Xyluria
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FREQUENTLY ASKED QUESTIONS

Questions about personalized gifts, custom projects and delivery.

Find clear information about ordering, personalization, production time, shipping and returns. For a specific product or project, contact us and we’ll help you confirm the right next step.

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Everything you need to know before ordering.

Choose a topic below for details about current designs, personalization, custom projects, delivery and after-sales support.

Ordering & personalization

Each product page shows the current price and available options. Shipping and the final total are shown in your bag and at checkout. Group and new-design projects are quoted separately.

Browse our Shop to order directly from us. A wider selection is also listed on Amazon US, Canada, Germany and France, where local pricing and delivery options are shown for your destination.

On message-card designs, enter an optional message of up to 100 characters on the product page. Leave the field blank for a plain card. For photos, logos or changes to the crochet character, contact us before ordering so we can confirm feasibility and pricing.

Add up to 100 characters, such as a name, date, thank-you or encouragement. For example: “Thank you for always being there, Emma.” Review spelling and punctuation in your bag before checkout. Leave the field blank for a plain card.

Please send a reference through our Contact page before ordering a photo card or a new character. We will confirm what can be made, pricing and timing. New crochet designs start at 50 pieces.

Yes. You can order current designs directly from our Shop. For group gifts, bulk quantities, branded packaging or an original design made from your reference, visit Group & Event Gifts and request a quote.

Our standard crochet keepsakes use cotton filling. See the individual product details for yarn, size and decorative parts. Spot clean gently and air dry; avoid machine washing and high heat. Keep small decorative parts away from young children and pets.

Custom & bulk projects

We review requests for bulk quantities, original designs, logos, custom packaging, events, teams, schools, businesses and retail gift programs. Acceptance depends on design feasibility, quantity, timing and project requirements.

Please include the product or design idea, quantity, customization details, reference images if available, destination country and target delivery date. Clear information helps us review feasibility and timing more accurately.

Same-design group orders and new crochet designs start at 50 pieces. Retail gifts can be ordered from the Shop according to product availability. For mixed characters or different messages, tell us the quantity per design so we can confirm your options and quote.

We review your product, quantity, personalization, packaging, destination and target date before quoting. A new-design sample costs $50, excluding shipping, and includes one revision. The sample fee is not credited toward a bulk order. Confirm the design scope and schedule before payment.

Production & delivery

All retail gifts are made to order. Allow 2–5 business days for production after ordering, then 1–2 business days after production is completed for handoff to YunExpress. Total processing from ordering to carrier receipt is 3–7 business days, excluding weekends and public holidays. Transit time is additional. Sampling, new designs and group quantities have separate schedules confirmed in your quote; the retail 3–7 business day schedule does not apply.

Allow 3–7 business days of retail processing from ordering to carrier receipt, plus the destination-specific transit estimate. Transit time starts when the carrier receives your parcel and excludes weekends and public holidays. Contact us before ordering for a current US delivery estimate; delivery dates are estimates. For Amazon orders shipped from China, use the delivery estimate on your Amazon order page; website processing times do not apply.

All Xyluria retail gifts are made to order and shipped from Dongguan, Guangdong, China. We do not hold overseas stock. Amazon orders are also shipped from China; use the delivery estimate on your Amazon order page. Website processing times do not apply to Amazon orders. We serve customers in major global markets, subject to destination requirements and available delivery services.

Check the available destinations and shipping options in your bag or at checkout. For group and custom-design projects, shipping is quoted for your destination. For purchases on Amazon, use the options shown on that Amazon listing.

For an order placed on xyluria.com, contact us with your order number if you need a shipping update. If you have received a tracking link, use it to follow delivery. For an Amazon purchase, use the Amazon order page. For an approved group or custom-design project, available tracking information is shared after dispatch.

Returns, changes & product care

For an Amazon order, use Amazon’s order management options as early as possible; availability depends on the order status. For a website order or a custom or bulk project, contact us promptly with your order number. Changes or cancellation depend on whether sampling, materials or production have already begun.

For an Amazon order, use the support or return options shown with the order. For a website order or a custom or bulk project, contact us promptly with the order details, a description of the issue and clear photos so we can review the appropriate next step. Manufacturing defects or transit damage are covered; intentional damage, or damage caused after delivery by misuse or improper care, is not covered.

Exchanges are available only for a confirmed wrong item, damage in transit, or a manufacturing or product defect, including a production error. For an approved exchange in these cases, Xyluria covers any necessary return shipping and the replacement shipping. Please contact support first for assessment and handling instructions; do not send an item back unless we confirm that a return is required. Damage caused after delivery by misuse, accidents or customer handling is not eligible for exchange. This does not affect your statutory rights or the refund remedies described in our Returns & Refund Policy.

Personalized items are final sale — we cannot accept returns for spelling errors or changes of mind, since each card is printed for one specific order. Please check your message on the product page, in your cart, and at checkout. If your order arrives damaged, defective, or does not match the text you submitted, we will replace or refund it in full. Manufacturing defects or transit damage are covered; intentional damage, or damage caused after delivery by misuse or improper care, is not covered.

For orders placed from 7 October 2026, we do not offer voluntary change-of-mind returns or exchanges for non-personalized gifts. Wrong, damaged, defective or misdescribed gifts remain covered. Email info@xyluria.com with your order number and details.

Mandatory consumer rights are preserved, including any applicable cancellation right for eligible non-personalized goods. See our Returns & Refund Policy for the applicable deadlines, postage rules and return instructions. Ordinary customer-paid postage does not limit your rights for wrong or faulty items. For earlier orders, we honour the terms provided when you purchased.

Planning gifts for a team, wedding or event?
Explore Group & Event Gifts →

STILL NEED HELP?

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For a product-specific question, bulk order or original project, send us the details and we’ll help you confirm the right next step.

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For full details, read our Shipping Policy, Returns & Refund Policy and Terms of Service.

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