Frequently Asked Questions

We accept major credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, and Google Pay. All transactions are processed securely through encrypted payment gateways.

Orders can be modified or cancelled within 24 hours of placement by contacting us at hello@xenxenheritage.com. Once your piece has entered our artisan production queue, we are unable to make changes as each collar is handcrafted to order.

Absolutely. We use industry-standard SSL encryption to protect your personal and payment information. Your payment details are never stored on our servers and are processed through certified secure payment providers.

Every XENXEN Heritage collar is presented in our signature gift box with silk lining and arrives ready for gifting. Each piece includes a certificate of authenticity detailing the jade provenance and silk craftsmanship.

We currently ship to Singapore, Hong Kong, Taiwan, South Korea, Japan, Thailand, Indonesia, Malaysia, and other select countries. If your country is not listed at checkout, please contact us at hello@xenxenheritage.com.

We offer complimentary international shipping on all orders above $350 SGD (or local currency equivalent). For orders below this threshold, standard shipping rates apply and will be calculated at checkout based on your location.

Singapore: 2-3 business days

Asia-Pacific: 5-7 business days

Other international destinations: 7-10 business days

You will receive tracking information via email once your order has been dispatched.

Yes, expedited shipping options are available at checkout for an additional fee. Please contact us at hello@xenxenheritage.com if you require your piece by a specific date, and we will do our utmost to accommodate your timeline.

We accept returns within 7 days of delivery for pieces that are unworn and in pristine, original condition with all packaging, certificates, and dust bag intact. As each collar features certified natural jade, we must ensure the piece remains in sellable condition.

Customers are responsible for return shipping costs. We recommend using a trackable, insured shipping service as we cannot be held responsible for items lost in transit.

Please email hello@xenxenheritage.com with your order number and reason for return within 7 days of receiving your piece. We will provide you with return instructions and our return address.

Once we receive and inspect your returned item, we will process your refund within 7-10 business days. Refunds are issued to the original payment method. Please note that your financial institution may require an additional 2-5 business days to process the credit.

In the rare event that your collar arrives damaged or with a manufacturing defect, please contact us immediately at hello@xenxenheritage.com with photographs. We will arrange for a replacement or full refund, including all shipping costs.

Due to the bespoke nature of custom or personalized pieces, these items are non-returnable unless there is a manufacturing defect or error on our part.

XENXEN Collar Necklace has a dual-knot sliding system that allows for flexible fits between 22cm up to 42cm.

Please measure the circumference of your pet's neck at the point where the collar will rest, then add 2-3 cm (approximately 1 inch) for comfort. Refer to our detailed sizing guide on each product page. If you are between sizes or need assistance, please contact hello@xenxenheritage.com.

Each XENXEN necklace collar features natural nephrite jade sourced from reputable suppliers, paired with premium Bao Loc silk from artisan weavers. Hardware is 18K gold plated.

All pieces are hand finished by skilled artisans and bear natural marks of the makers.

Our collars are designed as luxury fashion pieces that honor the ceremonial tradition of silk and jade adornment. While constructed with durability in mind, we recommend wearing them for special occasions, photoshoots, and ceremonial moments rather than daily active use to preserve the jade and silk craftsmanship.

Wipe jade gently with a soft, damp cloth; avoid chemical cleaners; store in the provided dust bag away from direct sunlight; and do not submerge in water. Silk should be spot-cleaned or dry-cleaned only.

We are committed to ethical sourcing. Our jade is obtained from suppliers who adhere to responsible mining practices.

Each collar is meticulously handcrafted by skilled artisans in Asia, honoring centuries-old traditions of jade carving and silk weaving. We partner with master craftspeople who have inherited these techniques through generations.

XENXEN is the first brand to unite premium craftsmanship with Eastern wellness traditions. Our jade and silk collars are positioned at the intersection of luxury fashion and holistic pet wellness, offering both aesthetic beauty and the energetic properties of natural jade revered in Traditional Chinese Medicine culture.

We are selectively open to partnerships with like-minded luxury retailers and wellness-focused boutiques. Please contact hello@xenxenheritage.com with information about your business.

Subscribe to our newsletter at the bottom of any page to receive updates on new collections, limited editions, Eastern wellness insights, and exclusive offers. Follow us on Instagram @xenxenheritage for behind-the-scenes artisan stories.

For all inquiries, please email hello@xenxenheritage.com. We strive to respond within 24-48 hours during business days (Monday-Friday, 9:00 AM - 6:00 PM SGT).

Yes, we offer bespoke services for clients seeking unique jade selections, custom sizing, or personalized design elements. Please contact concierge@xenxenheritage.com to discuss your vision with our artisan team.

We currently operate online only, allowing us to offer our handcrafted pieces at accessible luxury prices. For private viewings in Singapore, please contact concierge@xenxenheritage.com.