Customer Service

Customer Service

Good service is essential to us, both before and after your order. On our customer service pages you will find all important information about the ordering process.

Do you have a specific question about a product or your order, or can't find what you're looking for on these pages? Please feel free to contact us via the contact form. We're here to help!

Frequently Asked Questions

When will my package arrive?

Once your order has left our warehouse, you will receive a DHL tracking code by email. After the first scan at DHL, the code becomes active and you can see the expected delivery time of your package. Large packages are usually delivered on working days between 08:00-18:00 via the business network. The tracking information is always leading.

Tip: Download the DHL app to track your shipment accurately, view the scheduled delivery time and make last-minute changes to the delivery address.

What is the delivery time?

Orders placed on weekdays before 20:30 will be shipped the same day, unless otherwise stated. Orders placed after Friday 16:00 and during the weekend will be shipped on Monday and delivered on Tuesday. Bicycles with final assembly can be shipped one working day later due to busy times in the workshop.

In the shopping cart you can see on which day your order will be delivered.

More information and exceptions about delivery time

For specific delivery times and exceptions, please consult our detailed information on the website.

I have not received my package, what now?

The tracking information you received is always leading. Is the status 'delivered' but you have not received it? Then ask your neighbours. Do they not have the package either? Then send us an e-mail via info@shopxxl.eu, and always mention the invoice number. We will then start an investigation for you.

I received something damaged. What should I do?

Send an email to info@shopxxl.eu with the invoice number, photos (if possible), and a clear description of the damage. Also indicate which solution you want, so that we can help you quickly.

I received something wrong. What should I do?

To resolve this quickly, we would like to receive an email (info@shopxxl.eu) with the invoice number and a photo of the received article (preferably the barcode). We will then ensure that the problem is resolved quickly.

How can I return something?

You can return your order within 30 days of receipt, provided it meets the conditions stated on our 'Returns' page. For an efficient return process, we recommend using the return form. You can purchase a return label or schedule a pick-up (for large packages) via your account. Pack the return well; damage during return shipping will not be reimbursed. Add the return form to the package and bring it to a DHL service point.

No account?

Send the package with the return form to the address given on our website. Make sure everything is well packed to avoid damage.