Let’s Clear Things Up
Orders
What happens after I place an order?
Once your order is confirmed, our fulfillment team carefully picks, packs, and ships your items with extra attention to detail. You’ll receive a shipping notification as soon as your package is on its way.
I didn’t receive an order confirmation email—where can I find it?
Your confirmation is sent to the email address you entered at checkout. If it’s not in your inbox, please check your spam or junk folders. Still no luck? Email us at info@xniio.com and we’ll resend it right away.
How can I cancel or update my shipping address?
If you need to make changes, please contact info@xniio.com as soon as possible—ideally within a few hours of placing your order. We’ll do our best to accommodate your request before your package ships, but changes aren’t guaranteed once fulfillment has begun.
Can I request a VAT invoice?
Absolutely. Just email info@xniio.com with your order number, and we’ll promptly send you a VAT invoice.
What should I know about pre‑ordering?
Pre‑ordering lets you reserve upcoming or restocked items before they sell out. Your card is charged when you place the pre‑order, and we ship as soon as your items are in stock—so you get first dibs without the wait.
Can I send my order as a gift without including the receipt?
Absolutely—your package will include a simple order slip (items, order number, and delivery address) but never a payment receipt. Every XNIIO order is ready to gift, whether it’s for someone special or for yourself!
Do you offer a welcome discount?
Yes! Sign up for our newsletter at the bottom of any page to unlock 10% off your first order. It’s our way of saying “welcome” to the XNIIO community.
My discount code isn’t working—what should I do?
Check that:
- You’re using the right code sent to your email address.
- The code hasn’t expired.
- It’s valid on the items in your cart (some exclusions may apply).
If you’re still stuck, email info@xniio.com, and we’ll get you sorted.
Can an expired discount code be reactivated?
Unfortunately, once a code expires, it cannot be reactivated. Be sure to use it before the expiry date!
My code says it’s already been used—now what?
If you’re unsure whether you’ve used the code, just reach out to info@xniio.com and we’ll investigate right away.
Are prices inclusive of taxes and duties?
Yes—all displayed prices include applicable taxes. However, international shipments may incur customs fees, import duties, or VAT upon arrival, which are the recipient’s responsibility to pay.
Size
Where can I try on XNIIO pieces?
Want the perfect fit before you buy? Visit our flagship studio or stop by one of our carefully selected retail partners—check our Stockists page for locations and appointment details.
How should I size my XNIIO order?
Our styles run true to size, but if you prefer a looser fit, feel free to size up. Consult our Size Guide for exact measurements, or email info@xniio.com for personalized advice.
Delivery
What delivery options are available?
- Free Standard Shipping: Delivered in approximately 5 working days.
How long does international delivery take?
Most international orders arrive within 4–8 working days from dispatch.
Are customs or duties included?
Displayed prices include all local taxes, but international shipments may incur customs fees or import duties upon arrival, which are the recipient’s responsibility.
My tracking says “Delivered,” but I haven’t received my package—what now?
First, check with neighbors or look for a safe‑place note from the courier. If it’s still missing, email info@xniio.com right away and we’ll help track it down.
Do you offer free delivery?
Yes —enjoy free standard shipping on every order, no minimum spend.
I missed my delivery—can I rearrange?
Absolutely. Use your tracking link or contact the courier directly to reschedule delivery or choose an alternate drop‑off location.
Returns/Exchanges & Refunds
What is the returns period for my order?
You have 90 days from receipt to return full‑price items, and 14 days for sale or discounted pieces. For all the details, visit our Returns & Exchanges page.
How long will my refund or exchange take?
Once we receive your return, our quality checks can take up to 5 working days, and then refunds or exchanges are processed within 2–3 working days. Most returns complete in around 10 days from shipment.
My return window has closed—what now?
If you’ve missed the deadline, we unfortunately can’t offer a refund. However, if there’s a special circumstance, please reach out to info@xniio.com and we’ll see what we can do.
Can I receive a credit note instead of a refund?
Absolutely! Email info@xniio.com with your order number and we’ll issue a store credit right away.
I received a gift and want to return it discreetly—how do I proceed?
No problem. Simply contact info@xniio.com or use our Gift Returns Portal, and we’ll handle it without notifying the gift‑giver.
I missed my delivery—can I reschedule?
Yes. Use the courier’s tracking link or contact them directly to pick a new delivery time or drop‑off location.
Who pays return shipping costs?
Return shipping is the customer’s responsibility. You can use the prepaid label we provide at a discounted rate, or arrange your own carrier—just be sure to obtain tracking and insurance for peace of mind.
Order/Product Issues
I feel like my XNIIO piece has shrunk.
We’re sorry to hear that! Our garments are made to high standards, allowing up to 0.5–1 cm of natural shrinkage after the first wash. Often, a gentle iron will relax the fibers back into shape—have you tried that? If it still feels too snug, email us at info@xniio.com with your order details, and we’ll investigate.
I received the wrong items—what should I do?
Apologies for the mix‑up! Please send us a photo of what arrived along with your order number to info@xniio.com. We’ll arrange the correct replacement right away.
There’s a missing item in my order—how can I fix this?
We’re so sorry for the oversight. Email info@xniio.com with your order number and the name of the missing product, and we’ll get it shipped to you as quickly as possible.
I bought XNIIO through a partner store and my item has a fault—who can help?
For purchases made at one of our partner boutiques, please return or exchange directly with the retailer according to their policy. If you need assistance contacting them, let us know and we’ll point you in the right direction.
Other
How do I unsubscribe from marketing emails or SMS?
To stop emails, click the “unsubscribe” link at the bottom of any marketing message. To opt out of SMS, simply reply with “STOP.” Allow up to 3 working days for updates to take effect. If you’re still hearing from us after that, email info@xniio.com and we’ll handle it right away.
Can I request deletion of my personal data?
Yes—you can ask us to erase your information at any time. Email info@xniio.com with your request, and we’ll promptly remove your details from our systems in accordance with applicable privacy laws.
Do you offer children’s loungewear?
We’ve paused our kids’ collection for now to focus on expanding adult sizes, new silhouettes, and more inclusive fits. But we may bring it back in the future—stay tuned for updates!
How should I care for my XNIIO pieces?
Treat your garments kindly to extend their life:
- Machine wash at 30 °C (cold), with similar colors—no need for separate or hand wash.
- Avoid tumble drying delicate fabrics like linen and cotton voile; hang to dry instead.
- Dry‑clean only for any broderie anglaise styles.
- Shake out straight from the washer and finish with a gentle iron to restore that “fresh-from-the-box” feel.
- Wash frequency: Once a week for everyday staples; spot clean as needed.
Enjoy your XNIIO pieces for seasons to come!