Contact us
Our customer service is available from 8:00 to 17:00 on working days.
FREQUENTLY ASKED QUESTIONS
SHIPPING COSTS AND DELIVERY TIMES
1.1 What are the shipping costs?
Iberian Peninsula and Balearic Islands
Free shipping on orders of €20 or more. For orders under €20, shipping costs €3.70.
Applies to mainland Spain, mainland Portugal, and the Balearic Islands.
Standard Europe
Free shipping on orders of €100 or more. For orders under €30, shipping costs €12.50. For orders between €30 and €99, shipping costs €8.50.
Countries: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Romania, Slovakia, Slovenia, Sweden.
Rest of Europe and Special Territories
Flat rate of €20 on all orders. No free shipping threshold.
Countries and territories: Andorra, Cyprus, Iceland, Malta, Norway, Switzerland, United Kingdom, Azores, Madeira, Canary Islands, Ceuta, Melilla.
1.2 What is the delivery time?
We aim to deliver your order as quickly as possible so you can get started with your new equipment.
Standard delivery times:
- Mainland Spain and mainland Portugal: 24 to 48 business hours
- Balearic Islands: 2 to 3 business days
- Standard Europe: 2 to 5 business days
- Rest of Europe and special territories: 3 to 7 business days
Delivery estimates are not guaranteed and may be affected by weekends, public holidays, customs procedures, weather, courier disruptions, or remote locations.
PAYMENTS
2.1 What payment methods can I use?
We offer several payment options to make checkout easy and convenient for everyone. You can choose from the following:
MasterCard, American Express, Maestro, and UnionPay
iDeal, Apple Pay and Google Pay
Klarna Pay Later, PayPal, and Shop Pay
Pick the payment option that works best for you and enjoy a secure and smooth checkout experience.
2.2 Is it safe to pay on this website?
Yes, making payments on our site is completely safe. We use a trusted and secure e-commerce platform that follows top international standards for payment security.
Your data is protected with SSL (Secure Socket Layer) encryption, which keeps your personal and payment details private during checkout.
You can shop with confidence knowing we take your security seriously.
RETURNS AND EXCHANGES
3.1 What is the return policy?
We want you to be happy with your purchase. If you're not fully satisfied, you can return your item under the following conditions:
Return period:
Returns are accepted within 30 days of receiving your order. We’re unable to accept return requests after this timeframe.
Item condition:
To qualify for a refund, the item must be unused, in its original condition, and in the original packaging. Items that appear used or damaged can't be returned.
3.2 How do I return an item?
To start a return, please use our return portal. You'll need your order number and the reason for the return. You'll then see the available return options.
Once we receive your return, we’ll refund the purchase price of the item. Original shipping costs are not included in the refund.
Return shipping costs are the customer’s responsibility.
If you're returning an item because it arrived damaged or defective, we’ll assess the situation individually. If approved, we’ll also cover the return shipping costs.
Once your return is approved, you’ll receive a confirmation email. Refunds are processed within 14 days and issued to your original payment method.
ACCOUNT AND PRIVACY
4.1 How do I create an account and what are the benefits?
Creating an account is quick and gives you several benefits, including tracking your orders, faster checkout, and access to exclusive offers.
On desktop:
Click the person icon in the top menu bar. From there, choose “Register” to create your account.
On mobile:
Open the menu and scroll down to the account section. Tap “Register” to set up your account.
4.2 How can I update my account information or reset my password?
To update your account details or change your password, log in and go to the ‘Account details’ section.
If you’ve forgotten your password, just click ‘Forgot password’ on the login page and enter your email. You’ll receive a link to reset your password.
4.3 How do I unsubscribe from the newsletter?
You can unsubscribe anytime by clicking the “Unsubscribe” link at the bottom of any newsletter email.
ORDERS
5.1 How do I use a discount code or gift card?
To apply a discount code or gift card, add your items to the cart and proceed to checkout. On the checkout page, you'll see a field to enter your code—type or paste it there and click "Apply." The discount will be automatically deducted from your total.
Note: Only one discount code or gift card can be used per order.
5.2 Can I cancel or change my order?
If you need to cancel or modify your order, please get in touch with our customer support team as soon as possible at
contact@xtenia.com
Keep in mind that changes or cancellations are only possible if your order hasn’t been processed or shipped yet. If your order has already been dispatched, you can still return any unwanted items through our return policy.
5.3 What if a product is out of stock?
If an item is out of stock or temporarily unavailable, this will usually be noted on the product page.
Occasionally, an item might sell out just after your order is placed. If that happens, we’ll contact you directly to explain the situation. You can then choose to:
1- Wait for the item to be restocked.
2- Select an alternative product.
3- Cancel the item and receive a refund for it.
