FAQ
Orders
How do I know my order was successfully placed?
After completing checkout, you should receive an order confirmation at the email address provided during purchase.
If you cannot locate the confirmation email, please check your spam, junk, or promotions folder.
If you still cannot find it, contact:
Please provide the name and email address used to place the order.
Can I change or cancel my order?
If you need to modify or cancel an order, please contact:
as soon as possible.
We will make reasonable efforts to accommodate the request before fulfillment begins.
Once an order has entered fulfillment, changes or cancellation cannot be guaranteed.
Orders that have already been dispatched generally cannot be canceled and may need to follow our Return Policy.
Is there a cancellation fee?
We do not impose a separate cancellation fee for an ordinary cancellation that we approve before fulfillment.
What if I entered the wrong shipping information?
Please contact us as soon as possible.
We will make reasonable efforts to correct the shipping information before fulfillment or dispatch.
Changes cannot be guaranteed once an order has entered fulfillment or has already shipped.
Products
Are product dimensions provided?
Where applicable, product dimensions and specifications are displayed on individual product pages.
We strongly recommend reviewing measurements before purchasing furniture for a specific room or space.
Will the product look exactly like the photographs?
We make reasonable efforts to display our products accurately.
However, minor differences may occur because of:
- Photography
- Lighting conditions
- Screen settings
- Manufacturing tolerances
- Material characteristics
- Natural variations in finishes or textures
These minor variations do not necessarily indicate a defect.
Shipping
How long does order processing take?
Most orders are processed within approximately:
1–3 business days after payment has been successfully confirmed.
Business days generally exclude weekends and public holidays.
Additional processing time may occasionally be required during promotional periods, public holidays, inventory adjustments, or unusually high order volume.
How long does delivery take?
Estimated delivery after dispatch is generally:
7–12 business days.
The 7–12 business day delivery estimate begins after the order has been dispatched and does not include the initial 1–3 business day processing period.
Delivery times are estimates and may vary depending on:
- Destination
- Carrier operations
- Transportation conditions
- Customs processing where applicable
- Weather
- Public holidays
- Other circumstances outside our immediate control
Is delivery free?
Xoreliune currently offers complimentary standard delivery on orders.
If an optional or specialized delivery service has an additional charge, the applicable amount will be displayed before checkout is completed.
Will I receive tracking information?
When tracking is available, shipping or tracking information will be provided after the order has been dispatched.
Please note that carrier systems may require additional time before displaying the first tracking update.
What should I do if tracking has not updated?
If tracking has not updated for an extended period, contact:
and provide your order number.
We will review the available shipment information and assist with the issue.
What happens if my package appears to be lost?
If your shipment appears to have been lost in transit, contact us.
We may review the shipment with the relevant carrier.
If a shipment is confirmed lost before successful delivery, an appropriate solution may include:
- Replacement, or
- Refund
depending on the circumstances and product availability.
What if tracking says “Delivered” but I cannot find my package?
Please first check:
- The delivery location
- Household members
- Building reception
- Neighbors
- Secure delivery areas
- Carrier delivery notes
If the shipment still cannot be located, contact:
A tracking status marked “Delivered” does not automatically prevent us from reviewing your delivery concern.
Returns & Refunds
What is the return period?
Eligible products may be requested for return within:
30 calendar days after confirmed delivery.
How do I request a return?
Contact:
and provide:
- Order number
- Product you want to return
- Reason for return
- Photographs or videos where relevant
Please do not send a product back before receiving return authorization and instructions.
Where do I send my return?
Once your return request has been approved, our customer support team will provide the appropriate return warehouse address and return instructions.
The return location may differ depending on the product or fulfillment arrangement.
Who pays return shipping?
For preference-based or change-of-mind returns, the customer is generally responsible for return shipping costs.
If the item arrives damaged, defective, incorrect, incomplete, or materially different from the product ordered, we will provide an appropriate solution without requiring the customer to bear reasonable costs caused by our error.
When will I receive my refund?
Once an approved returned product has been received and inspected, approved refunds are normally initiated to the:
original payment method within 5–10 business days.
Your bank, card issuer, or payment provider may require additional processing time.
Contact
For additional assistance:
Xoreliune is owned and operated by Heyuan Zhixin Technology Co., Ltd.
Business Address:
Room 605, Building 1, Dongjiang Haoyuan, west of Binjiang Avenue and south of Keji 4th Road, Heyuan High-Tech Development Zone