Customer service

We ship to all countries within the European Union.

Prices

Shipping and return costs Netherlands:

Orders above € 50.00 are delivered FREE of charge.
For orders under € 50.00 we charge € 5.00 as a contribution to the shipping costs.

Returning an order from the Netherlands is free for you when using the return portal.

Shipping and return costs Belgium, Luxembourg and Germany:

Orders above € 50.00 are delivered FREE of charge.
For orders under € 50.00 we charge € 10.00 as a contribution to the shipping costs.

Returning an order from Belgium, Luxembourg and Germany is free for you when using the return portal.

Shipping and return costs Austria and France:

Orders above € 100.00 are delivered FREE of charge.
For orders under € 100.00 we charge € 10.00 as a contribution to the shipping costs.

Returning an order from Austria and France will cost you €10.00 when using the return portal.

Shipping and return costs other countries:

• For Denmark (Denmark only Pick-Up Parcelshop), Spain, Portugal, Italy, Estonia, Hungary, Ireland, Italy, Lithuania, Monaco, Poland, Slovenia, Czech Republic and Sweden the shipping costs are €20.00
• For Bulgaria, Finland, Greece, Croatia, Romenia the shipping costs are €30.00

For returning an order from these countries you pay the actual shipping costs.

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 see a summary of your order. It is still possible to adjust the order.
• • If you agree with the order, continue to check out

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. 

• • In case you choose to set up an account, it will not be necessary to fill out the details again for future orders (unless there are changes) and you will have a summary of all your orders.
• • With a direct payment, we need a minimum of details. However, you do not have access to your customer data.
• • After completing your details, you need to agree with the general terms and conditions and you need to choose a method of payment.
• • As soon as the payment is completed, you will receive a confirmation of your order and your order is finalized.

Lead time

Orders are processed immediately. Delivery time 1-5 business days (after receipt of the payment).

In case some or all items of your order are not on stock, we will inform you immediately by telephone or email.

If your order is sent with a parcel service, you will receive a track and trace code. When an order cannot be sent by regular parcel service, an appointment for the delivery is made by telephone or email.

Delivery

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

An appointment for delivery is made by telephone for larger orders that are transported on a pallet. In case you are not at home for the delivery an appointment is made.

Parcels are sent by Sendcloud. You will receive a message regarding the expected delivery date from Sendcloud. In case you are not at home at the time of delivery, you can make a new appointment for the delivery with DHL.

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.

Return a product

After receiving your purchase, you can view it as you would in a store. If you wish, you can return your purchase within 14 days after you have received it. Only products in original condition and which have not yet been put into use are eligible for a full refund.

You are responsible for ensuring that your return is properly packaged.

Returning a package:

1. The e-mail with your delivery confirmation contains a link to your personal return portal
2. Fill in the return form and add it to your return shipment 
3. You can create a shipping label yourself in the return portal. You then only have to stick the label on the package and drop off the package at a drop-off point

Returning a pallet:

1. You can make a pick-up appointment with us by mail

If you prefer to buy a shipping label yourself, you can use the following address:

Xaralyn
Vreekesweid 30
1721PR Broek op Langedijk
The Netherlands

Right of withdrawal

If you are not 100% satisfied with your purchase, you have 14 days to revoke the agreement without giving a reason. The term of withdrawal ends 14 days after the day:

• • of receipt of the product
• • on which the last item of an order with multiple items is received

You must deliver the goods without delay, but in any case no later than 14 days after the day on which you has notified us of the decision to cancel the agreement, to send it back to us or to hand over. You are on time if you return the goods before the period of 14 days 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 fill in our return form. We ask you to print this form, complete it and add it to your return shipment.
• • 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.
• • upon receipt of the returned product, we will send a confirmation by email. Your payment obligation will herewith expire.
• • have you paid for your order in advance? and if a credit has arisen due to the processing of your order, we will deposit it purchase amount including any standard costs for the return shipment as soon as possible, and in any case no later than 14 days after termination. We will wait with returning the balance until the product is received, or if you are able to proof that the product has been returned to us.

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

Sample form of withdrawal purchase.