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FREQUENTLY ASKED QUESTIONS

Choose a category below to find answers to your questions

How much is delivery and how fast do you ship?
Pickup in Moscow — free, ready in 1–2 days. Yandex Express across Moscow — same day. CDEK to a pickup point or by courier — 3–7 days, free on orders over 15,000 ₽. Try-on delivery in Moscow — 950 ₽, free over 20,000 ₽: the courier waits while you try things on and takes back whatever doesn't fit. The exact cost appears in your cart as soon as you enter your city.
How do I track my order?
As soon as your order leaves the warehouse, the tracking number arrives by email — and on Telegram if you've connected the bot. You can check the status any time on the Track order page; all you need is your order number.
Do you ship internationally?
Yes. Message our manager on Telegram @xsaistore — we'll quote the cost and delivery time for your country and help you place the order.
What payment methods are available?
By bank card (Visa, Mastercard, MIR), via SBP, with Yandex Pay, or in instalments through Yandex Split and Dolyame. Your card details stay with the payment provider — the store never sees them.
Can I pay in instalments?
Yes — Yandex Split and Dolyame break the total into four instalments with no interest and no markup. Approval takes about a minute during checkout: the first part is charged straight away, the rest follow on schedule.
Can I pay with a gift card?
Yes. An XSAI gift card is a code you enter in the cart at checkout. It isn't tied to a name — anyone holding the code can use it — and it stays valid for a year from purchase. You can buy one in the Gift cards section: 5,000, 10,000 and 15,000 ₽ or any amount you choose.
How do I check whether an item is in stock?
Availability is shown on every product page. If your size or colour is out of stock, tap “Notify me” — we'll write as soon as the item is back.
Can I pre-order an item that is out of stock?
Yes. Message our manager on Telegram @xsaistore — we'll explain how it works, give you the timeline and add you to the list so you hear about the restock first.
Can I add items to an order I have already placed?
Yes, as long as the order hasn't been shipped yet. Message our manager on Telegram @xsaistore as soon as you can — we'll check the status and tell you how to make the change.
Can I change the delivery address or contact details?
Yes — the address, name and phone number can be changed until the order has been shipped. Message us on Telegram @xsaistore.
How do I choose my size?
Every item has a size chart and a fit note — runs small, true to size or oversized. Torn between two sizes? Message us in the chat or on Telegram @xsaistore and we'll advise based on your measurements. In Moscow you can also order try-on delivery and decide on the spot.
How long do I have to return an item?
14 days from the moment you receive the order — within that window the parcel must reach our store at 20s40 Berezhkovskaya Embankment, Moscow. We accept items with no signs of wear and with all tags, labels and hygiene stickers in place. Once the seal is broken, the item can no longer be returned or exchanged — please inspect it without breaking the seal. Made-to-order pieces cannot be returned.
Can I exchange an item for another size without a refund?
Yes, an exchange can be done without a refund. Fill in the exchange form and send the item to the store address. On arrival it goes through a condition check. If everything is in order, we ship you the size you need.
Who pays for return shipping?
Return shipping to the store is paid by the customer and should be sent with CDEK. If you are in Moscow, you can simply bring the item to our store at 20s40 Berezhkovskaya Embankment.
When will I get my money back?
Within 10 business days after we receive the item and it passes the condition check. The amount goes back the same way it was paid.
What does the loyalty card give me?
The XSAI VISION CARD is issued free of charge in a minute in your account and appears straight away in Apple Wallet and Google Pay. Every purchase returns 5–15% as points depending on your tier: 1 point = 1 ₽, and points can cover up to 50% of an order. Your tier is recalculated automatically from what you spend — no forms, no phone calls.
How else can I earn points besides shopping?
A written review earns 100 points, and a review with a photo adds another 200 (credited after moderation). There are also secret codes inside parcels, and a separate gift on your birthday.
What if I find the same item cheaper elsewhere?
Send us the link via the “Found it cheaper?” button under the price on the product page — we check Ozon, Yandex Market, Wildberries and Lamoda. We compare the listed price, excluding points, cashback and payment-method discounts. If it checks out, we send you a personal promo code valid for 48 hours.
What do I get for referring a friend?
Your friend gets 11% off their first order, and you get 22% in cash from every purchase they make within 30 days (up to 33% at the top tier). What you earn can be spent in the store or withdrawn from 3,000 ₽. Your personal link and stats live in the Partner programme section.