Shipping policy

1. Where we deliver

Xtream Gear serves customers in the United Kingdom and eligible European destinations. Available delivery services depend on your address and the products in your order.

Enter your full delivery address at checkout to see the available options. If your destination is not supported or no shipping method appears, contact us before placing an order.

Some postcodes, islands, remote locations or address types may require a different service. Any applicable restrictions, additional charges or extended delivery times will be explained before you commit to the purchase.

2. Shipping charges

Shipping charges depend on the destination, selected service and the size or weight of the order. The delivery charge payable to Xtream Gear is displayed before you complete checkout.

Where a free-shipping promotion is available, its qualifying conditions will be stated with the offer. Free shipping applies only where shown for your order.

We will not add an undisclosed shipping surcharge to an accepted order without your agreement.

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3. Order processing and dispatch

After you place an order, we send an acknowledgement to the email address supplied at checkout. This confirms receipt of the order and is separate from a dispatch notification.

Preparation for dispatch includes confirming availability, completing any necessary payment checks and packing your products for transport.

The applicable processing estimate is provided in the product or delivery information before purchase. Where processing time and transit time are stated separately, both should be considered when estimating arrival.

If an issue affects the expected dispatch of your order, we will contact you with the available options. We will not replace an unavailable product with a different model without your agreement.

4. Delivery times

The delivery estimate applicable to your order is shown before purchase. Timing depends on stock status, your destination and the shipping service selected.

Unless expressly stated as a guaranteed date, an arrival date is an estimate. This does not remove our obligation to meet an agreed delivery period or your rights where delivery is late.

Unless we agree a different delivery period with you, goods will be delivered within 30 days of the contract being formed.

Where an estimate is expressed in working days, these mean Monday to Friday, excluding relevant public holidays. Our 24/7 live chat availability does not mean that warehouse processing or carrier delivery operates around the clock.

5. Shipping partner and tracking

Our shipping partner is CHX Transportes. The shipment information provided for your order will identify the relevant delivery arrangements.

Following order confirmation, we will share tracking details once the shipment has been booked and the information is available. Check your shipping notification and any tracking link supplied for progress updates.

A tracking number may be created before the carrier collects the parcel. A “label created” or similar status does not necessarily mean that the goods are already in transit.

Tracking updates depend on carrier scans and may not appear immediately. If the shipment has not progressed as expected or has passed its delivery estimate, contact us and we will investigate.

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6. Delivery details and address changes

Please provide a complete delivery address, including the recipient’s name, building or flat number, street, postcode and a suitable contact number.

If you notice an error, contact support@xtreamgear.co.uk promptly. We will check whether the address can be changed before dispatch.

Once an order is with the carrier, changes may not be possible and may require verification. Any proposed additional charge will be explained before you agree to it.

Do not assume a change has been completed until it has been confirmed. We cannot guarantee that instructions sent after dispatch will reach the carrier in time.

7. Receiving your order

Depending on the service and product, delivery may require a signature, delivery code or other confirmation of receipt. Please follow the instructions in the carrier notification.

For large or heavy products, check the stated delivery service before ordering. Installation, assembly, upstairs placement and removal of packaging are included only if expressly offered and agreed.

If you need special access arrangements, contact us before purchase so we can check what is available.

Where safe-place or nominated-recipient options are offered, choose carefully and follow the carrier’s instructions. We assess any disputed delivery according to the circumstances and applicable consumer law.

8. Missed deliveries and returned parcels

If delivery is unsuccessful, follow the carrier’s instructions for redelivery or collection. Contact us if you need assistance.

If a parcel is returned to us because it could not be delivered, we will contact you to discuss redelivery or cancellation. Any proposed redelivery cost will be explained and must be reasonable and consistent with your legal rights.

We will not impose an automatic penalty or withhold an entire refund simply because a delivery was missed. Any permitted deduction will be explained.

If you wish to cancel, tell us directly rather than relying on non-collection or refusal of the parcel as your cancellation notice.

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9. Delays and missing shipments

Weather, transport disruption, customs checks or other events may affect a shipment. If we become aware of a material delay, we will explain the situation and the available options.

If your order has not arrived within the expected period, contact us with your order number. We will investigate with the carrier and remain responsible for resolving our delivery obligations.

Where required by law, you may give us an appropriate additional period to deliver and cancel if we fail to do so. You may be entitled to cancel immediately in certain circumstances, including where an essential agreed deadline is missed or we refuse to deliver.

If you are entitled to cancel for failed delivery, we will refund the amount due without undue delay. A carrier investigation will not be used to postpone your statutory remedy indefinitely.

10. Parcels marked as delivered

If tracking shows delivery but you cannot find the parcel, check any delivery photograph or instructions and ask other members of your household or a recipient you authorised.

If the parcel remains missing, contact us promptly. We will review the delivery evidence and investigate with the carrier.

A tracking scan or delivery status alone does not automatically establish that you received the goods or remove your right to a remedy.

11. Damaged, incorrect or incomplete deliveries

Please check your delivery when reasonably possible. If the packaging is visibly damaged, you may ask the driver to note this or refuse the parcel where appropriate.

If an item is damaged, incorrect or missing, contact our support team. Your order number, photographs of the packaging and a description of the issue can help us resolve the matter.

Keep the packaging where practical while we review the issue. Photographs and packaging are helpful, but are not absolute conditions for a valid consumer claim.

Signing for delivery does not waive your rights regarding damage or defects discovered afterwards. We do not impose a short reporting deadline that removes statutory rights.

For return or replacement arrangements, see our Return & Refund Policy.

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12. International shipping and customs

European orders may be subject to customs formalities depending on the dispatch location, destination and goods supplied.

Before purchase, the applicable shipping or checkout information will explain whether destination taxes and import duties are included in the amount charged by us or payable separately.

Where a charge cannot reasonably be calculated in advance, we will explain that it may apply and how it is determined. This policy does not authorise undisclosed mandatory charges after purchase.

Customs authorities or carriers may request information needed for clearance. Please respond to legitimate requests promptly and contact us if you are unsure about a request.

Any customs-related delay will be handled consistently with the agreed delivery terms and applicable consumer rights.

13. Split shipments and pre-orders

If an order is dispatched in separate parcels, we will provide the relevant shipment updates. We will not charge additional shipping solely because we choose to split an order.

Check your dispatch notification before reporting a missing item, as another parcel may still be on its way.

Where pre-orders or backorders are offered, the product information will identify them and explain the expected dispatch or delivery arrangements before purchase. We will contact you if those arrangements materially change.

14. Responsibility during transit

For consumer orders, goods remain at our risk until you, or a person you identify to receive them other than the carrier, take physical possession.

If you independently commission a carrier that we did not offer, different legal rules may apply to when transit risk passes to you.

We do not require you to purchase optional shipping insurance to receive the delivery protections provided by law.

15. Returns and related policies

Return shipping, cancellation rights and refund arrangements are explained in our Return & Refund Policy. Please contact us for return instructions before posting any goods.

Our Terms of Service provide further information about your purchase contract.

Nothing in this policy limits your mandatory consumer rights. Any greater protection available under applicable law continues to apply.