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 an account.|
|I have forgotten my password: what should I do?||Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.|
|How do I receive Xuena email updates?||Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can then manage your email preferences under ‘My Account’.|
|How do I place an order on your site?||It's easy! Here’s how: |
1.Choose a category from the top navigation menu or search to explore a specific product.
2.Select your desired piece and click ‘Add to bag’. Once you've added all items, it's time to check out under ‘My Shopping Cart’.
3.You need to sign into your account or create an account.
4.Enter your address, payment method and delivery details.
5.Sign into your Paypal account to proceed to checkout. That's it – we'll confirm the order and it will be carefully prepared and shipped to you, with updates every step of the way.
|Can I cancel my xuena.ebuy order or make changes to it?||Please contact customer service if you wish to cancel or change your order.|
Xuena.ebuy pricing & payment
|Which currencies can I shop in?||Your order will be charged in RMB in mainland China, HKD for the rest of the world for a competitive exchange rate.|
|When will my card be charged?||Xuena will take payment at the point your order is placed on our site.|
Product availability & authenticity
|Are Xuena items authentic?||100%. Our offering is expertly curated from the best brands around the globe and we guarantee all items are authentic.|
|How will my order be packaged?||Your order will be carefully packaged in a protective box — with branded dust bags if provided by the designer — to ensure it arrives to you in great condition.|
Shipping, taxes & duties
|How much will I be charged for shipping?||This varies depending on the size, weight and destination of your chosen items, and the cost will appear at the checkout.|
|When will I receive my item and how can I track delivery?||Once your order is confirmed, we'll dispatch it within 3 business days. Delivery takes 5-10 business days, depending on your location and chosen shipping method. |
You can follow tracking status by heading to 'My Orders' in your account.
|Will I need to pay taxes and duties?||the price you pay to Xuena will exclude all relevant import duties and sales taxes. As the recipient, you'll need to instead pay these directly to our carrier to release your order from customs upon arrival.|
For more details, please contact your local customs office/respective tax authority or view our ‘Duties and Taxes’ information.
|Why can't certain items be shipped to me?||While Xuena ships internationally, the brands on our site can determine where their pieces are distributed — so some may not be available to purchase in all regions. A selection of products may also be restricted by local customs in the country you are shipping to due to its local policy. Need to know more? Contact us.|