FAQ ORDER
How do I become a customer?
When you visit our site for the first time, you are automatically logged in as a guest. You can view all items and browse through our range. If you would like to place an order, you can register as a customer. This gives you access to your personal customer account, which you can manage yourself. You can log in and out at any time.
Who can shop in your shop?
Customers from all over the world can shop with us. We offer products internationally and welcome customers from all countries to shop with us. No matter where you are, you can explore our range and place your order.
What do I have to consider as a customer outside the EU?
As a customer outside the EU, you can purchase all items without VAT. However, please note that depending on your home country, additional import tax and/or customs duties may apply. Please contact your local customs office for more information. Please note that our shipping costs only include the freight costs and any handling fees charged by the shipping service. You are responsible for any import taxes or customs duties.
Where can I find information about a particular product?
You can find comprehensive information about each product group in our shop under 'Product information'. We also offer you the option of using our online or telephone advice service. You will also find a link to the manufacturer for further details on almost every product.
How does the ordering process work?
The ordering process is simple and straightforward. When you visit our site for the first time, you are automatically logged in as a guest and can view all items. The prices are displayed including 20% VAT. To gain full access to our prices and conditions, you can create a customer account. Please make sure that you enter your details correctly and avoid typing errors, especially with your telephone number and e-mail address.
After setting up your account, you will see the prices according to your status. For example, business customers from the EU or private customers and business customers from abroad (non-EU) can purchase without Austrian VAT. You can now order all items according to your conditions.
The system automatically calculates the shipping costs. Light items are sent by parcel service, while heavy or bulky individual items or bicycles are sent separately by a forwarding agent. If the total weight of your order exceeds 50 kg, you will receive the corresponding shipping costs separately by e-mail after placing your order for renewed online payment.
Why is it necessary to provide my telephone number when ordering?
Your telephone number is required so that the parcel service or shipping company can contact you for delivery if necessary. Please note that your telephone number will only be used for this purpose.
Can I change or cancel an order at a later date?
Yes, you can cancel an order as long as we have not yet dispatched it. You can also make changes to your order as long as you have not yet received a dispatch confirmation.
How do I know if all the goods I have ordered are available?
As soon as you have received the order confirmation or invoice, please check the contents carefully. If an ordered item is not listed, this may indicate that it is either sold out or temporarily unavailable. Our customer service will inform you of this within 24 hours at the latest on working days following your order. In this case, the amount already paid for the unavailable item will be refunded immediately. You are welcome to order the cancelled item again with your next purchase.
Do you offer a VAT refund for international customers based outside the EU?
Yes, we offer a VAT refund for international customers based outside the EU. To apply for a refund, please send us a copy of the invoice with the export documents or the original stamp of the customs authorities by post to our address. After receiving and checking the documents, our customer service will initiate the refund. Please note that the refund will usually be made using the same payment method you used for your order. If you require an alternative payment method, please provide the relevant payment details. We will be happy to help you with the processing of your VAT refund.
What should I do if an item is sold out and I want to buy it?
If an item is sold out but you still want to buy it, you can click on the 'Request sold out size' button next to the item. Enter the requested information there and you will receive an answer from us within 24 hours on working days at the latest as to whether we can still obtain the desired item for you.
Can I exchange goods if they do not meet my expectations?
Yes of course, we grant you a 14-day right of exchange. In the event of an exchange, we will cover the cost of the replacement dispatch. Please return the goods carriage paid and we will also send you the replacement goods carriage paid. In the event of an incorrect delivery on our part, we will of course bear all postage costs.
I am looking for a particular item but cannot find it in your shop. What should I do?
If you cannot find a particular item in our shop, please use the "Item not found" enquiry button on the homepage. Describe the item as precisely as possible, ideally with a link to the item to avoid confusion. If the item is in stock or we can obtain it quickly, you will receive an offer from us within 24 hours on working days at the latest. Once you have accepted the offer, you can either order and pay for the item directly in the shop or you will receive an order confirmation with the bank details for the transfer by e-mail.
Is the tennis racket strung?
Yes, the tennis racket is supplied with the manufacturer's standard stringing.
Are the skis assembled?
No, the skis are not supplied assembled. However, you can order the assembly separately.
Is the bike I ordered ready to ride?
No, bikes are only partially assembled. Additional assembly is optional and can be ordered separately.
