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Help

How can we help? On this page, you will find the frequently asked questions and their answers. You should find the answers to most of your questions here.

 

Your user Account

 

Why do I need an Account?

 

You will require an account to place orders via our web shop. After creating your account, you will be able to check your order history and update your account info.

Furthermore, you will be able to modify your addresses and make a return.

 

The order processing and the communication related to it take place via e-mail and automated order processing.

 

Therefore, you have to make sure that the email address you use to register is correct, so that you can receive our emails to this address.

 

If you use a spam filter, please make sure that our emails or emails from our parcel services are not marked as spams and can be delivered.

 

 

How do I create an account?

 

Just click here to create an account.

 

How to register step by step:

 

1. Click on "Customer account".

 

2. Fill each required field under “create an account”.

 

3. In the two last fields, under “LogIn Information” you will have to enter a password.

You must choose this password.

4. Once you filled the fields, please click on “submit”.

 

 

How do I change my account details?

 

If you want to change some personal information in your account, please click on “customer account” and sign in. You will be able to update your addresses and contact details.

 

Please note that these modifications cannot be taken into account for any order you have already placed.

 

If you have placed an order but then wish to make some changes, please contact us as soon as you can. Please mention your order number so that we can ASAP respond to your request.

We will do our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed.

 

 

I forgot my password

 

If you forgot your password, please click here:

 

 

Ordering

 

How do I place an order?

 

You may not order over the phone, by email, FAX or by post.

 

You can quickly and easily order via our web shop.

 

1) If you have not registered so far, create a user account.

2) Sign in.

3) Click on the item you wish to order.

4) Select the size you require via the drop-down menu.

5) Add the item you wish to order in the shopping cart.

-> Click on the “Add to cart” button.

-> If you want to order further items, click on “continue shopping” and repeat the steps 3 to 5.

6) Once you have selected all the items you wish to purchase, click on the “proceed to checkout” button.

7) Please, make sure the shipping address in the block “1 Address” is correct, as we cannot modify this address once you have finalised your order.

8) Select your payment method under 2 “Payment Information”.

9) Finalise your order on clicking on the “Buy now” button.

 

 

Is my item available?

 

Availability information for products is listed on each individual product page and in the size selection menu for each individual size.

We have the most products of our range in stock and will process your order generally on the same day if you place your order until 16:00.

If a product is not immediately available, for example due to a higher demand or because several orders are placed at the same time, this product will be ordered via our sourcing guarantee.

The availability of a product will be updated after you have finalised your order.

The estimated delivery time is stated in the confirmation email.

If you have selected “payment in advance by wire transfer” as a payment method, this estimated delivery time starts when we receive your payment.

 

 

What does sourcing guarantee mean?

 

If the item you wish to purchase is currently out of stock, we guarantee to deliver this item within ten working days (subject to product availability at the suppliers).

 

 

When do I get my order?

 

You will receive an order acknowledgement by email containing all your order details (order number, deliver time, etc.) right after finalising the order on clicking on the “Buy now” button.

 

If the goods are in stock and if you have placed your order before 16:00, we ship your order on average on the same day you placed it. In any case, we will ship your order as soon as possible.

Germany: deliveries take about 1-3 working days from the despatch day.

International shipping: deliveries may take about 3 to 14 days.

 

 

For some countries, the parcels can only be tracked starting from their arrival in the destination country.

Thus, the status of your item will not change before being scanned at its arrival in its destination country. This will be the first tracking point along its journey.

This might last some few days, therefore we kindly ask you to check your tracking regularly.

If we do not have an update yet, please check your tracking later on.

 

 

I cannot finalise my order

 

This might be due to your browser settings.

Please make sure that you allow the cookies for our website.

If necessary, please try again with another browser (Google Chrome, Mozilla Firefox, etc.).

 

 

Changing/Cancelling an order

 

Can I change an order after finalising it?

 

No. After finalising the order, it is not possible to make any change as orders move rapidly through to our warehouse.

 

Changing an order you have already placed is only for some exceptions possible, for example if the despatch is delayed or for orders with payment method “payment in advance” if you have not paid, so far.

 

Please contact us as soon as you can.

Please mention your order number so that we can process your request.

 

 

How can I cancel an item / an order?

 

Please contact us as soon as you can. Please mention your order number so that we can process your request.

 

If your order or a part of your order is already sent, you may refuse the parcel upon delivery. The delivery driver will return your parcel for a refund. Your parcel will be processed according to the normal return procedure.

 

However, we kindly ask you to inform us via our contact form.

 

If you were not able to refuse the delivery, please contact us.

Please mention your order number so that we can process your request.

 

 

Vouchers

 

Can I also buy gift vouchers?

 

We do not currently offer gift vouchers. Of course, we will try to offer this option in the future.

If you are interested in voucher codes, please sign up for our newsletter. You will receive e-mails informing you about our discount campaigns.

 

 

How can I redeem a voucher code?

 

Log in.

Add the item you wish to order in the shopping cart. Click on the “Add to cart” button.

In your shopping cart, you will find the field “DISCOUNT CODES”.

Enter you voucher code in this field and click the button “Apply Coupon”.

You will not be able to redeem your voucher if you do not reach the minimum order value required.

Please mind the terms and conditions that apply on the discounts such as minimum order value and validity period. These terms and conditions are always published on our website with our current offers and promotions.

 

 

Can I redeem more than one voucher code in one order?

 

No, only one voucher code can be used per order. However, you can place several orders using the same voucher code during its validity period.

 

You can also subscribe to our newsletter we will keep you informed by e-mail about our vouchers offers and promotions.

 

 

The voucher code does not work, what shall I do?

 

You have first to log in to submit your code.

You have to click on the button “Apply Coupon”, in order to apply the discount.

Please check if you reach the minimum order value.

Please check the validity period.

Please mind to enter your voucher code correctly: Please mind the upper cases, figures, hyphens.

If you copied and pasted the voucher code, please check if you by accident also copied a blank.

 

 

Payments

 

What payment methods are available?

 

Payment in advance: You transfer the amount to our bank account.

We will send you an email with the necessary details for the bank transfer right after placing the order.

You will also find our bank details here.

Your products will ASAP be sent after receipt of your payment.

 

 

What account do I transfer the money to?

 

Please transfer the invoiced amount to the following bank account:

 

Recipient: 21sportsgroup GmbH

Bank: Postbank

IBAN: DE89 5001 0060 0997 8886 01

BIC: PBNKDEFFXXX

 

You MUST enter your order number* as well as the Purchaser’s first name and surname in the reference field in order to avoid any delay in processing.

*You will find your order number in the confirmation email you will receive after placing the order or in your dashboard in the customer account.

 

Cash on delivery: The payment method cash on delivery is only available for Germany, Austria and Italy.

We do not accept cash on delivery for any other country.

When selecting cash on delivery, you pay the delivery company for your order.

An overview of the charges is available here.

Your goods will be shipped ASAP upon receipt of your order. Partial deliveries are not available for this payment method.

 

Credit cards: The easiest and fastest way to pay. While ordering, you will be redirected to the site of our credit card service provider.

You will be able to register your details on this site.

The goods you ordered will be sent ASAP upon receipt of your payment.

 

PayPal: To pay via PayPal, you require a PayPal Personal Account on https://www.paypal.com/ . After registering, you will be able to pay easily and comfortably with PayPal using your email-address and password. 

 

 

Do you accept payment against invoice?

 

Unfortunately, we do not offer payment against invoice.

We will of course do our best to offer you this payment method in the future.

 

 

Will I get an acknowledgement of payment?

 

You will receive an acknowledgement of your payment only for the payment method “payment in advance”!

Once your payment is registered on our account, you will get an acknowledgement of your payment by E-Mail.

 

 

Can I change the payment method after placing the order?

 

Currently, we can only change the payment method from “payment in advance” to “cash on delivery”, provided the payment method “cash on delivery” is available in your country.

In this case, please be so kind and contact us.

 

If you wish to modify any other payment methods, we will have to cancel your order.

Please be so kind and contact us.

You will have to place a new order with the payment method you wish.

 

Please be so kind and mention your order number so that we can process your request.

 

 

Delivery

 

Are partial deliveries possible?

 

Germany: Basically, we will not charge any further additional costs for a partial delivery incurred by us.

If you wish a partial delivery, we can provide it starting from €40/item. Basically, we will not charge any further additional costs for the partial delivery requested by you.

 

International deliveries: We only offer complete deliveries.

A complete delivery means that we do not ship your order before all items are available.

 

 

Where do we ship?

 

Besides Germany, we also ship to many other countries. Please click here for an overview of all the countries we ship to.

 

 

How much are delivery costs?

 

We do not charge delivery costs for shipping within Germany.

 

Please click here for an overview of the delivery costs for international shipping.

.

 

 

Are there any surcharges to consider for international deliveries?

 

VAT

When- as a private individual - buying online from another EU country than your EU country of residence, the VAT charged generally corresponds to the VAT rate in the EU country where you make the purchase.

 

However, if the company you buy from sends goods over a certain threshold to your destination country, this company has to apply the VAT in the EU country where the goods are delivered – (VAT of destination).

21sportsgroup GmbH is over the threshold set by the EU and has to apply the VAT destination rule for the countries listed below. For deliveries to other EU countries, we will charge the current German VAT (19%).

 

Belgium: 21% VAT

Denmark: 25% VAT

Finland: 24% VAT

France: 20% VAT

Greece: 24% VAT

Italy: 21% VAT

Luxemburg: 17% VAT

Netherlands: 21% VAT

Spain: 21% VAT
Sweden: 25% VAT

 

 

SWITZERLAND:

Generally, each consignment from abroad to Switzerland is subject to customs duty and VAT. Thus, you will have to pay the Swiss VAT on the goods value to the Swiss state. These charges should however not be confused with the postage costs. The parcel service we use for Switzerland takes care of the custom duty incurring for your consignment.

 

 

I wish a delivery outside Germany. Why does the goods value change at checkout?

 

This is due to the different VAT rates:

The prices quoted on our website are based on Germany delivery, as our shop is a German shop. For non-Germany deliveries, local tax will apply and the price will be adjusted at checkout.

 

 

Which parcel service do we use?

 

We send parcels within Germany with DHL.

 

Please click here for an overview of all the parcel services we use.

 

 

How is my parcel packed?

 

To minimise the negative environmental impact of packaging, we send the purchased goods in their original boxes.

 

 

Can I track my parcel?

 

Yes. Each shipment has a tracking number.

As soon as your parcel is ready to ship, you will get an automatic shipping confirmation by e-mail with all required tracking information as your tracking number and the parcel service in charge.

With this information, you will be able to track your parcel on the parcel service’s website. 

 

 

Can I change the delivery address after the dispatch is processed?

 

No. It is not possible to modify the delivery address once the dispatch is processed.

 

 

How long will the delivery take?

 

Germany: Your parcel will arrive within about 1-3 working days after shipping.

 

International deliveries: Most parcels will reach their destination within about 3 to 7 working days. However, some destinations may require additional time allowed for parcels to arrive (about 3 to 10 days).

 

In some countries, your parcel will not be trackable before it arrives in its destination country.

 

Therefore, the tracking information will not change until your parcel arrives in its destination country.

This may last some few days. Therefore, we kindly ask you to check your tracking regularly.

 

Delivery to a DHL Packstation:

 

We can deliver to a DHL Packstation within Germany without problem.

 

Charges by Cash on Delivery

 

We offer the payment method Cash on Delivery only within Germany, Austria and Italy.

 

Charges for Germany: €4, 30 + €2 DHL-Charges.

 

Charges for Austria, Italy: €4, 30

 

Shipping Country

Insurance & Packaging

Delivery costs up to €50 purchase value

Delivery costs over  €50 purchase value

Delivery costs over €150

purchase value

Austria - Hermes

€ 1.99

€ 3,99

for free

for free

Belgium - DHL

€ 1.99

€ 3,99

€ 4,99

for free

Bulgaria - DHL

€ 1.99

€ 7.99

€ 7.99

for free

Croatia - DHL

€ 1.99

€ 8,99

€ 7,99

for free

Czech Republic - DHL

€ 1.99

€ 4,99

€ 3,99

for free

Denmark*** - UPS

€ 1.99

€ 4,99

€ 3,99

for free

Estonia - DHL

€ 1.99

€ 6,99

€ 6,49

for free

Finland - DHL

€ 1.99

€ 6,99

€ 5,99

for free

France* - La Poste

€ 1.99

€ 3,00

for free

for free

Greece - DHL

€ 1.99

€ 7.99

€ 7.99

for free

Hungary - DHL

€ 1.99

€ 6,99

€ 5,99

for free

Ireland - DHL

€ 1.99

€ 6,99

€ 6,49

for free

Italy - Hermes

€ 1.99

€ 5,99

€ 4,99

for free

Latvia - DHL

€ 1.99

€ 6,99

€ 6,49

for free

Liechtenstein - DHL

€ 1.99

€ 15.99

€ 14,99

for free

Lithuania - DHL

€ 1.99

€ 5,99

€ 5,99

for free

Luxembourg - DHL

€ 1.99

€ 5.99

€ 5,99

for free

Malta - DHL

€ 1.99

€ 7.99

€ 7.99

for free

Monaco - La Poste

€ 1.99

€ 5,99

€ 4,99

for free

Netherlands - DHL

€ 1.99

€ 4,99

€ 3,99

for free

Poland - DHL

€ 1.99

€ 5.99

€ 4,99

for free

Portugal - DHL

€ 1.99

€ 6,99

€ 6,49

for free

Romania - DHL

€ 1.99

€ 7.99

€ 6,99

for free

Sweden - DHL

€ 1.99

€ 6.99

€ 5,99

for free

Switzerland - DHL

€ 1.99

€ 13.99

€ 13.99

for free

Slovakia - DHL

€ 1.99

€ 6,99

€ 6,49

for free

Slovenia - DHL

€ 1.99

€ 6,99

€ 5,99

for free

Spain**- DHL

€ 1.99

€ 6,99

€ 5,99

for free

*We do not ship to the French overseas departments and territories

**We do not ship to the Canary Islands, Ceuta and Melilla as well as the Balearic Islands

***We do not ship to Greenland and to the Faroe Islands

 

 

What does the Insurance & Packaging charge correspond to?

 

We charge a €1, 99 flat rate per order for insurance and packaging. This flat rate is charged for each order, regardless of the order value and the shipping country.

 

 

Consignment

 

My parcel arrived damaged and some items are missing. What should I do?

 

Germany: You have to file a damage claim within 7 days of receiving the parcel:

Please go to your post office and fill there the damaged notification form.

Please ASAP send us a copy of the damage notification form by mail as well as pictures of the parcel.

 

International deliveries: You have to file a claim to the carrier* in charge within 7 days of receiving the parcel.

Please contact the carrier* in charge.

Please ASAP send us a copy of the damage notification form by mail as well as pictures of the parcel.

 

*(UPS, La Poste, Hermes, DHL’s partners…)

 

If your parcel has not arrived damaged and its content does not correspond to the goods listed on your invoice, please contact us.

Please mention your order number so that we can process your inquiry.

 

 

Returns

 

How can I cancel my order?

 

Please confer to right to cancel for details.

 

 

Can I bring back an item I ordered online to a retail store?

 

No. Processing an online order in one of our retail stores is unfortunately not possible.

Therefore, we kindly ask you to follow our below mentioned return procedure.

 

 

To what condition can I return an item?

 

Your return must be in new and unworn condition and in the original packaging.

Of course, you have to try on clothes and shoes.

However, please try on these items, as you would do it in a store:

Please do not try on your shoes outdoors but in your home.

For hygiene reasons, when trying on any kind of underwear or bathing suits, we kindly ask you to keep your own underwear on underneath.

 

 

How do I send back an item or an order?

 

You have the right to cancel this contract within fourteen days without stating reasons for such cancellation.

The cancellation period is fourteen days from the day on which you or a third party designated by you who is not the carrier have/has taken possession of the last goods from your order.

 

Log in to your customer account.

Download under “Return/Exchange” your return label and the return form for the corresponding order.

Print both documents.

Complete the return form and put it inside your return parcel.

Seal your parcel appropriately; ideally use a second packaging for protection.

Paste the return label securely on the top surface of your parcel.

Please do not paste tape strips on the original box.

Please safely keep your return receipt and your tracking number.

 

Please note that our return label is only valid within Germany.

Please note that we will not assume the shipping fees for international returns.

 

PLEASE MIND:

We do not accept carriage-forward deliveries (postage charges paid by the recipient).

Furthermore, we do not assume costs for Germany-returns that were not sent according to our return procedure.

 

 

I used a voucher and wish to return one part of my order. What happens with my discount?

 

When returning goods which you bought using a discount, we will adjust the refund accordingly if you fall below the minimum order value required to apply the voucher, as that discount or offer will no longer apply.

 

 

Refund

 

How do I get a refund for a return or a cancellation?

 

Our refunds are issued based on the payment method used at the time of purchase.

If you use PayPal to pay your order, we will refund the amount via PayPal.

 

 

Exchange

 

Can I exchange an item I ordered online to a retail store?

 

No. Processing an online order in one of our retail stores is unfortunately not possible.

Therefore, we kindly ask you to follow our below mentioned return procedure.

 

 

To what condition can I exchange an item?

Your return must be in new and unworn condition and in the original packaging.

Of course, you have to try on clothes and shoes.

However, please try on these items, as you would do it in a store:

Please do not try on your shoes outdoors but in your home.

For hygiene reasons, when trying on any kind of underwear or bathing suits, we kindly ask you to keep your own underwear on underneath.

 

 

How do I send back an item or an order?

 

You have the right to cancel this contract within fourteen days without stating reasons for such cancellation.

The cancellation period is fourteen days from the day on which you or a third party designated by you who is not the carrier have/has taken possession of the last goods from your order.

 

 

How do I exchange an item?

 

If you want to exchange an item for a different size, colour or a different model, you have two options.

 

Option 1:

 

Just send us back the unwanted item(s) for a refund and place a new order via our web shop for the required item. As you will place a new order, you will have to pay for this new item.

 

Log in to your customer account.

Download under “Return/Exchange” your return label and the return form for the corresponding order.

Print both documents.

Complete the return form and put it inside your return parcel.

Seal your parcel appropriately; ideally use a second packaging for protection.

Paste the return label securely on the top surface of your parcel.

Please do not paste tape strips on the original box.

Please safely keep your return receipt and your tracking number.

 

As we do not charge any shipping costs within Germany, the only additional costs that incur will be the € 1.99 flat rate for insurance and packaging (charged for each order!).

 

Pros: You will get your required item regardless of the time it takes to process your return, provided the required item is in stock.

As soon as we have processed your return, we will refund your money via the payment method used at the time of purchase.

 

Option 2:

 

Log in to your customer account.

Download under “Return/Exchange” your return label and the return form for the corresponding order.

Print both documents.

Complete the return form and put it inside your return parcel.

Write the item number and the size you require down on this return form.

Seal your parcel appropriately; ideally use a second packaging for protection.

Paste the return label securely on the top surface of your parcel.

Please do not paste tape strips on the original box.

Please safely keep your return receipt and your tracking number.

 

Pros: You will get the required item(s) after your return has been processed without paying again. We will take care of the exchange. Please note that in this case processing your exchange depends on the returns levels and processing time. Please note that processing of returns can take up to 10 business days.

 

 

Will I have to pay return postage?

 

Germany:

As we offer free returns within Germany, you will not have to pay for postage using our returns label.

(Cf. Returns/Exchanges).

 

We do not assume costs for Germany-returns that were not sent according to our return procedure.

 

Please note that our return label is only valid within Germany.

 

ATTENTION:

We do not accept carriage-forward deliveries (postage charges paid by the recipient).

 

International exchanges:

Please note that we will not assume the shipping fees for international returns.

You will have to pay for the return costs.

 

 

Has my return arrived at your logistics centre?

 

Germany:

You can check whether your return has arrived by using the tracking number/shipping number of your return shipment. You can find your tracking number on your post office receipt and on the return form.

 

Visit the DHL website (http://www.dhl.de/en.html) and enter your tracking number in the corresponding field. Just click on the arrow to view the status of your shipment.

 

Your return has arrived as soon as DHL successfully delivered your shipment to us. Please note that processing of returns can take up to 10 business days.

 

International deliveries:

We recommend choosing a parcel service that provides a track and trace for your return.

Please safely keep your return receipt and your tracking number, until your return is processed.

 

 

How long does it take to process my return?

 

All returns go through a visual inspection.

After receiving your return, we try to process it as quickly as possible, on average within 5 days, but it can take up to 10 days when we are very busy.

 

This means that your return and your refund will be processed no later than 10 working days upon receipt of your returned article at our logistics centre in Mannheim.

 

We have no influence over postal delivery times and the time your bank takes to process our refund payment.

If a return is incomplete or items are used or damaged, we try to contact you as soon as possible to find a solution, but we cannot guarantee processing within 10 days in that case.

We will notify you by e-mail, once your return is processed.

 

 

Claim

 

My item is defective. What shall I do?

 

Please be so kind and ASAP contact us.

Please mention your order number so that we can ASAP respond to your request.

Please describe the problem encountered.

 

 

Stores

 

Can I also shop in your retail store?

 

Feel free to also shop in our stores in Munich and Dresden. Please note that the online store and the retail store are two separate companies. Therefore, products offered in our online store are not necessarily available in our retail store. Also, we cannot offer items from our retail store at our low online prices – they are usually sold at the recommended retail price. However, we do of course often have special offers or reduced items in our retails stores, too.

 

 

Can I bring back an item I ordered online to a retail store?

 

No. Processing an online order in one of our retail stores is unfortunately not possible.

Therefore, we kindly ask you to follow our return procedure.

 

 

Contact us

 

You can contact us via our contact form or by phone 0049 621 400 700 40

 

Opening times:

Monday to Friday: 09:00 – 18:00

 

Please note that we will not process your request outside these times.

 

Do you have questions on your order?

Please mention your order number in our contact form.

If you prefer calling, we also require your order number.

If you give us this number, we will able to process your request faster.

 

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