FAQ

Do you need help? Here you can find quick answers to the most common questions.

Tip: Use the shortcut STRG+F (Windows) or CMD+F (Mac OS) to search for specific words on this page.

PRODUCTS
Are the products at UNBRK FITNESS authentic?
Yes, 100%. All products on our website and in our stores are absolutely authentic. We get our products directly from the brands and can therefore completely exclude fakes.

Are the products, that are available online, actually in stock?
Yes, all the products presented on the website are actually in stock. In the very unlikely event that you order an item that is already out of stock, you will immediately receive a notification from our customer service and the purchase price will be refunded.

Can I reserve or pre-order a release item?
No. We want to give all customers the same chance to purchase a release item. Such releases are often Raffles. For all information regarding raffles, please scroll down.

Will a certain item be available in the future?
Via our Social Media channels and the upcoming section, you can always stay up-to-date on which items will be available soon.

ORDERS
Do I need an UNBRK FITNESS account to order something?
No, you can also place an order as a guest. Just select the appropriate option in the order process.

Was my order successful?
Once you have placed your order, you will receive a confirmation to the email address you have provided. Please also check your spam folder. If you do not find confirmation there, please contact us directly via customerservice@unbrk-fitness.com.

Where can I find information about sizes and fit?
On the product page, you will find a size chart under "Size Guide", where you can easily find out your correct size.

How can I cancel my order?
If you place an order by mistake or change your mind, we can cancel the order as long as it has not been processed by our shipping department. To cancel your order, please contact us by email at customerservice@unbrk-fitness.com or here. Here you can find the conditions of your withdrawal right.

Can I add items to my order or change my order?
If you want to add something to your order or change your order in general, please contact our customer service. If your order has not yet been processed by our shipping department, we will be happy to accommodate your request.

Can you re-order already sold-out items and sizes?
No, unfortunately, this is not possible. In rare cases, there are restocks of articles.

Can I exchange items that I bought online in the store?
Unfortunately no. We're exclusively an online store.

I just missed the return deadline, can I still send my package back to you?
Please contact customer service.

My package could not be delivered and will be returned to you. How do I proceed?
In this case, please check the shipment history using your tracking number in your account and the correctness of your delivery address in your order confirmation. Then contact our customer service if you want us to resend your order and if so, please include your corrected shipping address. Then we can send your order to you again.

PAYMENT
Which payment methods does UNBRK FITNESS accept?
You can pay by PayPal, credit card, Shop Pay, Apple Pay, ATM* or MBWay*. The only exception is Raffles, here you can only pay via PayPal. The purchase on account (invoice) is unfortunately not possible.
*Payment service only available in Portugal.

Is it secure to shop at UNBRK FITNESS?
Yes, shopping with us is absolutely secure. Our online shop suits the quality criteria of Trusted Shops.

SHIPPING & DELIVERY
What are the delivery costs?
Within Portugal and Spain, delivery is free for orders with a value of 50,00 €. For orders with a value below 49,99 €, the shipping costs within Portugal and Spain are 7,00 €. A complete overview of all shipping costs for each country and region can be found here.

What is the delivery time for my order?
We do our best to ship your items as soon as possible. If the order is placed before 02:00 PM, it will USUALLY be shipped on the same day (workday). If the order was paid in advance, it will be shipped on the day we receive the money. The delivery time within Portugal and Spain is 1 - 3 working days (Monday - Friday). Deliveries may be delayed due to public holidays. An overview of all delivery times of the respective countries and regions can be found here.

How can I track my order?
Once we have shipped your parcel, you will receive a tracking link from our logistics partner. To track your order, simply follow the steps described there.

How can I view the status of my order?
Simply log in to your user account with your username. Under My Account > Overview you can see the details of your last order. The status of your order means the following: 

Which shipping service provider will deliver my package?
Within Portugal and Spain, packages are delivered with Correos Express ( Portugal Island are delivered with CTT Express). In the rest of the EU (and Great Britain) parcels are delivered with CTT Express. International shipping outside the EU is either with DHL or FedEx.

How can I change my delivery address?
If you have made a mistake when placing your order, if you want to change your payment or shipping method, or if you want to change your shipping address, you can do so until it has been processed by our shipping department. The best way to do this is to send an e-mail to our customer service. Adding items to an already placed order may delay processing. After processing, you will receive an updated order confirmation/invoice by email. If you created a customer account when you placed your order, you can view the current status there.

Does UNBRK FITNESS deliver to my country?
Usually, we deliver to all european union countries. You can found more about the countries that we ship here.

As soon as we can ship to new countries, we will do so immediately. Until then, we kindly ask for your understanding.

Are returns free of charge?
We cover the direct costs of a return delivery within Portugal and Spain for a product value of 50,00 EUR and over. Orders from other countries must be returned at your own expense. You can find more information about returns here.

What can I do if the ordered item is damaged or missing?
Faulty items and poor quality are generally not pleasant topics, especially if the beloved sneakers are defective or the only training shorts has defect just before the a competition. Therefore, we always recommend clarifying a complaint with us in advance and we promise to work out an acceptable solution together. Please contact us via e-mail. Please keep in mind that normal wear and tear does not have to be a defect and that it can happen that articles with heavy use do not survive the legal warranty period. More information about complaints can be found here.