FAQ
Help center
Frequently Asked Questions
Your Questions, Our Answers
Payment & Returns
What payment methods are available?
Payment can generally be made via PayPal, credit card or Klarna. For credit card payments, you can use the following cards: Visa/Mastercard.
Please note that cash on delivery is not available.
Can I exchange a product?
Unfortunately, the system does not allow for a direct size exchange. Once we have received your return, we will refund the original purchase price. In the meantime, you are welcome to order your preferred size.
Are there any return charges when returning an item?
Returns from Germany are free of charge.
Within the EU, returns cost €5.00 and outside the EU €10.00.
Returns will only be accepted via the official returns portal.
How long is the return period?
You can return your item within 14 days of receiving the parcel, provided the following conditions are met:
1) The items must be in their original condition with no signs of wear.
2) The label must not have been removed.
3) The items must be in their original packaging.
Once the entire returns process has been completed, the amount will be refunded to your original payment method within 14 working days.
*Please note: if your return does not comply with our returns policy, we will inform you by email and return the goods to you.
Orders
How do I arrange a return?
To obtain a returns label, you must first register your return via our returns portal. You can use this link: sailfish GmbH Returns (returnsportal.online).
There, you will be able to download the label or obtain it as a QR code. Unfortunately, the system does not allow for a direct size exchange.
To exchange for a different size, please feel free to reorder the desired product.
The amount of your original order will be refunded.
I’m torn between two sizes when it comes to a wetsuit. Which one should I go for?
Wetsuits for swimming should fit as snugly as possible. This ensures maximum flexibility and an optimal fit. When choosing a size, weight is a far more important factor than body height.
So if you’re between two sizes, we’d recommend going for the smaller one. It usually fits much better.
How soon will my order be dispatched after I place it?
We dispatch your order as soon as we receive it. This means that if your order is received by us before 10.00 am on a working day, we will usually dispatch it on the same day. Otherwise, it will be dispatched the following day.
Products and Complaints
Can you repair my Wetsuit?
In principle, we offer repairs for wetsuits. However, there are a few things to bear in mind.
- The wetsuit must have been purchased directly from us or from one of our retailers. If the latter is the case, we would ask you to clarify the matter directly with the retailer first. They will then get in touch with us.
- For us to cover the repair costs, your wetsuit must have been purchased no more than two years ago. If this is the case, please feel free to contact us and we will work together to find a solution.
- The damage in question must be due to a material defect or be covered by the warranty.
- To process your claim, please send us an email including photos and a description of the defects.
Can I try on your wetsuits before buying them?
Yes, that’s possible. You’re welcome to book an appointment at our Factory Store in Pfungstadt and try out our wetsuits in the counter-current pool. If that’s too far for you to travel, we also offer trial swims near you as part of the sailfish Swim Tour. Visit the website and secure your tickets.