The Answers You Need

FAQ

About Costumer Service 

Working hours are Monday-Friday from 9:00 to 17:00. You can leave a message on non working hours.

About Account

Creating an account  makes you  shop faster and keep track of your orders and returns.

If you have forgotten your password and can't log in. Please click here and we'll send you a password reminder.

About Payment Methods

Payments can be made by Visa, Visa Electron, Visa Debit, Visa Delta, MasterCard, Maestro debit cards via Sage Pay and Pay Pal. You must confirm that the credit/debit card that is being used is your own or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to XiaoLi Studio, we will not be liable for any delay or non-delivery. 

About Discount or Promo

We offer a student discount of 5% to all valid NUS Extra cardholders and to UNiDAYS members all year round. Alternatively, you can get a student discount code by getting your student email address validated - just click here.

Also, cumulative consumption reaches £1500, you can enjoy 7% off as a silver member and when the total consumption are up to £4000, you can enjoy 12% off as a gold member.

Discount is not available on delivery charges, Premier Delivery, sale items and gift vouchers. Your discount can't be used in conjunction with any other offer and you can only use one code per order, including our free delivery codes.

About Delivery

If you place your order by 4pm Monday to Thursday, you will receive your goods the next 15 working days(UK and europe) and 30 working days(International).

Any orders placed after 4pm on Thursday and on Friday before 4pm will be delivered on Monday.

Any orders placed after 4pm on Friday and during the weekend will be delivered on Tuesday.

Please note we do not deliver on a UK Bank Holidays and your order will be delivered 2 working days later.

A tracking link will be sent to you once your order reaches the courier we are using for your delivery, for you to be able to follow it all the way to your front door.

The cost of UK 7 working days delivery is free.

Our carrier will deliver your parcel between 9am and 9pm. A signature may be required on receipt. If you are not around to accept your parcel, the carrier may leave it with a neighbour, or in a safe place (i.e. hidden from sight and protected from the rain) if they think it is safe to do so. A calling card will be posted through your door to let you know this has been done. If the parcel cannot be left in a safe place or with a neighbour, the carrier will take it back to the local depot, and leave you a card telling you how you can pick it up.

About Refund or Exchange 

Returns and exchanges are accepted on most merchandise within 7 days of receipt for items that have not been worn, altered or washed, and with all tags attached. Original shipping charges are non-refundable.

You will need to return the order to us by secure means to ensure it reaches us in good condition, at your own cost. Cancelled items must be returned unused and in their original condition, from the original delivery country.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. Refunds will be issued within 30 days of us receiving your cancellation notice.

For international returns please mark clearly "British Returned goods - No commercial value" on description of the shipment. If the indication is not clearly stated, custom duty charges may applied where amount will be deducted from your merchandise refund.

Please send your return to:

Attention: Returns

Address:

 

All returns must be received to our office within 14 days of receiving your order. Please choose your shipping method accordingly.

How do you make an exchange?

You can change the size of a purchased style up within the first 2 hours. Once the order status states SHIPPED, you will need to contact our customer services.

If you want to swap a style, you will need to complete a refund on the unsuitable order and re-order the desired style.

You have 14 days from the delivery date to refund an item.

You can cancel an order in the first 2 hours.If the order status states SHIPPED, you will need to refund the item once you have received it. You will then have 14 days to complete the refund from the date you received your order.

In case of dispute, we recommend you retain proof of sending when returning your order.

Can you change or cancel your orders? 

If you've changed your mind, you can change or cancel your order by emaling us at info@xiaolistudio.com or calling us at +44 (0) xxxxxxxxxx within the first 2 hours after reciving your confrimation. If the order has been shipped you will need to send back the item/s before being refunded. 

If you need to change the delivery address before the order is labeled as SHIPPED please contact the custumer service department.

Why has your order been cancelled?

Your items may be out of stock. Please contact our customer services team. Or we will contact you as soon as our system acknowledges the problem.