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.
BROWSE BY TOPIC
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
Where can I buy a current Xyluria design?
Browse our Custom Gifts page and follow the relevant product link to Amazon. Amazon shows current availability, local pricing, shipping options and applicable taxes for your destination.
What personalization options are available?
Available options depend on the design and may include a name, date, short message, photo or message card. Check the relevant product listing for its current options and text or image requirements.
Can you create something from my photo or reference image?
Some current designs support photo personalization through their product listing. For a new character, original design or more complex reference-based request, please use our Contact page so we can review feasibility, quantity and timing.
Can I place an order directly on the Xyluria website?
The Xyluria website does not currently offer direct checkout. Current designs and light personalization follow the relevant Amazon product path, while bulk, original and more complex projects begin with a request through our Contact page.
Custom & bulk projects
Do you accept custom and bulk project requests?
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.
What information should I include with my request?
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.
Is there a minimum order quantity?
Minimum order quantity varies by design, customization method, packaging and production requirements. We confirm the applicable MOQ after reviewing the specific project rather than publishing one fixed quantity for every request.
How are quotes and samples handled?
After reviewing the request, we confirm feasibility, MOQ, sampling requirements, production time, pricing, shipping and relevant trade terms. Any sample cost and approval process are confirmed before production begins.
Production & delivery
How long does personalization or production take?
Light personalization generally requires 1–3 days of preparation before shipping. Original or more complex reference-based projects generally require 7–14 days before shipping. Quantity, design complexity and seasonal demand may affect the final estimate.
Where are Xyluria products made and shipped from?
Xyluria products are made and shipped from China. We serve customers in major global markets, subject to product availability, destination requirements and available delivery services.
Do you ship internationally?
For current designs, Amazon displays availability and delivery options for the customer’s destination. International delivery for custom or bulk projects is confirmed during the quotation process. Shipping costs, customs fees, import duties and taxes vary by destination.
How can I track my order?
For an Amazon order, tracking is available through the Amazon order page or shipping confirmation. For an approved custom or bulk project, available tracking information is shared after dispatch.
Returns, changes & product care
Can I change or cancel an order after it is placed?
For an Amazon order, use Amazon’s order management options as early as possible; availability depends on the order status. For a custom or bulk project, contact us promptly. Changes or cancellation depend on whether sampling, materials or production have already begun.
What should I do if my order arrives damaged or incorrect?
For an Amazon order, use the support or return options shown with the order. For 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.
Are personalized items returnable?
Eligibility for an Amazon order follows the policy shown on the relevant Amazon marketplace and order page. Terms for a custom or bulk project are confirmed with the quotation. Because personalized items are made for a specific request, change-of-mind return options may be limited.
How should I care for a crochet keepsake?
Follow any care instructions shown with the product listing. In general, handle the item gently, spot clean when needed, allow it to air dry, and avoid machine washing, high heat and prolonged moisture. Keep small decorative parts away from young children and pets.
STILL NEED HELP?
Tell us what you’re planning.
For a product-specific question, bulk order or original project, send us the details and we’ll help you confirm the right next step.