Frequently Asked Questions
CUSTOMER SERVICE QUESTIONS
How do I place my Xen-Tan order?Open
Standard delivery is between 2-4 working days, but we always try our hardest to get your order to you within 2 days if we can. Please be aware that orders placed over weekends and during public holidays may take slightly longer to process. We also offer a next-day delivery option If you'd like your items to arrive quicker.
Can I change my Xen-Tan order?Open
You can ask, and we’ll do our best, but please be aware that Xen-Tan orders placed before 2pm are usually dispatched the same working day and so it may not always be possible.
Can I add an item to Xen-Tan order?Open
Sorry, but we cannot add an item to your Xen-Tan order. Once your payment has been processed, we are unable to make changes to it and you will need to place a new order. As standard delivery to the UK and Ireland is FREE, it will not cost you any more to place a second order for the item you forgot. If you place a second order and let us know quickly here , we’ll do our best to ensure they are sent together so that you only receive one delivery.
Can I cancel my Xen-Tan order?Open
You can, but please be quick. We aim to dispatch all Xen-Tan orders placed before 2pm the same working day and so we may be unable to stop it from being dispatched to you. However, you still have a legal right to cancel your contract with us at any time within 14 days without giving reason.The cancellation period expires14 days from the day after you receive the products. To cancel your order, you must inform us in writing here or call our Customer Care Team on 0844800 7661. You must also return the products to us as soon as reasonably practicable and at your own cost. You will receive a full refund of the price paid for the products.
Can I only order Xen-Tan online?Open
You can order online in the Xen-Tan Shop or if you prefer, you can visit one of our high street stockists. For further details, please visit our stockists’ page here .
I forgot to use my promotion code, can I add it now?Open
Sorry, but you must enter a promotion code at the point you place your Xen-Tan order.
What payment methods do you accept online?Open
You can pay with any of the following credit and debit cards or with PayPal when shopping with Xen-Tan online: Maestro/UK Maestro MasterCard Visa Visa Debit/Delta Visa Electron
Can I pay with PayPal?Open
Yes,we accept payments by PayPal on the Xen-Tan website.
When will the payment go out of my account?Open
We take payment when you place your order. We will not dispatch your order until payment has been confirmed.
What is 'Verified by Visa' and Mastercard 'SecureCode'?Open
Verified by Visa and Master Card SecureCode are services to help protect your card details when shopping online. They allow you to create your own password which only you know and you will be asked to use this every time you shop online with one of these cards. For more information about these services, visit Verified by Visa or Master Card SecureCode.
Do your prices include VAT?Open
Yes unless stated otherwise. Any items purchased from the Xen-Tan website are inclusive of VAT. This is a UK registered website and we have no legal obligation to offer VAT free shopping to customers shopping in the Channel Islands. NOTE: If you register and shop online as a Trade or Professional Customer such as a Mobile Therapist, Salon or Spa, then prices will be quoted excluding VAT.
How much is delivery?Open
Standard delivery to the UK and Ireland is absolutely FREE. We also offer Next Day delivery (on orders placed before 2pm) for just £4.95
Do you deliver Xen-Tan to the Channel Islands?Open
Yes, we deliver Xen-Tan to the Channel Islands.
Do you deliver Xen-Tan to the Republic of Ireland?Open
Yes, we deliver Xen-Tan to the Republic of Ireland.
Do you deliver Xen-Tan overseas?Open
No, we are only able to deliver Xen-Tan to the UK and Ireland. Please visit xen-tan.com to find details of how to purchase from other countries.
How long will delivery take?Open
Standard UK delivery will take between 2 and 5 working days.
Can I get my Xen-Tan order any quicker?Open
We also offer Next Day delivery (on orders placed before 2pm) for just £4.95.
Can I select the day I want my Xen-Tan order delivered?Open
Sorry, we don’t currently offer named day delivery.
Can I get my Xen-Tan delivered on a Saturday?Open
Sorry,whilst Royal Mail may deliver your Xen-Tan order on a Saturday, we cannot guarantee delivery on a Saturday. Our Next Day delivery service does not include Saturdays and so an order placed before 2pm on a Friday with Next Day delivery would be delivered on Monday.
When will my Xen-Tan order be dispatched?Open
We aim to dispatch all orders received before 2pm on the same working day. Orders placed after 2pm will be dispatched the next working day.
Which courier do you use?Open
If you have selected Next Day Delivery, your Xen-Tan order will be sent with DPD. All other orders will be sent via Royal Mail.
Can I track my Xen-Tan order?Open
If you would like to track your order, please get in touch with our Customer Care team here.
I still haven't received my Xen-Tan order, where is it?Open
If your estimated delivery date has passed and you still haven’t received your Xen-Tan order, please get in touch with our Customer Care team here and they will look in to it for you.
I've tracked my Xen-Tan order online and it says 'delivered', but I haven't received it, what should I do?Open
Please get in touch with our Customer Care team here and they will look in to it for you.
I missed my Xen-Tan delivery, what should I do now?Open
If you weren't home when delivery was attempted, you should receive a card through your door to let you know where to collect your parcel from or how to rearrange delivery.
Can I change my delivery address?Open
Sorry but once you’ve placed your order, we are unable to change the delivery address provided.
Can I cancel my Xen-Tan order?Open
You can, but please be quick. We aim to dispatch all Xen-Tan orders placed before 2pm the same working day and so we may be unable to stop it from being dispatched to you. However, you still have a legal right to cancel your contract with us at any time within 14 days without giving reason. The cancellation period expires 14 days from the day after you receive the products. To cancel your order, you must inform us in writing here or call our Customer Care Team on 0844 800 7661. You must also return the products to us as soon as reasonably practicable and at your own cost. You will receive a full refund of the price paid for the products.
How do I return my Xen-Tan order for a refund?Open
Please get in touch with our Customer Care team here explaining the reason you wish to return the product and they will let you know what to do next.
How long will it take to process my refund?Open
We will refund you within 14 days of your receiving your returned order and we will email you when your refund has been processed. The money maytake 3-6 working days to show in your account. Unfortunately these time scales are dependent on your card issuing bank and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.
Have you got any offers?Open
To receive the latest offers and promotions, please sign up to receive our Xen-Tan newsletter here .
Why hasn't the promotion code I used been applied to my Xen-Tan order?Open
This is probably because your order does not meet the terms and conditions of the code you are trying to use. Unless otherwise stated, these Terms and Conditions apply to all promotion codes. If you think your order meets our Terms and Conditions and the code still hasn’t worked, please check that the code used has not expired. If you are still unsure, please get in touch with our Customer Care team here .
What should I do if the item I receive is faulty?Open
If you think your Xen-Tan item is faulty, please get in touch with our Customer Care team here .
Part of my order is missing, will it get sent separately?Open
We’re sorry you haven’t received all of your order, please get in touch with our Customer Care team here and they will look in to it for you.
You've sent me the wrong item, what should I do now?Open
We’re sorry, mistakes do sometimes happen. If you’ve received the wrong item, please get in touch with our Customer Care Team here and they will resolve it as quickly as possible for you.