- HOW DO I PLACE MY ORDER?
Ordering online from global.xtep.com is easy! When viewing an item, simply select the size, color and quantity needed and then click ‘ADD TO BAG’. Once you have your desired items in your Bag, simply click the ‘PROCEED TO CHECKOUT’ button. You will then be prompted to either sign in to your account or to create a new account.. And, you will be directed to complete the Shipping address, shipping method and payment method. A confirmation email will be sent to your registered email address containing the contents of your order!
- AN ITEM ADDED TO MY SHOPPING BAG WAS SOLD OUT.
The item is only reserved once your purchase is completed during the checkout process. If an item is extremely popular and in limited stock, it might be sold out once you reach the checkout. You are therefore encouraged to submit payment as soon as possible.
- DO YOU RESTOCK ITEMS THAT ARE SOLD OUT?
Unfortunately, we do not restock most of our items. However you can vote for the out of stock item to be restocked.
- CAN I CANCEL/MAKE CHANGES TO THE ORDER I JUST PLACED?
It is only possible to make a change to your order within 2 hour of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our Customer Care team (within 2hours) at firstname.lastname@example.org with your change/cancellation request details included. You are strongly advised to use our Live Chat service on our Contact Us page. This will minimize the processing delay with your order due to the changes being made.
- WHAT CURRENCIES CAN I PAY?
We accept several currencies. Kindly note different payment methods support different currencies when checking out.
- IS MY PRIVACY AND PERSONAL INFORMATION SECURE ON YOUR SITE?
We provide among the best e-commerce service in the industry, and guarantee secure payment processing at all times. Please click here to view the full details on how we protect your privacy and personal information.
- WILL I HAVE TO PAY ANY SALES TAX?
Tax is charged by Customs offices in destination country based on their rules and policies. customer is responsible to find out the situation in their country. Shipments from all of our warehouses are delivery duty unpaid. Therefore, If any, these charges must be paid by the customers.Customers take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes. Please note that according to customs regulations, Xtep cannot declare purchased items as a gift or list an amount that lower than the actual product price.
- How to return?
Returning an unwanted item?
We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights.
How to return?
If you want to return an item purchased on global.xtep.com, you have 14 days from the shipping arrival date of your order to do so free of charge. The items should have all tickets attached and be in perfect condition. Please note that the delivery cost and the insurance fee cannot be refunded and you are responsible for the return shipping fee.
Please contact us at email@example.com to let us know the items that you want to return and the reason. After we review, please follow our guidance to issue the refund. The money will be returned to your website wallet or the bank account that you provide between 5 – 10 business days after we receive the items.
Hygiene and our customers’ safety are super important, so certain items can’t be returned for refunds including:
1.Facial and body products, undergarments, swimwear, pierced jewelry, DIY items, pet accessories, cloth accessories and etc., if opened, used or protective seal is not intact.
2.Other items that have specific requirements.
3.Impact of promotional discounts will be taken into consideration
Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.