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Delivery problemsWhere's my order?If you've placed an order and you're wondering why you haven't received it yet, first check the order status by logging into your My Account. Look under My Orders and check the status of the order. The status will show one of the following:
Also check the ETA or estimated time of arrival (ETA) date as this date may not have passed. We base the ETA on the average time it takes for the parcel to be delivered from the day of despatch. If the ETA has passed and you still don't have your parcel, then we recommend you track the delivery. If this date has come and gone, see the below - how do I track a delivery? How do I track a delivery?To track the parcel, log into My Account and then select the order concerned. Locate the tracking number and carrier used within the order notes. Make a note of the tracking number and then click on the tracking number - you will be taken to one of the following sites to enter the tracking number:
If the parcel is still out for delivery, then allow a couple of days for delivery. If the parcel still hasn't arrived within this time, then please contact us and we will quickly look into the problem for you. Email us on customercare@xultbooks.com or chat to an online representative stating the order number and the item(s) that have not arrived. Lost or stolen deliveriesIn the very rare event that your order goes missing en-route from xultbooks.com to you, we will either replace the order for you or offer you a full refund depending on your preference. We do ask that you allow a reasonable period of time for the order to arrive. We will investigate the loss for you before this action is taken to establish if the order can be located and retrieved if signed for. If the order goes missing or is stolen from either your workplace or place of residence after the item has been signed for, we will not accept responsibility for the loss. Items arrived damagedWe make every effort to ensure that the goods you ordered arrive in an as new condition. In the event that an item arrives damaged, please notify us within 7 working days of receiving the damaged item. For more information on how to return damaged deliveries please see our refund and returns policy and returns procedure. Incorrect item deliveredIn the unlikely event you've received the wrong item, please contact us within 7 working days of receiving the delivery. You can do this via email to customercare@xultbooks.com or by logging into your My Account. We will arrange for a replacement item to be sent to you and refund you the return postage for the incorrect item. For information on how to return an item, please see our returns procedure. Faulty item receivedIn the unlikely event that you receive a faulty or defective item, please advise us within 7 working days. If the 'cooling off period' has passed, we will always honor the manufacture's warrantee period where applicable, so we ask that you always keep any warrantee documentation as this will be needed if there is a fault. Please see our refund and returns policy and the returns procedure for more information. What if I'm out and miss the delivery?We do ask that you take reasonable steps to ensure that a delivery is successful first time round, but we know that this is not always possible, so don't worry. If the local country mail service (Royal mail for example) was used to deliver your parcel, a note will be left for you to collect your parcel from your local postal office within 3 weeks. If a courier company was used, they will leave you a missed delivery note with instructions on how to re-arrange delivery at a more convenient time. See the How we deliver your orders section for more information.
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