FREQUENTLY ASKED QUESTIONS

Here you will find answers to questions that people ask us on a regular basis. If you have a question your answer could just be a mouse click away.

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HOW CAN I ORDER WITH YOU?

To order from KICKZ all we need from you is:

- a valid e-mail address for order- und shipping confirmations we send out

- shipping and invoice addresses

- your preferred method of payment

You can protect this information with a personal password and of course you can change all your info including your password in the "My Account" section of our website.

IS THERE A MINIMUM ORDER VALUE?

Yes. The minimum order value is £30, but shipping to mainland UK is free.

WHERE DO I FIND MY CUSTOMER NUMBER?

You can find your customer number in the top right corner of the invoice we put in the package along with your order.

Please be advised that if you wire any money to us to use your E-Shop Number as reference. You can find that in top right corner of your invoice as well. It will also be sent to you via e-mail and it appears on the screen after the order process as well. It starts with K00 (K-ZERO-ZERO.)

WHAT IS MY ACCOUNT AND WHAT'S IT FOR?

Before you can place your first order you will be asked to provide an e-mail address and password. Among other things we need this to send you order- and shipping confirmations. With your E-Mail address and personal password, you have access to the My Account section of our website.

What can you do in the My Account section?

Change account info
Here you can change your name, invoice address, shipping address, phone number and password. (To change your password you just type in your new password and confirm by typing it again). Then click on continue.

Preferred method of payment
Here you can change your preferred method of payment for all your orders. You can also change your credit card info. Of course credit card info is only displayed by showing the last 4 digits of your card. When you order you only need to enter your card vaildation code (CVC) from the backside of your card.

Edit E-Mail subscription
Subscribe to our e-mail newsletter and select which topics you are interested in: Be advised: To unsubscribe from our newsletter please use the unsubscribe link in the footer at the bottom of the last newsletter you received.

Delete account
All customer data will be deleted from our e-shop database. If you like to order at a later time, you will have to reister a new account.

Order history
See all your previous orders listed in chronological order.

Wishlist Browse through all items you have put on your wishlist. If you like to buy them now, you can transfer them into your basket by clicking the into the basket button.

Buy voucher Here you can buy vouchers for our online shop. They are available as 25€ (£19,87), 50€ (£38,87), 75€ (£58,87), 100€ (£77,87), 150€ (£116,87) and 200€ (£154,87) vouchers. After your purchase you will get an e-mail containing a voucher code which is redeemable in our online shop.

Purchased vouchers An overview of all the vouchers you bought at KICKZ. If you have lost the e-mail containing your vouchercode, you can look up the code here.

HOW CAN I CHANGE MY ADDRESS?

Please login with your e-mail address and password or use your Facebook account.

Click on the My Account button and go to Change Account Info. You will notice that you can also change your password here. If you change your shipping address please be advised that your changes will take effect with your next order.

HOW DO I REGISTER FOR THE KICKZ NEWSLETTER?

After you have placed an order at KICKZ you will automatically get our weeky E-Mail newsletters.

To unsubscribe from our newsletter please use the unsubscribe link in the footer of the last newsletter you received.

WHICH ITEMS ON YOUR WEBSITE ARE DELIVERABLE?

On our website you can only see items, sizes and colorways we have in stock. Deliverability however can only be confirmed after your order is complete.

How does that happen? If the stock is really low like 1 or 2 pieces left, and many people order at the same time, it can happen that the item is sold out before our system can take it off the site. But this happens only rarely and we try to counter the situation with technical means as good we can.

WHEN DO YOU SHIP MY ORDER?

Depending on your preferred method of payment and destination of shipping, delivery can take up to 5 business days. Be advised that packages are being collected at our main warehouse by the parcel service every day at 5:00 pm, which means orders that come in after that will have to be shipped the next day (pickup again at 5:00 pm). That's one additional day.

As soon as your order has left our warehouse we will send you an e-mail with the shipping confirmation and the Tracking Link, so you can track where exactly your order is as it is being delivered to you.

I STILL HAVE BALANCE IN MY KICKZ ACCOUNT. HOW DO I USE IT?

You don't have to do anything. If you have any balance left on your KICKZ account it will be deducted from your order automatically. The method of payment you have chosen is how you may pay the difference, if your balance doesn't cover the total sum of your purchase.

HOW DO I REDEEM A VOUCHER?

During checkout, after choosing your preferred method of payment you can enter your voucher code in the designated field.

Click on Redeem Voucher and you can see how the voucher value was deducted from the total sum of your purchase. If there is still money left from your voucher it will be transferred onto your KICKZ account and will be set against your next order.

DO YOU HAVE A BIG CATALOGUE I CAN ORDER FROM?

No. We do not have a big catalogue. Our inventory is growing on a daily basis and no catalogue would be able to keep up with that. Also there are a lot of limited edition items we would not be able to put in the catalogue because they would be sold out before the catalogue even reaches you.

At KICKZ it's a simple rule: Buy it, when you see it. You hesitate, someone else will buy it and it's gone.

CAN I ADD SOMETHING TO MY ORDER?

If your order was not shipped yet, it could be possible. However because timing is crucial now, you best call our free customer service hotline at 0800 - 111 4505. They can tell you if it's possible to add something or if your order is already on the way.

WHICH METHODS OF PAYMENT DO YOU PROVIDE?

Wire Transfer: You wire us the money and we will send out your order when it arrives in our bank account. Delivery time: Approximately 2 to 5 days after we received payment.

PayPal: You can choose with PayPal if the money is being taken from your bank account or your credit card. Delivery time: Approximately 2 to 5 days after we received payment.

Credit Card: Delivery time: Approximately 2 to 5 days after card has been verified.

WHERE DO I WIRE THE MONEY?

Our bank info is:

Beneficiary: KICKZ AG
Bank: Commerzbank AG London Branch
Account Number: 30337190
Sort Code: 40-62-01
Iban: GB08 Coba 4062 0130 3371 90
Swift: cobagb2x

GBP payments accepted only!

Reference: (Your E-Shop Number)

In order to process your order as quickly as possible it is important you use the E-Shop Number (starts with K00 / K-ZERO-ZERO) as reference.

WHICH CREDIT CARDS ARE ACCEPTED?

We accept following credit cards:

- Visa
- MasterCard

Please be advised that in order to avoid credit card fraud we only accept cards that are either "Verified by Visa" or "MasterCard SecureCode".

WHAT DOES VERIFIED BY VISA MEAN?

Visa offers comprehensive fraud protection, but Verified by Visa goes even a step further, adding an extra layer of security at the point where you enter credit card information online. The service helps prevent unauthorized online use before it happens by confirming your identity with an additional password.

And this is how it works:

1. Activate the Verified by Visa feature
Enroll your credit or debit card in the Verified by Visa program now, on your participating card issuer's website or while shopping online.

2. Shop at participating online merchants
Visit online merchants that display the Verified by Visa symbol for an added layer of protection.

3. Enjoy enhanced security
Enjoy added peace of mind. Activate Verified by Visa on your Visa credit and debit cards.

Verified by Visa works with just about any computer that's connected to the Internet. There is no special software to install. Once you activate your card, you'll continue to shop as usual, and your Visa card number will be automatically recognized at checkout. Just enter your Verified by Visa password and complete the regular checkout process.

We understand that many people are reluctant to enter their credit card numbers in unfamiliar places online, but you can rest assured that your personal and payment card information is transmitted by Visa using a high level of encryption (SSL) and is stored on a secure server behind a firewall to protect against unauthorized access. Your Visa card issuer will have additional privacy and security policies. You can access them during the Verified by Visa activation process.

More info about Verified by Visa

WHAT DOES MasterCard SECURECODE MEAN?

MasterCard SecureCode is a service to enhance your existing MasterCard account. A private code means added protection against unauthorized use of your card when you shop at participating online retailers.

Once you've registered and created your own private SecureCode, you will be automatically prompted by your financial institution at checkout to provide your SecureCode each time you make a purchase with a participating online merchant. Your SecureCode is quickly confirmed by your financial institution and then your purchase is completed. Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

Watch a video on how to sign up for MasterCard SecureCode

More info about MasterCard SecureCode

HOW DO I REGISTER FOR VERFIED BY VISA OR MasterCard SECURECODE?

Registration for both authentication procedures are easy and quick. Here's how you do it.

Verified by Visa

MasterCard SecureCode

YOU SENT ME AN INVOICE BUT I HAVE ALREADY PAID. HAVEN'T YOU RECEIVED THE MONEY?

Wire transfers can take up to 4 business days. Your money was probably still on the way when we sent out the invoice. You can ignore the invoice.

TO WHICH COUNTRIES DO YOU DELIVER?

A list of all countries we deliver to (including shipping costs) can be found here.

WHAT ARE THE SHIPPING COSTS?

For orders within Germany, to Austria and United Kingdom shipping is free.

Shipping costs for all other countries can be found here.

WHICH PARCEL SERVICE DO YOU USE?

Depending on the destination we either use DHL or UPS. For further infomation about shipping costs please click here here. As soon as your order has left our warehouse we will send you an e-mail with a tracking link.

I HAVE RECEIVED AN E-MAIL SAYING AN ITEM IS ON BACKORDER. WHAT DOES THAT MEAN?

It means that at least one item you ordered is not in our main warehouse but in a field warehouse from which we have to ship it to our main warehouse first. As soon as the item has reached our main warehouse we will ship your order. Please allow approximately 2 to 3 additional shipping days. If an item can not be sent we will inform you via e-mail.

HOW DO I RETURN SOMETHING?

After you have received your order you have 14 days to return items to us.

This is how you do it:

1. Please log in your account on KICKZ.CO.UK using your e-mail address and password and click on the MY ACCOUNT button.

2. On the left hand side of the MY ACCOUNT section you will find a link to ORDER HISTORY.

3. Please move your mouse cursor over the order you like to return and click on PRINT RETURN LABEL.

4. Save the PDF and print it out. Cut out the return label at the markings and stick it on the returning Parcel.


In case you have forgotten your KICKZ password you can reset it in the login section and have the new one sent to you via e-mail. Please use the return label as described above for your return parcel. KINDLY DO NOT SEND ANY RETURNS WITHOUT THE RETURN LABEL. Please understand we have to charge you with the shipping costs if you do not use the return label as instructed.

WHAT DO I NEED THE RETURN FORM FOR?

The return form (backside of the invoice) is inside every package we send out. In case you like to return something, we need this filled out and send back to us along with the returned items. If you like to have a subsitute item please write the name of the article, the article number, size and color on the return form. If you'd rather have your money back, please provide us with your bank details. If you paid via credit card or PayPal your money will be returned in that way.

Please note that money returns take up to 14 business days.

WHEN DO I GET MY MONEY BACK?

After we received your returned items we will process your refund as quickly as possible. We will pay you your money back the same way as we have received it. Meaning if you have paid via credit card, we will wire it back to your credit card account. Same procedure if you paid via PayPal, you'll get it back on your PayPal account. Usually you should have your money back within 14 business days.

MY QUESTION IS NOT LISTED HERE. WHAT DO I DO?

Go to our contact page and click on the button that says that your question is not listed. A contact form will open and you can write your own question to our customer service center which will be answered within 24 hours.

Contact page