Items will be shipped out in the following business days after you have checked out. Generally, we ship our products from HK warehouse by DHL or UPS.
|UK Mainland Next Day Delivery||£8.50 Free over £150|
|UK Mainland Hermes 48 Hour||£2.49 Orders under £10|
|UK Mainland Saturday Delivery||£15|
|Northern Ireland 2-3 Days||£9.99|
|Europe International Airmail Service||£8.50 Orders under £50|
|Europe DHL Air Express EU 1-2 Days||£14.99|
|Rest of World International Airmail Service||£8.50 Orders under £50|
|Rest of World DPD International 3-5 Days||£14.99 £29.99 if Customs Invoice required.|
Generally, our courier company will take about 3-7 business days for shipment, while Registered Mail will take up to 2 weeks. In some rare cases, delivery time might be delayed due to local customs clearance. Due to potential unforeseen factors, we can't guarantee you will receive your goods on time. The following situations will affect the time you receive the goods:
- Wrong information, such as consignee address, consignee name, consignee postal code and other required information about consignee.
- Courier companies’ warehouse crammed. If the courier companies’ warehouse has too many goods, sometimes the delivery times would be delayed..
- Weather factors and acts of God
Lost or Damaged Items in Transit
All the items are carefully checked before they are sent out, therefore, if you receive a broken item, please keep all the packaging materials, take photos and send to us immediately so that we can claim compensation against the courier company. We only accept those cases that are reported within 7 days from purchase. Reimbursement of claims will be the value that the courier compensates towards each individual case. The investigation process usually takes 30 days.
Remote Area Fee
Some postal addresses may be charged an extended area fee or overwater charges depending on where you live, if you are unsure of it, please contact us for more information. For information about the DHL Remote Area Post Code,click this link to check ! http://raslist.dhl.com/jsp/first.jsp
In some countries, customs may charge taxes for importing goods such as Import Duty, Value Added Tax, Purchase Tax, Customs clearance fees, etc. Buyers as importers are responsible for paying such costs. Buyers cannot request to cancel the payments or request for refund if this situation arises. Buyers are advised to check local tax authorities for more information.
Terms of Acceptance
XTRONS is not responsible for loss or damage of uninsured packages; The Courier Company would be responsible for compensating the reimbursement if ther is a case. Insurance is required for any claims that may arise. Furtheremore, XTRONS will not be responsible for any import tax, customs fee, or customs delay. Should the buyer refuse to pay the above fees, and this results in the parcel being returned, the parcel will not be sent out again until the above fees have been paid up. Furtheremore, the cost for resending the parcel must be paid by the buyer. Shipment will be processed within 2 working days after clearance of payment. We use DHL, FedEx & TNT couriers to post intertainally. Parcels will generally arrive within 3 working days to most international cities. Less than 10% of items take longer, and this is mostly due to customs clearance regulations. We reserve the right to cancel the transaction at any time for any reason.
30 day Return Policy: If you do not like/are not satisfied with an item within 30 days of receiving it, you can return the item for a refund or an exchange providing it is in a perfect and resalable condition. Products must be returned in the condition they were received in. We reserve the right to refuse returned items or apply a 10% charge, if they show evidence of installation or user abuse, or are not in a resalable condition when returned. You are liable for the return postage costs.
Beyond this 30 day period, you are covered under our 2 year manufacturer’s warranty on all main items, and 90 days on all purchased accessories. If your product becomes faulty during this period, you should contact us via email to receive technical support in the first instance. We will then arrange for your item to be repaired or replaced. If we replace an item, we may replace the item for a newer or different model and it will be of at least the same condition or better, as the one returned. You are liable for the return postage cost. Items returned to us as faulty but found to be faultless after inspection, are subject to a standard 20% inspection charge and the applicable return postage cost. The warranty excludes faults caused by accident, neglect and misuse*. In addition, routine maintenance (cleaning of dirty audio heads, etc.), consumables (CD's, cables and plugs, included accessories, etc.) and cosmetic damage are not covered. Pixel faults are not covered under the warranty and are as such excluded from any claim. Firmware updates not directly advised or carried out by us, will automatically void any warranty. *Misuse also constitutes if the product has not been fitted by a suitably qualified professional.
Are my credit card details safe when using this website?
We accept payment by PayPal which is faster, more secure way to pay online. Our secure PayPal checkout process gives our customers the best experience with one-click payments and enhances your existing card account against unauthorized use when you shop with us.
Do I have to register before ordering from XTRONS?
No, you don’t have to, but you are welcome to become XTRONS registered member. We want to give you the best possible customer experience, offer you promotions, products and services that are most likely to interest you. In the case of loyalty scheme members, we’ll also offer you relevant rewards.
I've forgotten my login, can you send a reminder?
Your privacy and internet security is really important to us, we are always here to help keep you safe and in control when you shop online. If you've forgotten your password but you remember your email address, you can recover your password to regain access to your account, or contact us to create a new password.
I have changed my email address, how do I update my registered details?
Please log in with your old email address and go to My Account, find the Account Information, you will see “Edit” below the Contact Information, click in and you will find Change Email or Change Password option, or you can change them both at the same time.
Can I place my order over the phone?
To get the best aftercare experience, we encourage you to place your order through our website or mobile site, it will speed up the order placement.
Can I add to an order once it has been placed?
Please contact customer service team within 12 hours if you want to change your order. However, once the order has been processed, it cannot be stopped.
What payment methods do you accept?
We only accept PayPal for security reasons.
What currencies can I pay in?
Product prices shown on the website are in British Pounds, US Dollars, Australian Dollars, it depends which website you place the order on. However, with PayPal payment, you can pay by transferring your money from one currency to another, your payment card might be charged in the payment currency at the foreign exchange rate applied by your relevant payment card provider or bank at the time of processing your order. Your international payment card provider or bank will determine the foreign exchange rate and may add an additional processing or administration charge which you will be liable to pay.
How long will it take for my order to arrive?
You can choose the shipping service when you check out the order. We will make every effort to deliver your order within the estimated timescales. However, delays are occasionally inevitable due to unforeseen factors or events outside our control, for example, material shortages, travel or transportation disruption, import delays or higher-than-anticipated demand. You must provide us with complete and accurate delivery address information. We will not be liable for the delivery of your order as a result of you supplying us with incomplete or inaccurate information. Parcels may require a signature on delivery. Please note that delivery of your order may take longer during sale or other busy periods, but you will be notified if this is the case.
Where do you deliver?
For the full list of countries that we currently deliver to, please see our Delivery Information section for more information. Delivery lead times of your order will vary according to its destination.
Will I have to pay any extra costs at customs?
Where goods are delivered to destinations outside the EU may be subject to taxes, fees, or other charges, which are imposed by local legislation. The recipient of the goods is responsible for all customs formalities at importation, and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and other charges. As we have no control over these charges and cannot predict what they may be, we are sorry that we are unable to offer any assistance on these processes. We would advise that you check the import charges applicable in any non-EU country before ordering goods to be delivered there.
Where can I find my delivery information?
If you are a registered customer, you can find your order delivery information through your XTRONS account. If you provided us with a mobile number or email address, you will also receive updates on the status of the orders– including a message on the day of delivery to let you know your order is on its way (some exceptions apply).
How do I track my order?
We will regularly keep you updated on the progress of your order by email. You will receive an email to let you know when your order has been dispatched with a tracking number (if applicable).
What happens if I miss my delivery?
If you miss the delivery, first, please check the tracking as the courier may have added a note. Next, contact us and we will help you re-arrange for a more suitable day. Please remember that to have your re-delivery arranged requires 24 hours’ notice and may result in additional charges being applied so try to select a convenient delivery day when booking your delivery. Some couriers/shipping companies might automatically try and deliver it again the next working day.