Customer service

Please find below an overview of our most frequently asked questions with the answer. Is your question not in below list? Feel free to contact us at customersupport@xd-design.com

How do I know if my order has arrived safely?


We will send an order confirmation immediately to the email address you have provided when you place an online order. It will include an overview of your order with an order number. 
Contact us if you do not receive this confirmation. Contact can be made via customersupport@xd-design.com.
Please state your name and order number in all correspondence.

I would like to cancel my order, how can I do this?

You may only cancel your order if it has not yet been sent. Contact customer services as quickly as possible for more information. Contact can be made via customersupport@xd-design.com.
Please state your name and order number in all correspondence.

Can I still change my order?

You may only change your order if it has not yet been sent. Contact customer services as quickly as possible for more information. Contact can be made via customersupport@xd-design.com.
Please state your name and order number in all correspondence.


Can I find out where my order is now?

You will receive an email with all the information about the delivery. Depending on the type of product you have ordered, a track and trace code has been included which enables you to follow your order.
You are also able to find the track & Trace nr of your shipment on your online account in our shop.

You can also contact customer services for more information.
Contact can be made via customersupport@xd-design.com.
Please state your name and order number in all correspondence.


What are the delivery times?

Your order will be processed the same day if it is completed before 14:00, unless stated otherwise. Your order will be delivered by UPS. They will deliver your order within 5 work days. 

What do I have to pay for delivery?

No delivery costs will be charged on orders above € 50. € 4.95 per package will be charged for orders less than € 50, regardless of the number of items.

I did not receive my order on the agreed date. What now?

Contact our customer services if you have not received your order on time. Contact can be made via customersupport@xd-design.com.
Please state your name and order number in all correspondence.


Do you also deliver abroad?


Yes, our products can be delivered to the following countries. The Netherlands, Belgium, Germany, France, Italy, Spain and Great Britain.

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

Yes, this is possible. When registering, you can enter the address to which you would like to have your order delivered under 'delivery address'.

Can I return my order if I am not happy with the product?


You will receive a return form with your order. Use the sticker that you will find on the returns form to return the package to us, after which the purchase price will be credited to your bank account.
You can also use this form to indicate your reason for returning your order.

Please note! If you have received a faulty product, it is important that you send an e-mail to customersupport@xd-design.com before returning your order


We will then be able to help you with the returns procedure and find an appropriate solution.

Can I exchange my order?

Yes, this is possible. Follow the steps applicable when returning your order. 
You will receive a return form with your order. Use the sticker that you will find on the returns form to return the package to us, after which the purchase price will be credited to your bank account.

You will then be able to order the product of your choice from the webshop as you normally would.

I have returned articles, but the purchase price has not been credited to my account yet. What should I do now?

We aim to credit your money to your account within five working days. Please contact us if this has not happened. Contact can be made via customersupport@xd-design.com.
Please state your name and order number in all correspondence.


Which payment methods are possible?

The following payment methods are accepted in the webshop: iDEAL, credit card and PayPal.

I have received a faulty article. What should I do now?

We always aim to provide good-quality products. In the unlikely event that a product is not of the quality that you had expected, you will be able to use the returns label on the returns form to send it back to us.
Before returning a faulty item to us, please send us an e-mail via customersupport@xd-design.com in which you explain the problem with the product. We will then be able to find an appropriate solution together.

I have a complaint about my order. What should I do?

Please contact our customer service with any questions or complaints you have. Contact can be made via customersupport@xd-design.com.
Please state your name and order number in all correspondence.


Do I have to register?

Yes, you will only be able to buy a product from the webshop if you have completed the registration process. However, the registration process is very fast and four short steps are all it takes to become a customer.

I have forgotten my password. How can I find out what it is?

When you are ready to pay for your order, you will be forwarded to the log-in screen for the webshop. You will be able to retrieve your password via "Forgotten your password? Click here" (under the log-in screen for existing clients)
Please note: when asked for your e-mail address, you will need to enter the e-mail address that you used when creating your account. The webshop will not recognise e-mail addresses that have not been registered.

I have a new e-mail address. Do I need to create a new account too?


No, this will not be necessary. You will find that it is easy to make changes to your personal account via "My account" (in the top right-hand side of the menu).
Please note that you will only be able to make changes to your name, e-mail address or telephone number.