FREQUENTLY ASKED QUESTIONS
All details about our products.
If you are unsure, which type of shoelaces you should order from us, you can use our interactive guide or send us a mail with some pictures of your shoe.
Our shoelaces arrive as a pair. “1x” therefore stand for 1 pair of shoelaces.
Generally speaking, our shoelaces are very precise since every pair is hand cut according to your specifications. With custom lengths, however, we take extra measures to make sure the 68cm long shoelaces you order arrive with 68cm of length. 😉
Everything about ordering at Senkels.
We offer several payment methods. These include PayPal, credit and debit cards, Apple Pay, Google Pay, Shop Pay and Klarna.
You can find all currently offered payment methods in our footer.
Absolutely, however, we cannot offer this option during checkout.
To pay your order by bank transfer, simply e-mail us with your preferred products, and we will manually send you an invoice.
Details on how and how fast you will receive your order.
All orders are shipped as letters from Austria. Orders are usually shipped Mondays, Wednesdays and Fridays. Please note that unexpected delays may occur of which SENKELS has no control over and is not responsible for.
Orders usually cannot be cancelled after they have been confirmed through our website. If a package is undeliverable, the customer will be held responsible for any return and original shipping charges. Please note that we are not accountable for any orders that have been marked as delivered nor where delivery attempts have been made. We cannot ship to P.O Boxes as generally shipments require a signature on delivery.
You will receive an email once your order has been dispatched. Please contact our customer service if you have any questions or concerns about your delivery order.
Yes, depending on your location, we offer free shipping. Generally speaking, all orders within the European Union are shipped to your door for free.
Precise shipping costs will be available during checkout.
We are delivering worldwide 🌎
(Exceptions may apply.)
International orders (shipments outside the EU) are subject to customs or import duties once the order reaches its destination country.
Unfortunately, we cannot cover the cost of import duties and taxes and therefore every buyer has to assume responsibility for these potential additional costs.
As import duties and taxes vary from country to country, we recommend you to contact your local customs office for more information before placing an order.
Details about exchanges, our return policy and the return procedure.
You are welcome to submit a return request via our returns portal.
To do so, log in at this link with your email address (the one you used for your order) and the order number. Both can be found in the order confirmation e-mail you received directly after placing the order.
There you will be able to select the products and the reason for your return request.
We do not offer a “typical” exchange at the moment.
If you wish to exchange an order, simply return your shoelaces to us according to the guide above (by first requesting a return in our returns portal) and place a new order to get the shoelaces you would like to have instead.
You have the right to withdraw from your order within 14 days after the delivery. Excluded from the return policy are custom length shoelaces, as these have been made according to your specifications.
The recipient label on the Return Form is not a prepaid label. Kindly note that return delivery costs are the responsibility of the customer. SENKELS does not accept unpaid returns and these will be sent back to the customer. We only accept returns which have been sent within 14 days of receipt of product. Returned shoelaces must be in their original condition: boxes and pouches must be complete and intact, products must be new and unworn. SENKELS will not accept returns of any worn items or which have had their security tags removed. If possible, please use your original shipping packaging.
We cannot accept responsibility for any items that are stolen or lost in transit. To prevent this, we would strongly recommend that you use a secure trackable courier service of your choice (such as FedEx, DHL, or UPS) to return your items safely to us. Please ensure that your package is insured, and the original order confirmation is attached. Kindly note that unidentified returns will be returned to the sender and will not be refunded. We recommend keeping your receipt until the refund process is completed. Refunds will be made using the payment method originally used when making the purchase. Kindly note that international customs duties and sales taxes are not refunded (for shipments outside the EU).In the rare occasion that your item is faulty, please contact our customer service to resolve the issue by emailing firstname.lastname@example.org