DELIVERY INFORMATION
All orders are prepared and shipped within 24 to 48 hours by our teams (excluding weekends and public holidays)
Xue Su ensures deliveries in the following geographic areas: EUROPE, CANADA, DOM TOM.
With each order placed, you will receive a confirmation email and then a second email with your shipping confirmation including your order tracking number.
During busy periods, order preparation may take 72 hours or 3 working days.
The choice of carrier as well as the price may vary depending on the weight, quantity, availability of products and the amount of the basket, as well as the country of shipment.
OUR SHIPPING METHODS
• By fedex (home delivery, collection point, post office, 8 to 15 working days)
Some orders may be linked to multiple suppliers, the items are then sent separately.
SHIPPING COSTS
The cost of delivery is free for all orders placed on our site. Xue Su reserves the right to modify this cost over a short period of time or to cancel them. This modification does not require any notice to the site's customers.
In no case can a third party claim a refund of the delivery costs in place at the time of the purchase made. Information regarding delivery costs is indicated at all times in the upper part of any page of the site, as well as at the order confirmation stage.
REFUND POLICY
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Items that cannot be returned:
Gift cards
Supply of goods made to the consumer's specifications or clearly personalized
To make a return, you must provide us with a receipt or proof of purchase.
Please do not return your purchase to the manufacturer.
There are certain situations where only a partial refund is granted: (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery.
Item(s) received defective
If your order is delivered to you defective in whole or in part , you can benefit from a return or a refund of the item(s) concerned. To do this, send us a message to the following email address: 1632224394@qq.com , including proof of payment (a screenshot of the confirmation email received when you placed your order, for example) and a photo of the items concerned. Please also specify in the message whether you would like the defective items to be returned or a refund for them.
Cancellation of order
Our priority is to print and ship your orders as quickly as possible in order to offer you a fast and efficient service. However, to ensure optimal processing and avoid any unnecessary loss, we wait 24 hours after the validation of each order before launching the printing. This period also allows us to process any requests for modification or cancellation.
Therefore, the customer has a maximum period of 12 to 24 hours after payment of their order to request a cancellation and obtain a full refund. After this period, we begin the printing process, which incurs direct costs for the preparation and customization of your product.
If the cancellation request is made after 24 hours but before 48 hours , we will be able to make a partial refund of 50% of the total amount, due to the costs already incurred for the production.
After 48 hours , or once the order has been shipped, no refund can be made, in accordance with Articles L. 221-18 to L. 221-28 of the Consumer Code , which specify that products made to measure or personalized are not subject to the right of withdrawal.
We invite you to contact us quickly in the event of a change concerning your order so that we can best meet your expectations.
Replacement and voucher (if applicable)
Exchange your item for a different size/color.
Exchanges are only available for the same size and/or color of the same style. Exchanging for a different product is strictly not permitted. We recommend returning your original item for a refund and then placing a new order for the product you want.
Refund details and vouchers
By default, the reimbursement method is credit.
If you wish to receive a refund on the payment method used for your purchase, you must notify us by email at 1632224394@qq.com . Orders that are exchanged or items returned/exchanged due to manufacturer defect will not incur a restocking fee. The fee will be applied to the original order and the balance will be refunded.
Only the final price paid (after any discount) will be refunded.
Discount codes or vouchers cannot be reissued and are non-refundable.