Frequently Asked Questions
What size shoes should I buy?
What size shoes should I buy?
Measure your foot like this: Stand with your heels against a wall and place something (such as a book) in front of the longest toe.
Measure the dimension between wall and book. This measure is your foot length. Since you often have different long feet, you should measure both feet and use the measurements from the longest foot.
Add an additional 5-10 mm to get the inside dimensions you need. If your foot is 22 cm long then you probably need a shoe that is about 23 cm long.
Do your shoes support pronation / supination?
Do your shoes support pronation / supination?
No, all Salming's shoes are neutral so that your foot can work as intended. Pronation is necessary and natural and nothing that needs to be corrected. When you walk or run, the foot bends naturally inwards (pronation) or outwards (supination). Pronation is important for optimal movement and shock absorption. When lowering the foot, the foot rolls inwards and the arch of the foot is flattened. It is a normal process that is found in every healthy foot. The purpose of pronation is to make the foot more mobile so that it can adapt to the surface, especially in uneven terrain. There are of course runners where you see a connection between a strong pronation and injuries, where you can adjust the movement, but it is at least as important to train the foot and muscles around. This can be done both with training programs for the feet and by running with a more flexible shoe on the shorter / easier runs. If you have the need to temporarily use your own custom molded insole, all our insoles are removable.
Where is my package?
Where is my package?
Once we have packaged your products and they have left our warehouse, you will receive an e-mail containing a tracking number. This number allows you to track the status of your order in real-time.
My return label is missing. How do I replace it?
My return label is missing. How do I replace it?
Log in to My orders & returns, select your order and register a return. We will provide a new return label. You can also email webstore@salming.com.
I paid with Klarna. What happens when I return an item?
I paid with Klarna. What happens when I return an item?
Register your return through My orders & returns. Once your return has been processed, the refund or adjustment will be sent through your original payment method. You can manage any outstanding Klarna payments in your Klarna account or app. Please contact Klarna for questions about due dates and payment reminders.
How can I contact your Customer Service Department?
How can I contact your Customer Service Department?
Mail us at webstore@salming.com Our Customer Service Department is open on regular business days 08:00 am – 4:15 pm.
How much does shipping cost?
How much does shipping cost?
For our EU market, standard shipping costs EUR 7.50 for orders below EUR 120, and shipping is free from EUR 120. Return shipping with our prepaid return label costs EUR 7.50. Shipping rates in other markets may differ; your checkout shows the applicable amount.
How do I make a return?
How do I make a return?
Register a return through My orders & returns, or use the prepaid return label included with most orders. Carefully pack the items, protect the original product packaging and attach the return label to the outer parcel. Take the parcel to the carrier's drop-off point and keep the receipt. See our Return & Refund Policy for the full return conditions, including hygiene-sealed products.
How long can I return an item?
How long can I return an item?
You have a statutory 14-day right of withdrawal, plus our extended 60-day return period from receipt of the order. Different product-condition requirements apply after the statutory 14 days. Please see our Return & Refund Policy for details.
What happens if I don't collect my package?
What happens if I don't collect my package?
If an uncollected package is returned to us, reasonable shipping and return handling costs of up to EUR 25 may apply where permitted by law. Not collecting a parcel does not automatically count as a withdrawal. Contact us if you wish to cancel your purchase.
Ordering
How do I know that you have received my order?
How do I know that you have received my order?
Once you have completed your purchase, we will send an order confirmation e-mail to the e-mail address you provided when placing your order.
Can I track my package?
Can I track my package?
Once your products are packaged, you will receive an e-mail containing the shipping details and a tracking number so that you can track your package.
Please contact webstore@salming.com if you haven't received your tracking link.
Can I change my order or delivery address after placing it?
Can I change my order or delivery address after placing it?
Orders are sent for processing automatically. Changes to items, shipping methods or delivery addresses are normally not possible once an order has been placed. If you notice a mistake, contact webstore@salming.com immediately. We will check if a change or cancellation is still possible, but cannot guarantee it. Your statutory rights remain unaffected.
I have received the wrong product(s). What should I do?
I have received the wrong product(s). What should I do?
Mail us at webstore@salming.com Our Customer Service Department is open on regular business days 08:00 am – 4:15 pm.
Payment
Which payment methods can I use?
Which payment methods can I use?
We accept major payment cards (Visa, Mastercard and American Express), digital wallets such as Shop Pay, Apple Pay and Google Pay, Klarna in selected countries, and selected local payment methods. Available options depend on your market and are shown at checkout.
Shipping and Delivery
How do you ship my order?
How do you ship my order?
We use Bring, PostNord, DHL, DPD or UPS depending on your destination. Available delivery options are shown at checkout. Our standard delivery service requires a valid private residential address, where the recipient lives. Business addresses, hotels, pickup points entered directly as the address and parcel forwarding companies are not part of our standard delivery service. Carrier-directed pickup point deliveries are still possible. Applicable statutory rights remain unaffected. Read our Shipping Policy for restrictions and excluded destinations.
Can I ship to a business, hotel or parcel forwarding address?
Can I ship to a business, hotel or parcel forwarding address?
Our standard shipping service delivers to the customer's own residential address. We do not offer standard delivery to workplaces, hotels, parcel shops entered as the address, or parcel forwarding agents. If the carrier redirects your package to a pickup point, that is different and is allowed. See our Shipping Policy. Mandatory legal rights are unaffected.
What if I entered the wrong delivery address?
What if I entered the wrong delivery address?
Please contact webstore@salming.com immediately. Orders are processed automatically, so changes usually cannot be made after checkout. If the shipment is returned due to an incorrect or incomplete address you provided, reasonable costs up to EUR 25 may apply where permitted by law.
What are the delivery times?
What are the delivery times?
- Austria: 3-4* working days
- Belgium: 2-3* working days
- Bulgaria: 6-8* working days
- Croatia: 4-6* working days
- Denmark: 2-5* working days
- Estonia: 6-8* working days
- Finland: 2-6* working days
- France: 5-10* working days
- Hungary: 5-10* working days
- Ireland: 5-10* working days
- Italy: 5-10* working days
- Latvia: 5-7* working days
- Lithuania: 6-7* working days
- Luxembourg: 4-6* working days
- Netherlands: 4-6* working days
- Portugal: 6-10* working days
- Romania: 5-10* working days
- Slovenia: 5-10* working days
- Spain: 6-10* working days
You can track your package by using the tracking number provided in the e-mail we send to you when your package leaves our warehouse.
If you did not receive the tracking number please contact us and we will help you out.
If you place your order before 11:00 am CET on a regular working day, your package will be shipped the same day.
*During large campaigns and holidays, we thank you for your patience and for your understanding that the handling time can in some cases be a bit longer, but of course we always make sure to do our utmost to ensure that you receive your order as soon as possible.
What are the shipping costs?
What are the shipping costs?
For the EU market, shipping costs EUR 7.50 for orders below EUR 120, and shipping is free from EUR 120. Our prepaid return label costs EUR 7.50. Other markets, including Germany, have separate shipping rates displayed at checkout.
Returns and Refunds
How long do I have if I change my mind?
How long do I have if I change my mind?
You have a statutory 14-day right of withdrawal and an extended 60-day return period from receipt of your order. Please see our Return & Refund Policy for the requirements for returns during each period.
How do I make a return?
How do I make a return?
Use your prepaid return label or register a return via My orders & returns. Pack the products carefully with suitable outer packaging; never attach the label directly to a shoe box. Drop off your parcel with the carrier shown on the label and keep your receipt. Under the statutory withdrawal right, a reasonable deduction may apply if an item has been handled beyond what is needed to inspect it. After 14 days, our voluntary extended return period requires unused products in resaleable condition. Check the Return & Refund Policy for full details.
Can I return underwear or socks?
Can I return underwear or socks?
Underwear bottoms and socks are hygiene-sensitive products. Where a hygiene seal is provided, it must remain intact for returns under our extended return policy. For the statutory withdrawal period, hygiene-sealed items may be excluded from withdrawal only where the legal conditions for that exception are met. Defective-item rights remain unaffected. See our Return & Refund Policy.
How do I make an exchange?
How do I make an exchange?
Return the unwanted products according to the instructions above. Then place a new order for the product(s) that you would like to receive instead.
Can I keep a previous discount when exchanging size?
Can I keep a previous discount when exchanging size?
If you return an item to order the same product in a different size after an offer has ended, please contact customer service before placing the replacement order so we can help you keep the original discount.
How much does a return cost?
How much does a return cost?
Return shipping costs EUR 7.5. When we reimburse you, we will debit EUR 7.5 from your refund amount.
When will I be reimbursed for my return?
When will I be reimbursed for my return?
For statutory withdrawals, refunds are made without undue delay and within 14 days of your withdrawal notice. We may wait until we receive the goods or proof that they were sent back. Returns under our extended 60-day policy are refunded after receipt and inspection. See our Return & Refund Policy.
What happens if I don't collect my package?
What happens if I don't collect my package?
If your package is returned because it was not collected, reasonable costs of up to EUR 25 may apply where legally permitted. Contact us to exercise your right of withdrawal; non-collection alone does not count as a withdrawal.
Consumer Claims
How do I make a product claim?
How do I make a product claim?
If your order from salming.com contains a defective or incorrect item, email webstore@salming.com with your order number, a short description and photos showing the issue. If you purchased from another retailer, please contact that retailer as your contractual seller. Your statutory consumer rights remain unaffected.