X21

Frequently Asked Questions

GIFTCARD

Can I have a X21 gift card delivered to a friend?

Sure! You can enter separate delivery and billing addresses at the check-out. Make sure to uncheck the “ship to same address” field, enter your own address at the billing address fields and your friend’s address at the delivery address fields. When buying the gift card you can specify a preferred delivery date, but please note that we can not guarantee this exact date as delivery is handled by an external postal service. 

Where can I redeem my X21 gift card?

You can redeem the X21 gift card online at X21.nl, or in our store in Rotterdam. The X21 gift card is not refundable for cash.

How can I redeem my X21 gift card online?

It’s easy! On the back of your gift card you’ll find a 9-digit code. You can enter this code at the check-out (below Grand Total, in the “add a coupon code” field). Make sure to type in the exact code, including dashes (XXX-XXX-XXX). The balance of your gift card is redeemed from your grand total. 

Do I have to redeem my X21 gift card in full?

Yes, because we can’t hand out digital change.

Can I redeem multiple gift cards at once? 

Yes, you can enter multiple coupon codes separated by commas (without spaces). So for instance XXX-XXX-XXX,XXX-XXX-XXX. 

How long is my X21 gift card valid?

Forever! How about that. 

PAYMENTS

What payments does X21 accept?

International customers can pay with PayPal. Dutch customers can also use iDeal.

Is it safe to pay on X21.nl?

Yes. PayPal is the industry standard for online payments. All payments on X21.nl go through the secure servers from Buckaroo, which is a renowned Payment Service Provider.

I received an error during checkout

Sorry about that. Please contact us via the contact form or send an email to support@x-21.nl and we’ll find a solution for you.

I never received my confirmation email

Sometimes messages end up in your spam folder, so please have a look there. If not, please contact us via the contact form or send an email to support@x-21.nl

SHIPPING

Which countries does X21 deliver to?

At the moment we only ship within Europe. We’re looking to add overseas destinations soon. For more info see our shipping page. 

How much does shipping cost?

Shipping costs vary per country. You can calculate your shipping costs in your shopping cart by selecting your country in the dropdown menu. For an overview of all countries check our shipping page.

Can I track my order?

Yes, once your package is dispatched you’ll receive a tracking number so you can track & trace your order.

Which postal service does X21 use to send my order?

All orders are shipped through PostNL (former TNT Express subsidiary). International orders are handed over to a local delivery service once they arrive in the country of destination. All deliveries require a signature.

How long will shipping take?

Packages within The Netherlands are generally delivered the next day (except Sundays and public holidays). International transit times vary per country; European destinations take about 2-5 working days. For an overview of all countries check our shipping page. Once your package is dispatched you’ll receive a tracking number so you can track & trace your order.

Do I have to pay customs/duties charges?

Your package may be subject to customs fees and/or import duties. These policies vary widely from country to country. We have no control over these charges and can’t predict what they may be. Please understand that X21 is not responsible for customs/duties charges as your local customs office determines these costs.

The provided tracking number is not working

Please keep in mind there might be a delay in the track & trace status updates. For instance, your package first has to arrive at the PostNL sorting office for it to be scanned. Usually this is later in the evening on the day the package was shipped. If you get an error, please try again in a few hours.

RETURNS

I’d like to exchange a product

No problem, you can exchange a product within 14 days after receiving it. Just send an e-mail to support@x-21.nl with your details (order number, which item you’d like to exchange and which item you would like in return), and we’ll get back to you with instructions.
Make sure the product you return is in salable condition, unworn, and with the original packaging and labeling intact. Please beware: all sales on discounted items are final. You can’t return or exchange discounted items. For more info on returns & exchanges, please visit our returns page.

I’d like to return a product

No problem, you can return a product within 14 days after receiving it. Just fill in the return form you received with your order and send your return(s) to:

X21 Webshop
Hoogstraat 169
3011 PM
Rotterdam
The Netherlands

Make sure the product you return is in salable condition, unworn, and with the original packaging and labeling intact. Please beware: all sales on discounted items are final. You can’t return or exchange discounted items. For more info on returns & exchanges, please visit our returns page.

I never received my order

Waiting sucks, we know. But please understand that international shipping may take up to 2 weeks. Also, if Mr. Postman was unable to hand out the package to you personally, he sometimes hands it out to a neighbor or a roommate. We’re not a fan of these methods, but sometimes this happens. Please see if this is the case with your package. If not, drop us a line (support@x-21.nl or via our contact form) and we will investigate your problem.

Who should pay for return shipping costs?

If you want to exchange or return a product you’ll have to pay for the return shipping costs. However if we made a mistake (sent you a wrong item, etc.) we ask you to send the item back to us and we’ll refund those costs for you.

Can I get a refund?

Yes, you can return a product for a full refund within 14 days of receiving it. Make sure the product you return is in salable condition, unworn, and with the original packaging and labeling intact. Please beware: all sales on discounted items are final. You can’t return or exchange discounted items. For more info on returns & exchanges, please visit our returns page.

How can I contact X21?

You can contact us via the contact form or by sending an email to support@x-21.nl. Alternatively you can visit our store in Rotterdam or visit our facebook page.