Frequently Asked Questions

Custom Orders

Q: Do you accept custom orders?
A: Yes. We accept custom gift inquiries for personalized text, names, dates, photos, logos, and message cards. Please contact us through the Contact page with your product idea, quantity, customization details, and target delivery date.

Q: What information should I provide for a custom request?
A: Please include the product type, customization details, quantity, shipping country, target delivery date, and any reference image if available. Clear information helps us review your request faster.

Q: Can I order in bulk?
A: Yes. We support bulk custom inquiries for events, teams, schools, businesses, retail gift shops, and seasonal gift programs. Please visit our Bulk Orders page or Contact page to submit your request.

Shipping

Q: How long will it take to receive my order?
A: Processing and shipping times vary depending on product type, customization details, quantity, destination, and order season. Custom and bulk orders may require additional preparation time.

Q: Do you ship internationally?
A: We may support international shipping depending on the product, order quantity, and destination. Shipping times, costs, customs fees, import duties, and taxes may vary by country and are the responsibility of the recipient unless otherwise stated.

Product Information

Q: What types of products does Xyluria offer?
A: Xyluria focuses on personalized gifts and custom keepsakes, including custom crochet-style gifts, jewelry, home decor, accessories, message card gifts, and bulk custom gift concepts.

Q: Are your products customizable?
A: Many products can be customized with text, names, dates, photos, logos, or message card wording. Customization options may vary depending on the product type and design.

Q: How should I care for my item?
A: Care instructions vary by product type and material. For decorative keepsakes, we recommend gentle handling and keeping the item away from moisture, heat, and rough use. Please refer to the specific product details when available.

Returns & Cancellations

Q: What is your return policy?
A: Because many items are personalized or made to order, custom products may not be eligible for return or cancellation once production has started, unless there is a manufacturing defect or an error on our part. Please review our Return and Refund Policy for details.

Q: Can I change my custom details after submitting?
A: Please contact us as soon as possible if you need to change custom text, names, dates, photos, or other details. Once production has started, changes may not be possible.

Contact

Q: How can I contact Xyluria?
A: You can contact us through the Contact page, email us at xyluria@gmail.com, or send a message through WhatsApp.