FAQs

When will the items I have ordered be shipped?

How can I see where my parcel is currently located?

How long will it take until I receive my goods?

Can I also have my order delivered to a Packstation?

I couldn't find an item or couldn't order it in the quantity I wanted?

What do I do with Rücksendungen?

What can I send back and what not?

How do I receive the invoice for my order?

How do I get my money back after a return shipment?

How do I exchange an item?

What should I bear in mind when flocking individual textiles?

When will the items I ordered be shipped?

We ship 1-2 times a day with our shipper DHL. For goods that are specified with 1-2 working days  delivery time , shipping usually takes place within 24 hours, provided that the payment has been made or the order has been successfully completed with the payment method „invoice“.

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How can I see where my parcel is currently located?

After shipping, you will receive an email from us containing the parcel number. You can use this number to check the current status of your parcel on the DHL website. In rare cases, this email may end up in your SPAM folder, so please check it if you are waiting for the email with the parcel number.

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How long will it take for me to receive my goods?

We ship 1-2 times a day with our shipper DHL. For goods that are specified with 1-2 working days  delivery time , delivery usually takes place within 24 hours, provided that payment has been made. Items with a longer delivery time are currently in the subsequent delivery process and will be delivered within the specified time. The delivery time with DHL within Germany is usually 1 - 2 working days. DHL also delivers on Saturdays. Deliveries abroad naturally take a few days longer.

Can I also have my order delivered to a Packstation?

When shipping with DHL, you can also have your parcels delivered to a Packstation, and the order process describes exactly how you should enter the data. Please note that some parcels (e.g. packed badminton rackets, sports bags and similar large items) are too large for a Packstation. You should therefore avoid sending large parcels to a Packstation. Here you ll find all the information on which parcels fit into a Packstation.

I could not find an item or could not order it in the quantity I wanted?

We have a warehouse of over 400m² and always endeavor to deliver the goods you order quickly. But sometimes even we do not have such high stocks of individual products or a shoe is not available in a particular size. However, as we obtain goods from all major suppliers on a regular basis, we can get most things at very short notice. Just send us an email to: info@racket-outlet.de and write us your request.

How is a Rücksendung processed?

Please repack the goods you wish to return in their original packaging. In most cases, you can also reuse the package that we have sent to you for the return shipment, thus saving packaging costs and helping to protect the environment.

Please enclose the delivery bill (or a copy) with the return shipment, on which you mark which items you would like to return or exchange. You can mark this, for example, with the words „return“ or „exchange in …“. This helps us to process the return shipment.

In accordance with the new EU Consumer Rights Directive of 13.06.2014, you as the customer bear the costs of the return shipment, regardless of the value of the goods or the method of payment.
You can freely choose the method of return shipment. In other words, you can return items to us by parcel, letter (this is possible for individual textile parts, for example) or as a small parcel. You can also freely choose the sender.

However, please note that you will not receive proof of delivery for letters and parcels. To be on the safe side, or for returns of greater value, we therefore recommend sending them by insured parcel.

For convenient and easy shipping of the goods back to us, we offer a discounted and prepaid DHL parcel label, which is sent directly to you by email upon purchase or payment and can be easily printed out.

What can I send back and what not?

Almost all items can be returned within 14 days of receipt. The only exceptions are items that have been made to your special order. For example, table tennis rubbers that have been glued to a table tennis blade and then cut cannot be returned. The same applies to badminton frames that are strung especially for you. The same applies to printed textiles and lacquered rackets.

In the same way, used items can no longer be returned. Unfortunately, a shoe worn during sports can no longer be sold as new and you want to be sure that you only receive new and undamaged goods from us. We thank you here for your understanding.

If you are not sure whether the item you want to order can be returned, please contact us at info@racket-outlet.de.

How do I receive the invoice for my order?

The invoice will be sent by email regardless of your payment method. If you cannot find the email, please check your SPAM folder.

How do I get my money back after a return?

You will always receive the refund for your items the same way you sent us the money.

Invoice

You will receive an invoice correction (= credit note, for legal reasons the document must be called invoice correction, but it is not a new invoice) from us by email. You can simply deduct this from the original invoice amount and then transfer it to our account. If you have already paid the invoice, we will transfer the credit amount to your account.

Pre-payment/bank transfer

We will transfer the amount back to your bank account from which you have transferred the payment to us.

Paypal

You will be credited back to your Paypal account. The return shipment is secure and encrypted.

Credit card

We will credit the amount to the credit card you used to pay. Here, too, the refund is encrypted and therefore secure.

Last name

For a refund, you must provide us with your bank details. You can simply include the account details in the package with the return shipment or send them to us by email (info@racket-outlet.de)

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How do I exchange an item?

Please return the items you wish to exchange to us and note the exchange request on the delivery bill or on a note that you put in the package. For easy processing, we offer a discounted DHL parcel label. If the item you want is no longer in stock, we will first try to get it back from the manufacturer by reordering it. If this is not successful within 14 days, we will refund the value of your return shipment.

What to consider when flocking individual textiles

The textile finishing at racket-outlet is done exclusively with high-quality machines and branded goods. This enables us to achieve the best possible quality from our side. Please note our instructions for the flocking of textiles here:

- The flocking is done in white or black, depending on the basic jersey color.

- The flocking always takes place on the back of the textile, approximately at shoulder blade height.

- The size depends on the length of the text and the size of the jersey. The maximum width of the flock is 28 cm.

- Font is Arial (bold).

- It is flocked in a single line.

- The flocking text you specify will be printed exactly as you enter it. Please note the correct spelling and capitalization.

- The flocking order extends the delivery time by approx. 4 working days, please take this into account when placing your order.

- Due to the individual finishing, the textiles cannot be exchanged or returned.

- If you require a larger quantity of flocked textiles, please use our club clothing form to make an inquiry.

- Wash all finished textiles inside out at 30° and delicates. Do not tumble dry. This gives the flock the best durability.