Frequently Asked Questions

Need Our Retail Store Details:

XS Stock - Irvine Store
85 Lamont Place
(Opposite Sainsbury's Petrol Station)
Irvine, North Ayrshire
KA12 8HD
Phone: 01294 204240
Opening Hours: 9am-6pm, 7 days

XS Stock Head Office Ltd
3 Brewster Place
Riverside Business Park
Irvine, North Ayrshire

KA11 5DD

Customer Support Available: Monday – Friday, 8am – 5pm

Phone: 01294 204004


Ways to pay:

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


Payment declined, but pending in account (Shadow):

We can confirm when you attempted to place the order, your bank will allocate the funds by placing a "shadow payment" on your account, but as your order was declined, the payment will be returned to your bank account.


How long will my refund take once returned?

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


Can I place an order online & collect in store?

Unfortunately, this is not something which we currently offer.


Can I return an online order to the store:

All online orders are required to be returned to the following address with a returns authorisation ref and won’t be accepted in store. Ltd
3 Brewster Place
Riverside Business Park
Irvine, North Ayrshire

KA11 5DD

Do you offer a loyalty card/scheme:

The XS Loyalty System is up and running in store only.

Here's how it works:

  • Earn points on every purchase you make at the XS Irvine Store.
  • You earn 1 loyalty point for every pound you spend.
  • You can spend your loyalty at any time.
  • Your loyalty points will be clearly shown on your receipt after each sale.
  • Your receipt will also be emailed to you after each purchase.
  • No need to carry a loyalty card - just give your name at the tills.

If you would like to join now, then click the following link and fill out the form.

You can also join in-store, but the link above means you can save time by filling out the form when it suits you.

If you were a member of the old loyalty program, then please fill in your old loyalty number on the form and we will arrange to have your points balance moved across to the new system for you.

Please remember we take your privacy very seriously. We never share your information.

Can I track my order:

Yes, if you have registered on our website, you will be able to track your order via your account, however, if you have not registered and checked out as a guest, you will receive your tracking reference in your dispatch confirmation email.


Can I place an order over the telephone:

Unfortunately, we do not currently offer this and all orders are required to be placed online or in store.

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

If you believe there is an item missing from your order, please check within all packaging, as if there are smaller items our packing team may place smaller items within larger items. However, if you are still not able to locate the missing item please contact us via

How can I update my personal details:

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

My order has arrived damaged/faulty:

In the event of any items arriving damaged or faulty, please contact us via

Do you offer discounts for purchasing a large quantity:

Please contact us via including the product code & quantity you require to enable us to check if there would be any available discounts.

Do you offer a credit account:

This is not something which we offer.

When will my item be dispatched:

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

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

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

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

We can ship the items which are in stock straight away, or if you would prefer to receive altogether, we can also offer this. Please contact us with your preference via