FAQs – Frequently Asked Questions
1. Orders & Payments
Q: What payment methods do you accept?
A: We accept major credit cards (Visa, Mastercard, American Express), PayPal, and other secure payment methods listed at checkout.
Q: Can I change or cancel my order after placing it?
A: Once your order is placed, we begin processing it immediately. If you need to make changes, please contact us within 24 hours at boutique@xelatulum.com, and we’ll do our best to assist you.
2. Shipping & Delivery
Q: Where do you ship from?
A: We ship all orders from our U.S. warehouse.
Q: Do you offer international shipping?
A: At the moment, we only ship within the United States. However, you can contact us directly to explore possibilities.
Q: How much is shipping?
A: We offer free shipping on orders over $800 USD within the U.S. Standard shipping rates apply for orders below that amount, which will be calculated at checkout.
Q: How long will my order take to arrive?
A: After processing (2-4 business days), standard shipping takes 5-7 business days within the U.S. Expedited shipping options are available for an additional fee.
3. Returns & Refunds
Q: What is your return policy?
A: We only accept returns for defective or damaged products. Items must be **unused, unworn, and in original packaging**. Return requests must be made within 14 days of delivery.
Q: How do I request a return?
A: Contact our customer service at boutique@xelatulum.com with your order number, photos of the defect, and a description of the issue. We will provide return instructions once your request is approved.
Q: Do I have to pay for return shipping?
A: Return shipping costs are the customer’s responsibility, unless the product is defective or damaged due to our error.
4. Products & Craftsmanship
Q: Are your products handmade?
A: Yes, all of our products are handcrafted by skilled artisans, making each piece truly unique. Slight variations in color and design reflect the handmade nature of our collections.
Q: Where are your products made?
A: Our products are crafted in Mexico, in collaboration with local artisans who use traditional techniques passed down through generations.
Q: How should I care for leather and suede items?
A: We recommend storing leather and suede products in a cool, dry place and avoiding prolonged exposure to direct sunlight or water. Use a soft, dry cloth for cleaning. For more info, please refer to our Leather & Suede Care Guide: https://byjamesdesigns.com/pages/suede-leather-care-guide
5. General Inquiries
Q: Can I purchase wholesale or collaborate with Xela Market?
A: Absolutely! We love working with like-minded brands and businesses. Please reach out to boutique@xelatulum.com with your proposal.
Q: How can I contact customer service?
A: You can email us at
Q: How can I stay updated on new products and offers?
A: Subscribe to our newsletter and follow us on Instagram @thexelamarket to stay in the loop on new releases, promotions, and artisan stories.
Q: What payment methods do you accept?
A: We accept major credit cards (Visa, Mastercard, American Express), PayPal, and other secure payment methods listed at checkout.
Q: Can I change or cancel my order after placing it?
A: Once your order is placed, we begin processing it immediately. If you need to make changes, please contact us within 24 hours at boutique@xelatulum.com, and we’ll do our best to assist you.
2. Shipping & Delivery
Q: Where do you ship from?
A: We ship all orders from our U.S. warehouse.
Q: Do you offer international shipping?
A: At the moment, we only ship within the United States. However, you can contact us directly to explore possibilities.
Q: How much is shipping?
A: We offer free shipping on orders over $800 USD within the U.S. Standard shipping rates apply for orders below that amount, which will be calculated at checkout.
Q: How long will my order take to arrive?
A: After processing (2-4 business days), standard shipping takes 5-7 business days within the U.S. Expedited shipping options are available for an additional fee.
3. Returns & Refunds
Q: What is your return policy?
A: We only accept returns for defective or damaged products. Items must be **unused, unworn, and in original packaging**. Return requests must be made within 14 days of delivery.
Q: How do I request a return?
A: Contact our customer service at boutique@xelatulum.com with your order number, photos of the defect, and a description of the issue. We will provide return instructions once your request is approved.
Q: Do I have to pay for return shipping?
A: Return shipping costs are the customer’s responsibility, unless the product is defective or damaged due to our error.
4. Products & Craftsmanship
Q: Are your products handmade?
A: Yes, all of our products are handcrafted by skilled artisans, making each piece truly unique. Slight variations in color and design reflect the handmade nature of our collections.
Q: Where are your products made?
A: Our products are crafted in Mexico, in collaboration with local artisans who use traditional techniques passed down through generations.
Q: How should I care for leather and suede items?
A: We recommend storing leather and suede products in a cool, dry place and avoiding prolonged exposure to direct sunlight or water. Use a soft, dry cloth for cleaning. For more info, please refer to our Leather & Suede Care Guide: https://byjamesdesigns.com/pages/suede-leather-care-guide
5. General Inquiries
Q: Can I purchase wholesale or collaborate with Xela Market?
A: Absolutely! We love working with like-minded brands and businesses. Please reach out to boutique@xelatulum.com with your proposal.
Q: How can I contact customer service?
A: You can email us at
Q: How can I stay updated on new products and offers?
A: Subscribe to our newsletter and follow us on Instagram @thexelamarket to stay in the loop on new releases, promotions, and artisan stories.