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Service & Support

Here you can find frequently asked questions categorized by topic.
Gladly our customer service is also personally available.

Support Themen

Gewähltes Thema: Customer Account & Registration

We are pleased that you would like to register in our online shop. In only a few short steps you can open your customer account. Please click on “Login” at the top right of the page. Please enter the requested customer data. You will then need to set a password for your account so that you can easily log in again for future orders. After registration you will receive an e-mail in which you have to confirm your customer account.

Congratulations! Now let’s get started. We hope you enjoy your shopping adventure!

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Don’t worry – we can handle it!

Please start by making sure that you have used the correct e-mail address to log in.

If you have, then try to reset your password using the “Forgot password!” function.

If you still cannot log in after this step, please contact us personally.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

If you have forgotten your password, please click on “Login” at the top right of the page and then under the menu point “Registered Customers” click on “Forgot Your password?”. Enter the e-mail address you used to set up your customer account and complete the process by clicking on the “submit” button. You will then receive an e-mail with a new password. You can personalize or change this reset password in your customer account at any time later.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

You can send us a short e-mail at newsletter@spooks.de at any time, stating that you no longer wish to receive marketing e-mails. We will do our best to process your request as soon as possible. However, processing may take up to a week, and you may still receive newsletters or marketing-related e-mails during this week.

You can also select the direct “Unsubscribe” function in each of our newsletters.

In the footer of each newsletter you will see the item “Unsubscribe newsletter”. Clicking on this point will directly unsubscribe you. 

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Gewähltes Thema: Order & Payment

As soon as you have decided on a colour and size, you can put your desired article into the shopping cart. Just click on the button “Add to cart”.

If you want to continue shopping, click on “Continue shopping”. If you want to complete your order, click on “Go to cart”.

Here you will find an overview of all items that you have chosen so far. This is also where you can enter a voucher or discount code.

Now please quickly check your choice of colour, size and quantity. Here is something you need to know: the articles you have chosen will not be reserved for you until you have completed your order.

Everything okay so far? Then click on “Proceed to Checkout” to complete your order.

If you have not logged in yet, you must do so now.

Please check and – if necessary – complete your billing and delivery address as well as the shipping and payment method by clicking on “continue” under each item.

In the “Order Review” window you must now accept our general terms and conditions as well as our revocation policy by clicking on the required boxes.

And now you can complete your order by clicking on the button “Place Order”. 

That’s it! Your articles will now be packed for you and be sent on their way to you within a few days!

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

After you have ordered you will receive a confirmation e-mail with an overview of your order and your order number. You can always track the status of your order in your customer account under the menu point “My orders”.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

In some cases we may have to cancel an order. This can have various reasons, for example:

  • Product availability. This can be the case if your size went out of stock before we could process your order.
  • Payment problems. Your payment has not been processed, or we have not been able to verify your payment details.
  • Problems with the delivery address. Perhaps you inadvertently entered an incorrect or incomplete delivery address that we were unable to process.

You will not be charged for cancelled products. If your order (or part of it) has been cancelled, you will receive a refund for the cancelled products.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Your delivery and billing address cannot be changed after you have placed an order. However, you can simply cancel the order and place a new order with a different address.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

What happens if you have ordered the wrong article or if you change your mind at short notice? No problem! As long as the order has not yet been packed, you can cancel it.

Simply send us a short e-mail or use the contact form. If your order is already packed, we cannot stop the shipping process. If this is the case, then you can return the order to us once you receive it.

Please note that we cannot cancel a cancellation. But of course you can always place a new order.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

The SPOOKS online shop offers you the following payment options:

Invoice (KLARNA), PayPal, immediate transfer, credit card and prepayment

 

Below you will find information on each payment method:

Payment by invoice (KLARNA):

Our payment by invoice option is offered in cooperation with KLARNA. Please note that KLARNA can invoice only consumers within the Federal Republic of Germany, and that payment must be made exclusively to KLARNA.

Invoices must be paid within 14 days. The invoice is issued when the goods are shipped and is sent either by e-mail or together with the goods.

You can find the complete general terms and conditions for payment by invoice here.

Important notes for transfers to KLARNA:

  • Please always state your order number as reason for payment.
  • If you wish to pay for several orders, please make a separate transfer for each order and not a single transfer for all orders together. This is the only way for KLARNA to correctly allocate your payment.

Unfortunately, we have no influence on the payment methods offered. We ask for your understanding if for a particular order the payment by invoice option is not offered.

KLARNA carries out its own credit assessment. Unfortunately, we cannot inform you of the reasons for a refusal, as KLARNA is not allowed to inform us in detail for data protection reasons. However, you are welcome to contact KLARNA Customer Service personally at +49 (0) 221 669 501 10.

Data protection notice:

KLARNA checks and evaluates your data and exchanges data with other companies and business information agencies if there is a legitimate reason for doing so. Your personal data will be treated in accordance with the applicable data protection regulations and in accordance with the data protection regulations of KLARNA for Germany.

 

Payment by PayPal:

You can also pay securely and easily via PayPal. At the end of the order process you will be redirected to PayPal. If you are already a PayPal customer, you can log in with your user data and make the payment. New to PayPal? Then you can log in as a guest or open a PayPal account and then confirm the payment.

The payment is usually booked within a few minutes and your order will be processed immediately.

 

Payment by credit card:

You can pay for your order comfortably and safely with your credit card. We accept MasterCard and Visa. Your credit card will not be charged until your order has been shipped. Your credit card data will be transmitted in encrypted form via SSL. This high security standard means that shopping at SPOOKS by credit card is completely safe.

Additional security when paying by credit card:

The “Verified by VISA” and “MasterCard Secure Code” systems ensure particularly secure Internet credit card transactions by using special encryption methods.

This does not require any additional software. Customers who are already logged in or guest users are automatically redirected to their bank’s page in the course of payment processing. To complete the order successfully, please follow the instructions given there.

 

Payment in advance:

If you pay in advance, your items will be delivered to you as soon as we have received your payment. We will send you an e-mail confirming receipt of payment.

Please make sure to state your order number as the reason for payment and always make separate transfers for different orders.

The items you have ordered will remain reserved for you until we receive your payment (maximum 7 days). It may take 2-4 working days for your payment to reach us, depending on your bank.

Here are our bank details for prepayments:

Payee: SPOOKS GmbH

IBAN: DE56 3706 9125 2014 6500 19

BIC: GENODED1RKO

 

Payment by immediate transfer:

Pay securely with your online bank account, with Pin and Tan numbers and without registration.

If you pay by immediate transfer, your items will be shipped IMMEDIATELY, provided that they are available.

 

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

If you have any questions at all about issues regarding payment or payment reminders, please contact KLARNA customer service directly at: +49 (0) 221 669 501 10

KLARNA Customer Service will let you know about your payment status or the expected booking date of your credit and explain why you have received a request for payment.

Gewähltes Thema: Delivery & Shipping

It is in our interest to get your order to you as fast as possible! You will therefore usually get your delivery within 1-3 working days of ordering. Any differences in delivery times will be shown in the product details and on your order.

If we cannot deliver an item, we will notify you by e-mail or telephone.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

We ship exclusively via DHL.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

With our standard shipping, your SPOOKS articles will be delivered within 1-3 working days.

Unfortunately, we do not offer express delivery.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Packing and shipping within Germany cost € 3,90. (Orders for a net invoice amount of € 49,90 or more are shipped free of charge!)

Packing and shipping within the EU cost € 6.90. (Orders for a net invoice amount of € 49,90 or more are shipped free of charge!)

Information about packing and shipping costs to other countries can be found here.

Costs for returning special offers and reduced goods must be paid by the buyer.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Even if you order several items together, your desired items may have to be shipped separately. We want your order to arrive as fast as possible and therefore we send available items immediately. Of course we will inform you about this in advance.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

First of all, check your shipment status. Might the package have been delivered to someone in your neighbourhood?

If not, and if the package has not been delivered to you within one week of dispatch, please contact us. We will immediately check where the package is and, if necessary, start a search process.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

We will also be happy to deliver your parcel to a DHL ‘Packstation’.

Simply select “Delivery to Parcelstation of Post Office” in the “Shipping information”.

You will then see a “Search for parcel shop / post office” button, which you can use to locate your nearest ‘Packstation’. Simply enter your desired delivery location and click on “Search”.

Once you have chosen a ‘Packstation’, click on “Choose this pick-up location”. The ‘Packstation’ address will then be automatically stored as the delivery address.

Now all you need to do is enter your DHL customer number. You can find it on your DHL customer card.

More information about delivery to a ‘Packstation’ can be found here.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Gewähltes Thema: Coupon & Discount Codes

Of course you can buy vouchers in our online shop!

Under the category “Little Gifts” you will find all available certificates.

Simply choose the amount you wish to spend and put the voucher in your shopping cart.

Vouchers are sent free of any shipping costs to you by entering the discount code “giftcard_freeshipping”.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

If all you are doing is ordering gift vouchers in our online shop, you can save the shipping costs by entering the discount code “giftcard_freeshipping”. This only applies if all you purchase are vouchers and you have no other item(s) in your shopping cart. Please note that the discount code cannot be combined with other voucher/discount codes.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Discount codes allow you to buy articles in our online shop at a discount.

This is how you can redeem your discount:

Select an article from our online shop for which the discount voucher is valid. Click on the “Go to shopping cart” icon at the top of your screen to open your shopping bag. Below the order overview you will find an input field with the title “Discount code”. Enter your discount code in that field and click on “Redeem discount code”.

When redeeming a discount code, please note the following:

  • It is only valid for a limited period of time.
  • It may not apply to all items.
  • It cannot be applied to an order you have already placed.
  • It cannot be paid out in cash.
  • It cannot be combined with other promotions, offers or discounts.

The terms of use for vouchers and discount codes can be found in our General Terms and Conditions.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Gift vouchers purchased in the SPOOKS online shop can be redeemed only in the online shop and are issued only in EURO.

Gift Certificates/vouchers cannot be used to purchase additional gift certificates or vouchers. Only one gift certificate/voucher can be redeemed per order.

How to use your gift certificate:

Select an article from our online shop for which you would like to use the voucher. Click on the “Go to shopping cart” icon at the top of your screen to open your shopping bag. Below the order overview you will find an input field with the title “Discount code”. Enter your voucher code in that field and click on “Redeem discount code”.

The amount of your gift voucher(s) will be deducted from the total value of your order (including the price of the item(s), sales tax if applicable, and shipping costs). If the total value of the purchased goods is less than the total value of the gift certificate or voucher, the remaining amount is forfeited. If the value of your order exceeds the total value of the gift certificate or voucher, you must submit an offer to purchase SPOOKS goods and pay the balance of the order using another payment method of your choice. In this case, the goods will not be dispatched until full receipt of the outstanding payment.

The terms of use for voucher and discount codes can be found in our General Terms and Conditions.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

That depends on what kind of voucher you used.

Special offers/discount codes:

Discount codes relating to special offers are valid only once and cannot be replaced. They are also usually linked to a minimum order value.

If you return parts of your order and thus fall below the minimum order value for the discount code, the discount code can no longer be considered.

Always check the conditions of the offer.

Gift certificates:

Gift certificates, on the other hand, will of course be refunded in the event of a return.

As soon as we have received and processed your return, you will receive a new voucher by e-mail or by post.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Occasionally you may receive an error message when you use a voucher. There can be a number of different reasons for this. Once the voucher has expired, you can no longer use it. If it is not recognized, you can see what the issue is by following these steps.

First, make sure that you used the voucher correctly. Read the terms of use at the end of the email. Make sure the voucher applies to all the items in your shopping bag, as promotional codes cannot be used for all items. Perhaps the voucher is a retail voucher that cannot be redeemed in the online shop.

If none of these reasons apply to your voucher, check that you have entered the code correctly. It is easy to make mistakes when entering codes by hand. Check that you have not made any of the following common mistakes:

Search for additional spaces, an incorrect character string and/or typing errors

Pay attention to upper/lower case. Check that the Caps Lock key is not enabled and check capital letters.

Make sure you do not confuse the numbers 0/1 with the letters O/I or vice versa.

If you are sure that your voucher code is valid for your order but still does not work, please contact us.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

As soon as you register for the SPOOKS Newsletter via our online shop, we will send you an e-mail with a confirmation link.

Your newsletter registration will not be successfully completed until you have confirmed your registration via the confirmation link. You will then receive your personal welcome discount in a second e-mail. This can take a few minutes.

In rare cases it can also happen that the e-mail including the discount code disappears in the spam folder of your e-mail inbox. Just have a look there.

If, contrary to expectations, you have not received a discount code from us, please contact us.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Gewähltes Thema: Returns & Refunds

If an item that we delivered to you is defective, you can of course return it to us free of charge with the return note, stating the reason for your complaint. Please enclose the completed return note with the parcel. Once the item has arrived at SPOOKS and has been checked, it will be repaired, exchanged or you will be credited with its value according to the payment method you have chosen. Processing a complaint can take up to 2 weeks.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Not a perfect fit? Wrong colour?

In our online shop you can see whether your desired article is still available.

Just return your first order. We will automatically refund your purchase amount after we have processed your return.

You can find more details about refunds and returns here in our help pages.

If you would like to order an item in a different colour or size, we advise you to simply return the original item and reorder it in the desired design. We will refund the purchase price for the returned goods. It will take an average of 3-5 days for the return shipment to arrive at our warehouse. The refund will then be processed within 24-48 hours and you will be credited the amount of the refund using the same payment method you originally used.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Return and revocation conditions for purchases in the SPOOKS online shop:

You have changed your mind and would like to return one or more articles? – No problem!

Within 14 days you can easily revoke your purchase and return the purchased items free of charge.

The best way to do this is to use our return slip.

You can also revoke your purchase by sending us a message that states clearly that you are withdrawing from the purchase contract. More information can be found in Section 9 of the General Terms and Conditions.

To ensure that you get a full refund, the items should be properly packed. In addition, the products may not have been worn, and they must not be damaged beyond the normal signs of wear that occur when trying on the product.

Please note that items purchased from the SPOOKS online store cannot be exchanged or returned to SPOOKS resellers.

Even if it is not obligatory, the following conditions should be observed:

  • The product should be in its original condition and in its original packaging.
  • The original labels should still be attached to the garments.
  • Accessories should have all parts of the original packaging.

 

Return – step by step

  1.  Preparation: Fill out the return note completely and pack the items including the return note in the shipping bag.
  2. Packing: Get your return label at https://bit.ly/2plzWCM. A label will be sent to you by e-mail. All you have to do is print out the return label and stick it at a clearly visible spot on your shipping bag.
  3. Shipping: Once your package is securely packed, you can drop it off at any DHL packing station or DHL branch. It is best to keep your proof of return until you have received a confirmation email from us.
  4. Refund: Once we have received your package, processing and refund may take up to 14 days. If the purchase amount has not been refunded after 14 days, please contact us.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

 

You can return your order in the SPOOKS online shop within 14 days of receipt. The revocation period begins the day after you have received the ordered goods in full. If you want to make use of your right of revocation, you must make a clear revocation statement to SPOOKS GmbH.

This can also be done by telephone, but it is better to send a revocation by e-mail, post or fax.

You will find a sample revocation declaration in our General Terms and Conditions or in the order confirmation we sent you by e-mail after your order. Returning the goods without a comment does not constitute an effective revocation. The revocation period will be deemed observed if you can prove the timely dispatch of the revocation statement. As soon as we have received the goods, we will refund the purchase price paid.

Items bought in the SPOOKS online shop can be returned to us free of charge only by DHL post via our DHL return portal. Please do not send your packages unstamped. We will not accept these packages. 

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

We will refund the shipping costs provided that the relevant conditions have been met. In some cases we may be able to refund the full shipping costs, for example if you return an entire order. However, we cannot refund shipping costs if you return only part of your order or if you return the order through a different shipping company than the one that delivered the goods to you.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

... after a return shipment:

As soon as we have received and processed your return, the purchase amount will be automatically refunded within 14 days.

... or in case of revocation:

If you have revoked your order or if in unusual cases an item is not available, we will refund the amount paid immediately.

 

The refund depends on the method of payment:

Invoices (KLARNA):

Once we have received and processed your return, we will inform KLARNA and you will receive a refund within 3-5 business days.

 

Prepayment:

The amount of the payment will be credited to the bank account from which you transferred the money. It may take up to 5 business days before the credit is visible on your account.

 

Credit card:

The credit card account debited by us will be re-credited with the amount being refunded. You will see the refund on your next credit card statement. It may happen that the date of the reversal posting is the same as the date of the payment.

 

PayPal:

The amount will be credited to your PayPal account. You can decide yourself in your PayPal account whether the amount is deposited in your PayPal account or returned to your bank account.

 

Gift Certificate:

As soon as we have received and processed your return, we will issue you a new gift certificate and send it to you by e-mail or post.

 

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Gewähltes Thema: Guarantee & Warranty

Quality is very important to us. All our articles are carefully tested under real conditions to ensure that they are as suitable as possible for their intended use. However, it cannot be avoided in 100% of cases that products might show a quality problem.

In principle, we grant a statutory warranty period of 24 months. Please note that it is very important that you report the defect to us as soon as possible after you have noticed it. During the first six months (from date of purchase) it will be assumed in your favour that the item was already defective when it was delivered to you and you therefore do not have to prove this.

If an item you bought in our online shop has a quality problem and you wish to return it, please send us the item as a warranty return. As soon as we receive it, it will be examined by our complaints department.

If we determine that the item actually has a quality problem, has been damaged in the manufacturing process or if you have received the item in a condition that does not correspond to the intended condition after leaving production, you will of course receive a credit for this item.

We cannot refund items that have been damaged for other reasons, including negligence, misuse or wear.

Furthermore, we cannot refund items that were not purchased from our online shop at www.spooks.de or at one of our SPOOKS trade fair stands.

Please note that the service life of a product depends on the individual user, the user’s typical wearing behaviour and the wearing conditions. Products that have been damaged from normal wear and tear or have reached the end of their expected service life will unfortunately not be replaced.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

Gewähltes Thema: Information about the Company

Counterfeit products are in circulation all over the world. If you suspect that you have purchased such a fake, please inform us of the dealer (name and address) from whom you purchased the product.

You should include the following:

- Photos of the product (including all labels).

  • Photos of the packaging.
  • A copy of the proof of purchase.
  • Other documents you received with the product.
  • The address of the relevant website if you purchased the product online.

Since counterfeit products do not come from us, please understand that we cannot exchange them or grant a credit note.

Unfortunately, we can also not disclose details of the measures we have taken or their results.

If you wish to file a written complaint against the seller of the product, we will be happy to provide the relevant authorities with information about the authenticity of the product.

Future product purchases should only be made in our online shop, at our specialist dealers or at our trade fair stands.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

SPOOKS needs support!

In order to further boost the strength of our team, we are always looking for employees who have the appropriate technical specialization, are good team players and want to inspire our customers.

You can find a list of our current vacancies here. You are also welcome to send us an unsolicited application.

Please send your application by e-mail to jobs@spooks.de.

Any more questions? Use our LiveChat, the contact form or contact our customer service directly. We will be glad to help you!

SPOOKS has been sponsoring individuals for many years.

Our so-called brand ambassadors are carefully selected and comprehensively equipped with SPOOKS brand products.

Athletes present the SPOOKS brand in all their sporting activities. In addition, intensive cooperation in product development and marketing forms the basis for close cooperation and long-term success for both parties.

Are you interested in working with us?

Then send us your inquiry to the following e-mail address: sponsoring@spooks.de.