Delivery times
Items in stock: orders placed on a working day before 15:00 are usually shipped the same day or on the next working day at the latest. Orders placed at the weekend are normally shipped on Monday, in exceptional cases on Tuesday.
Items not in stock with us but available from our suppliers: items that are not immediately in stock with us but are available from our suppliers (external warehouses, manufacturers, wholesalers or importers) are usually shipped within 2 to 5 working days. If unforeseen circumstances lead to longer delivery times, we will contact you in good time.
Unknown or longer delivery time: if no exact delivery time is shown for an item, it is not directly available from the manufacturer, importer or wholesaler. You can contact us in advance to ask for the expected delivery time. If you order an item with an unknown delivery time, we will inform you within 5 working days of the expected delivery date.
Shipping within Europe
We ship from our warehouse in Arnhem (the Netherlands) with DHL. Transit time after dispatch is typically 1–2 working days for the Benelux and Germany, 3–5 working days for most other EU countries and 5–8 working days for more distant destinations (e.g. Finland, Greece, Ireland, the Baltic states, Bulgaria, Cyprus and Malta).
Shipping costs are calculated automatically at checkout based on the destination country and the weight of your order. Standard rates for parcels up to 20 kg start at €19.99 (Austria, Belgium, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, the Netherlands, Norway, Portugal, Slovakia, Slovenia, Spain and Sweden). Separate weight-based rates apply for Bulgaria, Cyprus and Malta (maximum 20 kg per parcel). Heavier parcels (20–32 kg) are charged at the rate shown at checkout.
Orders that are heavier than regular parcel carriers can handle (as a rule above 32 kg) are always shipped in consultation with you. If the actual weight turns out to be higher than estimated and does not fit within our standard rates, we reserve the right to cancel the order or to charge additional costs, after consultation with you.
Returns (applicable to all orders)
You have the right to return unused, unassembled and undamaged products within 14 days of receipt. Always announce your return in advance by e-mail, stating that you wish to return the parcel. Then enclose the packing slip or invoice with your return so that we can process it correctly. The cost of the return shipment is at your own expense. Returns must only be addressed to the address below. Returns sent to parcel points and unannounced returns cannot be processed.
Return address:
XXL Water BV
Attn. Returns
Hondiusstraat 28A
6827 DE Arnhem
The Netherlands
Custom-made products (such as hoses or cables cut to size) are excluded from return.
Products made to order (for example deck hatches, made-to-measure products and all items where we indicate this or inform you accordingly) cannot be returned. Therefore please check carefully in advance that you are ordering the correct size.
If an item is damaged or defective, please contact us first before returning it. We will then inform you of the next steps.
Acceptance of conditions
By placing an order you agree to the conditions above. If you have any questions, please contact our customer service.
Additional provision regarding damage, delivery disputes and liability
Our transport insurance requires us to report any damage or disputed deliveries to the parcel carrier no later than 3 working days after the confirmed delivery date. We therefore ask you to contact us immediately in the event of visible damage to the packaging or contents, preferably with supporting photographs that clearly show the nature and extent of the damage. If the tracking information indicates that the parcel has been delivered but you have not received it, we ask you to inform us in writing within the same period. In that case you must declare that you have checked around your home and enquired with neighbours or other possible recipients, but have not been able to locate the parcel.
If you fail to contact us within the stated period or do not provide the requested information and/or evidence, we can no longer claim compensation through our transport insurance. In such cases we accept no further liability with regard to damage, loss, non-conformity or non-receipt of the parcel.