HOW TO PLACE YOUR ORDER

When will I receive confirmation that my order was successful?

Once you place your order you will receive an order confirmation email. This confirms that we have received your order request. Once your payment has been successful and your items have been picked and dispatched, you will then receive an e-mail confirming your order has left our warehouse.

When will I receive confirmation that my order is on its way to me?

Once your order has been confirmed, our warehouse will pick and pack your items and then you will receive a dispatch confirmation email. Your confirmation of despatch email will contain your tracking details. Details of how to track your parcel can be found at our Tracking Your Order section of the FAQs.

What payment types do you accept online?

We accept Visa, MasterCard, Maestro, Amex and PayPal.Payment is only debited from your card at the time of dispatch unless you are paying with Paypal when payment is taken at the time of order. Please note, if you pay using PayPal then payment is taken at the point of purchase. However, if any goods are cancelled your PayPal account will be refunded back to you.

Is your site secure?

Shopping is secure on xywstar.com.
We utilize the highest industry-standard secure sockets layer (256-bit SSL Certificate, level-1 PCI compliant ) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:
Authentication - this assures your browser that your data is being sent to the correct computer server and that the server is secure.
Encryption - this encodes the data so that it cannot be read by anyone other than the secure server.
Data integrity - this checks the data being transferred to ensure it has not been altered.

Can I amend my order?

We are unable to amend any part of your order or change the delivery or payment method once your order is complete.
You may be able to cancel your order if this has not dispatched yet. Please contact our Customer Service Team who will be more than happy to look into your query. For more information on how to return items to us, please see our Returns page.

Will I have to pay import duties or taxes?

Yes, for any purchase on xywstar.com delivered in U.S.A. any eventual sales tax will be paid by the Customer, as well any custom or import duties for the delivery to any country outside U.S.A., will be paid by the Customer.Please note that in case of eventual Returns any customs or import duties for returned products will be paid by the Customer.

I've made a mistake with my order, can I change it?

Once you have completed your order, you can no longer change your order. Don't worry though, you can easily return any unwanted items to us for a refund. Alternatively, please don’t hesitate to contact our Customer Service Team who will be more than happy to look into your further query .For more information on how to return items to us, please see our Returns page.

TRACKING YOUR ORDER

How will I know when my order has been dispatched?

Once your order has been dispatched from our warehouse, you'll receive an email advising you that it's on its way.
The email will also contain your tracking number and a link to our courier’s website that will tell you the current status of your delivery. You can also track your parcel through your account if you are registered with us.
If you any questions related to tracking your order please contact us and we’ll be happy to help.

The status of my parcel says delivered but I haven't received it?

You will need to contact us in order for us to check with the carrier. Please quote your order number in any correspondence.

Why hasn't my card payment gone through?

We’re not always able to specify why card payments don’t clear, as the card payment process involves both our system and your bank's.
If a card payment fails please double check you’ve entered all the details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement.
Please make sure that your billing address on your account details is the same as the details that your payment card is registered to, otherwise, your payment will be declined. This is for your protection.
If all else fails then please try an alternative card for payment - we accept all major credit and debit cards.

RETURNS

I have received a faulty item?

We want all our customers to receive quality goods so if you think there is a fault with an item you have received, you can return the item.
For details on how to return your faulty items, please see our Returns page. Alternatively please contact our Customer Service and a member of our team will be more than happy to look into your query further.

Will my return postage be refunded?

No, you need to bear the return shipping costs.Please contact us if you have any questions regarding returning your order and we would be happy to look into this further for you.

I've sent some items back to you, how will I be refunded?

Once we have received and processed your returned items, your online refund will be made to your original method of payment.
As soon as your return has been processed by our warehouse, we'll email you to let you know. Once your refund has been confirmed on email, please allow up to 14 working days for the amount to appear on your payment card.