Shopping FAQs

1. What should I do if I have trouble logging in?

Please follow these instructions: 

Check your login details. Your login username is the email address you used for registration.

If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option.

Please make sure that your web browser accepts cookies.

Our website may be undergoing system maintenance. If so, please wait 30 minutes and try again.

If you are still unable to access your account, you can contact our Customer Service Department and indicate the problem. We will assign a new password for you and you can change it once you log in.

2.Do you offer wholesale purchases?

Please contact us via info@xidiso.com for wholesale inquiries.

3. What should I do if I want to add or remove the items in the cart?

Please sign into your account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "Qty" column.

4.Is there a discount code available?

A: As a first-time customer, upon registering with our website, a Welcoming email will be sent with a $3 off discount code included. You may input the code at checkout.

Payment FAQs

1. What is PayPal?

PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used when purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). We cannot see your card number as it is securely encrypted through PayPal's server. This limits the risk of unauthorized use and access.

2. After making a payment, can I change my billing or shipping information?

Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact us info@xidiso.com as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

3. How do I know if my payment has been received?

Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit our store and log into your customer account to check the order status at any time. If we have received payment, the order status will show "Processing".

4. Do you provide an invoice?

Yes, please let us know that an invoice is required and it will be sent to you via email when we have received an order and payment has been cleared.

5. Can I use other payment methods to pay for the order, such as a credit card or an offline payment method?

We accept all of the following payment methods for secure online payment:

1). PayPal. 

The most convenient payment method in the world.

2). Credit Card via PayPal. 

Credit card via PayPal (Visa, MasterCard, JCB, Discover and Diners).

6.Can I accept credit and debit cards with PayPal Checkout?

Yes, when customers initiate the check out process they’ll have the option to pay with a debit or credit card – even if they don't have a PayPal account.

Shipping FAQs

1.  Do you offer expedited shipping?

At this time, we do not offer expedited shipping.

2.How do I change my shipping address?

In the event that you wish to change the shipping address after placing an order, please contact us as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

3. Does the product price include the shipping price?

Shipping is free for consumers in the following countries due to their proximity to our distribution centers: USA, UK, Germany, France, Italy, Spain, Portugal, Netherlands, Ireland, Hungary, Poland, Austria, Belgium, Greece, Bulgaria, Czech Republic, Slovakia, China, Australia, Japan.

For the rest of the countries, consumers who are far from the distribution center will have to pay a certain amount of shipping cost during the checkout process.

4.When will I receive my items after I place an order?

Normal shipping time is 3-7 business days from the time the order is accepted. Orders are shipped within 48 hours of the order being accepted.

Affected by Covid-19, there will be some delay on the delivery.

We apologize in advance for any inconvenience caused by these delays and thank you for your patience.

 If the warehouse in your country is out of stock, the goods will be sent from the Asian warehouse and the logistics time will be around 15-20 days.

5. How do I know if my items have been shipped or not?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.

6. How do I track my order?

Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.

7. Why is my tracking number invalid?

The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes. 

The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.

We would advise you to contact us and provide us with your order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.

8. After payment has cleared, how long do I wait until my order is sent out?

Our handling time is 3 business days. This means that your item(s) will generally be sent out in 3 business days.

After Sales FAQs

1. What is the return policy?

XIDISO gladly accepts returns within 30 days of delivery. If you are not 100% satisfied with your order, you have 30 days from the time of delivery to request a return. Returns will only be accepted if the item(s) are UNWORN and in the original packaging. Buyers are responsible for all return shipping costs.

2.How do I get a return shipping label?

A return request will need to be submitted before returning an item. Upon requesting a return, instructions will be provided on how to complete your return. The instructions will include the return address but a shipping label will not be provided. Buyers are responsible for return shipping costs and may select your preferred shipping carrier.

3. Can I exchange an item?

At this time, we do not offer exchanges for varying circumstances. A return request will need to be submitted and a new order may be placed for the desired product.

4.When will I receive my refund?

Upon receipt of the returned item(s) a full refund will be issued back to the original payment method. An email notification will be sent with the refund information. Please allow 3-5 business days for the funds to be made available.

5.Can I get store credit instead of a refund?

At this time, we do not offer store credit. All refunds will be processed to the original payment method.

6.Do you offer a warranty policy?

XIDISO is happy to provide up to 90 days of warranty from the day the order is placed. Warranty claims can be made for any manufacturing or material defects for items purchased directly from XIDISO.COM. You may be asked to provide photos of the damages to assure the best resolution is provided. To request a warranty claim, please contact our customer support team at INFO@XIDISO.COM.