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: Ltd, 3 Brewster Place, Riverside Business Park, Irvine, North Ayrshire, Scotland, KA11 5DD
  • Customer Support Available: Monday – Friday, 8am – 5pm
  • Phone: 01294 204004
  • Email:

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

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 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