ltd, a company registered in England and Wales (company number 16852904), whose registered office is at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ. In this policy, "SPIKXA", "we", "us" and "our" refer to Cinnamon Isle Ltd trading as SPIKXA. Contact us at info.spikxa@gmail.com.

Your right to return

You can return any eligible item within 30 days of receiving it for a full refund. This is more generous than the statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013, and your statutory rights remain unaffected.

To be eligible for a refund, items must be returned:

  • unworn, unused and unwashed;
  • in their original condition, with no signs of wear, snags, marks, deodorant or fragrance transfer;
  • with all swing tags attached; and
  • with the care label intact (we cannot accept items where the care label has been cut out or removed).

Original outer packaging is not required, but please pack items securely so they're not damaged in transit.

All returned items are inspected on arrival. If an item is returned worn, washed, damaged or otherwise not in a resaleable condition, we may refuse the return or reduce the refund to reflect the loss in value.

Items that can't be returned

For hygiene reasons, the following items can't be returned for a change-of-mind refund, in line with Regulation 28 of the Consumer Contracts Regulations 2013:

  • underwear and base layers worn against the skin;
  • swimwear, where the hygiene seal has been removed or broken;
  • socks, once unsealed from their original packaging;
  • gift cards.

These restrictions only apply to change-of-mind returns. If the item is faulty, damaged, wrongly described or incorrectly supplied, your rights under "Faulty, damaged or incorrect items" below always apply.

Faulty, damaged or incorrect items

Separately from the right to change your mind, the Consumer Rights Act 2015 entitles you to goods that are of satisfactory quality, fit for purpose and as described. If your order arrives:

  • faulty or with a manufacturing defect;
  • damaged in transit;
  • the wrong item, size or colour; or
  • not as described on our website,

contact us at info.spikxa@gmail.com as soon as you can after delivery, with your order number and clear photos of the item and any defect. In most cases we can resolve it from the photos alone without you needing to return the item.

Where the issue is our fault or the carrier's, we cover the cost of return (or arrange collection) and refund any return postage you reasonably pay. These rights apply whether or not the item is still in its original packaging.

Sale and promotional items

Sale and promotional items can be returned in the same way as full-price items, subject to the conditions above. Refunds for sale items are issued at the price you actually paid, not the original RRP. Where a discount code was applied to your order, the refund will reflect the benefit of the discount.

Exchanges

We don't currently offer exchanges. The quickest way to get a different size or colour is to return your original item for a refund and place a new order for the replacement. This way you secure the item you want before stock moves.

How to return your order

  1. Email us at info.spikxa@gmail.com within 30 days of receiving your order, with your order number and the items you'd like to return.
  2. We'll confirm your return is accepted and send instructions for where to send it.
  3. Pack your items securely and post them back to us using a tracked service.

Items sent back without first contacting us may not be accepted.

Return postage

  • Change-of-mind returns: you are responsible for the cost of return postage. We recommend a tracked service and keeping your proof of postage, as the items remain your responsibility until they reach us.
  • Faulty, damaged, wrong or not-as-described items: we cover the cost of return.

Refunds

Once we receive your return, we'll inspect it and let you know whether the refund has been approved. If approved, we will refund you to your original payment method within 14 calendar days of receiving the goods back (or of you providing proof that you've sent them).

For change-of-mind returns, we also refund the standard outbound delivery cost you paid (not any premium delivery upgrade). For faulty, damaged or wrong items, we refund your full delivery cost.

Once we've issued the refund, your bank or card provider may take a few additional working days to post it to your account. If 14 days have passed since we confirmed your refund and you haven't received it, please contact us.

Contact

SPIKXA

Email: info.spikxa@gmail.com