FAQ

Welcome to xoriielle!

We want your shopping experience to be straightforward and enjoyable. To help you find the information you need, we have prepared answers to common questions about our store, products, orders, payments, shipping, returns, and refunds.

If you need further assistance, our customer support team will be happy to help.

1. General Information

Q1: What is xoriielle?

xoriielle is an online retail brand operated by Hengyang Shibazhao Technology Co., Ltd.

We focus on providing a convenient online shopping experience through accessible product information, a straightforward ordering process, and helpful customer support.

Our aim is to make shopping easier while maintaining clear communication and responsible customer service.

Q2: How can I contact xoriielle?

You can reach our customer service team through the following official channels:

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

Q3: Where is your company located?

Our store is operated by:

Hengyang Shibazhao Technology Co., Ltd.

Business Address:

Room 002358, 3rd Floor, Kechuang Zhigu, High-tech Zone, Hengyang City, Hunan Province, China.

Please note that this is our business address for company identification and general correspondence. It is not necessarily our designated return shipping address.

2. Products and Orders

Q4: How do I place an order?

You can complete a purchase through our website by following these steps:

  1. Browse the available products.

  2. Select the item you wish to purchase.

  3. Review the product information and available options.

  4. Choose the desired quantity.

  5. Add the item to your shopping cart.

  6. Proceed to checkout.

  7. Enter your contact and delivery information.

  8. Select an available shipping method.

  9. Choose a supported payment option.

  10. Review your order summary and submit your payment.

After successfully submitting your order, you may receive a confirmation email containing your purchase details.

Q5: Where can I find product details?

Product descriptions and relevant information are available on the corresponding product pages.

Depending on the item, this information may include product features, specifications, photographs, available options, and other important details.

If you need clarification before purchasing, please email service@xoriielle.com.

Q6: Can I change or cancel an order after placing it?

If you need to update or cancel your purchase, please contact us as soon as possible.

We will review your request according to the current order status.

Changes or cancellations may be possible before an order enters processing or dispatch.

Once an order has been processed or handed over to the shipping carrier, modifications or cancellations may no longer be available through our standard procedures.

If the order has already been dispatched, you may submit a return request according to our Return & Refund Policy.

Any mandatory cancellation rights under applicable law remain unaffected.

Q7: How can I check whether my order was confirmed?

After submitting your purchase, please check the email address provided during checkout for an order confirmation message.

If you cannot find it, check your spam or junk folder.

If no confirmation is available, contact our customer service team with your name, checkout email address, and any relevant transaction information.

We will help review the order status.

3. Payments and Billing

Q8: Which payment methods can I use?

The payment methods supported by xoriielle will be displayed during checkout.

You can select an available option and follow the instructions provided by the relevant payment service.

Please check the final amount and payment details before confirming your purchase.

Q9: Why was my payment unsuccessful?

A payment may occasionally fail because of incorrect payment information, insufficient funds, bank restrictions, or payment provider verification procedures.

If this happens, we recommend:

  • Checking that your payment information is correct.

  • Confirming that your selected payment method is supported.

  • Checking your available balance or credit limit.

  • Contacting your bank or payment provider if necessary.

If the issue continues, please contact us at service@xoriielle.com.

For security purposes, never send your password or complete payment card information through email.

Q10: What if my payment was deducted but I did not receive an order confirmation?

Please check your email inbox, spam folder, and junk folder first.

If the confirmation is still missing, contact our customer support team with your checkout email address and available transaction details.

We will review the relevant information and help determine whether your order was successfully recorded.

4. Shipping and Delivery

Q11: What shipping options does xoriielle provide?

We currently offer two shipping methods for eligible purchases.

Free Shipping

  • Shipping Fee: Free.

  • Minimum Order Amount: $39.00.

  • Applicable Products: All products.

  • Estimated Delivery: 10–15 business days.

Standard Shipping

  • Shipping Fee: $4.99.

  • Applicable Order Amount: $0.00–$38.99.

  • Applicable Products: All products.

  • Estimated Delivery: 10–15 business days.

The available shipping method and applicable fee will be displayed during checkout.

Q12: How can I qualify for Free Shipping?

Orders totaling $39.00 or more qualify for Free Shipping under our current shipping arrangements.

Our shipping charges are structured as follows:

  • $39.00 and above: Free Shipping.

  • $0.00–$38.99: Standard Shipping at $4.99.

You can check the applicable shipping charge in your shopping cart or during checkout before completing your purchase.

Q13: How long does delivery usually take?

Both shipping options currently have an estimated delivery timeframe of 10–15 business days.

Please note that this is an estimated transportation period rather than a guaranteed delivery date.

Actual delivery times may vary depending on the destination, carrier operations, transportation conditions, public holidays, customs procedures where applicable, and unexpected circumstances.

Any applicable order preparation time is separate from the shipping transit period.

Q14: Can I track my order after it has been shipped?

When tracking information becomes available after dispatch, relevant shipment details may be provided through our available order notification system or by email.

You can use the tracking information to follow your package.

Please allow some time for the shipping carrier to register the shipment and update its tracking records.

If you have trouble accessing tracking information, contact us with your order number.

Q15: What should I do if my delivery is taking longer than expected?

If your package has not arrived within the estimated delivery timeframe, please get in touch with our customer support team.

To help us investigate, please provide:

  • Your order number.

  • Your tracking number, if available.

  • The email address used during checkout.

  • A brief description of the delivery concern.

We will review the available shipping information and assist you with the next steps.

Q16: Can I correct my delivery address after submitting an order?

If you discover an error in your delivery information, please contact us immediately.

We will check whether the requested correction can be made based on the current order status.

Please understand that address changes cannot be guaranteed after an order has entered processing or has been transferred to the shipping carrier.

We recommend carefully checking your delivery details before completing checkout.

Q17: What happens if tracking shows delivered but I have not received my package?

If your tracking information indicates successful delivery but you cannot locate the package, we recommend:

  1. Checking your mailbox and usual delivery area.

  2. Looking around your property or designated package location.

  3. Asking household members or authorized recipients.

  4. Checking with building reception, if applicable.

  5. Reviewing the latest delivery information from the carrier.

If the package is still missing, contact our support team with your order number and tracking details.

We will review the available information and help determine an appropriate solution.

5. Returns and Refunds

Q18: What is your return period?

Eligible purchases may be returned within 30 calendar days after delivery, subject to our Return & Refund Policy.

For standard personal preference returns, products should generally:

  • Remain unused and unworn, where applicable.

  • Be maintained in their original condition.

  • Include original packaging, labels, and accessories where reasonably available.

  • Show no damage or unauthorized alterations after delivery.

All returns require prior authorization from our customer service team.

Mandatory consumer rights under applicable law remain unaffected.

Q19: Who is responsible for return shipping costs?

Return shipping expenses depend on the reason for the return.

Personal Preference Returns

For eligible returns resulting from a change of mind or personal preference, customers are responsible for the applicable return shipping costs.

Damaged or Defective Products

When a return is required because of a qualifying damaged or defective product issue, xoriielle covers the applicable return shipping costs.

Incorrect Products

If an incorrect product was supplied because of an error on our part, xoriielle covers the applicable return shipping costs when a return is required.

Q20: How do I request a return?

Before sending any product back, please contact our customer support team.

Email: service@xoriielle.com

Please include the following information:

  • Your full name.

  • Your order number.

  • Your checkout email address.

  • The product you wish to return.

  • The reason for your request.

  • Supporting photographs or videos, where applicable.

Our team will review your request and provide the necessary instructions if it is approved.

Please do not ship any returned product before receiving authorization and the designated return address from our team.

Q21: How long does a refund take?

Approved refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

Once the refund has been initiated, additional time may be needed for your bank or payment provider to post the funds to your account.

The actual posting period depends on the financial institution and payment method involved.

If your refund has not appeared after the expected processing period, please contact your payment provider or our customer service team.

Q22: How will my refund be issued?

Approved refunds are generally returned through the original payment method used for the purchase.

For example, if you paid using a credit card, debit card, or another supported payment option, the refund will generally be processed through the same payment channel.

If your original payment method is no longer available or cannot receive the refund, please contact us so that we can review the situation and determine an appropriate arrangement.

Q23: Can I exchange a product instead of receiving a refund?

If you prefer an exchange, please contact our support team before returning the original product.

Exchange requests depend on product availability, the condition of the original item, and the reason for the request.

If the requested replacement is unavailable, we will discuss an appropriate alternative or refund arrangement.

Q24: What if my product arrives damaged, defective, or incorrect?

We are sorry if your purchase does not arrive in the expected condition.

Please contact our customer service team and provide:

  • Your order number.

  • The affected product name.

  • A description of the issue.

  • Clear photographs or videos showing the problem.

  • Photographs of the external packaging, where relevant.

Our team will review your request and explain the available next steps.

Depending on the circumstances, an appropriate resolution may include a replacement, authorized return, refund, or another suitable remedy.

When a return is required because of a qualifying product issue or an error on our part, xoriielle covers the applicable return shipping costs.

6. Additional Assistance

Q25: Can I send a return directly to your registered business address?

No. The business address shown on our Contact Us page is provided for company identification and general correspondence.

It is not necessarily our designated return shipping destination.

All returns must first be reviewed and approved by our customer support team.

After authorization, we will provide the correct return address and relevant shipping instructions.

Please do not send returned products to our business address unless our team has specifically confirmed that it is the correct return destination.

Q26: What should I do if my question is not listed here?

If you cannot find the information you need in this FAQ, please feel free to contact us.

Our customer support team can assist with questions about products, orders, payments, shipping, delivery, returns, refunds, and other store-related matters.

You can reach us through:

Email: service@xoriielle.com

Phone: +86 734-8856271

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

We will review your message and provide appropriate assistance.

Thank You for Shopping with xoriielle

We appreciate your interest in our store and the trust you place in our brand.

At xoriielle, we value clear communication, convenient shopping, and responsible customer care.

We look forward to assisting you and making your shopping experience as smooth and pleasant as possible.

Thank you for choosing xoriielle!