Frequently Asked Questions

Shipping Information

How do you send the items?

Items are shipped by FedEx (Our Standard Shipping) and you also have the option in the checkout to use a courier if you prefer. We only proceed shipment after confirmation of payment. Next day delivery is available on all orders. This method of delivery is fully insured. Every Products Ordered are sent by FedEx First Class Delivery by default, however you can always upgrade to Special Delivery in the checkout. 9am delivery is also available in the checkout process.

How long will it take for my order to ship?

Customers can expect their orders to arrive within 48 hours for domestic addresses and 1-2 weeks for international, military, and PO box addresses.

Do you ship to BFPO addresses?

Yes, this is absolutely fine, and the delivery charge is calculated in the checkout.

Do you ship to international locations?

Yes. Simply checkout as usual and select your country as normal. Delivery to locations is shown in the checkout. Delivery outside Ghana is usually an extra cost, depending on the country. All delivery options are displayed in the checkout process.

How much is delivery?

Delivery is free of charge for all orders above GHS 200. Delivery to international locations is calculated in the checkout.

Can I ship to an address other than my billing address?

You can only ship to an address that differs from your billing if you write it at customers special note at checkout. Aside that all other forms require us to ship to your billing address.

WHAT ARE YOUR SHIPPING POLICIES AND TIME FRAMES?

Orders placed Monday-Saturday before 5:30 PM GMT will begin processing that day (excluding holidays). Orders placed after 5:30 PM GMT will begin processing the following business day. Orders placed on Saturday after 5:30 PM GMT will begin processing on the following Monday.

Processing typically takes 2 to 5 hours. (After the payment confirmation)

We currently do not process orders over Sunday and on holidays. Orders shipped via FedEx may arrive the next Day (post office discretion). All other methods of shipment do not offer delivery on Saturday or Sunday.

Legal title to purchased product transfers to the buyer at point of shipment.

What kind of packaging do you use to protect my watch or sneaker in transit?

For maximum protection, we use our own custom-cut cardboard boxes which snugly fit the boxes of all watch sneaker brands which we sell, filled with air bags or polystyrene. Also, we appreciate that the purchase of a watch or sneaker is often intended as a gift, therefore all of our packaging is completely unbranded with no mention of ‘Xodiex Shop’ or ‘Xodiex.com’ on it.

“Perfect packaging and description.Very quick delivery. A pleasure thankyou”

“Amazingly fast delivery, and in perfect condition – full marks!”

“Excellent service.next day delivery. great packaging. Item received in great shape.Thanks “

Can you deliver to work addresses?

Yes. You can choose to have your purchases delivered to an alternate work or residential addresses without a problem. Simply specify your chosen delivery address in the checkout.

Can you deliver on a Sunday?

Unfortunately, we are unable to deliver on Sundays at this time.

Will customs and duties be included for international orders?

No. Custom and duty fees for international orders are billed upon package delivery.

WILL I BE CHARGED FOR THE PORTION OF MY ORDER THAT DID NOT SHIP?

No, if an item you have selected is out of stock, you will not be charged for the out of stock item. We will notify you regarding your updated order status.

Payment Information

Which payment methods can I use on Xodiex.com?

On our website (PC) you can use the following payment methods:

Mobile Money,
Visa, MasterCard, Maestro, American Express, Wire Transfer

Can I pay by cheque?

We no longer accept cheques as payment, please see: How to buy watches.

How can I pay with my credit/debit card?

On our website you can pay with Visa (credit and debit cards), MasterCard, Maestro debit cards, and American Express. Please follow the steps below:
1. Select Credit/Debit card on checkout page
2. Enter your card information
3. Click Pay Now
4. Your payment will be verified within 24 hrs

Orders and Returns

My order hasn’t arrived yet?

While the vast majority of items do arrive on time, there are occasional postage delays, especially at this time of the year. Invariably domestic orders will turn up within a couple of days, but if after 10 working days your item hasn’t arrived please email info.xodiex@gmail.com. We will begin a lost in post claim, and issue you with either a replacement or a refund immediately.

How do I cancel or change my order?

We begin processing your order immediately we receive payment. For this reason, we will not be able to cancel or change your order once you have submitted it to us. If you decide you do not want the merchandise, you can return your product by FedEx.

What if my watch stops working?

If you suspect your item is faulty please return it to us at your earliest convenience.

We recommend using a special delivery service ( FedEx ) so that the item is insured and trackable on it’s way back. Retain your receipt for postage and we will reimburse you for the cost if a manufacturing fault is confirmed. Alternatively, return your watch via your local Goldsmiths store free of charge.

Our returns department is incredibly efficient and dedicated to resolving any and all issues as quickly as possible.

“Great Seller! 10 out of 10! Unfortunately I had to send the watch back as it was too big for me. The after care service was great and I got my refund promptly. Would definitely use this seller again!”

“First rate service, even after i’d ordered the wrong watch. A quick phone call later & all was sorted. The watch, ordered on the Wednesday arrived first thing on Thursday in 1st class condition.”

I can’t sign in to my account. What can I do?

To sign into your account, please make sure you enter the correct registered email address (or Member ID) and password. Your password is case sensitive, so please check if your Caps Lock is on and also make sure there are no extra blank spaces in the password. 

What happens if my package is returned to Xodiex.com?

In the event that your package is returned to us, you will be refunded through gift card the original purchase price of your order minus initial and return shipping costs.

Why are your prices so low?

Xodiex.com delivers hundreds of watches and sneakers to customers every day in an absolutely efficient manner, enabling us under certain circumstances to offer special offers and exclusives. We buy all our products directly from the manufacturer in great quantity.

However, just because we sell watches and sneakers in great quantities, that doesn’t mean you won’t receive the same after care that you would benefit from if purchased at a high street store. Our sales lines are open 7 days a week and in the event of any problem our customer support lines are open Monday to Saturday. You also receive full technical support from the manufacturer, as well as their fully authorised warranty.

How do I know when my order is ready for pickup?

You will receive an email once the order is proceed. We only process your order when we received full payment. Our Standard Shipping (FedEx) will call the number given by you to deliver it to you personally.

What if I order a watch/sneaker and I don’t like it?

We operate a full 7 days refund policy, where if you change your mind on any purchase you can return it to us within 7 days for a full refund. All we ask is that the watch or sneaker is returned to us unworn.

Are batteries included in the watches?

Yes, brand new batteries are included in all watches. These are fitted at the factory by the manufacturer – your watch is ready to wear as soon as you receive it.

Do your watches come in boxes?

Yes, all of our watches come in the box from the correct manufacturer, exactly as you would get if you were to purchase them in a high street retailer. An example picture of product packaging is listed on each product details page.

We do not sell loose, unboxed watches.

Do your watches/sneakers come with guarantees?

Yes, all of our watches and sneakers come with the full manufacturer’s guarantee with our official distributor’s stamp. You can purchase from us assured with the knowledge that your watch or sneaker is fully guaranteed for the full period against workmanship faults.

Are you an official supplier of these watches/sneakers?

No. We are not an official supplier for all of our watch brands and sneakers.
We do not obtain watches or sneakers from the ‘grey market’ like some other internet websites. We deal with the manufacturer directly. You should beware of buying from companies who are not able to deal with the manufacturer directly and offer you the support you may need in the event of a problem, or obtain replacement parts. There has been an explosion of internet watch and sneakers websites over the past few years, and it can be difficult to determine which are official and which aren’t. With Xodiex.com, you are assured that we are approved dealers of every brand listed on this website.

Are these watches/sneakers actually in stock?

At Xodiex.com, we stock all of our watches and sneakers listed on this website and we currently hold over 1,000 watches and sneakers in stock. So, unlike some of our competitors, we ship our watches directly from our stock so you can be assured of speedy delivery. We hold our stock in a high security warehouse, and our stock turnover is rapid – so you won’t receive an old watch with a half-dead battery, or one that has been sitting on a jeweller’s shelves for years. Xodiex.com dispatches nearly 100% of orders on time.

Can I order by telephone?

Yes, you can order by telephone by calling (+233) 0544779083 (GH), or 0274115845 (GH) . Our sales lines are open 7 days a week.

Can I have someone else pick up my order?

Yes, but you must add their name during the ordering process: On the shipping page, there is a section to “Add Alternative Pickup Person.” If the person is not specified on the order, only the original purchaser can pick the order up.

How do I set up my shipping address when placing Secure Payment orders?

You can set up and confirm your shipping address when placing an order. Before you click “Place Order”,

How can I use my email address for a new Xodiex account?

If you have several Xodiex accounts and would like to link an existing email address to your new account, you need to: 1. Change the email address of your existing/old account first. At the moment, each Xodiex account can only be linked to one unique email address. 2. After you’ve successfully updated the address of your existing account, you can link your new account to the other email address.

WHAT IS YOUR RETURN POLICY?

You may return unworn and unwashed merchandise back to us within 7 days of receipt for a refund to the original form of payment. Sneaker and watch must be in new, never-worn condition with all original tags attached. If applicable, any protective inner lining must be intact to be accepted for return. Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.

Returns only by Fedex Postal Service:
Step 1: Complete the RETURN FORM (paperwork included with your order) and place it inside the return package – save the top portion for your records.
Step 2: Pack and seal the product securely in your Xodiex box (if possible) or any cardboard shipping box.
Step 3: Write your name and return address on the shipping label.
Step 4: Attach the prepaid FedEx Postal Service return label to the outside of the return package. Make sure to cover or remove any old shipping labels.
Step 5: The package can be picked up by the Postal Service at your mailbox or dropped off at the Post Office or FedEx Retail location. Please note, return shipping takes 2 business days to be delivered back to our Xodiex to process your return.

A full refund, excluding shipping charges, will be issued on unworn merchandise within 7 business days to the original form of payment.

Returns to a XODIEX Retail Store (not through other retailers such as JCPenney or Journeys):

We will gladly process your return for credit or exchange for products purchased at Xodiex.com or at a Xodiex retail store within 7 days of receipt. Please bring the following for your return:
1. Receipt or order number
2. Unworn/unwashed merchandise to return
3. Packaging
4. Return Form (paperwork included with your order)

Returns by Mail for Custom Shoes:

Please call customer service for Custom returns at (+233) 0544779083. Please note, all Custom products with uploaded images or embroidery are not subject for return.

REGISTRATION
HOW TO CREATE A SECURE PASSWORD?

For your safety, we require passwords to contain:
• At least eight (8) characters
• At least one (1) numerical character (e.g. 5)
• At least 1 uppercase letter (e.g. N)
• At least one (1) lowercase letter (e.g. t)

We recommend that you construct your password using the guidelines below. Following these guidelines makes it difficult for someone to guess your password.

• Use different passwords for different accounts. If someone does obtain your password for one account, this will prevent them from accessing your other accounts.
• Passwords should not be based on a user’s well-known or easily accessible personal information or that of his or her friends, family members, pets, etc. Personal information also includes logon I.D., name, birthday, address, phone number, social security number, or any permutations thereof.
• Passwords should not be words that can be found in a standard dictionary (English or foreign) or are publicly known slang or jargon.
• Passwords should not be based on fictional characters from books, films, and so on

IS THE XODIEX SITE SECURE?

Yes, Xodiex.com has implemented Secure Socket Layer technology, one of the most robust encryption platforms available. Your credit card information will be encrypted from the moment you enter it until your transaction is processed.

HOW ARE YOUR SHOES SIZED?

Our shoes are sized according to the US standard, as measured on a Brannock device (that cold metal thing that you used to stick your foot in when you were growing up). There is a good chance that you know your shoe size. If you do not, we suggest that you have your foot measured at one of our XODIEX Retail Stores nearest to you

WHAT ARE THE BENEFITS OF REGISTERING ON XODIEX.COM?

Benefits of registering on Xodiex.com:

• Access to track orders
• Review your order history
• Add multiple addresses and payment methods for easy checkout
• Easy-to-share favorites list
• Ability to personalize and manage your profile
• Be the first to know about Xodiex product news and special promotions

WHAT IS THE CUSTOMER SERVICE PHONE NUMBER AND HOURS OF OPERATION?

The Xodiex Customer Service phone number is (+233) 0544779083. You can also send us a text to (+233) 0274115845.

Our hours of operation are Monday through Saturday 7am – 8pm

You can also contact us via email at info.xodiex@gmail.com or by clicking Contact Us. We also have live chat operators available to assist you whenever you see the “Live Chat” button at the top of any page.

If you have any questions or concerns with regard to sizing or condition of a specific product on our site, please e-mail us before committing to purchase.

Refunds are ONLY processed based on fulfillment errors, such as incorrectly shipped or missing items.

Feel free to contact us with any questions.

MISC.

For all other inquiries, including technical issues, please contact customer support at (+233) 0544779083 , 7 days a week from 7AM – 8PM. International customers, please contact us at (+233) 0274115845

For information regarding consignment, please visit: xodiex.com/contact or email us at info.xodiex@gmail.com

Have More Questions?