Shipping/Returns

TRACKING

  • You will receive an email when your order ships out along with a tracking number.
  • If you have not received an email with a tracking number then your order is still processing and has not shipped out yet.

U.S. SHIPPING POLICY

It can take up to 5 business days for your order to be processed, packed and shipped. The processing and packing time is separate from the shipping time. The shipping estimated time is added on top of the processing time. Standard shipments will ship via USPS, UPS, DHL, or similar service. Orders with shipping addresses in Hawaii, Alaska, PO Boxes, APO/FO & U.S. Territories will ship via USPS or equivalent service. You will receive a shipment notification email with tracking once your order has shipped.

DELIVERY CLAIMS

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact the carrier who delivered your package within 7 days to file a claim.

  • Xila X Stush does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

 We will work with the carrier on the claim but you must first make the claim with the carrier. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).

 

HAWAII, ALASKA, PO BOXES, APO/FPO & U.S TERRITORIES

We accept orders shipped to PO boxes and APO/FPO or U.S. territories.  Orders shipped to these addresses must be sent via USPS or equivalent service.

 

INTERNATIONAL SHIPPING POLICIES

Please allow up to 5 business days for your order to be processed, packed and shipped. International orders shipped via USPS, DHL, or an equivalent service and are typically delivered within 7-14 business days from the date that it is shipped, depending on your country and selected delivery service. We ship all international orders DDU which means you may have to pay duty fees depending on your country. We are not responsible for any duty fees you may incur. You will receive a shipment notification email with tracking once your order has shipped.

CUSTOMS, DUTIES & TAXES

All applicable customs and import duties, fees, taxes are the responsibility of the customer. We ship your package DDU (duties and taxes unpaid), and we do not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If your order does require these additional charges, they must be paid by you in order for your package to clear customs. Some countries may require additional fees paid Collect on Delivery (COD). These fees are paid to the local carrier and are not collected by Xila X Stush.

Customs authorities require that we state the value of your order directly on your package. Customs agents have the right to release or deny release of your package, and in rare cases, they may also delay delivery.

 

RETURNS

For your convenience, we offer our customers the option to return eligible products within 14 days of purchase.

    • Certain products are non-returnable (including, but not limited to, “Final Sale” items, "Sale" items, international orders, and all collaborative products.
    • Final Sale Items include sale items, hats, underwear/hosiery, socks, swimwear, and other items specifically listed on the individual product page as not returnable.
    • If the return/exchange does not pass inspection, it will be mailed back to you.
    • Please return the item in the condition it was packaged and sent with original packaging. If there is excessive wrinkling and damage to the bag, the return is subject to DENIAL. 
    • All items must be unworn and unwashed.
    • If ANY item was washed and damaged we can’t accept it for return or exchange. 
    • Original tags must be attached.
    • Items covered in animal/human hair will NOT be accepted.
    • Items that smell like smoke, cologne, or deodorant cannot be accepted.
    • It may take up to 7 -10 business days for returns to be processed.

  • Shipping
    To return your product, you should mail your product to:

    Xila x Stush

    8 Rusten Lane

    Nanuet, NY 10954

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you refuse a package, the shipping will not be refunded.