Questions & Answers
How to create an account?
To create an account, go to the My Account section in the upper right corner, then, after expanding the list, select Create an account. Then, in the form, we will ask you to provide your name and login details: e-mail address and password.
The second option to create an account is to log in using Google or Facebook. We will use your data to quickly set up an account in the Sportano store (we will not publish anything on the account that was used to log in).
I have forgotten my login password - what should I do?
If you do not remember your login password, you can use the reset option by clicking here. In the form, you will be asked to provide the e-mail address from which the account was created. After a while, a message with a link to reset your password should appear in your inbox. After clicking on the link you will have the option to change your password to a new one.
Sometimes, these types of messages with a reset link end up in spam. Be sure to check this folder if nothing has landed in your primary inbox. If you have not received an e-mail from us with information about changing your password, please contact the Customer Service Department: [email protected].
How can I change the details on my account?
All information that you have entered in your user account can be changed on an ongoing basis. Log in to your account by selecting My Account->Login in the upper right corner or by clicking here.
In the My Account panel, you can change your basic data: name, surname, billing details and shipping address, as well as set a new login password.
How do I delete my account?
If you want to delete your account in the Sportano.com store, please contact the Customer Service Department: [email protected].
How to place an order?
If you need step-by-step instructions on how to place an order in the Sportano store, go to our How to order section where you will find all the necessary information.
How to use a discount code?
If you want to use a discount code in the Sportano store, you must be a logged in user. Add products to your cart, then click Proceed to Checkout. In the order summary on the right, below the amount to be paid, you will find the option I have a discount code. When you click on it, a window will pop up where you can paste the discount code. The orange arrow next to it activates the discount code. When you press it, the amount in the order summary should be reduced.
The discount code cannot be combined with other promotions (it does not activate discounts on discounted products).
Why can't I add a product to the shopping cart?
In order to correctly place the product in the basket, select its size from the list (this also applies to the "OS" designation, which refers to products in one size).
What is the delivery time for an order?
Orders in the Sportano store are shipped within 48 hours on business days from the moment the payment is credited. During this time, orders are prepared for shipment and handed over to the courier for delivery.
The courier company will inform you by e-mail and/or telephone about the estimated delivery date. You can easily locate your shipment and track its route. Here you will find all information about tracking your shipment.
What are the methods of delivery?
You can find information about the delivery options and costs in the Sportano store by clicking here.
Can I receive an invoice?
An electronic invoice is attached to every order in the Sportano store. We send it as an attachment in the order confirmation e-mail.
Logged in users have the option to download an invoice from their user account. To do this, log in to your account, go to the Orders tab and then click on the Invoices field.
An electronic invoice is not the same as a VAT invoice (see question below).
Can I receive a VAT invoice?
If the order is placed for a company, enter all the necessary data (VAT EU, company name, etc.) in the third step of placing the order (Invoice and payment) and click the Save address button. When finalizing the order, it is additionally necessary to verify that the company's details match.
Can I place an order by phone or e-mail?
No, orders should be placed via the Sportano.com website. Click here and find out how to place an order step by step.
How can I track the shipment?
Information on how to track your shipment can be found here.
Can I change the delivery address?
If you want to change the delivery address, please contact the Customer Service Department.
After submitting the order to the courier company, the delivery address can be changed via the carrier's website.
What should I do if PayU payment fails?
If for any reason the payment via PayU fails, a link to retry the payment should be sent to the e-mail address within half an hour. If you do not receive the link or if there are further difficulties with making the payment, please contact the Customer Service Department.
Is international shipping available?
Orders from the Sportano.com shop are fulfilled within Europe.
How and at what stage can I edit an order?
You can edit your order before submitting it for execution. At this stage, you can change: the address and delivery method, shipping/invoice details and the content of the order. For this purpose, please contact the Customer Service Office: [email protected].
How can I cancel an order?
You can cancel your order before it is processed. For this purpose, please contact the Customer Service Office: [email protected].
Why has my order been cancelled?
Cancellation of an order may result from, among others: problems with payment (the order has not been paid for by you) or product availability. In the case of payment via PayU, the reservation is 24 hours, and in the case of a traditional transfer - 3 working days.
Information about the cancellation is sent by a separate e-mail and also appears in the My Account tab in the Orders section.
Returns and complaints
How can I return a product?
Each product purchased in the Sportano.com store can be returned within 30 days. The returned goods cannot bear traces of use. You can find all information about the rules and procedure of returns in the Returns tab.
How much time do I have to return/exchange a product?
You have 30 days from receipt of your order to exchange or return it.
How can I submit a complaint?
If you want to make a complaint about a product purchased on Sportano.com, go to the Complaints and warranty tab. There you will find a complaint form that must be completed and sent to [email protected]. Our team will keep you informed about the decision of the complaint and further steps.
What is subject to complaint?
All products purchased in the Sportano store are subject to a complaint. In the case of a group of food products (e.g. supplements and nutrients), the complaint must be submitted within the product's best-before date. All information about the complaint procedure and rules can be found in the Complaints and guarantees tab and in the store Regulations.
How will I receive a refund?
The refund will be issued to its original payment method, such as your bank, credit card, or PayPal account.
The refund should be credited to your account within 14 days from the moment we receive the return shipment or after accepting the complaint application. In practice, refunds are made within 3-5 business days.
Security and more
Are the products I buy genuine?
All products in the Sportano.com store come from reliable brands and producers. We guarantee that our goods are original and unused. If you have any questions, please contact our Customer Service team who will dispel your doubts and provide the information you need.
Are payments on the website secure?
Online payments for purchases in the Sportano.com store are made via the PayU platform. The available options (online payment by credit card and electronic transfer) are fully secure.
How are my details used?
All information about the storage, processing and use of personal data can be found in the Privacy and Cookies Policy.
Can I purchase products directly at the store?
At the moment, sales in the Sportano store are conducted only online. If you don't know how to order a product from us, go to the guide where we described all the steps of the purchase. Please contact our team if you have any questions or concerns.
How can I contact Sportano.com?
Our team is at your disposal at every stage of the purchase. If you need support, have questions or doubts, please contact us. You can do it via the contact form, e-mail or directly by calling our hotline. You can find all the contact details here.