FAQ

 

1. How do I place an order?
Browse the online store, add your chosen items to the cart, and confirm your delivery and order details. After completing payment, you’ll receive a confirmation email with your order number and purchase information.

2. Payment methods
We accept Visa, MasterCard, and other major bank cards. All payments are processed securely using encrypted systems.

3. Order changes or cancellation
Orders can be cancelled within 48 hours if they have not yet been shipped. If the order has already been dispatched, you may request a return after delivery.

4. Delivery timeframe
Orders are usually prepared within 1 to 3 business days. Delivery generally takes 6 to 12 business days. Delays may occur during peak seasons or holidays.

5. Shipping fees
Orders below £60: €9.99 shipping fee.
Orders of £60 or more: free shipping.

6. Tracking your delivery
Once shipped, you’ll receive an email with tracking details. You can also track your order online using your order number and contact details.

7. Returns and exchanges
Returns and exchanges are accepted within 30 days. Please email us with your order number, proof of payment, and reason for return. See our Returns Policy for full details.

8. Refund processing time
Approved refunds are processed within 1 to 5 business days via the original payment method.

9. Damaged or incorrect products
If you receive a damaged, faulty, or incorrect item, please contact us as soon as possible with photos so we can assist you.

10. Customer support

Address: 309 CAMELLIA DR,ANDERSON,SC 29625-2730,United States

Customer Service Phone: +1 (854) 901-2543

Customer Service Email: assist@xavivella.com

Service Hours: Monday to Friday, 9:00–18:00 (Europe/London, GMT/BST)