Support

1. Before You Reach Out

Many common questions are already answered in our Help Center. We highly recommend reviewing our FAQ and guidelines sections before submitting a request, as this might provide an immediate solution to your inquiry.

2. How to Reach Support

If you need further assistance, please send your question, report, or request directly to our support team at:

3. What to Include in Your Request

To help us understand and resolve your issue quickly, please ensure your message includes the following details:

• Your full legal name and the email address associated with your XILA account
• A clear and detailed description of your question or the issue you are experiencing
• Any relevant order IDs, listing IDs, or transaction references
• Screenshots or screen recordings that illustrate the problem, when applicable

4. Expected Response Time

We typically aim to respond to all inquiries within 1 to 2 business days. Please note that more complex matters—such as billing investigations, account security reviews, or safety disputes—may take additional time for our team to thoroughly investigate and resolve.

5. Account & Security Inquiries

For issues related to compromised accounts, password resets, or two-factor authentication, please reach out to our security team immediately. Please note that XILA representatives will never ask for your password over email or chat.

6. Billing & Payment Disputes

If you have questions about a recent transaction, marketplace fees, or need to request a refund under our Buyer Protection policy, please ensure you include the exact transaction ID and date in your support message.

7. Trust & Safety

To report a violation of our Community Guidelines, suspicious activity, or a fraudulent listing, please contact our Trust & Safety team. Your reports are kept strictly confidential and are vital to keeping the XILA marketplace safe.

8. Intellectual Property (DMCA)

For copyright infringement claims, please do not use the general support email. Instead, refer to our DMCA / Copyright policy page for specific instructions on how to submit a formal takedown notice to our designated Copyright Agent.

9. Contact Information

If you have any questions, concerns, or need further assistance navigating our platform, please do not hesitate to contact our support team. We are committed to transparency and providing excellent service, and we will respond to your inquiries promptly.

Email: support@xila.com
Phone: +44-7878167416
Address: Xila Ltd, Suite E, Ground Floor Profile West, 950 Great West Road, Brentford, TW8 9ES, United Kingdom