Shipping
We ship from Sydney with Australia Post. Australian shipping is charged once per order: Standard A$10 or Express A$15, regardless of order value.
International delivery is available to New Zealand, Singapore, Hong Kong, Japan, Canada and mainland China. We offer International Standard and Express where available. Shipping costs depend on your destination and chosen service and are shown at checkout before payment.
In-stock items dispatch within 2 business days. Business days are Monday–Friday, excluding NSW public holidays. Express changes the delivery service, not the dispatch time. Delivery estimates exclude handling time and may be affected by customs or carrier delays; Express is not a next-day-from-order guarantee. We email tracking for each shipment. Contact us about delayed, lost or damaged parcels so we can investigate and arrange any remedy required by law.
For mainland China, we need the recipient’s mobile number for customs and delivery. It is optional at checkout; we will email you if it is missing and obtain it before dispatch. We will let you know if this delays your order.
International customers pay applicable import duties, taxes and clearance fees where legally permitted, unless expressly included. Charges we collect are shown before payment; others may be payable to customs or the carrier. We will not add new charges payable to us after purchase without your agreement, and will refund you if we cannot fulfil the agreed order.
Preorders and split shipments
Preorders usually dispatch 6–10 weeks after ordering, unless a different timeframe is shown before payment. If we cannot meet the agreed timeframe, we will offer a revised date or a full refund.
In-stock and preorder items ship separately, with tracking for each shipment. You pay shipping once per order; we cover additional postage for split shipments, including international orders.
Returns
Change-of-mind returns and size exchanges
For domestic and international orders, including preorders:
Email orders@xiwustudio.com within 7 calendar days of receiving the item, with your order number and return reason or requested size.
We will reply within 2 business days with instructions and a return address.
Post the item within 7 calendar days after we provide return instructions. This is a posting deadline, not an arrival deadline. Keep proof of posting.
Items must be unworn, unwashed and unaltered, with original tags, garment bags and all original product packaging, including the product box where supplied. Add protective outer packaging as needed.
For split orders, the request window begins when each item is delivered.
For change-of-mind refunds, you pay return postage and the original shipping charge is non-refundable. Size exchanges are subject to stock availability; you pay both return postage and shipping for the replacement size. If that size is unavailable, we refund you instead.
Items clearly marked Final Sale before purchase cannot be returned or exchanged for change of mind. A discount or limited quantity alone does not make an item Final Sale. The faulty-goods rights below still apply.
Faulty or incorrect goods
Our goods come with guarantees under Australian Consumer Law that cannot be excluded. Nothing in this policy limits mandatory rights under Australian or other applicable laws.
For a major failure, you may choose a refund or replacement, or keep the goods and claim compensation for their reduced value. For a minor failure, we can provide a free repair within a reasonable time, or choose a replacement or refund. If it is not fixed within a reasonable time, further rights apply, including recovering reasonable repair costs or rejecting the goods for a refund or replacement. Compensation for reasonably foreseeable loss or damage may also apply.
Contact orders@xiwustudio.com with proof of purchase, a description of the issue and clear photos of the item and defect. If you cannot reasonably provide photos or the fault cannot be shown in a photo, contact us to arrange another way to assess it. The seven-day deadlines, original-packaging requirements and Final Sale exclusions do not apply to statutory claims. Prior return authorisation is not a condition of those rights.
For confirmed faults or incorrect goods, we cover reasonable return postage and delivery of repaired or replacement goods, domestically and internationally. We provide a prepaid label where possible or reimburse reasonable postage against proof of payment.
Refunds
Accepted change-of-mind returns and unavailable-size exchanges are refunded within 14 calendar days of receiving the returned item. We assess faulty-goods claims and provide remedies within a reasonable time; for returned goods requiring a refund, we aim to complete assessment and processing within the same 14-day period. Any shorter legal deadline applies. We do not delay remedies solely while awaiting carrier or supplier reimbursement.
Refunds go to the original payment method, in the original transaction currency. If that method cannot receive the refund, we will agree an alternative with you. We do not offer store credit. Your payment provider may take additional time to release the funds.
Cancellations
You may cancel any item before dispatch, including preorders and Final Sale items, by emailing orders@xiwustudio.com. The time your request reaches us determines eligibility. We refund cancelled items within 14 calendar days of receiving your request; cancelling the entire order before any dispatch also refunds shipping.
For partially dispatched orders, you may cancel undispatched items. Dispatched items follow the returns policy above.
Return shipping and refused deliveries
Package returns securely. We recommend tracking and keeping proof of postage. Where you choose and arrange the carrier for a voluntary return, you bear transit risk except where we caused the loss or the law provides otherwise. If we arrange the carrier, we handle the carrier claim without making your remedy depend on reimbursement.
For international returns, use truthful customs descriptions and values and identify returned merchandise where appropriate. Duties paid to third parties generally need to be reclaimed from them. For voluntary returns, reasonable, unrecoverable return import costs may be deducted only where disclosed and legally permitted; we will explain them first. Statutory refunds, compensation and postage reimbursement remain available where required.
If you refuse delivery for change of mind and the goods return to us, we refund non-Final-Sale goods less reasonable, documented and unrecoverable return/import costs where legally permitted. Original shipping remains non-refundable but is not deducted twice. We explain deductions and do not charge costs caused by our error. Refusing Final Sale deliveries does not create a voluntary refund entitlement; contact us to arrange redelivery and agree any reasonable additional cost. These rules do not limit remedies for faulty, incorrect or otherwise non-compliant goods.
Contact
Email support: orders@xiwustudio.com
XIWU STUDIO · ABN 69 821 270 329 · Sydney, NSW, Australia