Shipping & Returns

All orders are dispatched from Chengdu, China. All prices and charges are in U.S. dollars.

Shipping rates

The shipping charge is shown at checkout before you pay. We currently ship to the United States, Canada, the United Kingdom, Germany, France, the Netherlands, Belgium, Poland, Australia and Japan.

Dispatch and delivery

• Orders are dispatched within 3 business days of payment.
• Delivery normally takes 10–20 business days after dispatch, by tracked airmail.
• You receive a tracking number by email when your parcel ships.
• Commissioned and made-to-order pieces take longer; we confirm the date in writing before starting work.

Any import duties or taxes charged by the destination country are the responsibility of the recipient, where they apply.

Returns

• You may return an item within 14 days of delivery for a refund.
• Items must be unused and returned in their original packaging.
• Email contact@aisenxi.com before returning anything, so we can give you the return address and log your order.
• Return shipping is paid by the customer, unless the item arrived faulty, damaged or incorrect.

Faulty, damaged or incorrect items

If your order arrives damaged or is not what you ordered, email us within 14 days of delivery with your order number and photographs. We will replace the item or refund it in full, including shipping, and we pay the return cost.

Hand-embroidered pieces vary slightly from one to another. Minor differences in stitching or colour are not treated as defects.

Refunds

Refunds go back to the original payment method within 10 business days of us receiving the returned item, or of agreeing the refund in the case of a damaged parcel. We email you when the refund is sent. How quickly it appears on your statement is up to your bank or card issuer.

Cancelling an order

Email us as soon as possible. If the parcel has not yet been dispatched we cancel it and refund you in full. Once it has shipped, the returns process above applies.