FAQs

Orders

Are all of your products available on your website?

We carry the largest amount of collection pieces on xirena.com. If you are interested in an item you do not see on the website, please contact us at info@xirena.com.

How can I find out the measurements for an item?

If you have specific measurement questions about an item that are not already listed on our site, please feel free to email us at info@xirena.com.

How can I be notified of restocks?

Sign up for back-in-stock notifications by clicking on the sold out size or color you’re interested in. A pop-up form will appear. Please follow the prompts given and you will be notified for future restocks.

Can I be notified of new collections?

Yes, we send out email notifications to announce the release of all our new collections. Please sign up for our newsletters by scrolling to the bottom of the page.

Can I modify / cancel my order?

If you need to modify or cancel your order, reach out to customer service as soon as possible via info@xirena.com or live chat, Monday - Friday, 9am to 5pm PDT. We cannot guarantee all requests can be made.

Payments

What payment methods do you accept?

We accept American Express, Apple Pay, Diners Club, Discover, Elo, JCB, Mastercard, PayPal, Shop Pay, Visa.

Why was my payment declined?

The most common reason for a payment being declined is incorrect information being entered in at checkout. Please check your payment details and if you continue to have issues reach out to your bank or payment provider.

Can I use more than one payment method?

At this time you cannot split payments between different credit/debit cards. You can however use a gift card and credit/debit card on the same order.

Can I change my payment method?

Payment methods cannot be changed after an order has been placed.

When will I be charged for my order?

Your payment method will be charged as soon as your order is placed on our website. 

Shipping

What shipping methods do you offer?

All domestic orders placed on xirena.com are shipped via FedEx. We also offer FedEx 2nd Day and FedEx Overnight at an additional cost. All international orders are shipped via DHL Express.

Do you deliver to PO boxes or parcel lockers?

No, we do not ship to PO boxes or parcel lockers.

Can I change my shipping address before/after dispatch?

If you need to change shipping address information before an order is dispatched, please reach out to customer service as soon as possible. We cannot guarantee the requested change can be made. Once an order is dispatched the shipping address cannot be changed.

Are duties and taxes included in shipping for international orders?

Yes, all duties and taxes are included in your order total at checkout. You shouldn't worry about any additional charges.

When will my order ship?

All orders usually ship within 1-2 business days.

Do you offer in-person pick up?

At this time we do not offer in-person pick up of any kind.

Can I choose a delivery date and time?

At this time we do not offer the option to choose a delivery date and time. All orders will ship within 1-2 business days and arrive within their estimated time frame depending on your shipping option.

What should I do if my order says it was delivered but I haven’t received it?

If your order has been marked as delivered but you did not receive it, please wait 2 business days to ensure there are no delays. If you do not receive it within this time please reach out to client services at info@xirena.com for further assistance.

What countries do you ship to?

We ship to all international territories that DHL delivers to.

How can I track my order?

You can track your order by visiting the tracking link given in your shipping confirmation email. If you cannot find this information at any point please reach out to us at info@xirena.com with your order number for assistance.

Is a signature required at delivery?

All orders placed with a value of $1,000 or more are automatically shipped with a signature requirement. If you would like this removed please reach out to client services immediately after placing your order.

Returns & Exchanges

How to process a return/exchange?

To process a return or exchange for the US please visit our online returns portal here.

For all international returns, please click here

How long do returns take to process?

All returns upon delivery are usually processed within 1-3 business days.

Can I return swimwear?

Yes, all swimwear can be returned as long as the liners are still attached and the item is unworn.

How will my refund be processed?

Refunds for returns will be sent to the original form of payment used to place the order.

What can be returned?

All full priced items purchased on xirena.com can be returned using our online returns portal within 14 days of delivery. Please be advised all returned items must be sent back in their original condition with the tags still attached. All items must also be unworn and unwashed.

How long do refunds take?

Once a return is processed refunds typically take 5-7 business days to be fully processed by your bank or payment provider.

How do I process an exchange?

At this time we only offer size exchanges. If you’d like to try a different item or color please proceed with processing a return and placing a new order.

Are returns free of charge?

All domestic returns that are shipped back using a Xirena prepaid return label are subject to a $10 return shipping fee.

Are shipping costs refundable?

No, sorry, shipping costs are not refundable.

Can I use my own return label?

You may use your own shipping service at your own risk. Xirena is not liable for goods returned using any method other than our pre-paid label.

Can I return an item to you that was purchased from another retailer?

No, items purchased from other retailers cannot be returned with xirena.com. Please contact the original retailer for further assistance.

Help

How do I contact Xirena?

You can contact us Monday through Friday, from 9am - 5pm PT. We offer both email support and live chat support.

Do you offer phone support?

At this time we do not offer phone support but are looking into it for the future. In the meantime live chat is a wonderful alternative.

Need More Help?

Don’t hesitate to reach out if you have additional questions.

Contact Us