At Xiuyuan Fashion, we want you to shop with confidence. If you are not fully satisfied with your purchase, we offer a return and refund policy in accordance with the terms below.
1. Return Eligibility
To be eligible for a return, your item must meet the following conditions:
- Return request is made within 14 days of delivery
- Item is unused, unworn, unwashed, and in original condition
- All original packaging, tags, and accessories are included
- Proof of purchase (order number or receipt) is provided
Items that do not meet these conditions may not be eligible for return.
2. Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned, including:
- Women’s bras and intimate wear (if hygiene seal is broken)
- Accessories marked as final sale or clearance
- Gift cards or promotional items
- Items damaged due to customer misuse
3. Return Process
To initiate a return:
- Contact us at xiuyuanshop2018@gmail.com
- Provide your order number and reason for return
- Wait for return approval and instructions
- Ship the item back to the designated return address
⚠️ Returns sent without prior approval may not be accepted.
4. Return Shipping Costs
- If the return is due to customer reasons (wrong size, change of mind), the customer is responsible for return shipping costs
- If the return is due to our error (wrong item, defective product), we will cover the return shipping cost
We recommend using a trackable shipping service, as we are not responsible for lost return packages.
5. Refund Policy
Once your return is received and inspected:
- You will be notified of approval or rejection of your refund
- Approved refunds will be processed within 5–10 business days
- Refunds will be issued to the original payment method
Depending on your bank or payment provider, additional processing time may apply.
6. Exchange Policy
We currently offer exchanges under the following conditions:
- Item must meet return eligibility requirements
- Exchange requests must be made within the return period
- Exchanges are subject to product availability
If the requested item is unavailable, a refund will be issued instead.
7. Late or Missing Refunds
If you have not received your refund:
- Check your bank account again
- Contact your credit card company or payment provider
- Contact your bank (processing time may vary)
If you still have not received your refund, please contact us at xiuyuanshop2018@gmail.com.
8. Order Cancellations
- Orders can be canceled before shipping only
- Once an order has been shipped, it cannot be canceled and must follow the return process
9. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item:
- Contact us within 48 hours of delivery
- Provide clear photos of the product and packaging
- We will arrange a replacement or full refund after verification
10. Customs & Import Duties
International orders may be subject to customs duties or import taxes.
- These charges are the responsibility of the customer
- Customs fees are non-refundable
11. Contact Us
If you have any questions about returns or refunds, please contact us:
- Website: https://www.xiuyuanshop.com/
- Address: Yiwu City, Zhejiang Province, China
- Phone: +86 18072340301
- Email: xiuyuanshop2018@gmail.com