FAQ


Contact and registration

Who can create an account at xTWOstore?
Whether you are an individual or a company (Sinne des BGB § 14 Abs. 1) you can create an account in our online shop.

How do I create an account at xTWOstore?
1. Go to "My Account" 2. Click on "create an account" or "create a business account" 3. Fill out the form

Is there a fee for creating and using an account?
No, there is no charge for having an account with xTWOstore.

How do I contact xTWOstore?
You can contact us by email (info@xtwostore.com), by phone (+49 (0) 6402 89 89 00), or by the contact form on the online shop.

What should I do if I lose my password?
You can click on the "Forgotten password?" link and a new password will be sent to your email address.

Products and prices

Are the items in your online shop original products?
Yes, all items offered are new and original items ordered from the manufacturers.

Why are the prices so attractive?
Our prices are negotiated directly with the manufacturers. Also, our just-in-time operation avoids additional storage and other intermediate costs.

What is the "recommended retail price"?
The recommended retail price is the price set by the manufacturer for the German market. However, the applied price is the xTWOstore price (in blue), the percentage displayed in red corresponds to the discount you receive when ordering on our online shop.

Do the displayed prices include VAT?
Yes, all prices shown include VAT (exempt professional accounts). Depending on the chosen delivery country, the VAT amount is calculated automatically.

Do the posted prices include shipping costs?
No, shipping costs vary according to the address of delivery, the volume of the order and the type of products ordered. Shipping costs are automatically calculated in your shopping cart. For high volume and/or heavy orders, you may be asked for additional shipping costs. In this case, we will contact you before sending out your order. For orders outside the EU (European continent excluding overseas territories and islands): extra costs (delivery, taxes, customs duties) may be charged and delivery times extended. Shipping cost at the end of the shopping cart is not final for island and non-EU countries. After packing, our customer representative will contact you if you need to pay extra for shipping. .

Are the photos of the articles contractual?
No, the colour can be seen differently on different screens. Photos, drawings or illustrations are not contractual. In addition, manufacturers generally offer only one photo per serie. The photos are used to give a general overview of the range, but only the descriptions are to be taken into account. In case of doubt, please contact our customer service before placing your order.

Are the article numbers identical to the manufacturer's references?
Yes, we use german manufacturer references, so you can easily find the items in our online shop with the manufacturer reference. Please note that these are references from the German catalogues. Exceptionally, the reference may vary depending on the country.

Are the prices the same in the online shop and at the showroom?
Yes. The showroom is intended to showcase some products and assist customer through their purchase process. However, the order will be placed on the online shop. The prices applied will therefore be identical to those displayed on the online shop.

Order, delivery and shipping cart

How do I place an order on xTWOstore?
The ordering process is very simple:

  • Go to the product of your choice and click on "add to cart"

  • Go to "View shopping cart" to see the selected products and shipping costs

  • Click on "Proceed to checkout"

  • Enter your personal data or login to your account

  • Enter your billing and shipping address

  • Select the shipping method and payment method

  • Click on "Place order" to confirm your order

Who can order from xTWO?
Whether you are an individual or a professional, you can buy your products on our online site.

How long does the delivery take?
The delivery time may vary depending on the items. Please check the delivery times indicated on the product sheets. Items that are not on stock will be ordered from manufacturers upon receipt of payment for the order.

How do I know when the order is shipped?
You will receive an email as soon as your order leaves our warehouse. The tracking will then be available on your online account.

Can I get an accurate delivery time for the order?
Depending on the stock and delivery time indicated by the manufacturer, we can give you an approximate delivery time. However, in case of delay, do not hesitate to contact our customer service. We will try to find together a satisfying solution (partial delivery, product equivalent in stock, various modifications). As several factors need to be taken into account (supply, preparation, delivery, holidays, etc.), please understand that we cannot commit to an exact date. We advise you to plan your work after receiving your goods. We cannot be held responsible for delivery delays and we will refuse to refund late penalties if you have made commitments to your installer or customer.

What are the shipping costs?
To know the amount of the shipping costs, you can add the items in your cart and it will be automatically calculated. For more information about shipping costs, click hier. Please note that extra fees (taxes, customs duties) may be charged for orders shipped outside the EU (or to islands and overseas departments and territories). Shipping costs may be higher and delivery times may also be longer.

Can I ask for a delivery to packing stations?
We do not deliver to packing stations.

Can I collect the goods from the German warehouse?
Yes, collection from the warehouse is by appointment with our services.
xTWO GmbH
Gießener Straße 42
D - 35410 Hungen
Opening hours:
Monday to Friday from 9am to 4pm

Must the delivery address be the same as the billing address?
No. You can enter a different shipping address. Please note that if the shipping address is in another country or delivery area, the charges will be recalculated.

Can I make changes in the order after submitting it?
No. The order cannot be modified after submitting. The change of your order depends on the status of the processing. Please ask for the status of your order to find out if a change is still possible.

How do I cancel an order?
For any cancellation of order, please contact our customer service department at info@xtwostore.com with your order number. If it has not yet been shipped, it will be cancelled by our service. You will be informed by email of the cancellation. Please note that some products are neither refundable nor exchangeable, and cannot be revoked. This mainly concerns products manufactured on demand and/or made to measure as well as products that have undergone special treatments. In general, all the following products are concerned (non-exhaustive list): towel-dryers, radiators, furnitures, shower enclosures, bathtub enclosures, bathtubs with coatings and/or holes for handles or taps, whirlpool baths, specially treated ceramics (coatings, colours, etc.), tiles. For more information, please contact our customer service.

Payment and security

What payment methods are available?
xTWOstore offers you the following payment methods:

  • Prepayment (bank transfer)

  • PayPal

  • Credit card (MasterCard, VISA)

  • Cash payment (Only in Hungen showroom, Germany)

  • Bank transfer with Sofort

  • EPS (Austria)

  • iDEAL (Netherlands)

Please note that orders placed in some countries offer a limited choice of payment methods.

If you have opted for bank transfer, you can pay the amount due to the following bank account:

Account holder: xTWO GmbH

Bank: Commerzbank AG
BIC: COBADEFFXXX
IBAN: DE42 5134 0013 0206 2354 00

Upon receipt of your payment, the products will be ordered from the various manufacturers. As soon as we have collected all the items in our warehouse, your order will be shipped. You will be notified by email. An order by bank transfer is valid for 30 days from the date of the order. If payment is made after 30 days, prices are no longer guaranteed, and the order may be refused.

PayPal
You can pay for your purchase with your PayPal account. If you do not have an account yet, you must first sign-up for one one and wait until it is confirmed by PayPal to validate your payment.

Credit card
Payment by credit card (Visa or MasterCard) is secure. To ensure maximum security during payment, we use the 3D Secure* security protocol. Secure 3D security protocol: 3D Secure is a secure payment protocol on the internet. Deployed under the trade names "Verified By Visa" and "MasterCard SecureCode", 3D Secure was developed by Visa and Mastercard to limit the risks of fraudulent use of payment card numbers on the Internet. Its purpose is to make sure, at the time of each online payment, that the card is used by its real cardholder. If both the merchant and the cardholder's bank are equipped, an additional step is taken at the time of payment. In addition to the credit card number, expiry date and three digits of the security code (printed on the back of the card), the buyer may be required to enter a password, date of birth or dynamic one-time use code. Without this verification, the payment cannot be processed, and the order is cancelled..

Cash settlement
Customers who place their order in the showroom in Hungen (Germany) and decide to take the items directly can pay for them in cash or with an EC- card.

Bank transfer with Sofort
You can finalize your order directly from home. Bank transfer with Sofort is done online. You will be redirected automatically to a secure payment form. The data relating to the transfer will be automatically retrieved, you will only have to enter the bank code and your username. To confirm the payment, you will be asked for a TAN code. The data will then be transmitted to your bank account online. xTWO will receive the confirmation immediately and your order will be processed immediately. This payment is instantaneous unlike traditional bank transfer.

Transfer with E-Payment-Standard (EPS)
German and austrian customers can pay by bank transfer with e-payment-standard (eps) which ensures a secure and fast payment. You can then pay for the order with your bank account online. During the payment process, you must select your bank and you will be re-corrected to confirm the payment with a TAN code or an electronic signature.

iDEAL
Dutch customers (with an address in the Netherlands and an online bank account at a Dutch bank) can now pay for their order with iDEAL. When you choose iDEAL as the payment method, you are redirected to your bank's website to confirm the transfer. Bank details are stored and copied automatically for the transfer. You will need to validate the payment with a TAN code.

Can I pay on invoice?
No. Payment must be made when placing the order.

Can I pay on delivery?
No. Payment must be made when placing the order.

What types of credit card are accepted?
We accept Visa and MasterCard payments.

Is buying at xTWOstore secure?
Our online shop meets the highest standards of security and privacy. The data is transmitted exclusively with the SSL (Secure Sockets Layer) protocol. For the execution of the contract, we will pass on your data to the transport company, as far as this is necessary for the delivery of the ordered goods. In order to process payments, we pass on the necessary payment data to the credit institution authorised for payment and to all payment service providers you have selected in the purchase process. All bank data you provide us is encrypted.

Can I insure my purchase on xTWOstore?
Trusted Shop proposes to the customers to subscribe to an additional insurance when placing the order which will be used in case of non-reception of the goods or any other litigation. They must determine the amount to be insured when the order is placed (maximum €20,000) and receive a confirmation of insurance.

Legal notices and claims

What happens if I am not here at the delivery date?
We advise you to make sure that the delivery can be received at the address indicated when placing the order. For deliveries with an appointment arranged, in the event of absence on the date and adresse you have agreed with the carrier, please note that additional charges for second delivery will be charged. Additional storage fee will be charged for orders that are not collected or delivered within 5 days.

What is the procedure for returning an item?
Although we hope that you will be satisfied with the item ordered, we understand that you wish to return it. You have the right to return the item within 14 days of the date on which you, or a third party designated by you, other than the carrier, take possession of the items. Note: Some products are not refundable or exchangeable and cannot be revoked. This mainly concerns products manufactured on demand and/or made to measure as well as products that have undergone special treatments. In general, all the following products are concerned (non-exhaustive list): towel-dryers, radiators, furnitures, shower enclosures, bathtub enclosures, bathtubs with coatings and/or holes for handles or taps, whirlpool baths, specially treated ceramics (coatings, colours, etc.), tiles. For more information, please see our "Right of withdrawal" section. For help, you can send an email to info@xtwostore.com

How can I return an item?
You must send an email to info@xtwostore.com before returning an article. We will explain you the return procedure depending on your order.

What should I do if the delivered item is defective?
We would like to point out that all the products sold on our online shop are new, straight from the manufacturers' factories. These are not refurbished products or discontinued products. However, some parts may have factory defects. If this happens to be the case, you can contact our customer service department by writing to info@xtwostore.com. One of our service representative will guide you through the process.

What should I do if the order, or a part of it, is damaged?
Despite all precautions taken for packing and transport, and although this is very rare, some items may be damaged during transport. Please check the condition of your goods upon receipt and indicate any damage to the signature. Important: If the packaging is damaged, this presumes possible damage to the articles. We recommend you to inform the delivery representative the condition of the packaging upon receipt of your order. If damage to the items is apparent, please refuse delivery as this will facilitate the claim and return of the damaged goods. If you have any questions or complaints, please contact customer service on +49 (0)6402 89 89 00 or info@xtwostore.com (Monday to Friday from 8am to 6pm).

What should I do if some items are missing at the delivery?
Please check that your order is complete upon receipt and report any missing items immediately. It may also be a partial delivery. If you have any questions or complaints, please contact ou customer service on +49 (0)6402 89 89 00 or info@xtwostore.com (Monday to Friday from 8am to 6pm).

How can I get in touch with xTWOstore for any kind of questions?
If you have any questions, please contact our customer service at +49 (0)6402 89 89 00 or info@xtwostore.com (Monday to Friday from 8am to 6pm).

Services

How can I get in touch with xTWOstore?
If you have any questions, please contact our customer service at +49 (0)6402 89 89 00 or info@xtwostore.com (Monday to Friday from 8am to 6pm).

Where can I find any xTWOstore shop or showroom?
We exhibit items from different brands in a showroom of 2000m² in Germany (Hungen). Our friendly and competent staff will be happy to advise you and assist you in the selection of your items. Our Showroom in Germany: xTWOstore. de Gießener Str. 42 35410 Hungen Germany Opening hours: Monday to Friday: 9am - 6pm Saturday: 9am - 2pm If you would like a consultation, please make an appointment in advance at info@xtwostore.com or via our contact form. You can go to the showroom in Paris, one of our advisers will be able to help you to make a choice for your bathroom. However, please note that the showroom in Paris has limited articles presented. Our xTWOstore Center in Paris: xTWOstore.fr 20 Avenue du Maine 75015 Paris Montparnasse (Metro Montparnasse, Exit 2) France Opening hours: Monday to Friday: From 10 am to 1 pm From 2pm to 6pm We invite you to make an appointment by sending an email to paris@xtwostore.fr or using the contact form.

Guarantees

What are my warranty rights?
If you order goods via our online shop, a sales contract is concluded with us. We provide the legal warranty of conformity, and the warranty against hidden defects over a period of 2 (two) years. In order to guarantee the proper functioning of your products, it is highly recommended to have them installed by a professional. Some manufacturers offer commercial warranties of more than 2 (two) years. You can contact us for more information on the warranties of the purchased products. Any anomaly or failure of a product occurring within the warranty period may give rise to a claim.

What is not covered by the warranty?
The warranty does not cover the customer's errors (choice, installation, commissioning, product not in accordance with the installation...), defects due to normal wear and tear of the product, use or maintenance not in accordance with the manufacturer's instructions. In the event of a warranty claim, we reserve the right to either repair the defective goods, exchange the delivered goods or refund the item in full (against return of the defective goods) or partially refund the item.

When do I get a warranty?
In case of latent defect, lack of conformity. Defects in the delivered goods must always be reported immediately. We provide the legal warranty of conformity, and the warranty against hidden defects over a period of 2 (two) years.

How can I ask for warranty rights?
In order to exercise your warranty rights, please contact us by email at info@xtwostore.com. Please specify: Your order number The number of the article concerned A description of the defect Pictures illustrating the problem encountered.