We want you to be completely satisfied with your purchase on XEMPY.

We’re committed to providing customers with the most delightful shopping experience possible.

We’re always available and happy to help with any questions.

DO YOU ACCEPT RETURNS?

Yes, we accept the following reasons for return and refund.(We do not accept returns for the customized product)

  • Incorrect Product (Color, Size, Style)
  • Product damage
  • Defective Product
  • Delivery time is too long

- If you want to cancel the order, please contact us within 24 hours from the date you placed it, after that, the order has been processed and we can't cancel it for you.

HOW DO I RETURN AN ITEM?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days of receiving your order.

Please contact us to start the return & refund process. (Email: support@xempy.com)

Our customer service team will review the return request and will send further instructions if the return is approved.

Please include the following information:

  • Order number
  • Proof of purchase (Order information Screenshot)
  • Reasons for return

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

ABOUT THE SHIPPING COST ON RETURNS:

The Customer pays the return shipping costs.

No restocking fee.

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 5 business days from the day we receive your return. We will email you to confirm once your return has been processed.

UNDER WHAT CIRCUMSTANCES WILL YOU PROVIDE A REFUND.

  • If the product never arrives
  • Damaged on arrival
  • it is the wrong product
  • Parcel has been returned

HOW TO APPLY FOR A REFUND

If you are not happy with your purchase and want a refund, please contact us within 30 days of receiving your order.

ABOUT REFUND AMOUNT:

For returned items, a full refund will be credited for defective products.

For non-defective items, refund excludes shipping fees.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven’t received a credit for your return yet, here’s what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.

TO CHECK THE STATUS OF YOUR ORDER, PLEASE CONTACT US FROM OUR CONTACT

Contact Us