We are offering free standard shipping for all orders now. Due to the Covid-19 pandemic, we are operating with certain shipping restrictions. As such, delivery may take longer than usual. Please note, unfortunately, we do not currently ship to PO boxes. All orders to countries outside of Canada are shipped on DDU (Delivery Duty Unpaid) basis. This means the recipient may be liable for any customs fees and local sales tax. We recommend that you contact your local customs office for further information.
Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please refer to our Shipping & Returns section for further information.
To start a return, you can contact us at info@xiaura.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@xiaura.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, we will send you a new item.
For your inquiries or questions, please contact our customer service at info@xiaura.com.
