We supply all our products from our own stock. If a product is not in stock or has a delivery time, this is clearly stated in advance. We ship to all countries within the EU, United Kingdom and Switzerland.

About your order

Prices
All prices listed in our webshop include VAT. The VAT rate and shipping costs are calculated based on the delivery address.

Shipping and return costs to the Netherlands*, Belgium, Luxembourg and Germany*.
Orders over €50.00 are delivered FREE. For orders under €50.00 you will find the rates in the shipping costs table.

*For pallet deliveries to the Islands, an additional charge applies. No surcharge is applied for packages.

Returning an order in the Netherlands, Belgium, Luxembourg and Germany with parcel post is FREE for you when using our returnportal. You pay the actual costs for returning a pallet shipment.

You can of course always arrange the return shipment yourself, but the costs will be at your own expense.

Shipping and return costs Austria and France*.
Orders over €100.00 are delivered FREE. For orders under €100.00 you will find the rates in the shipping costs table.

*For pallet deliveries to the Islands, an additional charge applies. No surcharge is applied for packages.

Returning a package order from Austria and France will cost you €10.00 when using the returnportal. 
For returning pallet shipments, you will be responsible for the actual costs incurred. (read further).

You can of course always arrange the return shipment yourself, but the costs will be at your own expense.

Shipping and return costs 'other EU countries'.
Orders over €1000.00 are delivered FREE. For orders under €1000.00, shipping costs will be calculated in the shopping cart. In the shipping costs table you will find the rates for one postal package. 

Returning an order by parcel post from Bulgaria, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Italy, Croatia, Latvia, Lithuania, Malta, Poland, Portugal, Romania, Slovenia, Spain, the Czech Republic or Sweden you have to arrange by yourself.

Shipping and return costs United Kingdom.
Orders over €1000.00 are delivered FREE. For orders under €1000.00, shipping costs will be calculated in the shopping cart. In the shipping costs table you will find the rates for one postal package. 

Import duties and VAT are handled by Xaralyn UK. Apart from the purchase amount and any shipping costs, there are NO additional costs.

You have to arrange the return of an order from the United Kingdom yourself.

Shipping and return costs Switzerland.
Orders over €150.00 are delivered FREE. For orders under €150.00, shipping costs will be calculated in the shopping cart. In the shipping costs table you will find the rates for one postal package. 

Import duties and VAT are handled NOT by Xaralyn. ( Berechnungsbeispiel - Steuerbarer Warenwert )

You have to arrange the return of an order from Switzerland yourself.

Shipping costs below the freight-free limit

The Netherlands	€ 7,50
Belgium	€ 10,00
Germany	€ 10,00
Austria	€ 15,00
France	€ 15,00
Luxembourg	€ 10,00

Placing an order

• Ordering is fast and easy
• Select a product and click on the "order" button
• Choose between "continue shopping" and "continue to payment"
• You will then receive an overview of your order. In this overview, you can still adjust your order.
• If you agree with your order, you proceed to checkout. 

Payment

When checking out, your are requested to fill out your details. These are necessary in order to process your order. The fields marked with (*) are obliged.

• If you choose to create an account, you will not need to re-enter your details for future orders (if they have not changed) and you will have a good overview of your orders.
• With a direct payment, we need a minimum of details. However, you do not have access to your customer data.
• After entering your details, you need to agree to the terms and conditions and choose a payment method.
• Once your payment is completed, you will receive a confirmation and your order will be finalized.

Lead time The Netherlands
Orders are processed immediately after payment. Your order will be ready for shipment the next working day at the latest. Package: usually delivery time 1-3 working days (you will receive a track and trace code). Palette: usually delivery time 3-5 days (an appointment will be made with you).

EU
Package: usually delivery time 1-3 working days (you will receive a track and trace code). Palette: usually delivery time 3-5 days (an appointment will be made with you).

UK & Switzerland
Package: delivery time usually 3-5 working days (you will receive a track and trace code). Pallet: delivery time 1-2 weeks (an appointment will be made).
(deliveries can be delayed by customs, we have no influence on this)

If we do not have your entire order or a number of products from your order in stock, we will inform you immediately by telephone or e-mail.

The delivery times provided by us are an indication. We do not have our own transport service and therefore depend on an external carrier. During peak times (such as holidays), disasters, or strikes, your order may experience delays.

Delivery
We work with different carriers. It depends on your order which carrier is used for the delivery.

Packages are shipped via DPD; you will receive a message from DPD when they expect to deliver your order. If you are not home at the time of delivery, you can arrange a new delivery appointment with them.

For large items that are transported on a pallet, an appointment will be made with you in advance by telephone.

A delivery on a pallet is standardly made on the ground floor in front of your house. Different deliveries are only possible on request, extra delivery costs may be charged for this.

Transport damage

No matter how well we package your order, an accident during transport is sometimes unavoidable. If your order is delivered with visible transport damage, report this immediately to the delivery person (do not sign for receipt). Check your order as soon as possible after receiving it. Transport damage reported after 7 days will no longer be processed.

Right of Withdrawal

If you are not 100% satisfied with your purchase, you have 30 days to withdraw from the agreement without giving any reason. The withdrawal period expires 30 days after the day:

• you have taken possession of the item
• on which the last item of an order with multiple items is received

ou must return the goods to us immediately, but in any case, no later than 30 days after the day on which you communicated your decision to withdraw from the agreement. You are on time if you send the goods back before the 30-day period has expired.

We ask you to take the following steps when returning (part of) your order:

• For a quick and correct handling of a product that you return, we ask you to use in our returnportal .
• Return the product, if possible, in its original packing, undamaged. In case the product is damaged anyway, we will accept the return, but the damages will be charged to the customer.
• If you received a free product with your order, please return it.
• When we have received your returned item, your payment obligation will lapse.
• If you paid for your order in advance and a credit has arisen due to the processing of your return, we will refund the purchase amount, including any standard shipping costs, as soon as possible, but no later than 14 days after receiving the item. We will wait with the refund until we have received the item or you can prove that you have returned the item to us.

You can also use the model withdrawal form for the cancellation notification, but you are not obliged to do so.

NL Modelformulier herroeping aankoop. 

EN Model purchase revocation form.

FR Modèle de formulaire de révocation d'achat.

DE Muster-Widerrufsformular für den Kauf.

Return a product

After receiving your purchase, you can inspect it as you would in a store. If you wish, you can return your purchase within 30 days of receiving it. Only products in their original condition and not yet used are eligible for a full refund.

In some situations, a depreciation may be applied.

1.      In case of product damage: Ensure the product is well-packed when returning

2.      Incomplete return: Return everything complete (including accessories, user manuals, and any loose parts)

3.      Signs of use: A bioethanol fireplace, bioethanol burner, or water vapor fireplace will show signs of use even after a single use. If you want to extensively test such products at home, order a test model

Returning a package:

1. Go to our return portal and fill in the return form here.
2. You will receive a shipping label from us (only for the Netherlands, Belgium, Germany, France, and Austria) or you can purchase a shipping label yourself.​
3. Then drop off the package at a drop-off point and keep the tracking number.

Returning a pallet:

1. You can make a pick-up appointment with us by mail. The costs for returning a pallet are for the customer.

If you purchase a shipping label yourself, you can use the following address:

Xaralyn
Vreekesweid 30
1721PR Broek op Langedijk
Nederland