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FAQ

Who do I contact regarding my order?

All order inquiries should be made to: shopxsb@gmail.com. Please do not DM or leave comments on the Instagram Page. Email response time is 24-48 business hours.

How do I get a refund?

Please contact us at shopxsb@gmail.com with your name, order number and reason for refund. Please note, refund requests will only be accepted 5 days after delivered. Refunds will be made after item is received on our end. Refunds will be made in store credit. 

Will I receive a prepaid shipping label?

Return shipping labels will not be provided. Please ensure you are ordering the right size to reduce returning costs.

How should I ship my item?

When returning an item, USPS Flat Rate Shipping as it is the most affordable shipping option and comes with a tracking number.

I received the wrong item and need to send it back, am I still responsible for return shipping?

No, if the mistake was made on our part, we will cover the shipping costs for the return.

Where do I send my return or exchange to?

Please contact us at shopxsb@gmail.com with your name, order number and reason for refund and one of our associates will guide you.

Is my item eligible for an exchange?

Due to hygiene purposes, the following items are FINAL SALE and are not eligible for exchange:

♡ Swimwear

♡ Bodysuits

♡ Lingerie

♡ Accessories

♡ Sale items

How long will it take to receive my order?
Most domestic orders take approximately  3-5 business days to arrive. Please allow a 5 business days processing time added to each order before it is shipped out. Processing days can be calculated from the day you receive your confirmation number.

My package shows it was delivered but I did not receive it.

Please note, we are not responsible for any lost or stolen packages! If you believe your package may have been lost or stolen, please contact your local post office for further investigation.

My package was returned, what do I do now?

If your package was returned to our PO Box, it may be due to one of the following reasons: Invalid or incomplete shipping address. You will receive an email from us letting you know that your package was returned to us. 

I received an email saying that my order was flagged as medium/high risk. What happens now?

Any orders that come in as medium or high risk fraudulent will be automatically canceled and a refund will be issued to the card holder's account.

This is done to ensure the cardholder and merchant's safety and to minimize the chance of bank charge backs from cardholders who have been victim of fraud.

Your order may be Medium or High risk if it meets any of the following criteria below:

  1. Multiple failed payment attempts were made to place the order (raises concern of stolen cards being used)
  2. CVV is incorrect
  3. IP Address where order was placed is nowhere near the ultimate shipping destination (example, order placed from China but being shipped to UK, this is cause for concern and raises red flag of possible credit card fraud).
  4. Billing and Shipping Address are not an exact match