Frequently Asked Questions

Pre-sales

  • Conditions

    - Pre-sales discount cannot be combined with other promotions.

    - The discount is automatically applied at checkout.

    - The discount applies to the entire Summer 21 collection, excluding Essentials and Xandres x Recto Verso sports collection.

    - Are you buying via Click & Collect? Please indicate this in the comments section of the Click & Collect order form so we can deduct your discount.

    - If a product purchased online is returned, the discount will no longer apply if two items are not retained.

Coronavirus measures

  • Can I safely shop in the Xandres boutiques?

    During this time, the safety of our customers is a top priority for Xandres. We hope for your cooperation in complying with these measures to make your shopping trip as safe as possible.

    • A maximum number of customers is allowed in the shops at the same time. This allows us to guarantee the observation of the 1.5 metres of social distancing. 
    • All employees and customers are to wear a face mask at all times.
    • All customers will be asked to disinfect their hands upon entry. In addition, the fitting rooms and checkout point will be disinfected after each use.
    • We ask that, whenever possible, you pay with a card.

Social media

  • When to use the hashtag #xandreswomen?

    By tagging your photos or videos on social media with #xandreswomen and mentioning @xandres_belgium or @xandres_gold in your post, you let us know that you would like to be included in the Xandres community. Before we use your photos or videos on our channels, we will ask for your consent via a comment on your post.

  • What does it mean if you answer Xandres with #xandreswomen?

    By responding with #yesxandres, you accept our request to share your photos and/or videos on the various Xandres channels. You can read all about it at xandres.com/be_en/yesxandres.

Returns

  • Under what conditions can I return goods?

    Xandres will gladly give you a refund for clothing that does not fit within 14 calender days after delivery, provided that the items in question:

    • are unworn
    • are returned in their original condition
    • have the original labels and tags attached

    Sale items can also be returned free of charge within 14 calender days.

    Needless to say, you can try on the items ordered. Labels and tags can only be removed if they make it difficult for you to try on and evaluate the item(s) in question. If you want to return an item, make sure you keep it clean and - as much as reasonably possible - return it to us in its original condition and packaging.

  • Where should I send the items I want to return?

    You will find the address on the pre-printed returns label that was included in your parcel. If you have lost your label, contact our customer care team via +32(0)9 218 18 18 or customercare@xandres.com.

  • How can I return an item?

    You can return any items purchased within 14 calender days. This reconsideration period starts on the day you receive your order.
    Follow these steps to return the item(s) to Xandres. This procedure applies to both returns in-store and at (bpost) post offices.

    Place the item(s) you want to return in the paper bag and box you received the order in. Do not forget to include the returns form.

    Cover the original label on the parcel with the pre-printed adhesive address label. Hand in the parcel at:

    - a post office or delivery point of the carrier that is mentionned on the address label *
    - a Xandres or Xandres Gold store (only Belgium and The Netherlands)
    We always cover the shipping costs.

    If you prefer to return your parcel in-store, it will be picked up and taken to our distribution centre. 

    Unfortunately, we cannot give you a cash refund in-store. Always ask for a receipt and do not throw it away. After we have received the parcel in our distribution centre, you will receive e-mail confirmation. Your returned item(s) will be processed within 15 days.

    * You can also return items free of charge using the bpost parcel machine In Belgium. Simply scan the barcode and place the parcel to be returned in the machine. You will receive a receipt. Do not throw it away. You do not need a bpost 24/7 account to use this service.

  • Do I have to pay to return an item?

    No, returns are free of charge. This applies to both returns in-store and at post offices or delivery points.

  • What happens to my customer discount if I return something?

    If you return something, the customer discount that was awarded on this product will be deducted from your customer discount. 

  • How do I return my order from abroad?

    Your package always includes a pre-printed return label. This shows the name of the carrier through which you can return the package. You can find out which collection points are available in your area via the carrier's website.

    Returns are always free of charge if you use the supplied return label.

    The Netherlands

    PostNL

    Germany

    GLS

    France

    Colissimo

    Luxembourg

    Bpost

    Ireland

    GLS

    Austria

    GLS

    Spain

    DPD

  • I have lost my returns label. What should I do?

    You can contact our customer service team for assistance (on +32 (0)9 218 18 18).

  • Can I track my returns?

    Yes, you can. When you hand in your item(s) to be returned at a post office or delivery point, you will receive a Track & Trace code that allows you to track your return on the carriers website. If you choose to hand in your item(s) to be returned at a Xandres or Xandres Gold store, you will receive a bpost Track & Trace code as soon as bpost has picked up the item(s) in-store. 

  • How do I find out whether my return has been processed?

    As soon as we have received the returned item(s) at our warehouse, we will send you an e-mail confirming receipt of the parcel. We will refund you the amount paid using the payment method you used for your purchase. It can take up to 15 days for this amount to be credited to your account or to appear in your account overview.

  • Can I exchange an item?

    Unfortunately it is not possible to exchange in one step. You can return an item and then place a new order on the website. You will immediately see whether the item is still available. We suggest you confirm you order immediately, particularly if the stock is limited. Please note that items in your shopping cart are not reserved for you. You are only guaranteed to receive your item(s) once you have completed the payment process.

  • What happens to my payment if I return an order?

    When you return one or more items, the amount covering those items is refunded on the payment method you used to order. Returns are always free of charge.

  • How are purchases made using gift cards refunded?

    If you have bought an item with a gift card and you want to return the item, you will receive a new gift card by e-mail.

  • What is your returns policy in store?

    Xandres will gladly exchange or refund any clothing that does not fit within 14 days, provided the item(s) in question can be resold (no damage) and upon presentation of your receipt.

Shipping & Delivery

  • How long does it take to receive a delivery?

    Orders placed before 4 p.m. are delivered the following day within Belgium. Orders placed after 4 p.m. are delivered two days later.

  • What are the delivery costs for online purchases?

    Orders of € 189 and above are delivered free of charge. This applies to both home and in-store deliveries.
    Orders below € 189 are free of charge for in-store deliveries only. There is a delivery charge of € 4.99 for home deliveries below € 189. Specific charges apply for international shipping.

  • What are my delivery options?

    There are 3 options for delivery in Belgium:
    - delivery to your home or an address of your choice
    - pick up at a bpost Pick-up point or Parcel Locker
    - pick up at a Xandres or Xandres Gold store

    For international deliveries, you can opt for delivery to your home or an address of your choice.

  • Who delivers my order?

    In Belgium, all deliveries are handled by bpost. For the other countries, your package will be delivered by GLS. You will receive confirmation of the exact delivery time by email.

  • Do you deliver orders abroad?

    Yes, you can have your order delivered abroad to the countries in the list below. However, the shipping costs are higher than for domestic deliveries.

    Shipping costs

    Expected delivery time

    Belgium

    4.99 EUR

    1-2 working days

    The Netherlands

    4.99 EUR

    1-2 working days

    Luxembourg

    8.50 EUR

    1-2 working days

    Germany

    8.50 EUR

    1-3 working days

    France

    8.50 EUR

    2-4 working days

    Austria

    15.50 EUR

    3-4 working days

    Ireland

    15.50 EUR

    3-4 working days

    Spain

    15.50 EUR

    3-5 working days

  • Can I choose a delivery date for my order?

    It is not currently possible to choose a delivery date when placing your order.

    You can adjust your delivery preferences via emails from bpost or GLS. Follow the instructions in the email for this.

    If you are not home much, you can choose to pick up your package at a collection point or post office.

  • Can I have my order delivered to a different address?

    Yes, you can choose a different invoicing and delivery address. Go to the address section in your account to enter your invoicing and delivery address(es). You can change these addresses at any time. This gives you the opportunity to alternate between having your orders delivered to your home and your workplace, for example. If you have your order delivered to your workplace, make sure you enter the correct address and post box, if applicable. Please note: once you have placed your order, you cannot edit the delivery address. Unfortunately, our customer service team cannot edit it either.

  • How can I track my parcel?

    If you opt for delivery to your home or workplace, you will receive shipping confirmation as soon as your parcel leaves our distribution centre. In this e-mail you can click on a link to track your order's exact delivery status.
    If you opt for in-store collection, you will receive an e-mail as soon as your order is dispatched from our distribution centre and as soon as it has reached the store.

  • I was not home when the courier tried to deliver my parcel.

    The courier delivers the order to the delivery address specified. If you are not at home when the courier attempts to deliver your parcel, you will receive a 'missed delivery note’ in your letter box, with instructions on how to retrieve your parcel.

  • I have not received an order/shipping confirmation.

    The order and/or shipping confirmation may have been blocked by the spam filter of your e-mail software. We recommend you check your spam filter settings and change them if necessary. If this does not solve the issue, kindly contact our customer service team (by phone on (+32) (0)9 218 18 18 or by e-mail at customercare@xandres.com). Our team will be glad to help.

  • I was sent an item in the wrong size/colour.

    It may happen that we accidentally send you an item in the wrong size or colour. Please immediately return it to us and check whether the item you wanted is still available on our website. If so, we suggest you order it immediately, particularly if the stock is limited. Please note that items in your shopping cart are not reserved for you.

    If you receive one or more items in the wrong size or colour a second time, we suggest you contact our customer service team (by phone on +32 (0)9 218 18 18 or by-email at customercare@xandres.com). 

  • I received an item I did not order.

    If you have received one or more items you did not order, please contact our customer service team (by phone on +32 (0)9 218 18 18 or by-email at customercare@xandres.com). Our team will be glad to help.

  • My item arrived damaged. What should I do?

    We carry out a quality check before dispatching your order. If your items were damaged in transit or do not meet the quality standards, do not hesitate to contact our customer service team (by phone on (+32) (0)9 218 18 18). You can take your damaged item(s) to one of our stores or return them to our online store free of charge.

Orders

  • Why do I see products on the webshop that I cannot order online?

    Some products may be out of stock online. You can use the 'Check store availability' button to check whether the product is still in stock at a Xandres or Xandres Gold store. The product may also be restocked at a later date.

  • Can I see online whether a product is available in a Xandres store?

    Yes, on every product page you will see the button 'Check store availability'. Click the button and select a size to get a list of the Xandres or Xandres Gold stores that have the product in stock and how many they have available.

  • Can I reserve a product that is no longer available online in a Xandres store? 

    You can contact a store by phone and ask if they will reserve a specific item for you. However, keep in mind that this is only possible for a very limited time and that our store employees can refuse this when stocks are limited.

  • Do I need to create an account to place an online order?

    You can also place an order as a 'guest'. However, creating an account has a number of important advantages:

    • You save a 5% customer discount with every order that you can use with your next order online or in the store
    • You do not have to enter your personal details every time you place an order
    • You can keep track of different delivery addresses
    • You can easily follow your orders and returns
    • You can check how much customer discount you have collected whenever you want
  • Are the items in my shopping cart reserved for me?

    No, you cannot reserve any items for a specific period. All products on the website remain available to everyone, even if you have placed them in your shopping cart. As a result, items may disappear from your shopping cart while you are shopping because they have been purchased by other people right at that moment. To ensure you receive an item, we recommend you buy it immediately. 

  • How do I know if my order was successful?

    When you have placed and paid for an order via the Xandres website, you will see a page with the confirmation of your order and your order number.
    You will also receive an order confirmation by email and will be kept informed of the delivery.

    Did you not receive an email?

    • Check your email address in your account. Is it correct?
    • Check your junk email. Maybe your email ended up there.
    • Contact us using the contact form via customercare@xandres.com or call us on +32 9 218 18 18, and we will check for you whether your order was successful.
  • Am I also entitled to a customer discount for online orders?

    Yes, if you have created a personal account, you will receive a 5% discount with every order that can be used for your next purchase in the Xandres webshop or store. You can see the amount of your customer discount in your account.

  • How can I edit an order?

    Unfortunately, once an order has been placed, it cannot be edited. As soon as you have made the payment, you can no longer cancel or edit your order. Therefore, you should always carefully check your details before you check out. However, once your order has been delivered, you can return it free of charge.

Payments

  • Which payments types do you accept?

    You can pay with KBC/CBC Online, Belfius Netbanking, iDeal, Visa, MasterCard, Maestro and Bancontact.

  • Is it safe to shop at Xandres?

    We use an SSL connection/Secure Sockets Layer for online payments. This means that all the personal details you send us is encrypted. In other words, nobody else can see your data. However, your personal password remains the most important protection. Never give anyone your password and/or free access to your account.

    Xandres complies with the applicable privacy legislation and all legal requirements. Your contact details are only used to process orders and continuously improve our services. We will never pass on your details to third parties without your consent.

    For more detailed information see our privacy statement.

  • Is my payment secure?

    Our payment partner, Mollie B.V., gives us access to a secure and reliable payment system to guarantee payments are processed in a safe manner. As soon as you have gone through the steps in the order process and you have clicked on 'Order and pay’, you are redirected to a secure https page managed by our payment partner Mollie. Your payment details are only used to process your payment and will never be revealed to third parties.

  • Are my credit card and personal details secure?

    Your payment and credit card details are only used to process your payment and will never be revealed to third parties.

  • When will the amount be debited from my credit card?

    When you place an order and pay by credit card, we reserve the amount due on your card. Your card is debited as soon as we have dispatched your order.

  • What happens to my payment if I return an item?

    If you return something, the amount of the returned items will be credited back to the payment method you used to pay, and your customer discount will be adjusted. Returning your order is always free.

  • Can I get an invoice for my online order?

    We can issue an invoice for your online order upon request.
    Send us the company name, address and VAT number via customercare@xandres.com or call +32 9 218 18 18. Don't forget to quote your order number.

  • Can I buy gift cards online?

    You can buy gift cards online. Giftcards can be used online and in our Xandres or Xandres Gold shops. 

  • What if I receive a phishing e-mail?

    Beware of e-mails asking you for your credit card details or similar details. Such e-mails are not sent by Xandres. Xandres only asks you to provide your account details when replying your questions by e-mail or phone, or in case anything is unclear about your order.

    We will never ask you to provide your banking details by e-mail. Never respond to such requests. When we send you an e-mail asking you to provide your personal details, we always ask you to contact us by phone on (+32) (0)9 218 18 18 or by e-mail at customercare@xandres.com.

    We will never ask you to respond by clicking on a link. Should you ever receive an e-mail asking you to provide specific personal details by clicking on a link, do not reply and do not click on the link, but delete the e-mail immediately.

    If you have any questions about e-mails do not hesitate to contact our customer service team by phone on +32 (0)9 218 18 18.

My account

  • Why should I create an account on Xandres.com?

    When you create an account, you enjoy a number of important benefits:

    • You save a 5% customer discount with every order that you can use with your next order online or in the store
    • You can easily follow your orders and returns
    • You can keep track of different delivery addresses
    • You do not have to enter your personal details every time you place an order
    • You can check how much customer discount you have collected whenever you want
  • Overview of my account.

    In your Xandres account you can check which personal details we have stored in our system. A few examples are your delivery address or the orders you have placed. Here you can also edit the details in your personal profile, such as your delivery address. 

    My account information –this gives you a brief overview of your account details, such as your name, e-mail address and phone number.

    My address book - here you can edit your invoicing and delivery address(es). If you do not enter an address under 'standard delivery address', we will use your invoicing address as your delivery address. If your invoicing address differs from your delivery address, please enter the correct addresses. Carefully check your address details to ensure your order is delivered at the right address.

    My orders and returns - here you will find an overview of the orders you placed at Xandres and their status. You can also check the details of every order, including which items you ordered and which delivery address you entered.

  • How does the customer discount work?

    Anyone who shops in our webshop and/or our boutiques with a personal account will automatically get a customer discount on their next purchase. The discount is 5% of the purchase value and is valid in the Xandres boutiques and our webshop. You can read all about it on this page.

  • How can I change my customer data?

    You can change your customer data by logging in to your account via the 'Log in' link at the top right. After you have logged in, you can access your account information and your address book. Here you can make the necessary changes.

  • What if I have forgotten my password?

    You can set a new password via the login screen after clicking the 'Log in' link at the top right. You will find the link ‘Forgotten your password?’ on this page. After clicking on this link, you can enter the email address you used to create your account. You will then receive an email with a link to our website and instructions on how to change your password.

    If you did not request a new password but did receive an email, please ignore and delete the email.

    If you have any questions or problems with your account, please contact our customer service using the contact form via customercare@xandres.com or call us on +32 9 218 18 18.

Contact

  • How can I contact customer service?

    • Fill in the contact form
    • Contact us: customercare@xandres.com
    • Tel.: +32 (0)9 218 18 18.
    • Address: Nijverheidsstraat 20, 9070 Destelbergen (Belgium)
    • Opening hours: Mon-Fri: 8.30 a.m.- 5.00 p.m.