Frequently Asked Questions

Q: Where can I find your retail store?

A: XS Stock - Irvine Store

  • Address: 85 Lamont Place (Opposite Sainsbury's Petrol Station), Irvine, North Ayrshire, Scotland, KA12 8HD
  • Phone: 01294 204240
  • Opening Hours: 9am-6pm, 7 days a week

Q: Where is your head office?

A: XS Stock Head Office

  • Address: XS-Stock.com Ltd, 3 Brewster Place, Riverside Business Park, Irvine, North Ayrshire, Scotland, KA11 5DD
  • Customer Support Available: Monday – Friday, 8am – 5pm
  • Phone: 01294 204004
  • Email: support@xs-stock.co.uk

Q: What payment methods do you accept?

A: Ways to Pay

  • We currently accept credit/debit card, Paypal, and Amazon Pay.

Q: My payment was declined, but it's pending in my account. Why is that?

A: Payment Declined but Pending in Account (Shadow)

  • When you attempted to place the order, your bank allocated the funds by placing a "shadow payment" on your account. However, as your order was declined, the payment will be returned to your bank account.

Q: How long will my refund take once returned?

A: Refund Timeline

  • We aim to issue a refund back to the original payment method within 2 – 3 working days after receiving the item.

Q: Can I place an order online & collect in store?

A: Online Order & In-store Collection

  • Unfortunately, we currently do not offer this service.

Q: Can I return an online order to the store?

A: Returning Online Orders

  • All online orders must be returned to our head office with a returns authorisation ref and won’t be accepted in store.

Q: Do you offer a loyalty card/scheme?

A: XS Loyalty System

  • The XS Loyalty System is available in-store only.
  • Earn 1 loyalty point for every pound you spend.
  • You can spend your loyalty points at any time.
  • No need to carry a loyalty card - just give your name at the tills.
  • Join the loyalty program here.

Q: Can I track my order?

A: Order Tracking

  • Yes, if you have registered on our website, you can track your order via your account. If you checked out as a guest, you will receive your tracking reference in your dispatch confirmation email.

Q: Can I place an order over the telephone?

A: Telephone Orders

  • Unfortunately, we do not currently offer this service. All orders must be placed online or in store.

Q: What happens if there is an item missing from my order?

A: Missing Items

  • If you believe there is an item missing from your order, please check within all packaging. If you still can't locate the missing item, please contact us via support@xs-stock.co.uk

Q: How can I update my personal details?

A: Updating Personal Details

  • If you have registered as a customer, please log into your account and change the details there.

Q: My order has arrived damaged/faulty. What should I do?

A: Damaged/Faulty Orders

Q: Do you offer discounts for purchasing a large quantity?

A: BulkPurchase Discounts

  • For potential discounts on large quantity purchases, please contact us via support@xs-stock.co.uk with the product code & quantity you require.

Q: Do you offer a credit account?

A: Credit Account

  • We currently do not offer this service.

Q: When will my item be dispatched?

A: Item Dispatch

  • All orders placed before 2pm are dispatched the same day. Orders placed after this time will be dispatched the following working day.

Q: If I pre-order an item, when can I expect delivery?

A: Pre-order Delivery

  • All pre-order items will have the expected release date shown on the listing.

Q: My order contains both pre-order items and items which are in stock, will they be shipped separately?

A: Shipping Pre-order and In-stock Items

  • We can ship the items which are in stock straight away, or if you prefer to receive everything together, we can also offer this. Please contact us with your preference via support@xs-stock.co.uk