FAQ
Order
Can I still change my order?
The orders are processed immediately after receipt, therefore a change is unfortunately not possible. If you have forgotten an item in your order, please place another order. If you have ordered the wrong item, you can of course return it to us.
Is it possible to place an order by phone?
Unfortunately, ordering by phone is not possible.
How can I cancel my order?
As long as your order has not been shipped, you can cancel it. Please send an email to shop@hkm-sports.com. You will then receive feedback from us whether we were able to cancel your order or whether it is already on its way to you.
If your order has already been shipped, you can of course return it.
Is there a minimum order value?
There is no minimum order value. The shipping is free of charge from an order value of 129 €.
What should I do if I received the wrong item?
We are sorry for that. Please simply return the item you received in error. Of course, we will not charge you anything for the return. Please use the comment field of the return sheet to note which item you ordered and which one you received instead. As soon as we have received the mistakenly delivered item, you will receive a credit note for the purchase price. To get your desired item, please order it again.
Return & refund
How do I return an item?
An article doesn´t fit or you don´t like it? In that case you can generate your return label here: Get return label
You can print out the return label and stick it on the parcel or have DHL print the label. Simply show the generated QR code on your smartphone in Deutsche Post branches, DHL parcel shops, or to your DHL delivery agent.
For your return to HKM, you only pay a shipping fee of € 2.95 per package. This amount will be deducted from your refund.
How can I make a complaint about an item?
Was your item defective or damaged? We are sorry about that. Please select return reason number 7 (defective/damaged) on the return sheet and make a short note in the comment field where the defect is located or what ist wrong with the item. This sheet needs to go into the parcel.
Please generate your return label here: Get return label
You can print out the return label and stick it on the parcel or have DHL print the label. Simply show the generated QR code on your smartphone in Deutsche Post branches, DHL parcel shops, or to your DHL delivery agent.
Of course we will not charge you anything for the return if you received a defective product.
Where can I drop off my return?
You can drop off your package at any DHL parcel shop, Deutsche Post branche or simply hand it out to your DHL delivery agent. Please make sure that you have generated your return label before.
Has my return arrived?
Using the tracking number on the return label, you can track with DHL whether your return has already arrived with us.
I need a new return label, how can I get it?
If your return label is damaged or missing, you can create your own free return label at the following link:
You can print out the return label and stick it on the parcel or have DHL print the label. Simply show the generated QR code on your smartphone in Deutsche Post branches, DHL parcel shops, or to your DHL delivery agent.
When will my return be refunded?
Once your return has arrived and been processed, we will issue a refund. Depending on the payment method you have chosen, it may take some time before you get your money back. Usually, you will receive your refund after 2-7 working days after we have received your return.
Do I have to pay the shipping costs for the return?
You will have to bear a share of €2.95 of the direct cost of returning the goods. This amount will be deducted from your refund.
How do I exchange an item?
Unfortunately, an exchange is not possible with us. Please send the item you do not want to keep back to us and place a new order.
Payment & invoice
Which payment methods are offered?
The following payment methods are basically available in our online shop.
Credit Card
You provide your credit card details during the ordering process. Your card will be charged immediately after placing your order.
PayPal Express
In order to pay the invoice amount via the payment service provider PayPal (Europe) S.à r.l. et Cie, S.C.A, 22-24 Boulevard Royal, L-2449 Luxembourg ("PayPal"), you must be registered with PayPal, legitimise yourself with your access data and confirm the payment instruction.
PayPal may offer registered PayPal customers further payment modalities in the customer account selected according to its own criteria. However, we have no influence on the offering of these modalities; further individually offered payment modalities affect your legal relationship with PayPal. You can find more information on this in your PayPal account.
SOFORT by Klarna
In order to pay the invoice amount via the payment service provider Sofort GmbH, Theresienhöhe 12, 80339 Munich, Germany, you must have a bank account activated for online banking, identify yourself accordingly and confirm the payment instruction. Your account will be charged immediately after placing the order. You will receive further instructions in the ordering process.
giropay / paydirekt
In cooperation with the payment service provider paydirekt GmbH, Stephanstr. 14-16, 60313 Frankfurt a. M ("giropay" or "paydirekt") we offer the payment methods giropay and paydirekt
giropay
In order to pay the invoice amount via giropay, you must have a bank account activated for online banking, identify yourself accordingly and confirm the payment instruction. Your account will be debited immediately after placing the order. You will receive further instructions in the ordering process.
paydirekt
In order to be able to pay the invoice amount via paydirekt, you must have a bank account activated for online banking, be registered with paydirekt, identify yourself with your access data and confirm the payment instruction. The payment transaction will be processed immediately after placing the order. You will receive further instructions in the ordering process.
Klarna
In cooperation with the payment service provider Klarna Bank AB (publ.), Sveavägen 46, 111 34 Stockholm, Sweden ("Klarna") we offer you the following payment options. Payment via Klarna is only available to consumers. Unless otherwise specified below, payment via Klarna requires a successful address and credit check and is made directly to Klarna. Further information is provided with the respective payment option and in the ordering process.
Purchase on account via Klarna
The invoice amount is due 14 days after shipping the goods and receipt of the invoice.
Financing via Klarna
You can pay the invoice amount in monthly instalments of at least 1/24 of the total amount. The amount of the minimum instalment is 6.95 euros.
How does a purchase on account work?
In cooperation with the payment service provider Klarna Bank AB (publ.), Sveavägen 46, 111 34 Stockholm, Sweden ("Klarna") we offer you purchase on account.
Payment via Klarna is only available to consumers. Unless otherwise specified, payment via Klarna requires a successful address and credit check and is made directly to Klarna. Further information is provided with the respective payment option and in the ordering process.
The invoice amount is due 14 days after shipping the goods and receipt of the invoice.
I have a coupon code. Where can I redeem it?
Coupons can be entered in the last step of the ordering process, at the very bottom of the page.
Shipment
Can I see the status of my order?
As soon as your order is packed and handed over to DHL, you will receive an email. There, you will find a link with a tracking number, with which you can track your order.
What can I do if I am not at home at the scheduled time of delivery?
If the parcel carrier does not meet you at home, you can use the tracking function to see whether your parcel has been left with a neighbor or at a branch. In the store it will be kept for 7 days free of charge.
How many days is the delivery time?
We usually process your order within one business day. Depending on your location, you can expect approximately the following delivery time:
- to Luxembourg: approx. 2 -4 working days
- to Italy, Slovakia, and Hungary: approx. 3 – 4 working days
- to Portugal and Spain: approx. 4 – 6 working days
Please note that the delivery time may be longer in case of higher parcel volume, e.g. during the Christmas season.
Customer account
How do I set up a customer account?
To create a customer account, go to the icon at the top where a person is pictured. Click on the button "Create account" in the upper right corner. Fill in all fields marked with * and choose a password.
What are the advantages of creating a customer account?
With your customer account you have an overview of all your orders. You can save your payment and delivery data, so that you do not have to enter the data again when you place a new order.
Can I order as a guest?
Of course you can order as a guest, without creating a customer account in advance.
How do I change my password, email address or postal address?
After you have registered with us, you will see your personal data on the start page of your customer account. There is also the possibility to edit your personal data.
I forgot my password, what do I do now?
If you have forgotten your password, click on "Forgot your password?" on the log-in page. After that you can enter your e-mail address and we will send you an e-mail containing a link to create a new password. If you did not receive an e-mail after you have clicked the button "Reset my password", please also check your spam folder. If you still have problems resetting your password, do not hesitate to contact us: shop@hkm-sports.com