Xuena orders are delivered Monday to Friday between 9am and 5pm. As every order is unique, shipping costs will vary depending on the size, weight and destination of your chosen items.
Express shipping to HKSAR: delivery within 5-7 business days;
Rest of the world: delivery within 7-10 business days
Please keep in mind that our shipping times should be used as a guide only and are based on time from dispatch. Xuena cannot take responsibility for customs clearance delays or failed payment approval, though we will try to minimize any potential delays.
After placing an order, you will receive an email containing all the details. We may also be in touch if we need further information to verify your payment. Once your order is confirmed, it will be dispatched within 3 business days.
Depending on your location and chosen shipping method, delivery takes 2-7 business days after it's dispatched. We will keep you updated with tracking information and an estimated delivery date. You can also follow its journey by heading to ‘My Orders’ in your account.
While we aim to always deliver within the specified times, we aren’t responsible for delays due to customs clearance or failed payment approval.
Please contact us if you fail to receive your items within thirty days of your purchase, or we might not be able to issue a refund. Please contact us if there is any item missing from your order 7 days within arrival.
Your order will be automatically canceled if you simply don’t pay within 30 mins after the order is placed. Once your payment goes through, you will not be able to cancel the order via the website.
Once you paid, you may only cancel your order before we start preparing your items by contacting email@example.com, and our customer service team will assist you with the process.
More information, please refer to our ‘Returns & Refunds’.