HELP & F.A.Q
What if the item I am looking for is not shown on the website?
If an item is not available on our website, unfortunately we may have sold out. If it’s a must have please don’t hesitate to email us at firstname.lastname@example.org sometimes miracles happen!
How to use a promotional code?
To use a promotional code, simply enter the code in the ‘promotional box’ at the checkout. The promotion should be visible in your cart.
Can I change or cancel an existing order?
Unfortunately once your order has been placed, and you have received confirmation you cannot cancel or amend your order. We do offer a store credit or return; please refer to our Returns & Exchanges Policy.
What forms of payment do you accept?
XAHARA Pty Ltd is proud to accept safe and secure payments through PayPal. Paypal accepts payments from your personal Paypal account, or as a guest with your credit card.
Is it safe to use my credit card on xaharaactive.com?
Yes, shopping at xaharaactive.com is safe and secure. All our transactions are processed with PayPal, the safest and fastest way to shop online.
How can I track the status of my order?
Once your order has been placed and shipped, you will receive an email detailing your tracking number.
RETURNS & ECHANGES
Can I return or exchange an item?
Changed your mind on an item? That’s okay! We offer refunds for all full-priced items. Just make sure the item/’s are returned within 14 days of receipt for a refund, any received thereafter will not be accepted.
Items must be returned in their original condition, with original tags attached and in unworn condition. Once XAHARA has received your package, it will be subject to an inspection before a refund is issued. XAHARA reserves the right to decline a refund if items are not in original condition ( eg. Item is worn, used, soiled, or damaged). If this occurs, you will be notified via email, and the items will be returned to sender.
Please also obtain proof of postage when posting returned items. We recommend using registered mail as we cannot be held liable for any lost items in the post and cannot issue a refund if items are not received.
Do you pay for my returns shipping?
Shipping costs of returns are the responsibility of the customer, and are non-refundable. We only offer store credits or refunds for returned items.
Can I exchange an item?
If you would like to exchange your item/’s, you will be given a store credit which you will be able to use towards your next order.
Can I return or exchange an item on sale?
Sorry, items purchased on sale are not eligible for a refund or exchange. For additional enquiries please contact us on email@example.com
Please fill out a returns sheet located in our Returns & Exchanges page.
If you have any questions please don’t hesitate to email our customer care at firstname.lastname@example.org
When entering your address details in the shopping cart please ensure you select the correct country from the drop down menu. Shipping for International orders will be calculated accordingly upon check out.
Do you ship to Australia?
Yes! Orders to Australian Addresses are charged at a $10 Flat rate. Free shipping is offered for orders over $150 to Australian Addresses. We use Australia Post Express for all addresses within Australia, and parcels should arrive within 1-2 business days from the date your order has been shipped.
Do you ship internationally?
Xahara ships to most destinations around the world via DHL shipping services. International orders are charged at a $20 flat rate. With tracking services is offered to most destinations.
All international orders shipped will require a signature upon delivery. In the event that an attempt delivery is made, the driver will automatically attempt delivery to a residence the next business day before 6:00 PM, After two attempts, the package will be held at the local DHL office until delivery arrangements are made.
Online tracking is available to 45 destination countries: Austria, Argentina, Belgium, Brazil, Canada, China, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hong Kong, Hungary, India, Indonesia, Ireland, Italy, Japan, Korea, Latvia, Lithuania, Malta, Mexico, Netherlands, New Zealand, Poland, Portugal, Puerto Rico, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Thailand, Turkey, United States, United Arab Emirates, Uruguay, United Kingdom and Vietnam.
We highly recommend that your keep track of your parcel with the tracking ID provided.
How do i track my international order?
To track your international order, please use your tracking ID provided and enter it into the DHL tracking website: https://www.globalmail.dhl.com/web/portal-asia/traceit . In most cases, your order ID can also be used to track your item when shipped internationally. If you have any issues with tracking your order, please contact email@example.com
What else should I know about international shipping?
Please note the shipping costs do not cover any import tax or duties/liabilities that may be applied by the Government of the destination country.
Xahara does not accept the responsibility for customs delays, duties or taxes that may apply in destination country.
We do not accept under any circumstances orders back due to rejection of customer’s charges. Orders cannot be returned to sender.
How long does it take to process my shipment?
Orders are processed Monday through Friday and are shipping with 24 hours of placement. Please note that business days do not include weekends or national public holidays. Orders placed on a weekend will be dispatched the next business day.
Do you offer express International Shipping?
Express International Shipping is offered to USA, Canada, New Zealand, South Africa, and UK at an additional cost. This service takes and estimated 3 – 5 business days to arrive once shipping. This time frame does not include customs or any other delays subject to individual destinations.
Please keep track of your orders if a tracking number is available, and allow up to 30 days. If your order has not arrived within the given time frame please contact firstname.lastname@example.org
If you have any difficulties while entering your Shipping address whilst creating an account or during checkout please email email@example.com with your full shipping address and contact phone number before you place your order, we can arrange to set up an account for you.
Xahara is not responsible for lost or stolen packages or packages delayed in transit.
The shipping cost for orders is non refundable.
What happens if my order does not arrive?
Please keep track of your orders if a tracking number is available, and allow up to 30 days. If in doubt please contact firstname.lastname@example.org
How do I take care of my activewear?
At XAHARA, we pride ourselves in creating quality and fashionable activewear. We suggest these following steps to ensure the prolonged life of your favourite garments.
- Always read care instructions before wash.
- For sports bras remove padding before wash.
- Do not use bleach, fabric softeners.
- Line dry in shade immediately.
- Do not soak or leave wet.
- Do not tumble dry or dry clean.
- If garment is machine washable, use a mild detergent on a gentle setting; with cold water.
- Always wash with similar colours.
How does a promotion work?
When we offer a promotion we will give you a code in which you can use at check out to receive a discount. Promotions cannot be used in conjunction with any other offer. Our promotion codes are only available for a specified period.