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FAQs

My Order

If you have not yet received a shipping confirmation and would like to change your order, please write to us as soon as possible at [email protected].

We will do our best to process your request before your order is shipped, but unfortunately we cannot guarantee this.


1. Defective product


We are very sorry that you have received a faulty product.

Please take a photo or video of the pair of shoelaces that clearly shows the defect and email us at [email protected] with the attached picture and your order number.



2. Wrong item


We are very sorry that you have received an incorrect item.

Please take a picture of the item you received, the delivery note that says what you should have received instead, and the shoelaces you actually received. Email us at [email protected] with the attached picture and your order number.

1. Please double check the envelope 

in some cases, especially with thin and short laces, the product may slip out of the paper bag and still be hidden in the envelope. Please also check if it has fallen on the floor while unpacking.


2. Item is actually missing

You have checked your order again and the item cannot be found?  We will quickly solve the problem for you. 

Please send us a picture of the package, the delivery note and the contents of your package to [email protected].

As soon as your order leaves our warehouse, you will receive a shipping confirmation with all the details of your order. 

Due to our shipping system, there is no public tracking number available, so if your order is delayed, please contact us at [email protected] with your order number. 

First of all, please check that our emails have not ended up in your spam folder. Please also make sure that you have used the correct email address. 

If you think you have entered the wrong email address, write to us at [email protected] and we will be happy to change it for you.



You will find your order number in the order confirmation sent to your email address after your purchase. You will also find your order number in the shipping confirmation you received after your order was shipped. 

Shipping & Delivery

Unfortunately, delivery to a Packstation or a parcel shop is currently not possible.

You can find a list of the shipping costs and the approximate shipping times in the following table or before your final order in the check-out.



EconomyRuntimePriority Runtime
DHL ExpressRuntime
AustriaFree2-5 Working Days€ 2,991-3 Working Days€ 17
1 Working Days
GermanyFree    
2-10 Working Days€ 2,99
2-5 Working Days€ 26
1-2 Working Days
SwitzerlandFree    
2-10 Working Days€ 2,992-5 Working Days€ 261-2 Working Days
Rest EU
Free    
3-15 Working Days€ 2,99
2-10 Working Days€ 291-4 Working Days
International8€5-20 Working Days€ 13,99
5-15 Working Days  --


*Please note: We do not currently ship to Russia and China.

** All orders with Spar and Priority shipping are sent as a merchandise letter.

*1 day express shipping only between business days (Mon-Fri). Express orders placed on Fridays will be delivered on Mondays.

During special promotions, product launches or seasons there may be a slightly longer processing time, we ask for your understanding.



For orders to Switzerland, UK, and International, import duties and taxes may apply once the order reaches the destination country and is over a certain value.


These potential additional charges are not covered or refunded by SENKELS. As import duties and taxes vary from country to country, we recommend that you contact your local customs office for further information before placing your order.

We currently ship (almost) worldwide, except to Russia and China.


Returns & Exchanges

Please use the function "Register return" on the main page of our help center. 


Return policy
  • The laces are in mint, unused condition.
  • The laces were not made in a desired length. Desired lengths as custom-made products are excluded from return & exchange.
  • Your order was delivered less than 14 days ago.


Please note that as a young company, we do not offer free returns, especially with regard to sustainable consumption. 

You can view the detailed return policy here.

Returns are accepted and processed by us personally. It may take a few days for your return to arrive.

Have you paid with KLARNA? 

You can register your return and pause the payment free of charge until the return has been processed. To do this, log in to Klarna with your email address, click on your SENKELS order and select the option "Register return" at the bottom. Your invoice will be paused in the meantime and automatically updated as soon as the return has been processed by us. 


We would like to kindly point out that a refund is only possible if we have actually received the return. 

Payment

We offer the following payment methods:

We do not offer purchase on account, but with the payment methods Klarna and Paypal you have the option of paying for your order later.

Please note that these payment methods may vary depending on the country. The available payment methods are listed at checkout.

We currently work exclusively without discount or promo codes and therefore do not offer a first-time customer discount or student discount.


At SENKELS we work every day to produce high quality and responsibly made shoelaces with as little impact on the planet as possible. We produce in small quantities and therefore do not offer regular sales or discounts.

We are very sorry that you have received a payment reminder from Klarna.


Have you returned items to us and are still waiting for your return to be processed?

You can register your return and pause the payment free of charge until the return has been processed. To do this, log in to Klarna with your email address, click on your SENKELS order and select the "Register return" option at the bottom.

Your invoice will be paused in the meantime and automatically updated as soon as the return has been processed by us. We do our best to process all returns as quickly as possible.


If you have any further questions about your Klarna payment, please contact Klarna directly, as we have no insight into the payment process.

We are really sorry that you are having problems paying for your order.


Please try to change your browser and complete the order process again. In most cases this will solve the problem.


If it still does not work, please clear your cache and cookies and try to complete the purchase with another, more up-to-date device. Unfortunately, sometimes it can be a local device problem.


If it still does not work, please contact using our contact form and send us a screenshot of the error message displayed

To pause your Klarna invoice, please follow these steps:

  1. Log in to your Klarna account using your email address.
  2. Navigate to the section where your invoices are displayed.
  3. Find the specific invoice that you would like to pause.
  4. Look for the option to "Pause" or "Delay" the payment for that invoice or to notify Klarna of a return. 
  5. Click on the appropriate option to pause the payment.

By pausing the invoice, you will temporarily delay the due date and avoid any potential late fees or charges.

You can easily download your invoice as a PDF once your order has been shipped. Once you receive the shipping confirmation, you can open the email and click on "Click here to download your PDF receipt".

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