We hope we can answer your question below. But if not, feel free to contact the CS team.
+ How to contact the CS team?
We support the CS service via email. The mail address is firstname.lastname@example.org
We reply within 24 hours on weekdays. If you don’t get reply after 24 hours, please check spam box.
For the weekend and Korea's national holiday, we are closed.
For reference, we inform holiday or CS issue on NOTICE Board. Click here to check.
For a prompt response from our assistant, please state your topic of inquiry and your order number as below.
[Refund Request] 12345678_XE1_1234567
(한국어로 문의 가능하오니 편하신 언어로 메일 주세요)
- RETURNS & EXCHANGES
Q. How can I cancel my order?
A. Depending on the status of your order, we may not be able to cancel it.
Only for the same day (Based on Korea Standard Time) of order placement, you may cancel the order by sending us an e-mail.
Q. Can I Change the color or size of what I just ordered?
A. You can make adjustments to your order on the same day of the order placement (Based on KST).
Please send us an email to our customer service team!
Q. Can I add items to my order before it ships?
A. Once your order has been checked out, it goes immediately to processing and then it is prepared for shipment.
Depending on the status of your order, We can help to cancel or refund it by sending us an email with your order number. Please place a new order on the website for the additional items.
Q. Can I change my address?
A. You may change your shipping address after you place an order by sending us an email. Typically, you can only do this the same day an order was placed because items are shipped as fast as possible.
If your order has already been processed for shipping, you may not be able to change the address.
Once a DHL tracking number has been issued, Please click here to check how to change the receiver information by email and SMS. Refer to ODD(on demand delivery) service.
Q. What Payment methods do you accept?
A. We accept the below types of payments.
Q. Can I get the coupon back that was used for the orders that were cancelled or returned?
A. Used coupons that have yet to expire will be re-issued to you once cancellation or refund is complete.
However, used coupons cannot be re-issued if the order has been partially cancelled or refunded. And coupons that have passed the expiration date cannot be re-issued.
Q. Do you Ship internationally?
A. Of course! We ship to all countries via DHL.
We give free shipping for purchases over USD 120.
For international shipping, custom issues can occur. For reference, we inform on shipping & customs. Click here to check.
Q. How long will it take to receive my order?
A. The average total transit time is 3-15 business days.
However, Delays can occur in transit or due to holds at your local customs office. So it may take longer than usual to be delivered. It will be communicated to the receiver based on the information provided by the receiver.
If not, we would like to ask you to check with DHL or your local customs office.
Q. How do I track my order?
A. Please check and use your tracking number to track the status of your package. Find your information on My Order of My Page. Click here to check.
Q. What should I do in case of failed deliveries or returned packages?
A. Please contact us by email with your order number. We will support you.
In any case when a courier is unable to deliver the package due to following reasons, customers are responsible for all shipping costs.
- Incorrect address
- Customer’s refusal to pay customs fee
- Multiple failed attempts to reach the customer at point of delivery
Q. Where can I get help for missing or wrong delivery?
A. Please contact us by email. Reach out to us with your order number and tracking ID, full name, email address, shipping address, the date it was shipped, and the missing item(s) from your order.
For a missing whole delivery, It can be more faster to contact DHL CS center. Click here
Q. What is the XEXYMIX returns and exchanges policy?
This is available only for confirmed request with CS.
XEXYMIX will gladly accept unworn, unwashed products with original tags for return within 7 days of which you have received the package.
Click here to see the full policy.
※ Non-Returnable Items ※
- Washed, torn, perfumed sprayed, items without tags are not returnable.
- For hygiene purposes, panties and beauty items are not returnable.
Exchange is only available on the same day of the order placement(Based in KST) for size and colors.
Otherwise, we are currently not set up for exchanges due to international shipping reasons, so please follow our return policy.
Q. Do you provide a return label?
A. We currently do not provide return labels for international shipments.
Customers will be responsible for return shipments. and all extra costs (import duties, taxes and custom clearance and etcs) are deducted from return values.
We would like to ask you to return using your preferred carrier.
Q. When will I receive my refund?
A. When we receive your package, we’ll refund you within 7 business days and email you when this transaction has taken place.
Please note that banks may require additional time to process and post the transaction, so the credit may not show up until your credit card's next monthly billing cycle.
Q. What should I do if I received faulty goods or wrong delivery?
A. Please send an email (email@example.com) with detailed photos within 7 days after you have received the package. Upon confirmation, we shall give you the directions.
Q. Do you offer any discounts for instructors?
A. To show our appreciation to all of our Xexymix supporters, we've created a special program. This program is open to all certified instructors and fitness center owners. Log in to your en.xexymix.com account and fill out the application form by clicking here.
Q. Do you offer any discounts for first-time buyers?
A. We offer USD 30 coupon packs for first-time buyers as new members. For more informations, Click here.