Questions & Answers
Tip: You can find many answers right here in our Questions & Answers.
You can reach us by email at:
service@finkid.de
We currently deliver within Germany and Austria.
Orders are only possible online – not by phone or email. You can order as a guest or create a customer account. Add the desired items to your shopping cart, click "Checkout," select your address and payment method, and you're done!
Please contact our customer service at service@finkid.de . As long as your order hasn't been dispatched yet, we can still cancel your order.
You can update your address in your customer account. If you need to change the address of an ongoing order, please contact our customer service at service@finkid.de.
Delivery times are typically 1 to 3 business days. International deliveries may take longer.
You should be informed by DHL about your shipping status. If you do not receive a DHL email after receiving the invoice, please contact service@finkid.de.
You can find all information about canceling your order here .
You can use the following payment methods easily and securely:
PayPal
Use your PayPal account during checkout and benefit from PayPal Buyer Protection as usual.
credit card
Within Germany, we accept Visa, MasterCard, and American Express credit cards. Other options may be available for international payments (e.g., Austria). A PayPal account is not required for credit card payments.
Purchase on account
We generally offer purchase on account with a payment term of 30 days. However, the payment service provider PayPal reserves the right to decide which customers will be shown this option. In addition, a successful credit check is required to complete the order.
A PayPal account is also not required for the purchase on account option. Ratepay is the payment service provider for secure purchase on account on behalf of PayPal. If you choose this option, you will receive a payment request from Ratepay via email immediately after your purchase, including all further information.
Of course, you will receive your invoice from us via email. However, the account number and reference for payment are not included on the invoice and can only be found in the email from Ratepay.
In the event of a return or partial return, you will receive another email from Ratepay with the adjusted payment information as soon as we have processed the return.
If you have any questions about your invoice, its payment or status, please contact Ratepay directly.
Direct debit
Pay as usual via SEPA direct debit by providing your bank and account details. A PayPal account is not required.
You will receive your invoice from us via email after your order has been handed over to DHL. If you ordered on account, you should have received an email from Ratepay with the payment information. Please also check your spam folder.
The payment service provider for secure purchase on account is Ratepay, acting on behalf of PayPal. If you choose this option, you will receive a payment request from Ratepay via email immediately after your purchase, including all further information.
Of course, you will receive your invoice from us via email. However, the account number and reference for payment are not included on the invoice and can only be found in the email from Ratepay.
In the event of a return or partial return, you will receive another email from Ratepay with the adjusted payment information as soon as we have processed the return.
If you return something from your order, you will receive a corrected invoice from Ratepay and any money already paid will be refunded via the selected payment method.
If you have any questions about your invoice, its payment or status, please contact Ratepay directly.
Depending on the amount being reminded, this could be due to shipping costs still to be paid, an incorrect transfer, or a return that hasn't yet been booked. If you're unsure about the reason for the reminder, please contact our customer service at service@finkid.de.
Depending on the amount being reminded, it could be due to shipping costs still outstanding, an incorrect transfer, or a return that hasn't yet been booked. If you're unsure why the reminder was sent, please contact our customer service at service@finkid.de .
We only ship free of charge within Germany for orders over €150.
Unfortunately, you will have to bear the costs already incurred for shipping your order yourself and will therefore not be reimbursed by us.
However, we will cover the shipping costs for the return shipment.
We generally offer purchase on account with a payment term of 30 days. However, the payment service provider PayPal reserves the right to determine which customers are shown this option. PayPal conducts a credit check in the background.
Sometimes switching from one browser to another helps. Otherwise, please contact us via email:
service@finkid.de.
As soon as your return has reached our warehouse according to your tracking number, the goods will be inspected, booked, and refunded by us. This process takes approximately 3-5 working days from receipt at the warehouse.
For orders within Germany (domestic) we charge shipping costs of 5.95 €.
For orders over €150, we ship free of charge within Germany.
For orders from Austria (abroad) we charge a flat shipping fee of €14.95 for all orders.
We ship exclusively with Deutsche Post DHL. Delivery times are typically 1 to 3 days. International shipping may vary.
We currently deliver within Germany and Austria.
If you notice the damage upon acceptance, you can refuse acceptance.
Alternatively, you can contact us with photos of your package ( service@finkid.de ).
Until we tell you what happens next, we ask you to keep the damaged package so that we can answer any questions DHL may have.
The orders will not be automatically combined, if you
If you would like to adjust your orders, please contact service@finkid.de .
Enter the word "Packstation" followed by the corresponding number in the address line and enter your DHL postal number in the address extension field. Once you select the "Packstation" option for the delivery address, the address form will be automatically adjusted.
You are welcome to let us know ( service@finkid.de ) whether you would like your money back or whether we should send the package again.
We ship exclusively with Deutsche Post DHL.
Please contact our customer service ( service@finkid.de ), we will check whether the item was no longer available or whether it was a faulty delivery.
You can find the store finder here .
You can find the size charts here .
You can find our features here .
Returns are free within Germany. Return shipping costs from Austria are borne by the buyer.
For this purpose, a DHL return label can be created in the customer account under the respective order. Our service team will also be happy to issue a return slip for guest orders.
You can return products to us within 14 days. Please ensure that they are in their original condition, unworn and
are unwashed.
Choose
On the return form enclosed with the shipment, select the items you
Please let us know why you would like to return it. Your feedback is very important to us because we want to continue to improve.
Pack everything together
Pack the items and the return label in the shipping box. This box has an additional adhesive strip for easy sealing. Stick the return label clearly over the old shipping label on the package.
Create a DHL return label
Create a return slip using the following link: Go to the DHL Portal
Simply print out the label and attach it. Alternatively, you can have the shipping label created by a DHL partner or Packstation without the need for a printer and using a QR code.
Send it back to us
We'll cover the shipping costs for your returns. Simply bring the package, ready for shipment, to a DHL partner or DHL Packstation near you.
You can also return several orders together, but you should
Please enclose the corresponding return slip with the package to enable appropriate allocation when recording returns.
A direct exchange is unfortunately
not possible, please order the correct size again in our shop.
We will refund returned items immediately after receipt in our
Central warehouse.
Once the return is completed, you will receive a corrected invoice by email.
It signals to you that we have credited and refunded the amount.
Please contact our customer service at service@finkid.de and we will work with you to find a solution.
Returns can only be sent using the DHL return label, as this is the only way they can be assigned to the correct location.
You will be refunded via the same payment method you used to pay for the goods.
We only ship free of charge for orders over €150.
The costs already incurred for shipping your order must
Unfortunately, these costs have to be borne by the customer and will therefore not be reimbursed by us.
However, we covered the shipping costs for the return.
Please contact our customer service at service@finkid.de
We can send you the relevant data necessary to ship the goods to
to be clearly assigned to the returns department.
If you want to avoid returns, use our size chart directly on the product – or click on the link for size advice .
An exchange occurs when products do not fit or do not suit you, for example.
Unfortunately, a direct exchange is not possible. Please reorder the correct size from our shop. We will refund the returned item immediately upon receipt at our central warehouse.
Unfortunately, a previously used discount code cannot be used for a size exchange after a return. Therefore, please contact our customer service ( service@finkid.de ), who will issue you a new code for an exchange.
Please contact us directly at service@finkid.de.
Enter the voucher code at checkout and receive your discount.
Enter your discount code at checkout and receive your discount.
Once your invoice/credit note has been issued, your voucher code will be updated with the corresponding amount. If you have any further questions, please contact our customer service ( service@finkid.de ).
If you have your finkid item in
If you have purchased an item from our online shop, please send an email to service@finkid.de with relevant photos and your customer number, the corresponding order number or invoice number, so that we can assign the item to a process in our system.
If you order your finkid item from
from a retailer, please contact them directly with your receipt.
The dealer / seller is in
In this case, the company is responsible for the regulation and then handles the complaint.
Please contact us with your proof of purchase
directly to the dealer.
The dealer / seller is in
In this case, the company is responsible for the regulation and then takes over the processing of the
Complaint.
Unfortunately, we don't offer a general repair service, but depending on when and where you purchased the item, it may be possible to process it as a return. However, for individual repair requests, we're happy to receive your details and review them on a case-by-case basis to best assist you.
The easiest option is usually a wash-in waterproofing treatment. It can be easily integrated into the wash cycle and offers reliable protection.
In such a case we generally recommend a textile adhesive tape (e.g. from MC Nett), which is transparent
and seals the defective area again and prevents it from getting bigger.
You can also take the garment to a local tailor, who would sew on a patch. While this would be practical, it would have the disadvantage that the seam would not be sealed, compromising the waterproofness at that point.
However, there are several tailors that specialize in repairing outdoor textiles. One such company is http://www.outdoor-service.com . They can reseal the item to fully restore its water resistance.
As a “first aid” alternative, holes and cracks can be repaired with self-adhesive
Tent patches. These patches are simply cut and applied to the
These hold quite well and usually even survive some
Washes in the washing machine. These are available in a wide range of colors in the
Outdoor specialist shop or online, for example at Globetrotter.
When logging in, select “Forgot password,” enter your email address, and click “Reset password” in the email you receive to set a new password.
Simply enter your new address during checkout.
In this case, please contact service@finkid.de .
Production locations:
We produce our goods in Germany, Türkiye, China, Bangladesh and Vietnam, depending on technical requirements and
Edition. We work with independent suppliers and use
on long-term partnerships and intensive personal contact.
When selecting a production facility, quality is the primary consideration. We also ensure short transport routes between
Fabric and ingredient suppliers and factories to enable faster and better collaboration.
Production conditions:
Compliance with humane production conditions is particularly important to us, which is why our suppliers commit to a code of conduct. This code is based on the requirements of the International Labour Organization (ILO). These requirements include, among other things, working time limits, minimum wages, workplace safety, and the prohibition of child labor. Our employees regularly visit the factories during production to ensure compliance with our prescribed working conditions.
and check quality standards.
You can find out everything about the materials we use here .
We have our manufacturer certify compliance with animal welfare and material origin through a contract ("compliance with animal welfare and material's origin"). Specifically, for the wool, this means that the animals must not be harmed during husbandry and shearing. Furthermore, the wool is mulesing-free, and we do not work with farms that practice this practice.
Our suppliers are committed to complying with the Oeko-Tex Standard 100, which includes testing for legally prohibited and legally regulated substances as well as known
contains chemicals that are harmful to health.
The requirements significantly exceed existing national laws. We also regularly test our materials and products. Since the use of the Oeko-Tex Standard 100 label is only permitted if we have the finished products retested (although all materials and ingredients used already meet and are tested to Oeko-Tex Standard 100), and this is very costly, we do not label the finished products. The relatively small production runs of finkid products do not justify this.
Yes, our leather shoes are chrome-free tanned.
We only use materials that have been tested and certified by the Leather Working Group. This ensures that our
Products meet the highest environmental and quality standards.
The Leather Working Group (LWG) is a global organization that
promotes sustainable and responsible leather production. It develops and enforces audit standards to assess and monitor leather producers in terms of environmental management, social responsibility and chemical safety.
certify.
