Last Updated: October 5, 2026
Welcome to the xsvzp.shop FAQ.
Below you will find answers to common questions about ordering, payment, shipping, delivery, tracking, cancellations, returns, refunds and customer support.
If you cannot find the answer you need, please contact us at support@xsvzp.shop.
1. Who operates xsvzp.shop?
The online store xsvzp.shop is operated by:
FAN SEN HAIR SALON LTD
Company Number: 16551801
Registered Address:
27 GREEK STREET
LONDON
ENGLAND
W1D 5DF
UNITED KINGDOM
Email: support@xsvzp.shop
Telephone: +44 28 1158 0814
The address above is the company's registered office.
2. How can I place an order?
You can place an order directly through xsvzp.shop.
Select the product you wish to purchase, choose any applicable product options or variations, add the product to your cart and proceed through checkout.
Before submitting your order, please make sure that your:
- Name;
- Email address;
- Telephone number, where requested;
- Billing information;
- Shipping address;
- Postal code; and
- Product selection
are accurate.
3. How do I know whether my order has been received?
After successfully placing an order, you may receive an order confirmation at the email address provided during checkout.
Please check your inbox and, where appropriate, your spam or junk folder.
If you cannot locate your order confirmation, please contact:
Email: support@xsvzp.shop
When contacting us, please provide your name and the email address used during checkout.
4. What payment methods do you accept?
The payment methods currently available for your order will be displayed during checkout.
Available payment methods may vary depending on factors such as:
- Customer location;
- Currency;
- Order value;
- Product;
- Payment provider;
- Billing country; and
- Delivery destination.
Only payment methods displayed and available during checkout can be selected for an order.
Please refer to the checkout page for the payment methods currently available to you.
5. Is payment on xsvzp.shop secure?
We take reasonable measures to protect payment-related transactions.
Our online store may use Shopify and independent payment providers to process transactions.
Depending on the payment method selected, sensitive payment information may be processed directly by the relevant payment provider.
Customers should never send us passwords, PINs, complete online banking credentials or one-time security codes by email or other unsecured communication.
For additional information, please review our Payment Policy and Privacy Policy.
6. Why was my payment declined?
A payment may be declined for reasons including:
- Incorrect payment information;
- Insufficient funds;
- Billing information mismatch;
- Bank restrictions;
- Payment provider restrictions;
- Transaction limits;
- Security checks;
- Fraud-prevention controls; or
- Technical problems.
If your payment is declined, please verify the information entered during checkout.
You may also contact your bank or payment provider or select another payment method if one is available during checkout.
7. How long does order processing take?
Orders are generally processed within approximately 1–2 business days after they have been successfully placed and confirmed.
Business days generally exclude weekends and public holidays.
Processing times are estimates and may occasionally vary depending on order volume, product availability, payment verification or other operational circumstances.
8. How long does delivery take?
After an order has been processed and dispatched, standard delivery generally takes approximately 5–7 business days.
This does not normally include the initial 1–2 business day processing period.
The overall estimated timeframe is therefore generally approximately 6–9 business days.
These timeframes are estimates and are not guaranteed delivery dates.
Actual delivery times may vary depending on the destination, carrier operations, customs procedures where applicable, public holidays, severe weather, local delivery conditions and other circumstances outside our reasonable control.
9. Can I track my order?
Where tracking is available for your shipment, you may receive a tracking number or tracking link after the order has been dispatched.
Tracking availability can depend on the carrier, destination and shipping service used for the order.
We do not guarantee that tracking will be available for every shipment.
Where tracking information is provided, it may take some time after dispatch before the carrier's tracking system displays an update.
10. What should I do if my tracking information is not updating?
Tracking systems are operated by third-party carriers, and updates may occasionally be delayed.
If tracking information has only recently been issued, please allow additional time for the carrier's system to update.
If there has been no meaningful tracking update for an extended period, please contact us:
Email: support@xsvzp.shop
Please include your order number and tracking number where available.
11. Can I change my shipping address?
If your order has not yet been dispatched, we may be able to update your shipping information.
Please contact us as soon as possible:
Email: support@xsvzp.shop
We will make reasonable efforts to assist.
However, we cannot guarantee that a delivery address can be changed after an order has entered processing or has been dispatched.
Customers are responsible for checking their delivery information before submitting an order.
12. Can I change or cancel my order?
If you wish to change or cancel an order, please contact us as soon as possible.
Email: support@xsvzp.shop
We will make reasonable efforts to assist you.
However, once an order has entered processing or has been dispatched, ordinary cancellation or modification may no longer be possible.
Any mandatory statutory cancellation or withdrawal rights remain unaffected.
13. What happens if my parcel is delayed?
Delivery times provided on our website are estimates unless expressly stated otherwise.
Delays may occasionally occur because of:
- Carrier disruptions or congestion;
- Customs processing;
- Public holidays;
- Severe weather;
- Transportation disruptions;
- Local delivery conditions;
- Incorrect or incomplete delivery information; or
- Other circumstances outside our reasonable control.
If your estimated delivery period has passed and there has been no meaningful tracking update, please contact us with your order number.
Nothing in this section limits any mandatory consumer rights relating to delayed delivery.
14. What should I do if my parcel appears to be lost?
First, where applicable, please:
- Check the available tracking information;
- Confirm your shipping address;
- Check whether another household member accepted the parcel;
- Check reception or designated delivery areas;
- Check any carrier delivery notice; and
- Contact the local carrier where appropriate.
If you still cannot locate the parcel, please contact:
Email: support@xsvzp.shop
Please provide your name, order number, delivery address and tracking information where available.
We will review the available shipment information and provide appropriate assistance in accordance with the circumstances and applicable consumer law.
15. What should I do if my product arrives damaged?
Please inspect your order as soon as reasonably possible after delivery.
If your product or parcel arrives damaged, contact us promptly at:
Email: support@xsvzp.shop
Where reasonably possible, provide:
- Your order number;
- A description of the problem;
- Photographs of the product;
- Photographs of the outer packaging;
- A photograph of the shipping label; and
- A video showing the issue where relevant.
Please retain the original packaging while we review the matter where reasonably possible.
Depending on the circumstances and applicable consumer law, an appropriate solution may include repair, replacement, return, price reduction or refund.
16. What should I do if I receive the wrong product?
Please contact us promptly at:
Email: support@xsvzp.shop
Please include:
- Your order number;
- Photographs of the product received;
- A photograph of the shipping label where available; and
- A description of what you ordered.
After reviewing the information, we will provide appropriate instructions.
17. What if something is missing from my order?
If your order arrives with a missing product, component or accessory, please contact:
Email: support@xsvzp.shop
Please provide your order number and, where reasonably possible, photographs of the products, packaging and shipping label.
We will review the available information and provide an appropriate solution based on the circumstances.
18. What is your return period?
We offer a 30-day voluntary return period for eligible products.
You may request a voluntary return within 30 days from the date you receive your order.
Eligible voluntary returns should generally be in the same condition in which they were received, unused and undamaged, with the original components and accessories.
This voluntary return policy is separate from and does not reduce any mandatory statutory cancellation, withdrawal, warranty or other consumer rights that may apply.
For complete conditions, please review our Return and Refund Policy.
19. How do I request a return?
Before returning any product, please contact us to request return authorization and the applicable return instructions:
Email: support@xsvzp.shop
Please provide:
- Your full name;
- Order number;
- Email address used for the order;
- Product you wish to return;
- Reason for the return; and
- Photographs or videos where relevant.
Please do not send products back before receiving the applicable return instructions.
Returns sent without following the provided instructions or to an incorrect address may be delayed.
20. Where should I send my return?
Please contact us before returning any product.
The applicable return address will be provided to you as part of the return instructions after your return request has been reviewed.
Email: support@xsvzp.shop
Our registered office address is not automatically the return address for products.
Please do not send products to our registered office unless we expressly confirm that address in your return instructions.
The appropriate return address may depend on the order, product and applicable return arrangements.
Please do not send parcels on a cash-on-delivery, postage-due or collect-on-delivery basis unless we have expressly agreed to this in advance.
21. Who pays for return shipping?
For eligible voluntary change-of-mind returns under our 30-day return policy, customers are generally responsible for the direct cost of returning the product unless we agree otherwise or applicable law requires otherwise.
Where an applicable statutory right of withdrawal is exercised, the customer is responsible for direct return shipping costs where permitted by applicable law and where the customer has been properly informed of this responsibility.
If a return is required because the product is defective, damaged, incorrect or otherwise non-conforming, return shipping costs will be handled in accordance with applicable consumer law.
We recommend using a secure and trackable shipping service and retaining proof of shipment.
For complete information, please review our Return and Refund Policy.
22. Do consumers have a statutory right of withdrawal?
Where applicable consumer protection law provides a statutory right of withdrawal for distance purchases, those rights remain unaffected by our voluntary return policy.
For eligible consumers in the European Union or European Economic Area, eligible online purchases generally have a 14-day statutory withdrawal period, subject to applicable legal conditions and exceptions.
For goods, the withdrawal period generally begins when you, or a third party designated by you other than the carrier, receive the goods.
Please review our Return and Refund Policy for complete information.
23. Are any products non-returnable?
Certain products may be excluded from voluntary returns or statutory withdrawal rights where permitted by applicable law.
Depending on the product and applicable law, examples may include:
- Clearly personalized products;
- Products liable to deteriorate or expire rapidly;
- Certain sealed hygiene or health-protection products after unsealing;
- Certain sealed software or media after opening;
- Products that have become inseparably mixed with other items after delivery; and
- Other products legally excluded from withdrawal.
These exceptions do not remove mandatory rights concerning defective, damaged, incorrect or otherwise non-conforming products.
If you are unsure whether a product is eligible for return, please contact us before sending it back.
24. How long does a refund take?
For eligible voluntary returns, we will notify you after the returned product has been received and reviewed.
If the return is approved, the refund will normally be initiated within 10 business days after approval.
After we process a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.
Such external processing times are generally outside our direct control.
For refunds relating to an applicable statutory right of withdrawal, reimbursement will be handled within the period required by applicable consumer law.
If we have confirmed that a refund has been processed but you have not received it after a reasonable processing period, please contact:
Email: support@xsvzp.shop
25. How will I receive my refund?
Where possible, an approved refund will normally be issued using the original payment method, unless another method is agreed or required by applicable law.
Banks, card issuers and payment providers may require additional processing time before the refunded amount appears in your account.
We do not charge customers a separate refund processing fee.
Any mandatory statutory refund requirements remain unaffected.
26. Can I exchange a product?
Depending on product availability and the circumstances, we may:
- Arrange an exchange where available; or
- Ask you to return the original product and place a new order.
Please contact support@xsvzp.shop before sending anything back.
Replacement product availability cannot be guaranteed until the applicable exchange or replacement has been confirmed.
Mandatory rights concerning defective or non-conforming products remain unaffected.
27. What happens if I refuse or do not collect my delivery?
Refusing a parcel or failing to collect it does not necessarily constitute a valid exercise of a statutory withdrawal right.
If you wish to withdraw from an eligible order, please contact us directly and clearly communicate your decision.
Additional costs resulting from incorrect delivery information, unjustified refusal or failure to collect an order may be handled in accordance with applicable law.
Mandatory consumer rights remain unaffected.
28. Are there customs duties or import taxes?
Orders delivered across national borders may be subject to:
- VAT;
- Customs duties;
- Import taxes;
- Customs clearance fees; or
- Other legally applicable charges.
Where taxes or other charges are collected by us, the applicable amount should be displayed during checkout before the order is completed.
Where such charges are not collected during checkout, additional amounts may be assessed by the relevant authorities or delivery provider where permitted by applicable law.
We do not make a general representation that all customs duties, import taxes or other destination-specific charges are included in every order unless this is specifically stated during checkout.
Please review our Shipping & Delivery Policy for additional information.
29. How is my personal information used?
We may process personal information where necessary to:
- Process orders and payments;
- Arrange delivery;
- Provide customer support;
- Process returns and refunds;
- Prevent fraud;
- Maintain website security; and
- Comply with applicable legal requirements.
How and why personal information is processed may depend on the circumstances and applicable data protection law.
Please review our Privacy Policy for more detailed information about personal data processing and applicable privacy rights.
30. How can I contact customer service?
For questions regarding products, orders, payments, shipping, tracking, returns, refunds or other customer service matters, please contact:
FAN SEN HAIR SALON LTD
Email: support@xsvzp.shop
Telephone: +44 28 1158 0814
When contacting us regarding an existing order, please include your order number and the email address used when placing the order.
31. Company Information
Company Name: FAN SEN HAIR SALON LTD
Company Number: 16551801
Registered Address:
27 GREEK STREET
LONDON
ENGLAND
W1D 5DF
UNITED KINGDOM
Website: xsvzp.shop
Email: support@xsvzp.shop
Telephone: +44 28 1158 0814
Please note: The address above is the company's registered office. It should not be used as a product return address unless we expressly confirm it in the applicable return instructions.