FAQ -Frequently asked questions
How does an order via the online shop work?
You can find our products via the navigation or search specifically by entering the search term in the search field. Once you have found the right product, simply and quickly add it to your shopping cart by clicking “Add to cart”. Once your purchase is complete, proceed to checkout. To do this, click on the shopping cart at the top right. On the shopping cart overview page you can see all the currently selected products and check them again. All right? Then move on to step 2.
If you are not logged in yet, the login screen will appear. If you don't have an account yet, you can create one or order as a guest. At this point you enter the billing and delivery address. Once you have filled out everything, move on to point 3, payment.
In point 4 there is a summary of your entire order. If all the information is correct, complete your order and then pay. Here you select your preferred payment method and enter your details. After a final check of your order by clicking on “Send order”, your purchase is complete.
You will then immediately receive an email with a summary of your order as confirmation. The ordered products will be delivered within the delivery period specified there by our partner Swiss Post AG. If something went wrong with your order or delivery, you can simply return the items by post.
Where can I find the terms and conditions?
HERE you can find the terms and conditions.
Is there a minimum amount for my order?
There is no minimum order value in our online shop.
How can I change my order?
Since we try to ship the goods as quickly as possible after receipt of the order, it is often no longer possible to change the order. If you would like to change something, please contact our customer service as soon as possible to have your change request checked. If in doubt, you can still return the wrong item and order it again at the same time. You can of course also exchange the goods after receipt.
How can I cancel my order?
We generally try to process all incoming orders promptly. If in doubt, please contact our customer service as soon as possible to have your cancellation request checked. Alternatively: All purchased items can be returned within 14 days without giving any reason.
Can I also order by phone or email?
It is not possible to order by phone or email. All orders are made via the online shop.
Where can I see my past orders?
In your personal area you can view your past orders under “My Orders” or order them again. The item I need is currently not available.
Is there a way to still order it?
No, it is not possible to order items that are not available. However, you have the option of sending yourself an email notification for items that are sold out at short notice to let you know when they will be available again. An item I purchased has now been reduced in price. Basically, we try to keep the prices stable in our online shop over a longer period of time. Depending on trends, inventory, season and sales promotions, we occasionally offer price reductions. We cannot subsequently pass on these discounts to purchases that have already been completed. Likewise, we do not carry out price corrections if a price has been increased again after a sales campaign has ended.
Why haven't I received an order confirmation?
In order to receive an order confirmation from the shop system, the order must be completed correctly. This also includes the payment process. After a successful order you will automatically receive a confirmation by email. Please first check the spam folder of your email program. If you have not received this order confirmation, please contact our customer service by email so that we can check the process again.
Will I receive an invoice for my order?
Since we want to have as little impact on the environment as possible, we do not use the classic paper invoice. You will receive the invoice by email.
Which countries do you deliver to and how much are the shipping costs?
The shipping costs are as follows:
Switzerland: Free shipping
Liechtenstein: Free shipping
Austria: 5.00.- CHF shipping costs
Germany 5.00.- CHF shipping costs
How will my package be delivered to me?
The ordered products will be delivered within the delivery period specified there by our partner Swiss Post AG.
Not all items were in the package. What can I do?
If not all items are in the package, please report this by email to: email@example.com
What can I do if the items I delivered are damaged?
If you have received a defective item, you of course have the option of returning this item. Please note the type of error. Please then send the package back to us. If we have this item in stock, we will exchange it immediately. Alternatively, we will credit the invoice amount and settle the payment.
An item is missing from my shipment
If the shipment is incomplete, we ask you to excuse our mistake. Please contact our customer service regarding this issue. My shipment contains an incorrect item. If the shipment contains an item that was not ordered, we apologize for our mistake. Please simply send the item back to us and make a note on the enclosed shipping documents.
Do you also deliver to my workplace?
We deliver to your permanent home address or to your place of work. However, when delivering to a work address, please note that the package can be delivered at any time. We ask for your understanding that for security reasons we do not deliver to PO box numbers.
Has my order already been shipped?
Orders are usually shipped within 24 hours. At the same time as the packages are handed over to our shipping service provider, we send a shipping confirmation by email.
I've been waiting for my package for a long time, what should I do?
Contact our service center by email firstname.lastname@example.org and we will be happy to clarify for you where your package is.
Can I book a fixed delivery day with you?
Unfortunately, we cannot guarantee you specific delivery dates. The ordered products will be delivered within the delivery period specified there by our partner Swiss Post AG.
How long do delivery times take?
The ordered products will be delivered within the delivery period specified there by our partner Swiss Post AG. If this period has already passed, please register by email: email@example.com
What payment options do you offer?
We are in close contact with our payment partner PayPal. You can currently pay with the following payment methods:
- Credit cards (VISA & MasterCard)
- Instant transfer SEPA direct debit
- Google Pay
- Apple Pay
Some of the payment methods listed above are not available for all countries.
How do I pay with my credit card?
We work with Visa and MasterCard. The credit card payment will be processed following the order summary. With this payment method, the amount is reserved on the customer's credit card at the time of online purchase. If you pay by credit card, your account will be debited when the goods are shipped.
How is payment made in advance?
After placing your order, you will receive an email from us with our account details. Please make payment within 7 working days and include the order number. If payment is not made, your item will be automatically canceled after 7 days.
How is payment made via instant transfer?
Sofortüberweisung is a payment method that works similarly to online banking. For this you also need the PIN and Tan number of your online account. The payment process is based on a normal online transfer.
How does payment via Paypal work?
Paypal payment is made following the order summary. To pay with Paypal you need a Paypal account. No confirmation after payment via instant transfer. Ideally, you can assume that we will receive the order via a detour. The background to this is often as follows: After the invoice has been paid in advance, the purchase must be completed in our online shop. There is a special button for this on the bank page. If this is not done, our system will not receive any automatic feedback from the payment system. The purchase is therefore not completed automatically. In order to be able to correct such cases, our system regularly compares itself with the banking system. Based on such a comparison, your online purchase is then completed manually. If you have not received an order confirmation within 3 days, please contact our customer service.
Why can't I pay with my credit card?
You are having difficulty making credit card payments. The cause could lie with your credit card company, but in individual cases it could also lie with us. We are then forced to cancel the ordering process. We cannot customize this process. There is a chance that payment with your credit card will actually work again if you try again and with a delay. So I would like to encourage you to give it another try. If you are unable to use the desired payment method during this attempt, I would like to refer you to alternative payment methods. We hope that you can successfully complete your purchase with credit card on your next online visit.
What is a CSV, CVV or CID code?
These are verification numbers or verification codes that represent a further security measure for online transactions by credit card. They enable the credit card issuing institution to identify the cardholder's identity and prevent fraud. The number is generated when the card is created. The card number and expiry date are converted into a code that only the issuing bank of the credit card knows. For MasterCard and Visa cards, the security code consists of three numbers written in italics directly above the signature on the back of the card.
Are the prices stated including VAT?
All prices in our online shop include VAT and all statutory fees and charges.
When will my account be debited?
If you pay by credit card, your account will be debited when the goods are shipped.
What is the delivery address for returns?
XI Classic GmbH
9492 ash trees
What return policy applies in your shop?
For further information, please see our right of withdrawal.
How long can I return?
For further information, please see our right of withdrawal.
How do I return an item?
If necessary, you can return the items to us within 14 days. Place the product in the package and tape it carefully. Please hand in the package to a post office or postal partner within 14 days (return period).
What happens to my money if I return it?
You will get your money back in the same way you paid. E.g.: If you paid by credit card, you will receive the amount paid on your next credit card statement.
When will I receive the credit for my returned goods?
Once we have received your return, you will receive a confirmation from us by email. At this moment, the system automatically creates a credit note for the invoice amount. It may take up to 10 days for the amount to reflect in your account or credit card account. We ask for your understanding. Unfortunately, we cannot speed up this process.
What happens if I return my item?
We check the goods for completeness and instruct the amount to be refunded.
Has my return arrived?
As soon as we receive a return in our warehouse, receipt is recorded via a scanning process. At the same time, our IT system sends an email to the customer to document receipt.
What is a voucher code?
This is a personal code that is given out on certain occasions and allows you to enjoy exclusive discounts and special offers. To redeem your voucher, enter your individual code in the "Discount code" field on the first page of the shopping cart, then click on "Redeem discount code" to receive the new total. This will apply the discount rate to your order. Please Please note that each voucher can only be used once and is usually valid for a limited time.
No, you can only redeem vouchers before submitting your order.
XI Classic Newsletter
How do I register for the newsletter?
Via the email form at the bottom of the footer on our website
Please note that you can register for the newsletter without opening a customer account.
How can I unsubscribe from the newsletter?
Contact us at firstname.lastname@example.org
How safe is my data?
Your personal data is transmitted encrypted over the Internet during the ordering process. Credit card data is not stored, but is collected and processed directly by our payment service provider PayPal. We secure our website and other systems through technical and organizational measures against loss, destruction, access, alteration or distribution of your data by unauthorized persons. Access to your customer account is only possible after entering your personal password. You should always keep your access information confidential and close the browser window when you have finished communicating with us, especially if you share the computer with others.
Will information about me be passed on?
No information from you will be passed on to third parties.
Couldn't find an answer to your question?
Then write us an email.