complaint / exchange / return

1. Complaint - do you have a complaint about a product?


If you have a damaged item please report it BEFORE you ship it back.
In case of any damage please contact us first: complaint@hockeyshop.net

The email should contain the following information:
- Invoice number and the date of invoice
- Description of the damage, and how it occurred
- Photo(s) of the damage (as detailed as possible please)

Please allow us a few days to process and respond to your email. We will contact you and send you a free return label in case of a legitimate complaint.

2. Exchange – do you want to exchange an item?


An exchange is possible within 2 weeks from receipt of the item without any reason.
Each year we extend our return policy for Xmas presents: orders between 1.12. and 23.12. can be returned until 6. of January of the following year!

Please follow the instructions in the next section (return), in which the procedure of the return shipment is described. The return shipping is always free of charge within Germany through the DHL Portal. From any country outside of Germany, you will have to ship back the item on your own expense.

If you want an alternative product in exchange we would like to ask you to order it in the webshop again or to place a new order by phone! This is the only way that we can guarantee the availability of the exchange item. For the return you will receive a credit which we will be transfered to your account from which you have paid the initial order or will be taken into account of your new order.


2. Return – do you want to return something?

A return is possible within 2 weeks from receipt of the item without any reason.
Each year we extend our return policy for Xmas presents: orders between 1.12. and 23.12. can be returned until 6. of January of the following year!
In general there are two things to do:

A)
If you have a customer account...
we would like to ask you (not mandatory though) to pre-announce your return through our comfortable RETURN-PORTAL in your customer account. Here you will see, which items you may return due to your agreed right of return within two weeks (or even more if you are a PlayersClub member) in our shop. Also you can notify us about the reason of return (optional) so we can use this information to optimize products in our shop and give them a better description for the future.

If you don´t have a customer account...
you can set it up with your email that you have used for your last order and use the forgotten password function at registration. You will then receive a temporary password which you may change and you will find your order in your customer account and can also use the RETURN-PORTAL.

If you don´t want to set up a customer account...
of course you can send back the parcel without any digital pre-announcement. Then you will have to fill out this return (LINK) form and include it in your return.

B)
You will have to take care of the shipment back to us.

If you live in Germany...
you will be able to send back the parcel free of charge only if you use our DHL Portal (*further instructions below)  that you will get connected to through the RETURN PORTAL in your customer account or (if you don´t have an account or don´t want one) or by click on the link above.
All other ways of shipments are accepted of course but will not be refunded!

If you live outside of Germany...
You will have to ship back the item on your own expense.
Please ship the parcel to one of the following addresses:

Preferred address:
TOOL Hockeyshop oHG
Schaevenstrasse 3
50676 Köln
Germany

If you live in Holland you can send the parcel to...
Hockeyshop.nl
Heer Bokelweg 155
NL- 3032 AD Rotterdam
Netherlands

If you live in Belgium you can send the parcel to...
Hockeyshop.be
c/o Burooz
Duboistraat 50
B- 2060 Antwerpen
Belgium


*This is how you use the DHL Portal if you live within Germany:

1. Complete all mandatory fields in the form.
2. Select whether you want to return the package to the post office yourself or have it picked up somewhere.
3. On the next page print out the return label (pdf - format)
4. If you have not pre-announced your return through the RETURN portal in your account already please fill out the return form (LINK) and add it to your parcel.

If you are unsure, please contact us for consultation, so that unnecessary costs for you and for us can be avoided.
info@hockeyshop.net
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  • huge stock = fast delivery
  • current and former national & Bundesliga players in our team for your service
  • order without registration possible
  • from 70€ shipping free within Germany
  • ALWAYS free returns within Germany

callback service

We will call you back within our office hours (mo.-fr. 11am-6pm) as soon as possible.

Please enter your telephone number (incl. Country code if not from Germany) in the following field and click on "call me back".
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