FAQ

Do I need to create a customer account to place an order?
You do not need a customer account. You can also order from our shop as a guest.

How do I deactivate my user account?
If you want to deactivate your user account, simply send an email to: shop@olymp.com. As soon as we receive this email, we will deactivate/delete your account.

I have forgotten my password. What should I do?
If you have forgotten your password, go to https://www.olymp.com/en_en/login/ and click on the link “Forgotten password?” Then follow the instructions to create a new password.

Where can I change my email address?
As the customer account is linked with the email address, it is only possible to change your email address by creating a new customer account and deactivating your old one.

How do I place an order?
As a new customer or guest:
When ordering via the OLYMP shop as a new customer or guest, the ordering process consists of four steps. Firstly, select the item you want to purchase in the required size and quantity. Enter your customer details under “Address & Delivery”. Including the billing address and, if applicable, a different delivery address. Next, under “Payment”, select the payment method you would like to use. Finally, under “Check and Order”, check your details again and correct where necessary. By clicking on “Buy now”, you will complete your order and be under obligation to pay for this order.

As a registered customer:
When ordering via the OLYMP shop as a registered customer, the ordering process consists of three steps. Firstly, please log into your customer account. Then select the item you want to purchase in the required size and quantity. Under “Check and Order”, check your details again and correct where necessary. By clicking on “Buy now”, you will complete your order and be under obligation to pay for this order.

Is it possible to have an order delivered to a parcel pick up?
If you want your order delivering to a parcel pick up, please enter the address of the parcel pick up in the address field under street and house number and under additional address information enter your PostNumber (assigned to you by DHL). If you are not registered, you can do this on the DHL parcel pick up website page: http://www.dhl.de/de/paket/pakete-empfangen/packstation.html.

Where do I find my order number?
The order number (ORD41400100000…) can be found on your invoice.

I have ordered three shirts and three shirts are also listed in the order confirmation. However, only two shirts are listed in the dispatch confirmation. How many shirts will I receive?
Unfortunately, in this case one of the shirts you have ordered has sold out. You will therefore only receive two of the shirts you have ordered. We will have already amended the invoice amount accordingly.

I have ordered the wrong size, can I still cancel my order?
As your order is processed as quickly as possible, it is no longer possible to subsequently amend the size.

What is the order status of my order?
Firstly, once you have successfully placed an order, you will receive an “Order confirmation email”. As soon as your goods are dispatched, you will receive an “Order confirmation and invoice” email. In this email you will find the tracking link for DHL. You can track the progress of your shipment via this link.

Can I subsequently change my invoice address? (E.g. when ordering as a company)
It is currently not possible to subsequently amend the invoice. If you wish to place your order under your company details, please create a separate customer account for this.

What are the delivery costs?
The delivery costs are €3.95 (Germany, Austria, Netherland, Belgium, Luxembourg and France). Goods with a value of €99.00 and above are delivered free of charge to Germany, Austria and Netherland.

Is there a minimum order value?
There is no minimum order value.

Which carrier do you use to deliver the goods?
To deliver our goods we use DHL Paket GmbH, Sträßchensweg 10, 53113 Bonn, Germany.

How long will it take for me to receive my order?
When your goods have been dispatched, you will receive a dispatch confirmation by email. In Germany you will receive your order within the next 1-3 working days. If you order from outside Germany this can take between 2-5 days.

Which countries do you deliver to?
We deliver to Germany, Austria, the Netherlands, Belgium, Luxembourg and France. The merchandise you purchase only can be shipped to an address in the country related to the version you used to access the OLYMP Online Shop (e.g., products ordered through the country version for delivery to Germany will be shipped only to Germany).

Is there an invoice in the package?
Your invoice will be sent by email to you with the dispatch confirmation. If you have selected the payment method “payment on account - pay within 14 days”, you will receive the invoice by email directly from Klarna.

Is there an express delivery option?
We do not offer an express delivery option.

Can my delivery address differ from my invoice address?
Yes, that is possible. In the ordering process, under “Address & delivery”, select the option “Different delivery address” and enter the address details you want the goods to be delivered to.

Can I subsequently change my delivery address for an order that has already been confirmed?
Unfortunately, it is not possible to subsequently amend the delivery address. For this reason, please check your address details carefully before placing the order.

How can I locate a delivery that has not been received, but the order tracking status indicates that it has been delivered?
Firstly, check whether there is a delivery notification in your letterbox. It is possible that a neighbour or family member has already accepted delivery of your package on your behalf. In exceptional cases, the tracking information may not be correct. For this reason, as a final option, please enquire with the transport company delivering your goods. In this case, please have your tracking number or delivery confirmation ready at hand.

What happens to shipments that cannot be delivered?
If a shipment could not be delivered, it will be returned automatically to OLYMP. As the shipment cannot be resent, we will refund you the complete invoice amount. Please reorder your items from our Online Shop.

Payment by PayPal
Pay for your goods simply and easily using your PayPal account. As your bank or credit card details are stored by PayPal they do not need to be sent via the Internet every time you make an online purchase. This makes PayPal payments additionally secure.

Simple and easy – all it takes to pay is a couple of clicks. Once your bank or credit card details have been registered, PayPal stores them for future use, which means you don’t have to input them every time you make a purchase. Paying with PayPal is always free of charge for you as purchaser, and there are no set-up fees or standing charges.

Open a new PayPal account in 2 easy steps:

  • - Open a PayPal account at www.paypal.com
  • - Link this to a bank or credit card account.

After choosing to pay by PayPal and confirming your order, you will automatically be directed to your PayPal page. Here you make the predefined payment and you will then receive an order confirmation by email from PayPal and from OLYMP Digital KG.

I was not directed to PayPal. What should I do?
Firstly, check whether the “Additional address information” field has been filled in correctly. This field should be either left completely blank (containing no spaces) or must contain at least 2 characters.

If you are still not directed to PayPal, please contact our office by telephone free of charge on 00 800 65967222 from Monday-Thursday 8am -7pm and Friday 8am - 6pm; (please ensure you dial the prefix “00” or send an emailto: shop@olymp.com.

Payment by credit card
Payments can also be made simply and securely by credit card (Verified by Visa or MasterCard Secure Code). Your payment is processed by PAYONE GmbH, Fraunhoferstraße 2-4, 24118 Kiel, Germany (registered office: Kiel, District Court of Kiel HRB 6107, a company of the Sparkassen Finanzgruppe).

The following credit cards are accepted:

  • - Visa
  • - MasterCard

First order:
For your first order by credit card you will need your 16-digit credit card number, expiry date and 3-digit card verification code (also known as a CVV or CVC). This verification code consists of the last three digits of your card number and is located on the signature strip on the back of your credit card.

Subsequent orders:
With all subsequent orders by credit card you can simply select the credit card details stored in your customer account.

Please note:
Your credit card will only be charged when the items you have ordered are dispatched. The reference shown on your credit card statement will be: www.olymp.com. In the case of returns, the amount to be reimbursed will be refunded to your credit card.

What is the security password for payment with a credit card?
In the case of some credit cards (VISA = Verified by VISA, MasterCard = SecureCode), you will be asked to enter a security password in addition to the usual credit card details. You will be asked to do this after you have entered your credit card details. This process serves as additional protection (to prevent credit card fraud). If this is the first time you have been asked to enter a password, then you must enter a new password. Alternatively, some banks also offer the mTAN authentication procedure. In this case, a single-use TAN for the current order process will be sent to your mobile phone on the mobile phone number you have registered with your bank.

Payment with Klarna - currently only possible in Germany, Austria and the Netherlands
 

Is there a limit for payment with Klarna?
The maximum shopping basket value for payment with Klarna is €1,499.99.

After I selected Klarna as the payment method, an error message appeared. What should I do?
Klarna might not be available to you as the payment method due to technical reasons. Please contact Klarna customer support via email, telephone or chat for a precise analysis of the error.

The invoice reference was missing or given incorrectly on the payment to Klarna. What happened?
Your payment will be processed by Klarna manually. The allocation of the payment may therefore take up to 7 days. To avoid the risk of receiving repeated reminders, you should contact Klarna customer support directly via email, telephone or chat and explain the situation.

By when must the invoice be paid in the case of returned goods?
The payment due date at Klarna is always 14 days after dispatch of the goods, regardless of whether you return all or just some of the goods. After returned goods arrive at OLYMP you will receive an updated invoice from Klarna but the payment due date remains unaltered.
To avoid receiving payment reminders when returning goods, you can contact customer support at Klarna via email, telephone or chat and register your returns. The invoice will then be put on hold. The outstanding invoice amount can then be remitted to Klarna upon arrival of the returned goods.

How long does it take until a paid invoice is refunded by Klarna in the case of returned goods?
After the returned goods are processed at OLYMP, your Klarna account will be immediately adjusted to reflect the value of goods returned. Should you already have paid your invoice, the credit note amount will be refunded to you by Klarna straight away. However, this may take up to 7 working days after entering of the returns.

Do you have any questions about your payment with Klarna?
If you have any questions about your payment with Klarna, please contact Klarna’s customer service. Email: Germany: kundendienst@klarna.de / Tel: 0221 - 669 501 10 FAQs, Austria: E-Mail: kundendienst@klarna.at /Tel: 0720 - 883811 FAQs, Netherlands: kundendienst@klarna.nl /Tel: 020-8082852 FAQs

Payment in general
What happens in the case of double payments (the customer has paid by credit card/PayPal/Klarna, but makes another payment)?
Our payments are monitored daily. If you have inadvertently made a double payment, you will be refunded the amount you have overpaid.

Can I order from abroad and pay with my credit card?
Payment from abroad, for example on holiday, is not possible as the order must be placed from the same country where your credit card is registered. This prevents stolen credit cards from being used.

Will my VAT be refunded to me when I make a purchase abroad?
Customers living outside Germany, who purchase goods or services in Germany can, under certain conditions, get back the VAT invoiced to them within the framework of VAT reimbursement regulations.

Unfortunately we are not able to offer this service in the Online Shop at OLYMP.COM due to technical reasons. We have more than 60 retail OLYMP stores throughout Europe and this service is of course available when you make a purchase in these stores.

How do I return my order?
Returning goods as a guest
If you wish to return a purchase via the OLYMP Shop as a guest customer, this procedure consists of 4 steps. Select the navigation point “Return” in the footer of the website or go to www.olymp.com/return. Now enter your order number and your email address and click on “Submit”. Then specify the item, quantity and reason for return, pack up your item and place it in the box. To complete the returns process, click on “Create returns label”, print out the returns label and attach to the package. Returns are accepted in all DHL shops, DHL parcel pick ups and post offices throughout Germany. Locations can be found at http://standorte.deutschepost.de. In Austria in all DHL branch offices, cooperating Billa markets and DHL packing stations. Sites can be found at http://paketshopfinder.dhlpaket.at. In the Netherlands at all post offices. For locations and other information please visit  http://www.postnl.com/. In France you can drop your parcel off at any post office. Information can be found at http://www.colissimo.fr/particuliers/home.jsp. In Belgium please take your parcel to any post office or drop-off point. Information is available at http://www.bpost.be/.

Returning a purchase as a registered customer
If you wish to return a purchase via the OLYMP Shop as a registered customer, this procedure consists of 4 steps. Log into your user account and select the menu item “Return”. Now select your order number and click on “Submit”. Then specify the item, quantity and reason for return, pack up your item and place it in the box. To complete the returns process, click on “Create returns label”, print out the returns label and attach to the package. Returns can be accepted in all DHL shops, DHL parcel pick ups and post offices throughout Germany. Locations can be found at http://standorte.deutschepost.de. In Austria in all DHL branch offices, cooperating Billa markets and DHL packing stations. Sites can be found at http://paketshopfinder.dhlpaket.at. In the Netherlands at all post offices. For locations and other information please visit  http://www.postnl.com/. In France you can drop your parcel off at any post office. Information can be found at http://www.colissimo.fr/particuliers/home.jsp. In Belgium please take your parcel to any post office or drop-off point. Information is available at http://www.bpost.be/.

What is the returns address?
OLYMP Digital KG
Höpfigheimer Str. 21
74321 Bietigheim-Bissingen Germany

How much time do I have to return a purchase?
Items can be returned within 30 days from receipt of the goods, irrespective of your statutory right of cancellation, if you use our free returns service.

Refunds
Following receipt and inspection of your returned item, the purchase price including the delivery costs will be refunded via the payment method chosen when ordering.

How much does it cost to return an item?
We cover the costs of returning the goods if you use our OLYMP Return Service. The lodgement of a return as part of OLYMP’s returns service is always only possible to the shipping provider specified by us, and from the country to which we have delivered your goods. Your statutory right of revocation will remain unaffected. Please find more information in § 3 (2) of our General Terms and Conditions.

I have created a returns label, but then closed the window / created it on a tablet. How do I obtain the returns label now?
In this case, you can simply enter your order number and email address once again under the “Returns” section in the footer. You will then be automatically directed to the returns summary page and will be able to download the returns label again and print it out.

When will my return be processed / when will I receive a refund?
As soon as you request a return online, the item will be displayed as refunded in the customer account. When the returned item has been received and the return processed here in-house, you will receive an email from us to confirm that the return has been refunded.

I have purchased an item from the OLYMP Online Shop, can I return it to an OLYMP store?
If you have ordered an item from the Online Shop, then you can only return it to the Online Shop.

I have purchased a shirt in the OLYMP store in XY and wish to exchange it, but was only visiting the town. Can I return it to another store?
An item that has been purchased in an OLYMP store can be returned to any other OLYMP store.

I have purchased an item from a specialist retailer, to whom should I direct my complaint (damaged goods).
An OLYMP specialist store, taking your sales receipt with you. Alternatively, one of the OLYMP stores, if there aren’t any specialist stores in your area.

How do I get my money back?
Following receipt and inspection of your returned item, the purchase price including the delivery costs will be refunded via the payment method chosen when ordering.

How long does it usually take for my return to be refunded?
Following receipt and inspection of the returned item, you will receive a refund within 3-4 working days.

Repayment to credit card
When the money is repaid to the credit card, it can take up to 30 days for the amount to appear on the credit card statement.

Repayment via PayPal
When the money is repaid via the PayPal account, the time taken for repayment depends on the payment type stored in the PayPal account, and can result in a delay of 10-30 days.
The amount appears in my PayPal account as outstanding and I have no access to it. What should I do? The money has been repaid to your PayPal account by us. You will have to contact PayPal directly to find out why the amount has been marked as outstanding in your account. PayPal cannot provide us with any information because of banking secrecy and for data protection reasons. The number of the free customer hotline is 0800-723 4500. If you log into your PayPal account, you can also send a message to PayPal.

Repayment via Klarna
In the event of a credit, the amount is repaid to you by Klarna. Klarna has a waiting period of 7 days. After this time the amount will be credited to you in the account that was used for payment.

Does OLYMP refund VAT to customers who export goods from the European Union?
The refunding of VAT to customers who export goods from the European Union is a voluntary service that may be offered by dealers.

Unfortunately, we are currently unable to offer this service for orders placed in our online shop at OLYMP.com.
We have more than 60 retail OLYMP stores throughout Europe and this service is of course available when you make a purchase in these stores.

I have a promotional voucher/discount code, where do I enter it?
In the shopping cart you will find the input box under "Redeem voucher". Enter your code and click "Redeem".

The gift voucher code is not accepted. Why not?
Check your use of upper and lower case letters when entering the code.

Please also check the conditions of the gift voucher, for instance:
• Is there a minimum order value?
• Is there a limited period of validity or restriction in terms of products for which it can be used?

Promotional vouchers and discount codes cannot be used to purchase an OLYMP gift voucher.

Gift vouchers/discount codes from discount websites are not accepted in the online shop.

Promotional vouchers can only be used for one order. The voucher will not be reactivated after a product return.

Can I use multiple promotion vouchers/discount codes in one order?
No. You can only redeem one promotional voucher per order.

Can I combine a promotional voucher with a gift voucher?
Yes, that is possible.

I forgot to enter my voucher code when ordering.
If you complete your order without using your voucher, subsequent deduction of the purchase amount from your voucher credit is not possible.

1. Where can I use my gift voucher?

Gift vouchers purchased in Germany, Austria, the Netherlands, Belgium or Luxembourg can be used in all OLYMP stores and OLYMP outlets in Austria, the Netherlands, Belgium and Luxembourg as well as in the OLYMP online shop.

Gift vouchers purchased in France and Switzerland can only be used in the OLYMP online shop in the respective country.

Gift vouchers purchased in Italy can only be used in Italy in all OLYMP stores and OLYMP outlets.

 

2. How can I use my gift voucher in the online shop?

Place the items you want to purchase in the shopping cart and enter your 20-digit voucher code in the voucher field under "Redeem voucher" and then click "Redeem". You will then need to enter and confirm your PIN.

If your credit is not sufficient to pay the total amount of your order, you can pay the balance by any other means of payment offered on the screen.

Any remaining credit remains on your gift voucher card and can be used for your next order. Payment in cash is not possible.

If you complete your order without using your voucher, subsequent deduction of the purchase amount from your voucher credit is not possible.

 

3. How can I use my gift voucher in the OLYMP store?

Present your gift voucher card or PDF voucher at the checkout before payment. Your purchase amount will then be deducted from your voucher credit. Deduction of the purchase amount from your voucher credit is not possible once payment has been made.

 

4. Can I use multiple gift vouchers?

Yes, you can use multiple gift vouchers for a single order or purchase.

 

5. Do I have to use the entire credit amount on a single order?

No. The remaining credit is retained on the voucher and can be used for your next purchase.

 

6. I forgot to enter my gift voucher when ordering.

If you complete your order without using your voucher, subsequent deduction of the purchase amount from your voucher credit is not possible.

 

7. My gift voucher card or my PDF voucher is damaged.

To use the gift voucher in the online shop, the voucher code and PIN must be readable. If this is no longer the case, it is not possible to determine or redeem the amount of credit. OLYMP assumes no liability in such cases.

 

8. I have lost my gift voucher card or my PDF voucher.

The gift voucher card is transferable. For this reason, we cannot block or replace the card. We must treat gift cards in the same way as cash.

 

9. How long is my gift certificate valid?

OLYMP gift vouchers are valid for 5 years from the date of purchase. You can check the period of validity of your voucher at www.olymp.com/voucher.

Payment in cash is not possible.

 

10. Where can I check my credit balance?

You can check your current balance and period of validity of your voucher at www.olymp.com/voucher.

 

11. How will my credit be refunded if I return an order paid for with a gift voucher?

If the invoice has been paid in full with a gift voucher, you will receive a refund in the form of a new gift voucher. You will receive it as a PDF file by e-mail.

If you have also used an additional means of payment, repayment will normally be made using this means of payment. If the return amount exceeds the amount paid via this means of payment, you will receive the difference in the form of a PDF voucher.

 

12. My gift voucher is not accepted in the online shop.

Gift vouchers issued before 06.12.2018 in the OLYMP store can only be used in the OLYMP store or OLYMP outlet store. These vouchers can be recognised by the fact that they do not have a PIN.

 

13. Where can I buy an OLYMP gift voucher?

OLYMP gift vouchers can be purchased in any OLYMP store or in the OLYMP online shop at www.olymp.com/de_de/geschenkgutscheine/.

When purchasing gift vouchers in our online shop, the General Terms and Conditions of the OLYMP online shop apply. You can find them here: https://www.olymp.com/de_en/company/service/agb/.

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