FREQUENTLY ASKED QUESTIONS
You can contact us using the following methods: chat on the bottom of your screen (chat available 09:00-19:00 CEST), email (email@example.com), FB Messenger & Instagram DM. Please allow us 10 minutes to respond to your chat. Emails will be answered within 2 days. Instagram DM’s and FB Messenger Chats will be answered in 1 day. Any chats that are initiated within out of office hours can not be addressed. *Please note that we can not guarantee ambassador applications will be answered. We do our very best, however!
WASHING ADVISE (T-SHIRTS)
Wash at 30ºC, inside out. Do not tumble dry. Do not wash color dyes with different colors, especially burgundy red!
HOW AND IN WHICH CONDITION WILL MY PARCEL BE SHIPPED?
We always pack items (included with hang tag labels) in a shipping bag or box (depending on the size of the order). Quality of accessories and gift boxes will be maintained & guaranteed as we wrap them around with bubble wrapping, before placing them in the bag or box
Orders within the The Netherlands will be shipped with DHL. International orders will be shipped with DHL or DPD
Shipping costs to your country will be calculated once you fill in your billing and shipping address. Please note that we cannot predict and charge additional customs costs outside the EU. If you would like to be sure on additional customs costs we would advise to contact your local customs bureau
CAN I PICK UP MY ORDER?
Unfortunately it is not possible at this moment to visit our location to pick up, exchange sizes or return items
Tracking info will be sent to you in a separate email. If you have any questions on tracking please send us an email at firstname.lastname@example.org and we will be happy to assist you
WHEN WILL MY ORDER BE SHIPPED?
In stock items will be shipped the same day, orders containing at least 1 backorder item will be shipped once all items are in stock
WHEN WILL I RECEIVE MY PARCEL?
Orders in The Netherlands will usually arrive within 2 days. Orders in Belgium will usually arrive within 3 days. Orders in Northern & Southern Europe will usually arrive in 5 days. Orders in the USA will usually arrive within 1,5 weeks. Orders outside the earlier mentioned regions will usually arrive within 2 weeks
HOLIDAY ORDERS & SHIPPING
During the holidays (Sinterklaas & Christmas) parcel companies may take a few days more deliver a parcel. Unfortunately we do not have influence over the parcel companies delivery schedules. We would advise to order at least 7 days prior to the holiday to receive your parcel on time. Please check prior to ordering if the items in your cart are marked as ‘In Stock’. If the items are marked as ‘Available on Backorder’ we can not guarantee the parcel will be delivered before the holidays (more info on backorders can be found in the section ‘Backorders’ below)
CAN I CHANGE OR CANCEL MY ORDER?
Unfortunately changes or cancellations can not be made on in stock orders due to the fact that parcels are automatically shipped at our warehouse, immediately after ordering. Changes or cancellations can only be made on backorders
WHAT HAPPENS WHEN MY PARCEL GETS LOST?
In case your parcel gets lost (after thorough investigation by the parcel company) we will send you a new one (free of costs), given that the track and trace never marked the delivery as complete. If 1 or more items is out of stock we will ask you through email if you’d like a full refund or partial refund with some of the items still shipped to you. Please note: once a parcel has been signed for (by yourself, you work address or a neighbor), but you haven’t received it, we can not send you a new parcel free of costs, since we cannot start an investigation and mark it as lost
WHAT HAPPENS WHEN MY PARCEL GOT SENT BACK?
In case your parcel got sent back to us (due to not being present to collect it or writing down an incorrect address when checking out, for example) we can offer you the following options: 1. We will give you a refund (minus the shipping costs) if you wish to cancel your order afterwards, 2. We will send your parcel back to you but you will be charged again for shipping. We will contact you on your choice
WHICH SIZE SHOULD I GET?
If you are in doubt about sizing, you can view our size table by clicking here. Please note that all our sizes are European.
We currently accept the following payment methods: Creditcard, Paypal, IDEAL, Klarna Pay Later, Bancontact, Belfius, Apple Pay & SOFORT Banking. If you have any problems or questions regarding payment methods, feel free to contact us
COUPONS & GIFT CARDS
*Gift Cards are currently out of stock
Gift Cards can be purchased in our store under the category ‘accessories’. After purchasing, a digital Gift Card will be emailed to the given email addresses, containing a unique code and possibly a Gift Card Message by the buyer. The Gift Card will give you a balance. If you redeem part of your Gift Card’s value, the remaining balance will be available for you to use later. Please not that coupon codes cannot be used in the same order as Gift Card. If you’d like to redeem, please choose 1 of the 2
Sometimes we have coupon codes running. If you’d like to redeem one, you can apply the coupon code in the checkout field. Please note that it is not possible to use more than 1 coupon code on 1 order. Please also note that some coupon codes have certain conditions attached to them (only valid for a specific time period, only valid on 1 item, only valid once per user, only valid on certain products etc.). After a coupon code has been used and an order has been placed, we cannot make any amendments to your order. If you’d like more clarity on certain coupon codes, feel free to contact us. We advise you to contact us before placing an order so you’ll get the most accurate information and possible amendments to your cart’s total can be made
HOW DOES IT WORK?
Some items are available on backorder. If you order an item on backorder, your complete order will be shipped once all items are in stock. We will notify you about the completion of your order and shipment through email. We advise not to backorder when buying a holiday- or birthday gift as we can not guarantee the exact date of shipping. If you would still like to backorder a gift, please check the estimated arrival dates below or click here to view the complete list of new arrivals and restocks
* The dates below are an estimate. The actual release date might be a couple days earlier, or later
WHICH ITEMS ARE AVAILABLE ON BACKORDER?
Our current high in demand items (like the Glory Leonidas shirt) + most new arrivals are available on backorder. This is to assure every person has the chance to reserve their spot to get items first
HOW DO I KNOW IF I’M ORDERING BACKORDER ITEMS?
Add an item to your cart. If the information below the add to cart button says ‘available on backorder’ it means you are adding a backorder item to your cart. Other prompts are ‘in stock’ (same day delivery) or ‘in stock, can be backordered’ (same day delivery) & ‘out of stock’ (not available to order at the moment)
WHAT IS THE DIFFERENCE BETWEEN BACKORDERS AND PRE-ORDERS?
Pre-orders have a launch date. Backorders only have an estimate date of dispatchment as we cannot promise a deadline for out of stock items. Pre-orders can only be placed through email, dm & chat on our website and don’t require initial payment. Backorders are placed by the customer on our website and require initial capture of funds (like a regular order)
BACKORDER ARRIVAL DATES
The estimated arrival dates of current backorder items can be found below. Unfortunately we can’t guarantee the exact arrival date beforehand so please allow a 1,5 week margin for us to have your item in stock
*BACKORDER ITEMS ONLY IF YOU DON’T MIND WAITING FOR ITEMS. UNFORTUNATELY WE CANNOT GUARANTEE THE 100% EXACT DELIVERY DATES OF BACKORDERED ITEMS BEFOREHAND. IF YOU ARE IN DOUBT, PLEASE CONTACT US AND WE WILL BE HAPPY TO ASSIST YOU.
*WE STRONGLY ADVISE NOT TO USE KLARNA PAY LATER AS A PAYMENT METHOD WHEN BACKORDERING AS WE CANNOT GUARANTEE THE ITEMS WILL BE SHIPPED BEFORE YOUR INVOICE IS DUE! IF YOU USE KLARNA WHILE BACKORDERING WE ARE FORCED TO MARK YOUR ORDER AS COMPLETE WITHIN 30 DAYS OF YOUR ORDER DATE. THIS MEANS KLARNA WILL PROMPT YOU TO PAY WITHIN 30 DAYS AFTER PLACING THE ORDER.
ITEMS CURRENTLY ON BACKORDER
*LATEST UPDATE: 9th February 2020
GLORY T-Shirt Onyx x Olympic Gold (Zeus’ Thunder) Next arrival: around 30th February
GLORY T-Shirt Spartan Burgundy x Olympic Gold (Leonidas I Tribute) Next arrival: around 30th February
GLORY T-Shirt Navy x Olympic Gold (Poseidon’s Wrath) Next arrival: around 30th February
LEGION STEALTH PROJECT T-Shirt Woodland Camo Next arrival: around 30th January
LEGION STEALTH PROJECT T-Shirt Arctic Camo Next arrival: around 30th March
Victory T-Shirts (‘Courage & Discipline’), (‘God Mode On’), (‘Tonight We Dine In Hell’) Next arrival: around 30th February
Gift Box (Men) LEGION next arrival: around 30th March, GLORY next arrival: around 30th February
Glory T-Shirt (Fury of Ares) Next arrival: around 30th February
Glory T-Shirt (Forge of Hephaistos) Next arrival: around 30th February
Glory T-Shirt (Hades’ Torment) Next arrival: around 15th February
Legion T-Shirt Atlas Stone x Onyx Camo Next arrival: around 15th March
Empire T-Shirts Next arrival: around 150th March
Glory T-Shirts Herakles Next arrival: around 30th February
Glory T-Shirts Achilles Next arrival: around 30th February
HOW DO I RETURN AN ITEM?
1. Pack the item(s) you want to return and add your printed invoice in the parcel. Please circle the items you want to return and circle the reason for returning on the bottom of the invoice. If you’d like to change sizes, please write down the prefered item and size on the bottom of the invoice
2. Create and print a label with our return address on it and attach it to the parcel (if you don’t know how to do it online with your local parcel company, visit their location and they will help you with the label). Please note that we do not have a ready to go (free) return label for you
3. Send the parcel to our returns address. We will refund your money back (after review & approval) within 2 weeks after we received your parcel. *Please note that payment systems sometimes require a transfer time. This transfer time is not included in the 2 weeks. If you haven’t received your refund in your bank account after 2,5 weeks, please contact us
CAN I CHANGE SIZES?
We offer free of charge changes of size within the following countries: The Netherlands, Belgium, Germany, UK & France. Other countries require additional shipping charges. Please note that we only cover the costs for changing items (sending a new parcel to the consumer), not returning them. We only cover the costs of changes sizes once, we do not cover the shipping costs of a second change of sizes
I HAVE FOUND INCONSISTENCIES IN MY ORDER AND WOULD LIKE TO CHANGE ITEMS, WHAT CAN I DO?
If you have found any inconsistencies in your order please contact us and provide pictures. Please contact us within 1 week after receiving your order. After inspecting and approving your claim we can offer you a refund or a new item free of costs. Unfortunately we can not approve of any claims without evidence provided. We strongly advise to contact us prior to your attempt to change or return so we can help you the best way we can.
Our returns address is: Spartathletics Returns, Burgemeester Norbruislaan 332, 3555EN, Utrecht, The Netherlands
WHAT HAPPENS IF MY RETURN GETS LOST?
If you return items to us, we are not responsible for a lost parcel. We are also not responsible for investigating the location of your parcel or to find out whether it was lost or not. We advise you to contact your parcel company to investigate the whereabouts of your parcel
I HAVE NOT HEARD ABOUT MY RETURN. WHAT CAN I DO?
Please DM, Email, Chat (09:00-19:00 CEST) us and we will check if we have accidentally missed your return. If we haven’t received your return please contact your local parcel company to check its whereabouts. We would always advise you to save the (digital) receipt of your return as proof
RETURNING GIFT BOXES
Our policy on returning Gift Boxes is different compared to other items.
We accept returns on Gift Boxes when the following criteria are met:
– The Gift Box is returned with all items in it
– The Gift Box itself does not show significant dents, tears or other indicators that mark that the gift box is damaged
– The items in the Gift Box are undamaged & do not contain stains or hair
We can deny your refund for Gift Boxes when the following are present:
– The Gift Box has 1 or more items missing or the Gift Box itself is missing. We don’t accept returns in partial. *We only accept the returning of the items without the Box when you want to change sizes*
– The Gift Box itself is damaged by showing significant marks like tears and dents
– The items in the Gift Box contain stains, marks of being damaged or hair
We are aware that the Gift Box is a product that require the box and the items inside to be intact. We do our best to deliver these to you in an undamaged state. We expect the same care when the customer returns it. We are also aware that mail companies sometimes damage goods in the transportation process. Returning a Gift Box is at own risk. We are not responsible for damaged returns. If you want to be sure that your returned Gift Box meets the returns criteria we would advise to send it back in a box with the bubble wrapping it came with. If you’d like to just change sizes, we advise you to sent back the items without the box. Please add your returns form with your return. If we receive a returned Gift Box in a damaged state, we can deny your refund. The customer is responsible for covering the additional shipping costs to allow us to return the parcel, if needed
RETURNING ITEMS ON SALE
Items on sale can only be exchanged for store credit or a different size
RETURN POLICY (OF ALL TYPES OF ITEMS)
– Item must be returned within 14 days from the day you’ve received your order, transit times are not included within this time
– Should the item(s) you receive not fit, we do not offer free of charge changes of sizes (with the exception of: The Netherlands, Germany & Belgium)
– All returned items must be returned in the original state, including hang tags. If you remove a hang tag from a product we will deny your refund for that product
– Item must be unworn & unwashed (no distinct odours, blemishes, signs of wear etc.) Any items found to be in poor condition can be returned back to you
– We cannot accept underwear or socks for hygiene reasons – no exceptions
– Items covered in animal/human hair will not be accepted
– All items are thoroughly inspected before any action is taken. If we deny your refund based on one or more of the above mentioned reasons, we can: 1. return your item(s) or 2. deny your refund all together without returning the items to you. We will ask you through email what option you would like to choose, before completing a denied refund
– For single item orders that are returned, we will refund the total value of the order, excluding shipping costs
– For multiple item orders, we will only refund the value of the item(s) returned, excluding shipping costs
– If multiple item orders are returned in their entirety, we will refund the total value, excluding shipping costs
– Orders placed separately (unique reference numbers), must be returned separately
– We aim to refund within 14 days. Please note, PayPal transactions can take up to 24 hours and credit/debit cards may take up to 5 workings days to clear into your account
– Our returns address is: Spartathletics Returns, Burgemeester Norbruislaan 332, 3555EN, Utrecht, The Netherlands
If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in