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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. 

If you receive shoelaces in the a different length than you ordered, please contact our customer service team with a picture of the shoelaces next to a measuring tape.

We apologize for the inconvenience and will ensure to ship you the correct pair promptly once the necessary information has been received.

Yes, you might be able to modify your order before it's shipped by reaching out to our customer service. If you'd like to add items, such as an additional pair of shoelaces, to take advantage of a discount, please specify the details of the additional items:

  • Type of shoelace (Sneaker 6mm, Flat Waxed 3mm, etc.)
  • Length
  • Finishing of the metal aglet
  • Quantity needed

We will update your order and apply any applicable discounts if the order hasn't left the production site.

Orders that are still in production or pending shipment can sometimes be cancelled, depending on the current status of the order. You can monitor the status of your order on the status page which you can access by clicking on the link in the order confirmation mail.

Orders with the status: "Order Received" can be canceled. 

Orders with the status "Awaiting Production" might not be cancellable since those orders have already been passed to our production team.

If you wish to cancel an order, please contact us as soon as possible, and we will check whether cancellation is feasible at that stage. Our customer service team will provide you with the necessary assistance and guidance.

In the very rare occasion, that our metal aglets won't fit through the eyelets of your shoes, there is a couple of things you can do.

1. Return them to us to have them remade with special attention to the thickness of the aglet.

2. If you haven't ordered shoelaces in a custom length, return them for a refund.

3. Return them for a refund and order a pair of shoelaces in a smaller diameter.

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
2-10 Working Days€ 2,99
2-5 Working Days€ 26
1-2 Working Days
2-10 Working Days€ 2,992-5 Working Days€ 261-2 Working Days
Rest EU
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.

Depending on the shipping method you chose during checkout, tracking might not automatically be available to you due to the logistic system used for this specific tracking method. This is the case for any shipping method, were the courier isn't directly mentioned in the shipping method. 

Tracking information is only accessible to our internal team. Although we can see the status of your order in transit, we regret that we cannot directly share specific delivery dates. Rest assured, we monitor the shipment internally and will do our best to keep you updated on the progress of your delivery.

For orders shipped with one of the following couriers (GLS, DPD, FedEx, DHL Express), tracking information will be automatically shared in the shipping confirmation mail.

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. 

We do not offer direct exchanges. However, you may return your order for a refund and then simply reorder the desired item through our online shop. 

A step-by-step guide for returning items can be found on our FAQ page.

Once we've received your return, we'll process your refund promptly. 

Please note that custom-length shoelaces are not eligible for a return due to their personalized nature. When ordering the new item, ensure you choose the correct size or color to prevent any further inconvenience.


Yes, all laces are sold as a pair.

When you add 1 item to your shopping cart, it means you will receive 1 pair.

Yes, our clear plastic aglets have been discontinued. We recommend opting for our metal aglets which are a more durable, stylish alternative for your shoelaces.

There might be some stock left for a couple of our 3mm flat waxed shoelaces with plastic aglets. Feel free to grab a pair if you would like to compare them to our metal aglets.

We do not sell shoelaces by the meter; however, we can supply our shoelaces for retail purposes. If you're interested in purchasing shoelaces in bulk for retail, please contact our customer service for more information.


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".


Yes, we offer digital gift cards that make gift giving even easier :) 

Our gift cards are electronic gift cards that are sent to you by email. You will receive a file with a code that you can print, forward electronically or even write in a is the link to order a gift voucher:

For sustainability reasons, we do not yet offer physical gift cards to save resources and prevent additional shipping.

Account Management

Setting up an Account with Our Online Shop

Setting up an account with our online shop is easy and opens the door to a convenient and personalized shopping experience. Here's a step-by-step guide on how to create your account:

    1.    Visit the Sign-Up/Login Page.

    2.    Enter Your Details: Fill in the required fields with your personal information, including your name, email address, and a secure password.

    3.    Verify Your Email Address: After submitting your details, you'll receive an email from us. Click on the verification link in the email to activate your account.

    4.    Log in to Your New Account: Once your email is verified, use your new credentials to log in to your account.

    5.    Personalize Your Profile: Complete your profile by adding your shipping address, contact number, and any other personal preferences.

    6.    Start Shopping: Now that your account is set up, you can start browsing through our products and add your favorites to your cart.

    7.    Track Your Orders: After placing an order, you can view and track its status directly from your account page.

With your account, you'll also have access to exclusive offers, the ability to save items to your wishlist, and enjoy faster checkouts. If you need any help during the account setup process, our customer support is here to assist you.

Forgot your password? No problem. Follow these simple steps to reset your password and regain access to your account.
Need to change your address or phone number? This guide shows you how to easily update your personal information on your account.
Learn how to add, edit, or remove payment methods on your account to make shopping easier and more secure.
Get to know the different types of account notifications we send, including how to customize what you receive for a tailored experience.

Get support