MY ACCOUNT:

DO I NEED TO HAVE AN ACCOUNT TO SHOP WITH YOU?

Setting up an account will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account at checkout page.

HOW DO I SIGN UP/CREATE AN ACCOUNT AT XENIAFORMALS.PK?

Please click on ‘Sign in’ followed by ‘Create an account’ and fill in your personal particulars. If you experience any difficulty, kindly call our customer service hotline and we will be pleased to assist you.

I FORGOT MY PASSWORD, HOW CAN I RETRIEVE IT?

Please click on ‘Forget password’ which is available at the ‘Sign In’ page. Enter your email address and click on “Submit”. A set of instructions to reset your password will be sent to your registered email. After your credentials have been verified, you will be able to create a new password.

HOW CAN I EDIT/UPDATE MY ACCOUNT DETAILS?

Please sign in and click on ‘My Account’. You will be able to edit/update your particulars.

HOW CAN I EDIT/UPDATE MY SHIPPING AND BILLING ADDRESS DETAILS?

Please sign in and click on ‘My Account’. You will be able to edit/update your particulars in your account and save it for future orders. If you wish to change the delivery address for a placed order, please contact our customer service immediately. We will make the requested changes if the order has not been processed.

WHAT ARE THE BENEFITS OF SIGNING UP AN ACCOUNT WITH YOU?

By signing up an account with xeniaformals.pk, you will be able to access and manage your account information easily. This includes:

• Changing your password
• Updating your billing or shipping address
• Checking your order status
• Viewing your complete order history
• Managing your e-mail preference settings (e.g. choose whether to receive mails from xeniaformals.pk)
• Update Address book

ORDER:

HOW CAN I PLACE AN ORDER?

In order to place an order with xeniaformals.pk, you will be required to:

• Sign in to your online account
• Shop for the items you want
• Add the items to your Shopping Bag
• Proceed to checkout
• Enter billing and shipping information
• Provide payment information
• Review and submit your order
• Check your order status

HOW WILL I KNOW IF XENIAFORMALS HAS RECEIVED MY ORDER?

After you place your order, you will receive an acknowledgement e-mail from xeniaformals.pk to confirm that your orders have been well-received. However, do note that orders will only be shipped when your credit card payment has been approved, and in case of COD orders, your billing and delivery address verified. Alternatively, you may check the status of your order through “My Account”.

I DID NOT RECEIVE ANY SALES ORDER SUMMARY, WHAT DOES THAT MEAN?

A sales order summary is an auto-generated e-mail where xeniaformals.pk acknowledges the order you placed. You should receive this order summary within 15 minutes upon placing your order (please make sure that the e-mail is not sent to your junk folder). If you did not receive an order summary within 15 minutes after placing your order, this means that we have not received your order and no payment has been received by xeniaformals.pk. You are then required to make a new order. Alternatively, you may sign in to your account to access My Orders page to view whether your order is received by us.

THERE’S A MISSING ITEM IN MY ORDER, WHAT SHOULD I DO?

Complaint can only be made within 14 days of delivery by emailing us at xeniaformals@gmail.com

CAN I CANCEL MY ORDER?

Unfortunately, we are unable to cancel an order once it has been placed. We do our best to ensure fast delivery and it would be advisable to check your order before placing it.

ONLINE SECURITY

WHAT IS ONLINE SECURITY FRAUD SCREENING?

Online Security Fraud screening is xeniaformals.pk's initiative as preventive measure against credit card fraud transactions. It aims to protect our customers from unauthorized and fraudulent dealings.

WHY SHOULD I SEND YOU MY PERSONAL INFORMATION?

Due to high risk or credit card fraud, xeniaformals.pk may request additional information for payment verification. We will not be able to process your orders if we do not receive the required documents. In order to avoid delays with your order, we suggest that you scan the documents and send them via email so that they are clearly legible. Alternatively, you may take a clear photo of the documents requested if scanning is not available.

IS MY PERSONAL INFORMATION KEPT SECURED?

All relevant pieces of information submitted by our customers will be kept secured and confidential. Only limited and authorized personnel have the rights to access this information. At no point will we share, rent or sell your personal information without your consent.

WILL I RECEIVE ONLINE SECURITY EMAIL EVERY TIME I PLACE MY ORDER AT XENIAFORMALS.PK?

Online Security is meant for every order; however verification process is ideally for one-time verification purpose. In your next or future purchase(s), if you are using another credit card or using other account information such as billing address or shipping address, your order will be subject to Online Security verification again

I RECEIVE AN ONLINE SECURITY EMAIL FROM YOU; WILL I STILL RECEIVE MY ORDER WITHIN THE STANDARD DELIVERY TIMELINE?

Depending on how fast you have responded to the Online Security email and the validity of the submitted documents are, your order may or may not be experiencing delivery delays. However please note that once we received your documents, we will try to process the order at the soonest.

WHAT IF I FAIL TO RESPOND TO YOUR EMAIL WITHIN THE PERIOD GIVEN, WILL MY ORDER STILL BE PROCESSED?

Failure to respond to the Online Security verification process within the timeline given will result to automatic order cancellation. We regret to inform you that if we do not receive any response to the online security verification within the given timeline, your order will be cancelled automatically.