FREQUENTLY ASKED QUESTIONS

During the ordering process you can decide whether or not you want to create a customer account with us by entering your address and your personal data.

1. Go to the login page and select "Forgot password".
2. Enter the email address by which you're registered here, and click "Reset".
3. You will then receive an email from us with a link to reset your password.
4. Click on the link and enter your new password in the field.
5. Confirm your entry with "Save new password".
6. After that the login page will appear and you can log in with your email address and your new password.

You can change your data directly in your customer account under "edit". Please note that you can not change your email address later. If you have any questions, please contact our customer service at [email protected].

To delete your customer account, we ask you to inform our customer service at [email protected]. We will delete your data irrevocably and confirm the deletion to you again by mail.

Important: If orders or payments are open, the customer account cannot be deleted. This is only possible once all processes have been completed.

You placed an order but did not receive an email confirmation? Don't worry - this does not mean that we did not receive your order. The reason for this could be several factors.

Please make sure that the following points are met:
- Did you enter the correct email address?
If not, we can change your email address and send you the order confirmation again.

- Is the email in your spam/junk mailbox?
Our order confirmations sometimes slip into the spam/junk mailbox.

Still haven't received an email from us? Then feel free to contact our customer service at [email protected].

A change of your order is possible in indiviuellen cases. Please send us an email with your request to [email protected].

If you wish to cancel your order, please also send an email to [email protected]. We will try to accommodate your request, but cannot guarantee that your order can be canceled.

You can find the order summary in your customer account, if you have created an account when placing your order. In addition, we will inform you by e-mail about the progress of your order.

If the transaction via PayPal or SOFORT Überweisung was not successfully completed during the ordering process, your order will be automatically canceled.

We also reserve the right to cancel orders after the risk check according to our GENERAL TERMS AND CONDITIONS if necessary. In these cases, a notification will be sent to the e-mail address you have provided.

The following payment methods are available:

Credit card

Paypal

Instant bank transfer

ApplePay

GooglePay

PayPal offers various payment options and insures orders up to 500 EUR - for this you only need a free account.
If you want to pay your order via PayPal, you will be redirected and asked to log in with your account or register again. As soon as this is done, you only have to choose the desired payment method (PayPal credit, direct debit or credit card) and confirm the payment. We will then receive a confirmation from PayPal and send your goods immediately.

We accept payments via VISA, Master Card & American Express conveniently and securely directly in our check-out process. Your credit card account will be charged upon completion of your order.

With the payment method SOFORT you simply complete your order with your online banking data. Immediately afterwards you will receive a transaction confirmation and your order can be processed directly.

All deliveries are shipped with DHL.

Within Germany, delivery usually takes 2-3 business days. Deliveries abroad take about 5-15 business days depending on the country of delivery.

The shipping costs within Germany are 5,90€ per order.

About the shipping costs to all other countries, you can inform yourself here.

You can find an overview of all the countries we supply here.

All order will be shipped from Germany. For this reason, there are no customs duties or import taxes within the EU. Outside the EU, these may apply.

The customs duties go 100% to the customs of the respective receiving country & must be paid by you.

If you refuse to accept the package, the customs duties will still be charged. These will then be deducted from your credit in the event of a return by DHL.

As soon as your goods leave our warehouse, you will see a link to the shipment tracking in your customer account in your order, so that you always know where your package is at the moment.
In addition, you will receive a shipping confirmation from us by e-mail, also with a link to the shipment tracking.

If you are not personally present at the time of delivery, you will usually receive a corresponding notification from DHL.

Orders within Germany are usually ready for you to pick up at the nearest post office for 7 working days. If there is no pickup or the order cannot be successfully delivered, the package will be returned to us.

A new delivery is possible only on the basis of a new order entry by you.

In this case we ask you to refuse acceptance, so that the package is returned to us.

In this case, please contact our customer service at [email protected].

If you have received a faulty item, we are very sorry. In order to check your claim, we ask you not to return the item yet. First send us a photo and a short description of the defect to [email protected]. Please also include your order number, which you will find in your order confirmation. Our customer service will help you with the next steps.

When shipping to you, the goods are insured for transport by us. In order to guarantee the insurance also in case of a return, please use the return bill provided for this purpose, which you will receive from us by mail after successful application of the return.

If the package is picked up by the shipping service provider, please have this handover confirmed by a receipt with signature. If you should hand over the parcel at the post office counter, please have a confirmation issued there as well.

We only accept returns on new and unworn merchandise. In the event that the goods are damaged upon arrival at our returns warehouse, we will return them to you.

In the event of a cancellation, we will refund you the purchase amount including shipping costs.

In the event of a return, we will refund the purchase amount including shipping costs if all items from the order are returned. If at least one item of a shipment is kept, the shipping costs cannot be refunded.
This applies to shipments within Germany and to all EU countries.
Third countries (all countries outside the EU) are excluded from this rule. Here, even in the case of a complete return or revocation, the outbound costs cannot be refunded.

Returns within Germany
If you want to return your goods within 14 days, please use this online form to request the return and get your return label.

Returns from abroad
For returns from all other countries the customer bears the costs of the return. Please use this online form to register the return.
As soon as we confirm the return registration, you can send the package back to us insured with a shipper of your choice.

Within Germany you have a statutory right of withdrawal. You can cancel your contract within 14 days after receipt of the goods without giving reasons in writing (eg e-mail, fax, letter) and by returning the item, if it has already been sent to you. You can read more about the right of withdrawal and the consequences of withdrawal in our GENERAL TERMS AND CONDITIONS .

The revocation is to be sent to: [email protected]

KangaROOS e-Shop - RETOUREN-
c/o. Bernd Hummel GmbH
Steinstraße 35 Messehalle 3
66953 Pirmasens

If you have properly returned your package to us, we will refund you the purchase amount within 14 days after receipt of the goods. The amount will be credited to you with the payment method you used for your order.

You can see where the package is located by the tracking number of your return. Please note that the return bill should always be kept until the refund has been made.

Unfortunately, an exchange is not possible for technical reasons.

You can return your order within 14 days of receipt. As soon as your return arrives at our warehouse, we will refund the amount and you can place a new order with the item you want.

If we have refunded you an incorrect amount, we apologize! In this case, please contact our customer service immediately at [email protected].

The cancellation form or return form is used to allocate your order. If neither a copy of the delivery bill nor the cancellation/return form is enclosed, it is not possible for our returns department to assign your return.
In order to receive a refund, we ask you to send our customer service the shipment number of your return. Based on this number, your return can be filtered out in exceptional cases.

Returns can be made at any DHL branch. Please note that you cannot send your return to us via Packstations for security reasons. Returns to all other countries should be returned via the original shipping method.

Enter the code of your voucher in the "Discount code or gift voucher" field in the shopping cart and click on the "Apply" button. Please make sure that the code is spelled correctly. The voucher value will then be automatically deducted from your order value.

- Promotional codes are applicable only once, regardless of whether the item is returned.

- Promotional codes may have a minimum order value, which is always stated on the coupon. If you received the voucher by email, the minimum order value will be mentioned there.

- Individual items may be excluded from the promotion.

- Unfortunately, subsequent credits are not possible.

For more details on how to redeem promotional codes, please visit our GENERAL TERMS AND CONDITIONS.

If you subscribe to our newsletter, we will inform you free of charge and regularly via email about the latest KangaROOS collabos, promotions and everything that makes your sneaker heart beat faster.

To subscribe to our newsletter, fill in the corresponding field on our home page with your email address.
By clicking on "Subscribe" you will then receive a confirmation email. Click on the link in it to finally register. Of course you can unsubscribe at any time.

If you want to unsubscribe from the newsletter, you can use the corresponding link at the end of the newsletter or inform us by email to [email protected]. You will receive a confirmation email about the successful unsubscription from the newsletter.

You are welcome to contact us at [email protected] if you would like to know if a particular product is still available.

An item is only reserved for you when you have completed the order process at the checkout. When you put an item in your shopping cart, it is not reserved for you.

We have not yet found a sustainable solution for a take-back. Returning the products to us in Pirmasens means a higher consumption of resources than a sustainable use or a disposal at a company that specializes in the reuse or recycling of worn shoes.

There are some offers of such companies on the Internet; we recommend going this way.

We are happy to refer to the "Platz schaffen mit Herz" initiative launched by our business partner OTTO in Hamburg. "Platz schaffen mit Herz" is a non-profit initiative that supports social projects around the world by reselling old clothes and shoes. You can find out more here: https://www.platzschaffenmitherz.de/transparenz