Contact +Shipping + Returns+Pre Orders

 CUSTOMER SUPPORT: 713-501-0064 

EMAIL: SUPPORT@XELAANDVIC.COM

STORE HOURS: TUESDAY-SATURDAY 10:00 AM-6:00 PM (Central Time Zone)

 

Shipping

All orders are shipped USPS First Class or Priority 

Orders typically ship within 2 - 3 business days. Orders placed on Friday- Sunday will be processed on the following business day.  However, please allow 3 - 7 business days for processing time. 

Possible Delays

We try our best to ensure your order will be delivered on time. Delays are possible during our Holiday and Sale Season. Please keep in mind that we are only provided with an estimated delivery date from our carriers. On a rare occasion, these packages can arrive outside of the estimated timeframe.

Tracking My Order

To track your order please use the tracking number emailed to you once your order has been shipped. If your tracking number does not work visit www.usps.com to manually input your tracking number.

Lost or Stolen Packages

If your package has been confirmed via USPS delivered and you did not receive it you must file a claim with USPS as we are not responsible for lost or STOLEN packages.

Once you file a claim with USPS the driver on your route will investigate to ensure it was not accidentally delivered to the wrong address which is the case majority of the time.

We highly recommend that you select SIGNATURE REQUIRED if you have a history of missing packages that way a person at your address must sign and collect your package eliminating the possibility of it being stolen.

If you decide to file a claim through Paypal your tracking number is automatically uploaded which will state that your package was indeed delivered. The only time that we will resend or refund is when tracking confirms that the package was lost/delayed DURING TRANSIT and not for any packages that states DELIVERED in mailbox/porch/reception etc.

Return/Exchange

We have a no return policy. Only if the item(s) has been damage or faulty garment. We will return the item(s). Money will be refunded once the item(s) have been received. ALL SALE ITEMS ARE FINAL SALE!!!

Exchanges can be made within 3 business days. Item(s) must be in good condition. Customers are responsible for shipping the item(s) back to us.

DUE TO COVID-19 AS OF 04/01. THERE WILL BE NO RETURNS OR EXCHANGES UNTIL FUTHER NOTICE.

PRE-ORDER POLICY

Q: WHAT IS PRE- ORDERING ?

Pre-orders are advance purchases made on new merchandise that is scheduled to be shipped at a future date. By pre-ordering an item with Xela & Vic  you will have first priority from our shipment. Barring any manufacturing mishaps/shortages/acts of god, you are essentially guaranteed the item you pre-ordered. Your pre-order will be shipped as soon as we receive stock. When pre-ordering an item sometimes there are no EXACT DATES AS TO WHEN THIS ITEM WILL BE SHIPPED OR IN STOCK! 

To minimize extra stock and make sure everyone gets a chance to grab what they want, we do week long pre-orders before placing our print order. 

Pre-order items almost always ship within 2-3 weeks of the close of the pre-order period. You can find specific close dates on each item's description. If you ordered multiple items, we'll ship them when all the items are ready. My goal is to always get you what you ordered as quickly as possible, but sometimes production can be delayed by missing inventory from our wholesale suppliers, or simple human error and limitations. If your order is going to be extra-late for any reason, I'll do my best to let you know. Thank you for your support!

Q: Do you require prepayment for a preorder item?

Yes, all pre-orders are charged immediately. This will lock your order in and you will have top priority.

Q: What if I order multiple items, both instock and preorder?

Orders do not ship until EVERYTHING is in stock. If you placed an order with multiple pre-orders at various dates, please note that it will not ship until the last item is in stock. If you want items to ship as soon as they come in, please consider separating your orders.

Q: What if I want to group preorders based on the release date?

That is fine. However, please realize that all release dates are estimates. We can not guarantee dates as it depends on the manufacturer. Again, all items will not ship until everything is in stock from your order.

 

Q: Are the availability dates accurate?

Unfortunately, these are just estimates given to us by the manufacturer. Many times, there may be delays with production or delays with customs. Please note there are many factors which may delay its release.

Q: What if I want to cancel a preorder from your site?

Unfortunately, we can not cancel a preorder. A preorder locks you in and guarantees your shipment. Please do not order until you are 100% sure you want the item.

Q: How long will it take you to ship out my preorder once it’s received in your warehouse?

Most preorders are shipped immediately as soon as we receive. We know you want your item so we do everything in our power to ship it out as quickly as possible.