Customer Services


  • Shipping & Delivery
  • Privacy & Security
  • Returns & Replacements
  • Ordering
  • Subscription Service
  • Payment, Pricing & Promotions
  • Viewing Orders
  • Updating Account Information
  • XPoints - Loyalty Rewards
  • Click and Collect
  • Affiliate Program
  • Competitions


  • Shipping & Delivery

    UK Standard Delivery  - This means that your goods will be processed as normal and shipped by Royal Mail. Ordered goods will usually arrive within 3 - 5 working days for most of the UK mainland. Baskets with a total value (before vouchers and promotional codes are applied) of £30.00 and over will qualify for FREE UK delivery.
    UK Shipping Rates
    Baskets with a total value of below £30.00 will incur a delivery charge FREE Delivery to all of the UK on almost every product, as long as your total basket value is greater than £30.00 (delivery charges are applied to baskets with a total value of less than £30.00). 
    UK SMALL PACKAGE SHIPPING RATE £1.95
    Orders £0.00 - £11.99
    UK STANDARD SHIPPING £2.95
    Orders £12.00 - £29.99
    UK FREE SHIPPING ON ALL ORDERS OVER £30.00
    Orders > £30.00
    Europe (EU) Standard Delivery  - This means that your goods will be processed as normal and shipped by Royal Mail from the UK. Ordered goods will be shipped within 3 working days of order being placed. Baskets with a total value (before vouchers and promotional codes are applied) of £40.00 and over will qualify for FREE European delivery.
    Europe (EU) Shipping Rates
    Baskets with a total value of below £40.00 will incur a delivery charge FREE Delivery to all of the European countries on almost every product, as long as your total basket value is greater than £40.00 (delivery charges are applied to baskets with a total value of less than £40.00). 
    Europe (EU) SMALL PACKAGE SHIPPING RATE £5.50
    Orders £0.00 - £11.99
    Europe (EU) SMALL PACKAGE SHIPPING RATE £8.50
    Orders £12.00 - £24.99
    (EU) STANDARD SHIPPING £13.50
    Orders £25.00 - £39.99
    Europe (EU) FREE SHIPPING ON ALL ORDERS OVER £40.00
    Orders > £40.00
    Delayed Orders \ Back Orders - Your order could be delayed due to an item going out of stock on your order, if this happens we will complete the following;
    • We will wait for 5 days, then send the items we do have in stock. The remaining items will go onto back order.
    • Items on back order will be despatched as soon as they arrive with no delivery charge
    Damaged \ Missing Deliveries - Please be aware that if you request that goods are left safe via the courier notes, XMiles cannot claim for missing items or damage to your parcel. As a result, in the event of an absence, we strongly recommend that you collect your parcel from a local delivery depot or instruct the courier to leave your parcel with a trusted neighbour Back Orders - Some items are available for back order. Back ordered items  will usually arrive within 5 - 10 working days.
    Back to top

    Privacy & Security

    Privacy Policy - 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.

    Contact information:

    XMiles UK Ltd
    2a Leigh Road
    Wimborne
    Dorset
    BH21 1AF
    United Kingdom

    Email: sales@xmiles.co.uk | wimborne@xmiles.co.uk

    Insurance

    Simply Business

    Public liability insurance provided through Simply Business.

    View our insurance details
    www.simplybusiness.co.uk
    Back to top

    Returns & Replacements

    The following exchange & returns policy is applicable to online orders only.

    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 post or email within seven working days of receipt of your order (not including weekends or bank holidays), beginning the day after you receive your order. We will issue a full refund including the delivery charge. Please take care of the order while it’s in your possession. If we do not receive the order back we will arrange to collect it from you at your cost.

    Damaged \ Missing Deliveries - If a 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.

    PayPal Returns - Orders paid for using PayPal can only be refunded if they are posted back to us.

    Exchanges - You can exchange or return purchase made at www.xmiles.co.uk within 30 days of receipt of your order. We ask that you present a copy of your order received email (your receipt) as proof of purchase or using the returns form. This excludes PayPal orders, please see below.

    Incorrect Products Received - 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 usXMiles 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.
    Back to top

    Ordering

    Ordering with XMiles has been made as simple as possible, below are the simple steps to help you complete your order;
    1. Select a product you wish to purchase
    2. Select the optional pack size or product variation.
    3. Select the optional quantity (Default 1)
    4. Once you’re happy click the ‘Add To Cart’ button.
    5. You will be then taken to your Cart Summary. You can remove items from your Basket or alter the quantity required at any time from within the Cart Summary page. If amending the quantity remember to press ‘Update' button. Click 'Checkout' to continue.
    6. Log in with your username and password.
    7. Order Summary - If you have any gift vouchers or promotional codes please enter in the ‘Discount Codes’ box. All valid codes will be applied to the basket.
    8. Select your delivery address. Please ensure your address details are correct before clicking on the ‘Continue’ buttonYour deliver address will default to the account default shipping address, additional delivery addresses can be added by selecting 'Edit' next to the Account Information.
    9. Shipping costs will be shown on the Order Summary page. Only vaild shipping methods will be shown.
    10. Payment Information, confirm you have entered any gift vouchers or promotional codes. Select either Credit Card payment or PayPal.
    11. Order Review - Double check your order summary making sure everything is correct. If you’re ready click ‘Place Order’. If using PayPal – You will be redirected to PayPal to make your payment and complete your order. You will then be redirected back to XMiles via the PayPal confirmation page where you can see your order number and print a copy of your order if required.
    12. Your email confirmation should be received shortly.

    Please note: Deliveries cannot be made to PO Box addresses.

    Back to top

    WHY USE SUBSCRIBE & SAVE WITH XMILES

    Take the hassle out of ordering your nutrition products, plus save up to 10% whilst never running out with the XMiles Subscribe & Save Service. 

    Flexible 1, 2 or 3 month billing schedules, monthly billing to Debit or Credit Card and you stay in total control with flexibility to Skip a Delivery or Cancel Anytime. 

    It's easy get started today No Setup or Cancellations fees

    Setup Your Subscriptions - Simply order your subscription products, choose how regularly you would like to receive them and that’s it. We look after everything else.

    Stay Notified - We alert you directly before each shipment or if there are any problems with your account, making it easy for you to keep track of your subscriptions.

    Manage Your Subscriptions - Effortlessly manage what you receive, when it arrives and the way you pay. Simply login to your dedicated portal from any device.

    How to change your subscription - To change or add products to your subscription you will need to login to your account. From your account you can change or add products for your subscriptions.

    How to skip deliveries - You will need to login to your account Once in your account you will need to open the "Delivery Schedule" tab.
    Here you will see all upcoming deliveries for your subscription(s). To skip a delivery you just need to click "Skip" to the right of each relevant delivery.

    This will only skip that one delivery, to skip multiple deliveries you will need to click "Skip" each relevant one

    How to cancel a subscription - To cancel a subscription you will need to login to your account 

    Once in your account open the "Subscriptions" tab and next to each of the products you are subscribed to you will see a "Cancel" button. 

    Clicking this will cancel your subscription to that particular product.

    NOTE: All orders will be shipped if payment has been processed before the subscription is skipped or cancelled.
    Detailed Instructions: HOW IT WORKS - SUBSCRIPTION SERVICE
    Monthly Nutrition Box - Please read FAQ's for further information
    Back to top

    Payment, Pricing & Promotions

    Credit Card - XMiles accept payment via Credit Cards - VISA, MASTERCARD and AMERICAN EXPRESS. All payment are processed by Stripe Payments Europe, Ltd.
    PayPal - XMiles accept payment via PayPal,You will be redirected to PayPal at the checkout. PayPal will then charge you for the order total amount and pay this amount to XMiles. You will not be charged an administration fee for using this service.  If the order is successfully created, you will be redirected to a thank you page showing your order number and items ordered.

    Order Confirmation - You will then receive two emails on completion of your order, one from PayPal to confirm your payment and one from XMiles to confirm your order.

    Back to top

    Viewing Orders

    My Orders - You can check your order history at any time by logging into your account and selecting ‘My Orders’ option from the left hand side menu. Once in your order history, click on the relevant calendar year at the top of the page to locate your order. From here you should easily be able to check the status of any order placed within the last two years.
    Back to top

    Updating Account Information

    Account details- Users can update account details from the top navigation menu selecting ACCOUNT.
    Change \ Add or Delete - Delivery addresses - by following these easy steps:
    • Log into your account using the Account  link at the top of any page.
    • Select 'View Addresses'
    • Click 'Add New Address'
    • Update New Address, Click the ‘Add Address’ button to save changes made

    or Edit \ Delete your default address

    Have you forgotten your password? - If you have lost or forgotten your account password please click on Forgot Your Password?. Enter your email address and click the ‘Submit’ button. We will then send you a new password via email.  *Please note that the password is case sensitive and should not include any spaces.

    If you do not receive the new password email, please check your email junk or spam folder. If you still cannot find this email, please contact our customer services team through the Contact Us form and they will be happy to help you.

    Have you forgotten your email address? - If you have forgotten your email address please Contact Us. Remember to include your full name and address that is registered to your account, so our customer service team can assist you without delay

    Subscription to the email Newsletter - You don’t need to have a full account to sign up to our email Newsletter. All you have to do is click on the newsletter sign-up icon that can be found at the bottom of each page on the right hand side.

    Back to top

    XPoints - Loyalty Reward

    HOW IT WORKS - XPOINTS LOYALTY POINTS

    XPoints is our way of showing our appreciation. You’ll earn points for activities on our site, like referrals and purchases. You can use them to earn discounts off purchases, so the more you collect the more you save.

    Who can join?

    Anyone with an account is automatically enrolled.

    How do I earn points?

    You can earn points for all sorts of activities, including referring friends, and making purchases. To see all the ways you can earn points click the YOUR DASHBOARD - VIEW YOUR XPOINTS REWARDS SUMMARY tab in the menu on the account pages.

    Earn rewards on
    New Account - Sign Up - 250 points (worth £2.50)
    All Purchases - £1 = 1 point (1.0% back)

    Points are given per £1 spent, based on the total price paid, excluding shipping , points will be added 5 days after a successful order

    Product Reviews - 50 points
    We want to know what you think -  A successful customer review will earn 50 XPoints, unlimited reviews. Product reviews can be added at the bottom of each product page.

    Refer a friend - 250 points
    A successful referral is when a referred customer visits your site, creates an account and makes a purchase over £20.00, points will be added 5 days after a successful order)

    How do I view my point balance?

    Your point balance is shown on the menu on the account pages. in the XPoints Loyalty Rewards Summary

    How do I redeem my points?

    Select the tab called Redeem Points on the menu on the account pages. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward.

    Is there a limit to the number of points I can earn?

    No. Go ahead and earn as many as you can!

    What do the 'approved', 'pending' and 'cancelled' statuses mean?
    • Approved: These points can be redeemed on rewards immediately
    • Pending: These points are need to be verified before you can redeem them. This typically applies to purchases and referrals. There is a 5 day period to verify the account,
    • Cancelled: These points will not be added to your account. For example, this will happen if you cancel a purchase or return goods and cancel the purchase (the points will change from pending to cancelled)
    What happens if a friend I refer cancels or returns their order?

    Your pending points will become cancelled and will be removed from your account.

    Why did my account balance go down?

    You, or someone you referred, cancelled or returned a purchase.

    I completed an activity but didn't earn points!

    It can sometimes take a few minutes for us to process your activity and provide your points.

    Can I use my points during checkout?

    Not directly - please redeem your points for a voucher which can then be applied during checkout.

    How do I leave the program?

    If you no longer wish to earn points, please contact us and ask to be unenrolled. We'll unenroll you and you will lose any points you have accrued.

    What happens if I leave and decide to join again?

    Just contact us and we'll re-enroll you. However, your point total will begin from zero.

    Where can I report a problem or give feedback?

    Please use our normal contact details. Here contact us

    Back to top

    Click and Collect

    FREE Click and Collect Service - The XMiles Mobile Store will be present at Events throughout the calendar year and providing a Click and Collect service for pre-ordering and guaranteed collection at events. 

    Want to ensure we have what you want? Using our Click and Collect service you can arrive on race day knowing we will be on-site with you order and save you any delivery costs.

    Each event will have a promotion code, when added to your order you all shipping costs are removed and collect from the event is guaranteed.

    Only registered site users can use Click and Collect codes, codes will only be valid up to 4 days before an event as shown on the Events page. 

    Additional promotion codes cannot be used with Click and collect codes.

    PLUS - Get an extra 100 XPoints per Click & Collect order
    For a full listing of events click HERE
    Back to top

    AFFILIATES PROGRAM

    Join the XMiles affiliate program to earn extra revenue by promoting XMiles on your website for FREE! SIGN UP TODAY! 

    REGISTER AT: XMILES AFFILIATE PROGRAM (POWERED BY AFFILIATLY.COM)

    For more details go to the AFFILIATES PROGRAM page

    Back to top

    Competitions

    Winners - Will be selected via review, only registered site users can win and will only receive their prize if a shipping address is registered on the account.Prizes - prizes cannot be swapped or replaced with alternative products
    Back to top