Shipping & delivery
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 service team (see details above).
What is your returns policy?
Xandres will gladly exchange or refund any clothing that does not fit with a credit note within 14 days, provided the item(s) in question can be resold (no damage) and upon presentation of your receipt.
I have lost my returns label. What should I do?
You can print it yourself here or contact our customer service team for assistance (on (+32) (0)9 218 18 18).
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.
How are purchases made using gift vouchers refunded?
If you have bought an item with an online gift voucher and you want to return the item, you will receive a new online gift voucher by e-mail.
Can I track my returns?
Yes, you can. When you hand in your item(s) to be returned at a bpost post office or PostPunt , you will receive a bpost Track & Trace code that allows you to track your return on the bpost 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. You can track the first part of your return - from the bpost post office to our warehouse - online on the bpost website.
Do I have to pay to return an item?
No, returns are free of charge. This applies to both returns in-store and at bpost post offices.
How can I return an item?
You can return any items purchased within 14 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 bpost post office or PostPunt of your choice
- a Xandres or Xandres Gold store
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. Your refund will be processed automatically by Ogone. 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. 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.
Can I exchange an item?
Yes, you can exchange an item by returning it and then placing a new order on the website. You will immediately see whether the item in question is still available. We suggest you confirm you order 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. You are only guaranteed to receive your item(s) once you have completed the payment process.
Under what conditions can I return goods?
Xandres will gladly give you a refund for clothing that does not fit within 14 days, 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 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.
What happens if I return an order?
When you return one or more items, the amount covering those items is refunded on the credit card you used to pay. Returns are always free of charge.
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.
I was not home when the courier tried to deliver my parcel.
The bpost 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. You have two options:
• You can call bpost and make new delivery arrangements
• You can pick up the parcel yourself at a bpost pick-up point or at your local post office
For more information about deliveries have a look at the bpost website.
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.
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.
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.
Where can I have my order delivered?
You have two options:
- We can deliver your order to the address of your choice
- You can collect it from a Xandres or Xandres Gold store