On weekdays ordered before 21:00, we ship the same day. Depending on where you live, the package will be delivered within 5 - 10 working days (after you receive the shipping confirmation email).
Our customer service team is at your service during office hours.
Register your Xtorm Product within 3 months after purchase and receive an extra year warranty on your Xtorm product.
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I placed an order but haven't completed the payment process. What should I do?
We will send you a payment reminder via email.
Why am I receiving a payment reminder from Klarna?
When you placed your order, you chose the Klarna payment method. You will receive an invoice via email from Klarna after we have shipped your order. If the invoice amount is not paid within 14 days, you will receive a payment reminder from Klarna.
Have you already paid the invoice and still received a payment reminder? Then contact Klarna.
Where can I use my voucher code?
You can enter your voucher code in your shopping cart or during checkout. Make sure you use the coupon code before paying for your order.
We will not refund you for the discount that you did not use during checkout.
Can I change the information on my invoice?
Once the order has been placed, this is no longer possible.
I would like to receive an invoice
Please first check your e-mail to see if you can find your order confirmation with invoice there. If this is not the case, you are welcome to contact our customer service. We would be happy to send you the invoice again.
Contact: info@xtorm.eu
What is the status of my order?
If you place an order on geckocovers.com, you will receive an e-mail confirming your order. Open the link in your email to check the status of your order. If anything is unclear, please contact our customer service by email: info@xtorm.eu.Once your order has been dispatched, you will always receive a confirmation email.
How do I cancel my order?
We process your order right after your order is paid. If there is anything wrong with your order, please contact our customer service by email at info@xtorm.eu for further assistance.Orders that have already been shipped can no longer be cancelled.
I used the wrong address when I placed my order, can it still be changed?
We recommend that you contact our customer service as soon as possible so that we can change your address. Please note that we cannot change the address after the package has been shipped.
I have not received my order. What now?
Check the tracking link in the shipping confirmation email. If you were not at home for delivery, the delivery company may have sent your order to the nearest post office.
If this does not answer your question, please contact us: info@xtorm.eu (include your order number in the email).
I have ordered several items. Will I receive my order in one package?
If you order more than one item, your order will be shipped in one package. It may be that one of the items you have ordered is temporarily out of stock. Your order will then be shipped as soon as all items are available. Unless you wish to cancel any of the items, please email us at info@xtorm.eu.
My order has been shipped, when can I expect it?
Depending on where you live, the package will be delivered within 5 - 10 business days (after you have received the shipping confirmation email).
Will I receive a tracking code?
Yes, you will receive a tracking code. We always ship your order with Track & Trace; You will receive an email with the tracking information as soon as your package has left our warehouse.
What are the shipping costs?
Full overview can be found here
What is the warranty?
After receipt, you have a 14-day reflection period to indicate that you want to exchange or return. After this you still have 14 days to return the product.
All our products have a 2 year guarantee. Please send us proof of payment (invoice or receipt) of your purchase if you wish to make a warranty claim.
How can I exchange or return my order?
Contact us to obtain a return address to send the cover back to us. Please note that return shipping costs are non-refundable.
Who bears the return costs?
Did you receive a damaged product or wrong product? In these cases we bear the return costs.
For any other reason? Then you bear the costs of a return yourself.
Which products are non-returnable?
Not all products can be returned. The following products are excluded:
- Items that can only be used once, such as screen protectors (once the packaging has been opened);
- Items that are damaged through your own fault;
- Products whose packaging is missing or badly damaged.
I've changed my mind and no longer want the product.
The order has not yet been shipped: Contact us as soon as possible so that we can (hopefully) cancel the order in time.
The order has already been shipped: please refuse the order from the delivery company. Send us an email stating that you declined the order at the door.
I have already received the product: Contact us to obtain a return address to which you can return the cover to us. Please note that return shipping costs are non-refundable.
I received the wrong product
We are sorry this happened! Please contact our customer service so we can fix this issue for you.Please send us a picture of the wrong products when you contact us and your order number. Contact: info@xtorm.eu
I received damaged products
I want my money back. How long does it take for the amount to be credited to my account?
We will refund the amount immediately after receipt of the return to your account. On average it can take up to 3 business days for the funds to be in your account.
Order and delivery of an item purchased from a partner
You may have ordered a product from Xtorm (or accessory) from one of our partners. If you have any questions, complaints or other comments about this product, we would like to ask you to contact the respective partner first.If this does not provide a solution, please contact our customer service via email: info@xtorm.eu.
I am not satisfied, where can I complain?
We find it very important that all our customers are satisfied. If you are not satisfied, please contact our customer service. We would like to find a solution to your complaint. You can address your complaint to: info@xtorm.eu.
Please include your name, address and order number with your complaint so that we can process your complaint as quickly and effectively as possible.
Where can I see your products?
We sell our products in numerous electronic stores in many European countries. To name just a few: You can find our covers at Mediamarkt, Saturn and many more.
When can I expect a reply to my email?
We will reply to your emails within 48 hours (excluding weekends).
I would like to unsubscribe from the newsletter
To unsubscribe, simply click on the "Unsubscribe" button at the end of the newsletter. Or contact us if that didn't work.
Do you have promotions and discounts?
To keep up to date with the latest promotions and discount codes, we recommend signing up for the newsletter or following our social media channels.
Do you own other brands?
Yes, we have more brands - Xtorm is owned by the same owners of the brands: Gecko Covers, Njord and Linq.
