Faqs

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Exchanges, returns and right of cancellation

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Club Funatics Springfield

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Answers


01. What's included in the price?

All prices shown on the website are inclusive of VAT and other local taxes. However, they do not include postage and packaging costs, details of which are listed separately and which must be accepted by the customer. 

02. I'd like to buy an item that's not available. What should I do?

Items that are no longer in stock on our online store are normally shown as not available for purchase. However, you may call any of our physical stores to see if they have the item you are looking for in stock. Find your nearest store in the Springfield Store Locator. 

03. How can I find something I've seen on myspringfield.com in a physical store?

If the size or colour you’re looking for is not available on our online store, you may be able to find it in one of our physical Springfield stores. Simply make note of the item's reference number that appears at the end of the product description, and call one of our physical stores to see if they have it in stock. With these 7 numbers and the colour and size you want, you can ask any team member in our stores to help you find the item you’re looking for. 

04. How can I find an item I've seen in a Springfield store on myspringfield.com?

You can use the search engine that appears in the top right-hand corner of the page to look for any item at myspringfield.com. Simply enter the 7 digit reference number you’ll find on the garment tag and hit 'Search'. You can also search for an item using the menu of product categories listed on the left-hand side of the page. 

05. What are the advantages of registering for an account?

Once you’ve registered for an account at myspringfield.com, you'll no longer have to enter your delivery details each time you shop. You’ll also receive regular updates about our exclusive promotions, discounts and latest arrivals.

06. How do I register for an account?

Look for the ‘Register’ link in the top left-hand corner. Simply fill in a few personal details and hit 'Register' to create your new myspringfield.com account.

07. I've forgotten my password. What should I do?

If you’ve forgotten your password, click on ‘Log in to Webstore’ and hit ‘Forgot Password’ below. Simply enter your email address and we’ll automatically send you a new link to reset your password. 

08. Once I've registered, how do I change my details?

Access your myspringfield.com account by logging in and clicking on the ‘Welcome’ button in the top left-hand corner. Here you'll be able to edit your personal details at any time by clicking on 'Account Settings'. 

09. I no longer wish to receive email updates. What should I do?

If you no longer wish to receive emails from us, simply log-in, click on the ‘Welcome’ button and then ‘Newsletter Preferences’. If you wish to opt out of email notifications from myspringfield.com, desactivate the checkbox next to ‘I do not want to receive email notifications’ that appears. It’s as easy as that! 

10. How can I pay for my purchases?

To pay for your purchases, you may use a credit card (VISA, MasterCard, American Express) or debit card (Maestro), as well as PayPal.

11. When do I pay?

Payment must be made when placing the order; no order is final until payment is made. The total amount payable is obtained by adding the price of each item and the corresponding postage and packaging costs, and deducting the amount corresponding to any promotions that may apply. Proof of payment for each order will be sent by email and may also be consulted in your account, below 'My Order History’ if you purchased as a registered user.

12. My payment was not successful. What should I do?

Send an email to our Customer Service department at online@spf.com and we’ll look into what went wrong to solve any issues as soon as possible. 

13. What should I do if I find out my credit card has been used fraudulently?

You should let us know as soon as possible by emailing our Customer Service department at online@spf.com.

14. What happens if I don't receive an item I've purchased?

Springfield informs its customers that the number of items on sale are those estimated to be in stock at that given time. We never show higher numbers than what is actually available in stock.  Springfield will do everything in its power to supply all items ordered by all customers. However, certain cases may arise where, due to factors beyond Springfield's control like human errors or IT system incidents, we might be unable to provide an item(s) you ordered.  If an item is not available after an order has been placed, the user will be duly notified via email or telephone. They will be entitled to a partial or full cancellation of that order.

15. How long will it take for my purchase to arrive?

Deliveries usually take between 3 and 5 business days after the purchase has been made. 

16. Where will my order be delivered?

Your order will be delivered to whichever address you specified, provided that it is in Spain and is not a P.O box, or to the Springfield store of your choice. In both cases you can track your orders via your account.  

- Home deliveries:
Remember that, if you wish, you may send your order to a delivery address other than the one specified on the invoice. This is useful if you wish to, for example, send a gift, if you want to have the order delivered to your office, or if you’re planning on spending some time away from your regular address. For home delivery, our transport provider, SEUR, will send an email and an SMS one day prior to delivery, notifying the recipient of the approximate time of delivery.

- Pick up In-store
You may collect your order from most of Springfield Stores. You can find out which stores offer this service during checkout.   
For store delivery, our transport provider, SEUR, will send a delivery notice by SMS 24 hours prior to receiving the order. Once the order is delivered to the selected store, the customer will receive an SMS and an email notifying that the order has arrived.

When collecting your order you must show this SMS in the store. If you have not received an SMS or gave a land line number, you can call in at the store and give the order number and the name of the person that placed the order. You must provide this information in order to receive your order. The customer will then have a maximum period of 15 days to pick it up, otherwise, if after that period of time the order remains uncollected, for any reason not imputable to our Company, we will understand that the customer wishes to cancel the order. Consequently, we will refund the amount for products excluding the corresponding shipping costs within 14 calendar days since the date we asume the order was cancelled. The refund will be made via the same method used for payment.

17. How much is the postage and packaging?

Postage and packaging costs will vary depending on the total of your purchase and the delivery address. In some cases, shipping costs might be entirely FREE!

HOME DELIVERY Shipping cost Delivery time*
Orders under 30€ Over 30€
Spain 3,95 € FREE! 3-5 days
Orders under 70 € Over 70 €
Canary Islands, Ceuta & Melilla** 9,95 € FREE! 3-5 days
Orders under 30€ Over 30€
Portugal 3,95 € FREE! 3-5 days
Orders under 50 € 50 € to 100 € Over 100 €
France (Mainland)
Belgium
Luxembourg
Austria
Bulgaria
Denmark
Finland
Germany
Hungary
Ireland
Italy
Netherlands
Poland
Sweden
UK
9,95 € 5,95 € FREE! 6-8 days

*Working days. Springfield will do its best efforts to meet this deadline, always within the maximum time established in the General Terms and Conditions of Purchase.
**In the case of items shipped to the Canary Islands, Ceuta or Melilla, customers are liable for the customs duties applicable on receipt of the order (these costs vary according to package weight).

STORE DELIVERY Shipping cost Delivery time*
Orders under 20 € Over 20 €
Spain** 1,00 € FREE! 3-5 days
Orders under 20 € Over 20 €
Portugal 1,00 € FREE! 3-5 days
Orders under 50 € Over 50 €
France
Belgium
Luxembourg
4,95 € FREE! 6-8 days

*Working days. Springfield will do its best efforts to meet this deadline, always within the maximum time established in the General Terms and Conditions of Purchase.
**Orders cannot be shipped to stores in the Canary Islands, Ceuta or Melilla.

18. My order hasn't arrived. What should I do?

You may track the status of your order by logging in and accessing your account. Here you’ll find a section called ‘My Order History’, where you can check the status of each order. For any further queries or issues with delivery, please email our Customer Service department at online@spf.com.

19. How do I know when to expect my order?

Our transporter provider, SEUR, will send an email one day prior to receiving the order, notifying the recipient of the approximate time of delivery.

20. What happens if I'm out when my order arrives?

Our transporter provider, SEUR, will send an email one day prior to receiving the order, notifying the recipient of the approximate time of delivery. If you know you won’t be at home to receive delivery, please contact SEUR at the phone number provided in the SMS.

21. Which countries do you deliver to?

Please read the shipping table above for a full list of countries we deliver to.

22. I'm not satisfied with my order, can I exchange it or get a refund?

Yes, you may return or exchange items providing that they have not been worn and are still in their original packaging, with the tags attached in perfect condition. To request a return, please see the instructions provided in the section entitled ‘How can I return or exchange an item purchased at myspringfield.com?’
(Please note: exchanges are currently only available in Belgium and Luxembourg.) 

23. How can I return or exchange an item purchased at myspringfield.com?


RETURN AND EXCHANGE DEADLINE NOW EXTENDED UNTIL THE 15-01-2017.

There are different procedures for exchanging, returning items or cancelling an order. Below are details of each one, including their corresponding terms and conditions.

a) Exchanges: when one item is replaced by the same product but in a different size and/or colour.
b) Returns: caused by an item being faulty, showing a defect or incorrect item received.
c) Cancellation: voluntary renounce of an order for any reason.

• Exchanges, returns or cancellations are not permitted for underwear, stockings, jewellery, fragrances or cosmetic items, which have been unsealed, except in the case of fault or defect.
• Items purchased from the Outlet section only accept exchanges, returns or cancellations through the online store.
• All items to be exchanged or returned must be properly packaged.
• Springfield Woman items can only be exchanged or returned in Springfield Woman stores or Springfield Man & Woman stores. Springfield Man items can only be exchanged or returned in Springfield Man stores or Springfield Man & Woman stores.

6.1 ORDERS DELIVERED TO SPAIN (mainland Spain and Balearic Islands)
EXCHANGES made through physical or online stores:
- Conditions: Exchanges must be executed within 30 calendar days since the date the order was delivered to the customer.
- Cost: Exchanges are free of charge for the customer.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to exchange.
     - Online store: contact our Customer Service Department on 901 36 30 41 or at online@spf.com and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

RETURNS (due to fault or defect) made through physical or online stores:
- Conditions: The procedure must be completed according to the point 8 from these General Terms and Conditions of Purchase.
- Cost: Returns are free of charge for the customer. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase) within 14 calendar days since the date it was informed of the return request. The refund will be made via the same method used for payment. However, Cortefiel might hold the refund until items have been received, or until the customer sends to Cortefiel a proof of delivery, whichever occurs first.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to return.
     - Online store: contact our Customer Service Department on 901 36 30 41 or at online@spf.com and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

RIGHT OF CANCELLATION made through physical or online stores:
- Conditions: You have the right to cancel your order for any reason within 14 calendar days after you received the order.
- Cost: Cancellations are free of charge for the customer. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase) within 14 calendar days since the date it was informed of the cancellation request. The refund will be made via the same method used for payment. However, Cortefiel might hold the refund until items have been received, or until the customer sends to Cortefiel a proof of delivery, whichever occurs first.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to return.
     - Online store: contact our Customer Service Department on 901 36 30 41 or at online@spf.com and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

6.2 ORDERS DELIVERED TO CANARY ISLANDS, CEUTA AND MELILLA
EXCHANGES made through physical stores:
- Conditions: Exchanges made through the online store are not permitted. Exchanges must be executed within 30 calendar days since the date the order was delivered to the customer.
- Cost: Exchanges are free of charge for the customer.
- Procedure: Visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to exchange.

RETURNS (due to fault or defect) made through physical or online stores:
- Conditions: The procedure must be completed according to the point 8 from these General Terms and Conditions of Purchase.
- Cost: Returns are free of charge for the customer. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase and customs duties) within 14 calendar days since the date it was informed of the return request. The refund will be made via the same method used for payment. However, Cortefiel might hold the refund until items have been received, or until the customer sends to Cortefiel a proof of delivery, whichever occurs first.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to return.
     - Online store: contact our Customer Service Department on 901 36 30 41 or at online@spf.com and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

RIGHT OF CANCELLATION made through physical or online stores:
- Conditions: You have the right to cancel your order for any reason within 14 calendar days after you received the order.
- Cost:
     - Physical stores: free of charge for the customer. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase but excluding customs duties) within 14 calendar days since the date it was informed of the cancellation request.
     - Online store: the cost of shipping items back to Cortefiel is payable by the customer as well as any custom duty cost in which the shipment might incur. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase but excluding customs duties) within 14 calendar days since the date it was informed of the cancellation request.
The refund will be made via the same method used for payment. However, Cortefiel might hold the refund until items have been received, or until the customer sends to Cortefiel a proof of delivery, whichever occurs first.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to return.
     - Online store: send all unwanted items to: ALMACÉN GRUPO CORTEFIEL Springfield (Desistimiento), Paseo del Deleite, s/n, 28300 Aranjuez (Madrid), Spain, via your preferred means of transport (shipping cost payable by the customer as well as customs duties). You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

24. My order is a gift. Can the receiver return or exchange it if they don't like it?

Yes you can, like any other order. All you have to do if you want to return or exchange it is, ask the person who gave the gift for the original receipt (this can be downloaded from "My Order History" in your online account). For details, see the section 'How can I return an item purchased from myspringfield.com?' of these FAQ.

25. My order is a gift. Can I have it wrapped?

Yes, you can wrap your gift and send it directly to whoever you want. You will get it wrapped in gift paper and you can also add a dedication!. Select the option "Prepare for gift" when enter shipping information and add the dedication you want to appear on the gift option. Gift packages only include the gift receipt, so that for any exchange or return in a physical store of Springfield will require you to send the purchase receipt to the person who received your gift.

26. CAN I USE FUNATIC MONEY ON MYSPRINGFIELD.COM?

Of course. Just make sure you have entered your Funatics club card number into your online account, so that your Funatics money balance appears.

27. HOW DO I EARN FUNATIC MONEY?

Once you have made purchases worth 100€, you will begin to earn Funatic money. Every time you make a purchase, you'll accumulate more and more money into your Funatic account. Remember that any shipping costs don't go towards generating Funatic money.

28. WHEN CAN I USE MY FUNATIC MONEY?

Whenever you want, but always in the full amount of your available balance, which means the value of your purchase should always be equal to or greater than your Funatic money balance. All Funatic money expires 6 months after your first purchase or the last time you used it.

29. CAN I RETURN ITEMS THAT I BOUGHT USING MY SPRINGFIELD FUNATICS CLUB CARD?

Of course, but if you used up your Funatic money for that purchase, you won't be able to get it back after returning the product.

30. HOW DO I USE MY FUNATIC MONEY ON THE ONLINE STORE?

You can use to use your Funatic money on orders purchased from mysringfield.com, or continue to accumulate. If you decide to use your Funatic money, we'll discount your available balance from the total of your order, and the difference can be paid for using the method of payment of your choice.

31. What should I do if I experience any difficulties with my order?

If you can’t find the answer to your problem here, please email our Customer Service department at online@spf.com.

32. I have a discount code. When can I use it?

Discount codes should be used at check out. Upon entering your code, the discount will be automatically applied to your purchases. Remember that some discount codes may not be used in conjunction, and may cancel out other discounts you were entitled to prior to entering the code. 

33. I have a question that isn't answered here. Who should I get in touch with?

For any other queries you may have, please email our Customer Service department at online@spf.com.