Frequently Asked Questions

Find answers to common questions about Xivri products, orders, payments, shipping, tracking, returns, refunds, and cancellations.

Xivri is an online retail brand operated by CLOTHING KARLA LLC.

If your question is not answered below, contact our customer support team.

Orders

How do I place an order?

Browse our products, select the available size, color, or style, and add the item to your cart.

Proceed to checkout and provide your contact, shipping, billing, and payment information. Review the order details before submitting payment.

How will I know that my order was placed successfully?

After your order is submitted successfully, an order confirmation will be sent to the email address provided during checkout.

If you do not receive the confirmation:

Check your spam or junk folder
Confirm that the email address used during checkout is correct
Contact our customer support team

Can I change my order after placing it?

Contact us as soon as possible if you need to request a change to the product, size, color, quantity, or shipping address.

Changes are not guaranteed after an order has entered processing or fulfillment.

Can I cancel my order?

You may request cancellation until your order is fulfilled.

Contact us as soon as possible. A cancellation is confirmed only after our customer support team confirms that the order has not been fulfilled and approves the request.

Orders that have been fulfilled, shipped, or transferred to a shipping carrier cannot be cancelled. Review our published Cancellation Policy for complete details.

Shipping

Where do you ship?

We currently ship to valid addresses within the United States only.

We do not currently offer international shipping.

How long does order processing take?

Orders are normally processed within 3 business days.

Business days are Monday through Friday and exclude United States federal holidays.

How long does delivery take?

Standard delivery normally takes 5–8 business days after shipment.

The total estimated delivery time from the day order processing begins is:

Processing: 3 business days
Transit: 5–8 business days
Total estimated delivery time: 8–11 business days

Delivery dates are estimates and are not guaranteed.

Is shipping free?

We offer free standard shipping on eligible orders within the United States.

Any available shipping method or charge will be displayed during checkout before payment is completed.

How do I track my order?

After your order ships, we will send a shipping confirmation email containing the available tracking information.

Please allow 2–5 business days for tracking updates to become active in the carrier’s system.

What should I do if tracking shows “delivered,” but I cannot find my package?

First:

Check the delivery location, mailbox, porch, or building reception area.
Ask household members, neighbors, or building management.
Allow up to 48 hours because some carriers mark packages as delivered before final delivery.
Contact the shipping carrier using the tracking number.
Contact us if the package still cannot be located.

We will review the available order and tracking information.

Returns and Refunds

What is your return window?

We accept eligible return requests within 30 days of the delivery date.

Items must meet the conditions listed in our Return and Refund Policy.

How do I request a return?

Email: support@xivri.com
Phone: (909) 500-3440

Include your order number, the item you want to return, and the reason for the return.

Do not send a return without prior authorization. After an eligible request is approved, we will provide return instructions and a prepaid return shipping label.

Do I pay for return shipping or a restocking fee?

No. Return shipping is free for approved eligible returns. Xivri pays the return shipping label cost, and this cost is not deducted from your refund. We do not charge a restocking fee.

How long does a refund take?

After we receive and inspect an eligible return, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method within 10 business days.

Your bank or payment provider may require additional time to post the refund.

Do you offer exchanges?

We do not offer direct exchanges.

If you need another size or color, request a return for the original eligible item and place a new order for your preferred item.

What should I do if an item arrives damaged, defective, or incorrect?

Include:

Your order number
A description of the issue
Clear photos showing the item and problem

Approved claims will be resolved according to our Return and Refund Policy.

Products and Sizing

How do I choose the correct size?

Review the size information available on the individual product page before ordering.

Measurements and fit may vary by product or style. If you need help, contact our customer support team before placing your order.

Are all products true to size?

Fit can vary depending on the product, material, design, and preferred fit.

Use the size information provided on the relevant product page rather than relying only on your usual size.

How should I care for my product?

Follow the care instructions shown on the product label or product page.

Care requirements can vary by material and garment. Do not use a general washing method if it conflicts with the product’s specific care instructions.

Can product colors look different in person?

We make reasonable efforts to display product colors accurately.

However, colors and appearance may vary slightly because of screen settings, device type, lighting, or photography.

Payments

What payment methods do you accept?

Depending on checkout availability, we accept:

Visa
Mastercard
American Express
Discover
PayPal
Shop Pay
Apple Pay
Google Pay
Amazon Pay
Diners Club

Payment method availability may depend on the customer’s device, browser, location, and eligibility. Only methods displayed during checkout are available for a specific order.

What currency do you use?

All prices and charges are displayed and processed in United States Dollars (USD) unless otherwise stated.

Is my payment information secure?

Payments are processed through Shopify and authorized payment providers.

CLOTHING KARLA LLC does not directly store complete payment card numbers.

Our website uses encrypted connections to help protect information transmitted during checkout. No online payment or transmission method can be guaranteed to be completely secure.

Why was my payment declined?

A payment may be declined because of incorrect card details, insufficient funds, billing-address mismatch, fraud-prevention checks, or a decision by the bank or payment provider.

Confirm your payment and billing information or contact your payment provider. You can also try another payment method displayed during checkout.

Customer Accounts and Communication

Do I need an account to place an order?

Available checkout options are displayed when you place an order. Follow the instructions shown during checkout.

Why am I not receiving emails?

Check your spam or junk folder and confirm that the email address used during checkout is correct.

Contact Information

Still need help? Contact our customer support team.

Legal Business Name: CLOTHING KARLA LLC
Trading Name / Store Brand: Xivri
Customer Support Email: support@xivri.com
Phone: (909) 500-3440
Customer Support Hours: Monday–Friday, 9:00 AM–5:00 PM Pacific Time

Business Address:
CLOTHING KARLA LLC
8375 Sultana Ave, Unit 2
Fontana, CA 92335
United States

When contacting us about an existing order, include your order number and the email address used during checkout.