FREQUENTLY ASKED QUESTIONS

In which countries can I shop online?

Our online store ships to the following countries: Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal (except Madeira and the Azores), Romania, Slovakia, Slovenia, Spain (except Canary Islands, Ceuta and Melilla), Sweden and United Kingdom. You can check the shipping fees for your country in the following table:

In which languages is the website available?

You can browse www.xtistore.com in English or Spanish.

I’ve forgotten my password. What can I do?

On the login page, you can recover your password if you can’t remember it. Just enter your email address and follow the steps you receive in your inbox.
If you have any queries, call us on (+34) 653 484 09 or write to us at info@xtistore.com

How can I check my order has gone through correctly?

You can check your order status in your user account. But if your order has gone through correctly, you should receive a confirmation email. If you don’t get one, check your spam folder or, to make sure you receive all our emails, add us as a contact. Another option is that you might have made a mistake when entering your email address. If you double check and still haven’t received a confirmation email, contact us at info@xtistore.com.

I want to consult my order status. Where can I find it?

You can check your order status in your user account. You will also receive an email indicating that your order has been placed correctly. When your order leaves our premises, you will receive a dispatch notification that includes a tracking number, so that you can keep an eye on its status.

Can I change an order I’ve already placed?

If your order has not yet left our premises, you can change your order by writing to us at info@xtistore.com. 

Can I cancel my order?

You can only cancel your order if it has not yet been dispatched. To cancel your order (if it has not yet been dispatched), get in touch with us at info@xtistore.com.

What do I do if I receive the wrong item or a faulty item?

All items are checked before being sent, but if you receive a faulty item or the wrong item for whatever reason, get in touch with us at info@xtistore.com.

Which payment methods can I use to place an order?

We accept payment with Visa, Visa Electron and Mastercard credit and debit cards. Payment is made through Servired’s 100% secure payment gateway. This payment gateway encrypts all data in order to guarantee security. We do not process or store your bank details. All this is processed by the banks to which we redirect payment for your purchases. 
You can also select PayPal as a payment method. Simply enter your PayPal account details and you will be redirected to PayPal in the final step of the purchase process. You can also exchange your XtiCoins for discounts. 
The final option is to pay with cash on delivery.

I haven’t been able to pay for my order.

If your payment hasn’t gone through, try again and make sure you enter all the required information (some banks require a unique PIN for online purchases or a code from a special card). This is the only thing we can suggest, as we do not process or store your card details at any time. Should you have any queries, please contact us at info@xtistore.com.

Where can I have my order delivered?

You can have it delivered to any work or home address, but not to a PO box.

When will my order get here?

Once you have placed your order, it will be processed. This takes about 5-6 days. In periods of sales or promotions shipments can be delayed up to 8-10 days.

How much does shipping cost?

Shipping and returns cost outside of Spain will be €15.

What is the procedure for returning or exchanging an item?

If you would like to return an item, you can do so in the Returns section. 

Can I exchange or return my order at any Xti Store branch?

Unfortunately, items bought on www.xtistore.com cannot be returned or exchanged in Xti outlets. They can only be processed through the channel on which you bought them.

How long do I have to make an exchange/return?

Xti offers a 15-calendar-day period (counting from the day you receive your order) in which you can return your purchase without needing to provide a reason. If you are returning a product because it is faulty or it doesn’t correspond to the one you ordered from the online store, any exchange costs will be taken on by Xti or, if you prefer, you will be refunded the amount you paid as soon as possible, once the returned item is received. 
PLEASE NOTE: Do not destroy the original shipping packaging until you are sure you do not want to make an exchange or return. 
The period for exchanges or returns is 15 calendar days starting from the day on which you receive your order.

When will I receive the refund?

Should you exercise your right of withdrawal and return your items, you will be refunded the price of the purchase within 14 calendar days of the date on which you notify of this withdrawal. This amount may be held back (for a maximum of 30 days) until you provide proof that you have returned the items.

What is the XtiCoins Club?

The XtiCoins Club is a loyalty programme through which we want to reward our customers, with a host of benefits you can enjoy just by signing up on our website. XtiCoins Club

The item I would like is out of stock. What can I do?

Now, if your favourite model is out of stock in your size, when you select it on the product page, you will see a new field where you can enter your email address. When your size is back in stock, you will be informed automatically. You can also check the status of your alerts in the ‘My out-of-stock alerts’ section in your user account.