FAQ

UPDATE REGARDING COVID-19

Our highest priority is the health and safety of our employees and customers, so we have completely restructured our manufacturing and distribution center to comply with state guidelines for social distancing and personal protective equipment (EPI) recommendations.

What does this mean to you?

  • Processing times may be delayed. Normally processing times are 6 to 12 working days*, but currently these times vary due to COVID-19 related issues, government guidelines and their impact on our activity. Treatment times can also be extended during holiday periods.
  • We will inform you as soon as your order has been dispatched or if we anticipate any problems processing your order.
  • You can cancel your order and get a full refund. We've updated our returns policy so you can cancel any undelivered order at any time and get a full refund.

 

We appreciate your patience and understanding as we work together on this matter.

Many thanks for your help!

Please note that business days do not include weekends or holidays such as New Year's Day, Martin Luther King Jr. Day, President's Day, Memorial Day, July 4th, Labor Day, Thanksgiving and Christmas.

FREQUENTLY ASKED QUESTIONS

HOW CAN I CONTACT YOU?

We have a 24/7 live chat on our website or you can contact us by email at support@xialile.com.

WHAT ARE THE CHARGES FOR SHIPPING?

We offer express shipping for a flat rate of $15.99 or standard shipping for $6.99 per order. If your total order value exceeds $50, delivery is free.

WHICH PAYMENT METHODS DOES xialile.com ACCEPT?

We currently accept payments by credit card and PayPal. If you would like to arrange payment via another method, we are happy to try to accommodate your request! Contact us directly at support@xialile.com to arrange this.

IS IT SAFE TO SHOP ONLINE AT xialile.com?

Absolutely! We use GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures secure transmission of your personal information on the Internet. We do not store credit card information and do not share your personal information with third parties. If you still do not wish to place your order, please contact support@xialile.com and we will contact you regarding an alternative method of placing your order!

HOW CAN I CHANGE OR CANCEL MY ORDER?

If you need to make changes to your order, please contact us at support@xialile.com within 8 hours of your order. We cannot make changes after this period.

HOW CAN I TRACK MY ORDER?

Once your order has been shipped, we will send you an email with a tracking number. If you have not received this email, please email support@xialile.com.

WHAT IS A PRE-ORDER ITEM? CAN I CANCEL MY PRE-ORDER?

A pre-order item is an item that you order before we have it in stock. You can cancel until your order has been processed. To cancel, you can email us at support@xialile.com.

I HAVE ORDERED A SET WITH A PRE-ORDER, WILL THEY BE SHIPPED SEPARATELY?

We will ship your order when all items are available. If you wish to receive your available item before the pre-ordered one, please email us at support@xialile.com.

WHAT IS YOUR RETURN POLICY?

We offer a hassle-free return within 14 days. The goods must be in their original condition with the return label and hygiene seal intact. The goods must not have been used, washed or altered in any way. Unfortunately, we cannot accept returns that do not meet these requirements. xialile.com offers a full refund (item price excluding origin shipping costs). All returns can be sent to our US returns warehouse.

HOW DO I REQUEST A RETURN?

Requesting a return has never been easier! We offer a hassle-free return within 14 days. To initiate a return, simply email us at support@xialile.com with the email address used to process your order within 14 days of receiving your package. Please note that we cannot refund the original shipping cost for returned items unless they are defective. We also cannot refund return costs. Once the goods are received, we will send you your new goods or issue your refund (the price of the goods excluding origin shipping costs). We cannot be held responsible for the loss of returned clothing. We recommend using a registered mail service to return items and keep track of tracking information.

WHAT DO I DO IF THE ITEM I RECEIVE IS DAMAGED OR DEFECTIVE?

We work hard to ensure that all items sold are of the highest quality. If you still have a problem with a defective or damaged item, please email us at support@xialile.com so that we can process the matter quickly for you!