FAQ
Frequently Asked Questions (FAQ)
Welcome to XULVITO!
We understand that you may have questions about our women's fashion collections, clothing sizes, product details, orders, payments, shipping, returns, and refunds.
This FAQ page is designed to provide helpful information and make your shopping experience simple, convenient, and transparent.
If you cannot find the answer you are looking for, please contact our customer service team:
Email: service@xulvito.com
Customer Service Phone: +1 3092409567
For questions about an existing order, please include your order number and the email address used during checkout.
1. Ordering & Payments
How do I place an order?
Shopping at XULVITO is simple.
Browse our women's fashion collections, select your favorite products, choose your preferred size and color where available, and add your selections to the shopping cart.
When you are ready to purchase:
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Open your shopping cart.
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Review your selected products, sizes, colors, and quantities.
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Proceed to checkout.
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Enter your shipping and contact information.
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Select an available payment method.
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Review your order details and complete payment.
Please ensure that all order and shipping information is correct before submitting your purchase.
Do I need an account to place an order?
No. You can place an order as a guest without creating an account.
Creating an account may make it easier to access your order history and manage your account information.
Can I change or cancel my order?
You may request an order modification or cancellation within 48 hours of placing your order.
Please contact us as soon as possible at:
Include your order number and the changes you would like to make.
We will make reasonable efforts to accommodate your request before fulfillment or shipment begins.
Please note that cancellations and modifications cannot be guaranteed once an order has entered processing or shipping.
Applicable statutory cancellation rights remain unaffected.
How do I apply a discount code?
If you have a valid XULVITO promotional code, enter it in the designated discount code field during checkout.
Click "Apply" and verify that the discount has been reflected in your order total before completing payment.
Promotional codes may be subject to expiration dates, minimum purchase requirements, product restrictions, or other promotional conditions.
What payment methods do you accept?
We accept supported payment methods displayed during checkout, which may include major credit and debit cards such as:
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Visa
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Mastercard
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American Express
Other payment options may be available depending on your location and checkout settings.
What currency are your prices displayed in?
Our store prices are generally displayed in United States Dollars (USD).
If you pay using another currency, your bank or payment provider may apply currency conversion rates or additional fees.
Why was my payment declined?
A payment may be declined for several reasons, including:
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Incorrect payment information.
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Insufficient available funds.
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Bank security restrictions.
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Payment authorization issues.
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Restrictions imposed by your payment provider.
Please verify your payment details or contact your bank or payment provider for assistance.
2. Shipping & Delivery
Where do you ship from?
XULVITO fulfills orders through available fulfillment facilities and logistics partners.
The shipping origin may vary depending on product availability, fulfillment arrangements, and your delivery destination.
The shipping origin may differ from our registered company address.
How long does shipping take?
Our standard estimated delivery schedule is:
Order Processing Time:
1–3 Business Days
Orders are generally prepared for shipment after successful payment confirmation.
Estimated Shipping Time:
12–15 Business Days
This refers to the estimated transportation period after dispatch.
Total Estimated Delivery Time:
13–18 Business Days
These timeframes are estimates and are not guaranteed arrival dates.
Actual delivery times may vary depending on:
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Delivery destination.
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Carrier operations.
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Customs clearance.
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Weather conditions.
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Public holidays.
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Transportation disruptions.
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Other circumstances outside our reasonable control.
Processing time and shipping time are separate.
How much does shipping cost?
Applicable shipping fees are calculated based on factors such as:
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Delivery destination.
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Shipping method.
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Order details.
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Available promotions.
Any applicable shipping charges will be displayed during checkout before payment is completed.
The final shipping amount shown at checkout will apply to your order.
Do you offer international shipping?
XULVITO accepts orders for delivery to supported international destinations.
Available shipping methods and delivery estimates may vary depending on product availability, destination, and local carrier coverage.
If your delivery address is not supported, you may be unable to complete checkout using that address.
How can I track my order?
Once your order has been dispatched and tracking information becomes available, we will send the shipping details to the email address provided during checkout.
Tracking information may include:
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Order reference number.
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Carrier information.
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Tracking number.
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Shipment status updates.
You can use the tracking number to monitor your package.
Why is my tracking information not updating?
Tracking information may take some time to appear after shipment.
Temporary gaps in tracking activity may occur during:
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International transportation.
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Carrier transfers.
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Customs processing.
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Local delivery handovers.
A delay in tracking updates does not necessarily mean your package has been lost.
If your tracking information has not updated for an extended period, please contact:
Include your order number and tracking details so we can assist you.
What should I do if my package is delayed?
Delivery delays may occur because of:
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Customs inspections.
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Carrier service interruptions.
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Severe weather.
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Public holidays.
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Transportation disruptions.
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Unexpected logistics issues.
Please monitor your tracking information.
If your package is significantly delayed, contact our customer service team with your order number and tracking details.
We will review the available shipment information and assist where possible.
Can my order arrive in multiple packages?
Yes. Orders containing multiple fashion items may occasionally be shipped in separate packages.
If your order is divided into multiple shipments:
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Packages may arrive on different dates.
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Separate tracking numbers may be provided.
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Items may be dispatched from different fulfillment locations.
Receiving one package does not necessarily mean that the remaining items are missing.
3. Order Changes & Delivery Issues
What if I entered the wrong shipping address?
If you notice an incorrect shipping address, please contact us as soon as possible and within 48 hours of placing your order.
Email: service@xulvito.com
Please provide:
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Order number.
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Original shipping address.
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Correct shipping address.
We will make reasonable efforts to update your information before fulfillment begins.
However, address changes cannot be guaranteed once an order has entered fulfillment or has been shipped.
Can I change the items, sizes, colors, or quantities in my order?
Please contact our customer service team as soon as possible.
Include your order number and the requested changes.
We will review your request based on the current order status and product availability.
Changes cannot be guaranteed after fulfillment or shipment has started.
What if my package is marked delivered but I have not received it?
We recommend taking the following steps:
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Check your delivery location and surrounding areas.
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Ask household members, neighbors, or reception staff.
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Review the carrier's delivery notifications.
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Contact the shipping carrier for additional delivery information.
If your package remains missing, please contact:
Provide your order number and tracking information so we can review the situation.
4. Returns & Refunds
What is your return policy?
XULVITO accepts eligible return requests within 30 days from the date of delivery, in addition to any mandatory consumer rights that apply under local laws.
To qualify for a standard change-of-mind return, products should generally be:
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In their original condition.
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Clean and free from damage.
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Unwashed and unaltered.
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Returned with original packaging where applicable.
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Accompanied by applicable accessories and components.
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Supported by valid proof of purchase.
Please contact customer service before returning any merchandise.
For complete details, please review our Return & Refund Policy.
How do I request a return?
To request a return, contact:
Please provide:
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Order number.
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Email address used during checkout.
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Product you wish to return.
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Reason for the return.
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Supporting photographs where applicable.
Our customer service team will review your request and provide return instructions.
Please do not send products back before receiving return authorization and the correct return instructions.
Who pays for return shipping?
For standard change-of-mind returns, customers are generally responsible for return shipping costs, where permitted by applicable law.
For confirmed damaged, defective, or incorrect products caused by our error, we will provide appropriate assistance and reasonable return shipping support where a return is necessary.
Original shipping charges are generally non-refundable unless otherwise required by applicable law.
What if my clothing item arrives damaged or defective?
If your product arrives damaged, defective, incorrect, or materially different from the item ordered, please contact us within 30 days of delivery.
Please provide:
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Order number.
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Description of the issue.
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Clear photographs of the product.
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Packaging photographs where relevant.
Our team will review the information and determine an appropriate resolution.
What solutions are available for damaged or incorrect products?
Depending on the circumstances, approved claims may be resolved through:
1. Replacement
We may provide a replacement product if a suitable replacement is available.
2. Reshipment
If an item is confirmed missing or incorrectly fulfilled due to our error, we may arrange to ship the affected item again.
3. Partial Refund
A partial refund may be offered if the customer agrees to keep the product.
4. Full Refund
A full refund may be issued when justified by the circumstances, including cases where a suitable replacement or reshipment cannot be provided.
The appropriate solution will be determined after reviewing the available information and applicable consumer protection requirements.
When will I receive my refund?
Approved refunds are generally processed within:
5–10 Business Days
Refunds are generally issued to the original payment method.
Your bank or payment provider may require additional time before the funds appear in your account.
Can I exchange a clothing item for another size or color?
Yes. You may contact our customer service team to request an exchange.
Exchange requests depend on:
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Product availability.
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Available sizes and colors.
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Product condition.
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Return eligibility.
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The nature of the requested exchange.
If the requested replacement size or color is unavailable, we may discuss an alternative solution, including a refund where appropriate.
What if I receive the wrong product, size, or color?
Please contact us within 30 days of delivery.
Send us:
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Your order number.
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Photos of the product received.
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A description of the issue.
Our team will review the matter and assist with an appropriate solution, which may include reshipment, replacement, or refund.
What should I do if an item is missing from my order?
First, check your shipping confirmation emails to see whether your order was split into separate shipments.
If an item is still missing, please contact service@xulvito.com with your order number, photos of the package, and photos of the items you received.
Once we have reviewed the details and confirmed the missing item, we will arrange a replacement shipment or the appropriate refund.