FAQ
Frequently Asked Questions
What is your return policy?
We accept return requests within 30 days of delivery, subject to the eligibility requirements and exceptions in our Refund Policy. For change-of-mind returns, items must be unused and unopened, with any protective seals intact, with tags, and in their original packaging. Please retain your receipt or proof of purchase. Items that have been opened or used, or whose protective seals have been removed, are not eligible for change-of-mind returns. These restrictions do not affect our no-cost refund or replacement process for damaged or incorrect items, or any mandatory consumer rights under applicable law.
To request a return, contact us at info@sxhco.com. After approval, we will email you the return link and confirmed shipping instructions. Please do not send any items before receiving these instructions or send returns to our Sharjah business address. For change-of-mind returns, international return shipping costs are the customer's responsibility.
Can I return beauty or personal care products?
Beauty and personal care products may be returned for change of mind if they are unused and unopened, with any protective seals intact, subject to the other conditions in our Refund Policy. Opened or used products, or products whose protective seals have been removed, are not eligible for change-of-mind returns. Damaged or incorrect items are handled separately under our no-cost refund or replacement process.
Can I return discounted items?
Discounted items are eligible for change-of-mind returns under the same return conditions as regular-priced items. For change-of-mind returns of discounted items, international return shipping, customs duties and all shipping-related costs are entirely the customer's responsibility. We do not provide a return shipping label for these returns.
What if my item is damaged or incorrect?
Contact us at info@sxhco.com with your order number and details of the issue. We offer a refund or replacement at no cost to you for damaged or incorrect items. The unopened and unused requirements for change-of-mind returns do not apply to this process.
What if my order is delayed?
Contact us at info@sxhco.com with your order number so we can check the tracking information and investigate the delay.
How long does shipping take?
Orders are typically processed within 3–5 business days before shipping. Estimated delivery time after shipping is 7–14 business days, depending on your location and the product. These timeframes are estimates and may vary due to carrier delays or customs processing.
Do you ship internationally?
Yes. Available delivery destinations are shown at checkout. Free shipping on all orders. Please note that customs duties and import taxes are the customer's responsibility.
How can I track my order?
Once your order is shipped, you will receive a tracking number via email.
What payment methods do you accept?
We accept major credit cards, Apple Pay, and Google Pay.
How do I contact customer support?
You can reach us via our Contact Us page, by email at info@sxhco.com, or by phone at +971 54 381 0881.