FAQ

XILA accepts a wide variety of payment methods to ensure a seamless shopping experience. We support major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and bank transfers. For sellers, we process payments securely and transfer funds to your linked bank account within 3-5 business days after the buyer receives their order. All transactions are protected by our secure payment gateway with SSL encryption.

To list products or services on XILA, navigate to your dashboard and click "Add New Listing". Fill in the required information including title, description, category, pricing, and upload high-quality images (up to 10 photos per listing). You can also add variations like size, color, or custom options. Set your shipping preferences and inventory quantity. Once you submit, our team will review your listing within 24 hours to ensure it meets our quality standards. Premium sellers can list unlimited products with enhanced visibility features.

We offer a 30-day return policy for most items purchased on XILA. If you're not satisfied with your purchase, you can request a return within 30 days of delivery. The item must be unused, in its original condition, and in the original packaging. To initiate a return, go to your Orders page, select the item, and click "Request Return". The seller has 48 hours to approve the return. Once approved, ship the item back and upload tracking information. Refunds are processed within 5-7 business days after the seller receives the returned item. Note that certain items like digital products, personalized items, and perishable goods may not be eligible for returns.

Shipping on XILA varies by seller and product. When you view a product, you'll see estimated delivery times and shipping costs. Most sellers offer multiple shipping options including standard, expedited, and express delivery. Tracking information is automatically sent to your email once the seller ships your order. You can also track your package in real-time through your Orders page. International shipping is available for select products with customs and duties calculated at checkout. For local pickup options, some sellers offer in-person collection to save on shipping costs.

You can easily contact sellers through our secure messaging system. On any product page, click the "Contact Seller" button to send a direct message. You can ask questions about the product, request additional photos, negotiate bulk orders, or discuss custom requirements. All conversations are stored in your Messages inbox for easy reference. Sellers typically respond within 24 hours. We recommend communicating through our platform to maintain buyer and seller protection. Avoid sharing personal contact information or conducting transactions outside of XILA.

My Plugs is a powerful integration feature that connects your XILA account with other e-commerce platforms and review systems. You can connect with Amazon, eBay, Shopify, Trustpilot, and more to sync your product listings, inventory, and customer reviews automatically. This saves time and ensures consistency across all your selling channels. To set up plugs, go to Settings > My Plugs, select the platform you want to connect, and follow the authentication process. You can manage sync settings, schedule updates, and choose which data to synchronize between platforms.

If you encounter any issues with your order, we're here to help. First, try contacting the seller directly through our messaging system to resolve the issue. If the problem persists, you can open a dispute by going to your Orders page, selecting the order, and clicking "Report a Problem". Provide detailed information about the issue including photos or screenshots if applicable. Our customer support team will review your case within 24-48 hours and mediate between you and the seller to find a fair resolution. For serious violations like fraud or prohibited items, use the "Report Seller" button on their profile page.

Reviews are essential to maintaining trust in our marketplace community. After you receive your order, you'll receive an email invitation to leave a review. You can also leave a review by going to your Orders page, finding the completed order, and clicking "Write a Review". Rate the product (1-5 stars), write detailed feedback about your experience, and upload photos if you'd like. Your review will be visible to other buyers and helps sellers improve their service. You can edit or update your review within 30 days. Verified purchase reviews are highlighted to show authenticity. Please keep reviews honest, constructive, and respectful.

At XILA, security is our top priority. We use industry-standard SSL encryption to protect all data transmitted between your device and our servers. Your payment information is never stored on our servers; instead, it's securely processed through PCI-DSS compliant payment providers like Stripe and PayPal. We implement two-factor authentication (2FA) for account login, regularly update our security protocols, and conduct third-party security audits. Your personal information is protected under our Privacy Policy and GDPR compliance standards. We never share your data with third parties without your explicit consent. For suspicious activity, our fraud detection system monitors transactions 24/7 to protect both buyers and sellers.