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Are returns and exchanges allowed?
Due to hygiene reasons, only bras, sleepwear and slips are accepted for our 14 calendar day exchange policy via our online webstore or at any XIXILI boutique in Malaysia, except at Premium Outlets. Panties, shapewear, and all accessories will not be accepted. Clearance priced items for all items including bras and slips will also not be accepted for returns or exchanges. For clarity, items listed in your invoice in UPPERCASE / CAPITAL LETTERS ARE EXCHANGEABLE. And, items listed in lowercase letters are not exchangeable.
We urge you to refer to our XIXILI size chart to determine your best-fit size before making your purchases. Also, if convenient, we would highly recommend that you pop by any one of our stores or counters across Malaysia and Vietnam for a complimentary Perfect FIT session by our expert fitters who are professionally trained to give you an uplifting experience. For a full store listing, check out store-locator. No appointments are necessary.
Exchanges are accepted for change of mind, size and/or colour requests for bras, slips and sleepwear. You have 14 calendar days to return an item from the date you received it. A product exchange can either be exchanged in-store at any XIXILI boutique nationwide or via an online exchange with return shipping borne by customer.
To submit for a product exchange request, please submit your request via email to shoponline@xixili-intimates.com.
*Please note:
- Merchandise must be in good condition and unused upon return.
- Product(s) exchange in store will be issued as store credit base on net amount paid (final paid price after discount) and must be utilize on the same day.
- For exchanges to product(s) of equivalent or lower price, no refunds will be given
- For exchanges to product(s) of a higher price, customer will be required to pay the difference.
- Any voucher, coupon code and promotions applied on initial invoice/ receipt will not be reissued for any exchanges/return made
- For online exchange, customer will bear the return shipping fee to XIXILI, and a store credit will be issued into your XIXILI webstore account for you to re-purchase your exchanged item
- Strictly no refunds for any shipping & handling charges.
- Strictly no cash refunds will be entertained.
- XIXILI reserves the rights to withhold any store credits if your original item has not reached our warehouse.
For an offline XIXILI in-store boutique exchange, you may exchange your item at any XIXILI boutique in Malaysia, except for at Genting Highlands Premium Outlet and Johor Premium Outlet. Please bring your item to be exchanged to the store with a copy of your invoice. Your invoice need not be printed out.
For an online exchange, we will inspect and notify you once we have received your returned item. You will be notified via email on the status of your exchange after receipt and inspection of the item at our warehouse. If your return is approved, we will credit store credit to your account on the XIXILI webstore for you to make a new purchase. Please note shipping fees may be applicable to your exchanged product shipment if free shipping thresholds are not met. If you have any further questions on how to return your item to us, contact us via shoponline@xixili-intimates.com.
What if the item I received is damaged or faulty?
We do our utmost to ensure that all items sold are of the highest quality. However, should you have a concern about a faulty or damaged item, please email us at shoponline@xixili-intimates.com, so that we can urgently review the matter for you!
What if the wrong product has been delivered to me?
If the product received does not correlate with the product you ordered, please email us at shoponline@xixili-intimates.com within 14 calendar days of receiving the product, so that we can urgently review the matter for you and re-ship to you the correct product!
Are returns and exchanges allowed?
Due to hygiene reasons, only bras, sleepwear and slips are accepted for our 14 calendar day exchange policy via our online webstore or at any XIXILI boutique in Malaysia, except at Premium Outlets. Panties, shapewear, and all accessories will not be accepted. Clearance priced items for all items including bras and slips will also not be accepted for returns or exchanges. For clarity, items listed in your invoice in UPPERCASE / CAPITAL LETTERS ARE EXCHANGEABLE. And, items listed in lowercase letters are not exchangeable. Exchanges are accepted for change of mind, size and/or colour requests for bras, slips and sleepwear. You have 14 calendar days to return an item from the date you received it.
For Malaysian and Singaporean customers: a product exchange can either be exchanged in-store at any XIXILI boutique in Malaysia or via an online exchange with return shipping borne by customer - we recommend that you use registered post, as we will not be responsible for items that do not arrive at our warehouse. Please do write in to us at shoponline@xixili-intimates.com to request for a product exchange request.
For an offline XIXILI in-store boutique exchange, you may exchange your item at any XIXILI boutique in Malaysia, except for at Genting Highlands Premium Outlet, Johor Premium Outlet and Design Village Outlet Mall, Penang. Please bring your item to be exchanged to the store with a copy of your invoice. Your invoice need not be printed out.
For international customers: please do write in to us at shoponline@xixili-intimates.com should you need an extension on the exchange policy period - extensions will often be granted within reason. The returns policy is calculated from the date of receipt of the order at your delivery address, and to the date the returned parcel is shipped out to be returned to our warehouse. Shipment delivery timelines are not calculated.
Unfortunately, we are not able to offer free shipping on exchanges for international orders. If you need to exchange or return from an international location outside of Malaysia or Singapore, please follow these steps:
- To submit for a product exchange request, please submit your request via email to shoponline@xixili-intimates.com.
- Pack and ship the products back to us at the address provided via email. We recommend that you use a registered postal service, as we will not be responsible for items that do not arrive at our warehouse.
- Once the products have been received at our warehouse, you will be notified via email on the status of your exchange after receipt and inspection of the item at our warehouse. If your return is approved, we will credit store credit to your account on the XIXILI webstore for you to make a new purchase. We will issue the store credit to you within 3 working days.
- Please note shipping fees may be applicable to your exchanged product shipment if free shipping thresholds are not met on your return order.
*Please note:
- Merchandise must be in good condition and unused upon return.
- Product(s) exchange in store will be issued as store credit base on net amount paid (final paid price after discount) and must be utilize on the same day.
- For exchanges to product(s) of equivalent or lower price, no refunds will be given
- For exchanges to product(s) of a higher price, customer will be required to pay the difference.
- Any voucher, coupon code and promotions applied on initial invoice/ receipt will not be reissued for any exchanges/return made
- For online exchange, customer will bear the return shipping fee to XIXILI, and a store credit will be issued into your XIXILI webstore account for you to re-purchase your exchanged item
- Strictly no refunds for any shipping & handling charges.
- Strictly no cash refunds will be entertained.
- XIXILI reserves the rights to withhold any store credits if your original item has not reached our warehouse.
For an online exchange, we will inspect and notify you once we have received your returned item. You will be notified via email on the status of your exchange after receipt and inspection of the item at our warehouse. If your return is approved, we will credit store credit to your account on the XIXILI webstore for you to make a new purchase. Please note shipping fees may be applicable to your exchanged product shipment if free shipping thresholds are not met. If you have any further questions on how to return your item to us, contact us via shoponline@xixili-intimates.com.
We urge you to refer to our XIXILI size chart to determine your best fit size before making your purchases. Also, if convenient, we would highly recommend that you pop by any one of our stores or counters across Malaysia and Vietnam for a complimentary Perfect FIT session by our expert fitters who are professionally trained to give you an uplifting experience. For a full store listing, check out store locator. No appointments are necessary.
What if the item I received is damaged or faulty?
We do our utmost to ensure that all items sold are of the highest quality. However, should you have a concern about a faulty or damaged item, please email us at shoponline@xixili-intimates.com, so that we can urgently review the matter for you!
What if the wrong product has been delivered to me?
If the product received does not correlate with the product you ordered, please email us at shoponline@xixili-intimates.com within 14 calendar days of receiving the product, so that we can urgently review the matter for you and re-ship to you the correct product!