How to shop & place an order
|Do I need an account to place an order?||Yes, you need to register for an account to place an order on Xuena. All you need is a valid email address to sign up for a Xuena account.|
|I have forgotten my password, what should I do?||Please Click the ‘Forgot your password?’ Button on our Sign In page and enter your registered email address. And, You will receive an email to reset your password.|
|How do I place an order on Xuena Platform?||It's easy and please follow the following steps|
1. Choose a category navigation menu or explore a specific product by searching specific brand name or product.
2. Select your desired product and click “Add to cart”. Then, you can continue to browse the platform and add more items, or check out directly by clicking the “Go to Checkout” button of the shopping cart page.
3. You need to sign into your account or create an account to proceed with your “Checkout”.
4. Enter your address, confirm the payment method and delivery details and finish the “Checkout” process. And we'll confirm the order and the parcel will be carefully prepared and shipped to you. At the same time, we will continue to update the status of your order.
If you need any assistance, please contact our customer service.customer service.
|Can I cancel my order or make changes to it?||Sorry, our system currently did not provide cancel or modify order functions. Unpaid orders will be automatically cancelled after timeout. If you need assistance, please contact our customer service.|
Pricing & Payment
|Which currencies can I use to shop?||Your orders will be charged in HKD or USD.|
Product Availability & Authenticity
|Are items sold on Xuena Platform are authentic?||Yes, our products are carefully sourced and selected directly from the Premium brands globally and we guarantee all the items are authentic. And all the commodities sold on Xuena platform will apply anti-counterfeit technology(IrisCQR) to prevent any Counterfeit.|
Shipping, Taxes & Duties
|How much will I be charged for shipping?||The delivery fees varies depending on the size, weight and destination of your chosen items, and the actual fees will be shown at the checkout page.|
|When will I receive my item and how can I track delivery?||Once your order is confirmed, we'll pack your items carefully and dispatch it within 3 business days. The delivery process takes 7-14 business days, depending on your location and chosen shipping method. (Delivery time may be delayed due to COVID-19)|
We will update the delivery status of your order, you can log in to “My Order” to check the order status in the “Order Details”
|Should I need to pay any taxes and duties?||Destinations in Thailand and Malaysia, all tax will be collected during the check out process together with the shipping fee.|
Destinations in Singapore, Taiwan, and Indonesia, the price you pay to Xuena will not include any import duties and sales taxes. As the recipient, you might need to pay these fees directly to Local Customs to release your parcels upon arrival.
For more details, please kindly contact our customer service team.customer service team.
|Why can't certain items be shipped to me?||Although Xuena offers global delivery services, our partnered merchants can determine where their products can only be sold in certain regions at their own discretion. In addition, some specific products may also be restricted by local customs in the country you are shipping to due to its local policy. Please feel free to contact us for more details!|