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Log in to your account/My Orders and you will be able to see the status of the preparation and tracking in real time. If your order is already prepared but not tracked, it is because the shipping agency has yet to document it. You will see the tracking in the next few days.

If your order has been ready for more than 72 hours and you have not received tracking information, please contact us so that we can -give you more information.

For logistical reasons, garments fromthe same order may be shipped from different warehouses. If your order involves multiple deliveries, you will see the following message when you view your order in your account:

“Items in your order will be sent from different warehouses so you will receive them in separate packages.”

You will also be able to see the status of each delivery and which garment(s) is/are included.

If your order has not yet been prepared, we recommend that you write to us through the web form selecting the reason "cancel my order or correct delivery address" to see if we are in time to cancel it.

If this is not possible, once you receive it, you can return it here.

If you have registered an incorrect delivery address and your order is not yet ready, you can request a change via the online form.

The steps to follow are as follows:

1. Register your return request here.

2. If you have not received a return label within your order, write an email to hello@scalperscompany.be, requesting the return label. Once you receive it, you must attach it to the outside of the box.

3. Inside the box you must include the ECO TICKET.

What is the ECO TICKET?

The eco ticket is our electronic ticket associated with your online order.

What is it for?

It is used to manage any exchange or return, both online and in the physical shop.

Where can I find it?

You can find it in your account panel in the ORDERS area and also in a direct access in the order confirmation email. If you can't print the ecoticket, you can write down your order number, your name and surname on a piece of paper and put it inside the box 😊.

If you have any questions while processing your order, please contact our Customer Service at hello@scalperscompany.be.

Thank you for trusting Scalpers!

How can I find out the status of my order?

• Go to ORDERS in your account and search for the specific order you are waiting for. You will be able to see its status in real time.

• As soon as it is ready, you will receive an email with the tracking number. If it has been recently prepared,
  you will be able to track it the next day, once registered by the courier.

I’ve ordered a garment or size that I don’t want. Can I change it?

We cannot change your order, but if it is not yet ready, we can cancel it so you can place a new one. Ask to cancel here.

I want to cancel my order. How do I do it?

If your order is not yet ready, request to cancel it here. If not possible, once you receive your order, you can return it.

View your account to see your order status.

SCALPERS STORE DELIVERY 5-8 working days**- FREE*

Scalpers will send you an SMS when your order is ready to be picked up in store. The courier may also confirm the delivery, but we recommend that you wait for the message from the store as they register your order and will inform you.

*If your order does not exceed 60€, delivery costs are 3,95€.

**This time frame may vary depending on time of year, delivery
address, time of purchase and availability of items.

COLLECTION POINT DELIVERY 5-8 working days** - FREE*

Pick up your order at any collection point near you. We will show you the collection points available at the time of purchase according to your post code.

*If your order does not exceed 60€, delivery costs are 3,95€.

**This time frame may vary depending on time of year, delivery
address, time of purchase and availability of items.

HOME DELIVERY 5-8 working days** - FREE*

We will send a confirmation email with tracking number as soon as your order is prepared. View your account to see the tracking details for each order.

*If your order does not exceed 60€, delivery costs are 3,95€.

**This time frame may vary depending on time of year, delivery
address, time of purchase and availability of items

Our delivery times range from 5-8 working days. Please note that this period is extended during promotions and sales periods and over Christmas.

If you select home delivery, choose an address where there is always someone in. Otherwise, we recommend you choose in-store delivery or collection point delivery to avoid missing your order and having it returned to the point of origin.

SCALPERS STORE DELIVERY - 3,95 EUR

COLLECTION POINT DELIVERY - 3,95 EUR

HOME DELIVERY - 3,95 EUR

*For orders over 60€, delivery is free of charge.

You have 30 calendar days from receipt of your order to make a return or exchange.

As of Wednesday 20 November, we are extending the deadline for returns until 10 January.

Where can I make a return?

Scalpers store

You only need your order number to make any changes or request a refund.

Pick Up point

Go to our returns page and follow the steps.

Home collection

Go to our returns page and follow the steps.

Are there any related costs?

Scalpers store- Find your nearest shop!

• RETURN- FREE
• EXCHANGE- FREE

Pick Up point

• RETURN- 4,95 EUR
• EXCHANGE- FREE

Home collection

• RETURN- 4,95 EUR
• EXCHANGE- FREE

If you make a second exchange of the same order, it will only be free of charge at a Scalpers store.

REFUND

As soon as the returned item arrives at our logistics centre, it will be registered and reimbursed. We will send you a confirmation email and the money will appear in your account within approximately 3 days.

*If the return has been collected at home,4,95€ will be deducted from the refund for return costs.

As soon as the returned item arrives at our logistics centre, it will be registered and you will receive an online gift card for the amount of your return via email.

EXCHANGE

If you have requested a different size or are exchanging faulty items, as soon as the package arrives at our logistics centre, we will arrange delivery of your replacement order.

If there is no stock available for an exchange, we will arrange a refund.

Which items are non-returnable?

• Boxer shorts
• Socks without their seal
• Gift card used at any time

Will I be refunded delivery costs if I return the order?

Costs incurred to deliver the order are non-refundable. However, if you receive a faulty item for which you paid
delivery costs and wish to return it for a refund, delivery costs will be refunded.

How should I organise my return (home pick up or pick up point)?

• Returned items must include both the inside and outside labels.
• Place the items in a box or
  bag (preferably in the same one as its delivery).
• Print the order’s ECO
  receipt from your account dashboard or the order confirmation email and include
  with the package.
• Process the return in our panel and follow the steps indicated in the email you will receive afterwards.
  subsequently.
• To finish:

Home collection: have your package ready for pick up.

Pick Up point: take it to the nearest pick up point and you're done!

Amazon payments, American express, Apple pay, Bizum by MONEI, Google pay, Klarna, Maestro, Master, Paypal, Revolut Pay, Shopify pay, Unionpay y Visa.

The refund is made to the same payment method used for the purchase.

I received an email confirming the refund, but it has not shown up in my account, is there an error?

Please don’t worry. The refund is not immediate; depending on your bank, the amount may show up in your account within 72 working hours, but sometimes it can take up to 15 days.

I have cancelled the card I made the purchase with,
what do I do to receive my refund?

If your account number remains the same, the refund will still reach you.

I have closed my bank account, how can I receive my
refund?

If you have another account with the same bank, the refund will still reach you.

If you do not have another related account, please contact us with proof of the account closure and we will make a bank transfer to the IBAN you specify.

I want an online gift card with the refund amount, how should I indicate this?

When you process your return, the account dashboard will give you the option to receive the refund via an Online Gift Card that you will receive by email.

I have placed an order and I have been charged twice, what should I do?

Occasionally, the bank generates a withholding amount for the order and it is reflected in your account as a
double charge. Actually, it is only a retention that will disappear after 24/48 hours. Double check you have not placed 2 orders, as in this case you will have to cancel one of them via our form.

I have placed an order and I have been charged twice, what should I do?

Occasionally, the bank generates a withholding amount for the order and it is reflected in your account as a double charge. Actually, it is only a retention that will disappear after 24/48 hours. Double check you have not placed 2 orders, as in this case you will have to cancel one of them via our form.

DISCOUNT CODES

You have sent a code to my email, how do I redeem it?

Remember that every coupon has associated conditions (minimum purchase amount, expiry date...). If you do not fulfill them, the code will be invalid

Add what you want to buy to the cart and select finalise purchase. On the right, you will see the box where you have to enter the code you’ve received:

Click on "Apply" and you will see the final price with the discount applied.

I am a loyal customer, I’ve just had my birthday
and I haven’t received any benefits. What’s happened?

Your birthday is not included in your customer profile or you registered on the same day or after that date.

The email has gone to your Spam folder, please check!

I meet the discount code requirements, but it
doesn't work. What should I do?

E-mail us a screenshot of the error with the code visible, so we can help you. Remember you must be logged into your account to use it.

If I return an order for which I applied a discount
code, can I get the code back?

Fixed discount codes (not skulls) have only one use, so if you return the garment you will be refunded what you paid for it and the code will be disabled

Store Gift Card: buy in a Scalpers
store

Digital Gift Card: buy online and
you’ll receive it via email when you finalise your purchase.

Gift card amounts are: 50€, 80€, 100€ and 150€.

A gift card works like any other payment method. Enter the code in the corresponding space before finalising your purchase. If the card amount is greater than the value of your purchase, the amount will be subtracted and you will not be prompted to enter another payment method. If the card amount is less, you will be given another option to complete the payment with an additional payment method.

Do I have to keep my card if I have already used it?

Whether the purchase was made in a physical store or online, we recommend you keep the card until the return period expires because, if you return the purchase, the balance will be returned to the card

I want to return part of an order partially paid for with a gift card, does the money go to my account or to the gift card?

When we refund an item from your order and you used a gift card plus another payment method for the purchase, the money will be credited first to the gift card amount and then to your account. This process cannot be reversed as it is automatic.

I bought a gift card, can I return it?

Physical card: if the card has not been used, you can return it for a store voucher for the same amount, but not for the money.

Online card: if the card has not been used, you can return it for a refund to the same payment method used for the purchase.

If the card has been used at all, a refund of the remaining balance is not possible.

Does the gift card have an expiry date?

Both the physical and the online card expire one year after purchase.

Loss, theft or damage to the gift card

In such circumstances, we are not able to replace the card as use and safekeeping are entirely the responsibility of the owner.

How can I find out my gift card balance?

Physical card: store employees can provide you with this information.

Online card: you can check by entering your code before finalising a purchase. In addition, each time you use it, you will receive an email indicating the remaining balance

Online: if the size you want is out of stock, select "Let me know when it’s available".