Answers to your most frequent questions

How do I receive my invoice?

Your invoice is systematically attached to the "Accepted Payment" email that you receive when validating your order. You also receive as an attachment to this email the general conditions of sale.

However, if you have deleted this email, you can find the invoice in your order history on your customer account.

How is VAT charged?

If you live in the European Union and you are an individual, the prices displayed are inclusive of VAT and include the VAT of your country.

In the case of a professional from the European Union outside France, we do not apply VAT, you must then declare your imports according to the terms of each country.

For residents outside the European Union or DOM TOM, we do not apply any VAT when validating your order. Prices shown are exclusive of VAT. You will have to pay VAT and customs duties upon receipt of the package.

What payment methods are available on

When shopping on our XENLED.COM platform, we offer a wide choice of payment methods:

- Payment by credit card with 3DSecure security

- Payment by Paypal

- Payment by Check (for French Banks only)

- Payment by bank transfer

What is the processing time for a payment by bank transfer or check?

Payment methods by check and bank transfer require manual processing of your orders. We are waiting to receive your bank transfer or check before validating the order.

The deadline then includes:

  • A transfer takes 1 to 3 day(s) before appearing on our account.
  • Processing by our payment services between 1 to 3 day(s)
Are payments on secure?

First of all, you should know that our company, via, does not store any credit card number on its database. When you make the payment, you are redirected to the site of our banking service provider.

All transactions by Credit Cards and PAYPAL are managed by the respective companies which have the most advanced encryption processes. Payments are secured via the 3Dsecure system.

You can check the security of your transaction by the presence of the padlock at the top of your browser.

How much are the shipping costs?

Shipping costs are calculated automatically by our system based on the products you have in your basket.

For Metropolitan France, shipping costs are free from 70 euros of purchase including tax for standard delivery.
For Overseas, shipping costs are from 5 euros
For the European Union, the shipping costs are from 5€

What shipping solutions do you have?

We offer a wide range of shipping providers to meet each specific need. You have the choice before the validation of your order.

For Metropolitan France, we offer shipments by Colissimo (home and relay point), Colis Privé, Mondial Relay and Chronopost (home and relay point).

For: Germany, Netherlands, Luxembourg, United Kingdom, Italy, Spain, Switzerland, Austria, Denmark, Ireland, Portugal, Finland, Norway, Sweden, Greece, Hungary, Iceland, Poland, Czech Republic, Slovakia, Slovenia we offer shipments by Colissimo (BRT, DHL, etc.) and La Poste.

My package was damaged during delivery?

If your package is presented to you damaged or open, you must open it in the presence of the delivery person in order to check its contents. If a product is damaged or missing, you must imperatively fill in a reservation with the delivery person.

If your parcel was delivered to a mailbox by Colissimo, you must go to your post office the same day or at the latest 24 hours after delivery in order to imperatively fill in a reservation at the counter.

If your package was delivered to a mailbox by Colis Privé, you must submit a reservation on their dedicated platform available on the carrier's website.

THESE STEPS ARE MANDATORY in order to cover you. We will not be able to respond to any subsequent request if you do not make a reservation on time.

How to track my order ?

When we ship your order, you will automatically receive an email from us with the package tracking number. Our delivery service provider can also email you or send you an SMS.

You have all the information to track your order.

However, if you have not received the follow-up email, you can find the follow-up link in your customer area.

I am missing a product, what should I do?

We are sorry that a product is missing from your package. However, our teams prepare your parcels with the greatest care.

Upon receipt, was your package damaged or repackaged? Have you been able to check the inside of your box, as well as the stuffing paper? Your product may be there.

If this does not work, I invite you to send us, via our contact form, a photo of the delivery box with the products in it as well as a photo of the package with the transport label clearly visible.

Our logistics teams will then be able to define the origin of this error. Once this photo has been received, we can process your request.

The product received does not correspond to what I ordered, what should I do?

Following the receipt of non-compliant object(s), we apologize for the inconvenience caused. We would need a little more detail. Can you send us, via our contact form, photos of the product if the non-compliance is visible?

On one and the same photo must imperatively be present:

- The non-compliant product AND, in the background or next to it, the La Poste label affixed to the delivery box. On this label is the number of the package, which must therefore be clearly visible.

You can also add photos of the product to highlight the non-compliance observed. Photos must be presented against the most neutral background possible.

Following your return, we will contact you very quickly to set up an after-sales service.

I want to contact customer service, how do I do that?

Our customer service can be reached via email. If you wish to contact us, you can write to us directly via the contact form available here:


We respond to messages as quickly as possible. We do not relocate our customer service to the other side of the world, you have the direct response from our dedicated team within our company. We usually respond within 24-48 hours. However, during very busy times of the year such as Christmas, Black Friday...etc our lead times may be longer and we apologize for this.

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