WE ARE HERE TO HELP

 

Based in our Zürich, Switzerland headquarters, our Customer Care Team help you. We’re here to answer any and all questions!

If you are looking for an answer, our help-section is the better place to get help. Here you can make, change or return orders, add something else, or make an special request. You also find answers about care instructions.

FAQS AND COVID-19 (CORONAVIRUS) INFORMATION

CAN I STILL SHOP?

We are open again for orders, and you may shop as you would normally.

DO YOU HAVE DELAYS? WHY?

Due to COVID-19, deliveries may delayed based on the location and how certain countries process especially for International Orders. Please check tracking and reach out to your local postal service for updates on your delivery. We recommend you check out our Delivery & Shipping Policy for more information regarding COVID-19 delays.

IS IT SAFE TO SHOP?

The health and safety of colleagues and the wider community has always been our first priority. Over the past few months, we have been working hard to build on the many existing safety measures in our distribution center and office. We have enhanced these even further to safeguard teams, going above and beyond government guidelines to maximize protection.

In agreement with our logistics partner and colleagues, as well as on the advice of the relevant health authorities, we have welcomed back a reduced number of staff, and will be keeping the situation under constant review as the team progressively expands in stages.

The logistics teams will benefit from the following advanced health-and-safety measures, newly introduced to safeguard them as we reopen:

      • 2m social distancing respected throughout site.
      • Staggered breaks, staggered entry and exit to site and a one-way system implemented to site.
      • Increased cleaning and disinfecting of equipment.
      • PPE, including masks, gloves and sanitizer.
      • Reduction in the number of people working on every shift, to maximise social distancing. A phased approach will be implemented, inviting staff back gradually and safely.

These newly adopted practices are in place to prioritize the health of our colleagues and our customers as we gradually restore our full service.

All the transport companies which we work with have reinforced their delivery procedures for our orders,
guaranteeing the safety of their employees and Postal Staff.

Our Customer Care team would be very happy to answer your questions - email us to info@sportles.com. Check out here our Delivery & Shipping Policy.

ORDER ISSUES

MY ORDER WON’T GO THROUGH! WHAT’S GOING ON?

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.

If the issue persists, please contact your credit card company to ensure there are no holds placed on your card.

OOPS! I NEED TO CANCEL OR CHANGE SOMETHING ON MY ORDER

If you need to change or cancel your order, please contact us immediately at info@sportles.com. Ensure the subject line has your order number and “Change to Order” in it.

I JUST MADE A PURCHASE. CAN I ADD SOMETHING ELSE?

Unfortunately, we cannot add items to an existing order.

Please place a new order for the item and contact us immediately at info@sportles.com. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order.

PRODUCT & STOCK

WHAT IF I WANT TO TRY BEFORE I BUY?

Good news! We are located at a few studios in Zurich and also offer private appointments at our showroom in Central Zurich.

Please see our Where To Shop page for the exact locations.

MY FAVOURITE ITEM IS SOLD OUT! WILL IT COME BACK IN STOCK?

If the style/size you are looking for is showing as sold out, please contact us at info@sportles.com to be added to the waitlist so that we can notify you when we get more stock.

If that style is no longer being produced, our Customer Service rep will let you know.

WHEN IS YOUR NEXT COLLECTION LAUNCHING OR DELIVERING?

Most designers feature two collections per year: Spring/Summer and Fall/Winter. Core best sellers will be available for reorders.

WHAT ABOUT PRODUCT CARE INSTRUCTIONS?

  • Follow instructions on the tag from each Designer

  • Suggested care for performance materials, follow the guideline below

  • Hand or machine wash cold, with like colors.

  • Bras are ideally washed inside a mesh laundry bag.

  • Hang or lay flat to dry.

  • Do not put in the dryer.

  • Do not dry clean.

  • Do not bleach.​

SPECIAL REQUESTS

Is there something you are looking for that we seem to be missing, email us at info@sportles.com and may be able to consider your requests in future collectIons.

PAYMENTS

WHAT ARE YOUR PAYMENT METHODS?

We accept the following payment options

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • PayPal
  • PayPal Express
  • Secured Bank Transfer to Post Finance Switzerland
  • Pay Later with Klarna

All credit cards entered on our site directly are processed via STRIPE

PAY LATER WITH KLARNA

 

We’re working with Klarna to allow you to get your SPORT.LES orders first and pay after delivery. No fees or interest, only pay for what you keep. Just select Pay Later at checkout.

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com

If you want to make a purchase with Klarna, you'll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.

To know how to use Klarna at SPORTLES.com and check all the terms and conditions, please click here.

RETURNS & EXCHANGES

WHAT IS YOUR RETURN POLICY?

  • You have 30 days from your order date to request a return. Once you have requested a return, you have 7 days to ship your item(s). If you do not ship your return within 7 days from the return request date, your order may be eligible for store credit only.
  • No returns will be accepted without a return authorization. A return authorization is created when your return request is approved. To request a return authorization, start your return request here by filling out the return request. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Returns are processed on Monday weekly and an email will be sent informing you that the return was submitted. After the refund email is sent, the amount will take 7-10 business to reflect in your account via credit card purchases or Apple Pay. Paypal will refund at the time the email is sent. Bank transfers will be submitted when then return is made and the funds should be reflected in the account within 1-2 business days.
  • All items must be unworn with the original tags attached in order to process the return. All items must be in perfect condition.
  • ALL DISCOUNTS OVER 70% ARE FINAL SALE and the items are non-refundable. It will be labeled as such on the product page, in your shopping bag, and during checkout. Please keep this in mind when choosing sizes and products. If you have any size questions, you can always reach out to our customer service team for guidance via email at info@sportles.com .
  • ALL DISCOUNTS OVER 50% SALE at the time of purchase, store credit will be given at the purchase price. If the item is with a GIFT RECEIPT, we will give store credit to the person that receives the gift at the price purchased not current selling price. Any promotions that were used will be applied to the store credit. If there was a gift card given DURING A PROMOTIONAL SALE (ex. spend 500, get a 50CHF gift card), if over half the merchandise is returned, the gift card will be canceled.
  • ALL DISCOUNTS UNDER 50% SALE the amount is returned to the original form of payment.
  • All items are returnable, with the exception of the following:
    • Items marked as final sale
    • Gloves and arm warmers
    • Socks and leg warmers
    • Hair accessories
    • Water Bottles
    • Lingerie
  • Swimwear should be tried on over underwear for sanitary reasons, and must have protective hygiene strip intact.
  • All items are refundable, with the exception of the following:
  • Gift Cards
  • Shipping
  • We reserve the right to return any item that does not comply with our return policy.
     

HOW CAN I RETURN AN ITEM?

Switzerland & EU Returns Guidelines:

  1. Request a return authorization. Start your return request by filling out the return request here.
  2. You will receive a confirmation email with your return form (if you didn't receive it yet, please check your SPAM mailbox).
  3. Pack your item(s) securely and send back items as a RETURN MERCHANDISE on custom forms at a value of 0 to the following address: SPORT.LES Gustav-Gull Platz 4, 8004 Zürich Switzerland. Please include your packing slip or order details and ship the return to us.
  4. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Returns are processed on Monday weekly and an email will be sent informing you that the return was submitted.
  5. After the refund email is sent, the amount will take 7-10 business to reflect in your account via credit card purchases or Apple Pay. Paypal will refund at the time the email is sent. Bank transfers will be submitted when then return is made and the funds should be reflected in the account within 1-2 business days.

International Returns Guidelines:

  1. Request a return authorization. Start your return request by filling out the return request here.
  2. You will receive a confirmation email with your return form (if you didn't receive it yet, please check your SPAM mailbox).
  3. Pack your item(s) securely and send back items as a RETURN MERCHANDISE on custom forms at a value of 0 to the following address: SPORT.LES Gustav-Gull Platz 4, 8004 Zürich Switzerland. Please include your packing slip or order details and ship the return to us.
  4. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Returns are processed on Monday weekly and an email will be sent informing you that the return was submitted.
  5. After the refund email is sent, the amount will take 7-10 business to reflect in your account via credit card purchases or Apple Pay. Paypal will refund at the time the email is sent. Bank transfers will be submitted when then return is made and the funds should be reflected in the account within 1-2 business days.

Please note:

  • If the return is subject to any additional cost for the return, we will deduct it from the return and send over the proof of payment that was made on behalf of SPORT.LES.
  • Tracking is suggested when returning a package. SPORT.LES will not be responsible for lost returned packages without tracking.
  • The client is responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping and any return duties will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

CAN I RETURN ITEMS THAT WERE PURCHASED ON SALE?

  • ALL DISCOUNTS OVER 70% ARE FINAL SALE and the items are non-refundable. It will be labeled as such on the product page, in your shopping bag, and during checkout. Please keep this in mind when choosing sizes and products. If you have any size questions, you can always reach out to our customer service team for guidance via email at info@sportles.com .
  • ALL DISCOUNTS OVER 50% SALE at the time of purchase, store credit will be given at the purchase price. If the item is with a GIFT RECEIPT, we will give store credit to the person that receives the gift at the price purchased not current selling price. Any promotions that were used will be applied to the store credit. If there was a gift card given DURING A PROMOTIONAL SALE (ex. spend 500, get a 50CHF gift card), if over half the merchandise is returned, the gift card will be canceled.
  • ALL DISCOUNTS UNDER 50% SALE the amount is returned to the original form of payment.

CAN I RETURN A GIFT?

  • Yes. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
  • If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
  • Please note: ALL DISCOUNTS OVER 50% SALE at the time of purchase, store credit will be given at the purchase price. If the item is with a GIFT RECEIPT, we will give store credit to the person that receives the gift at the price purchased not current selling price. Any promotions that were used will be applied to the store credit. If there was a gift card given DURING A PROMOTIONAL SALE (ex. spend 500, get a 50CHF gift card), if over half the merchandise is returned, the gift card will be canceled.

DO I HAVE TO PAY TO RETURN AN ITEM?

 

  • For returns within Switzerland and also international returns customers are responsible for return shipping costs.
  • If your order has been sent to a destination outside of Switzerland, customs, duties, and sales taxes are not refundable through SPORTLES.com. However, you may be able to recover these by contacting your local customs bureau directly.

 

HOW LONG DOES IT TAKE TO PROCESS A RETURN?

  • You have 30 days from your order date to request a return. Once you have requested a return, you have 7 days to ship your item(s). If you do not ship your return within 7 days from the return request date, your order may be eligible for store credit only.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
  • Returns are processed on Monday weekly and an email will be sent informing you that the return was submitted.
  • After the refund email is sent, the amount will take 7-10 business to reflect in your account via credit card purchases or Apple Pay.  Paypal will refund at the time the email is sent. Bank transfers will be submitted when then return is made and the funds should be reflected in the account within 1-2 business days.
  • EXTENDED RETURN TIME DURING HOLIDAY SEASON: orders placed from November 15th will have the option for an extended returns until January 1st.

WHAT SHOULD I DO IF I GET A DAMAGED OR DEFECTIVE ITEM?

  • Please send us an email to info@sportles.com. In the body of the email please include your order number, a picture of the damage and a short description of the issue.

HOW CAN I GET A REFUND?

  • After being accepted, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Returns are processed on Monday weekly and an email will be sent informing you that the return was submitted.
  • If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@sportles.com.

MY REFUND IS LATE OR MISSING. WHAT SHOULD I DO?

  • If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@sportles.com.

WHAT ABOUT VAT AND RETURNS ON THE INTERNET?

  • In case you bought goods online from within the European Union, you can claim back VAT from the supplier as part of the total price for returned items.
  • In case you bought goods from outside the European Union, if the goods were cleared by customs then VAT legislation does not allow you to get this VAT back.
  • You can claim back Customs duty if, at the time of release, the goods are defective or do not comply with the terms of the contract, provided that you return the goods to the seller. The request to invalidate the import declaration must be made within 3 months from the date of release of the goods.
  • Instead of returning the goods to the seller, the customs office can allow the goods to be placed under other regimes where you would get the repayment of the customs duty as long as you comply with a number of conditions.
  • Find more information here: https://ec.europa.eu/taxation_customs/individuals/buying-goods-services-online-personal-use/buying-goods/returns-internet-shopping_en

DELIVERY & SHIPPING

WHERE ARE YOUR SHIPPING FROM?

Orders dispatch from Zurich, Switzerland.

HOW LONG DOES A PACKAGE TAKE TO ARRIVE?

Orders will dispatch within 1-2 working days. A confirmation email with tracking will be sent upon shipping.

Generally delivery takes between 1-10 days. At times, customs will take extra time to process depending on the country or if not available at the time of delivery.

*Please note: Due to the current situation, delivery may delay a few days - especially for International orders.

WHAT SHIPPING CARRIER IS USED?

DOMESTIC | SWISS POST PRIORITY  

INTERNATIONAL | SWISS POST PRIORITY | DHL WORLD WIDE EXPRESS

  • Please ensure to provide a shipping address that is capable of delivering to. Sport.les will not be liable if unable to make delivery to the shipping address provided. If package is returned and needs to be resent, SPORT.LES will require additional shipping or if requesting a refund, the shipping is non-refundable.
  • Deliveries take place between Monday and Friday 9am-5pm (except holidays or any other days representative of a Sunday). The cost of shipping is calculated at checkout, flat rates are in the tabs below The Delivery will take place between 1-5 business days. If ordering Friday after 12pm, package will dispatch on Monday.

 

TO INTERNATIONAL DELIVERIES INTO THE EU & UK

SWISS POST PRIORITY | DHL WORLDWIDE EXPRESS

  • Once the delivery dispatches, it should take 1-10 business days for delivery
  • The recipient is responsible for Import, VAT, and duty costs. The cost may be required at delivery. If package is rejected and sent back, the shipping cost paid will be non-refundable
  • DHL requires a signature at delivery, they do offer options for delivery without signature that can be adjusted by the recipient via text message or email. If you use the option to authorize the delivery without signature, SPORT.LES is not responsible for any lost or stolen packages.
  • Delivery costs are not included in the prices and will be charged in addition. The delivery costs will vary depending on the products that you have ordered and your delivery address. The delivery costs applicable to your order will be clearly displayed on the Website before you place your order (and are included in the "Total Cost" amount shown on the order summary page)

 

WHAT ARE THE DOMESTIC SHIPPING RATES?

All costs are included when ordering within Switzerland.

 

  • Domestic shipping is within Switzerland is sent via SWISS PRIORITY MAIL.
  • Small packages will be sent via letter.
  • PREMIUM PRIORITY SHIPPING Flat Rate CHF 10.00 | Delivery time 1-3 business days
  • FREE SHIPPING on orders over CHF 250.00  
  • *FOR A LIMITED TIME: NOW FREE PREMIUM SHIPPING IN ALL DOMESTIC ORDERS IN SWITZERLAND

WHAT ARE THE INTERNATIONAL SHIPPING RATES?

TO EUROPE

  • From Switzerland is sent via Swiss Post Priority (Flat Rate 15.00 CHF) or DHL Worldwide Express (Flat Rate 40.00 CHF).
  • We offer FREE SHIPPING on orders over 250CHF.
  • Delivery time in UK and EU is between 1-10 business days via SWISS POST and 1-3 business days via DHL DELIVERY.
 

TO NORTH AMERICA

  • From Switzerland is sent via Swiss Post Priority (Flat Rate 25.00 CHF) or DHL Worldwide Express (Flat Rate 40.00 CHF).
  • We offer FREE SHIPPING on orders over 550CHF.
  • Delivery time outside EU is between 3-15 business days via SWISS POST and 1-5 business days via DHL DELIVERY.
 

REST OF THE WORLD

  • From Switzerland is sent via DHL Worldwide Express (Flat Rate 50.00 CHF).
  • We offer FREE SHIPPING on orders over 550CHF.
  • Delivery time outside EU is between 3-15 business days via DHL DELIVERY.
 
Please note:
  • International orders DO NOT include import tax. Customers are responsible for any additional costs incurred with shipping internationally.
  • For orders with tracking: delivery may be delayed if not available for signature at time of delivery.

VAT & IMPORT COSTS

HOW MUCH DUTIES AND TAXES I WILL NEED TO PAY?

Taxes and duties are calculated according to your shipping destination. Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.

Whereas when a DDU (Delivery Duty Unpaid) destination is selected, the product prices displayed are exclusive of all taxes and duties, as well as UK VAT. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.

SPORT.LES orders ship from Switzerland and duties are included when ordering within Switzerland. When ordering from the rest of the world, import costs and VAT will be paid by the customer. SPORT.LES is no responsible for the additional costs. here will be no refund option for this charge on behalf of SPORT.LES.

 

OUR PRICING MODEL

  • Our pricing model is lower than the EU & UK sites due to the duties and VAT not included in our prices on the website. The VAT and duties are paid by the customer outside of Switzerland.

WHAT ABOUT VAT AND RETURNS ON THE INTERNET?

  • In case you bought goods online from within the European Union, you can claim back VAT from the supplier as part of the total price for returned items.
  • In case you bought goods from outside the European Union, if the goods were cleared by customs then VAT legislation does not allow you to get this VAT back.
  • You can claim back Customs duty if, at the time of release, the goods are defective or do not comply with the terms of the contract, provided that you return the goods to the seller. The request to invalidate the import declaration must be made within 3 months from the date of release of the goods.
  • Instead of returning the goods to the seller, the customs office can allow the goods to be placed under other regimes where you would get the repayment of the customs duty as long as you comply with a number of conditions.
  • Find more information here: https://ec.europa.eu/taxation_customs/individuals/buying-goods-services-online-personal-use/buying-goods/returns-internet-shopping_en

STILL HAVE ANY QUESTIONS?

Let us know sending an email at info@sportles.com

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