FAQs

General

Is there a xxlmart store?

No, we do not have a physical store. A visit is not possible. Our warehouse at address: 88 E Broadway #220, New York, NY 10002, United States.

What is my size?

– For the right size, please check our Size Guide.

My size is not available, will you get it?

– We have a constant flow of goods restocked. If a size you are interested in is not available, please sign up for our one-time mail-notification. If the size becomes available again you will receive an email.

Do I need an account to place an order?

– No, an account is not needed to shop at xxlmart. There is an option to check out as a guest. 

Why is my order cancelled?

The order can be cancelled due to the following reasons: 
– The product you ordered is out of stock. 
– xxlmart is unable to obtain authorisation for your payment.
– xxlmart have identified an error with a product description, such as pricing error. 
– The customer does not meet the eligibility requirements as specified in the Terms & Conditions
– There is a system or procurement failure. 
– The customer fails our customer validation checks. 
– We believe you are generating orders for commercial gain and not personal use.

My order is missing products, what should I do?

 

– If one or more products from your order is missing, make sure to not throw away the parcel you received. Please contact our Customer Service team via support@xxlmart.com or the Contact Form and explain what products are missing and take a couple pictures of the received parcel. Make sure you capture all sides of the box and everything in it. The shipping label needs to be fully visible in one of the pictures.

 

Payment

Which payment methods do xxlmart accept?

At this time, we only accept payment via Paypal. You can checkout by your credit cards on Paypal Gateway.

 

What currency can I pay in?

We only take payments in USD. Please note: some banks may charge an International Transaction Fee.

When will I be charged for my order?

The full cost of the order will be charged as soon as the order is successfully placed.

Is it safe to order online?

Yes, we use SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered during transfer. Security checks are also made on all transactions, to ensure the authenticity of each payment. As an extra safety measure, we only accept credit card payments with a 3D secure process to confirm the authorisation.

Delivery

What are the delivery fees?

We kindly recommend you to check the shipping page for the delivery fees.

Where is my order?

You can check the status of your order in your account. An email with the track and trace will be sent once your package is ready to be shipped. Please keep in mind that the delivery time is an indication and there are no rights reserved.

How long does delivery take?

We kindly refer you to check our shipping page for the estimated delivery time.

How do I track my order?

Once your order is ready to shipped and awaiting carrier pickup, you will get shipping confirmation by e-mail. This e-mail contains a tracking number.

Where do we ship from?

Our warehouse is based in The United States, the orders are shipped from The United States.
Some orders are shipped from other warehouses

Which courier will deliver my order?

We use DPD, UPS or DHL as couriers to deliver packages.

Do you deliver to my country?

We ship to most countries of the world. However due to different circumstances there are some countries that we do not ship to.

Do you deliver to PO Box addresses?

We do not deliver to PO Box addresses or Army APO and FPO addresses.

Products

Are the shoes on your website brand new?

Yes, all the shoes on our website are brand new in the original box.

Are all shoe boxes delivered in undamaged condition?

During the shipment of goods, xxlmart can not ensure that shoe boxes arrive undamaged. xxlmart guarantee that all shoe boxes are original. Shoe models older than 2 years of release rarely have undamaged boxes. We always try to deliver shoe boxes in the most optimal condition. When placing an order, the buyer agrees to the risk that shoe boxes may be damaged. Returns regarding damaged shoe boxes will be voided. It may happen that shoes are supplied with replacement boxes.

How is the product quality?

We are committed to the best product quality along with the cheapest product prices in the market.