Customer service

 

Customer Service

If you have any questions, comments or wishes regarding our products, the online boutique or our company, please let us know and send us an e-mail at customerservice@xenses-shop.comWe take your reactions very seriously and are very happy to be of service any way we can.

Please do not hesitate as your input and questions give us the oppertunity to grow and improve our Xenses service even more.

With love, Isabella

Our details:

Xenses
De Dieze 15
5052 TM Goirle
The Netherlands
www.xenses-shop.com
info@xenses-shop.com
customerservice@xenses-shop.com
Phone: +31 6 10539011

 

Discreet

-We provide absoluut discreet and respectful delivery on all our orders to safeguard your privacy.
-All orders are shipped, after luxury gift wrapping by hand, in a neutral or DHL shipping box.
-The sender on the package will be: Exorior Added Value BV. The name Xenses will not be mentioned on the parcel or Customs documents.
-When customs authority codes are required we will use common phrases such as novelty item to describe the content as much as possible.
-Payment receipts of Visa and Mastercard will not mention the name Xenses, only Exorior Added Value BV. 
-Please note that international deliveries, even when shipped with express delivery, may be subject to opening and inspection by customs authorities, we cannot prevent that.

On Demand Delivery

Once your order will be shipped you receive a notification of DHL EXPRESS ON DEMAND DELIVERY (DHL ODD)
ODD will email and/or SMS you about your shipment’s progress and estimated delivery date/time. When this doesn’t fit your schedule, this 100% free service enables you to choose the time and place of delivery. Giving you maximum flexibility and greater control over your delivery.

DHL ON DEMAND DELIVERY offers the following free delivery options:
 Deliver my Package on Another Day: Scheduled Delivery
 Deliver my Package to Another Address: Alternate Delivery to work or family
 Deliver my Package with Neighbor: Leave with Neighbor, Reception or Guard
 Deliver my Package at a DHL ServicePoint: Hold for Collection
 Request to hold my Package: Vacation hold and safekeeping up to 30 days
ODD gives you full control and you never miss another delivery. Flexible, convenient and always at the right moment.

DHL SMS/Text Notifications
DHL sends delivery updates by text. Just add your mobile number at the checkout to receive these On Demand Delivery options.

 

Returns & Exchange

At Xenses we work hard to satisfy your every need. Our assortment consists of beautiful and high quality products and we offer as much information as possible to help you make your choice when in need of something sexy from our boutique. However, we do understand that you might not be completely satisfied with your purchase. Your satisfaction with our products is very important to us.

Therefore, in many cases, you can return your product within 30 days after you have received it.

Please do inform us first by sending an e-mail: customerservice@xenses-shop.com, This is not mandatory, only a kind request.
And please do read the terms and conditions on returns below prior to purchase and return to avoid any misunderstandings.

Terms and conditions on returns:

  • -Please inform us prior to return: customerservice@xenses-shop.com, This is not mandatory, but highly appreciated.
  • -Please use the standard form for withdrawal, you can download it from here. Use is not obligated. If you do not wish to make use of this form, please be sure to add a note with the return stating the details such as your name, address, order- and/or invoicenumber.
  • -Any goods returned from outside of The Netherlands must be clearly marked on customs declaration as “RETURNS” to prevent customs charges being incurred. If goods are returned from outside EU please mark the box 'returned goods' and ship with the option DDP (delivered duty paid).
  • -Returns have to be send back with a trustworthy shipping company of your choice- the return shipping fees and all additional costs for returning the item are for you - within 30 days after receving the product.  The official postal stamp with date on your return package is your proof of sending the item back within 30 days of delivery. Any returns after 30 days are not accepted by Xenses.
  • -Returns must be send to Xenses in their original (new) state, including accessories and all labels in place.
  • -For hygienic reasons you cannot return intimate products or products which can be used intimate. These items are sealed by either Xenses or the manufacturer, if the seal is damaged, broken, opened or missing it means that those products cannot be returned. Even if they do not fit. For example (intimate) jewelry, sex toys, ball gags, pearl thongs, massage tools, sex accessories. Contact Xenses if you are not sure if an item can be returned.
  • -Other sealed products such as dvd's, books, oil, lubricants, stockings, gels and balms cannot be returned when its the seal is broken, damaged or missing.
  • -Bespoke products, or made to order products cannot be returned, for example Brenda de Vries art.
  • -We must insist on fitting lingerie or clothing over your own lingerie. Xenses does not accept returns if the products are worn, washed, damaged, stained or tried on without lingerie underneath. Neither does Xenses accept the return of damaged accessories that come with the product. Please carefully place lingerie back in the original packaging prior to shipment.
  • -When the returned package is damaged during shipment, Xenses cannot be hold responsible for this and will refuse the return. 
  • -Xenses cannot be hold responsible if your return has gone missing with the postal company of your choice on its return to Xenses. Please use a thrustworthy postal company, if possible with a track and trace system and insurance for your own protection.
  • -Xenses does not pay for, or does not accept returns with customs fees and/or other fees for returning the product to Xenses. When outside the EU, ship your parcel back marked DDP ( Delivery Duty Paid) and mark the box for 'returned goods'. 
  • -In case of paid shipping fees for delivery, as stated on your invoice with the purchase of Xenses items, these costs will be refunded when the return is accepted and only when the complete order is returned.
  • -Xenses reserves the right to refuse any return if one or more of these terms and conditions are not met.
  • -Refund is paid within 14 days after receiving the return, through the same payment method that was used with puchase, but only if all terms and conditions are met. 
  • -Only the amount for the returned item is being refunded, any shipping fees paid for delivery to you, as stated on your Xenses invoice, are only refunded when the complete order is returned. Any paid custom or import fees are non- refundable.
  • -Exchanges are made as soon as possible, within 8 days of receiving the accepted return at the latest.

If you have any questions about these terms or on how to return your order, please contact us: customerservice@xenses-shop.com

Our return address:

Exorior Added Value BV*
Returns
De Dieze 15
5052 TM Goirle
The Netherlands

 * For your privacy we ship and receive all orders through Exorior Added Value BV, not Xenses.

Defect

If you have a defect product on arrival please let us know directly. If you have warranty, the defect product has to be send back right away and we will first try to resolve the defect, or send a new product in exchange if the defect cannot be fixed. When both options are not possible, a refund will be given. Note: if there is no warranty,  for example by using the product in a way it was not intended, no returns or refunds are possible.

If the defect occurs at a later time, the same applies as the above, however, we will not refund your shipping fee for returning the item to us.

Please ensure that any returns are sent via recorded or registered postal service only, as we cannot accept responsibility for any items lost in the post. Any goods returned from outside of The Netherlands must be clearly marked on customs declaration as “RETURNS” to prevent customs charges being incurred. Failure to do this will result in Xenses reserving the right to refuse the product, or re-charge all associated costs back to you. All costs of return are the responsibility of the sender, unless the product is proven faulty upon arrival – in which case we will readily refund the associated costs of postage. This can only apply if we are aware of the associated costs, so please inform us first.

If you have any questions on this matter, please let us know by sending an e-mail to customerservice@xenses-shop.com

Our return address:

Exorior Added Value BV*
Returns
De Dieze 15
5052 TM Goirle
The Netherlands

 * For your privacy we ship and receive all orders through Exorior Added Value BV, not Xenses.

 

Shipping & Handling

 

Rates

All orders outside The Netherlands and Belgium will be shipped with DHL on demand Express delivery with tracking for just €9,95. Orders above €200,- will be shipped for free. 
For The Netherlands and Belgium all orders are shipped with PostNL with tracking for free.
-Europe & Worldwide DHL Express €9,95, free on orders above €200,-.
-The Netherlands & Belgium: Free with PostNL.

Delivery Information

  • -DHL Express Delivery is not possible at a Post-Office (P.O.) Box, but can be delivered on demand:
    DHL Express ON DEMAND DELIVERY offers the following free delivery options:
     Deliver my Package on Another Day: Scheduled Delivery
     Deliver my Package to Another Address: Alternate Delivery to work or family
     Deliver my Package with Neighbor: Leave with Neighbor, Reception or Guard
     Deliver my Package at a DHL ServicePoint: Hold for Collection
     Request to hold my Package: Vacation hold and safekeeping up to 30 days
    On Demand Delivery gives you full control and you never miss another delivery. Flexible, convenient and always at the right moment.
  • -Business days: Monday to Friday, not holidays.
  • -Customers are responsible for all import duties and taxes additional to shipping charges. We cannot inform you in advance if and how much those import duties and taxes are or how long this process wil take.
  • -Should an item be out of stock or if we have any questions regarding your order, Xenses will contact you as soon as possible by e-mail before shipping.
  • -It is very important to state the shipping address in English and exactly as it is, with correct states, phone number and e-mail as these are required for DHL. Although we check on Google prior to shipping, it is possible that we do not recognize and pick out any mistakes in the address. Trying to correct an address when the shipment is already on its way is not always possible! 
  • -Please make sure that all people involved in receiving the shipment at your shipping address are made aware of the arrival of the package and the sender of the package: Exorior Added Value BV.
  • -PostNL for Belgum and The Netherlands offers tracking informaton, for The Netherlands you can plan your delivery up to a week including evenings and use PostNL pick-up points.

 

Shipment Information

  • -Next Day delivery Europe with DHL on demand, place your order before 3:30 pm (business days). Note, rural areas may take longer to reach.
  • -2 Day delivery worldwide with DHL on demand, place our order before 3:30 pm (business days). Note, rural areas may take longer to reach.
  • -Next Day delivery The Netherlands and Belgium with PostNL, place your order before 4pm (business days).
  • -All deliveries come with a track and tracecode, we will provide you with that code by e-mail. Both PostNL and DHL will keep you up to date regarding shipping and delivery, you can plan your delivery to a moment that suits you.
  • -We will ship all orders with sender Exorior Added Value BV for your discretion.
  • -On arrival you will have to sign for receipt. Note: no extra costs are being charged to you for signing.
  • -Usually one delivery attempt is made, a note with contact details will be left when you are not home and /or use your tracking link for details. The parcel will remain at the local pick up point for a maximum of 2 weeks. Plan your next delivery attempt online with your tracking link.

 

Complaints

Xenses strives for excellent service. However, if you have a complaint, we ask you to contact our customer service. You can send a letter in English or Dutch to: Exorior Added Value BV,  Customer Service, The Dieze 15, 5052 TM Goirle, The Netherlands or digitally via the link at the contact page at the bottom of the homepage. We will process your complaint within 48 hours (on working days) when using the online contact form. If you send a letter of complaint by post we process it within 14 days after receiving it. You will receive an email with a confirmation of your question / complaint if you use the contact form.

You can also make any dispute known with the Board of Stichting Webshop Keurmerk.
For further information please read article 17 of the terms and conditions found at the bottom of the homepage.

 

Pricing

All prices in the online boutique are including Dutch TAX ( 21%) and also stated without Tax below on the product page. For non EU citizens and European VAT registrered businesses we offer TAX-FREE shopping, Dutch Tax will automatically be deducted during check-out when applicable. Shipping fees for outside the EU are already stated without Tax. Prices are listed in the currency in correspondence to your ip address, unfortunately we cannot show all currencies. If you want to change the currency you can do so at the top of the website using the dropdown menu. Note, although prices are stated in different currencies, the Euro prices are leading and currency rates will be refreshed every day. Payment will be made in Euros in most cases.

 

Payment Methods

Possible with: Visa, Mastercard, American Express, PayPal, Bank-transfer (shipped after receiving payment), FashionCheque, Direct e-banking, Ideal, Sofort Banking, Klarna and GiroPay.

Klarna: For the moment only possible for our customers in The Netherlands and Germany, we will include more countries as soon as it is made available at our payment provider. Payment after receiving your order is simpel and safe. Payment is due in full within 14 days after ordering, made out to Klarna. Klarna invoices you and then pays out to Xenses. Please note, a quick credit check is done by Klarna during check-out. When approved your order will be shipped. If not approved you can choose one of our other payment methods. Xenses has unfortunately no control over the Klarna credit -check, if you have questions about the outcome of the credit-check, please contact Klarna directly: www.klarna.com.

As a complimentary service; Xenses pays your Credit Card, Klarna (except for the credit check costs €1,69) & PayPal fees with every purchase and the costs for the exchange rate if you pay in GBP or USD.

 

Xenses Secrets

When creating an account, ordering, or signing up for the Xenses Secrets, you will receive our digital Xenses Secrets newsletters with  information on discounts, sales, and also the latest news on new collections and designers at Xenses.
If you do not wish to receive the Xenses Secrets anymore you can opt out using the link at the bottom of the newsletter. Or you can send us an e-mail customerservice@xenses-shop.com and we will unsubscribe for you.

 

 

 

 

Hi there,

Would you like to continue using our English boutique or stay in our Dutch Boutique?

Please choose:

How may I assist you?

Welcome to the alluring world of Xenses. How may I assist you? Feel free to ask, response is usually very fast. With love, Madame Isabella.