Return
You can return your item within 14 days of receiving it. Please send us an email at info@xipaia.com with your order number for further return instructions.
Please ensure that the item(s) are returned in a saleable, unworn, and undamaged condition, in their original packaging, within 14 days of receipt. Items returned outside of this timeframe will be refused.
Please note that we do not provide a free return label. The delivery fee for returned items is the responsibility of the customer.
We cannot refund your delivery costs.
Earrings cannot be returned due to hygiene reasons.
Sale items are final, and we cannot process refunds for these items.
If the items are damaged or show signs of wear, we cannot accept the return; they must be in a resealable condition.
We are unable to resend orders that are returned to us by Canada Post or their international delivery partners. If your order is returned to us, you will be refunded the item total. Please note that delivery costs are non-refundable unless we are liable for mistakes on the shipping label.
Exchange
You can exchanged your item upon 14 days of the receipt of the item. Please send us an email at info@xipaia.com with your order number for further exchange instructions.
Please ensure that the item(s) are returned in a saleable, unworn, and undamaged condition, in their original packaging, within 14 days of receipt.
Please note that we do not provide a free exchange label. The delivery fee for items sent for exchange is the responsibility of the customer.
Earrings cannot be exchanged due to hygiene reasons.
Sale items are final, and we cannot process exchanges for these items.
If the items are damaged or show signs of wear, we cannot accept the exchange; they must be in a resealable condition.
Faulty Goods
All our products are carefully checked before they are lovingly packaged. If for any reason your item is faulty or has been damaged in transit, please get in touch immediately via info@xipaia.com, attaching an image of the item in the email to expedite the process. Please do this within 24 hours of receiving your item.
If it has been more than 24 hours since the delivery date, we cannot assist, and the products are considered “misuse by the buyer”.
Refunds
We will notify you once we have received and inspected your return, and inform you whether the refund has been approved or not. If approved, you will be automatically refunded via your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at info@xipaia.com.
Undelivered Parcels
If you were not at home, if the courier could not find a safe place to leave the parcel, or if you have not paid the customs tax (for international orders only), the parcel will be returned to us.
When the parcel is returned to us, we will issue a refund for the items. Delivery charges are not refundable.
If you still want the items, you will need to create a new order.
Need help?
Contact us at info@xipaia.com for questions related to refunds and returns.