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, Privacy Policy and Refund & Returns Policy. 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.

We offer free delivery on every order, worldwide. Orders to the UK and UAE qualify for free next-day delivery when placed before the daily cut-off; all other destinations receive free standard delivery within 3–5 working days.

1. Delivery Area

United Kingdom (UK) and United Arab Emirates (UAE) – These are our core delivery markets. Orders to mainland UK and UAE addresses qualify for free next-day delivery when placed before 12:00 noon (local time) on a working day. Deliveries to remote or hard-to-reach areas – such as the Scottish Highlands, Northern Ireland, offshore UK islands, or outlying parts of the UAE – are still free but may take an additional 1–2 working days.

Rest of the world – We ship internationally to most destinations. Delivery outside the UK and UAE is free and typically arrives within 3–5 working days, subject to courier availability and local customs clearance.

Customs and import charges – Although delivery is free, customers receiving orders outside the UK and UAE are responsible for any import duties, taxes or customs fees levied by their local authorities. These charges are not included in the price of the goods or in our (free) shipping.

2. Free Delivery – How It Works

All shipping is free of charge. There is no minimum order value, no flat-rate fee and no separate express charge – the speed of delivery is determined simply by your destination.

2.1 Free Next-Day Delivery (UK & UAE)

•       Cost – Free on every order, with no minimum spend.

•       Cut-off time – Orders placed before 12:00 noon (local time) Monday to Friday are dispatched the same day for delivery on the next working day.

•       After the cut-off – Orders placed after 12:00 noon, or at weekends and on bank holidays, are dispatched the next working day for delivery the following working day.

•       Remote and offshore areas – Deliveries to the Scottish Highlands, Northern Ireland, UK offshore islands and outlying parts of the UAE remain free but may take an extra 1–2 working days.

2.2 Free Worldwide Delivery (Outside UK & UAE)

•       Cost – Free on every order, with no minimum spend.

•       Timing – Orders are usually dispatched within 1–2 working days and delivered within 3–5 working days of dispatch. Transit times may vary depending on the destination and customs processing.

•       Duties and taxes – Any import duties, VAT or customs fees charged on arrival are the responsibility of the customer (see Section 5).

2.3 Click & Collect

You are welcome to collect orders from our warehouse free of charge. Place your order online and choose “Collect from warehouse” at checkout. We will email you when your order is ready for collection.

3. Dispatch and Order Processing

Order confirmation – You will receive an email confirming your order details once your purchase is complete, followed by a dispatch confirmation when your parcel leaves our warehouse.

Processing times – We aim to dispatch same day for UK and UAE orders placed before the 12:00 noon cut-off, and within 1–2 working days for other destinations. Processing may take slightly longer during peak sales periods, product launches or when we are awaiting new stock. Personalised or limited-edition items (where offered) may require up to 7–10 days to dispatch.

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 by email or SMS so you can monitor its progress. We use reputable couriers and insure all shipments during transit, resending your order if it is lost or damaged in transit.

Delivery communication – Our couriers may contact you by text or email with delivery options, including the ability to change the delivery day or nominate a neighbour or safe place.

Signature and safe places – For high-value items we may require a signature on delivery. You may designate a safe place or neighbour for delivery at your own risk; we 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 locations and arrive in multiple parcels, each with its own tracking. As all delivery is free, this never results in any additional charge to you.

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.

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, so we can file a claim with the carrier and arrange a replacement quickly. Claims submitted after 30 days cannot be accepted.

5. International Shipping (Outside UK & UAE)

International delivery is free, but please note the following:

•       EU orders – For orders shipped to the EU we may use the Import One-Stop Shop (IOSS) scheme for orders up to €150, in which case VAT is collected at checkout and there should be no additional VAT on delivery. Where IOSS does not apply, local VAT and duty may be payable on arrival.

•       Non-EU destinations (e.g. USA, Canada, Australia) – Customs duties, taxes and brokerage fees are charged by the courier on behalf of your local customs authority and are your responsibility. Failure to pay import charges may result in the parcel being returned or destroyed. If an order is returned to us because it was refused or import charges were unpaid, we will refund the cost of the goods but may deduct any return charges incurred.

•       Customs documentation – For EU shipments we may require your VAT or EORI number; for other destinations we will complete the relevant customs forms. Please 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 may include acts of God, natural disasters, war, riot, terrorism, government actions, industrial disputes, epidemics, pandemics, transport disruptions, accidents, or failure of suppliers and subcontractors. 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 it is over.

•       If the event lasts more than 30 days and you no longer wish to proceed, 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. Continued use of the site after an update constitutes acceptance of the revised terms.

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: +44 20 4569 0161

Returns address: Xnexz Returns Department, 20 Wardle Pl, Oldbrook, Milton Keynes, MK6 2XU, UK

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.