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Shipping policy
Shipping & Delivery Policy
XO Atelier prepares every order with care and secure packaging to ensure safe transit. Once an order has been processed and handed over to the shipping carrier, responsibility for delivery transfers to the carrier.
Processing Time:
Orders are processed within 3 to 5 business days, excluding weekends and holidays. Tracking information is created within 24 to 48 hours once an order is prepared for shipment.
During launches, promotions, or high-volume periods, processing times may be extended. Any extended processing timelines will be clearly stated on our website, and customers will receive communication regarding delays when applicable.
Shipping & Delivery:
Delivery times are estimates provided by the shipping carrier and are not guaranteed. XO Atelier is not responsible for shipping delays caused by the carrier, weather conditions, or other circumstances beyond our control.
Lost or Stolen Packages:
Once a package has been marked as delivered by the shipping carrier, XO Atelier is not responsible for lost, stolen, or missing packages. Orders will not be replaced or refunded once delivery is confirmed.
If a package is marked as delivered but cannot be located, customers are encouraged to contact the shipping carrier directly to file a claim.
Incorrect Address:
Please ensure all shipping information is correct at checkout. XO Atelier is not responsible for orders shipped to incorrect or incomplete addresses provided by the customer.
Damaged or Leaking Items:
XO Atelier takes extensive care in packaging to minimize damage during transit. If an order arrives damaged or with significant leakage, we will offer a replacement.
To qualify for a replacement, customers must contact us within 48 hours of delivery and provide clear, unedited photos of:
• The damaged or leaking item
• The inner packaging
• The outer shipping box
• The shipping label
Once verified, a replacement will be issued at no additional cost. Refunds are not provided for shipping-related damage.
Minor seepage, evaporation, or cosmetic imperfections that do not affect product usability are not considered damage and are not eligible for replacement.
Carrier Responsibility:
Damage occurring during transit is the responsibility of the shipping carrier. XO Atelier may assist by providing documentation if needed but does not guarantee carrier claim outcomes.