Shipping policy

Introduction

This Shipping & Delivery Policy explains how Xnexz Ltd (“Xnexz”, “we”, “our” or “us”) dispatches and delivers your orders. It sits alongside our [Terms & Conditions](/home/oai/share/Terms & Conditions.docx), [Privacy Policy](/home/oai/share/Privacy Policy.docx) and [Refund & Returns Policy](/home/oai/share/Refund Policy.docx). By placing an order on xnexz.com you agree to the terms set out below. If anything is unclear, please contact our customer support team.

1. Delivery Area

  • United Kingdom (UK) – We primarily deliver to addresses within the UK. Deliveries to remote parts of the Scottish Highlands, Northern Ireland or offshore islands may take longer and incur additional charges. For example, Gloves n Stuff advises that orders sent to the Scottish Highlands, Northern Ireland and offshore areas cost more, and customers should use a delivery-area drop-down at checkout to see accurate pricing. We take a similar approach – the exact cost will be shown at checkout.
  • International orders – We accept orders from outside the UK on a case-by-case basis. Because many of our products are designed and certified for UK and EU markets, we reserve the right not to ship to certain countries. If you are outside the UK, please contact us before ordering so we can confirm service availability and provide a shipping quote. Customers outside the UK are responsible for any import duties, taxes or customs fees, consistent with the practice of Tuffshop and Gloves n Stuff, who note that local taxes and duties are payable upon import.

2. Shipping Options and Rates

2.1 Standard (Saver) Delivery

  • Free delivery threshold – We offer free standard UK delivery on orders over £100 (including VAT). Competitors such as Tuffshop and Workwear Gurus provide free UK shipping on orders over £100, and we adopt the same threshold to reward larger purchases.
  • Orders under £100 – A flat shipping charge of £4.99 (plus VAT, where applicable) applies to UK orders below £100. This is comparable to Tuffshop’s £4.99 + VAT flat-rate for orders under £100.
  • Service and timing – Standard orders are usually dispatched within 1–3 working days. Stock items are normally dispatched the next working day, but during busy periods dispatch may take up to 3–5 working days, similar to the time frames given by Tuffshop for stock and imported items. Once dispatched, delivery typically takes 2–5 working days. Deliveries are made Monday to Saturday (excluding bank holidays) – Shop Caterpillar’s saver delivery is fulfilled Monday to Saturday, and we follow the same model.
  • Carriers – We use reputable couriers such as DPD and Royal Mail, depending on the size and value of your order. Like Tuffshop, which sends most deliveries via DPD and uses Royal Mail for smaller items, we select the most efficient service. We insure all shipments during transit and will resend your order if it is lost or damaged.

2.2 Express (Next-Day) Delivery

  • Availability – For urgent orders, we offer a next-day delivery option for mainland UK addresses. The service costs £5.99 per order. This mirrors the next-day option available from Shop Caterpillar.
  • Cut-off time – Orders placed before 2 pm Monday–Friday are dispatched the same day for delivery on the next business day. Orders placed after 2 pm or at weekends will be dispatched the next working day. Deliveries to outlying areas (e.g., Scottish Highlands, Northern Ireland, Channel Islands) may take an additional 1–2 days.
  • Saturday delivery – In certain locations we can arrange Saturday delivery for an additional fee; please contact us for details.

2.3 Remote and Offshore Areas

Deliveries to the Scottish Highlands, Northern Ireland, Isle of Man, Isles of Scilly and other offshore UK locations may incur surcharges or extended delivery times. Gloves n Stuff notes that orders to these regions cost more, and Shop Caterpillar states that remote areas may require an extra 1–2 days for delivery. The exact charge and timeline will be displayed at checkout once you enter your postcode.

2.4 Click & Collect

Customers are welcome to collect orders from our warehouse or showroom. Please place your order online and choose “Collect from warehouse” at checkout. We will email you when your order is ready for collection. Gloves n Stuff invites customers to phone, email or place an order on the website and then collect once the order is packed; our process is similar.

3. Dispatch and Order Processing

  • Order confirmation – You will receive an email confirming your order details once your purchase is complete. We will then send you a dispatch confirmation when your parcel leaves our warehouse. Gloves n Stuff emails the VAT invoice and tracking information once orders are processed; likewise, we provide a dispatch confirmation and invoice.
  • Processing times – We aim to dispatch stock items within 1–3 working days, although this may extend during peak sales periods, product launches or when we are awaiting new stock. Personalised items (if offered) or limited-edition products may require up to 7–10 days to dispatch, similar to Tuffshop’s timeline for personalised items.
  • Out-of-stock items – If an item is not available for immediate dispatch, we will contact you with an estimated dispatch date. You may choose to wait, cancel the item or replace it with an alternative.

4. Tracking and Delivery

  • Tracking – All parcels are sent on a tracked service. As soon as your order is dispatched, you will receive a tracking number via email or SMS so you can monitor progress. Competitors such as Safety Brands and Gloves n Stuff send tracking numbers by email and allow customers to check delivery status.
  • Delivery communication – Our couriers may send you a text or email with delivery options. Tuffshop notes that customers can reply to the DPD message to change the delivery day or request delivery to a neighbour or safe place. We use similar interactive messaging where available.
  • Signature and safe places – For high-value items we may require a signature upon delivery. You may designate a safe place or neighbour for delivery at your own risk. Workwear Gurus warns that they are not responsible for missing items left in safe places, and we also cannot accept liability for loss once the parcel has been delivered to your specified location.
  • Partial shipments – Occasionally your order may be fulfilled from different warehouses and arrive in multiple parcels. Shop Caterpillar advises that multiple items may be dispatched separately; we do the same. You will receive separate tracking information for each shipment, but we only charge shipping once per order.
  • Missed deliveries – If the carrier cannot deliver because no one is present and no safe place has been designated, they will leave a card and attempt re-delivery or take the parcel to a collection point. If the parcel is returned to us because it was unclaimed, we may charge you for redelivery costs. Blåkläder’s policy states that customers must pay for both outgoing and return freight when parcels are unclaimed; we implement a similar rule.
  • Claims for missing or damaged items – Please inspect your order on delivery and report any missing, wrong or damaged items to support@xnexz.com within 48 hours. Tuffshop asks customers to report discrepancies within 48 hours; this allows us to file claims with the carrier and arrange replacements quickly. Claims submitted after 30 days cannot be accepted, consistent with Shop Caterpillar’s 30-day reporting window for missing parcels.

5. International Shipping

We ship worldwide subject to courier availability and import regulations. Here are key points to note:

  • Shipping rates – International shipping rates depend on the destination, package size/weight and service selected. We will provide a quote at checkout. Workwear Gurus emphasises that international shipping costs are variable and are confirmed after packaging; we take the same approach. For transparency, we will notify you if the final shipping cost exceeds the initial estimate and give you the option to proceed or cancel.
  • EU orders – For orders shipped to the EU, we may use the Import One-Stop Shop (IOSS) scheme for orders up to €180. Under IOSS, VAT is collected at checkout and there should be no additional VAT upon delivery. If your order exceeds that limit or if IOSS is not available, local VAT and duty may be payable on arrival, as noted by Workwear Gurus.
  • Non-EU destinations (e.g., USA, Canada, Australia) – Customs duties, taxes and brokerage fees are not included in our prices and will be charged by the courier on behalf of your local customs office. You are responsible for these charges, as highlighted by both Tuffshop and Gloves n Stuff. Failure to pay import charges may result in the parcel being returned or destroyed. If an overseas order is returned to us because it was refused or the import taxes were not paid, we will refund the cost of the goods but will not refund the outbound shipping cost and may deduct any return charges, following Workwear Gurus’ practice.
  • Restocking fee – For overseas orders that are returned and not re-sent, we may charge a restocking fee of up to 20 % of the item value, similar to Workwear Gurus’ 20 % restocking fee for overseas orders not re-sent.
  • Customs documentation – For EU shipments we may need your VAT or EORI number; for other destinations we will complete the relevant customs forms. Gloves n Stuff reminds business customers to provide a tax/VAT number to get parcels through customs. Please ensure you supply accurate information to avoid delays.

6. Force Majeure and Events Beyond Our Control

Occasionally events occur that are outside our reasonable control and prevent or delay us from fulfilling your order. These events may include, but are not limited to, acts of God, natural disasters, war, riot, terrorism, government actions, industrial disputes, epidemics, pandemics, transport disruptions, accidents, or failure of suppliers and subcontractors. V12 Footwear’s terms cite similar force-majeure examples. If such an event occurs:

  • We will contact you as soon as reasonably practicable to inform you of the situation.
  • Our obligations under this policy will be suspended for the duration of the event, and we will arrange a new estimated delivery date once the event is over.
  • If the event lasts more than 30 days and you no longer wish to proceed with the purchase, you may cancel the order and receive a refund for any goods not dispatched.

7. Risk and Title

Risk of loss or damage to the products passes to you when the courier marks the order as delivered to your address or designated safe place. Once delivered, you are responsible for keeping the products safe and in good condition. Title to the goods transfers only when full payment has been received, as explained in our Terms & Conditions.

8. Amendments

We may update this Shipping & Delivery Policy from time to time to reflect changes in our services, carriers or regulatory requirements. Any changes will be posted on this page and are effective immediately. Shop Caterpillar reminds users that continued use of the site after updates constitutes acceptance of the revised terms; the same principle applies here.

9. Contact Us

If you have any questions about shipping, delivery or the status of your order, please contact:

Email: support@xnexz.com
Customer service phone: +442045690161
Returns address: Xnexz Returns Department, 20 Wardle Pl, Oldbrook, Milton Keynes, MK6 2XU, UK

We pride ourselves on outstanding customer support and will respond to your queries as quickly as possible.

By ordering from Xnexz you acknowledge that you have read and understood this Shipping & Delivery Policy. This policy works together with our Terms & Conditions, Privacy Policy and Refund & Returns Policy to ensure a clear, safe and enjoyable shopping experience.