FAQ

Orders & Payments

How can I place an order?
Orders can be placed on our website (https://www.xokool.com/), Choose from our selection of handcrafted designs, pick your size, and checkout using one of our secure payment options.
How do I check my order status?
Order status can be checked through your account profile. We also send notification emails to the email address entered while placing your order to keep you informed every step of the way.
Why did I not get a confirmation email for my order?
There are a couple reasons why you may not have received a confirmation email. Some of the most common reasons are:

1. The order didn't go through

2. The email address was entered incorrectly during checkout

3. The confirmation email was sent to your spam or junk folder

If you are sure that the order was processed successfully with the correct email address and you have already checked your spam or junk folder in your email account, please contact our Customer Experience team with your name and address so they can locate your order and resend your confirmation email.

How can I edit the items in my order?
If you wish to edit the items in your order, please contact our Customer Experience team with your order number and the changes you wish to make and we will do our best to accommodate your request before your order has been shipped.

If your order has already shipped, we can no longer make changes to your order. Please see our Returns & Exchange section above for details on how to exchange the item for another one.

How can I edit the shipping address for my order?
If your order has already shipped, please reach out to the courier company with your tracking information to request that the package is redirected to a different shipping address. This request must be made by you through the courier.

If your order has not been shipped yet, please reach out to our Customer Experience team with your order number and updated shipping address and we will do our best to accommodate your request before the order is shipped.

How can I cancel my order?
If you wish to cancel your order for any reason, please contact our Customer Experience team as soon as possible with your order number and reason for cancellation. If your order has already been shipped, please see our Returns & Exchanges section for details on how to return the order once it arrives.
What payment methods do you accept?
We accept all major credit cards, Sezzle so you can wear now and pay later, and most cryptocurrencies through Coinbase.
Why am I charged for sales tax?
Sales tax is required depending on the state of your shipping address.
Do you offer cash on delivery?
Unfortunately, we do not offer Cash on Delivery service. Please see payment methods above for other payment options.
Why did my payment fail?
Common reasons for payment failure include:

1. Card information was entered incorrectly

2. Auto-filled card information was entered with an incorrect security code

3. Card is expired

4. Insufficient funds

5. Billing address does not match the card

6. Payment details were flagged as fraudulent by our automated system

Why is my bank showing that I was charged twice?
Some financial institutions will prepare a payment and list it as pending in your account when you go to make a purchase. If your payment fails for one of the reasons listed above and you attempt to retry the payment, you may sometimes see two charges in your account as pending. Don't worry! All declined payments will be released back into your account once your bank's system realizes that the payment didn't go through.
Can I pay over time?
Yes! XOKOOL is partnered with Sezzle to offer you a pay over time option. 4 payments over 6 months with no interest, ever, so you can wear now and pay later.
How do I checkout with Sezzle?
To checkout using Sezzle, simply select Sezzle as your payment option on the checkout page. It will take you to their secure payment system where you can complete your purchase.

Shipping& Delivery

How long will it take for my order to ship?
Once an order is placed we immediately schedule it for shipment. Most domestic orders placed before 6:00 PM ET will be shipped the same day, not including weekends or holidays. Orders placed after 6:00 PM ET will be shipped the following business day.
How long will my order take to arrive after it has been shipped?
Most of our domestic orders will arrive within 2-7 days. International orders can add an additional 5-10 days.
How is my order being packaged and shipped?
All of our shoes are shipped in eco-friendly, reusable drawstring bags that are good for the environment and your wallet. Standard shipping costs $2.99 but is free for orders over $100. Most of our domestic orders will be shipped from our warehouse in California via UPS. International orders are shipped via DHL or your local courier service.
How can I track my order?
You can track your order through our online portal. You may also find additional information by entering your tracking number directly on to the courier service's website.
Why is there no tracking update?
Some orders are shipped internationally so you may not see updates via local couriers until the package is cleared by local customs and granted into your country. If your order is still under the estimated delivery time frame, we kindly ask that you wait patiently. Once this process has been completed, you will begin to see tracking updates.
Why was my order divided into two or more packages?
If you purchase more than one item, we may sometimes ship them separately due to a couple reasons:

1. The items in your order are stored in separate warehouses

2. If one of the items in your order is a pre-order

Why didn't I get an email about my order being shipped?
There are a couple of reasons why you may not have received a shipping confirmation email:

1. Your order has not been shipped yet

2. You may have entered your email address incorrectly when placing your order

3. The shipping confirmation email may have gone to your spam or junk folder

If it's been over 4 business days and you are sure that you entered the correct email address when placing your order and that the email is not in your spam or junk folder, please visit your account profile to check the status of your order.

Why does the courier service say they haven't received the package yet?
Some orders are shipped internationally depending on the availability of the item you ordered at our local warehouse. Because of this, you may not begin to see updates via US carriers until the package is cleared by customs and granted into the country. Once this process has been completed you will begin to see updates on your tracking information.
Why hasn't my packaged arrived yet?
If you are passed your estimated delivery time, we kindly ask that you remain patient and rest assured that your order is still on its way. We only partner with the best carrier services in the world and they are doing their best to deliver your package as soon as they can.
Why was my package returned to sender?
Typically this is due to an incomplete/incorrect shipping address or the courier does not have access to the delivery location. If your tracking info shows 'Returned to Sender', please contact our Customer Experience team with your shipping address to reschedule your shipment.
Why does my package show delivered, but I haven't received it?
Please first verify that the shipping address entered for your order is correct. Then check your mailbox if you don't see your package at your front door. If you live in an apartment complex, ask the front office if they have received a package for you. Lastly, ask your neighbors if they picked it up for you.

For more details, contact the courier company directly and provide them with your tracking number. If you have tried all of the other options without any luck, please contact our Customer Experience team for additional help.

Where is my order being shipped from?
Most domestic orders are shipped from our local warehouse in California. For international orders and select items that are not carried at our local warehouse, they will be shipped from one of our international warehouses.
What is your shipping policy?
We provide free standard shipping for orders over $100. Orders placed before 6:00 PM ET (Monday-Friday) will be scheduled for shipment the same day. Orders placed after 6:00 PM ET will be scheduled for shipment the following business day. Not including holidays. Standard Shipping: $2.99 (7-10 days) For more detailed shipping information please see our Shipping Policy
Are there customs fees for international orders?
Orders shipped internationally may be subject to import taxes, customs duties, and fees levied by the destination country. You may contact your local customs office for more information.

Exchanges& Returns

How can I make a return?
We design XoKool® products to bring quality, innovation and performance to your active life. We feel the same way about customer service. If you feel the need to arrange an exchange or return an item based on the guidelines below, we will gladly make it happen. All XoKool items can be returned within 15 days of delivery and exchanged within 30 days of delivery if they are in new, unworn condition and in their original packaging along with any promotional gifts. All items must be returned to us in their original, unworn, intact, unwashed and smoke-free condition with their original packaging, tags, accessories, and extra laces (if included) to receive a refund. Shoes must be returned with their original package. Please package inside another box or poly-mailer as the original packaging must be returned undamaged and postage-free. Worn shoes or shoes that do not come with original packaging, tags and accessories are not eligible for a refund. All domestic returns are subject to an $11.95 USD processing fee. International returns & exchanges are responsible for any postage fees. To initiate an exchange or return, please visit our returns portal here: XoKool Returns & Exchanges Portal
How can I get assistance if I need it?
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Can I exchange the item I received for a different size?
All XoKool items can be exchanged for free within 30 days of delivery and exchanged within 30 days of delivery if they are in new, unworn condition and in their original packaging along with any promotional gifts. All items must be returned to us in their original, unworn, intact, unwashed and smoke-free condition with their original packaging, tags, accessories, and extra laces (if included) to receive a refund. Shoes must be returned with their original package. Please package inside another box or poly-mailer as the original packaging must be returned undamaged and postage-free. Worn shoes or shoes that do not come with original packaging, tags and accessories are not eligible for a refund. International returns & exchanges are responsible for any postage fees. To initiate an exchange or return, please visit our returns portal here: XoKool Returns & Exchanges Portal
How long does it take for refunds to be processed?
Your refund will be processed within 3-5 business days of being received at our warehouse and issued based on the original method of payment.
What is the status of my return or exchange?
It will take up to 7 days to process your refund or exchange request after we receive your package. Please see refer to our Return Policy for more details.
Can I get fully refunded for the return?
Refunds will include product and tax amount only. Shipping is not refundable. In the event that an incorrect item was shipped, or if products were damaged in transit, we will also include shipping charges in your refund. All returns will be subject to an $11.95 processing fee.
What if I received a damaged, defective, or incorrect item?
Should you receive a damaged, defective, or incorrect item, please follow the steps below: 1. Email our Customer Experience team with the item(s) you would like to return and the reason why Please note: You may be required to submit photos of items clearly showing any damages, defects, etc. 2. We will process your application and provide you with a replacement of the item(s) as soon as possible

Discounts& Rewards

Where can I find my rewards points?
All rewards information can be found by tapping on the button in the bottom right corner of your screen.
How do I earn rewards points (XoKool Steps)?
Rewards points (XoKool Steps) can be earned by performing a number of different actions. This includes making a purchase, following us on our social media platforms, leaving reviews for products that you've purchased, and more! Full details can be found by tapping on the button in the bottom right corner of your screen.
Do you have any current discounts?
For the most up-to-date information on discounts, promotions, or sales, please sign up for our newsletter at the bottom of the page. You can also view the announcement bar located at the top of the screen for the latest news. By downloading our mobile app, you'll be eligible for exclusive deals and early access to drops and discounts.
Do you offer discounts for my first order?
Yes! By subscribing to our newsletter you will also get a 10% discount on your first order.
Do I get rewarded for referring a friend to XoKool?
Of course! This is possible through our rewards program located in the bottom right corner of the screen. You will receive a unique referral code to share with your friends and family that will give you and them both a discount on your purchase.
I placed an order but forgot to use a coupon. Can I add it now?
If your order is eligible for a specific discount code, our Customer Experience team will gladly help you out. Please keep in mind that most of our discount codes are time sensitive and product specific. We won't be able to accommodate discount codes for orders that are made outside of the code's guidelines.
Why isn't my discount code working?
There's a few reasons why a code may not be working:

1. The code was entered incorrectly

2. The code has already expired

3. The code doesn't apply for the products in your bag

Can I use multiple discount codes on one purchase?
Only one discount code can be used per purchase. Our prices are already as low as they can possibly get with the use of one code. We appreciate you understanding!

Product& Stock

How can I add an item to my wishlist?
Right now, you can only add an item to your wishlist through our mobile app. After you download the app and sign into your account, simply tap the heart on the item you like and it will be added to your wishlist.
How do I leave a review?
You can leave a review on a product after you receive the order. You'll receive an email inviting you to leave a review and be rewarded with MLO Steps once you have completed your review.
How can I get notified when an item is back in stock?
The best way to be notified when an item is back in stock is through our mobile app. Select the style and size you wish to be notified about and tap on the button labeled "Notify me when back in stock" to receive a push notification directly to your phone as soon as the product becomes available for purchase.

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