How do I cancel my order?

You will have the option to cancel your order within your confirmation email. You may also contact our customer service team at team@xmiles.co.uk . Please include your order number and the reason for cancellation in your message. Orders can only be cancelled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

How do I track my order?

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page. Click on the tracking number link or enter the tracking number into your providers tracking page. Tracking information may not be immediately available after your order is placed. It can take up to 12 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

Can I edit or add anything to my order?

Once an order is placed, we can make changes, as long as your order hasn't been fulfilled. If you need to add products, update your shipping address or contact information, please contact our customer service team immediately after placing your order .

How do I apply promo/discount codes?

To apply a discount code: •Proceed to checkout and enter your code in the 'Discount Code' field. Click 'Apply' to see your new total before finalizing your order. Only one code can be used per order. If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

I'm having trouble logging in

We're sorry about that. Please make sure you’ve created your account and then activate your account to log in to the new site. You should have gotten an email from us to activate the account. Need to resend the email? Click here .

XMiles are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and secondly to provide you with the best service possible. We will not email you in the future unless you have given us your consent. We will give you the chance to refuse any marketing email from us in the future. Click here to view our Privacy Policy .

Do you offer refunds or exchanges?

If you wish to return or exchange a product for any reason you may do so within 30 days of receipt of your order, beginning the day after you receive your order. The product must be returned unused with its original packaging. This does not affect your statutory rights. The delivery charge is non-refundable except in the unlikely event that the product is damaged or faulty. If you would like to cancel your order please notify us in writing via email within seven working days of receipt of your order (not including weekends or bank holidays), beginning the day after you receive your order. Please take care of the order while it’s in your possession. We will issue a full refund excluding the delivery charge on return of the order to us. If your order has not been dispatched, we issue a full refund including the delivery charge.

What if my package gets lost or arrives damaged?

Lost packages At XMiles, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at team@xmiles.co.uk with your order number and any relevant details. Damaged packages We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at team@xmiles.co.uk within 24 hours of receiving the order and include photos of the damaged items or package. We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

How do I use my loyalty credit?

To use your credit, you can directly apply this at checkout Alternatively, you can copy the code that we shared with you and proceed to checkout. Enter your code in the 'Discount Code' field. Click 'Apply' to see your new total before finalizing your order. Only one code can be used per order. You can check your loyalty balance, and loyalty card code here .

How do I cancel my subscription?

We are happy to assist with instructions on how to cancel your subscription. 1. Login into your account. 2. Click 'Your Subscriptions' 3. Locate your subscription and click ' Manage subscriptions' 4. Click ' Cancel Subscription' at the bottom of your screen. Proceed to complete the steps to successfully cancel your subscription.

If you'd like to contact us, please find our details below: Address: XMiles UK Ltd 6 Whittle Road, Suite G2, Ferndown Industrial Estate, Wimborne, Dorset BH21 7RU Telephone: +44 1202 403424 Customer Services Email: team@xmiles.co.uk Email: sales@xmiles.co.uk | wimborne@xmiles.co.uk Registered company number: 09924123. Registered VAT number: 298576234. Registered in England.

How do I make a return?

Returns must be initiated within 30 days of receiving your order. Items must be unused and in the original packaging. Free UK returns Reach out to our customer support team at team@xmiles.co.uk to initiate the return process with your order number and details about the item you wish to return. Print the shipping label and drop off your return at a Royal Mail location. Returned items must be securely packaged in a sealed box, to ensure the contents are protected during transit. XMiles UK reserve the right to refuse the return of any items which have been damaged in return transit due to insufficient packaging. Click the following link to create your free UK returns label . Return in store You can visit our retail store and present your order confirmation or packing slip as proof of purchase. All items must have the original tags attached. Refund process Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method. Non-Returnable items Certain items may not be eligible for return due to hygiene, final sale, or other reasons. These items will be clearly marked on the product page.

What is your shipping policy?

Our standard shipping time within United Kingdom is within 3 to 5 working days. For international orders, expect a shipping time of 2 to 11 working days. Shipping fees, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year. For additional questions about our shipping policy, please contact us at team@xmiles.co.uk .

What do I do if I receive the wrong item in my order?

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance. Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately. While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!

What payment methods do we accept?

We accept payment via credit cards (Visa, MasterCard & Amex), PayPal, Apple Pay, Google Pay, Shop and ClearPay.

How does your mix & match discounts work?

Across our nutrition ranges we offer quantity break discounts, these discounts are applied to your checkout when quantity orders are placed across 5 groups: Gels - All brands Bars - All brands Chews \ Tabs - All brands Drinks (Energy Recovery) - All brands Drinks (Electrolytes) - All Brands Discounts are applied at basket, all included products will be applied. This is across all brands and flavours.

How can I change an item or flavour in my subscription?

If you are subscribed to our service and wish to change an item or flavour, simply contact customer service. We will gladly update your subscription preferences to ensure you receive your preferred products in your future deliveries.

How do I track my order?

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page. Tracking information may not be immediately available after your order is placed. It can take up to 12 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later. After placing your order, you can click the tracking number link in the email or track your order on our website here .

When will I get my refund?

Once your return has been received and processed, you will be notified via email when the refund has been issued. Please allow 3 to 5 working days for the refund to reflect in your account.

What do I do if my item(s) arrives damaged?

We’re sorry your item(s) have damage! Some items break during shipment. We’ll do our best to help. Please email our team with an image of your damaged item for further assistance. While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!

Do you have a physical store where I can make purchases?

Yes, we do have a physical store where you can make purchases. Our store is located in Dorset. The address is as follows: Suite G2, 6 Whittle Rd, Ferndown, Wimborne BH21 7RU.

How much does shipping cost?

UK Shipping: Free shipping is available for orders over £30 . For orders under that amount, fees are calculated at checkout. You can find more information here about our UK Shipping policies . EU Shipping: Shipping cost is calculated at checkout for Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, & Sweden. You can find more information here about our EU Shipping policies .

What’s your return policy?

Our return policy allows returns or exchanges for unused products, in a saleable condition and in their original packaging with all labels still attached purchased in the last 30 days . Please note that used items are not eligible for return. You can expect your refund to be processed within 3 to 5 working days or fewer, after our returns department receives the returned item. If you'd like to start a return, please visit our Return Portal .

My order was marked delivered but it’s not here.

If no one was home at the time of delivery, the carrier will leave the package in a safe location. Be sure to check around your home and with neighbors/building management who may have collected the package for you. Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location. On some occasions, packages may be marked as delivered but take additional time to arrive. If you still are unable to locate the package, please reach out to the carrier. If you need additional assistance, please email our team.

What happens if there's an error with my order?

Sometimes we make errors in picking and packing. If we have sent you an incorrect product, please accept our apologies for the inconvenience and return it to us , XMiles will, provided replace products and will be sent at no extra charge . Faulty products: If you think that a product you have purchased may be faulty, please send it back to us. Please give a clear indication of the fault and where it is located on the return. Any warranty information received with the product should be sent with it, where possible. Please note that investigations into faults can take some time, as the product may have to be sent to the manufacturer. We aim to keep you fully informed of progress at all times. If a product is found to be faulty, you will be issued a replacement product, a credit for the appropriate amount, or a refund where applicable. If the product is found not to be faulty, it will be returned to you and you may be liable for the costs incurred.

Do you offer free shipping?

We offer fast and free shipping for orders over £30 within the United Kingdom. Orders under £30, or outside the United Kingdom will be charged shipping, which is calculated at checkout.

How can I cancel my order?

To cancel your order, simply contact customer service. If your order has not been shipped or processed, we can easily cancel it for you. Upon cancellation, you will receive a confirmation of the cancellation and any applicable refunds will be processed promptly.

What happens if my order is damaged or missing?

If an order or product is damaged on delivery to you, do not accept or sign for the product and the courier will return it to us. If you have signed for your delivery and then later realise that a product is damaged, please inform us in writing via email within 48 hours of signing for the delivery and return it to XMiles. XMiles will, provided the above terms have been adhered to, replace damaged products and will be sent at no extra charge.

How long does delivery take?

Delivery times vary depending on the destination and the shipping method selected. Standard Delivery: Typically arrives within 3 to 5 working days. Fast Delivery: Typically arrives within 1 to 2 working days. DPD Next Day: Typically arrives within 1 working days. International Delivery: Typically arrives within 2 to 11 working days.

How can I exchange an item for a different size?

If you've received an item that doesn't fit properly, you can easily exchange it for a different size. Please follow these simple steps: Use the link provided by our customer service team to initiate a return for the item in question. This service is free of charge. Include the original invoice with your return, as well as all the original product packaging if applicable. After we receive the item back, we will check stock levels and do our best to accommodate an exchange for the size you need. We will reach out to confirm the exchange. In the event that the desired size is not in stock, we will contact you to discuss alternative options, such as a voucher or a credit note.

Can I upgrade my shipping to ensure my order arrives by a specific date?

If you require your order by a specific date, you can upgrade to either Royal Mail Fast Delivery or DPD to ensure expedited shipping. Orders with Fast Delivery are dispatched the same day. To upgrade your shipping and arrange payment for the additional cost, you can contact us directly, and we will facilitate the upgrade process for you.

How do I receive a digital version or confirmation of a gift card I purchased?

After purchasing a gift card, you should receive a confirmation email with the details. If you have not received this email or need the actual voucher code, please contact us, and we will resend the information to your email address.

What are the actions I should take if my package is delivered to the wrong address?

If you receive incorrect delivery details from Royal Mail, it is important to check the map of the delivery location found at the bottom of the tracking page. This may help identify where the package has been delivered. If it's delivered to the wrong address, and you're unable to retrieve it, please contact us. We will liaise with Royal Mail and continue to provide updates as soon as we receive them.

If I choose next day delivery during the weekend, will my order arrive the next day?

If you place an order with DPD on a day before the weekend, you can expect it to arrive the next day. However, orders placed on the weekend with next day delivery are not guaranteed to arrive the next weekday, as the service excludes Saturday and Sunday deliveries. For any clarifications on delivery options and timelines, feel free to reach out to us.

Can I modify my recent order to add an item, and how will I be charged?

Yes, you can add items to your recently placed order. To do so, contact customer service with your order number and the item you wish to add. We will update your order accordingly and send you a separate invoice or payment link for any additional charges. There will be no need to pay for extra shipping if the additional item can be included with your current order.

I would like to order a product that is out of stock. Can I special order or subscribe to it?

If you are interested in a product that is currently out of stock, please reach out to customer service. We may be able to place a special order for you or assist you in setting up a subscription once the item is available. In the case of a manual order or subscription, you will receive a payment link to complete your purchase.