FREQUENTLY ASKED QUESTIONS
Here you will find answers to the most frequently asked questions.
You can contact us by sending an e-mail to us at firstname.lastname@example.org. You will receive an answer within 24-48 hours on weekdays (Monday-Friday).
What is 2XU?
2XU (pronounced “Two Times You”) is a sports brand that creates technical and advanced sportswear. 2XU was founded in 2005 in Australia.
How long do they last?
Our garments are built to perform. We carefully select our fabrics and materials to ensure the longest lifespan possible for our garments. The standard life of our garments is approx. 7 years, provided that the care instructions are followed for wear and wash.
How should I wash and care for my 2XU gear?
Washing instructions will be on the care tag of the individual gear you own. However, as a general rule:
- Machine wash in cold water with like colours
- Do NOT Tumble dry. Hang to dry in a cool shady area away from sun.
- Do not use bleach, fabric softeners or dryer sheets
- Do not iron
When storing, we recommend placing apparel in garment bag to protect from snags and prolonged exposure from sun. We recommend getting a delicates laundry bag for extra long use.
Do you have a size chart?
For optimum performance, your garments need to fit properly. We have included size guides on each of our product pages to assist you finding the perfect size.
What payment options do I have?
All prices stated on the website are in EUR and include local VAT. In collaboration with Adyen, we offer card payment (Visa, MasterCard).
Can I amend or cancel my order once it has been placed?
You can send an e-mail if you wish to cancel the order if the order has not been processed and we can delete the order before it has been sent. Contact us by sending an email to email@example.com.
If your order is packed and sent, we can unfortunately not cancel the order. You can then use the right of withdrawal when you receive the shipment. See the points below regarding returns and exchange.
I have questions about ordering in the web shop. Where can I get answers?
Questions about orders in the web shop are sent to us. Do this by sending an e-mail to us at firstname.lastname@example.org. You will receive an answer within 24-48 hours on weekdays (Monday-Friday).
How do I know if my order is registered?
An email will be sent automatically to the email address you provided when ordering. If there is a problem with your order, our customer service will contact you.
How do I use my discount or promotional code?
We have made it easy for you to use this service.
– Add the desired products to the shopping cart and go to checkout
– Under the products at checkout, you can enter your discount code. Click the “Add Discount / Promotion Code” button, then enter your code.
– Click “Add”
– The value of the code will be deducted from the total amount
Please note that promotional codes and discounts cannot be combined. If the amount is not reduced in accordance with the discount code, you can contact our customer service by sending an email to email@example.com.
Do you offer gift cards?
Gift card is unfortunately not available at the moment.
SHIPPING AND TRACKING
What is the shipping cost?
For orders under 100 EUR, the shipping cost is 5 EUR. Free shipping for orders over 100 EUR.
Order cut off dates for delivery before xmas
We recommend making an order as soon as possible to get it delivered before xmas. Please place your order before the expiration of the following dates in accordance with your country of delivery:
Estonia, Latvia, Lithuania: 13th December
Norway: 13th December at 11 am CET+1
Finland: 15th December
Sweden & Denmark: 19th December
We can not guarantee delivery before xmas but we will do our best to ensure that your order is sent on time. Our recommendations are based on information from our delivery partners and should only be seen as recommendations.
When will my order arrive?
All our products are safely and quickly shipped with DHL. Orders are processed Monday trough Friday, 8 AM to 3 PM CEST, excluding public holidays, and are usually shipped 1-2 working days from the time an order is placed.
When the order has been sent from our warehouse, an e-mail with delivery confirmation will be sent to your specified e-mail address. The package should reach you within 4-7 working days, depending on where you live. If you haven’t received the delivery within 7 working days, please contact our customer service at firstname.lastname@example.org. We can’t guarantee delivery within the specified time, but we do our best.
How do I know if my order has been shipped and how do I track it?
When the order is approved, you will receive an order confirmation sent to your e-mail. Once we have dispatched the order from the warehouse, you will receive a shipping confirmation email containing the tracking number. To track your order, paste your order number here: https://www.dhl.com/global-en/home/tracking.html
How long does a package stay at the post office before it is returned to 2XU?
The package is at the delivery point around 7-14 days. Please look at your delivery notification regarding the last collection date. If the package is still not picked up after the last pick-up day, it will be returned to us.
I have not received my order. What do I do?
To track your order, you can use the tracking number you received by e-mail in connection with the delivery confirmation. This can be done directly at: https://www.postnord.se/en/our-tools/track-and-trace.
If you do not find the answer to your question, you can contact us by sending an email to us at email@example.com. You will receive an answer within 24-48 hours on weekdays (Monday-Friday).
Do you deliver to countries other than Sweden, Norway, Denmark, Finland, Estonia, Latvia or Lithuania?
We only deliver within the specified countries. Unfortunately, you cannot order from the web shop if you live in another country. Please visit 2xu.com for your local distributor.
RETURNS AND CHANGE
What do I do in the event of a complaint?
If you want to complain about an item, you can do so by sending an e-mail to us at firstname.lastname@example.org. Please state your order number, which item it is, what the faulty is and send with pictures of the faulty. We will answer you before you send the item to us.
Items purchased from another retailer are not eligible for complaint to us. These must be complained about at the place of purchase.
Who pays for return shipping in the event of a complaint?
Return shipping is paid by us in the event of a complaint. But you must contact us before sending the product to us. See more information in the paragraph above.
When will my complaint be refunded?
We process your return as soon as we have received and evaluated your complaint. You will receive an e-mail with information that your complaint has been processed. Adyen or Klarna takes care of the refund and asks you for all the information they need for a refund.
How can I return a product?
Orders made in our web shop can be returned within 30 days after receiving the product, provided that the product and packaging are unused and in good condition.
In case of change of mind return, please enter the reason for return in the delivery note that came with the shipment together with your products. Follow the instructions in the delivery note. When we receive your return, we will return the amount you have paid via Klarna.
Return, change of mind and exchange rules
You have the right to change your mind of your purchase within 14 days of receiving your order. For you to feel secure with your purchase, we offer instead a 30-day right to return from the time you receive your order.
You as a customer have the right to try and examine the product at home. Avoid wearing perfume or deodorant that may leave marks or odours on the product when testing it. The right of return applies provided that the product is kept in unchanged condition and holds all original parts (notes, accessories, packaging, tags) as when you received your shipment. The product must be in the same condition as you received it, so it could be sold again. Note that we do not accept returns of socks and underwear for hygiene purposes.
If the quality of the product has been affected as a result of you as a customer having handled it more than is necessary, we have the right to deduct the refund corresponding to the depreciation of the product.
A delivery note with return information and a return shipping label are included in the package together with your products. Fill out your details and put it in the package together with the item you are going to return and place the return shipping label on the package. Please save the return receipt that you receive from the postal agent as proof of your return. You may not tape, put stamps, put return shipping labels or the like directly on the product’s original packaging. Therefore, it is important that outer postal packaging for shipping is used. Please use the same bag in which you received the order, as it can be resealed and thus minimize the environmental impact.
If you by chance did not receive a return shipping label or return note in your package, please contact customer service and we will help you. We are not responsible if you as a customer choose not to use the return shipping label made by us when you return your package. Products returned by cash on delivery are not approved by 2xu.com.
Upon approved return, a refund will be made as soon as possible. Refund will be paid to the same payment method you used for purchase.
If you want to change the size, please fill in the return note that was sent in the package together with your products, as with all returns. Please place a new order with the desired product.
Items purchased from another retailer are not eligible to be returned to us. These must be returned to the place of purchase.
Can I return underwear & socks?
We cannot accept returns of underwear or socks due to hygiene purposes.
When will my purchase be refunded?
We will process your refund as soon as we have received and inspected your return. You will receive an email confirming that your return has been processed. The funds will appear in the original account used to make the purchase. It generally takes between 2-5 weekdays until the money is refunded.
I got the wrong product. What do I do?
If the product was purchased in our web shop and we have sent the wrong product, please fill in the delivery note with return reasons that you received together with your products and paste on the return shipping label on the package.
If you have purchased the product from one of our retailers, you must contact the store where the product was purchased.
Send an e-mail to email@example.com with further information about yourself and what a possible collaboration could look like.