Questions?

Please read the FAQ's below. If you can't find the answer you are looking for, you can contact us through the Contact Us page or by sending us a DM on Instagram!

✈️ With love, Exchange Life

Products

Can you give me more information about a specific product?

Definitely! Get in touch with us via e-mail or Instagram if you desire more information about a product. We are happy to help!

How do I take care of my necklace?

Our necklace will never fade, or lose its color - even when exposed to sweat and heat, in the shower, sea or pool - We use the highest quality 316L Stainless steel, plated in real 18k gold for the (rose) gold color for our necklace, to ensure your memories will last forever.

How do I take care of my hoodie, sweater or t-shirt?

Machine wash at a low heat.
Wash garments inside-out, with similar colours.
Avoid using bleach. Use non-chlorine bleach if necessary.
Do not use fabric softeners.
Tumble dry on a low cycle. Hang-dry for longer life.
Cool iron inside-out. Do not iron directly on the print.
Do not dry clean.

Is the necklace waterproof? 💧

YES! Our necklace will never fade, or lose its color - even when exposed to sweat and heat, in the shower, sea or pool - We use the highest quality 316L Stainless steel, plated in real 18k gold for the (rose) gold color for our necklace, to ensure your memories will last forever.

We will replace your necklace should you experience any defects in quality.

How do I take care of my mug?

All our mugs are dishwasher and microwave safe.

My purchased item is damaged. What should I do?

We’re sorry that the item that you purchased is damaged. You can contact us here or on Instagram @exchangelifecommunity, and we'll provide you with a solution as soon as possible. Please do not send damaged items back to us without contacting us first.

What size should I get?

Our clothing items are unisex and fit true to size, so size up for a oversized/looser fit. We recommend you take a look at the product page of the item you're interested in for specific sizing information.

The item I want is out of stock. Will it be restocked?

We are sorry that the item that you are interested in is out of stock. Subscribe to our newsletter to get notified when your item is back in stock. You can also follow us on Instagram @exchangelifecommunity to stay up to date.

Orders & Delivery

I just ordered something, when can I expect my order to arrive?

You can find the exact estimated delivery time to your country on the product pages.

Once we have received your order, we will do our best to ship it as soon as possible. The average fulfillment time is 2/3 business days. Because of the custom design, we make everything 1 by 1.

If you choose priority processing as your shipping option, your item will be sent out within 24 hours.

Then you will receive a shipping confirmation e-mail with a tracking number.

I’ve just placed an order, is it still possible to modify or cancel my order?

If you wish to modify or cancel your order, please contact us here immediately. We will look into the status of your order, and if the order has yet to start with the printing process, it may be able to be changed or canceled.

What is the delivery time of my order?

You can find the exact estimated delivery time to your country on the product pages.

What is the current status of my order?

Right after you have placed an order, you will receive a confirmation e-mail. Your order will be processed as soon as possible. Once your order is ready to be shipped, you will receive an additional e-mail with the tracking information. You can use this information to track the shipment of your order until it is delivered. We will keep you updated via email.

I am expecting a parcel, but it has not been delivered. What happened?

We are sorry to hear that your parcel has not been delivered yet, but do not worry! Always check the tracking link you have received via e-mail. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address.

I didn’t receive an order confirmation. Why not?

If the payment has been processed and you have not received a confirmation e-mail after two hours, please contact us or message us on Instagram @exchangelifecommunity. Please also check your spam inbox. 

What are the shipping costs?

We offer free shipping on orders over $65 (€60).

When will my order be shipped out?

All our items are made individually because of the custom design; this makes it so we strive to fulfill and send out your order within 3 working days.

Where do you deliver?

We ship worldwide.

I made a mistake with my shipping address. What can I do?

Everybody makes mistakes! If you accidentally filled in the wrong address, please contact us as soon as possible. We will try our best to solve this issue for you. Please note that the delivery of your package may be delayed.

Returns

What is your returns policy?

We have a 14-day NO QUESTIONS ASKED returns policy for all our items, which means you have 14 days after you receive your item to request a return for any reason. We will issue a full refund or store credit - no worries! Please contact us to send an item back, and we will assist you from there.

  • All products must be returned within 14 days of receipt.
  • All products must be unworn and unwashed.
  • Return shipping is at the customers' own cost.
What are the costs to return an item?

The costs of a return differ based on the shipping company and country that you ship from. Please check with your local post office for current pricing.

We strongly recommend that every item is returned using registered mail. If the return is not shipped using registered mail, we cannot be held liable for missing items. Also, hold on to the tracking code of your return until your return is processed.

Did you receive my return?

Once we have received your shipment, we will process it as soon as possible. It takes a maximum of 5 working days to start processing your return. We will send you an update once your order is received and refunded.

Is it possible to exchange items?

We do not exchange products. If you would like to return your item for another item or size, you can follow our normal returns process and order a new article.

When can I expect my refund?

We will refund your return as soon as possible and at the latest within 7 days of receiving your return. We always refund your money to the bank account, credit card, or PayPal account that was used to place the order.

My purchased item is damaged; what should I do?

We are sorry that the item that you purchased is damaged. You can contact us here or via Instagram, and we will provide you with a solution as soon as possible. Please do not send the damaged items back to us without contacting us first.

Payment

Where can I find my invoices?

Your invoice is always included in the order confirmation e-mail. Please do not hesitate to contact us so that we can send a new copy to you.

My payment has failed. What should I do?

A few issues could have occurred.

Did you get the notification ‘Payment failed’ after you went through the payment procedure? Here are a few solutions: delete your cookies and cache data, use a different browser, or use another payment method. If this does not solve the problem, please contact us.

If the purchase amount has been deducted from your bank account and the order failed, then please contact us as soon as possible, so we can start processing your order. Please send us a screenshot of the payment, and we will send you the product.

What are the available payment methods?

You can pay for your order with the following options:

American Express
Apple Pay
Bancontant
Google Pay
Maestro
Mastercard Creditcard
PayPal
Shop Pay
Visa

How will my order be refunded in the case of a return or faulty item?

If you returned your order and selected ‘money refund’ we will refund you as soon as possible within 7 days of receiving your return. We always refund the amount to the bank account/credit card you used to place the order.

If you paid for part of your returned order with a gift card, we will add the purchase amount of your return to your gift card. After this is processed, you can place a new order using your gift card.

Home is where the heart is.
Home is where the heart is.
Home is where the heart is.
Home is where the heart is.
Home is where the heart is.
Home is where the heart is.
Money Back Guarantee
Safe & Secure Checkout
Worldwide Shipping
Meaningful & Personal Gift