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 contact us via the contact page. 

Our details:
Exorior Added Value B.V., tradename Xenses
Office:
De Dieze 15
5052 TM Goirle
The Netherlands
www.xenses-shop.com

Contact: Preferably via contact page online.


Discreet

We provide absolute 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. Note, not all items come with gift wrapping, mostly due to odd sizing, contact Xenses if you would like to know if gift wrapping is included.
-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.
-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). Belgium & the Netherlands excluded, they are shipped with PostNL.
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.

 

Climate Neutral Shipping - Go Green

In looking for ways to become a more climate neutral business, Xenses ships with Go Green services with DHL Express, which means that the emissions of the transport to you are certified compensated. PostNL shipments for Belgium & The Netherlands are CO2 neutral.


Returns

At Xenses we work hard to satisfy your every need. Our curated assortment consists of exclusive and high quality products and we offer as much information as possible to help you make your choice. However, we do understand that sometimes you might not be completely satisfied with your purchase.

Therefore, in some cases, you can return the products.

-Please inform us prior to return via a message at the contact page online. This is not mandatory, but highly appreciated.
-Add a note with the return stating all your details. Or use this standard form for withdrawal.
-If goods are returned from outside the E.U. clearly state and mark the box: 'returned goods' on the customs declaration to help prevent any customs charges and mention RETURNS in the return address. If any costs to send back goods including any re- import taxes/duties/fees for international returns are charged to Xenses, these costs will be charged back to you!
- We advise to send back returns with a trustworthy shipping company of your choice with tracking and possibly insurance, as missing or damaged shipments are at your risk.
-All returns must be received at Xenses within 30 days of your receipt, at 30 days all sales are final. We advise using a courier for longer distances insteaed of a regular postal service as the latter may take longer than 30 days.

-Returns must be send to Xenses in their original (new) state, including all accessories and all labels in place.
-For hygiene reasons the following items cannot be returned:

  • Pleasures - Sex Toys.
  • Candles.
  • Bondage: Gags, collars/chokers, wrist cuffs, ankle cuffs, ropes, whips (incl. paddles, floggers, canes, spankers, slappers), blindfolds, masks, pinwheels, clamps, boudoir pillows and feather ticklers.
  • Jewelry: intimate jewelry and jewelry that can be used for play.
  • Hosery.
  • Lingerie: Briefs, thongs, playsuits, bodysuits, when tried on without wearing underwear underneath.
  • Incomplete, damaged, worn, soiled, altered and washed items.

And the following as they are specially made for you:

  • Bespoke, custom and (hand)made to order / measure products cannot be returned. 


-Refund is paid on our side within 14 days after receiving the return, through the same payment method that was used with your purchase. As mentioned above: when any returns costs for customs fees/duties and/or re- import taxes are charged to Xenses, these costs will be deducted from your refund / or charged back if the refund amount is not sufficient to cover these costs. No refunds are given on paid duties/taxes/fees charged by your local customs (via the courier) on delivery to you.

If you have any questions about these terms or on how to return your order, please contact us via the contact page online.

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 - within 2 days after delivery at the latest. 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 or courier only, as we cannot accept responsibility for any items lost or damaged during transport to us. Any goods returned must be clearly marked on customs declaration as “RETURNS” when from outside the European Union to help prevent customs charges being incurred to Xenses. All costs of the return shipment including customs duties, fees and re-import tax are for you, 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 contacting us via the contact page online.

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

Complimentary on all orders, shipped with climate neutral DHL Express on demand delivery with tracking. Netherlands & Belgium with CO2 neutral 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 will 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 Express. 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 Belgium and The Netherlands offers tracking information. 


Shipment Information

Shipping starts in 1-2 bus. days (Mon-Fri) after ordering.

When shipping starts: 
-Next day* (Mon-Fri) Express delivery Europe.
-2-4 Days* (Mon-Fri) Express delivery worldwide.
-Next day* (Tue-Sat) delivery The Netherlands and Belgium with PostNL. 
*Note, this is a guide only, delivery dates cannot be guaranteed.

-Delays in delivery times may take place for example due to bad weather conditions, the pandemic, delivery in rural areas, the busy times for the holidays, or other. Xenses has no control over such delays, it also is a circumstance beyond the control of DHL or PostNL, we count on your understanding during these times and ask you to order in time.
-All deliveries come with a track and trace code, 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 for a moment that suits you.
-We will ship all orders with sender Exorior Added Value BV for your privacy.
-On arrival you will have to sign for receipt. 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.


Climate Neutral Shipping - Go Green

In looking for ways to become a more climate neutral business, Xenses ships with Go Green services with DHL Express, which means that the emissions of the transport to you are certified compensated.


Complaints

Xenses strives to provide 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.


Pricing / Currency

Prices are shown without Dutch Tax 21% when shopping from outside the European Union, based on your country IP address.

When shopping from inside the European Union, we show prices including your local country Tax.

U.K. orders are placed without Dutch Tax, and following UK legislation GB Vat 20% will be added in the check-out on orders below GBP 135,-. Above GBP 135,- GB Vat will not be charged by Xenses, but will be charged by the shipping courier acting on behalf of the U.K. government prior to delivery. Import duties may apply as well. Unfortunately we cannot predict how much these costs will be.

Prices are shown in your local currency using the latest currency rates, or you can select another currency using the dropdown menu at the bottom of the website. Making payment in your own currency is possible when selecting the credit card payment option or PayPal express option in the check-out. When your currency is not supported by the payment provider or when selecting another payment option, the default payment currency will be Euro. Note, when browsing from outside the European Union, prices are already shown without Dutch Tax.

As our prices are set in Euros and product prices in other currencies are displayed based on the latest currency rates, this can result in pricing differences on a daily bases for these other currencies. We cannot prevent that unfortunately.


Payment Methods

Possible with: Visa, Mastercard, American Express, PayPal Express, Ideal.

 

Xenses Secrets Digital Newsletter

When 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 or want to change the e-mail address you can opt out or change it using the links at the bottom of the newsletter. Or you can contact us via the contact page and we will unsubscribe for you.