FAQs
Feel free to check out our FAQs
Your needs and experience are always our top priority, and we are committed to delivering exceptional service with professionalism, efficiency, and a warm, personal touch.
Payments
What payment methods do you accept?
We gladly accept all major credit cards (Visa, Mastercard, etc.) and paypal, and may offer extra payment methods by country--all available options show on our checkout page.
Is my payment information secure when shopping on your store?
Rest easy ～ your payment info is totally secure! Your peace of mind matters to us. Our checkout page uses SSL and we use trusted, industry-standard security to keep it safe and encrypted.
What should I do if my payment doesn't work?
First, don’t worry—we’re here to help you sort this out easily!
Start with a quick check: Make sure your card details (like the number, expiry date, and CVV) are entered correctly, and that your card has enough funds or isn’t expired.
Try another payment method: If your first option isn’t working, feel free to use a different card or any other payment method shown on the checkout page (like Apple Pay or Google Pay, if available in your region).
Reach out if you need more help: If the above steps don’t fix it, just send an email to contact@xeniaura.com and we’ll work with you to get your order sorted ASAP.
We want your shopping experience to be smooth, so we’re here to support you every step of the way!
Where can I enter a discount code to get the discount?
Happy to help! Just add items to your cart, then go to the checkout page. Look for the "Discount Code" or "Promo Code" box, type your code in exactly, and click "Apply"—your discount will show up right away!
If you can’t find it, or need help, just let us know via contact@xeniaura.com.
How do discount code works?
Happy to share! Our discount codes work for all items (exclude discounted items) and within the valid dates listed—just make sure to use them before they expire, and they’ll apply smoothly at checkout!
Kindly note that our system automatically picks the best deal for you—no extra steps needed. Plus, each discount code works once only, and you can use one per order. Super easy to save, right!
Shipping & Delivery
How long will it take for my order to be shipped after I place it?
Happy to let you know! Since each product is handcrafted just for you after ordering, it takes 3-5 business days to prepare your order before shipping. Once shipped, delivery takes 5-11 business days for orders all countries—so total logistics time is roughly 8-16 business days for delivery.
Please note: This total time doesn’t include unexpected delays from the carrier (like weather or logistics hiccups). We’ll send a tracking number once your order ships, so you can follow its journey easily!
What are the shipping costs for my order, and do you offer free shipping?
Happy to share! Standard shipping is $5.9, and we offer free shipping when your order hits $118 or more—no extra steps needed! We also send out free shipping coupons from time to time, so keep an eye out for those!
Can I track my order once it's been shipped?
Absolutely! Once your order ships, our system will automatically send you an email (or text, based on your checkout preferences) with a tracking link and number.
You can also track it via the "Order Status" link in your original order confirmation email, or your store account (if you made one). Just note tracking updates might take up to 5 days to show— it just means your package is on its way to the carrier and waiting to be scanned.
let us know if you need help via contact@xeniaura.com!
Do you ship on weekends or bank holidays?
Sorry, we generally do not ship on weekends or bank holidays.the working days are defined as Monday to Friday, and both weekends and bank holidays are not included in the processing time.
But sometimes, if you have a situation, you can email contact@xeniaura.com—Aurelia will handle it if she sees the email.
Will I be charged taxes and duties?
Good news! Tariffs will be borne by our shipping fee, and the product price already includes Value-Added Tax (VAT),so you will only see the added shipping fee at checkout.
Can I change my shipping address after placing an order?
Of course you can change your shipping address after placing an order!
Just a little reminder—make sure to do it within 24 hours of your payment, and we’ll help sort it out for you right away~
Can I cancel my order?
You can cancel your order, but here’s a quick heads-up: the cancellation window is only within 12 hours of placing the order. Once this 12-hour period passes, we won’t be able to process the cancellation for you anymore. If you need to cancel, act fast—we’ll get it sorted right away!
My package showed as delivered, but I still haven't received it. What should I do?
We totally get your worry about the "delivered" package you haven’t received!
This may be because the carrier marked delivery in advance, or hid the package (like by your door gap) to keep it safe. First, check those spots and ask your family/neighbors.
If you still can’t find it, contact the carrier with your tracking number.
Or you can contact us via contact@xeniaura.com.
Kindly note that we are unable offer reshipment or refund for orders marked "delivered" if it’s still missing after these steps. Fingers crossed you find it soon!
Returns & Exchanges
Can I return or exchange my jewelry?
Yes, you can return or exchange your jewelry!
Request within 30 days of receipt; custom pieces (e.g., engraved ones) are non-returnable/exchangeable.
Ensure the jewelry is unused with original packaging/tags (no wear/scratches).
Please note: You will bear the shipping costs for returns or exchanges.
How do I start a return or exchange for my order?
To start a return or exchange, please contact us via contact@xeniaura.com —don’t forget to include your return reason and photos of the jewelry, and we’ll assist you right away!
When will I receive my refund?
As soon as we receive your returned item(s), we will initiate a refund of the purchase price of your items (excl. the shipping fee in case you paid for shipping) within 7 working days. Please note that for all countries taxes, duties and shipping costs are non-refundable.
warranty
What does the jewelry warranty cover?
We provide a 2-year warranty period for all non-customized jewelry from the date of delivery, covering the following issues caused by production defects: 925 silver jewelry tarnishes or fades prematurely (excluding normal oxidation from long-term wear); Jewelry components (e.g., clasps, chains, gemstone settings) fall off or break due to poor craftsmanship; Engravings (if applicable) fade or peel off within the warranty period.
The warranty does not cover:
Damage caused by improper use, negligence, or accidental drops;
Normal wear and tear (e.g., scratches on the surface, slight deformation of soft metals like silver);
Damage caused by contact with chemicals (perfume, lotion, sweat, seawater, etc.);
Customized jewelry or products repaired by third parties without our authorization.
How do I submit a warranty claim?
Submitting a warranty claim is simple—just follow these steps:
First, reach out to our customer service team via contact@xeniaura.com.
Then, please share three key things: 1) clear photos of the jewelry issue (to help us understand the problem), 2) a brief description of the issue, and 3) your order number.
Once we get this info, we’ll use your order number to pull up your purchase details quickly, review your claim, and work with you to solve the problem—we’ll keep you updated every step of the way!