SHIPPING & RETURNS

Where do you ship your products?

We today ship within EU.

Do you provide tracking?

Yes, all shipping options have tracking which is emailed to you when your order ships.

For international orders, please look for the "Delivery by Postal Provider" tracking number on the DHL tracking page. This is the new tracking number for delivery by your country's local postal carrier. DHL will hand off the package to your local carrier once the package clears customs. You can plug this new tracking number into your local carrier's website tracking page. It can up to 7 business days for the new tracking number to start to register movement.


Do you have expedited shipping options?

Not at this time. Please contact us if you would like faster shipping options. Note that shipping options under 3 days are quite expensive and typically cost more than the order itself.


You do not ship to my country. What can I do?

If you still want to order from our website and are outside of EU, please contact us. 

Will I have to pay any import duties or taxes?

If you live outside EU, there is potential that your order may be assessed for duties and/or taxes. This is entirely dependent on your country's import regulations. Typically, the higher the order value, the more likely it will be assessed for duties and/or taxes.

 

Returns & Refunds

Returns are accepted within 30 days of delivery. To be eligible for a return, your item must be unused and in the same condition that you received it. We will not accept any opened packages. To complete your return, follow the steps below.

Please note that Xenacious is not responsible for shipping, handling, and other additional charges for returned items.

Follow these steps to return your order:

  1. Repackage your items with the original packing slip. If you do not have the original packing slip, please contact us.
  2. Contact us once you have shipped the package.
  3. Once the package has been received by us and the items have been verified, we will refund the entire purchase cost and notify you via email.
  4. You will be responsible for any return shipping charges.

We will work hard to process your return as quickly as possible.


Damaged or Defective Items

If the product is damaged in any way upon receiving it, contact us immediately. Please provide details of the issues and photos if possible. If it is deemed a defective or damaged product, a replacement or refund will be provided.


Refunds for Returns

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-5 business days.


Other Refunds, Credits, etc.

All refunds, credits, etc. take 3-5 business days to process. Refunds are allocated back to the original form of payment used for purchase.


Late or Missing Refunds?

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of the above, and you still have not received your refund yet, please contacts us.


Exchanges

We only replace items if they are defective or damaged.


Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance.