Frequently Asked Questions (FAQ)

1. You are on the product page. Select the desired size by clicking the corresponding size icon. Then add the item to your shopping cart. You can view your shopping cart at any time by clicking the “Shopping cart” link (at the top right of every page) (first step of the ordering process).

2. In the second step of the ordering process, we ask for your details, such as your billing and shipping addresses. Here, you can either enter your personal details once for your current order or register so that our system saves your personal details for your next order. If you choose one-time registration, we will delete your details from our database after your order has been delivered.

3. In the third step of the ordering process, check that all the information you entered is correct. If you would still like to make changes, click the relevant step in the process diagram at the top to return to it. If all the information is correct, click “Submit order.”

4. As soon as we receive your order, we will confirm receipt by email.

No, there is no minimum order value.

In the shopping cart, you can delete items, add more, or change the order quantity. Your order will only proceed once you have decided which items you want.

You have the option to sign in as a guest once for your current order (your personal data will be deleted from our database after delivery) or to register.

By registering, you create an account so that your personal data will be displayed again with your next order and you will not have to enter it again. Registration requires a password.

As long as your order has not yet been processed and has not received a tracking number, you can have it canceled through our customer service. If the order is already on its way to you, please contact us after receiving it as well—we will then discuss the next steps with you.

No problem, contact our customer service with your order number—we’ll be happy to send you the pro forma invoice.

Simply contact our customer service team; we’ll be happy to look into it and find a suitable solution for you.

Depending on the delivery country, you can conveniently pay via PayPal, credit card (Visa, Mastercard, American Express), Klarna, and other common methods such as iDEAL, EPS, or Przelewy24. The payment methods available to you will be displayed automatically during the ordering process.

Simply enter the code in the “Discount code” field in your cart or during checkout—the amount will be automatically deducted or credited.

Yes, that is possible. After selecting your desired products and sizes, you will reach the step in the ordering process where you enter your address details. There, you can of course also provide a different delivery address.

Please note that the delivery address must be in one of the following countries: Germany, Austria, France, Spain, the Netherlands, Italy, or Poland.

We currently deliver orders to Germany, Austria, France, Spain, the Netherlands, Italy, and Poland.

You can find the applicable shipping costs and delivery times on our “Delivery & Shipping” page.

Shipping costs depend on the destination country.

Germany: €4.95 per order, free shipping on orders over €40
Austria: €4.95 per order, free shipping on orders over €40
France, Spain, the Netherlands, Italy, and Poland: €6.90 per order, free shipping on orders over €40

For more information, visit our “Delivery & Shipping” page.

As soon as your order has been shipped, you will receive a shipping confirmation by email with your tracking number. Tracking is handled by DHL.

If you have not received a shipping confirmation, please also check your spam folder or contact our customer service team.

You have a 14-day right of withdrawal. You can find all the details here: Right of withdrawal.

Please use the original packaging for your return whenever possible and include a brief note explaining your exchange. As soon as we receive your return, we will send you a replacement as quickly as possible. If the item is no longer in stock, we will issue you a full refund.

Yes – to cancel your order, the goods must be sent back to us within 14 days. The easiest way to do this is through our returns portal.

1. Open our returns portal and enter your order number and email address.

2. Select the items you would like to return and briefly state the reason.

3. You will receive your return label directly for download—just print it out.

4. Carefully package the goods, attach the label, and drop off the parcel at a designated drop-off point.

As soon as we receive the return, we will take care of it promptly.

Unfortunately, our returns portal is currently unavailable for these countries. Please send the goods with sufficient postage to the return address specified in the cancellation policy. In these countries, you as the customer are responsible for the return shipping costs.

Please use the original packaging whenever possible and pack the items carefully so that they arrive at our facility undamaged.

We're sorry! Contact our customer service team—we'll work quickly to find a suitable solution for you.

It’s best to contact our customer service team about this—we’ll review your case and discuss the right approach for you.

Send our customer service a few photos of the damage—we’ll take a look and find a suitable solution for you.

Yes. Just let us know approximately when and where the item was purchased (receiving it as a gift also counts)—we’ll find a solution even without proof of purchase.

No problem, just contact our customer service with your order number—we’ll look into it for you.

We're sorry about that. Contact our customer service team, and we'll promptly find a suitable solution for you.

The quickest way to reach us is by email at service@sterntaler.com or by phone at +49 (0)6436 509-0.

In each product description, you’ll find a link to the appropriate size chart with measurements. If you have any questions about the fit, our customer service team will be happy to help.