Frequently Asked Questions

Q. Can I cancel my order after I've placed it?

A. You may cancel the order by promptly sending us an email at support@xenzi.com within 1 hour of your purchase. However, the cancellation request may not be approved if the shipment of your order has already been initiated in our warehouse.

Q. Do you have all items in stock?

A. You can find the stock information on each product's page. Please select the color and size options to check the availability of a certain combination where applicable.

Q. What is your return policy for orders sent to the US?

A. We provide Free Returns for our US customers. Please click here to read the details of our US Returns Policy. If you're looking to return a faulty or incorrect item, please get in touch so we can get this sorted for you.

Q. What is your International Returns Policy?

A. You have 30 days to return your item for a refund. You can get store credit for your returns up to 60 days. Please click here to read the details of our International Returns Policy.

Q. How long does it take to receive my order?

A. For in stock items shipping and pick up occurs in 24 hours (on the same day if you placed your order before 11:00AM PST). The transit time depends on your shipping address and product availability. You will receive a shipment confirmation email with your tracking information once your order has been shipped out.

Q. What if I receive a wrong or defective item?

A. If you receive an item that is defective or wrong, please contact us within 5 business days of receiving the order and we will immediately take actions to correct the problem. It would be great help if you e-mail us the pictures of wrong or defective item in order us to ship the replacement product to you.

Q. There is a missing item from my order, what do I do?

A. We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. Please contact our Customer Support team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

Q. What if I have a specific time I need the order delivered by?

A. Just let us know the delivery date you wanted. We will be happy to hold your order till you want it to be shipped.

Q. Do you ship to Canada?

A. Yes! We do ship to Canada and many other countries too. Please use the shipping estimator in your shopping cart to calculate international tax and shipment charges.

Q. What types of payments do you accept?

A. We accept VISA, MasterCard, American Express, Discover and PayPal.

Q. Do you have any physical store/showroom locations?

A. We are an online only store. In order to keep our selection large, prices low, and service exceptional we do not have a store front where you can view our products.

Q. Where can I find your size guide and care instructions?

A. We never want to send you something that doesn't fit properly so we have size guides available on most of our product pages. Please check the "Size Chart" tab on each product page. Care instructions are also located at the bottom of each product page.

Q. What is Add to Wishlist?

A. You can save items for later in your Wish List for 60 days, so if you're browsing our store and aren't ready to buy anything straight away, you can Add the item to your wishlist for when you want to buy - and you can keep tabs on your must have items in the meantime. Please remember you must be a registered customer to use your wishlist. If you are not registered yet please register here.

Q. Why haven't I received an order confirmation email?

A. There are a few simple things to check if you placed an order and haven't received your order confirmation e-mail. Please make sure you have seen the order confirmation message after submitting your order on our web site indicating that your order has been successfully placed. Check your spam folder, sometimes our emails may go to spam folder for no reason. Please check your email address in your account in case there may be typographic error. You checked everything and still can't find your email? Please contact us and we'll help you to resolve the issue as quickly as we can.

Q. Can I use more than one coupon code on my order?

A. You can only use 1 coupon code per order including the Free Shipping codes.