Help


 

Customer Service

We are always ready to help if you need any information about our products. If you have any questions please do not hesitate to contact us. Feel free to call us during our opening hours 9am - 4pm on weekdays or by email info@xellence-skincare.com. We strive to reply within 24 hours during the weekdays.

Contact information

XELLENCE ApS
Rugvænget 19E St.
DK-2630 Taastrup, Denmark
CVR-nr: 35669256
Established in: 2014

Telephone: (+45) 26 85 85 61
Email: info@xellence-skincare.com
Operating hours Thursday to Friday after appointment: 09:00-16:00

www.xellence-skincare.com is e-mark approved and therefore you can always use it’s free Customer Hotline when you are shopping on our website.

If you have returned your purchase, you will receive an email when we have received your parcel. In the mail, you will get information about the further process of your return/complaint.

We always strive to do better, so if you have any comments on our service, products or new ideas to make your experience even better, please feel free to contact us. We encourage you to add a review under our Contact section.

Newsletter

Be the first to know about XELLENCE’s latest news by signing up to our Newsletter and get member-only deals delivered straight to your inbox. You can always unsubscribe this service either on our website or in the end of the email.

To make a purchase at xellence-skincare.com, you need to go through 5 steps

- Find the products you want. Add them to your shopping cart and proceed to checkout
- Fill out your personal information
- Select shipping and payment method
- Accept our terms & conditions
- Review your order and complete your purchase

Orders

You can only order products from our website. If you have any request for products that are not on our site, please do not hesitate to contact us.

The purchase agreement applies when you receive an order confirmation via email from XELLENCE.

If you want a copy of your order confirmation, please sign in with your XELLENCE account or send a request to info@xellence-skincare.com.


 

Terms & Conditions

Payment & shipping
All card fees are paid by XELLENCE ApS when you purchase.

The payment will be withdrawn from your account when your order is dispatched from www.xellence-skincare.com. The amount withdrawn can never be larger than the sum accepted during purchase. When paying with a payment card, your information is send directly and SSL encrypted to XELLENCE’s payment provider. This means that XELLENCE has no access to your payment details.

All prices on this website are in Danish kroner (DKK) and include relevant Danish tax (VAT) and duty. All prices are current prices. When shopping at www.xellence-skincare.com, purchase agreements are made in either Danish or English.

All prices are without shipping. The price for shipping is DKK 49 and free if your total amount exceeds DKK 499. We will charge extra shipping fees on deliveries to the Faroe Islands, Greenland and foreign countries. This means that shipping costs and delivery time may vary depending on delivery country.

We use Post Danmark or DAO for delivery. We aim at delivering your order as quickly as possible. The expected delivery time is within 5 weekdays. XELLENCE cannot be held liable for delays in delivery caused by any third parties. We deliver all over Europe.

Pick-up your purchase
You are also more than welcome to pick up your order on our address, which is free of charge:

XELLENCE ApS
Rugvænget 19E St.
2630 Taastrup

You can pick up your order during our operating hours Thursday and Friday 09:00-16:00 with appointment.

Return policy
XELLENCE offers you 14 days return policy.

The return policy deadline expiries 14 days after the day you:

- Receive your order
- Have the last order in physical possession in situations where the order of several products is

spli up and delivered at different times according to the purchase agreement.

Use our standard cancellation form and attach it when you ship your return.

PDF_file_symbol_24Standard cancellation form

You cannot cancel an order simply by refusing to receive the product.

Returns
You must return your purchase without unnecessary delays within 14 days after receiving it. Return costs of a purchase is at your own expense and you are held liable for any damages – therefore, save your postal receipt as a proof for sending the package. It is your responsibility to make sure that the item is carefully packed and securely sealed.


The condition of the returned products
The product must be returned in its original packaging and condition as when received.

If the product are tried and opened, it is considered used. This means that if you break the original packaging, we consider it 100% value diminishing and in such instances you will not get any refunds.

Refunds of payment
If you cancel a purchase, we will refund the purchase amount. However, when returning a purchase you are responsible for all shipping costs.

When we have received the product and accepted the return, we will shortly after refund the payment received from you to the card or payment method originally used, unless you explicitly consent to something else.

If you wish to return your purchase please send it to:

XELLENCE ApS
Rugvænget 19E St.
DK-2630 Taastrup

If you regret your purchase, you can contact us before you deliver it on the above mentioned adress.

Please contact us on info@xellence-skincare.com if you want to exchange your purchase

Damage during Shipment
We send all products as packages, which makes it possible to track them. During shipping, the package is insured and we kindly ask you to verify the content upon delivery. If the package or the content is damaged upon arrival, please report it to Post Danmark or DAO immediately or no later than two days after receiving it, and then return your order to us.

Warranty
We warrant to you that any product purchased from us through our web shop will, on delivery, conform in all material respects with it’s description and be of satisfactory quality. If we fail to comply with these terms and conditions, we shall only be liable to you for the purchase price of the products.

The rules of defects set by ‘The Danish Sales of Goods Act” apply on purchases.

You will always have 24 months warranty when you shop at www.xellence-skincare.com. This means that either the product will be exchanged for a new product, you will recieve a refund, or a price reduction, depending on the given situation

It is required that the complaint is justified, and that the defect was not caused by incorrect use of the product or other injurious behavior.

Click here to download the cancellation form:

PDF_file_symbol_24Warranty form

Please return the product to our address:

XELLENCE ApS
Rugvænget 19E st.
DK-2530 Taastrup

The following information is needed when you return the product

Please state the reason or defects of the product in the return- or warrantyform as detailed as possible.

Note! We do not accept parcels sent as COD (cash on delivery).

Complaints procedure

If you want to submit a complaint, please contact customer service at info@xellence-skincare.com. If we are not able to find a solution, you can file a complaint to the relevant board within the given area as long as the conditions are fulfilled. See relevant links below.

Links:

http://www.kfst.dk

Children’s policy

The minimum age for shopping at www.xellence-skincare.com is 18 years old. Children under 18 can only shop with the approval of parents or guardian.


 

Privacy & Cookie Policy

This website uses cookies according to the following purposes. A cookie is a little text file that a website can send to your browser, which may then store on your system. In order for xellence-skincare.com to function as intended, the use of cookies is necessary. This means that you cannot visit our website without accepting and agreeing to our use of cookies. XELLENCE uses cookies to serve you better when you return to our website. For example, we use cookies to optimize the users’ experience of xellence-skincare.com, to keep track of items you put into your shopping cart, marketing purposes, and to generate web statistics. No personal information is saved in our cookies and they do not expose your computer to any risks. We simply use cookies to improve your experience.

Privacy policy

We respect and are commi , loan or transfer any personal information relating our customers to any third parties, and we do not register any personal data.

We register your email when you sign up for our newsletter. Your email address will not be passed on to others.

You can always withdraw your registration at www.xellence-skincare.com. You also have the right to know the information that is registered about you. These rights are according to the ‘Danish data protection act’. If you have any inquiries regarding this, please contact us via email.


 

Website Disclaimer

The information on this website is for general information purposes only. XELLENCE provide the information and whilst we endeavor to keep the information up to date and correct, we make no warranties of any kind, express or implied, about the completeness, accuracy or reliability with respect to the content of this website for any purpose.

XELLENCE can always change or replace information on the website and without notice cease the availability of the site.

Terms and conditions were updated: 11.27.15

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of or in connection with the use of this website.

Through this website you are able to link to third party websites which are beyond the control of XELLENCE. We have no warranties for the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them. These links are added for you convenience, however, visiting third party websites is at your own risk.

Every effort is made to keep the website up and running smoothly. However, XELLENCE takes no responsibility for and will not be liable for the website being temporarily unavailable due to technical issues beyond our control.


 

Product Information

The main details and features of XELLENCE’S products are outlined in the web shop. We do our best to ensure that all information, descriptions, prices of products appearing on our website are correct. We always aim to keep the website up to date.

XELLENCE products are not intended to diagnose, treat, cure, or prevent any disease.