FAQs

Choose a topic or question to find answers to questions often asked by our customers.

Registration

  • Registering with XOM is easy. Go to the top-right corner of our homepage, “My account/Register”, and fill in your contact details. You will then receive a confirmation e-mail from us, and we will verify your information—this usually takes less than one business day. As soon as your account is activated, you will receive a welcome e-mail asking you to set a password.
  • Please re-enter your password, checking it carefully. For security reasons, passwords are case-sensitive. If you are still unable to log in, click on “Forgot Password” and follow the instructions. If this still doesn’t help, please contact service@xom-materials.com.
  • Log in using the “My account/Sign in” button at the top-right of the screen. Under the menu item “My account” you will find the tab “My sellers”. To request a personal customer number from a seller, click on the “Request personal customer number“ button below “Customer number”. The seller will check your request and assign you a personal customer number. The seller can then use this number to give you personalized prices, which will appear automatically in the product listing.

     

     

     

     

Ordering

  • Once you are logged in to XOM Marketplace, you can choose from our portfolio of several thousand products. Please note that some of our sellers require you to request a price before you can place the item in your shopping cart.

  • Products that you can configure individually have a “Configure article” button on the search results page. Alternatively, you can configure the item using the configuration interface on the article detail page.

  • If you give a delivery address that your selected products cannot be delivered to, they will be removed from your shopping cart. Our sellers set specific delivery areas for their products. If you are unsure about whether a specific product can be delivered to your delivery address, please select your delivery address before putting the item in the shopping cart. You can do this by clicking on the “Deliver to” button.

  • Unfortunately, it is not possible to split an order between different delivery addresses. If you need items to be delivered to different addresses, please place separate orders. You can select a delivery address during the order process or create a new address to which the entire order is to be delivered.

  • Sellers can attach factory certificates to specific products on Marketplace. If the factory certificate is not immediately available for download, please contact the supplier to request it after you place your order.

  • All your past orders appear in the “My account” section under “Order history”. If you want to repeat an order, simply select the order and then click on “Add to cart”.

     

  • On Marketplace you can assign your own article number to specific items. Simply click on “Your Article no.: add”, which appears below the product view, and enter your own article number. You can enter your own article number on the search results page, the product detail page, or in your shopping cart. Your own article numbers are then listed under “My article numbers” on the “My account” page. Please note that only you can see these numbers; they are not passed on to sellers.

     

  • When you submit an order, we automatically send you an order confirmation e-mail with a summary of the products you ordered. If you do not receive this e-mail within one working day, please contact XOM Customer Service [link]. The order confirmation e-mail means that your order has been forwarded to the seller; the seller then decides whether to accept or reject your order.

  • After you receive the order confirmation e-mail, the seller will check your order. Please note that the processing time depends on the individual seller. If the seller confirms your order, you will receive an order confirmation from the seller, making the contract legally binding.

  • If you have not yet received an order confirmation from the seller, you may still be able to change or cancel your order. This will depend on the seller and the processing status. Please contact the seller directly.

Delivery

  • You can specify a delivery address either when selecting a product, by clicking on “Delivery to >> Please select <<“ above the product categories, or by entering the address in the shopping cart. If you give a delivery address that your selected products cannot be delivered to, they will be removed from your shopping cart. Our sellers set specific delivery areas for their products.

     

  • We indicate delivery costs based on information the seller has provided. You can see the delivery costs for each seller in the shopping cart.

  • During checkout, you will be given an estimated delivery date. This estimated delivery date depends on the delivery address and other factors. The seller will indicate the actual delivery date on your order confirmation.

  • If you wish to make a complaint, please contact the seller in question directly.

Payment

  • Different sellers accept different payment methods. When placing an order, please consult the information the seller in question has provided.

  • Please contact the seller in question directly.

My account & personal data

  • If you forget your password, click “My account / Sign in” at the top-right corner of this page, then click on “Forgot Password”. Enter the e-mail address you used to register with XOM. You will then receive an e-mail with further instructions. If your e-mail address is no longer correct, please contact service@xom-materials.com

  • Your default billing address is the company address that you gave during registration. If you wish to change this, please contact service@xom-materials.com

  • We take IT security and data privacy very seriously. We follow a rigorous authentication process and ensure the utmost security. Learn more about our commitment to protecting your data here.

  • Please contact service@xom-materials.com with your user details.

Further questions?