1. Order Processing
All orders are processed within 2–5 working days of order confirmation, subject to product availability. Orders are not processed or dispatched on weekends or public holidays. You will receive an email confirmation once your order has been dispatched, including any available tracking information.
For large or commercial orders (hotels, offices, public facilities), lead times may be longer. We will confirm an estimated dispatch date at the time of order.
2. Shipping Destinations
XLOO Limited ships to customers internationally. If your destination is not available at checkout, please contact us at info@xloo.org to discuss shipping options.
3. Shipping Costs
Shipping costs are calculated at checkout based on order size, weight, and destination. Free shipping promotions, where offered, will be clearly stated on the website and applied automatically at checkout.
For commercial or bulk orders, shipping costs will be quoted separately and confirmed prior to dispatch.
4. Damaged or Lost Shipments
If your order arrives damaged, please retain all original packaging and contact us at info@xloo.org within 48 hours of delivery with your order number and photographs of the damage. We will arrange a replacement or refund as appropriate.
If your order has not arrived within the estimated delivery window, please contact us and we will investigate with the carrier. XLOO Limited cannot be held responsible for delays caused by the shipping carrier or customs authorities, but we will do everything we can to resolve the situation promptly.
5. Incorrect Delivery Address
Please ensure your delivery address is entered correctly at the time of order. XLOO Limited cannot be held responsible for orders delivered to an incorrect address provided by the customer. If you notice an error after placing your order, contact us immediately at info@xloo.org and we will do our best to update the details before dispatch.
6. Commercial & Trade Orders
For hotels, restaurants, offices, stadiums, and other commercial buyers purchasing multiple units, please contact us directly to discuss lead times, shipping arrangements, and freight options. Large shipments may be dispatched via freight carrier and will require a suitable delivery address with access for a commercial vehicle.
9. Contact
For any shipping enquiries, please contact us at: Email: info@xloo.org Address: XLOO Limited, 18 Langton Place, Bury St Edmunds, Suffolk, IP33 1NE, England