Refund policy
Last updated: October 8, 2026
Xivri is an online retail brand operated by CLOTHING KARLA LLC. We want you to be satisfied with your purchase. This policy explains our requirements and process for returns and refunds.
30-Day Return Window
We accept eligible return requests within 30 days of the delivery date.
To qualify for a return, the item must be:
- Unworn, unwashed, and unused
- In its original condition
- Returned with all original tags attached
- Returned in its original packaging
- Accompanied by proof of purchase
Items that do not meet these requirements might not be accepted.
How to Request a Return
Before returning an item, contact our customer support team:
Customer Support 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 an item back without prior authorization. Unauthorized returns might not be accepted.
After your request is approved, we will provide a prepaid return shipping label and return instructions.
Return Shipping Costs and Restocking Fees
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.
Return Address
CLOTHING KARLA LLC
8375 Sultana Ave, Unit 2
Fontana, CA 92335
United States
Returns must be sent according to the instructions provided by our customer support team.
Non-Returnable Items
The following items cannot be returned:
- Final-sale or clearance items
- Gift cards
- Perishable goods
- Custom or personalized products
- Personal care or hygiene products
- Items that have been worn, washed, used, or damaged after delivery
- Items returned without their original tags or packaging
Any non-returnable status will be clearly disclosed before purchase when applicable.
Damaged, Defective, or Incorrect Items
Inspect your order when it is delivered. If an item arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery.
Send the following information to support@xivri.com:
- Your order number
- A description of the issue
- Clear photos showing the item and the problem
After reviewing your claim, we will provide an appropriate resolution at no additional cost when the claim is approved.
Exchanges
We do not offer direct exchanges.
If you need another size or color, request a return for the original item. After the return is approved, you can place a new order for your preferred item.
Refunds
After we receive and inspect your return, we will notify you whether your refund has been approved.
Approved refunds are issued to the original payment method within 10 business days.
Your bank or payment provider might require additional time to post the refund to your account.
If more than 10 business days have passed since your refund was approved, contact us:
Customer Support Email: support@xivri.com
Phone: (909) 500-3440
Order Cancellations
Cancellation requests are handled according to our published Cancellation Policy.
Orders that have already been shipped cannot be cancelled and must follow the return process described in this policy.
Contact Information
Legal Business Name: CLOTHING KARLA LLC
Trading Name / Store Brand: Xivri
Customer Support Email: support@xivri.com
Phone: (909) 500-3440
Business Address:
CLOTHING KARLA LLC
8375 Sultana Ave, Unit 2
Fontana, CA 92335
United States