FAQ

Ordering at 2XU is super easy:

1. Fill shopping cart

Select your desired items and place them in the appropriate size or color in your shopping cart without obligation. Top right in the store you always have an overview of how many items you already have in the cart and what value they have in total. If you click on the shopping cart icon, you will get to your personal shopping cart, which you can edit there.

2. Checkout

You do not want to add more items to your shopping cart? Then you can now begin with the checkout.

For an overview of all payment options, click on "Continue to Checkout". In this case, please continue reading at point 3.

For payment with PayPal, you can click on "Check out with Paypal" in the shopping cart and start the payment process via PayPal. Our store will automatically redirect you to the PayPal login. After payment, you will return to the store.

3. Step 1: Personal data

In the next step, you enter your billing address. If the delivery address is different, you can also enter it here. If everything is correct, click on the "Continue to Step 2" button.

4. Step 2: Payment method

We ask the following payment methods:

For orders from Germany:

PayPal / PayPal CheckoutCredit card (Stripe)SOFORT (Stripe)Giropay (Stripe)

For orders from all other countries of the EU:

PayPal / PayPal CheckoutCredit card (Stripe)SOFORT (Stripe)Giropay (Stripe)Bancontact (Stripe) (Belgium)ideal (Stripe) (Netherlands)

5. Step 3: Order overview

In the next step you get again a detailed overview of your order. Press the button "Order now with costs" to send your order bindingly to us.

6. Delivery

If no other deadline is specified for the individual items, the delivery of the goods in Germany (Germany) within 1-3 business days, for foreign deliveries within 2-7 business days after the conclusion of the contract (for agreed prepayment after the date of your payment instruction).
Please note that on Sundays and holidays no delivery is made.
If you have ordered items with different delivery times, we send the goods in a joint shipment, unless we have made other agreements with you. The delivery time is determined in this case after the article with the longest delivery time you have ordered

Unfortunately, we can not accept orders by phone. But you can order easily and quickly via our online store.

No, you do not need to create a customer account to shop with us online.
However, we do offer you the option of creating an account so that you can keep track of your orders and so that you do not have to re-enter your address information for every order.

There is no minimum order value at 2XU. However, you get your order from an order value of only 30 € within Germany free shipping.

In principle, we do not have a maximum limit for orders. The maximum amount that can be ordered depends on the selected payment provider.

We can not guarantee this, because an order is prepared directly for shipment after a short processing. For a cancellation, please call our customer service as soon as possible.

After receiving a shipping confirmation, a cancellation of your order is unfortunately no longer possible.

A change of your shipping address after submitting your order can no longer be guaranteed by us. Immediately after receipt of your order, your order will be shipped.

Please call our customer service as soon as possible to change your shipping address.

If you have already received a shipping confirmation, a change of shipping address is unfortunately no longer possible.

You can find more information here: Shipping Policy

Once you have clicked on the "Buy now" button in the checkout area, your order is bindingly completed. Shortly thereafter, you will also receive an order confirmation to your specified e-mail address. At the same time, your order is received by us and will be processed as soon as possible by us and released for shipment.

After successful completion of the order you will automatically receive an order confirmation by e-mail. In the order confirmation you will find an overview with all the details of your order.

Of course you can also order from your tablet or smartphone. The presentation of our online store has been specially optimized for mobile devices.

You can find more information here: Shipping Policy

You will receive an invoice as an email once your order has been shipped from us.

During the checkout process, you have the option to customize your billing address independently of the shipping address.

The VAT will be shown separately in the shopping cart as well as on the invoice.

When buying by purchase on account (PayPal) you pay your order only after receipt of the goods. The payment information will be sent to you automatically by e-mail after shipment of the goods.

If you pay by purchase on account, Sofortüberweisung or credit card), you will automatically receive a confirmation by e-mail as soon as your payment is received.
When paying with PayPal, you will receive a confirmation from PayPal as an e-mail that your payment has been received by us.

We accept credit card payment with Visa, Mastercard and American Express. To pay with your credit card, you need your credit card number, as well as the end of card validity and the verification number (CVC) of your credit card.

Only upon shipment will your credit card be charged for the total amount of your order.

First check whether you have entered the 3-digit verification number (CVC), the expiration date of your credit card, and your card number correctly.

It is also possible that the credit card issuer rejects your payment. Unfortunately, we can not give you any further information. In this case, please contact your bank directly.

You can find the 3-digit security code (CVC) on the back of your credit card.

SEPA stands for Single Euro Payments Area. This is the name of the new uniform regulation for national and European payment transactions.

The IBAN (International Bank Account Number) is a number that will in future replace all national account details (in Germany, account number and bank code).

The BIC (Business Identifier Code) is an internationally standardized bank code (comparable with the bank code in Germany) that uniquely identifies payment service providers worldwide.

PayPal is an online payment service that allows you to pay online securely, easily and quickly at our store.

If you don't have a PayPal account yet, you can here safely and quickly create one.

In the lower area of your shopping cart you will find a text field for your coupon code. After entering the code, you only have to click on "Apply voucher". The value of your voucher will now be automatically offset against your order.

Unfortunately, this is not possible.

If your voucher code does not work, please check it again for upper and lower case or contact our customer service.

Vouchers can generally not be paid out in cash.

You can find more information here: Shipping Policy

You can find more information here: Shipping Policy

You can find more information here: Shipping Policy

We ship all orders with our shipping partner DHL.

Delivery to a DHL Packstation is possible. You can select in the ordering process whether your order should be sent to a delivery address or a Packstation.

You are welcome to have your order delivered to an address that differs from your billing address, e.g. to your workplace.
In the order process, you have the option to enter your delivery address that differs from the billing address.

As soon as your order has been shipped, you will receive a shipping confirmation by email. In this email you will also find the DHL shipment number, with which you can track your shipment here.

A change of your shipping address, after submitting your order, can no longer be guaranteed by us. Immediately after receipt of your order, your order will be shipped.
Please call our Customer Service as soon as possible, to change your shipping address.
If you have already received a shipping confirmation, a change of shipping address is unfortunately no longer possible.

Your order will be shipped safely and well packed. If it should happen that you receive a damaged item, please contact our Customer Service directly.
You will also find the contact details on the delivery bill enclosed with the order. We will then immediately initiate the replacement of the damaged item.

You can find more information here: Refund Policy

Send your return, in a box suitable for shipping. We recommend you to use the shipping material again, in which we have sent you your order.
Please do not forget to attach your completed return form to the return.

Unfortunately, this is not possible. If you want a different item or a different color or size of your returned item, we ask you to order again.

Your order will be shipped safely and well packed. If it should happen that you receive a damaged item, please contact our Customer Service directly.
You will also find the contact details on the delivery bill enclosed with the order. We will then immediately initiate the replacement of the damaged item.

You can exercise your right of withdrawal within 14 days after you have taken possession of the order and return goods without reason.

You can find all information on the right of withdrawal here.

Your return will be credited as soon as it has been delivered to us and checked by us.

The credit is always on the way that you have specified as a payment method.
If you pay by credit card, we will refund the amount to your credit card.
If you pay with PayPal, the credit will be credited to your PayPal account.
For delivery on account: you simply reduce the invoice amount by the amount of the returned item (including VAT) and transfer the remaining amount to the specified account.
If you have already transferred the full invoice amount, then we will refund the corresponding amount of the returned items to your account.

Since all returns are processed immediately, we do not require confirmation and take care of the refund immediately.

Since you bear the cost of the return itself, the choice of a shipping company is up to you. For your own safety and control, we recommend insured shipping with tracking number.

You can find more information here: Refund Policy

Unser Newsletter informiert dich regelmäßig über aktuelle Aktionen in unserem Onlineshop. Wenn du dich für unseren kostenlosen Newsletter anmeldest, erhältst du exklusive Informationen über:

New articles and collections

Vouchers and promotions

SALES

You can easily sign up for our newsletter here:

Subscribe to our newsletter

After you have clicked on the button "Subscribe now", you will receive an email with a confirmation link. After clicking on the link, your registration is successfully completed.

Please check if our newsletter has ended up in your email spam folder by mistake. If not, we would like to ask you to sign up again here. Subscribe to newsletter

You will be kept up to date maximum 1 times a week in the form of an e-mail newsletter about current promotions, sales, new collection and other news around 2XU
We attach great importance to an interesting and informative newsletter and therefore deliberately refrain from sending newsletters in bulk.

Inform our Customer Service in a short email that you no longer wish to receive our newsletter. We will remove you from our mailing list as soon as possible and you will no longer receive our newsletter.

Of course, you can subscribe to our newsletter again at any time.

You have several options that you should try in order:

Try to reload the page in your browser

Restart your browser

Clear the cache of your browser

If the above points have not solved your problem, please contact our Customer Service.

Our online store is optimized for all major internet browsers.

Our online store automatically adjusts to your screen resolution.

A cookie is text information that the visited website places on the viewer's computer through the web browser. The cookie is either sent to the browser by the web server or generated by a script in the website.
The cookie settings on this website are set to "Allow Cookies" to provide the best browsing experience. If you use this website without changing the cookie settings or click "Accept", you agree to this.

The procedure for enabling cookies varies depending on the browser:

Google Chrome

Open the browser menu and call up the "Settings". Under the heading "Privacy" click on the button "Content Settings" 2. Then under "Cookies" activate the setting "Allow local data storage" (recommended). Close the window and reload the page.

Mozilla Firefox

Open the browser menu ("Firefox" button) and select "Settings". Go to the "Privacy" section. Set the drop-down list next to "Firefox will create a history:" to "created according to custom settings". Check "Accept cookies" to allow cookies and select the options "Keep until:" and "They are no longer valid". Click "OK" to close the "Preferences" window, and then reload the page.

Apple Safari

Open the browser menu (cogwheel) and select "Preferences...". Go to the "Privacy" section and select the "Never" setting under "Block cookies:". Close the window and reload the page.

Internet Explorer 9-11

Open the browser menu (gear) and access "Internet Options". Click on the "Privacy" tab, then under Settings, move the slider down to allow all cookies. Click "OK" to close the "Settings" window, and then reload the page.

Of course, you can order at any time, from your tablet or smartphone. Simply visit our store www.2xu.de from your mobile internet browser. The presentation of the website has been specially optimized for mobile devices.

We currently do not offer an app for Apple and Android smartphones.

The best way to reach us is here, via our Customer Service.

We are always happy to receive suggestions and feedback from our customers. Please simply contact our Customer Service.