Xenovaurban

Everything you need to know about ordering, shipping, returns, and rewards. If you can't find your answer here, email us at connect@xenovaurban.com with your Order ID and we'll be glad to help.

Orders & Payment

How do I place an order? 

Browse our collection, add the items you like to your cart, and check out. You'll receive an order confirmation by email and SMS once your order is placed.

What payment methods do you accept? 

We accept prepaid payments (UPI, cards, net banking, and wallets) as well as Cash on Delivery (COD).

Is there any extra charge for Cash on Delivery? 

Prepaid orders ship free. For COD orders, a flat ₹99 handling charge applies.

Can I change or cancel my order after placing it?

Yes, if you're quick. Email us within 3 hours of placing your order to cancel or make changes. After that, we begin preparing your order and can no longer make changes.

Can I modify my shipping address after ordering? 

Please contact us as soon as possible at connect@xenovaurban.com. We can update the address only if the order hasn't been dispatched yet, so reach out quickly.

Shipping & Delivery

How soon will my order be dispatched? 

Orders are packed and dispatched within 2–3 working days of being placed.

How long does delivery take? 

Most orders across India arrive within about 5–8 working days after dispatch. For Jammu & Kashmir and the North East, please allow up to 10 working days. In rare cases, delivery may take up to 2 weeks depending on product availability. Delivery times can also be affected by public holidays and weather.

Do you offer free shipping? 

Yes, shipping is free on all prepaid orders. COD orders carry a flat ₹99 charge.

How can I track my order? 

Once your order is dispatched, we'll send a tracking code and link by email and SMS so you can follow it to your doorstep.

Which courier partners do you use? 

Depending on your pincode, we ship through Delhivery, Xpressbees, Bluedart, or Ecom Express.

My tracking says "delivered" but I haven't received my order. What do I do? 

This is uncommon, often the parcel has been handed to a family member, neighbour, or building/office mailroom. If you've received a delivery notification but don't have your order, please tell us within 48 hours. We'll immediately raise it with our courier partner, and for genuine cases we'll refund the full amount once our investigation is complete (this takes around 10 working days). Reports made after the 48-hour window are difficult for us to act on.

Returns, Exchange & Refunds

What is your return policy? 

Returns are accepted only in the case of a damaged or defective item, within 5 days of delivery. Share clear photos or a video showing the issue, and once we verify it, we'll arrange a replacement or credit a refund to your wallet.

Can I return an item if I simply changed my mind or it doesn't fit? 

We can't accept returns for change of mind. If it's a size issue, you can use our exchange option below.

How does exchange work? 

We offer a 5-day exchange from delivery for size-related issues, with free reverse pickup. Let us know within the window, and we'll arrange a pickup (usually about 3 working days). After the item clears a quality check, we dispatch your replacement. If the new item costs more, you pay the difference. Only one exchange is allowed per order.

How will I receive my refund? 

All approved refunds are credited to your Xenovaurban Wallet only. We don't refund to bank accounts, cards, or as cash. Your wallet balance can be used on any future order.

Are combo or super saver packs returnable? 

No, combo, multipack, and super saver orders are not eligible for return.

The colour looks slightly different from the website. Is that a defect? 

Colours can vary slightly depending on your screen's resolution and settings. This isn't considered a defect.

What if I refuse the order at delivery?

If an order is refused at delivery, ₹150 will be deducted from any refund to cover the forward and return shipping charges we incur.

Rewards Program

How do I earn credits?

 You earn 5 credits for every ₹100 spent, on all orders (including sale orders). Each credit is worth ₹0.50, so every ₹100 earns you ₹2.50 in credits.

When do my credits get added? 

Credits are added to your wallet after your order is delivered and the 5-day return window has closed, so they're earned only on items you keep.

How do I redeem my credits?

• Credits can be used on future purchases only, not the same order.

• Redemption is available only on orders above ₹999.

• You can redeem credits for up to 20% of your cart value on an eligible order.

• Credits can't be redeemed on sale orders, clearance, or heavily discounted items (though you still earn on these).

Are there other ways to earn credits? 

Yes — you can earn by creating an account, making your first purchase, leaving reviews, referring friends, celebrating your birthday with us, and following or subscribing to us. Check the Rewards page for current values.

Do my credits expire? 

Credits are valid for 12 months from the date they're credited. We'll remind you by email before they expire.

What happens to credits if I return an order? 

Credits earned on an order are reversed if that order is later returned.

Cash on Delivery (COD)

Why do I need to confirm my COD order? 

To protect against fake orders, we confirm every COD order before dispatch. We'll reach out by WhatsApp, SMS, or email, and you'll have 3 days from the order date to confirm.

What if I don't confirm in time? 

If we don't hear back within 3 days, the order is treated as cancelled and we'll send you a cancellation message.

My genuine order got cancelled because I missed the confirmation. Can I still get it?

Absolutely. Just write to us at connect@xenovaurban.com with your order details and we'll gladly process it.

Will my COD order always be fulfilled once I confirm? 

In most cases, yes. We may be unable to fulfil a COD order, even after confirmation, if the delivery address appears incomplete, or if your pincode isn't serviceable for COD.

Contact & Support

How do I reach customer support? 

Email us at connect@xenovaurban.com and include your Order ID (for example, XEN-XXXXX). Please keep all messages about one order in a single email thread, and avoid sending duplicate emails for the same query so we can resolve it faster.

What are your support hours? 

Our team is available 10 AM to 6 PM, Monday to Saturday. We aim to respond within [4–6] working hours.