HELP & FAQS

SOME OF OUR MOST FREQUENTLY ASKED QUESTIONS:

HOW DO I CONTACT CUSTOMER CARE?
Please contact our customer service team they are always happy to help with any query via email customercare@xenia.com.au

We are open from 9.30am - 2pm AEST, but we are closed on weekends and public holidays.

HOW LONG DOES IT TAKE FOR YOU TO REPLY TO MY QUERY?
We will try and respond to your query as soon as possible, but please allow 1-3 days for us to get back to you. This time may vary depending on weekends public holidays. 

WHAT HAPPENS WHEN I PLACED AN ORDER?
Once an order is made with Xenia Boutique, we will process and ship out orders within 24hrs (except on weekends, public holidays, long weekends and during the Christmas break).

Once an order is complete, it cannot be cancelled and is subject to our returns policy. 

WHEN WILL MY ITEM/S BE SHIPPED?
Xenia Boutique prides our self on fast shipping. We ship between Mondays to Friday and are within 24hrs of your order.  We do not ship on weekends, public holidays or special holidays that occur within Australia. 

We use Australia Post Express for Australian orders & International orders

MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?
If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.

If you continue to receive error messages, please contact Customer Care at: customercare@xenia.com.au

I JUST PLACED MY ORDER.  CAN I ADD ANOTHER ITEM TO IT?
Unfortunately, we cannot add items to an existing order. Please place a new order for the item.

WHAT IS A PRE-ORDER?
A pre order is an order placed on an item, which is not yet available. It generally takes between 2-3 weeks for a pre-order to become available, but this can vary according to the item. They will be despatched on the date provided on the website but is subject to change

I’M IN LOVE WITH SOMETHING THAT’S OUT OF STOCK IN MY SIZE! 
WHAT CAN I DO?
Our items can sell out within hours and we are not always able to restock them.

You can sign up to be notified if an item is restocked on our website. Just by clicking on the pink bar on the top left side of the product page "Email when available" and entering in your email address. We’ll send you an email if we get more in!

I’M UNSURE ABOUT A SIZE OR I HAVE A FIT QUESTION.  HOW DO I FIND THIS INFORMATION?
We have a size guide for you to follow, but if you have specific questions about an item that are not already mentioned in "Product page description" section, please contact our Customer Care team at customercare@xenia.com.au

CAN I RETURN OR EXCHANGE ITEMS THAT WERE PURCHASED ON SALE?
We are unable to process exchanges however if you would like another size or style, you are able to re-purchase the garment online and then return the unwanted garment for a refund. All final sale items cannot be returned or exchanged. For our full Return & Exchange Policy.

WHEN WILL MY ORDER SHIP?
Orders are processed Monday thru Friday and are shipped within 2 business days of purchase. Orders are not shipped on the weekends or public holidays in Queensland. Shipping times may vary due to availability of merchandise. 

HOW DO I RETURN AN ITEM?
All returns sent back to Xenia Boutique HQ will be processed within 2-3 business days except on public holidays, long weekends and during Christmas break.

CAN I RETURN AFTERPAY ORDERS?
Yes you can. AfterPay is a third party payment gateway. Thereby the finance instalments are between the customer and AfterPay. Xenia Boutique offers online vouchers for returns to customers using AfterPay.

AfterPay can only be used in and by Australian customers only.

WHAT DO I DO IF I HAVE A FAULTY ITEM?
please email us at customercare@xenia.com.au our helpful team will assist you immediately. 

Note: loose threads are not deemed as faulty. A replacement item will be shipped to you if your item is deemed faulty

WHY WAS MY ORDER CANCELED?
Xenia Boutique may cancel your order. Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 hours about the cancellation should this occur. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. 

You will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct or consequential) or for any loss of time or inconvenience, which may result from such cancellation.

IT LOOKS LIKE MY CARD WAS CHARGED TWICE. WHY?
What you may be seeing is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear and you will see one charge for the order you have placed. Please note that your bank may take up to 48 hours to clear the authorization. If you need help speeding up the process you can contact the issuing bank of your credit card.

Please only click the ‘Place Order’ button once during checkout to avoid duplicate orders being placed. 

CAN I CANCEL MY ORDER?
Unfortunately, you cannot cancel your order with Xenia Boutique once it has been paid for and completed. You are more than welcome to return your order however, for more information on this please refer to our Returns Page. 

THE TRACKING NUMBER FOR MY ORDER ISN'T SHOWING ANY TRACKING UPDATES. WHERE IS IT?
Tracking updates are only available for certain countries. Please allow ample time for your parcel to be processed through your national customs department before you can expect tracking updates to appear on your national postal service website. Please contact your local post office for further details if tracking is not available online in your destination country. 

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

Xenia Boutique cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

If you refuse a shipment from Xenia Boutique, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Xenia Boutique. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

Please contact your local customs office for further information.

PURCHASE PRICE
All prices on our Website or pursuant to your enquiry with us are in Australian Dollars (AUD) and include GST. Costs relating to international orders will be calculated via our integrated currency converter. The actual international currency conversion that you are charged via your bank may vary.

SHIPPING
Within Australia:

Shipping will be via Australia Post Express.

Orders placed on a business day before 2pm (Brisbane time) are usually shipped that same day. We cannot guarantee delivery times, however, you should receive your delivery within 1-3 days.

International:

We ship to all international destinations.

International delivery times are 7-14 days. If you have not received your ordered items within this timeframe, please email us your full name and order number and we will investigate on your behalf.

PRODUCTS MISSING FROM AN ORDER
Should a Product be missing from an order when received, please contact us at customercare@xenia.com.au with the order number and the product code or product name of the Product you ordered, and we will make the appropriate investigations.

RETURN OF PRODUCTS
Any return of Products to us by you will be governed in accordance with our Returns Policy.

GOVERNING LAW
The laws of Queensland, Australia govern these Purchase and Shipping Terms.

DO YOU HAVE ANY STORE LOCATIONS?
No. online only, which means you can shop with us 24/7 from around the world!