DELIVERY & RETURNS INFORMATION

1. DELIVERY & POSTAGE

1.1. XQS will only ship towards postal addresses that are in the UK and the Northern Ireland.

1.2. Delivery cost and method: 

All products that are ordered on working days before 3PM are being shipped the same day through Royal Mail. With Royal Mail we offer 2 shipment methods: free shipping without Track and Trace and Track and Trace shipment with an additional small fee.

If you have ordered a free sample or a sachet sample the delivery times can be longer than regular orders.

Depending on the selected shipping method Royal Mail needs roughly 2-4 business days to deliver the package.

1.3. When the order is placed without T&T our customer service department can unfortunately not see where the package is. Usually, all packages are delivered within 2-4 business days.

1.4. We have no influence if a package is delayed outside our control. Of course you can always call, chat or email our customer service department. Orders that have not been delivered after 5 working days please notify us and we will investigate your order.

1.5. The buyer is responsible after the delivery of the product.

1.6. When we have received full payment of the order the products are owned by the buyer.

1.7. If you are not present at home when the order is delivered: If no one is at your address to receive the delivery and the order cannot be placed through your letterbox, we will leave a note for you explaining how to reschedule the delivery or pick up the Products from a nearby depot.

1.8 If you do not reschedule the delivery: Should you fail to reschedule the delivery or pick up the order from a delivery depot, we will reach out to you for additional instructions and may impose charges for storage fees as well as any subsequent delivery expenses. If, despite our best efforts, we cannot get in touch with you or reschedule the delivery or collection, we may terminate the contract.

2. COMPLAINTS & RETURNING PRODUCTS

2.1 Under the Consumer Contracts Regulations 2013, you have the legal right to change your mind within 14 days of receiving the order and get a refund.

You cannot change your mind about any products that are sealed for health or hygiene reasons once you have opened them after receiving them.

You have 14 days from the day you or a designated recipient receives the order to change your mind, unless your order arrives in multiple shipments on different days. If so, you have 14 days from the date the final delivery is received to decide whether to keep the products.

If the order has already been shipped to you or you’ve received them, you must return them to us promptly and no later than 14 days after notifying us of your decision to cancel the contract. You are responsible for covering the direct costs of returning the products.

If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the order. We will process the refund without delay and in any event not later than 10 business days after the day we received the order in our return warehouse. The refund is done through the original payment provider when the order was placed.

2.2 If you have any concerns or complaints regarding the order, please reach out to us by email at xqs.uk@st-group.com. We strive to address and resolve all complaints within 14 days whenever possible.

2.3 If you receive a product that is damaged or defective, please get in touch with us as soon as possible using the contact information provided above. We will give you an address to return the product to us in its original packaging, and we’ll cover the return shipping costs. Once we receive the returned order, we reserve the right to inspect it to decide, in our opinion, whether it is faulty or not.

2.4 If we determine that the product(s) from your order is defective, we’ll give you a full refund, including any extra delivery charges you paid. Alternatively, if possible, you can choose to have a new product and sent back to your preferred delivery address at no additional cost.

2.5 After we have confirmed that you qualify for a refund, we will do our best to process it as quickly as possible, and no later than 10 business days after confirmation. Your refund will be sent to the credit or debit card you used for your payment.