FAQ
Delivery Information
Delivery Information
When will I receive my order?
Orders typically take 3–7 days to fulfil before being shipped out. Shipping times vary based on your location:
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
Where will my order ship from?
We partner with an on-demand order fulfilment company that has facilities worldwide.
Will I be charged customs for my order?
Customs and tax fees may apply to international orders. These fees are assessed by your local customs office and are not within our control. Customs policies vary, so please check with your local customs office to see if duties and taxes will apply to your purchase.
My order should be here by now, but I still don't have it. What should I do?
Before contacting us, please:
- Check your shipping confirmation email for any errors in the delivery address.
- Contact your local post office to see if they have your package.
- Ask your neighbours in case the courier left the package with them.
If your shipping address was correct and the package wasn't left at the post office or with your neighbour, please email us at info@pure-xi.com with your order number. If there was an error in the delivery address, we can send a replacement, but shipping costs will be your responsibility.
How do I track my order?
You'll receive a tracking link via email when your order ships. If you have any questions about your tracking or shipment, feel free to contact us at info@pure-xi.com.
Return and Refund Policy
I received a wrong or damaged product, what should I do?
We're sorry if you received a damaged product. To resolve this quickly, please email us at info@pure-xi.com within a week with photos of the damaged product, your order number, and any other relevant details. We'll respond with a resolution as soon as possible.
What is your return policy?
We generally do not offer returns and exchanges. However, if there's an issue with your order, please contact us at info@pure-xi.com.
Do you offer refunds?
Refunds are only available for customers who receive wrong or damaged items. If this applies to you, please email us at info@pure-xi.com with photos of the wrong or damaged items, and we'll take care of it.
Can I exchange an item for a different size or color?
Currently, we do not offer exchanges. If you're unsure about sizing, please refer to our sizing charts in the product description section for each item. In rare cases, if you receive a mislabelled item, contact us at info@pure-xi.com within a week of receiving your order. Include your order number and photos of the mislabelled item, and we'll either send a new one or issue a refund.