FAQ
General
How long is the Schöffel guarantee period?
Schöffel guarantees its products for a period of two years – but of course this excludes damage caused by the user or by improper handling.
Can I order Schöffel products direct via the Internet?
Yes. You can order any products you like by placing them in your shopping basket at the Schöffel Online Shop (insert link)
Are there any Schöffel factory outlets?
No. Schöffel does not operate any factory outlets, nor any direct sales from the central company headquarters in Schwabmünchen.
Online Shop
What are the shipping terms for orders via the Schöffel Online Shop?
Goods are dispatched via our business partner Engelhorn Sports. Shipping costs within Germany are EUR 2.95 per order up to an order value of EUR 25.00 – for orders over EUR 25.00 we dispatch free of charge (with an additional charge of EUR 6.40 for COD). The delivery of bulk goods will be charged at cost. Later deliveries of part orders will be sent on by Engelhorn Sports free of charge. Please provide a daytime contact telephone number. Orders will only be shipped provided all previous orders have been paid for in full.
Can I track the status of my order?
If you provide an e-mail address when placing your order, you will be sent a package number by our Schöffel Mail Order Service as soon as your order leaves our premises. You can use this number to check the status of your package quickly and easily.
If you lose the related documents, please contact the customer service department of our partners, Engelhorn Sports (schoeffelshop@engelhorn.de) by e-mail, fax or phone; they will be pleased to send you a copy of your order data.
Can I return articles ordered online?
All articles you have ordered online may be returned, in unused condition and in their original packaging, within 14 days free of charge to the Schöffel Online Shop service department.
What should I do if I no longer have my till receipt?
Unfortunately we do not accept returned products without a receipt. Therefore please take good care of your receipt and make a copy of it if necessary, as proof of purchase is essential for insurance purposes in the case of complaints or theft.If you have ordered via the Schöffel Online Shop your order details will be stored there. If you lose the related documents, please contact the customer service department of our partners, Engelhorn Sports (schoeffelshop@engelhorn.de) by e-mail, fax or phone; they will be pleased to send you a copy of your order data.
Customer service
Have you got a problem with your Schöffel product?
If so, we're sorry to hear it. If you have any complaints, in the first instance please contact the sports retailer from whom you purchased the garment. This is the statutory procedure, as your warranty claims are against this retailer. It is important that, when submitting your complaint, you bring the garment, washed, and the relevant proof of purchase to your specialist retailer. Our trading partners know what should be done next, for example passing on the garment in question to us for inspection.
What if I no longer have my till receipt?
The till receipt is evidence of the date of purchase. The legal warranty in the case of material defects is linked to the purchase date; it runs for two years from the date of purchase.A till receipt also gives the sports retailer important proof that the garment was actually purchased there. And if this receipt is no longer available, handling fees may have to be charged.
And so our advice is always to take good care of purchase receipts for all goods, especially expensive, high value products – preferably keeping them in a file.
Has your Schöffel garment got damaged?
Schöffel is one of the few manufacturers who offer an expert in-house repair service. We only use original materials and restore your Schöffel garment to perfect condition. For despite the greatest care accidents can happen, even to your Schöffel clothing. And even the smallest holes can prevent waterproof clothing from functioning properly and allow water to penetrate.
Because of the special construction, clothing made with membranes and/or heat-welded seams must only be repaired by a specialist repairer. Only a specialist can ensure that valued characteristics such as waterproofness, windproofness and breathability are properly restored. So please consult your local specialist sports retailer to ask about the repair service. We hope you will understand that we are only able to accept washed clothing on grounds of hygiene. We will inform you in advance of the costs of your repair, giving you a non-binding cost estimate which you should discuss with your local retailer.
Sleeves too long or legs too short? Would you like any alterations to be carried out?
No problem! We offer you an in-house alterations service, where we will gladly lengthen or shorten your new Schöffel garment.
Alterations to waterproof performance clothing should only be made by specialists due to the special properties of the materials and the make-up. We hope you will understand that we cannot offer to alter widths due to the loss of fit this would cause. Please discuss any other kinds of alterations with your specialist sports retailer. Please only contact us via a retailer to inform us of the alterations you would like and to send products in for alteration. This procedure is much faster, and also your retailer can inform you in advance of any costs.
Have you lost the hood of your Schöffel jacket?
We will be pleased to make a new hood for your Schöffel jacket. Simply order it through your specialist sports retailer, who will know the price or be able to get it from us. If the hood is attached with a zip we will also need you to send in the jacket so we can fit it. In all other cases, information by telephone via the specialist retailer will be sufficient.
Do you need zip tabs or similar replacement parts?
We will be pleased to provide you with spare parts for your Schöffel clothing as a free service. All it takes is a call from your specialist retailer!