FAQ

Client Care

Ordering

How can I place an order?
Orders can be placed directly through our secure website.
Alternatively, you may contact us at hello@xzenda.co.uk to place an order via invoice. Payments are accepted through PayPal.

Office hours
9:00 A.M – 5:00 P.M (GMT)

What if an item is out of stock?
We restock regularly, particularly our most in demand pieces.
To be notified when an item becomes available, please subscribe to our newsletter at the bottom of any page.

Payment

Will I be charged in my local currency?
Prices may be viewed in your preferred currency using the currency selector at the top of the page.

Please note that the final charge is subject to the exchange rate applied by your card issuer.

Which payment methods do you accept?
We accept:
• Visa
• MasterCard
• American Express
• Discover
• PayPal
• Klarna (UK)
• Sezzle (US)

Orders & Processing

I have not received a confirmation email.
Please check your spam or junk folder. If you are unable to locate your confirmation, contact our client care team to verify your details.

Can I amend or cancel my order?
Orders may be amended or cancelled by contacting us at hello@xzenda.co.uk within 1 hour of placing your order or before dispatch.

Once your order has been processed or dispatched, we are unable to make changes.

When will my order be dispatched?
• Ready to ship items: 1–3 working days
• Pre order items: 2–4 weeks after payment confirmation

Orders are processed Monday to Friday, excluding public holidays.
Orders placed after 1:00 P.M (GMT) will be processed the following business day.

When will I receive my order?
Delivery typically takes 1–7 working days after dispatch, depending on your location.

Shipping

Where are orders shipped from?
All orders are dispatched from the United Kingdom.

Which couriers do you use?
We partner with:
• DHL
• Royal Mail
• UPS

What are your delivery times?
• Standard delivery: 1–4 working days
• International delivery times vary by destination

How long does international delivery take?
International orders typically arrive within 1–5 business days, subject to customs clearance.

Will I be charged customs or import duties?
Any applicable customs duties, taxes, or import fees are the responsibility of the customer and are determined by the destination country.

If a parcel is refused and returned, return shipping charges may apply.

Returns

What is your returns policy?
Items may be returned within 14 days of delivery for a refund, provided they are in original, unworn condition and packaging.

Are shipping costs refundable?
Shipping charges are non refundable.