ORDERING
- How will I know if you received my order? Upon placing your order, you will get an email notification with order details.
- Can I change or amend an item in the order? After you finalized your order, you would not be able to change it and amend it on the website. However, if you are not feeling awesome when you finalize the order, you can reach out to customer care and we will try to find a reasonable solution for you, if possible.
- Can I cancel my order? After you finalized your order, you cannot cancel it.
- I really want an item that is out of stock. How can I find out when it does get back in stock? We are excited that you love our products. Get in touch with customer care, and we will try to help you with the latest stock updates.
- Can I ship my order to multiple addresses? At the moment, shipping to multiple addresses is unavailable.
- Can I place an order as a gift? Yes. We love that you want to share our products with people you care about. Get in touch with customer care and we will make sure to personalize your gift order. We will also help you with recommendations when picking your gifts, if you write to us before completing the order.
- Is there a customs duty or a tax on your items? At the moment, we don’t charge tax on our items purchased in the UAE. However, international orders might be subject to local duties and taxes.
- I have received a wrong order. What should I do? We are so sorry to hear that. Get in touch with customer care and we will assist you to correct that.
- I am missing an item. What should I do? Omg, no. Get in touch with customer care and we will get your beloved item to you as soon as possible.
- I have received a damaged item. What should I do? Oh, we are so sorry your items didn’t get to you in perfect condition. Get in touch with customer care with pictures and description of damages and we will try to assist you with that. We want you to have the best experience.
PAYMENT
- What payment methods do you accept? We accept major credit cards, PayPal, Apple Pay, Cash on delivery and crypto currencies with Plisio.
- Which currencies do you accept? At the moment, all payments are accepted in UAE dirhams, even if you use an international card, and crypto currencies.
- Why has my payment been declined? Your payment is usually declined if you entered incorrect card details or if there are insufficient funds. Please contact your bank, if you think there is another issue or try using another card.
- Why is the promo code not working? Promotional codes are valid as per their terms and might be expired or invalid for certain items. They cannot be combined with other discounts. And some codes are only valid for a single use. If you still suspect there is an issue with the code, get in touch with customer service and we will try to assist you the best we can.
- Can I use more than one discount? Discounts cannot be combined and you might need to decide which one suits you better.
SHIPPING & PROCESSING
- How long does order processing take? Orders are usually processed within 2-3 days. In some cases they might take longer (during festive periods or on other occasions when order volumes are high). And orders placed on Saturday night or Sunday, will be processed during following working days. However, we are excited for you to get them, so we will aim to ship them out as soon as possible.
- What is the cut-off time for next-day delivery? Orders have to be placed before 11am for next day delivery. And orders placed on Sunday will only be delivered on Tuesday.
- What is the cut off time for same day delivery? Orders have to be placed before 9am to qualify for same day delivery. Orders placed on Sunday would be delivered only on Monday.
- What if I placed my order for same or next day delivery but I am unavailable when the courier calls? If it happens that a courier can’t reach you, on the phone or at your delivery address, you can inform the courier company to leave the shipment with security or a neighbor (if prepaid order). For COD orders, the courier will try to deliver on the next working day and XZIE skincare is not liable for this situation.
- How long does the shipping take? After the order has shipped, it takes 3-5 working days (excluding Sundays) for the order to reach you, depending on the area. For international orders, as well. However, due to the current situation with COVID-19, there might be some delays in delivery on the courier company end.
- Where do you ship? We love to nourish skin all over the world. Check our shipping destinations and pricing here.
- Can I change my delivery address after placing an order? If the order is still processing, yes. Just get in touch with customer care and we are here to help.
- I missed the delivery. How do I get it reshipped? The courier company makes 3 delivery attempts. If you missed the third one, get in touch with customer care as soon as possible and we will try to assist you.
- My order has been delivered, just not to me. What should I do? Oh, no. Let our customer care know as soon as possible and we will try to assist you get your order back.
- I have not received my order at all. What should I do? Courier company takes 2-4 working days to deliver and 3 delivery attempts. If you haven’t received a call from the courier and it has been longer than that, please contact our customer care and we will help you out.
