Política de envío
At XSIVA ID COMMUNITY, we ship orders within the United Kingdom and internationally. Please read the information below carefully before placing your order.
By placing an order with XSIVA ID COMMUNITY, you agree to the shipping, delivery and customs terms set out in this policy.
SECTION 1. DISPATCH TIME
We aim to prepare and dispatch orders within 3–5 business days after an order has been successfully placed and payment has been confirmed.
Business days do not include Saturdays, Sundays or UK public holidays.
During particularly busy periods, collection launches, sales or other periods of high order volume, processing may take longer.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information where tracking is available.
Please note that dispatch time and delivery time are separate. Dispatch time refers to the period required for us to prepare your order before it is handed over to the postal or courier service.
SECTION 2. PRE-ORDERS
Products identified as Pre-Order are subject to a longer preparation or production period.
The estimated dispatch period for a Pre-Order will normally be stated on the relevant product page or communicated at the time of purchase.
If your order contains both available and Pre-Order products, they may be dispatched together once the Pre-Order product is ready unless otherwise communicated to you.
SECTION 3. HOW TO CANCEL MY ORDER
It may be possible to cancel an order within 24 hours of placing it.
To request a cancellation, please email support@xsivaid.com as soon as possible and include your order number.
We will make reasonable efforts to accommodate cancellation requests received within this period. However, once an order has entered processing, fulfilment or dispatch, we may be unable to cancel or amend it.
Please check your order carefully before completing your purchase, including the selected products, sizes, quantities and delivery information.
Once an order has been dispatched, it cannot be treated as a pre-dispatch cancellation. Where applicable, you will need to follow our Returns Policy after receiving the order.
Nothing in this section limits any statutory cancellation rights available to consumers under applicable law.
SECTION 4. SHIPPING TIMES & COSTS
XSIVA ID COMMUNITY ships within the United Kingdom and internationally.
All shipping charges displayed on our website and at checkout are in GBP (£) unless otherwise stated.
Shipping costs depend on the destination, parcel size, weight and selected or available shipping service. The applicable shipping charge will be displayed at checkout before payment is completed.
For UK orders, we normally use a tracked postal service, including 48-hour tracked services with delivery confirmation and/or photographic proof of delivery where available.
For international orders, the postal or courier service used may vary depending on the destination and the size and weight of the parcel.
Any delivery estimates provided by a postal service, courier, tracking system or XSIVA ID COMMUNITY are estimates only.
Once a parcel has been handed to the relevant postal or courier service, actual delivery times may be affected by factors outside our direct control, including customs clearance, postal delays, weather conditions, strikes, local delivery disruptions and other carrier-related circumstances.
SECTION 5. DELIVERY INFORMATION
Please ensure that the delivery information supplied when placing your order is complete and accurate.
The customer is responsible for checking the:
- Recipient’s full name
- Delivery address
- Postcode
- Country
- Telephone number and email address where requested for delivery purposes
If you notice an error in your delivery information, please contact support@xsivaid.com immediately.
We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.
If a parcel is returned because an incorrect or incomplete address was provided by the customer, reasonable additional shipping costs may apply before the parcel can be resent.
SECTION 6. DELIVERY DELAYS
Once an order has been dispatched and transferred to the postal or courier service, its transportation is handled by the relevant carrier.
Delivery estimates provided by carriers are not guaranteed delivery dates.
Delays may occur due to circumstances outside our direct control, including customs procedures, carrier disruptions, adverse weather, strikes, public holidays, seek delivery periods or other logistical circumstances.
Where a delay occurs, we will assist with available tracking information and, where appropriate, enquiries with the relevant carrier.
XSIVA ID COMMUNITY does not provide compensation solely because a parcel arrives later than an estimated delivery date where the delay was outside our reasonable control, except where applicable consumer law provides otherwise.
SECTION 7. TRACKING
Where tracking is available, customers will receive tracking information after dispatch.
Customers are responsible for monitoring their tracking information and responding where the postal service, courier or customs authority requires further information or action to complete delivery.
For certain services, tracking may include delivery confirmation and photographic proof of delivery.
If tracking indicates that your parcel has been delivered but you cannot locate it, please contact the relevant carrier and support@xsivaid.com as soon as possible so that the circumstances can be investigated.
SECTION 8. CUSTOMS, DUTIES & IMPORT TAXES
International orders may be subject to customs clearance, import VAT, customs duties, taxes, handling charges, brokerage charges and/or other fees imposed by the destination country.
Unless expressly stated otherwise at checkout, all customs duties, import VAT, taxes, clearance fees and other import-related charges are the responsibility of the customer.
These charges are not included in the product price or shipping charge unless specifically stated otherwise.
XSIVA ID COMMUNITY does not determine or control customs charges imposed by another country and cannot guarantee in advance whether charges will apply or what their amount will be.
Customs regulations, tax thresholds and import requirements vary between countries. Customers are responsible for familiarising themselves with the applicable rules and potential charges in their destination country before placing an international order.
By placing an international order with XSIVA ID COMMUNITY, you acknowledge that you are responsible for completing the customs clearance process and paying any applicable import duties, taxes and clearance charges required for your parcel to be released and delivered.
SECTION 9. REFUSAL OR FAILURE TO CLEAR CUSTOMS
If a customer refuses or fails to pay applicable customs duties, import VAT, taxes, handling or clearance charges, or otherwise fails to complete the customs clearance process, the parcel may be held, refused or returned to XSIVA ID COMMUNITY by the relevant customs authority or carrier.
Refusing or failing to clear a parcel through customs does not constitute an authorised return or cancellation of the order.
If the parcel is subsequently returned to XSIVA ID COMMUNITY because the customer:
- Refused to pay customs duties or import taxes;
- Failed to complete customs clearance;
- Failed to provide information requested by customs or the carrier;
- Failed to collect the parcel following a customs or carrier notification; or
- Refused delivery due to customs or import charges,
the original shipping cost will not be refunded, to the extent permitted by applicable law.
Where XSIVA ID COMMUNITY incurs additional costs as a direct result of the parcel being returned, including return transportation charges, customs handling charges, storage charges or carrier fees, these costs may also be deducted from any refund due where permitted by applicable law.
Any eligible refund will be processed only once the parcel has been physically returned to XSIVA ID COMMUNITY and the returned goods have been inspected.
If a parcel is abandoned, destroyed, seized or otherwise not returned to us as a result of the customer’s refusal or failure to complete customs clearance, any entitlement to a refund will be determined in accordance with applicable law.
SECTION 10. CUSTOMS DELAYS
Customs clearance is administered by the customs authorities and/or carriers in the destination country and is outside the direct control of XSIVA ID COMMUNITY.
We cannot guarantee the length of time required for customs clearance.
Customers are responsible for monitoring communications from their postal service, courier and customs authorities and responding promptly to any request for payment, identification, documentation or other information required to release the parcel.
XSIVA ID COMMUNITY will provide the standard commercial and shipping documentation reasonably required from us as the sender
We are not responsible for delays caused by the customer’s failure to pay customs charges or provide information required for customs clearance, except where applicable law provides otherwise.
SECTION 11. UNCLAIMED OR REFUSED PARCELS
If a parcel is returned to XSIVA ID COMMUNITY because the customer refused delivery, failed to collect it from a collection point, did not respond to the carrier or customs authority, or otherwise failed to accept delivery, the parcel will be treated as a returned shipment rather than an automatically cancelled order.
Once the parcel has been received and inspected, any refund due will be calculated in accordance with our Returns Policy and applicable law.
The original shipping charge and any additional return shipping, carrier or handling costs actually incurred may be non-refundable or deducted from the refund where permitted by applicable law.
SECTION 12. LOST OR MISSING PARCELS
If you believe that your parcel has been lost in transit, please contact us at support@xsivaid.com.
We may need to open an investigation with the postal or courier service. Customers may be asked to provide information reasonably required for the carrier investigation.
Where a parcel is confirmed as lost, your rights and any appropriate remedy will be determined in accordance with applicable consumer law and the circumstances of the shipment.
Where tracking and/or photographic delivery evidence shows that a parcel was delivered in accordance with the customer’s authorised delivery instructions, any subsequent claim will be assessed based on the available delivery evidence and applicable law.
SECTION 13. RETURNS
Shipping and delivery terms relating to returns are governed by our separate Returns & Refund Policy.
Returns must not be sent independently or to the address shown on the original shipping label or waybill.
Where a return has been authorised, XSIVA ID COMMUNITY will provide the appropriate return instructions and prepaid return label.
The applicable return shipping cost will be deducted from the refund where the customer is responsible for return postage, as explained in our Returns & Refund Policy.
SECTION 14. CONTACT US
For questions regarding shipping, tracking, delivery or customs, please contact:
XSIVA ID COMMUNITY
Email: support@xsivaid.com
Please include your order number in all order-related correspondence.
Last updated: July 2026