CONTACT US

Thank you for visiting xianboo. We are glad you are here, and we are ready to help you choose, send, or follow up on a gift.

If you have a question about an item, need help with an order, or would like details about gift wrap, message cards, shipping, tracking, returns, or refunds, our customer care team is here to assist. We value every customer who chooses to shop with us and will work to make your experience attentive and personal.

What to Include in Your Message

To help us understand your request and reply efficiently, please share as much of the following as you can:

your order number, if available;

the email address used when placing the order;

the name or web link of the item in question;

a clear explanation of your question or request; and

relevant photos or videos if an item arrived damaged, faulty, incorrect, or incomplete.

For a damaged, faulty, incorrect, or incomplete delivery, please include clear images of the item, the issue, the shipping label, and the outer packaging where relevant. These details help us review the matter accurately and offer an appropriate solution.

How to Reach Us

Customer Service Email:
service@xianboo.com

Our team checks messages regularly on business days and will reply as soon as reasonably possible. While we may not always respond immediately, we will give each request careful attention.

For a time-sensitive order, please explain the situation clearly in your email and include your order number. We will prioritise urgent requests wherever reasonably possible.

Please avoid sending multiple messages about the same issue, as duplicate messages can make it harder for us to track your request.

Gift Wrap, Message Cards, and Delivery Notes

Several of our items can be prepared with gift wrap, ribbon, or a message card, and some arrive in keepsake packaging. If you would like to add presentation, change a message card, or confirm what an order will include, contact us before the order is processed where you can. We will explain what is available for the specific item and what may already be included.

Order Changes and Cancellations

If you need to correct a delivery address, change an item selection, update a message card, or request an order cancellation, please contact us as soon as possible.

We will make reasonable efforts to accommodate your request. However, once an order has entered processing, personalisation, or shipment, we cannot guarantee that it can be changed or cancelled.

Returns and Product Issues

Please contact us before sending any item back.

The correct return location may vary depending on the item, the order, and your location. If your return request is reviewed and approved, we will provide the applicable return address and step-by-step instructions by email.

Do not send an item to our registered business address or to an address printed on the original package unless our customer service team specifically instructs you to do so.

Items sent without prior authorisation or to an incorrect address may be refused, delayed, lost, or returned to the sender. Please review our Returns and Cancellation Policy and our Refund Policy for complete eligibility requirements and refund procedures.

If an item arrives damaged, faulty, incorrect, or incomplete, we will review the information you provide and offer an appropriate remedy. Depending on the circumstances and availability, this may include sending a missing piece, providing a replacement, arranging an exchange, or issuing a refund for the affected item.