FAQ

Frequently asked questions

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Order

How can I order from you?

Click comfortably through our online shop, put the desired items in the shopping cart and follow the detailed checkout process.

We recommend that you create a customer account for your order. Here you can not only save your contact details and various shipping addresses, but also benefit from individual promotions and be informed about discounts at an early stage.

Register in advancevia the Account navigation point "Account" or in a few steps during the order process at checkout.

Of course, you can also order as a guest.

Unfortunately, ordering by phone is not possible.

Where is my SPORTKIND order?

We will send you a tracking number with the shipping confirmation. You can use this number to track the status of your order via the DHL Service page

It may happen that the shipment number does not contain any information shortly after you receive the shipping confirmation. In this case, try again later and the shipment should be displayed.

How can I cancel my order?

If you change your mind and want to cancel the pending order, please contact our customer service as soon as possible. The best way to contact us is by phone Monday to Thursday between 08:30-17:30 and Friday 08:30-16:30 on +49 (0)821 319 499 12.

Since we process and ship your order as quickly as possible, it is possible that your package is already on its way to you. In diesem Fall kannst du die Annahme der Sendung verweigern und das Paket wird automatisch an uns zurückgesendet. As soon as we receive your order again, we will refund the money to you via the payment method you used when placing your order.

Can I change my order later on?

We will process your order as quickly as possible so that you can start wearing your new sports outfit as soon as possible. Often your package is already packed and it is no longer possible to change your order.

If you want to change something, please contact our customer service as soon as possible to discuss the possible change. You can reach us by phone from Monday to Thursday between 08:30-17:30 and Friday 08:30-16:30 on +49 (0)821 319 499 12.

How can I change my address?

In principle, you can define several delivery addresses in your customer account, which you can select in the checkout.

You can also add a new address during the order process in the "Use new address" step.

Unfortunately, the address cannot be changed for orders that have already been completed.

I am missing a part of my order – what should I do now?

We are sorry about that. If something like this happens to you, please contact our customer service directly.
If you use the contact form, please let us know:

+ What is missing from your order?

+ Where do you want the item to be sent?

+ What is your order number?

We will send you the missing goods as soon as possible and free of charge.

Why do I see different prices online than in the catalogue?

Due to the rising prices for energy and production worldwide, we have unfortunately been forced to adjust our prices slightly. This price change is not yet reflected in our current catalogue.

What does it mean when a colour is marked as a 'discontinued colour'?

The label 'discontinued colour' means that this colour will no longer be produced. We mark such colours on our website. Items in these colours are only available while stocks last and will not be re-produced. Despite our commitment to slow fashion, we do part with colours from time to time to refresh our colour range.

Why am I shown different prices in the check-out?

All prices in our online shop refer to the net price, plus German VAT.

If you order outside Germany, the taxes are calculated based on the shipping destination of your order. As VAT varies from country to country, product prices will update accordingly during the check-out process. We cannot calculate the exact VAT until you enter your delivery country.

How long will my shopping cart be stored?

Your shopping cart will be saved for up to 14 days. After that, it will be emptied and waiting to store new items for you.

How do the product ratings come about?

The product reviews were submitted on the Sportkind.de site with regard to the models displayed. SPORTKIND assures that the company always checks the ratings individually. For the purpose of validation, the names of the evaluating person are matched with our buyers. In the event of our own suspicion with regard to "fake" ratings - specifically: ratings that are not based on a purchase by the rating person - the ratings will not be published.

My favorite item is sold out - can I be notified when it is available again?

Yes, of course. To do this, simply search for your item and click on your desired, but crossed out size. The "ADD TO CART"-button changes color and shows "OUT OF STOCK" an. Below this line a button will appear with "CONTACT ME ✉️". By clicking here, you can enter your email and you will be notified immediately when the item is back in stock.

Can I place a sample order here?

No, sample orders are only possible via our Teamshop. If you place a sample order via the store sportkind.de, then we unfortunately have to cancel the order and you have to place the order again in the team store. Otherwise, we will charge the processing fee of 15€ plus shipping costs when refunding the order.

Can SPORTKIND clothing be personalized according to my wishes?

Our clothing is very well suited to personalize it according to your wishes (e.g. flocking). Please make sure that the settings are precisely tailored to the fabric texture and composition. Our fabrics have no polyester content and can be flocked at a maximum of 160 degrees and a contact pressure of 4 bar.

Payment

What payment methods are available?

We offer you to pay with PayPal, credit card, Klarna invoice, Klarna instant bank transfer or bank transfer.

Here you can find more information about our payment methods.

Why am I not shown all the payment options?

It is possible that not all payment options are displayed or selectable due to previous orders. This is often related to payments of past invoices. The release of the payment methods is checked again automatically for each order.

In addition, the payment option "Invoice with Klarna" is only available for a value of goods up to 200€.

Who should I contact if something goes wrong with the payment?

It depends on which payment method you have selected.

PayPal, credit card, bank transfer
If you have any problems with one of these payment options, please contact our customer service.

Klarna
As we work with Klarna as a payment service provider, we cannot manage your payment. If you have any problems with your payment via Klarna, please contact Klarna's customer service..

Where can I find the bank details for the bank transfer payment method?

You can see the bank details on the overview page that opens directly after your order. You can always reach this page via the confirmation mail that we send you. Click on the blue button "View order" in the mail. In the same mail you will also find the bank details at the bottom.

If you have a customer account with us, you can always see the bank details in your account.

How long do I have for a bank transfer?

The goods will be reserved for 7 days and sent to you immediately after receipt of payment. If no payment is received after this period, the system will automatically cancel your order.

What is Klarna?

Klarna is a payment service provider that we work with.

Once you select Klarna as your payment option, you handle all matters relating to your payment through Klarna. You pay your invoice to Klarna and they forward your money to us. Everything else concerning your order will continue to be coordinated by SPORTKIND. Klarna will only come into play again if you request a refund for an order with a payment via Klarna. In this case, the amount will also be transferred back to you by Klarna.

If you are unclear about something, you can find out more details on our information page about Klarna.

What is Express Checkout and how can I use it?

The express checkout gives you the opportunity to access your data (delivery address, etc.) directly if you are already registered with one of the providers displayed. You can then complete the purchase directly without having to enter your data again.

With us you can complete the express checkout via shopPay, Paypal, GooglePay and ApplePay and access your data that you have already stored with the respective provider. If you would like to use one of the checkout variants and are not yet registered, you can also do this directly. Please follow the instructions that appear after selecting the channel.

For shopPay you need a mobile phone number to register, to which you will then receive a code by SMS that confirms your identity. You can then enter your order data. The next time you use shopPay , you will again receive a code with which you can verify your identity and your data is immediately available. You can also visit the shopPay help page for more information.

With Paypal, you log into your Paypal account and can use the data already stored for you there (address, payment options, etc.) for your purchase. You will then be redirected back to our shop.

To use GooglePay , you need a Google account and a valid credit card for payment.

If you place your order using an Apple device, you will also be shown the option ApplePay . If you have stored your data with Apple, there are different ways of verifying your purchase depending on the device you are using. Simply follow the instructions on your respective device.

Our tip: We recommend that you register as a customer with us, then you will be able to see all your orders including shipment tracking. Your order details are also directly available for your next order.

Shipping

How much are the shipping costs?

The shipping costs for delivery within Germany are 5.90€. We want to create awareness that a package can never be sent for free - no matter what the value of the goods. That is why we do not offer free shipping.

SPORTKIND is committed to protecting our environment. For this reason, your parcels are sent with DHL GoGreen as standard.

Why do I receive my order as merchandise mail?

Especially for smaller orders, the consignment can be delivered as merchandise mail directly to your letterbox without a signature. You do not have to drive to a branch if you are not at home. With this method of delivery, we guarantee that you will receive your items as quickly as possible and in perfect condition. This shipping method is also sent with DHL GoGreen.

What shipping packaging is used for my order?

The size and type of packaging that we use for our shipments is primarily based on ensuring that all items leave our warehouse undamaged and in their original condition. For the sake of the environment, we want to do without unnecessarily (large) packaging. However, if an item is damaged during the shipping process of your order, you are welcome to contact our customer service , who will be happy to help you with a solution.

How long does the shipping take?

Within Germany, we deliver goods in stock within 2 - 4 working days. If a product is no longer available in the desired quantity, we will inform you by phone or email.

Can I pick up my order in Augsburg?

Yes, of course you can also pick up your order at our SPORTKIND store in Augsburg, directly at the Rathausplatz. Simply select the delivery method "self-collection" in the order process and you will receive an e-mail when your order is ready for collection. You can then collect the goods from Philippine-Welser-Straße 5 from Monday to Saturday 10:00-18:00.

We look forward to seeing you!

Please note: Due to staff shortages, we will be temporarily closed on Monday and Tuesday from 6 May 2024.

Can I have my order delivered to a German "Packstation"?

Yes, it is possible to enter a Packstation as the German delivery address in the checkout. Please make sure that you enter the required data in the correct fields when entering the address. Alternatively, after registering on the DHL website, you can have your parcel redirected to your desired Packstation or branch via the tracking email you receive after shipping.

How can I track my shipment?

As soon as your parcel has been collected by our shipping company, you will receive an email from us with your shipment number.
With this number, you can track the status of your order via the Service page of DHL.

It can happen that the shipment number does not provide any information shortly after receiving the shipping confirmation. In this case, try again later and the shipment should be displayed.

Can I redirect my order after it has been shipped?

You have various options for redirecting your order via the tracking mail. The available delivery options depend on the shipping method of your order.

For a merchandise mail, you can select a drop-off location or change the delivery day.

For parcel shipping, you can select a drop-off location, change the delivery day or have it delivered to a desired neighbour. After registering on the DHL website, you also have the option of redirecting your parcel to a Packstation or branch.

My order has been sent back to you. What happens now?

If your order is returned to us for various reasons (not collected, no address at the letterbox or cannot be determined, etc.), our customer service will contact you as soon as the parcel has arrived back at our premises. We will then be happy to dispatch it again. Please note, however, that the order will usually have to be repackaged and we will have to charge you the shipping costs again.

Which parcel delivery companies do you work with?

In principle, we send all parcels insured. Small orders are shipped as "Warenpost". All shipments are sent climate neutrally with DHL GoGreen.

For fast, worldwide premium shipping, we work with DHL Express.

Which countries do you ship to?

We ship your order to the following countries:

Germany, Austria, France, Italy, Greece, Netherlands, Spain, Czech Republic, Sweden, Belgium, Denmark, Luxembourg, Hungary, Finland, Latvia, Lithuania, Poland, United Kingdom, Liechtenstein, Norway, Switzerland, USA, Australia, Japan, Qatar, United Arab Emirates

All conditions for the different countries of destination can be found here.

Return & Refund

Where can I find the return label?

You will find your label conveniently in your package. Please note that only one prepaid label is available per order. Therefore, send all items back in one package. This only applys if you return from Germany or a country within the EU.

For each additional label you have to pay yourself.

Shipments outside Germany:
Unfortunately, we cannot cover the costs of returns for customers outside Germany. You can take your parcel to the post office or a shipping service you trust and put sufficient postage on the parcel. Please keep the proof of posting in a safe place, as this is your proof until we have received the return. Unfortunately, we cannot accept consignments that are sent to us carriage forward.

How long do I have to return my order?

You can return your order free of charge within 30 days of receiving your goods.

You can find all the information you need on our returns page.

Are the returns free of charge?

Returns within Germany are free of charge for one return per order! The only important thing is that you process the return via the same shipping company that delivered your order.

Why is a handling fee charged for returns over €500?

We want to raise awareness of the fact that returns not only take up time and resources, but can also have a negative impact on the environment. By charging a small fee (10€ or 25€, see right of withdrawal), we would like to encourage you to shop more consciously and reduce returns. We hope for your understanding and thank you for your support in making our service more sustainable.

How is the refund made?

We will work on your refund as soon as possible. That's a promise!

Once we have received your return, you will usually receive your refund within 14 days to the account used for payment. Please keep in mind that the duration of the refund always depends on your bank and your payment method.

PS: The shipping costs will only be refunded if you return the entire order. If you chose Premium shipping at checkout, we cannot refund the express surcharge. You can also find more information HERE.

How long does it take to process the return?

It takes 3-5 days for your return to reach us. After that, we usually process it within 2-4 days. We will inform you about the current status of your return by e-mail.

NOTE: Due to the increased order volume, it can currently take up to 14 days until your return is fully processed.

Can I simply drop off my return at your Augsburg office?

Of course you can bring your return to us. We look forward to your return. Simply bring your return to our SPORTKIND store in Augsburg.

Address:

Philippine-Welser-Straße 5/ Ecke Rathausplatz, 86150 AugsburgMonday - Saturday from 10:00 to 18:00

Attention: Due to staff shortages, we will be temporarily closed on Monday and Tuesday from 6 May 2024. 0-16:30.

Can I return two returns in one package?

Yes, with pleasure! The environment will thank you. It is only important that you create a separate return slip for each order and include both in the package. This is the only way we can allocate the returns and process your refund as quickly as possible.

Tip: If for some reason you cannot enclose the return slip, please write a short list of which items you are returning from which order and for what reason. Don't forget to note down the individual order numbers. That way nothing can go wrong!

Which items can I return?

We ask you to be careful when trying on our items. Only return unworn, unwashed and flawless items from which the labels have not been removed, and please understand that we may have to claim compensation for any stains.

What is the difference between a return and a complaint?

Returns:
If you have ordered something from us that doesn't fit or you don't like, you have the chance to return it free of charge within 30 days.

Complaints
:
Nobody is perfect. If the item you ordered is faulty, you can make a claim outside the 30-day returns guarantee using our claim form. We will then check your complaint and, if necessary, refund the amount paid.

I would like to send a return outside the EU. What do I have to consider?

The following rules apply to Greece, Croatia, Portugal, Sweden, Switzerland, the United Kingdom, Norway, Liechtenstein and non-European countries.

Unfortunately, we are currently unable to cover the costs of returns. You can send your return with sufficient postage to our office using a shipping service provider of your choice.

You can find the exact procedure for non-European returns on our Returns & Refunds info page.

Complaint

What do I do if I have received a damaged item?

High product quality is our top priority. Unfortunately, it can happen in rare cases that individual parts do not meet our standards. If this applies to one of your items, we are very sorry.

Of course, you can complain about faulty goods within 2 years free of charge.

Contact us via our complaint form and send us a few documents reguarding the damaged item. We will then contact you and clarify the further procedure.

I have bought something in the showroom / store and would like to complain about it. How do I do that?

You can either submit your complaint online or directly in the store. If you have sent your request online, we will contact you after checking and clarify the further procedure.

I have ordered SPORTKIND via another platform (e.g. AMAZON) and would like to complain about it. Who can I contact?

Since every marketplace has different complaint processes, it is best to first contact the place where you bought the goods. Customer service will then contact us and clarify your complaint for you. If you have any further questions, please do not hesitate Verbindung setzen.

I had my items personalized and now they are faulty. Can I complain about this to you?

Unfortunately no, we cannot be held responsible for damage caused by improper personalization. Our clothing is very well suited to personalize it according to your wishes (e.g. flocking). It is essential to ensure that the settings are precisely matched to the fabric texture and composition. Our fabrics have no polyester content and can be flocked at a maximum of 160 degrees and a contact pressure of 4 bar.

I have a concern not listed here. Where can I get more information?

Don't worry, we always try to help every customer in the best possible way. You can find a lot of information about different reasons for complaints on our After Sale Service page. Alternatively, you can also contact our customer service at kundenservice@sportkind.de at any time. We look forward to your enquiry and will be happy to help you.

Exchange

Can I exchange something?

We regret that it is not possible to make an exchange via the returns form or by phone.

If you wish to make an exchange, please return your item as a return and place a new order via our online shop. This way you can see directly whether your item is available in the desired colour and size.

Customer account

I have forgotten my password - what now?

No problem - who hasn't experienced this?

Just go to the login area and click "Forgot your password? Enter your e-mail address here. In the mail you will find a button "Reset your password". With one click you can set your new password.

You are in the new shop for the first time? Then find out here hier how to reactivate your account.

Tip:Save your password in your browser so you can always see it.

How do I create a customer account?

Desktop
In the navigation at the top right, click on Account to go to the login area. Under the black "Register" button you can click on "Create account" to open your customer account.

Mobile
Mobile Click on the "Burger Menu" symbol at the top left and scroll all the way down to Account. Here you will be taken back to the login area where you can start your registration.

 

You already have a customer account from the old shop?
Then you can easily reactivate it by registering again with your previous e-mail address.

Can I change or delete my data in the customer account?

You can store several addresses in your customer account. You can also edit or delete the different addresses using the "View addresses" function.

Please note that you cannot change the address for an order that has already been placed. If you have a problem, please contact our customer service.

Wish list

Can I save my favorite items for later?

Yes, you can create your own wish list. To do this, you must select the color and size of your desired item and click on the heart symbol next to the "Add to cart" button. The item will then be added to your personal wish list. You can find this on the top right of our page.

Will the wish list be saved in my customer account?

If you have logged into your customer account and put your favorite items in your wish list, it will be saved and you can view and edit it from any device.

I don't have a customer account (yet), can I still create a list?

Even if you are not logged in, you can create a wish list, which will then be saved on this device until you clear your cache or cookies.

Can I share or send my wish list with others?

You can share your wishlist with your team or friends using the icons at the top right of the channels provided.

Will I be informed if the status of my desired item changes?

Yes, because the great thing about your personal wish list is that as soon as your favorite item is reduced or only a few are left in stock, you will be informed immediately by e-mail and you can quickly secure your item. If your dream item is no longer available, don't be sad, because you will be informed immediately when your sold-out item is back!

Please note: The reminders of the wish list are independent of our newsletter. If you no longer wish to receive mails about an item, please remove it from your wish list.

Newsletter

How can I subscribe to your newsletter?

Go to Newsletter-subscription. You will then receive an email from us asking you to confirm your registration.

What content is covered in your newsletter?

Next to exclusive discounts, we will also keep you informed about new products or colours.

In addition, we will give you a look behind the scenes of SPORTKIND. So it's worth registering in all cases. Please note that the newsletter is currently only sent in German.

How do I unsubscribe from the newsletter?

You can unsubscribe from our newsletter at any time. To do so, click on the unsubscribe link at the end of a newsletter.

We will miss you.

Please note: If you no longer wish to receive reminders from your wish list, please unsubscribe directly in the surprise email or remove the item(s) from your wish list.

Why didn't I get a discount for my new registration?

Everyone who subscribes to our newsletter for the first time before checkout will receive a free shipping voucher for their next order. However, anyone who registers for the newsletter for the first time but has previously subscribed to it will not receive the discount code.

Note: You must be a newsletter subscriber at the time of redemption.

Why am I not receiving any emails?

If you are not receiving any emails, this could be because our messages are ending up in spam or are being blocked. Sending problems often occur with t-online e-mail addresses in particular. To prevent this, we recommend saving our e-mail address (kundenservice@sportkind.de) as a contact. If this does not help, please do not hesitate to contact us - we will be happy to help!

My discount code is not working, what can I do?

The code only works for first-time subscribers and customers within Germany and Austria or up to a shipping cost value of €12.90. You must also be subscribed to the newsletter at the time of redemption.
If you fulfil these conditions and the code still does not work, you are welcome to contact our customer service.

Vouchers & Discounts

Are there any SPORTKIND vouchers?

Yes, you can find our gift cards here.

You can choose the value of your gift card from a total of 6 different values.

You will receive your gift card by email after placing your order. It is valid immediately and is therefore perfect as a last-minute gift!

How do I redeem a gift card?

In the order step "Payment", enter the code from your gift card and click on "Apply". The corresponding value will then be automatically deducted from your order. Please make sure that your gift card has actually been credited. Unfortunately, it is not technically possible to redeem the gift card at a later date.

Note: If you have a gift card that was issued before 01.12.2021, you can omit the hyphens when entering the code.

How do I know how much credit is left on my gift card?

If you want to check your balance, you can contact our customer service. To check your balance, have the last 4 digits of your gift card ready. We can tell you exactly how much credit is left on your gift card.

How long is my voucher valid?

Your gift card is valid for 3 years from the date of purchase. Unfortunately, redemption is no longer possible after this date.

I have lost the code of my gift card - what now?

No problem, we can send you the gift card with your individual code again by e-mail.

Unfortunately, it is not possible to provide information by telephone. This is because your gift card is a means of payment and therefore we cannot and are not allowed to see the entire code.

What happens to my gift card in the event of a refund?

In the event of a return, we will refund the value you paid with your gift card back to your card. Your code will then be active again and you can use it on your next purchase.

Note on discount codes: In rare cases, a return may cause you to fall below the promotional minimum order value. In this case, we have to follow the redemption conditions, which means that the discount may be forfeited.

Can I redeem multiple gift cards at once?

Yes, you can use multiple gift cards within one order.

Can I redeem a gift card and discount code?

Yes this is not a problem. Because the gift card works like a means of payment, you can also combine it with a promotional code. However, multiple discount codes cannot be applied.

discounts

How can I apply a discount code?

From time to time we have special offers for you! There is always a discount code for this. You can simply enter this during the payment process, click on "Apply" and - boom - benefit from it!

Attention: You can only redeem one discount code per order. Discounts cannot be combined with each other.

Please note that discount codes often have redemption conditions. If you no longer meet the conditions, for example due to a return, the discount will be canceled accordingly. In addition, it is technically not possible to add them to your order afterwards.

What is the Member Programme?

With our member programme, you can collect bonus points with every purchase and redeem them for discounts on future orders. If you spend a certain amount within a year, you can reach further member levels. You can find all the information on our member page.

Is there a surprise for my birthday?

Yes, if you take part in our Member Programme and enter your date of birth, we will surprise you with a small points bonus just in time for your special day.

However, please note that information about the Member Programme will be communicated via our marketing emails.

I have already entered my date of birth. Do I get a surprise too?

Please make sure that you have already entered your date of birth in the member pop-up at least four weeks in advance. Unfortunately, all birth dates entered before March 2024 will not be automatically transferred.

team shop

What is SPORTKIND team wear?

With teamwear from SPORTKIND, your team or club can appear in a uniform look. Agree on up to 3 team colours and combine all our models according to your taste and figure. This way, young and old alike will find an outfit with a feel-good guarantee!

And the best thing? You can simply reorder your team clothing for years to come. We focus on timeless basics and regularly reproduce our collection.

Where can I find the team clothing?

To give you the best shopping experience, we have developed a special team shop for you and your team. This shop is optimised for bulk orders and all teamwear-related processes.

Take a look here and discover clothing for your whole team.

J'ai commandé des échantillons dans la boutique de l'équipe, puis-je également me faire rembourser les frais d'échantillons sur sportkind.de ?

Non. Le remboursement du forfait d'échantillons n'est possible que pour une commande d'équipe via notre Teamshop. Tu trouveras les instructions détaillées à ce sujet dans notre FAQ Teamshop sous le point "Musterbestellung".

Club shops

What are SPORTKIND club shops?

Once you have placed a team order worth over € 4,000 with us, you have the option of your own club shop. All club members can buy items in your chosen club colours at a 25 % discount over two seasons. The club shop is designed to make it quick and easy to place individual repeat orders.

How do I get the discount in the club shop?

Each club shop has a unique discount code that is valid on the defined club colours. Enter this discount code in the payment process to receive the 30% (from 1 March 2024 from 25 %) discount.

You don't have the discount code?

The best thing to do is to ask your contact person in the club. If no one can help you, our customer service is always there for you and will give you the discount code.

Why don't I see the discount in the club shop?

Your club shop serves as an overview so that you know which models and which colours you can buy at a discount.

The club discount will then be finally deducted in the checkout process. After you have placed your desired items in the shopping basket, click on "Checkout". You can then enter your club discount code and see the reduced price.

Can I buy items from my club shop together with "regular" items?

Yes, that's no problem. Add all the items you would like to order to your shopping cart. After one step on "Checkout" you enter your club discount code and get the discount on all models in your club colours. For all other colours, you will still see the regular price.

Can I pre-order items in the club shop?

In the club shop you can only order items that are currently in stock. Pre-orders are not possible here, as the club shop is intended for individual repeat orders. For larger team orders, it is best to continue using our SPORTKIND Team shop. Please request a quote there and enter your partner code in the comments field so we can give you the correct discount.

Your question was not answered?

Then contact our customer service via kundenservice@sportkind.de or our contact form. . You can reach us by phone at +49(0)821 319 499 12. We are happy to help you and look forward to your questions!

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