Which payment types do you accept? We accept payment by Mastercard, Visa or Amex through Stripe; or via your PayPal account.
My card was refused – what do I do? If you think the problem is with our system rather than with your card then please send an email with details of the problem, using the link at the bottom of the page, and we’ll look into it. Otherwise just do the usual – check your balance, check that you have entered all the correct card details, make sure that the card hasn’t expired, make sure that the card has been activated via the bank if its new, make sure you aren’t using a card that has been replaced by a new one.
The page froze during my order – did the order go through? You should receive an order confirmation email as soon as you place the order. It should arrive instantaneously. If it doesn’t – wait a bit and see if it arrives. If you have paid using PayPal you should also receive an email from them when you complete the order. Have a look for that email. If you haven’t received anything within an hour you can either assume that it hasn’t gone through and try again or you can call us on the number at the bottom of the page or email and we’ll check to see. If you do order again and it turns out that the order is a duplicate, we’ll refund you the duplicated order immediately.
What size should I choose? Generally I’d advise to err on the side of bigger rather than smaller if you find yourself between sizes. Particularly for women – your clothes tend to be tighter than those of men – and even more particularly concerning underwear and swimwear. Think of your comfort! We have a handy table of how European, British and US sizes compare. Check it out here.
How do European, British and US sizes compare? Check out our size guide here for an overview.
Is shipping free? Shipping is free for orders over €100. We charge €9 for shipping within Europe for orders under €100. We don’t ship outside Europe for the sake of the environment.
How long will my item take to arrive? Delivery times are within a few days – items are shipped from warehouses in Germany and Italy. When you place an order it is shipped the next working day and when this happens, we send you an email with a tracking number so that you can follow the progress.
Can I be notified by text/SMS? If you enter your mobile number when placing your order you can choose to receive delivery notifications via SMS when the item is shipped and you check the DHL tracking number.
Do you use carbon neutral shipping? Of course driving and flying goods around is by its very nature bad and we should try to avoid doing so as much as possible. But of course we have to transport stuff about to some extent. We use DHL who have a commitment to changing shipping to a more environmentally friendly endeavour. You can read about their zero emissions promise here.
Can I return an item and get a refund? Yes, you can return any item if you are unhappy with it. If it doesn’t fit. If it has a fault. If you just simply decide that you don’t like it! However, there are some provisos to that. You must return it within 30 days of receiving the item. It must be un-worn and in its original condition. If it is damaged when you receive it – you should tell us upon receipt.
Is the springheeledjack website secure? Both our general site and the shop section use SSL encryption to protect your data. You can see this with the fact that the address begins with the secure protocol ‘https://’ rather than the old unsecured protocol format ‘http://’. You can also see that there is a padlock symbol at the front of the address which means that the page has a valid security certificate. You should avoid any pages that are not secure and indeed modern browsers will warn you if you try to visit a site that is unsecured by either preventing the page from opening – if it is deemed a serious security risk or by showing a warning triangle beside the web address rather than a padlock.
Is your site springheeledjack.se or springheeledjack.eu? Actually, it is both. We own both domains. The site you are looking at now is at springheeledjack.eu, that is, all the pages etc. are there. When you type in springheeledjack.se your webbrowser is instructed to forward to the .eu webaddress. These are the only domains we own.
Is your payment system safe/secure? We use Stripe and PayPal for handling payments. They both have millions of customers around the world. The connection between the springheeledjack site and those sites is encrypted. Springheeledjack does not see or have access to any of the information you enter during the checkout procedure. You can read further about Stripe here, and PayPal here.
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