Help Centre
Find answers to common questions about orders, delivery, returns, payments, and more.
Orders & Payments
Placing orders, payment methods, and order confirmation
Delivery & Shipping
Delivery times, charges, and tracking your order
Returns & Exchanges
How to return or exchange an item from your order
My Account
Managing your profile, address, and account settings
Products
Product availability, descriptions, and specifications
Contact Support
Get in touch with our team directly
01
Orders & Payments
How do I place an order on Xora?
Browse our products, add items to your cart, and proceed to checkout. Fill in your delivery details, select a payment method, and confirm your order. You will receive an order confirmation once it is placed.
What payment methods do you accept?
We accept Cash on Delivery (COD) and selected online payment methods. A 10% discount is available on one-time payments and COD orders.
Can I cancel or modify my order after placing it?
Please contact us as soon as possible at (070) 140 7077 or info@xora.lk if you need to cancel or change your order. We can only make changes before the order is dispatched.
Will I receive a confirmation after ordering?
Yes. Once your order is placed, you will receive a confirmation via email or SMS with your order details. Please keep this for reference.
Is there a minimum order amount?
There is no minimum order amount on Xora. You can order any single item from our catalogue.
02
Delivery & Shipping
How long does delivery take?
We offer two delivery options island-wide across Sri Lanka:
Express Delivery: 1–3 business days
Normal Delivery: 3–7 business days
Delivery times and charges may vary depending on public holidays, weather conditions, or other factors beyond our control.
Express Delivery: 1–3 business days
Normal Delivery: 3–7 business days
Delivery times and charges may vary depending on public holidays, weather conditions, or other factors beyond our control.
Do you deliver island-wide in Sri Lanka?
Yes, we deliver to all areas across Sri Lanka. Remote areas may have slightly longer delivery times.
How can I track my order?
Once your order is dispatched, you will receive tracking information. You can also visit our Track My Order page or contact us directly for an update.
What if my delivery is delayed?
If your delivery is taking longer than expected, please contact us at (070) 140 7077 and we will check the status of your shipment. Delays can occur during public holidays or due to conditions in the country.
What happens if I was not home during delivery?
Our courier will attempt to contact you before delivery. If you miss the delivery, the courier will try again. Please ensure your phone number is correct on your order. You can also call us to arrange a convenient time.
03
Returns & Exchanges
Important: You must contact us before returning any product. Returns without prior authorisation will not be accepted. Call (070) 140 7077 or email info@xora.lk.
How do I return an item?
Contact us first to authorise the return. Then visit our Request Returns page to fill in your details. Once approved, we will send you instructions on how to send the item back.
How long do I have to request a return?
Return requests must be raised within 7 days of receiving your item. Items outside this window will not be eligible for return.
When will I receive my refund?
Once we receive and inspect your returned item, refunds are processed within 3–7 business days. COD orders may be refunded via bank transfer or store credit.
Can I exchange for a different product?
Yes. Visit our Request Exchange page and fill in the form. Exchanges are subject to stock availability. If the item is unavailable, we will offer a refund or store credit.
What items cannot be returned?
The following items are not eligible for return: used or worn items, items without original packaging, perishable goods, intimate or hygiene products, and items marked "Final Sale". Please review our full Returns & Exchanges Policy.
04
My Account
How do I create a Xora account?
Click on "Login / Register" at the top of the page and select "Create an Account". Fill in your name, email, and password to get started.
How do I update my delivery address?
Visit Change Address in your account to update your saved delivery address. Make sure to update this before placing a new order.
I forgot my password. What should I do?
On the login page, click "Lost your password?" and enter your email address. We will send you a link to reset your password.
Can I view my order history?
Yes. Log in to your account and visit Manage Account to see your full order history and current order status.
05
Products
Are all products on Xora genuine?
Yes. We are committed to selling only genuine, quality products. If you ever receive an item that does not match the description, please contact us immediately and we will resolve it.
What if an item I want is out of stock?
If an item is out of stock, you can contact us at info@xora.lk to ask about availability or request a notification when it is back in stock.
Do product colours look exactly the same in person?
We do our best to display products accurately. However, colours may appear slightly different depending on your screen settings. If you have any doubts, contact us before ordering.
06
Still Need Help?
Can't find your answer? Use one of the links below or contact our team directly.
Contact Xora
Ethinimaladeniya, Gampolawatta, Gampola
Weekdays: 8:00 AM – 9:00 PM