FAQ

Effective Date: July 6, 2026

What does Xachelle sell?

Xachelle offers a changing selection of clothing chosen for modern, versatile wardrobes. Depending on the season and current availability, our collection may include dresses, tops, shirts, knitwear, outerwear, bottoms, coordinated pieces, and other fashion-related items.

Please review the individual product page for the most current information about available colors, sizes, materials, measurements, and care instructions.

Where does Xachelle ship?

We currently ship to:

United States
Canada
Mexico

Orders with delivery addresses outside these countries cannot currently be completed at checkout.

How long does order processing take?

Most orders are prepared for shipment within 2–7 business days.

Personalized, customized, or made-to-order items may require additional preparation time. When additional processing time applies, it will be stated on the relevant product page where reasonably possible.

Business days do not include weekends or public holidays.

How long will delivery take?

Estimated transit times after dispatch are:

United States: 7–20 business days
Canada: 10–30 business days
Mexico: 20–30 business days

Processing and transit times are separate. Approximate total delivery times, including the standard 2–7-business-day processing period, are:

United States: 9–27 business days
Canada: 12–37 business days
Mexico: 22–37 business days

These are estimates rather than guaranteed delivery dates. Customs processing, carrier disruptions, severe weather, public holidays, peak-season demand, and other circumstances may cause delays.

How much does shipping cost?

Orders totaling US$50 or more qualify for free standard shipping.

For orders below US$50, the standard shipping fees are:

United States: US$7.00
Canada: US$8.00
Mexico: US$12.00

The applicable shipping charge will be shown at checkout before payment is completed.

How do I choose the right size?

Please review the size information and measurements shown on the individual product page before ordering. Sizing and garment construction may differ between products, so the size you normally purchase from another brand may not always provide the same fit.

Where measurements are provided, compare them with your body measurements or with a similar garment that fits you comfortably. If you need clarification about the information shown on a product page, contact us before placing your order.

Will the color look exactly the same as it does on my screen?

We make reasonable efforts to display product colors accurately. However, actual colors may appear slightly different because of screen settings, lighting, photography, material characteristics, and reasonable production variations.

Small differences in texture, pattern placement, stitching, finish, or measurements may also occur where appropriate to the product.

Can I change or cancel an order?

Please email us as soon as possible at support@xchfjx.com or xchfjx1@126.com and include your order number and the change you are requesting.

We will make reasonable efforts to help. However, once an order has entered processing, production, or shipment, we cannot guarantee that it can be changed or canceled.

Please check your size, color, quantity, personalization details, delivery address, and contact information carefully before completing checkout.

How can I track my order?

After your order is dispatched, we will send available tracking information to the email address used during checkout.

Tracking activity may take a few business days to appear after dispatch. If your order includes multiple items, those items may be sent in separate parcels, and you may receive more than one tracking number.

Why has my tracking information stopped updating?

Tracking may temporarily pause while a parcel moves between carrier facilities, undergoes customs processing, or transfers to a local delivery provider.

If tracking has not changed for an extended period, contact us with your order number and tracking number. We will review the available information and, where appropriate, request an investigation with the carrier.

What should I do if my order is marked as delivered but I cannot find it?

Please first check your mailbox, entrance, reception area, parcel locker, and other safe delivery locations. You may also wish to ask members of your household, neighbors, building management, or the local carrier.

If the parcel still cannot be located, contact us with your order number. We will review the situation and advise you about the next steps.

What happens if I provide an incorrect address?

Contact us immediately if you notice an error in your delivery address. We cannot guarantee an address change after processing or shipment has begun.

If a parcel is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect it, repeated unsuccessful delivery attempts, or another customer-attributable reason, applicable return, customs, handling, or redelivery costs may be the customer’s responsibility where permitted by law.

If you request shipment to a corrected address, you will be responsible for the additional shipping charge.

Can I return an item?

Eligible items may be returned by requesting authorization within 30 days after delivery.

For a change-of-mind return, the item must generally be unused, unworn, unwashed, undamaged, and returned with its original packaging, tags, accessories, and proof of purchase where reasonably possible.

Always contact us before sending an item. If your request is approved, we will email you the correct return address and applicable instructions. The registered business address is not the default return address.

Can personalized or customized clothing be returned?

Personalized, customized, or made-to-order items are generally not eligible for return because of a change of mind, an incorrect customer-selected option, or dissatisfaction unrelated to a product issue.

This restriction does not affect your rights if the product arrives damaged, defective, incorrectly produced, incomplete, or materially different from the order you confirmed.

Are any hygiene-sensitive items subject to special conditions?

Where a product cannot be returned after opening or use for genuine health, hygiene, or safety reasons, that restriction will be clearly disclosed on the relevant product page before purchase.

Such restrictions do not remove any rights that apply when an item is damaged, defective, incorrect, or otherwise nonconforming.

What if my order arrives damaged, defective, incorrect, or incomplete?

Your order number;
A description of the issue;
Clear photographs or videos of the affected item;
Photographs of the shipping label and packaging where relevant; and
Confirmation of your delivery address.

After reviewing the request, we may provide a replacement, exchange, or refund for the affected item, as appropriate. When the issue is confirmed to have been caused by us or our fulfillment partner, we will cover the authorized replacement or return shipping costs.

Do not discard the item or packaging until our team has completed its review unless we tell you otherwise.

Who pays for return shipping?

For a change-of-mind return, the customer is responsible for return shipping costs.

If the return results from a confirmed damaged, defective, incorrect, or incomplete item, we will provide instructions and cover the authorized return or replacement shipping costs.

Xachelle does not charge a restocking fee.

How do exchanges work?

Exchange requests are subject to product availability. Unless our customer service team provides different instructions for a confirmed product issue, the original item must first be returned and inspected before an exchange is completed.

If the requested replacement is unavailable, we may issue an eligible refund and invite you to place a new order.

When will I receive my refund?

After an authorized return is received and inspected, we will notify you whether the refund has been approved.

An approved refund covers the purchase price of the eligible returned item. Original shipping charges are refundable only when the return results from our confirmed error or where applicable law requires a refund.

Customs duties, import taxes, brokerage charges, and other amounts paid directly to third parties generally cannot be refunded by us.

Approved refunds are normally issued to the original payment method within 5–10 business days after approval. Your bank or payment provider may require additional processing time.

Will I have to pay customs duties or import taxes?

Orders delivered to Canada or Mexico may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.

Unless expressly included at checkout, these charges are the recipient’s responsibility. Xachelle does not control the amount charged by customs authorities or other third parties.

How can I contact Xachelle?

You can contact our customer service team at:

support@xchfjx.com
xchfjx1@126.com

Website: https://xchfjx.com

For an existing order, please include your order number and the email address used during checkout.

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