FAQS

PLACING AN ORDER

DO I NEED TO CREATE A XƯA ACCOUNT TO PLACE AN ORDER?

You do not need to create an account to make a purchase. However, we recommend that you set up a XƯA account to enjoy the benefits of managing your account which includes saving your payment information, address details and reviewing your order history.

HOW DO I PLACE AN ORDER?

Placing an order is easy, simply follow these steps:

  • Shop by browsing through any of our product categories and view more detail on each product page.
  • Add your chosen size to your shopping bag by clicking on the ‘ADD TO BAG’ button.
  • Review the items you have selected by clicking on the ‘MY BAG’. To delete an item from your shopping bag, click on the ‘REMOVE’ button next to the item.
  • To finalise your purchases, click ‘CHECKOUT SECURELY’ and follow the instructions.

If you are interested in an item which is not available to purchase online, you can email or call us, and we will try and locate the product for you in one of our boutiques and arrange a mail order purchase. If you would prefer to place your order by telephone, you may do so by calling our online Customer Services team on (+84) 83 220 8786, who are on hand to help 24 hours a day, 7 days a week.

 

WHAT SIZE SHOULD I CHOOSE?

The size information is included with the description of each Product. XƯA provides this informative chart to help You find the perfect size.

 

If You have additional questions, please contact the customer service by sending an email to anickanguyen2k5@gmail.com or by calling one of XƯA’s customer service numbers for all the countries from which the website is available.

 

Women’s size chart

WOMEN
SHOES
IT US UK AU JP KR
34 4 1 3.5 20cm 200
34.5 4.5 1.5 4 20,5cm 205
35 5 2 4.5 21cm 210
35.5 5.5 2.5 5 21,5cm 215
36 6 3 5.5 22cm 220
36.5 6.5 3.5 6 22,5cm 225
37 7 4 6.5 23cm 230
37.5 7.5 4.5 7 23,5cm 235
38 8 5 7.5 24cm 240
38.5 8.5 5.5 8 24,5cm 245
39 9 6 8.5 25cm 250
39.5 9.5 6.5 9 25,5cm 255
40 10 7 9.5 26cm 260
40.5 10.5 7.5 10 26,5cm 265
41 11 8 10.5 27cm 270
41.5 11.5 8.5 11 27,5cm 275
42 12 9 11.5 28cm 280

WHY ARE SOME ITEMS LISTED AS PRE-ORDER?

We give you the opportunity to get the first look at our new season collections and the unique chance to reserve and purchase these key pieces in your size. Pre-ordered items are not immediately available to be shipped out to you as they are still being created by our craftsmen.

We provide you with estimated delivery times on the product page of your chosen item, please note these are guidelines and we will update you once the order has been shipped.

Please note if you have purchased a pre-ordered item and an item that is immediately available on the same order, items will be dispatched as and when they become available.

HOW DO I KNOW IF AN ITEM IS IN STOCK?

The size dropdown list on the product page will specify whether your size is available to purchase or Out of Stock. If the item is in your love list ‘SOLD OUT’ will be displayed.

Please be aware that if an item is in your love list or shopping basket, it is not reserved and can still be sold to another customer. If you are interested in an item which is not available to purchase online, you can email or call us, and we will try and locate the product for you.

CAN I INCLUDE GIFT WRAP OR A GIFT MESSAGE WITH MY ORDER?

Although we are unable to provide gift messages with orders, we believe every delivery should be a delight to unwrap. All XƯA orders arrive in the signature XƯA packaging. Shoes will come in their original shoe box wrapped luxuriously in tissue paper and finished with ribbon. Handbags will arrive carefully packaged within a protective XƯA dust bag.

HOW WILL I KNOW THAT MY ORDER HAS BEEN PLACED SUCCESSFULLY?

After you place your order, you will receive an email confirmation. This does not mean your order has been accepted. Once the details have been verified, your order will be accepted and the item will then be dispatched. You will receive a further email notification once your order is dispatched.

Our Customer Service team may be in contact once your order has been placed, as in some cases we may need to verify some details.

CAN I CANCEL OR AMEND ANY OF MY ORDER DETAILS?

Unfortunately, once your order has been placed we are unable to change any of the details but may be able to assist you to cancel and replace the order. For Made-to-Order purchases due to the bespoke nature of this service, you have 48 hours to amend the monogramming details or size of the item. Please contact Customer Service (phần gạch chân là khi click vào sẽ ra nội dung đỏ bên dưới) for further information.

Please note that we are unable to add an item to an order or combine two orders together in the same shipment. You will be required to cancel your order and place a new one with all the items you wish to purchase; alternatively, you may simply place a new order for the additional item.

 

Customer Services (+84) 83 220 8786

 

If you have any questions which are not answered by our FAQs, please contact our online customer services team who are available to assist you 7 days a week, 24 hours a day. This excludes Easter Sunday and Christmas day.

For questions or queries, please contact XƯA Customer Services: call (+84) 83 220 8786 or email us at anickanguyen2k5@gmail.com

We aim to reply to your enquiry within 4 hours.

PAYMENT & ACCOUNT

WHICH PAYMENT METHODS ARE ACCEPTED?

We accept PayPal, Visa, MasterCard and American Express in our checkout.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

We will treat all the information you share with us as private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the XƯA Privacy Policy here.

In order to register with XƯA, you are required to let us know your name and email address. To place an order we will also require your billing address, delivery address, telephone number, credit card number, expiration date and the CVV number. If necessary, these details may be used to verify and validate your order.

We may use your contact details to keep you informed of our latest collections and XƯA news.

CAN I PURCHASE A GIFT VOUCHER/CARD?

Whilst gift vouchers/cards are not available online, they can be purchased and redeemed directly at our main Boutiques. Please note that these are available for purchases made in Boutiques only, and are not redeemable online.

WHICH CURRENCY CAN I USE TO PLACE MY ORDER?

At XƯA we charge orders using currency dependent on the shipping country. Local currency is not always available, and you will be able to see the currency used to charge for your order when selecting your shipping country.

WHEN WILL MY ORDER BE CHARGED?

For all in-stock and pre-order items, payment is taken at the time of dispatch.

For Made-to-Order purchases, these items will be charged in full around 24-48 hours after the order is placed.

Since items on any XƯA order may be dispatched separately, you may see different transactions on your bank statement; one for the pre-authorisation of the whole order amount and single charges for each item in the order.

HOW DO I CREATE AN ACCOUNT WITH XƯA?

You do not need to create an account to make a purchase or to process a return, however if you wish to enjoy the benefits of a XƯA account, you can go to the ‘Sign In/Register’ section, and follow the steps to ‘Create an Account’.

WHAT ARE THE BENEFITS OF HAVING A XƯA ACCOUNT?

With a XƯA account, you will have the option to receive news and updates from us, such as new season launch and seasonal sale updates. You are also able to enjoy the benefit of saving and organising your payment information and address details, reviewing your order history and gaining access to create your own personal wish list.

HOW DO I CLOSE MY XƯA ACCOUNT?

If you have any queries regarding your XƯA account or wish to close this, please contact Customer Service and we will assist with the next steps.

HOW DO I UNSUBSCRIBE FROM XƯA EMAIL UPDATES?

In order to unsubscribe from XƯA email updates, you can click to ‘Unsubscribe’ on any email update received from us. Alternatively, if you have a XƯA account, you can sign in and opt to unsubscribe in the ‘Account Details’ section. For any additional queries regarding email updates, please contact Customer Service.

WHAT SHOULD I DO IF I’VE FORGOTTEN MY PASSWORD?

Please click on the ‘Forgot Password’ link on the ‘Sign In’ page and follow the instructions. Should you experience any issues with accessing your account following this, please contact Customer Service.