Cancellation & Modification Policy
Last updated: July 13, 2026
Overview
XILUGS understands that customers may need to correct or change an order after checkout. Because many of our products are handcrafted, made to order or personalized, please contact us as soon as possible after placing your order.
Requests are not automatically approved. Once materials have been prepared, personalization has started, production has begun or the order has been shipped, changes or cancellation may no longer be possible.
Modification and Cancellation Timeframes
These timeframes do not guarantee approval. Some made-to-order or personalized products may enter production earlier.
Order Modifications
Within the modification period, you may request corrections or updates to order details, including:
- Leather color, Patina finish, thread color or edge color.
- Name, initials, telephone number, logo or other personalization details.
- Watch strap width, buckle width, strap length or hardware selection.
- Key model, vehicle model or product compatibility information.
- Shipping name, address, telephone number or other delivery details.
- Product quantity, where stock and production status allow.
If the requested change increases the product price, shipping fee or customization cost, the customer must pay the difference before production continues. If the new selection costs less, any approved difference may be refunded or issued as store credit.
XILUGS is not responsible for mistakes in names, measurements, colors, key models, watch sizes, logos or other details that were submitted by the customer and not corrected before production.
Order Cancellations
To request cancellation, contact XILUGS within 24 hours after placing the order and provide your order number and reason for cancellation.
Before production begins
If the order has not entered production, we may approve cancellation and issue a refund to the original payment method.
After production begins
Once materials have been cut, hardware has been prepared, personalization has begun or the product has entered production, cancellation is not guaranteed.
- Standard, non-personalized products: If the item has already been produced but has not yet shipped, XILUGS may approve cancellation subject to a restocking fee of up to 20% of the product price.
- Customized, bespoke or personalized products: These orders cannot normally be cancelled or refunded after production has begun because they are made specifically for the customer and may not be resalable.
Orders That Have Already Shipped
An order cannot be modified or cancelled after it has been handed to the carrier. After delivery, any eligible request will be handled under the XILUGS Return & Refund Policy.
Shipping charges, customs fees, duties, taxes and carrier costs are non-refundable unless the shipment was caused by a confirmed XILUGS error or otherwise required by applicable law.
Address Changes
Contact us immediately if the shipping address is incorrect. We will try to update the address before dispatch, but changes cannot be guaranteed.
Customers are responsible for additional costs caused by an incorrect or incomplete address, including carrier correction fees, return-to-sender fees and reshipping charges.
How to Request a Change or Cancellation
- Contact XILUGS by email or WhatsApp as soon as possible.
- Provide your order number.
- Clearly describe the requested change or reason for cancellation.
- For personalization changes, send the exact corrected spelling, numbers, logo, measurements or colors.
- Wait for written confirmation from XILUGS before assuming the request has been approved.
Refund Processing
Approved cancellation refunds are issued to the original payment method. XILUGS generally processes approved refunds within 3–7 business days, although banks and payment providers may require additional time to post the funds.
Any approved restocking fee, non-refundable shipping fee or completed customization charge will be deducted before the refund is issued.
Frequently Asked Questions
Can I change my personalization after ordering?
Yes, provided you contact us promptly and personalization has not yet begun. Once a name, logo, number or other custom detail has been stamped, printed or produced, it may no longer be changed.
Can I cancel a personalized order?
A personalized order may be cancelled only before production begins. After materials have been prepared or personalization has started, cancellation and refund are normally unavailable.
Why is there a restocking fee?
The fee may apply to a standard product that has already been produced because labor, materials, preparation and handling costs have already been incurred. It does not create a right to cancel a bespoke or personalized product after production has begun.
Is sending an email enough to cancel my order?
No. Your order is considered changed or cancelled only after XILUGS confirms the request in writing.
Can I change my address after shipment?
Once an order has shipped, address changes depend on the carrier and may not be possible. Any carrier correction or reshipping fee may be charged to the customer.
Contact XILUGS
Email: support@xilugs.com
Phone / WhatsApp: +84 635 679 01
Address: 90 Nguyen Tuan Street, Thanh Xuan Ward, Hanoi 10000, Vietnam
To receive the fastest assistance, include your order number and submit only one complete message containing all requested changes.