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Customer service

How can we help you?

Frequently asked questions answered

In this section, you can quickly find answers to commonly asked questions.

Can I see the product before I pay?

In our Experience Store in Broek op Langedijk (near Alkmaar), you can view all products and, if desired, take them home immediately.

How can I contact customer service?

You can contact our customer service team by sending an email to info@xaralyn.com, calling +31 (0)226 331422, or using the chat on our website. Our dedicated team is available on business days to assist you with any questions or issues.

We are committed to providing fast and effective solutions to ensure your satisfaction.

My package has not (yet) arrived. What should I do?

You can track your order using the Track & Trace information you receive from us. If the delivery driver is unable to deliver your parcel to you or your neighbours, it will often be delivered to a parcel collection point.

If the Track & Trace information indicates that your parcel has been delivered but you have not received it, first check with your neighbours to see if they accepted the parcel on your behalf. If the parcel was not delivered to a neighbour and has not been delivered within three days, please contact us. We will ask DPD to start an investigation on your behalf.

For this investigation, DPD requires you to complete a claim form. After submitting the form, we kindly ask for your patience. A full DPD investigation can take up to six weeks. If your parcel is not found within this period, or if DPD cannot prove delivery, we will send you a replacement shipment.

We understand that a missing parcel can be very frustrating. It also creates additional work and costs for us. We will do everything we can to resolve the issue as quickly as possible and kindly ask for your patience during the process.