FAQ
Which countries do you ship to? / What is the delivery time for the ordered products?
| Country | Avg. Delivery Time (excl. shipping time of 1-3 days) |
|---|---|
| Egypt, Jordan, Lebanon, UAE | 4-7 DAYS |
| Australia, Austria, Bahrain, Bulgaria, Canada, France, Germany, Greece, Italy, Kuwait, Oman, Qatar, Romania, Saudi Arabia, Slovakia, UK, USA | 7-12 DAYS |
| Belgium, Brazil, Croatia, Czech Republic, Denmark, Estonia, Finland, Hungary, Ireland, Latvia, Lithuania, Malaysia, Netherlands, Norway, Philippines, Poland, Portugal, Serbia, Singapore, Slovenia, Spain, Sweden, Switzerland, Turkey | 12-19 DAYS |
Note: The order cannot be shipped to PO Boxes, APO, FPO, or DPO addresses.
Why is my country not on the serviceable area list?
We have only added a few major countries for now from where we have been getting a lot of requests. So if you can’t find your country there, just drop us a mail at care@Xenpachi.com and we will check with our courier partners and get it added is possible.
What are XenPoints? How do I use/earn them?
1. All registered users earn points/cashback via
a) Shopping: Every time you shop on our website, you earn cashback in the form of XenPoints equivalent to your order value, within 1 week of the order delivery.
b) By Referring: Read about this here: Refer & Earn
2. You can use the XenPoints for discount during checkout (10 XenPoint = 1 USD ).
3. You can check your XenPoints balance in here: XenPoints.
4. Points in your wallet expire in around 4 months from the day they were added.
Do I have to pay any shipping charges?
We provide FREE shipping on all orders above 80 USD.
For orders below 80 USD there is an additional Shipping cost of 10-25 USD.
NOTE: Free Shipping is currently not available for Saudi Arabia, Lithuania, Sweden, Ireland, Estonia, Latvia, Philippines, Serbia, Lebanon, Jordan and Egypt.
How can I pay via PayPal?
To pay via PayPal just change your currency to USD/AUD/CAD/EUR/SGD. You can change your currency from the left menu in mobile devices or from the top right menu on desktop.
Where do you ship from? / Where are your products manufactured in?
All our products are made in and shipped from India by us. None of these products are rebranded stuff imported in bulk or stuff drop-shipped from China or other countries.
Do I have to Pay any custom or import duty on my order?
No & Yes. Minimal customs or import duties might be charged once the parcel reaches its destination country. The recipient of the parcel must pay the charges if there are any. Unfortunately, we have no control over these charges and will not be able to define the cost as it varies from country to country.
If you choose to not pay duties and taxes and refuse to accept the delivery of the product, the refund will be made after deducting the shipping & import charges we incur during the round trip back to India. If the total charges are higher than the order refund amount, no refund will be made.
Why are FREE offers like BUY 2 GET 1 FREE not completely FREE?
Shipping items of value 0 (free) sometimes causes issues with custom clearance. To avoid that the FREE offer is applied as 99.9% discount.
How do I Track My Order?
- A tracking link is generated and mailed within 24 hours of order placement. The tracking however becomes active only when the shipment has been picked up from our warehouse (i.e. within 1-2 business days of order placement).
- Since this is a cross country shipment there are 2 tracking number involved:
- Initial AWB : Tracking number shared in the beginning with the link. This is generated by the courier partner in our country.
- FinalMile or LastMile AWB : This tracking number is mentioned on the initial tracking page’s details. This AWB will become active once your order has been handed over to the courier partner in your country. To track FinalMile AWB you can just google it and it should take you to the relevant courier partner or just mail us and we will provide you with the name of your delivery partner.
- Note: Due to involvement of 2 courier companies tracking sometimes might take time to show latest updates.
How do I cancel/modify my order?
To ensure fast delivery we try to ship all our order within 1-2 business days. We won’t be able to cancel or make changes to your order once it is shipped from our warehouse.
Please send an email within 24 hours of placing the order for cancellation/modifications.
1. To cancel or modify your orders just drop a mail at care@xenpachi.com mentioning the changes to be made to the order. Don’t forget to mention your order id as well.
2. For modifications – please write “Modify My Order” in the email’s subject along with the order no.
I wasn’t available at the address to receive the order or I entered incorrect addresses? What do I do now?
You have to reach out to us via email at care@xenpachi.com within 24 hours of delivery attempt failure. We can then get in touch with the final mile partner in time and try to re-arrange another delivery attempt or share details with you for self-pickup. If we are not informed in time then the courier company might start the process of reverse shipment and send to the main courier hub, after which:
1. We can still try to get the order re-forwarded from the main courier hub but a re-forwarding fees may be charged by the hub for it.
2. If the main courier hub had already started re-shipment of the order back to us, then refund will be processed after deducting the shipping charges for the round trip plus import duty while receiving the order back in our country.
3. If the shipping charges + import duty for the re-shipment to us exceeds the total order amount then no refund will be made.
4. Please note in many cases the order might be abandoned by the courier company and not even reach back to us, in which case we won’t be able to refund any amount.
The size did not fit me, can I exchange it?
Al products are shipped from INDIA. Unfortunately there is no economical way of getting it replaced so we would request you to, please refer to the size chart before purchasing the product.
How do I apply for refund of my product(s)?
Note: Please go through Refund Policy
My order has crossed “Expected Delivery Date” and is not yet delivered. / Tracking shows false delivery status updates.
In such a case please drop us a mail within 24-48 hrs at care@xenpachi.com so that we can investigate further.
How am I so awesome?
I know. It’s hard to believe because it’s a full-time job, but someone’s gotta do it!
For any other issue, you can always drop us a mail at care@xenpachi.com.
Return & Corporate Address:
Xenpachi Retail LLP
Plot No. 16 Basement Hall No. 01
Purander ji ka bagh
Moti Dungri Road
Adarsh Nagar, Jaipur 302004
Rajasthan, India
care@xenpachi.com
All artworks posted on this website is intended as fan art and are submitted by independent artist from around the world and is not purported to be official merchandise unless indicated otherwise. If you have any issues regarding the artwork do write in to us at care@xenpachi.com.