Shipping policy
1. Where we ship
We ship the Xyla to the following countries:
Austria · Belgium · Czechia · Denmark · Finland · France · Germany · Italy · Netherlands · Poland · Slovakia · Spain · Sweden
All of these are EU member states, so there are no customs duties, import charges or brokerage fees on your order. The price you see at checkout is the price you pay.
If your country is not on the list, write to info@heeskof.cz. We can often arrange delivery elsewhere in Europe, and we will quote you a price before you commit to anything.
2. Shipping cost
Delivery is free to every country listed above. There is no minimum order value and no surcharge for remote regions within those countries.
3. Prices and VAT
All prices shown on heeskof.cz include VAT of 21% at the rate applicable to your delivery country.
A VAT invoice is sent by email once your order is dispatched.
4. When your order is dispatched
| Order | Dispatched within |
|---|---|
| Xyla in black — in stock | 2 working days |
| Xyla in a custom colour — made to order | 2–3 weeks |
Every pair is built and finished by hand, then tested before it leaves the workshop. If a custom order is going to take longer than the estimate above, we will email you before we take it any further, and you can cancel for a full refund at that point.
Working days are Monday to Friday, excluding Czech public holidays.
5. How long delivery takes
Transit time is counted from dispatch, not from when you place the order.
| Destination | Estimated transit time |
|---|---|
| Czechia, Slovakia | 1–2 working days |
| Austria, Germany, Poland | 2–3 working days |
| Belgium, Denmark, Netherlands | 3–4 working days |
| France, Italy | 3–5 working days |
| Finland, Spain, Sweden | 4–7 working days |
These are estimates, not guarantees. Weather, strikes and the weeks around Christmas can add time. If your parcel is more than five working days past the top of its estimate, email us and we will chase the carrier.
6. Tracking
You will receive two emails: one confirming your order, and one when it is dispatched, containing a tracking number and a link. The carrier will normally contact you directly to arrange or notify a delivery slot.
7. What arrives, and what you need to do
A pair of Xyla speakers ships as one package, approximately 15 kg, with polystyrene inserts. Please bear the following in mind:
- Someone needs to be there. Delivery requires a signature. If nobody is available, the carrier will leave a card and either retry or hold the parcel at a local pickup point.
- Kerbside delivery. The carrier delivers to your door or building entrance. They are not obliged to carry the boxes upstairs or into a flat.
- Keep the packaging for at least 30 days. If you decide to return the speakers under our home trial, they must travel back in the original boxes and inserts — nothing else protects a loudspeaker adequately. See our Refund Policy.
8. Damage in transit
We carry the risk until the goods reach you. Under Czech and EU consumer law, the risk of loss or damage passes to you only when you (or someone you have nominated) take physical possession of the goods. If your order arrives damaged, that is our problem to fix, not yours.
If the outer packaging is visibly damaged:
- Note it on the carrier's delivery record before you sign, if you can. This makes the claim far simpler, but it is not a condition of your rights — if you only discover the damage after opening the box, you are still covered.
- Photograph the outer box, the inner packaging and the speakers themselves.
- Email info@heeskof.cz within 7 days of delivery with your order number and the photographs.
We will arrange collection at our cost and send a replacement pair, or refund you in full — your choice. You will not be asked to deal with the carrier.
9. Lost parcels
If tracking shows no movement for five working days, or the carrier records a delivery you did not receive, email us. We will open an investigation with [CARRIER]. Carriers typically allow up to 14 days to conclude one. If the parcel cannot be found, we will send a replacement or refund you in full.
10. Wrong address, refused and undelivered parcels
Please check your delivery address carefully at checkout. We can usually change it if you email us before dispatch, but not afterwards.
If a parcel is returned to us because the address was wrong, because delivery was refused, or because it went uncollected from a pickup point, we will contact you. We will refund the order in full, less the actual cost of the outbound and return carriage, or re-send it once you have paid a new delivery charge. This does not affect your right to withdraw from the contract — see our Refund Policy.
11. Cancelling before dispatch
If you change your mind before your order has been dispatched, email info@heeskof.cz with your order number and we will cancel it and refund you in full. For custom-colour orders, we can cancel at no cost up until we begin finishing work; after that, see the Refund Policy.
12. Contact
Heeskof Audio · Čapkova 989, 251 64 Mnichovice, Czech Republic, info@heeskof.cz, phone +420 606 756 588
We answer email within two working days.