Please take a look at our temporary COVID-19 shipping time update below.(updated on 14 JULY 2020)
Country / Region (all tracked)
Hong Kong Domestic
3 - 5 Business days
5 - 15 Business days
Australia / New Zealand
5 - 15 Business days
7 - 20 Business days
10 - 25 Business days
Other European Countries
20 - 40 Business days
Other International Countries
20 - 60 Business days
We know that life might just upside down at the moment, and it is a turbulent time for you all.
We are increasing our efforts to process, dispatch orders in sharply increased volume, and to keep maintaining our customer service during this time. Our people continue to work tirelessly under difficult circumstances, so we’re asking everyone to be kind and treat our dedicated people with the courtesy and respect they deserve. Thank you for your support and patience.
Unfortunately, most of the shipping carriers are experiencing delivery delays now, due to limited flights, social distancing requirements, and increased parcel volumes. Your order may take 4 – 8 weeks to deliver. Please note that we do not have control over customs and are therefore not able to be responsible for delays that may occur.
We appreciate your patience during this time.
Refund Policy | XIGO eShop
Our policy lasts 30 days. If 30 days have gone by 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.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable) Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
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 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org so we can coordinate with you on the next step.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return a product, please contact us first at email@example.com
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Shipping & Handling | XIGO eShop
International Shipping Time
This refers to the time for the items to be shipped from our warehouse to the destination.
Please take a look at the shipping times down below that reflects our current affected shipping times due to COVID-19 (does not include weekends/public holidays): COVID-19 Impact Page
Our shipping time is currently affected by the COVID-19 situation but rest assured that we will do our best to process and deliver your order as soon as possible.
We are committed to ensuring the health and safety of our employees and partners and are taking these preventive measures to help support the fight against the spread of COVID-19.
Once we receive your payment, we immediately dispatch your order to our warehouse for order verification, quality check, and packaging which can take an additional 1 – 2 days.
We provide tracking for every order. Once your order is shipped, you will receive a confirmation email containing a tracking number allowing you to easily locate your product directly from this page at any time. Please allow 1 to 3 working days for the tracking information to show.
Wrong address disclaimer
It is the responsibility of the buyer to make sure that the shipping address entered is correct. We do our best to speed up processing and shipping time, so there is always a small window to correct an incorrect shipping address. Please contact us immediately at firstname.lastname@example.org if you believe you have provided an incorrect shipping address.
We do ship every item with extra padding. 99.9% of our products arrive in good condition. If your item arrived damaged, please contact us with:
- Your email used at checkout - Your order number - A picture of the damaged product - Our customer service team will reply to you within 24 hours.
XIGO eShop is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it please report it to your respective shipping carrier at the information provided to you on our Tracking Page. If you have any further questions on how to do this please reach out to our customer support team at email@example.com.
We are not responsible for any packages lost or returned to us as refused, unclaimed, undeliverable, or because of incorrect or insufficient address.
Custom / Duty Fees
Customs fees are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that on rare occasions, customs agents may delay the delivery of some packages.