FAQ Place an order

You can also use Klarna afterpay at Xaralyn. Pay for your new fireplace safely and easily. 

As soon as we receive approval from Klarna, we will process the order immediately. However, it is possible that the subsequent payment by Klarna is sometimes not accepted.

First of all, you will have to request an account with Klarna. As soon as this is approved, you will receive a credit from Klarna. Klarna recommends choosing a low amount if you order something with postpay for the first time. The more often you order via the Klarna post-pay method, the credit amount they grant will also increase.

A payment afterwards that is refused by Klarna can sometimes have a very simple reason:

• A small typo in the personal data.
• An old or incorrect email address.
• You are a new customer at Klarna and have no payment history with them yet, the purchase amount may be too high.
• The amount to be paid afterwards is higher than the credit that Klarna provides on the basis of the information provided by you.

For privacy reasons, we do not receive information from Klarna as to why a payment is declined. If you are refused by Klarna, it is best to contact the Klarna helpdesk yourself (tel. +31 20 8082852).

In our Experience Store in Broek op Langedijk (near Alkmaar) you can view all products and take them with you if you wish.

In our Experience Store in Broek op Langedijk (near Alkmaar) you can view all products and take them with you if you wish.

The statutory warranty applies to all items that you purchase from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it. In addition, all our products have a minimum of 24 months manufacturer's warranty or production or design errors. This warranty does not affect the legal warranty.

We provide a longer guarantee period for various items. This period is then specified in the relevant article.

If a product is used, it is subject to wear and tear. Parts that need to be replaced due to wear and tear are called 'replacement parts' (such as the tires of a car), these parts have a known limited lifespan depending on use. You can easily reorder these parts in our webshop. See further Customer service.

All our prices include VAT and delivery above a minimum order amount (see shipping and returning for details).

We guarantee you a fast delivery and the best possible service.

​If you unexpectedly see a lower price for the same product, you will receive the same price from us (even after your purchase). We call this price guarantee!

We supply virtually all our products from stock and are ready for transport the same working day as your order.

Deviating delivery times or limited stock are listed directly below the 'add to shopping cart' button..

If the order is sent with a parcel service, you will receive a track and trace with which you can follow your order. We have contracts with special transporters for large or breakage-sensitive items. The carrier will make a personal delivery appointment with you here.

Depending on your order, it will be delivered with a parcel service or special carrier. The order is delivered as standard for the first threshold that gives access to your home or complex.

As a private individual with a delivery address within the EU or the UK, it is not possible to order without VAT. For other countries such as Switzerland or Norway we deliver without VAT (for VAT and import duties you will receive additional tax from the relevant government)

For business orders (companies with a valid VAT number) please contact our customer service. 

We deliver to all countries within the EU (except Cyprus and Malta), the UK and Norway.We have no agreements for transport for other countries. 

To send a package, you can submit a request to our customer service. A pallet shipment is only possible if you can organize it yourself.

No matter how well we pack your order, accidents during transit are sometimes unavoidable. If your order is delivered with visible transport damage, report this immediately to the delivery driver (do not sign for receipt). Check your order as soon as possible upon receipt. We will not process transport damage reported after 7 days.

In most cases, we will ask for a few clear photos so that we can assess the damage.

If we both decide to exchange the order, you will receive a shipping label from us allowing you to drop off your order at a DPD parcel point. If your order was delivered on a pallet and needs to be returned on a pallet as well, we will arrange the pick-up appointment.

You can track your order using the Track & Trace code you receive from us. If the delivery driver cannot deliver your package to you or your neighbors, it is often delivered to a parcel pick-up point.

If Track & Trace indicates that your package has been delivered, but you have not received anything, please first ask your neighbors if they accepted your package. If your package has not been delivered to your neighbors and is not delivered within three days, please contact us. We will ask DPD to initiate an investigation on your behalf.

For this DPD investigation, we need to ask you to fill out a DPD form. After this, you will need to be patient. The full DPD investigation can take up to 6 weeks. If your package is not found within this period, or if DPD cannot prove that they have delivered it, you will receive a new delivery from us.

We understand that it is very annoying when a package goes missing. This is a lot of work for us as well and always incurs costs. We will do our utmost to resolve this problem as quickly as possible. Please be patient.