• Free Shipping on Orders Over $50
1-800 325 1018 Hello@Xenista.com
  • Free Shipping on Orders Over $50

Shipping, Exchange & Refund Policy

 

This page outlines our policies regarding shipping, returns, exchange and cancellations.

SHIPPING:

Please Note: Currently we only ship to addresses in the United States, while you can order from anywhere in the World.

We have a very simple shipping policy to make it easy for our customers.

You will pay only a Flat Shipping Fee of $4.95 which includes Shipping & Handling fees irrespective of how many items you have in your order. So the more you buy the more you Save!

The handling time to process your order is typically 3-5 business days, although we will try to ship it sooner. And the delivery will need another 3.5 days. So pl. allow this time while placing an order for a special occasion or event.

If you sign-up for our Newsletter (you can find in the footer of our website), you may get notified about special promotions and discounts we run time to time, and some of these may include FREE Shipping. These promotions will include the coupon code to use so that you can receive the FREE shipping for that specific promotion.

EXCHANGE DUE TO PRODUCT ISSUES:

If you received a damaged product, please notify us immediately for assistance via our Contact Us page or send an email to Hello@Xenista.com. We will be more than happy to get this resolved at the earliest possible and send you a replacement.

Please note that for products made of natural materials like cotton, leather, natural stones, wood etc. each piece could have some natural differences in color or texture and such reasons do not qualify for exchange or return. The same is true for hand made items, each item may have some minor differences which will not qualify for exchange or return.

But if the product itself is defective, or if the final product is materially different than the design displayed in the campaign, we're here to help and give a 100% satisfaction guarantee. Under these conditions, our products can be returned within 14 days of the original purchase of the product FREE of any cost to you.

In such cases we will ship you the correct product and include a pre-paid return label. As soon as you receive the replacement, you should ship the original product back to us in its original packing and tags.

Please make sure that:
The product was purchased in the last 14 days; and the product isn't used; and either

  • the product itself is defective, or
  • the final product is materially different than the design displayed on our product page or
  • we sent you an incorrect product or size.

EXCHANGE/CANCELLATIONS:

If you ordered incorrect size, and want to exchange for a different size, or you want to exchange for a different style color or any kind of even exchange please make sure that the product was purchased in the last 14 days; and the product isn't used; and the tags are intact or included in the return package, no product will be considered for exchange if it was purchased prior to 14 days.

For all exchange/cancellation/return requests as a result of customer error or changing their mind or issues with sizes for the product. The following costs will need to be borne by the customer:

EXCHANGE:

    • Shipping charges incurred in connection with shipping the replacement and the return shipping of original product will be borne by customer
    • In addition to above you will have to pay 15% of the cost of the product(s) as re-stocking fee
    • Exchanges will only be processed once you pay the additional invoice for the above costs
CANCELLATION:
    • Shipping charges incurred in connection with shipping the product(s) will be borne by customer
    • In addition to above you will have to pay 15% of the cost of the product(s) as re-stocking fee
    • The above fees will be deducted once the item is received and inspected by us and the remainder amount will be credited back to the mode of payment used by you when placing the order.

We use USPS, FedEx or UPS to ship the products and time taken for delivery will be based on the shipping method and carrier, typically this is 3-5 business days.

    Please be advised that once your item has been shipped, the below conditions will apply for changes or cancellations. In rare occasions if you notify us immediately after placing your order and the items hasn't moved into shipment process we may be able to cancel the order without any fees. Typically this will need to be within 5 hours of placing the order, as some of the orders will move into shipment phase very quickly.

    If you have a need for exchange or cancellation or return please send email to Hello@Xenista.com, and our friendly Customer Advocacy team will guide you on next steps, Or reach us via Contact Us  page.

    REFUND:

    In case of refund arising as a result of cancellation or any approved credits back to you on an order you placed, we will process refund from our end in 48 hours after we approve of the cancellation/credit. But for the funds to return to your Bank account or Paypal (depending on mode of payment used) it will take few addl. days which is the time taken by the banks to process the credit and your financial institution to show the credit in your account. But in case you do not see the credit in your account after 10 days, pl. feel free to contact us.

    Please note: Due to the popularity of certain items in our catalog, shipping times may take longer than the estimates shown on the website. Also at times some products may run out of stock, and you will need to allow time for us to obtain new stock. And if you are not comfortable to wait, you can let us know and we will refund you the money for your order.