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 or on your wish list 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 firstname.lastname@example.org).
Do you deliver orders abroad?
Yes, you can have your order delivered abroad. However, the shipping costs are higher than for domestic deliveries.
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 email@example.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.
How long does it take to receive a delivery?
Orders placed before 4 p.m. are delivered the following day. Orders placed after 4 p.m. are delivered two days later.
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.
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 'My Xandres’ 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.
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 firstname.lastname@example.org). Our team will be glad to help.
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 or on your wish list. 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 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.