Shipping policy

Shipping & Delivery Policy

At XO ATELIER, every order is carefully inspected, securely packaged, and prepared for shipment with the utmost care. By placing an order, you acknowledge and agree to the terms outlined in this Shipping & Delivery Policy.

Order Processing

Orders are typically processed within 3–5 business days, excluding weekends and holidays.

Once your order has been prepared for shipment, tracking information is generally generated within 24–48 hours. Please note that tracking updates may not appear immediately, as carriers require time to scan packages into their systems.

During product launches, promotions, holidays, or periods of unusually high order volume, processing times may be extended. Any anticipated delays will be communicated on our website or during checkout whenever reasonably possible.

Shipping Estimates

Shipping timeframes displayed during checkout are estimates only and are not guaranteed delivery dates.

XO ATELIER is not responsible for delays resulting from:

  • shipping carrier operations;
  • severe weather;
  • natural disasters;
  • customs inspections;
  • holidays;
  • transportation interruptions; or
  • other events beyond our reasonable control.

Package Protection (SEEL)

XO ATELIER offers optional package protection through SEEL during checkout.

Customers who purchase SEEL Package Protection must submit any eligible claims directly through SEEL in accordance with SEEL’s claim procedures and eligibility requirements.

Customers who decline SEEL acknowledge that they assume the risk of loss, theft, damage, or misdelivery after the package has been accepted by the shipping carrier, except where otherwise required by applicable law.

Risk of Loss

Ownership of, and risk of loss for, products transfers to the customer once the shipment has been accepted by the shipping carrier.

XO ATELIER is not responsible for packages that are delayed, lost, stolen, damaged in transit, or marked as delivered after they have been tendered to the carrier, except where required by law or where coverage is available through SEEL.

Lost or Stolen Packages

If your package is lost, stolen, or marked as delivered but cannot be located:

  • Customers who purchased SEEL should file a claim directly with SEEL.
  • Customers who declined SEEL should contact the shipping carrier to initiate an investigation.

XO ATELIER cannot guarantee refunds or replacements for uninsured shipments once they have been transferred to the shipping carrier.

Incorrect Shipping Address

Customers are solely responsible for providing a complete and accurate shipping address at checkout.

Orders shipped to an address provided by the customer cannot be refunded or replaced due to incorrect, incomplete, or outdated address information.

If an order has not yet shipped, customers should contact XO ATELIER immediately to request an address correction. Address changes cannot be guaranteed after an order enters processing.

Returned Packages

Packages returned to XO ATELIER due to an incorrect address, refusal of delivery, failure to claim the shipment, or repeated unsuccessful delivery attempts may be reshipped once additional shipping charges have been paid.

Original shipping charges are non-refundable.

Damaged or Leaking Shipments

Customers who purchased SEEL Package Protection should submit claims for shipping-related damage directly through SEEL.

Customers who did not purchase SEEL may contact XO ATELIER within 48 hours of confirmed delivery. While replacements are not guaranteed, we may review shipping-related damage on a case-by-case basis.

To request a review, customers must provide clear, unedited photographs of:

  • the damaged product;
  • the inner packaging;
  • the outer shipping carton; and
  • the shipping label.

Failure to provide the requested documentation may result in denial of the request.

Minor cosmetic imperfections, slight evaporation, minor seepage, label imperfections, or other conditions that do not materially affect product performance are not considered shipping damage.

Carrier Responsibility

Once a package has been accepted by the shipping carrier, the carrier assumes responsibility for transporting and delivering the shipment.

XO ATELIER may assist customers by providing shipping documentation or order information when reasonably requested but cannot guarantee carrier investigations, carrier reimbursements, or claim outcomes.

International Orders

Customers are responsible for any applicable customs duties, taxes, import fees, or governmental charges imposed by their destination country.

XO ATELIER is not responsible for customs delays, import restrictions, confiscated shipments, or additional fees assessed after shipment.

Policy Updates

XO ATELIER reserves the right to update this Shipping & Delivery Policy at any time without prior notice. Any revisions become effective immediately upon posting to our website.