Frequently Asked Questions
Find answers to some of our most commonly asked questions about orders, delivery, returns, payments and customer support.
Contact & Locations
Where can I find your retail store?
- Store: 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
Where is your head office?
- Address: XS-Stock.com Ltd, 3 Brewster Place, Riverside Business Park, Irvine, North Ayrshire, Scotland, KA11 5DD
- Customer Support: Monday – Friday, 8am – 4pm
- Phone: 01294 204004
- Email: support@xs-stock.co.uk
Orders & Delivery
When will my item be dispatched?
Orders placed before 2pm are usually dispatched the same working day. Orders placed after 2pm will be dispatched the following working day.
Can I track my order?
Yes. If you have registered an account on our website, you can track your order online. Guest customers will receive tracking details in their dispatch confirmation email.
Can I place an order online and collect in store?
Unfortunately, we do not currently offer click & collect.
Can I place an order over the telephone?
No, all orders must be placed online or purchased directly in store.
How do pre-orders work?
All pre-order items will display an expected release date on the product listing.
My order contains both pre-order and in-stock items. Will they ship separately?
We can dispatch in-stock items immediately or hold the order until everything is available. Please contact us with your preference via support@xs-stock.co.uk.
Payments & Refunds
What payment methods do you accept?
We currently accept Credit/Debit Cards, Apple Pay, American Express, Discover, Shop Pay, Google Pay and PayPal.
My payment was declined but the money is pending in my account. Why?
Your bank may temporarily place a “shadow payment” or pending authorisation on your account when attempting payment. If the order fails, the funds are automatically released back by your bank.
How long does a refund take?
Refunds are normally processed back to the original payment method within 2–3 working days after the returned item is received.
Returns & Issues
Can I return an online order to the store?
No. Online orders must be returned directly to our head office with a valid returns authorisation reference.
What happens if an item is missing from my order?
Please check all packaging carefully first. If the item is still missing, contact our support team via support@xs-stock.co.uk.
My item arrived damaged or faulty. What should I do?
Please contact us as soon as possible via support@xs-stock.co.uk with details and photographs where possible.
Do you offer discounts for bulk purchases?
For large quantity enquiries, please email support@xs-stock.co.uk with the product code and quantity required.
Do you offer credit accounts?
We do not currently offer credit accounts.
Accounts & Loyalty
How can I update my personal details?
Simply log into your customer account and update your details there.
Do you offer a loyalty scheme?
- The XS Loyalty Scheme is available in-store only.
- Earn 1 point for every £1 spent.
- Spend your points whenever you like.
- No loyalty card required — simply provide your name at the till.
- Join the loyalty scheme here.
Still Need Help?
Our customer support team is always happy to help with any questions about your order or shopping experience.
Contact Customer Support