Frequently Asked Questions

1. Registration / Account

How can I register at XOM?

If you are currently customer of one of our vendors, please reach out to your sales agent who is able create your account. We will provide a service for self-registration shortly - please be patient.

I am already customer of Outokumpu or another vendor - how can I sign in?

If you are currently customer of one of our vendors, please reach out to your sales agent who is able create your account.

In case that you cannot reach your sales agent, please contact our customer service (service@xom-materials.com)

You will receive an email shortly with your login credentials and you will be promted to create a new password.

How can I sign in?

Please click on the "Login" tab in the top right corner.

I forgot my password.

If you can't find your login information, you can recover your password by clicking on the login button and then on "Forgot your password?". Please type in your email address in the popup window. If your email address is not up to date, please contact our customer service (service@xom-materials.com).

I cannot login

Please try again and be aware that our system is case-sensitive for security reasons. If the problem persists, please reset your password or contact our customer service (service@xom-materials.com).

How can I change my user details?

You can change your user details by clicking on the "Login" tab and then typing in your login credentials. Once you have logged in, click on "my account" and then "profile". Here you can alter your password as well as your personal information.

Is my data safe?

Our systems are developed against highest standards of IT security and we care about your data. Please refer to our Data Privacy Policy for more information about the use of your data.

How can I delete my account?

Please contact our customer service (service@xom-materials.com).

Can I order as a private customer?

If you are a private customer you can not use XOM. We are only serving commercial customers due to legal constraints.

2. Payment / Invoice

Which payment methods do you offer?

Currently, it is only possible to pay via advanced payment or on account.

Which terms of payment do you offer?

Your terms of payments are set by our vendors. Please notice that you may have different terms of payments with different vendors.

I have questions regarding my invoice

Please reach out to your respective sales agent of the vendor or contact our customer service (service@xom-materials.com)

How can I change my billing address?

Please contact our customer service (service@xom-materials.com).

Can you send me the invoice again?

Please contact our customer service (service@xom-materials.com).

3. My Order

How do I know that my order is being processed?

Once you have ordered you will automatically receive an order confirmation via email, showing a recap of your chosen products. If you did not receive a confirmation email within 1 working day, please contact our customer service immediately (service@xom-materials.com).

How can I change my order?

As long as your items have not left the stock holding facility it may be possible to change your order. In this case please contact our customer service (service@xom-materials.com) or your respective sales agent at the vendor.

How can I change my delivery address?

You can type in a new delivery address during the check out process, or simply add a new address to your profile.

Something went wrong with the order

We regret that you have encountered an issue. Plase contact our customer service (service@xom-materials.com), so that we can improve our services.

Do I have the right to cancel my order?

You can find all information about your right of cancellation in the terms & conditions of thre corresponding vendors.

How can I claim the delivery

Please reach out to your respective sales agent of the vendor or contact our customer service (service@xom-materials.com)

How can I cancel on order?

As long as your items have not left the stock holding facility it may be possible to change your order. In this case please contact our customer service (service@xom-materials.com) or your respective sales agent at the vendor.

4. Delivery

Where can I save different delivery addresses?

You have the option to enter several delivery addresses to your profile. Additionally, you may add an address during the check-out process.

Do you deliver to other countries?

Currently, XOM is focused on Germany. We will expand to other countries this year though.

Can I pickup an order?

Currently, we do not offer an option for pickup.

How long does the delivery take?

Delivery times depend on the location of your choosen products.You will be given an estimated delivery date whilst ordering. Please check the order confirmation for actual delivery date.

What is the deadline to receive an item the next day?

You will be given an estimated delivery date whilst ordering. If you require a different or ealier date please contact our customer service or the respective vendor.

5. Products / Prices

How do I see my personalised prices?

In case that a personalized price has been set, it will be indicated in the product listing. If you negotiated a special price but you are only shown the list price, please contact our customer service (service@xom-materials.com). Please note that it may take up to 24hrs to load your prices after registration.

I can't find a product I am looking for

Please be aware that our current range of products shown is still limited. We are working on expanding our online range. If you require a product that is currently not displayed, please contact your sales representative of the respective vendor

Do you offer modifications of the material?

We will offer modifications soon. Up to then, please use the "comments" section during check-out