Can I order a customized gift?

Yes, we welcome your purchase order of customized gift online.


Can I cancel or return bulk personalized items?

Thanks for buying personalized items online, as our customized gifts are created to your specifications, once your personalized item has been custom made by our team, we are unable to accept any changes, cancellations or returns of this item.


When does my gift voucher expire?

Xincai's gift vouchers are valid for  1 year from the date of your purchase.


How can I sell my products on Xincai.shop?

We are always looking for new and exciting gifts & merchandise to add to our product range. If you are interested in selling your products on Xincai.shop, please email us directly at shop(@)xincai.shop.

Our buying team will be in touch with you should they want to request a sample or require more information. Please be aware that we have a large amount of incoming enquiries of this nature, so a response from our buying team is not always guaranteed.


How can I place an order?

That's so easy. You could view the product and add to cart, then checkout your order

Alternatively, you can place your order over the email by contacting our Customer Service Team.


How do I know my order has been placed?

Once you have selected Confirm Order at our online checkout, your payment will be processed and your order will be placed. If your order has been placed successfully, the checkout page will refresh to show your order number and allow you to print a receipt.

A confirmation email will be sent to the email address you provided when placing your order. This email will also contain your order id.

If you are not sure if your order was confirmed, and do not have a confirmation email from us, please contact our Customer Service Team.


Can I amend my order once it has been placed?

Once the order has been dispatched, no amendments can be made. This includes any changes to the delivery address, ordered items, gift card messages, etc.

Please be sure to double check all order and delivery details before completing your order.


How can I cancel my order?

If your order is yet to be dispatched from our own warehouse or our partner warehouse,  please contact our Customer Service Team who can cancel your order and issue a refund.  If your order has already been dispatched, we will not be able to cancel the order.

Please note that if your order contains personalized items that have already been customized, we will not be able to cancel your order.


Which payment methods do you accept?

We accept Visa Debit/Credit, Master card, American Express, JCB, Discover, Union pay cards, PayPal, Skrill, Alipay, Western Union etc. for small order quantity.

For big order, we only accept Bank Transfer or L/C at sight.


How do I know my credit card details are safe?

Our credit card payment provider PayPal or Skrill who offers one of the world's most secure transaction channels.

The security of your information is our highest priority when processing your orders. This is why we use the world's most reputable services and best practice standards to ensure that your details are as safe as possible when shopping with Xincai.shop.


I have a problem with my PayPal account. What do I do?

Please contact PayPal directly for any account or payment processing issues through their platform.

PayPal is an independent payment processor and company. This means we aren't able to offer advice or support related to your PayPal account.

We do however offer alternative payment options to help you complete your payment if you are unable to resolve your issues with PayPal.


How long does delivery take?

For an estimate on how long your order will take to arrive, please enter your order id or email when you click "Track My Order" or track the shipment on the courier's website.

The total delivery time is calculated from the time your order is placed until the time it is delivered to you. Total delivery time is broken down into processing time and shipping time.


Which shipment methods do you offer?

The shipment methods available to you will depend on your order and your select. We offer free shipping, economy express, standard express & Priority express.


Will all of my ordered items arrive together?

Yes, We will try best to ship your ordered items together by one shipment.


Do you ship internationally?

Yes, We ship internationally.


Can I choose when my order is delivered?

Our couriers will deliver your order between business days, but are unable to guarantee a particular time of delivery. We are unable to request this of our couriers, thus the option is not available at the checkout.


Can I redirect my order to a new address after it has been dispatched?

Sorry, We are unable to make any changes to the delivery address once your order has been dispatched.

If you have sent your delivery to an incorrect address, please contact our Customer Service Team as we may be able to request to have it redirect directly with our courier, or request to have it returned to us. These requests are never guaranteed and cause a delay in delivery.

Please note that any items returned to us that require re-delivery will be subject to a re-delivery fee.


How can I track my order?

You will receive a notification email once your order has been shipped from our warehouse. This email includes a live tracking link to help you see where your order is at each step.

If you would prefer to track your order from our website, you can do this by logging into your account and selecting the order number of the order you wish to track.

You will also see "Track My Order" on our website, then please enter your order id or email.


My order hasn't arrived yet. What can I do?

Firstly, please track the shipment on courier's website.

If you are unable to find updates on the tracking status, or you did not receive a shipping confirmation, please contact our Customer Service Team.


My order has been Returned To Sender by the courier. What happens now?

Occasionally, your order will be returned to our warehouse for one of the following reasons:

  • You did not pick the package up from the post office or parcel locker.
  • The recipient is not known at that address or has moved.
  • The address details are incorrect or insufficient.
  • The delivery was refused.
  • The courier could not contact the recipient and there was nowhere safe to leave the parcel.

If this happens, we will inform you via email once your order arrives back at our warehouse. We will offer you the option to have the order reshipped from our warehouse. A re-delivery fee will be applicable to facilitate the delivery of your order to the same or an alternative address.


How long do I have to return my order?

Except in the case of our fault (such as manufacturing defects, errors in printing),we are unable to accept returns by any reasons. Please check your order for defects immediately upon arrival, no returns after 14 days from receipt of order unless our special warranty extends beyond that time.


My order arrived damaged/faulty. What can I do?

Please contact us as soon as possible in the event that your order has arrived faulty or damaged. Where possible we request that you send through photos of the damage/fault to our Customer Service Team.

We will happily replace, exchange, or issue a credit or refund depending on the extent of the damage and how you wish to resolve the issue. If you require a replacement, please let us know when this will be required by.

We will email you a return label to cover the cost of the shipping in the event that any products are required to be returned to us.


I received an incorrect item. What can I do?

We always aim to create the most wonderful shopping experience possible, and we are more than happy to exchange, replace, refund or issue a credit in the event that your order arrived and it is not the one that you ordered.

Please contact our Customer Service Team as soon as possible, providing as much detail of the missing and received items. If you will require a replacement please let us know when this is required by.

For those times when it is necessary for the product to be returned to us we will email you a return label to cover the cost of the shipping.


There is an item missing from my order. What can I do?

Our goal is always happy shopping experience. If your order arrives with an item missing, please contact our Customer Service Team as soon as possible with your order id.

We will happily replace the missing item or issue a partial refund to find the best solution to resolve the issue for you. If a replacement is required then please let us know when this will be required by.


How will I receive my refund?

Refunds will be made via the original payment method and account that was used to pay for your original order.

We are unable to process refunds to an account other than the one used for original payment, however if this account no longer exists (eg. cancelled credit card), please contact our Customer Service Team to discuss your options.


How long will it take for me to receive my refund?

Any refunds must be made back into the account you originally used to make you purchase.

You should see your refund amount back in your account within 3 business days once it has been issued by our customer service team.

If you were granted a refund but are yet to see it appear in your account after 5 business days, please contact us.