FAQ’s – Xichen Art

Frequently Asked Questions

Explore our most commonly asked questions below.

About My Craft & Materials

Custom Orders & Personalization

Jewelry Care

Ordering & Payment

Shipping Policy

Returns & Exchanges

About My Craft & Materials

What is tatting lace?

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What materials do you use?

Are the pieces delicate?

Custom Orders & Personalization

Do you accept custom orders?

What is the process for a custom order?

How long does a custom piece take to create?

Jewelry Care

How should I clean my tatting lace jewelry?

How should I store my jewelry to keep it beautiful?

Ordering & Payment

What payment methods do you accept?

We accept PayPal.

Can I apply a promo code or gift card at checkout?

Yes! You can enter your promo code or gift card in the designated field during checkout before payment.

Can I modify or cancel my order after placing it?

Orders are processed quickly, but if you contact us within 1 hour of purchase, we’ll do our best to accommodate changes or cancellations.

Do you offer pre-orders?

Yes, for select items. Pre-order details (estimated shipping date, charges, etc.) will be clearly noted on the product page.

Shipping Policy

Where do you ship?

We currently ship across the U.S. and select international countries. Shipping options and costs are calculated at checkout.

How long does shipping take?

Standard shipping takes 3–7 business days. Expedited options are available at checkout.

How can I track my order?

You’ll receive a tracking link via email once your order ships. You can also track your order anytime through your Velora account.

What if my package is lost or delayed?

If your tracking hasn’t updated in 5+ days or your package is missing, reach out to our Support Team and we’ll help resolve it ASAP.

Returns & Exchanges

What is your return policy?

For non-custom pieces, I accept returns within 14 days… Please note that custom-made or personalized items are final sale and cannot be returned

How do I start a return or exchange?

Just head to our Returns Portal, enter your order number and email, and follow the steps. You’ll receive a prepaid return label if eligible.

When will I get my refund?

Once we receive and inspect your return, refunds are processed within 5–7 business days to your original payment method.

Can I exchange an item for a different size?

Absolutely! If the size you need is available, we’ll process an exchange once your original item is received.

Still have questions?

We are happy to answer any questions.