Returns

You can return your order to us within 30 days. If you want to return a package at our expense or if you want help returning a pallet shipment, please fill out the return form below in full and click send.

To return a package, we will send you a return label* by email. Print this out and stick this label on your package and hand it in at the nearest DPD point. To return a pallet, we will make an appointment with a carrier for you.

Make sure your return shipment is well-packaged.

Upon receiving your return, we will inspect it and if your return meets the conditions, you will be refunded the full purchase amount including shipping costs (outbound) as soon as possible. If there are any costs for a return shipment (inbound), we will deduct these from the refund.

Return form

Return shipment costs for a package

Netherlands, Belgium, Luxembourg and Germany: when using our return form, free for you, we pay the costs
France and Austria: when using our return form, your contribution to the shipping costs is €10.00

You can of course arrange the return shipment in another way. The return costs are then at your own expense.

Return shipment costs for a pallet

You are responsible for the carrier's shipping costs. Estimated shipping costs:

Netherlands, Belgium and Luxembourg: €100.00
Germany, France and Austria: €300.00

* Returning an order from Bulgaria, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Italy, Croatia, Latvia, Lithuania, Malta, Poland, Portugal, Romania, Slovenia, Spain, Czech Republic or Sweden must be arranged by yourself.

Frequently asked questions about returns

How do I know if my return package has been properly received by you?

You can track your return package with the shipping receipt from the carrier where you dropped off your package. This way, you will know if your package has been delivered to us by the carrier. Note: You will not receive a confirmation from us when your package has been delivered.

Are there any costs associated with returns?

There is no such thing as free shipping. Someone has to foot the bill.

We want to give our customers the best possible online experience. Before you buy a product, read the description and specifications carefully. Watch a video. Do you have any questions? Please contact us in advance.

Are you disappointed with your purchase? No problem!

Follow our procedure and we will pay the costs for returning your order from the Netherlands, Belgium, Luxembourg and Germany by parcel post. Your contribution to the costs for returning an order by parcel post from Austria or France is €10.00. For all other countries, you pay the full shipping costs.

The costs for returning a pallet delivery are always at your expense.

Can I exchange my item?

No, unfortunately, it is not possible to exchange your ordered items for another size, color, or item. In this case, you can place a new order with the correct item and return the incorrect item.

How should I package the return shipment?

You are responsible for ensuring that your return shipment is well-packaged. Any transport damage caused by poor packaging can be claimed from the sender.

If possible, place the items back in their original packaging. If you can no longer use the original packaging, ensure you use a cardboard box and sufficient protection, especially for the corners. Then place the packaged items, along with the return form, in the packaging. Stick the shipping label on the outside of the shipping packaging and take it to a drop-off point.

When will I receive my refund?

As soon as possible, but no later than 14 days after we have received your return. You will receive the amount back via the same payment method you used for the purchase.

Can I return my order if it has already been used?

Only products in their original condition and that have not been used are eligible for a full refund. Custom-made products cannot be returned.

Return form

Fill in the details below

Name *

Phone number *

E-mail *

Ordernumber *

Reason for return *

Does not meet my expectations

Product is damaged or defective

Other

General terms and conditions *

I agree to the General terms and conditions and agree that Xaralyn may contact me regarding the shipment of a return label.

SENT

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.