Help Center

Contact us:

e-mail: [email protected]
telephone number: +48 61 610 31 44

Working hours:

Monday - Friday: 8 A.M. - 4 P.M.

See Frequently Asked Questions:

How can I receive a VAT invoice? >
How can I cancel my order? >
How can I make changes to my order? >
I can’t see my order in the customer panel. >
I received an incorrect product/my parcel missed a product, how should I proceed? >

Search for answers by category:

‣ How can I receive a VAT invoice?

In the last step of placing an order; "Review & payment" tick the option "I want a VAT invoice" and then complete the company details in the form.

‣ How can I cancel my order?

In order to cancel an order, contact our customer service as soon as possible. Cancellation is possible until the order has been dispatched.

‣ How can I make changes to my order?

If you wish to make changes to your order, e.g. remove a selected product from the order, contact us as soon as possible. If the order is being processed or it has been already dispatched, it’s impossible to change it. It’s also impossible to change the size/colour of an ordered product. In this situation, we encourage you to place a new order on our website.

‣ Is it possible to place an order via telephone or e-mail?

It’s impossible to order via telephone or e-mail. We only accept orders placed on our website www.sportofino.com.

‣ How can I check the status of my order?

The status of the order can be checked after logging in to your account under “Orders”. If you don’t have an account, contact us.

‣ I can’t see my order in the customer panel.

A missing order in your customer panel may indicate that you placed an order as a non-logged-in customer or that you only logged in or created an account after you placed your order. Please contact us to assign the order to your account.

‣ Can we send a couple of orders in one parcel?

It’s impossible because every purchase is processed separately according to the order in which it was registered in the system

‣ I received an incorrect product/my parcel missed a product, how should I proceed?

We are very sorry for the inconvenience. Contact us for clarification and next steps.

‣ The parcel that I received is damaged, how should I proceed?

If you received a damaged parcel, draw up a damage report with the courier (you can do this within 7 calendar days) and then contact us. We will inform you of the next step.

‣ What are the available payment methods?

PayPal payment:
When you select this payment method, the system will direct you to the PayPal account login page.
credit card:
Once you have selected this payment method, complete the card details on the form, i.e. card number, expiry date and CVV security code.

‣ What are the available delivery methods?

You can choose from two shipping companies: DHL and GLS.

‣ What is the delivery time?

The delivery time to European Union countries can be found here.

‣ What is the cost of delivery?

The delivery cost to European Union countries can be found here.

‣ Can I change the delivery address?

Yes, you can change the delivery address until the order has been dispatched. In order to do this, contact us, please.

‣ Can I delay the dispatch of my order?

Yes, it is possible to delay the delivery of your order by maximum 3 days. To do so, please post a comment when placing your order or contact us.

‣ Is it possible to choose express delivery?

No, we don’t offer express delivery.

‣ How can I return my order?

Free delivery is available for registered users:
If you have an account in our store, you have access to free returns. Contact us in order to organize a GLS courier’s pick up of your parcel. Put the filled in return form inside the parcel.
Return to our warehouse:
If you don’t have an account, send the product at your own expense to one of the addresses available here.

Attach a completed return form to the parcel. We do not accept parcels sent back to us cash on delivery.

‣ Is the return free of charge?

We offer free returns for registered users. If you have an account in our store, contact us and we will organize a courier’s pickup for you.

‣ How much time do I have to return an item?

The purchased product can be returned within 30 days of receipt of the delivery.

‣ When will I receive the refund?

You will receive a refund within 7-14 days after the shipment arrives at our central warehouse.

‣ How will I receive the refund?

Your refund will be credited to the payment method you used when purchasing the returned items.

‣ What should I do if the courier didn’t arrive to collect the parcel?

‣ Can I exchange the product that I purchased?

We don’t offer the possibility of exchanging the purchased product. If the item doesn’t meet your expectations, place a new order on our website.

‣ How do I pack the returned product?

Pack the returned product in a carton. You can use the package that you received from us, but remember to remove the old label.

‣ What documents should I include with the returned product?

Include the completed return form to the package.

‣ How can I check the status of my return?

If you want to check the status of your return, contact us.

‣ How much time do I have to file a complaint?

Each product comes with a two-year warranty, both at regular and discounted prices.

‣ What types of damage cannot be claimed?

mechanical damages
use other than for its intended purpose
improper maintenance of the product
customer’s attempt to repair the product
natural product wear
failure to follow washing/pressing/drying instructions, etc.

‣ In what time will the complaint be handled?

The complaint will be processed within 14 working days.

‣ What documents do I need to send back together with the reclaimed products?

The reclamation form for clothes is available here:

The reclamation form for shoes is available here:

Print the chosen form, fill it in and send it together with the reclaimed product.

‣ Can I use a couple of discount codes at the same time?

Discount codes cannot be combined. You can use only one discount code in one order.

‣ What do I do when my discount code doesn’t work?

A discount code may not work for several reasons:

a customer has to be logged in,
it’s necessary to clear cookies,
the code expired,
the code doesn’t work on some products/brands,
the code was already used,
the code is incorrectly entered (e.g. contains a space).

If the error still occurs, contact us and provide us with the discount code that doesn’t work.

‣ If I return a product, will I get back the code used in my order?

It depends on the type of the code:

the 5% S’portofino Club (CLUB) code can be used many times
promotion code: if the promotion still lasts, you can use the code again. If the promotional action has ended, the code is invalid and you cannot use it again.
personalized codes (obtained by e-mails or in a parcel) can be used only once.

‣ I am a regular customer, do I get an additional discount?

Registered customers (S'portofino Club members) always have access to 5% discount on new arrivals and full price products. In order to use the discount, set up a free account and type “CLUB” in the field “discount code” when placing the order.

‣ How can I set up an account in the store?

Cick the “S'Club" button in the lower right corner. It will take you to the website with a registration form.

‣ What are the benefits for S'portofino Club members?

S'portofino Club members have a lot of benefits:

one-time 10% discount code on the first purchase (personalized discount code will be received by an e-mail after registration);
5% discount code on all full price products (after logging in and activating the “CLUB” code);
free returns;
early access to promotions and premiere collections.

‣ Is joining S'portofino Club and membership free of charge?

Yes. You will not incur any fees as a result of joining our S'portofino Club loyalty club. The terms and conditions of the loyalty programme are available here.

‣ I have a problem with logging in to my account.

First make sure that the login details you enter are correct, i.e. your e-mail address and password. If you have forgotten your password and would like to regain access to your account, click on "Forgot your password?" and you will receive a link to reset your password to the email address provided. Also check your SPAM folder. If the password reset link does not arrive, please contact us.