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FAQ

Your quick fix. All answers in one place.

Returns & Exchanges

In what time frame can I return or exchange a product?

You can submit any returns or exchanges within 14 days after the product has been delivered by the carrier.

How can I return a product?

You can return products within 14 days after the item got delivered by the carrier. In exchange, you will receive a voucher covering the value of the returned product, which you can redeem in our store at no time limit.

To initiate the the return please contact us on support@spark-perform.com with the following:

1. your order number

2. a brief description of the issue

We will get back to you with your FREE return shipping label, which allows you to drop the return package at your nearest local post office.

PLEASE NOTE:

For the first product return, the shipping label is FREE.

For the 2nd/3rd consecutive exchange, standard carrier costs apply.

SPARK perform reserves the right not to refund or exchange goods that are returned used, stained, damaged or incomplete.

Please see our refund policy here for full details.

How can I exchange my order?

You can exchange products within 14 days after the item got delivered by the carrier. In exchange, you will receive a voucher covering the value of the returned product, that you can use to purchase your desired exchange item in our store at no time limit.

To initiate the product exchange please contact us on support@spark-perform.com with the following:

1. your order number

2. a brief description of the issue

We will get back to you with your FREE return shipping label, which allows you to drop the return package at your nearest local post office.

PLEASE NOTE:

For the first product exchange, the shipping label is FREE.

For the 2nd/3rd consecutive exchange, standard carrier costs apply.

SPARK perform reserves the right not to refund or exchange goods that are returned used, stained, damaged or incomplete.

Please see our refund policy here for full details.

Where are returns/ exchanges sent?

You will receive your FREE return shipping label - including the return address - after contacting us via email at support@spark-perform.com with the following:

1. your order number

2. a brief description of your inquiry

PLEASE NOTE:

For the 2nd/3rd consecutive return/exchange, standard carrier costs apply.

Please note that you can exchange products within 14 days after the item got delivered by the carrier.

Please see our refund policy here for full details.

When will I receive my product exchange/ product return voucher?

After we received your returned product and all is well (product not damaged, smelly or stained) we will email you a voucher covering the product refund amount. You can redeem the voucher in our shop without a time limit. 

You can check the tracking number of your return shipping label if we received your returned item already or if it's still on the way.

My order arrived damaged. What do I do?

We are very sorry if any of our products arrived damaged. Please contact our support team via support@spark-perform.com with the following:

1. you order number

2. a photo of the damage product with the damage clearly visible

3. a brief description of the situation.

We'll gladly send a replacement at no cost to you.💕

Please make sure that the whole item is visible in the image you send to us.

Shipping

Which countries do you ship to?

We currently ship to Germany, Austria, France, Netherlands, Belgium and England.

If there is a location outside of this range you wish to receive an order to, please do reach out to support@spark-perform.com, and we will do our best to meet your request.

Do you ship to PO boxes?

Unfortunately, we are unable to ship to P.O. boxes at this time. We apologize for any inconvenience caused.

Please contact our support team on support@spark-perform.com. We will do our best to find a solution for your delivery. 💕

How much does shipping cost?

Shipping costs 3,99€ for orders containing 1 single product. For all orders containing 2 or more products, shipping is FREE.

Why am I charged for my 2nd return shipping label?

Unfortunately, we are unable to provide flat rate free return shipping. We are charging the standard carrier shipping rate in case you consecutively exchange a product more than once. We are very sorry about that!

This means, we will cover the shipping cost of your first product exchange or return. The shipping label will be FREE of charge.

Standard carrier rates apply for further consecutive exchanges and returns.

How long will my delivery take?

Deliveries to Germany, Austria France, Netherlands, Belgium and the UK will usually reach you in within 2 weeks after receiving your order confirmation email.

This is what happens after you place your order:

1. You will receive an order confirmation email after settling the payment.

2. Your product will leave the logistics center after 3-7 business days, at which point you will receive a shipping confirmation email including the tracking code.

4. Within Europe, your order will take 6-8 business days (not including public holidays and weekends) after leaving the logistics center.

Please note that these shipping times are estimates, not guarantees. In some cases, orders may take between 10 and 15 business days (excluding weekends and holidays) due to unforeseen circumstances. Please forgive us if that happens.💕

If you encounter any issues, please don't hesitate to contact us on support@spark-perform.com.

My tracking number does not work.

It can take up to 48 hours for tracking info to show up in the carrier’s system. Please forgive us for any unforeseen delays and check again tomorrow. 💕

What should I do if it’s past the estimated delivery time and I still haven’t received my order?

If your order’s estimated delivery time has passed, here’s what you do:

Check our tracking link

Once your order is shipped out (usually 3-7days) you will receive an email containing your tracking link. By clicking it, you will see the status of your order and the delivery date. If the delivery date has not passed, there is nothing to worry about. Your order is on the way and will be with you shortly.

Wait a bit more. 💕

Unfortunately, shipments can get delayed for reasons we can’t predict. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, not a guarantee.

Reach out to the carrier.

You can contact the carrier service directly to get information about your shipment.

Get in touch with our customer support team.

Let us know about your delayed shipment, and we’ll check the latest delivery updates. We may ask you to wait a few more days to receive the order. You can reach us via chat or send an email to support@spark-perform.com.

If your package is lost in transit, you can submit a lost product claim no later than 14 days after the estimated delivery date. To file the claim please reach out to support@spark-perform.com including the following:

● your order number

● a brief description of the issue

● the carrier confirmation on the lost delivery

We will ship a replacement order for you asap at our expense as soon as possible.

Please note that if the package was:

a) marked as delivered by the carrier, but you haven’t received it

or

b) the package got returned to us because it was undeliverable (e.g. wrong address) we won't cover the cost of reshipping or refunding the order.

If the package got returned to us because it was undeliverable, and you wish us to re-send your order, we will ask you to settle the shipping cost at your expense.

For detailed information, visit our return policy and shipping policy.

My order shows as being delivered but I haven`t received it.

Please note that if an order was marked as delivered by the courier, we will not replace it.

Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address

● Ask your local post office if they have your package

● Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at support@spark-perform.com with the following:

1. your order number

2. a brief description of the issue

3. the carrier confirmation that the package is lost

We handle these situations on a case-by-case basis but will do our best to help solve the mystery of the missing package.

My order shows it is being returned to sender, what now?

There are a few reasons an order gets returned to the sender, but most often it is due to an undeliverable address.

Before getting in touch with us, please help us out by finding out the reason for the product return:

1. Check your shipping confirmation email for any mistakes in the delivery address.

2. If your address was correct, please get in touch with the carrier to check why the package got returned.

Maybe your local post office held the package, but you missed picking it up?

Afterwards, please contact us on support@spark-perform.com with the following:

1. your order number

2. a brief description of the situation 

3. all additional info you gathered from the carrier

If you wish, we will re-ship your order, but shipping is at your expense.

Once we have updated your address, you will receive an email containing a link to our website where you can settle the shipping cost via a payment method of your choice. Please note that the shipping cost varies from 3,99€ - 5,99€ depending on the product and your delivery location. Once settled, we will send out your order right away. 

Do I get refunded for shipping costs in case of a product return or exchange?

When you return a product or exchange a product, we do not refund the shipping cost you paid. (Only applies if you ordered less than 2 items.)

The store voucher you receive covers the price of the refunded product - NOT the shipping cost you might or might not have paid.

My package got lost in the mail - what now?

We apologize for the bad experience you had with the carrier service. Unfortunately the process of shipping is out of our hands, but we will do our best to find a solution fast.

For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date. But no worries! We'll cover the costs of replacing the order for you.

Please note that if the package was marked as delivered by the courier, but you haven’t received it, or it was returned to us for whatever reason, we won't cover the cost of reshipping or refunding the order. Please see our refund policy for full details.

There may be cases where the delivery was made, but the package was left in an unexpected location at your address. In such an event, please reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the front yard.” Please also check if the shipping address you provided was correct.

Please help us by following these steps before contacting us:

● Check your shipping confirmation email for any mistakes in the delivery address

● Ask your local post office if they have your package

● Stop by your neighbors in case the courier left the package with them

If you are still unable to locate the package after reaching out to the carrier, please contact our support team via email at support@spark-perform.com with the following:

1. your order number

2. all details you received from the carrier.

We handle these situations on a case-by-case basis, but will do our best to help solve the mystery of the missing package. 💕

Orders & Payments

Which payment methods do you offer?

We accept all popular European payment methods from credit cards (Visa, Master Card, Amex) to Klarna bank transfers and PayPal.

Just choose your preferred method at checkout.

Can I change or cancel an order after it's been placed?

We are very sorry, but once an order is placed, we’re unable to make any changes.

Please see our refund policy on all details about product exchanges and returns, or check our FAQs on "Returns" below. If you would like to return or exchange a product, you can contact us via email on support@spark-perform.com with your order number and a short description of your inquiry.

When will my order arrive?

Deliveries to Germany, Austria France, Netherlands, Belgium and the UK will usually reach you in within 2 weeks after receiving your order confirmation email.

This is what happens after you place your order:

1. You will receive an order confirmation email after settling the payment.

2. Your product will leave the logistics center after 3-7 business days, at which point you will receive a shipping confirmation email including the tracking code.

4. Within Europe, your order will take 6-8 business days (not including public holidays and weekends) after leaving the logistics center.

Please note that these shipping times are estimates, not guarantees. In some cases, orders may take between 10 and 15 business days (excluding weekends and holidays) due to unforeseen circumstances. Please forgive us if that happens.💕

If you encounter any issues, please don't hesitate to contact us on support@spark-perform.com.

What is the status of my order?

Once your order is ready to go, we hand it over to the carrier and send you a shipping confirmation email with a tracking number. You can click on that number to see the latest updates on your shipment’s location via our tracking page.

It usually takes 3 business days, but sometimes (rarely) up to 7 business days for orders to be prepared for shipping.

Means you will receive your shipping confirmation email after 3 to 7 business days.

Please forgive us in case any unforeseen delay happens. 💕

How does a discount code/ promo code work?

Discount / promo codes are usually one word with numbers and look along these lines, e.g.: WELCOME10.

Discount / promo codes can be applied to your order at checkout. The respective value will be automatically deducted from your order.

Please note that discount / promo codes cannot be paid out but only be deducted from your next order.

Discount /promo codes are usually sent out by us via email for promotional-, reimbursement (eg. shipping cost) or refund purposes. They are tied to the specific customer they have been sent out to and are one-time-use by default.

Can I use multi-promo codes at checkout?

We are only able to accept one promotional code at a time. Sorry for the inconvenience!

How does a gift card work?

A digital gift card can be applied to any purchase via gift code at check-out.

If you are purchasing an e-gift card for someone else, you will need to either enter their email address at checkout or forward the e-gift card you purchase to their email address.

How do i take care of my product?

How do I wash SPARK perform sportswear - synthetic fabrics?

All-over synthetic sportswear with stretch can be machine-washed cold with similar colors, without bleach.

Don’t dry-clean or tumble-dry the apparel.

You can iron it with a low heat setting.

How do I wash SPARK perform sportswear - natural fiber (eg. cotton content)?

SPARK perform printed or embroidered sportswear containing natural fiber (eg. cotton) can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and similar colors. Use non-chlorine bleach only when necessary.

You shouldn't use any fabric softeners or dry-clean the items.

You can tumble-dry the garments on a low cycle, but hang-dry works best. When it comes to ironing, use cool iron inside-out. Don't iron the print.

Follow these instructions carefully to avoid fading and cracking of the print, and shrinking the garment that can occur if you wash or dry it on a high setting.

Contact

Still have questions?

We're happy to help! Please email us at support@spark-perform.com or shoot us a message via chat. Our support team will get back to you within 24hs from Monday-Friday 9am - 4pm CET.

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