FAQ - General Topics
Assumption of Return Shipping Costs
Before returning an item, we ask you to contact our customer service via the [contact form] with the request reason “Complaint & Return.” If your order value exceeds €50, we will cover the return shipping costs.
Return Option
We want to ensure that you are satisfied with your purchase from us. If a product does not fit or does not meet your expectations for any reason, you have the option to return it within 30 days of receipt.
Please note:
This does not apply to products that have been personalized or specially made for you. Here you can find the terms of the return policy.
What happens to my return?
Once your return arrives, it will be checked, recycled, or donated—of course, in compliance with data protection regulations. Only items that do not contain personal images, logos, etc., will be donated. All other items will be irreversibly recycled and returned to the material cycle. This way, we support the sustainable use of our resources and help where second-hand clothing is urgently needed.
Can I file a complaint about my order?
If you have any complaints, please contact us via our [contact form] with the request reason “Complaint & Return.”
Please send us meaningful photos of the claimed items and describe the reason for the complaint. Also, provide the order number, which you can find in the order confirmation email or on the invoice.
Once we receive the photos, we will get back to you as soon as possible. Of course, we will also check the possibility of a free reproduction for you.
In some cases, washing the product first can be helpful.
The item shrank after washing. What can I do?
Please ensure that you have followed all relevant recommendations regarding our washing instructions and have selected the appropriate washing program before washing.
If the product still shrinks, please notify our customer service. Send us meaningful photos of your item via our [contact form]. Also, provide the order number, which you can find in the order confirmation email or on the invoice.
Once we receive the photos, we will review the item and get back to you as soon as possible.
What payment options are available?
At Smartlauf, the following payment methods are available to you:
- Klarna (Invoice & Instant Transfer)
- PayPal
- Credit Card (Visa & MasterCard)
How can I pay by credit card?
Select the credit card option (Visa or MasterCard) during the checkout process. Enter the required card details and confirm the payment. The charge will be made after completing the order.
How can I receive my invoice again?
If you need your invoice again, please contact us at info@smartlauf.com. We will send you the invoice promptly via email.
How can I pay with Instant Transfer?
Select the Klarna – Instant Transfer option at checkout. You will be redirected to the Klarna page to complete the payment securely and directly via your online banking.
How can I pay in advance?
Currently, we do not offer advance payment. Please select one of the available payment methods such as Klarna, PayPal, or credit card.
How can I pay with PayPal?
Select PayPal as the payment method at checkout. After clicking “Pay,” you will be redirected to the PayPal page to log in and complete the payment securely.
Which shipping options does Smartlauf offer?
We currently offer standard shipping within Germany.
- Free shipping: For orders over €60.
- Orders under €60: Shipping costs €3.99.
- No express shipping available.
How long does shipping take?
- Production time: 2 business days
- Shipping time: 2–3 business days with DHL
Your product will be shipped and delivered within one week.
Which shipping provider is used?
We exclusively ship with DHL to ensure reliable and fast delivery within Germany.
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation with a tracking link sent to your registered email address.
Where does Smartlauf deliver?
Currently, we only deliver within Germany.
Can I change my delivery address after placing an order?
As long as the order has not yet been shipped, you can contact us at info@smartlauf.com to update your delivery address.
Are there discounts or special offers?
Yes! We regularly have discount promotions. Check our website or follow us on social media to never miss a deal.
Do you offer bulk discounts?
Yes! We offer attractive bulk discounts for larger orders. Send us a message, and we’ll create a personalized offer for you.
Are there special discounts for business customers (B2B)?
Yes! We offer exclusive B2B conditions for businesses, clubs, or events. Contact us for a tailored offer.
How can I use a discount code?
Simply enter it at checkout! If you have any issues, feel free to contact us.
If you have any further questions or are planning a large order, feel free to reach out to us!
How do I properly wash my Smartlauf shirt?
Turn it inside out, use cold water (max. 30°C), and a mild detergent. Avoid fabric softener!
Can I put my shirt in the dryer?
Better not! The heat can damage the print and weaken the fibers. It’s best to let it air dry.
My shirt has wrinkles – can I iron it?
Yes, but do not iron directly over the print. Even better: Use a steamer, as it’s gentler on the fabric.
Will the print fade over time?
If you follow the care instructions, your print will stay sharp and vibrant for a long time. So: Wash less, turn inside out, and air dry!
Are the colors of my shirts environmentally friendly?
Yes! We focus on high-quality, sustainable printing methods. That way, your shirts not only look great but are also an eco-conscious choice.
Why are Smartlauf prices the way they are?
Our products are made with high-quality materials and professional printing techniques. We focus on quality rather than mass production – each piece is a statement.
How is the quality of the prints?
Our screen prints are professionally done using water-based, eco-friendly inks. This ensures long-lasting, soft prints that are breathable.
Our DTG (Direct-to-Garment) printing is carried out by professionals using high-end machines to guarantee sharp details and brilliant colors.
Does the print last long?
Yes! With proper care (wash cold, turn inside out, air dry), the print stays beautiful and comfortable to wear for a long time.
If you have any more questions, feel free to reach out!
