Q: Return Policy

Returns Policy You have 14 days to return your items from the date your order is received. Return conditions: Items must be in original condition , with all tags and labels attached. There should be no marks, stains, pulls, or rips on the items. If your item arrives damaged, contact our Support Team. Additional info: You don’t need the original packaging. Any secure, watertight packaging works fine. Refunds are for the product price only . Shipping and gift wrap charges are non-refundable . Keep proof of tracked postage. XAHRA is not liable for lost returns without it. Need to cancel or amend a return request? Our Support Team is here for you, just reach out.

Q: Shipping locations

Shipping Locations We ship throughout all of Europe . If your country isn’t available at checkout or you're missing a payment method, send us an email and we’ll sort it out for you. We’re always happy to add new locations or payment options to make shopping with us easier.

Q: Where do you ship from?

Where do you ship from? All orders are shipped from The Netherlands . The courier depends on the destination country and the weight of your package.

Question 1

Make a Return

Accepted Answer

How to return your order:

Make sure to include the following inside your return parcel:

Your order number (you’ll find this in your confirmation email)
Your postcode, email address, or phone number

Return address:

Industrieweg 1 41

2712LA Zoetermeer

Important to know:

Some return options may require a printer.
You have 14 days from the day your parcel arrives to return your items.
Items must be in original condition, with all tags and labels attached.

Before sending your return, we recommend checking our Returns Policy to ensure your item qualifies.

Need help? Want to amend or cancel a return request? Our Support Team is here for you.

Question 2

Can I return multiple orders together?

Accepted Answer

Returning Multiple Orders

Yes, you can return multiple orders together, as long as it's clear which orders are included.

To help us process your return quickly and accurately:

Include a return request for each order. Make sure each order has its own return details inside the parcel.
Keep things organized. Clearly separate items by order inside the package.
Hold onto your tracking info. This helps you keep an eye on your return’s progress.

Keeping things clear ensures we can process your return smoothly and get your refund or exchange sorted without delays.

Need help? Want to amend or cancel a return request? Our Support Team is here for you, just reach out.

Question 3

Can I exchange my item?

Accepted Answer

Can I exchange my item?

Right now, we don’t offer direct exchanges. If you’d like a different item, you’ll need to place a new order and return the one you don’t want.

We’re working on making exchanges easier in the future, but for now, simply follow our return process, and we’ll process your refund once we receive your return.

Need help? Our Support Team is here for you, just reach out.

Question 4

Are returns free?

Accepted Answer

Are returns free?

Returns are not free. You’ll need to cover the return shipping costs yourself.

We recommend choosing a tracked shipping option to ensure your return reaches us safely. Once we receive your return, we’ll process your refund as soon as possible.

Need help? Our Support Team is here for you, just reach out.

Question 5

Return Policy

Accepted Answer

Returns Policy

You have 14 days to return your items from the date your order is received.

Return conditions:

Items must be in original condition, with all tags and labels attached.
There should be no marks, stains, pulls, or rips on the items.
If your item arrives damaged, contact our Support Team.

Additional info:

You don’t need the original packaging. Any secure, watertight packaging works fine.
Refunds are for the product price only. Shipping and gift wrap charges are non-refundable.
Keep proof of tracked postage. XAHRA is not liable for lost returns without it.

Need to cancel or amend a return request? Our Support Team is here for you, just reach out.

Question 6

When will my return be processed?

Accepted Answer

When will my return be processed?

Once your return arrives at our warehouse, our Returns Team will unpack and inspect your order within 5-10 working days. You can use your tracking number to confirm when it has arrived. As soon as your return is processed, you’ll receive a notification via email.

Refunds:

Refunds may take up to 10 working days to appear, depending on your bank’s processing times.
Refunds will be issued to your original payment method and cannot be changed.
If your card has been lost or canceled, your bank should be able to transfer the refund to your new account.

Lost returns:

If your return does not arrive at our warehouse, you’ll need to provide tracked proof of postage.
XAHRA is not liable for lost returns and may refuse a refund if proof of postage is unavailable.

If you haven’t received your refund after the allocated time, please contact our Support Team for assistance.

Question 7

Shipping locations

Accepted Answer

Shipping Locations

We ship throughout all of Europe.

If your country isn’t available at checkout or you're missing a payment method, send us an email and we’ll sort it out for you. We’re always happy to add new locations or payment options to make shopping with us easier.

Question 8

Where do you ship from?

Accepted Answer

Where do you ship from?

All orders are shipped from The Netherlands. The courier depends on the destination country and the weight of your package.

Question 9

Returned to Sender

Accepted Answer

"Returned to Sender" means your parcel couldn’t be delivered and is being sent back to our warehouse. This can happen due to:

Incorrect or incomplete address details
Refusal by the recipient
Unpaid customs fees

If you see this status on your tracking link, contact our Support Team and we’ll help resolve it for you.

Question 10

No Parcel Scan

Accepted Answer

No Parcel Scan

If your parcel hasn’t received an initial scan, it’s likely still being prepared for shipment by our warehouse team.

You might see tracking updates like:

"Sender dispatching item"
"Preparing shipment"
"We've received your order details but not your parcel"

This status can last anywhere from a few hours to a few days. When handling large volumes, couriers may not scan each parcel individually until it reaches its next destination.

If your tracking status hasn’t changed after 4 working days, contact our Support Team and we’ll look into it for you.

Question 11

Shipping Times

Accepted Answer

Shipping Times

We ship the same working day for orders placed before 16:00 CET. Orders placed after 16:00 CET will be shipped on the next working day.

Below are the expected shipping times and thresholds.

Please note: The estimated delivery timeframe starts from the day your order leaves our warehouse, not from the day you place your order.

If you have any questions about your shipment, our Support Team is here to help.

Question 12

Delivered But Not Received

Accepted Answer

Delivered but Not Received

If your tracking shows that your parcel has been delivered but you can’t find it, follow these steps:

Wait for 3 days – In most cases the courier has scanned the package but not yet delivered it.
Check all safe spaces – Your courier may have left it in a secure location around your address.
Ask your neighbors – Someone nearby may have accepted it on your behalf.
Contact your local courier – They can provide more details about the delivery location.

If you still can’t locate your parcel, reach out to our Support Team.

Important: You must contact us within 14 days of the delivery date on your tracking link for us to investigate. XAHRA is not responsible for lost or stolen parcels beyond this period.

Question 13

Track Your Order

Accepted Answer

Track Your Order

Once your order is dispatched, you’ll receive a shipping confirmation email with your order details and tracking information. You can use this to check the status of your order as it makes its way to you.

If you haven’t received a shipping confirmation or tracking number, contact our Support Team and we’ll sort it out for you.

Question 14

Contact us

Accepted Answer

Contact Us

Got a question? We’re here to help.

Reach out to us anytime via email or through our contact form. We’ll get back to you within 24 hours.

Question 15

Where can I find my order number?

Accepted Answer

Where can I find my order number?

You can find your order number in:

Your order confirmation email – Sent right after you place your order.
Your account – Log in to check your order history.

If you can’t find it, contact our Support Team and we’ll help you out.

Question 16

Create an Account

Accepted Answer

Create an Account

Creating an account makes shopping easier by keeping all your details in one place.

For any other account-related questions, our Support Team is here to help. Just reach out.

Question 17

What will my order look like?

Accepted Answer

What will my order look like?

Your order will arrive in a custom Xahra box, carefully wrapped and tightly packed to keep everything secure.

We don’t use any scents in our packaging to ensure it's safe for those with allergies.

Question 18

Influencer Collaborations & Partnerships

Accepted Answer

Influencer Collaborations & Partnerships

Our Partnerships Team handles all brand collaborations and influencer partnerships.

We reach out directly to potential partners, but if you're interested in working with us, we’d love to hear from you.

Question 19

Amend My Order

Accepted Answer

Amend My Order

You can cancel your order yourself in your account. Once canceled, the amount you paid will be refunded as store credits, so you can place a new order right away.

If you need any help, our Support Team is here for you.

Question 20

Cancel My Order

Accepted Answer

Cancel My Order

You can cancel your order yourself in your account.

Once canceled, your payment will be refunded as store credits, which you can use to place a new order.

If you need help, our Support Team is here for you.

Question 21

Update Delivery Address

Accepted Answer

Update Delivery Address

You can update your delivery address in your account as long as your order hasn’t been processed yet.

If your order is already being prepared for shipment, the address can no longer be changed.

Need help? Our Support Team is here for you.

Question 22

Lost Order

Accepted Answer

Lost Order

If you think your order may be lost, follow these steps:

Check your order confirmation email – Your tracking number is included. If you can’t find the email, check your Spam or Junk folder.
Track your order – Use your tracking number to check the latest updates on the courier’s website. If available, click "local tracking" for the most accurate details.
Confirm your shipping address – Make sure the address provided at checkout is correct. Delays or misdeliveries often happen due to incorrect details.
Look for delivery attempt notices – If you weren’t home, your courier may have left a note about a rescheduled delivery or a pickup location.
Contact your courier – If tracking hasn’t updated for more than 7 days, reach out to the courier for more details.
Allow for possible delays – Weather, high shipping volumes, or customs processing can sometimes slow things down.

If you’ve checked everything and still can’t locate your order, contact our Support Team with:

Your order number
Your tracking details
Any previous correspondence with the courier

We’re here to help and will do everything we can to ensure you receive your order as soon as possible.

Question 23

Damaged Parcel

Accepted Answer

Damaged Parcel

If your parcel arrives damaged, contact our Support Team as soon as possible, and we’ll sort it out for you.

To speed up the process, please include the following:

Order number
Photos of the packaging and items as they arrived
Description of the items received and details of any missing or damaged items
Where it was delivered (e.g., mailbox, porch, handed to you)
Confirmation if the courier acknowledged the damage

We’ll do our best to resolve the issue quickly.

Question 24

Missing Item(s)

Accepted Answer

Missing Item(s)

If your order is missing an item, contact our Support Team as soon as possible, and we’ll resolve it for you.

To help us investigate quickly, please include:

Order number
Photos of the items received
A list of the missing item(s)
Photos of your parcel, especially if it arrived damaged or opened

Important: You must contact us within 7 days of delivery so we can look into it.

Question 25

Faulty Item(s)

Accepted Answer

Faulty Item(s)

If you receive a faulty item, contact our Support Team as soon as possible, and we’ll sort it out for you.

To help us resolve this quickly, please include:

Order number
A full photo of the item
A clear photo of the fault
Description of the issue
Details on how the item has been washed and cared for

We have strict quality control checks at every stage of production, so faults are rare. If you do receive a faulty item, we’re here to help.

Question 26

Incorrect Item(s)

Accepted Answer

If you receive an incorrect item in your order, contact our Support Team as soon as possible, and we’ll resolve it for you.

To help us investigate quickly, please include:

Order number
Details of the incorrect item received
Details of any missing items
Photos of the items received, including labels
Photos of the barcode on the product bag

Important: You must contact us within 14 days of delivery so we can look into it.

Question 27

Pending Payment

Accepted Answer

Pending Payment

If your payment is marked as "pending", it means the transaction is in progress but hasn't been fully processed yet. Your funds are reserved, but they haven’t been deducted from your account. This is a common occurrence and usually resolves on its own.

What to do:

Monitor your bank account – Keep an eye on updates regarding the transaction status.
Contact your bank – If the payment remains pending for an extended period or you have concerns, your bank can provide more details and help resolve any issues.

If you need further assistance, our Support Team is here to help.

Question 28

I forgot to apply my discount code

Accepted Answer

I Forgot to Apply My Discount Code

If you forgot to apply your discount code, you can cancel your order in your account to receive a refund in store credits. You can then place a new order using your discount code.

Please note that credits cannot be refunded, but you can use them for your next order.

Need help? Our Support Team is here for you.

Question 29

What are Credits

Accepted Answer

What Are Credits?

Credits are store credit that can be used as payment on your next order at Xahra. Instead of receiving a refund to your original payment method, you can get the refunded amount in credits, which are automatically added to your account.

How do credits work?

Credits are applied at checkout like a discount.
They cannot be withdrawn or refunded to your bank account.
They do not expire, so you can use them whenever you’re ready to shop again.
If your order total is higher than your credit balance, you can pay the difference with any available payment method.

How do I get credits?

Cancel an order in your account before it’s processed. The refunded amount will be added as credits.
In some cases, we may issue credits as a goodwill gesture for customer service cases.

If you have any questions about credits or need help using them, our Support Team is here for you.

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