Shipping & returns

Carefully packed in the UK. A small new arrival for your world.

Dispatch and postage

We aim to dispatch within the estimate shown on the product page after payment, excluding weekends and UK bank holidays. Delivery time starts after dispatch. Great Britain orders are sent with Royal Mail Tracked 24, with base postage of £4.65 for up to 10 kits. International orders use Royal Mail International Tracked. International postage is calculated for the selected destination and quantity, with price bands for up to 2, 5, 7 or 10 kits. The product page shows the delivery charge and total before you continue to payment.

Any additional packaging fee is added once per order and included in the delivery charge shown on the product page before payment.

Delivery is available to England, Scotland and Wales and the international destinations listed on the product page. Northern Ireland and BFPO delivery are currently unavailable. For Great Britain, choose an active or dormant dry culture and prepared gel or Alien substrate powder. International orders contain a dormant dry culture with Alien substrate powder.

Enter your delivery address on Xenling and check the review before continuing to Stripe. That address is fixed for the payment session. Return to the product page before paying if you need to change it.

Your Xenling comes in a random colour. For United Kingdom orders with prepared gel, the gel also comes in a random colour.

Track your arrival

Use Xenling order tracking with your order number and email for payment and dispatch status. When a postal tracking reference is available, it will appear there. You can also enter it on Royal Mail’s tracking website. Carrier scans may take time to appear.

If an order seems delayed or missing, email xenling@okwi.com with your order number. We remain responsible for getting the order to you; you do not need to resolve a delivery claim with the carrier yourself.

International delivery

Only destinations offered in the product page selector can be ordered. Availability may change if a postal service is suspended or a destination cannot be served. A dormant Xenling is a viable living culture, ready to be reactivated with care. Delivery estimates are not guarantees; customs checks can add time.

No UK VAT is added at checkout. Import taxes, customs duties and postal handling fees may apply. How these are collected depends on the destination and postal service; some routes require payment before dispatch, while others collect charges at destination. Check your destination's customs requirements before ordering. If we cannot fulfil an order, we will contact you and refund any payment for it.

Changed your mind?

Tell us within 14 days of delivery if you wish to cancel, then return the order within a further 14 days. Email us before returning a living culture so we can explain appropriate packing. For a change of mind, you pay the direct return postage. We refund the item price and the basic outbound delivery charge within 14 days of receiving the goods back or evidence of return. A deduction may apply for handling beyond what is needed to inspect the goods.

Something is wrong

If the item is damaged, faulty or not as described, contact us promptly with your order number and a description of the problem. A photograph can help but does not replace your consumer rights. We will arrange an appropriate remedy and reasonable return costs where applicable. Natural differences in colour and growth are normal; they do not remove your rights if the product is faulty.

Return address

Please include your order reference. Do not send returns to the registered office.

Cancellation form

You may use this wording, but it is not compulsory: “To QODE LTD, xenling@okwi.com: I give notice that I cancel my order for [goods], order number [number], ordered on [date] / received on [date]. My name is [name] and my address is [address]. Date: [date].” For a paper notice, add your signature.

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Last updated: 15 September 2026. Print or save this page