FAQ

About Us

Do you have a shop?

Alongside our webstore Xile currently have three stores located throughout Central Scotland in Edinburgh, Livingston and Glasgow. You can find your nearest store online here

How do I contact you?

You can contact our webstore via phone on +44 (0) 131 226 4869 or via email at sales@xileclothing.com During working hours you can also chat with us on our websites livechat features or reach us through Facebook, Twitter and Instagram. 

 

Delivery

How long does delivery take?

When placing an order with Xile before 3pm (Monday-Friday) we aim to ship your order out the same day and using our standard shipping service this takes 1-3 working days.

Our Next Day Service is guaranteed to arrive before 12pm the next working day and we also offer a guaranteed Saturday service for orders placed on Friday. 

International shipments arrive within 1-7 Working days dependent on location, if you need further information on shipping to your location please don't hesitate to contact us via any of the methods listed above.

How much is delivery?

UK Standard Mainland Delivery is charged at £5 or free on orders over £75, Our Next Day Pre 12pm Service is charged at £7.50 and our Saturday Guaranteed service is charged at £15. 

For International shipments we charge the following prices however these are dependent on the region and any tariffs or charges included in shipping to your country:

Europe: 1-7 working days, £10 delivery charge (Sent via Fed Ex) (Price subject to weight and region)*Rest of World: 1-7 working days, £15 delivery charge (Sent Via Fed Ex) (Price subject to weight and region)*

How do I track my item?

After your order has been shipped you will receive a tracking number which can be used to track your order. For UK orders this will be for Parcelforce and you should also receive a text message with a one hour delivery slot for the following working day. International orders are tracked via Fed-Ex and you can use the tracking number provided by Xile to keep updated with your order.

If you have not received your tracking number you can contact us at sales@xileclothing.com

How do I know if my item has been dispatched?

Once your order has been dispatched you will receive an automated email from Xile with your tracking number. 

What if I'm not home when it's delivered?

If you are not at home when your item is delivery Parcelforce will leave a card letting you know what they have done with your order. This will either be sent back to the depot for a redelivery attempt, delivered to a neighbour or delivered to a local post office for customer to collect at a later date. 

 

Payment

Is it safe to order online?

Xile currently accept payment via any major credit card provider (excluding American Express) and also via Paypal. We take security very seriously so you can rest assure when you enter any of your details they'll be safe with us. For further information please see our Privacy Policy for full details. 

Do you currently accept Gift Vouchers?

Unfortunately we cannot currently accept Gift Vouchers or Credit Notes Online. If you have been issued a Gift Voucher or Credit Note from one of our Xile Stores then this can be redeemed in any of our three stores. 

When will my card be charged?

Due to the nature of our payments system, all orders are debited when they are placed. For Pre-Orders we take payment on the date of order to secure your size and the products will be shipped on delivery to Xile. If you need further information regarding a pre-order purchase you can contact us at sales@xileclothing.com

 

Products

Will you be getting more? 

Unfortunately some sizes will run out before others and we will not always be able to inform you immediately if more stock is coming in. If the item you wanted to order is a popular item then it is likely we will take a repeat delivery of the item. We would advise you keep checking the website to see if the item comes back in stock.

Do you have more sizes available?

Some of the stock available in our website may have other sizes available in our Physical stores which we can have ordered in dependent on availability. If there is a size you are looking to order which is not currently available on our website you can contact us to find out whether we will be able to get this product reordered for you. 

Can I get more information on a product?

On our product page you should find all the information required about product features, composition and also a branded size guide. If you do still require further information on a product please don't hesitate to contact us via our livechat or alternatively please reach out to us on social@xileclothing.com

The item I bought is now in sale, can I get the difference refunded?

Unfortunately we cannot advise you of when an item will enter our sale and we are unable to refund you the difference.

 

Your Orders

I'm new, how do I order?

If you'd like to place an order at Xile Clothing simply follow these steps
Find the product you'd like to order by using the links in the sidebar.
Once you see something you like simply click on the small image to bring up the products information page.
Click the button next to the size of the product you have chosen.
Click the 'Add To cart' button and proceed to the cart and press 'Confirm'.
Once in your shopping bag you can either go back and add more products or press the 'Checkout Now' button.
Once at the checkout stage, fill in all your details, select your postage method and press 'Continue'.
Once you have reached the Order Confirmation page we recommend you print this page for your records.
Sit back, relax and wait for your new clothing to arrive.

How do I check if an item is in stock?
We try to keep the stock on our website as accurate as possible, sometimes there may be slight discrepancies with the stock levels displayed on our website and those available in our warehouse. As we operate retail stores and our online store, sometimes stock levels can become inaccurate. If you'd like to double check an item is in stock before you order, feel free to contact us at sales@xileclothing.com

Can I change/cancel my order?

In accordance with the Distance Selling regulations you have the right to cancel or change your order within 10 days of placing your order. If you'd like to change your order before it is dispatched please contact us as soon as possible so we can try and change your order before it has been dispatched. If you have received your order and would like to change an item or get a refund simply follow our returns instructions which can be found Here.

Where is my order?

If you have yet to receive your order it is usually a good idea to check your email as this is our primary method of contact.

 

Returns

How do I return an item?

We are happy to offer an exchange or refund on unworn items returned in their original condition and packaging, with the returns form fully filled in. You can also return your purchase to any of our stores in person.  Please be aware that all returns postage is payable by the customer.

Refunds and exchanges will only be given on items returned within 30 days of receipt of order.

Items that are returned as faulty showing signs of damage which are not the result of a manufacturing fault will not be accepted. This includes accidental, malicious or wearer related damage.

PLEASE NOTE - This refers to items bought on xileclothing.com and not product bought in any of our Xile stores.  Please refer to our instore returns policy which can be found at all cashdesks and on our store receipts.

Hassle Free In-Store Returns

Return your unwanted order to any of our stores for an exchange or refund, please note this policy only applies to orders placed Online. Simply complete your returns form & bring your order back to us at any of our three store locations.  You will receive a returns receipt and your refund will hit your bank within 3 - 5 days.

Postal Returns

Please completely fill in your returns form and send all returns to:

92 George Street
Edinburgh
EH2 3DF

How long does it take to process returns?

We try to process all returns within 3 working days of receiving them however during high volume periods such as festive times and sale this can take slightly longer. If you are looking for an update on the status of your return you can contact us via phone on +44 (0) 131 226 4869 or via email at sales@xileclothing.com

How long will it be before I get a refund?

Once a refund has been processed from Xile it can take 3-5 working days to show in your account dependent on your card issuer. 

How long will it be before I get an exchange?

If you have requested an exchange and the stock is available you can expect your exchange to be processed within 3 working days. All exchanges will then be shipped to you using a 1-3 Working day service and an email will be sent with your new tracking number. 

Who pays for return postage?

If sending by post you are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you minus our original delivery cost and will not reimburse the cost of you returning the item to us. If you are returning an item for an exchange we will cover costs for sending the replacement item to you. Postage will only be refunded for faulty items.

You have sent me the wrong item?

If you have been sent the wrong item please return it back to us and we will send the correct item back out to you and re-imburse any costs you may have incurred in sending the incorrect item back to us.

Can you confirm you have received my return?

We recommend all items are sent recorded delivery, if you have sent your item recorded delivery you will be given a slip with a tracking number e.g. DH 1234 5678 9GB if you enter this on the Interlink website you will be able to see if the item has been delivered to us and who has signed for the item.

Part of my order is missing?

If part of your order is missing it is likely the case that the item is out of stock. Any item that is out of stock will be refunded immediately and you will be notified by email.