FAQ


  • WHAT FORMS OF PAYMENT DO YOU ACCEPT ON XCEL ONLINE?

    We accept PayPal, Visa and MasterCard credit cards.

  • DO YOU SHIP INTERNATIONALLY?

    No. At this stage we only offer express shipping within Australia. For more details on our shipping policy and prices please visit out shipping page by clicking here.

  • WHEN WILL MY ORDER SHIP?

    We aim to dispatch all orders placed before 2pm AEST (working days only) the same day. Packages should be received within 1-2 working days for metro areas, and between 2-5 days for regional areas. Estimated delivery time for bulky orders is 1-7 days and for Regional Areas from 7-14 days. A shipping confirmation email will be sent when your order leaves our warehouse. If it has been more than a few days since you placed your order and you have not received a shipping confirmation, please contact customer service.

  • HOW MUCH DO YOU CHARGE FOR DELIVERY?

    We are pleased to offer free Australian delivery on all orders over $100 using Star Track Premium (excludes bulky items). For orders under $100, we charge a $9.99 flat-rate for delivery using Star Track Premium (excludes bulky items).For more details on our shipping policy please visit our shipping page by clicking here.

  • I’M TRYING TO LOCATE MY ORDER. HOW DO I TRACK MY PARCEL?

    We aim to dispatch all orders placed before 2pm AEST (working days only) the same day. You will receive a shipping confirmation email as the order is processed through our despatch system and this email will contain your tracking number. You can enter this tracking number at www.startrack.com.au Tracking data will not update until later that night, so don’t be worried if your tracking link doesn’t work right away. If you have any further questions regarding shipping, please visit our shipping page click here) or contact customer service by clicking here.

  • WHY IS MY TRACKING INFORMATION NOT APPEARING?

    Once your package has shipped, it may take up to 24 hours for the tracking information to appear on the carrier's website. If it has been more than a few days since receiving your shipping confirmation and you do not see tracking information, please contact our Customer Service Centre here.

  • HOW ARE YOUR PRODUCTS DELIVERED?

    Xcel Online uses Star Track Premium for all regular sized orders. All bulky items are sent using Star Track Road Express. Regular sized orders placed before 2pm AEST (business days) will usually be received between 1-2 working days for metro areas, and between 2-5 working days for regional areas. Please allow between 1-7 days for a bulky item to be delivered (7-14 days for regional areas). Please note that these time frames are estimates only.

  • DO I NEED TO STAY HOME TO ACCEPT MY DELIVERY?

    No. All XCEL Online orders are shipped with Authority To Leave (ATL). This means that the courier will generally leave your order at the front door or letterbox. Once the parcel has been delivered to your shipping address, XCEL takes no responsibility for any damage or theft that may occur.

  • I ORDERED THE WRONG STUFF. WHAT DO I DO?

    We can not amend an order once it is placed. We only have a small time frame in which we can cancel the order. Please call us as soon as possible on 1300 113 529 if you would like to cancel. We can not guarantee that we can process a cancellation. If items have been processed in the system or shipped, xcelwetsuits.com.au reserves the right to refuse order cancellation or charge a cancellation fee should we able to request the return of the package from our delivery service.

  • MY ORDER HASN'T ARRIVED.

    Please contact customer service here or by calling 1300 113 529

  • CAN I EXCHANGE AN ITEM?

    We do not offer exchanges. If you wish to exchange a product, you will need to return the unwanted product for a full refund and place a new order for the items you would like.

  • I'VE SENT SOME ITEMS BACK FROM MY ORDER. HAVE YOU RECEIVED THEM?

    Please allow up to 7 days for your item to be received if sent via regular post. If you return your items via Express Post they will normally arrive to our warehouse within 1-3 days and be processed within 48 hours for refund. Depending on your banking institution, funds will generally drop back into your account within 3 - 5 business days from the time the refund is processed through our system. You will receive an email from our returns department to notify you when the return has been processed. Please check your inbox to see if you have received this email from us.

  • I NEED HELP WITH THE SIZING OF A PRODUCT. WHERE DO I FIND THIS INFORMATION?

    All products on the site have a Size Chart link on the product page, located on the right-hand-side . By clicking this link you will be taken to the relevant sizing information. These size charts are only a guide, but can give you a better idea of what size you might be. If you would like specific sizing information for a product you can email customerservice@xcelwestsuits.com.au and one of our team can measure your requested item and get back to you.

  • WHERE CAN I LEARN MORE ABOUT XCEL?

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