Faqs

QUESTIONS

1. FREQUENTLY ASKED QUESTIONS

2. SHIPMENTS

3. RETURNS AND EXCHANGES


We've extended our returns period until 2 January! If you make a purchase between 10 November and 3 December, you have until 2 January to return it.


4. REGISTRATION

5. PRODUCT

6. PAYMENTS

7. CLUB SPRINGFIELD

8. OTHERS

We've extended our returns period until 9 January! If you make a purchase between 11 November and 9 December, you have until 9 January to return it.

ANSWERS

1. FREQUENTLY ASKED QUESTIONS

  • 1.1 Where is my order?

You can track the status of your order from the ‘My orders’ section of your Springfield account. If you purchased as a guest, use the link in the emails we send you. You will also receive an email or SMS with tracking information when your order is on its way.

  • 1.2 How do I return a product?

You have 30 days from receipt of the order to make a return or cancellation. Tendam will refund you the corresponding amount within 14 calendar days, starting from the date on which the product is sent back to our warehouse.

The refund will be made to the same payment method used for the purchase. However, we may withhold the refund until we receive the items, or until you have presented proof of return of the items, depending on which arrives first.

  • 1.3 How do I cancel / modify an order?

Online orders can't be cancelled or modified once you've made a payment. If you ultimately decide that you don't want your order, you need to wait for it to arrive and then return it in the usual way.

  • 1.4 How do I apply discount codes?

All discounts associated with codes you must apply them in your shopping bag in the section ‘Do you have a discount code?’ The rest of the promotions or discounts associated with the club, birthdays... you can apply them in section two of the payment gateway.

  • 1.5 What should I do if I have a problem with my order?

The number of items on sale are those estimated to be in stock at that given point in time. Tendam will do everything in its power to supply all items ordered by all customers. However, certain cases may arise where, due to causes beyond Tendam'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, you will be duly notified via email or telephone. And you will be entitled to a partial or full cancellation of that order.

  • 1.6 I still have doubts, can I contact you?

To check the status of your order, go to 'My Account', 'My Orders' section and you will be able to check the status of all your orders. If you have any questions, please send an email to our Customer Service.

2. SHIPMENTS

  • 2.1 How much are the shipping costs?

Delivery costs may vary depending on the order amount and the delivery address. Delivery may be free in some cases.

DELIVERY TO STORE
 Orders > €50 – FREE
HOME DELIVERY
 Orders <€50 – €3,95
DELIVERY TO A RELAY POINT
 €2.99 Price > €50 - FREE

  • 2.2 How long does it take for my order to arrive?

DELIVERY TO STORE
 4 – 6 days
HOME DELIVERY
 4 – 6 days
DELIVERY TO A RELAY POINT
 5 – 7 days

  • 2.3 Will I know in advance when the order will arrive?

You will receive a delivery notice the day before you receive the order, and another one the day the order arrives at your destination.

  • 2.4 Where can I receive my order?

You can choose to have your order delivered to your home, or have it collected at a designated pick-up point, or your nearest store.

  • 2.5 My order has not arrived, what can I do?

You can track the status of your order from the ‘My orders’ section of your Springfield account. If you purchased as a guest, use the link in the emails we send you. You will also receive an email or SMS with tracking information when your order is on its way.

  • 2.6 What happens if I am not home when my order arrives?

If you are not at home when the carrier comes to deliver your order, the carrier will drop off the order at the nearest pick-up point and tell you how to pick it up. The distribution company will make 2 delivery attempts before handing over your order to a collection point.

  • 2.7 What should I do if I have a problem with my order?

The number of items on sale are those estimated to be in stock at that given point in time. Tendam will do everything in its power to supply all items ordered by all customers. However, certain cases may arise where, due to causes beyond Tendam'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, you will be duly notified via email or telephone. And you will be entitled to a partial or full cancellation of that order.

3. RETURNS AND EXCHANGES

  • 3.1 I am not satisfied with my order; can I return it or exchange it?

You have 30 days from receipt of the order to make a return or cancellation. Tendam will refund you the corresponding amount within 14 calendar days, starting from the date on which the items are sent back to the warehouse.

  • 3.2 How can I return or exchange a product that I have bought online?

There are different procedures for returns and exchanges. In the following, the individual procedures are described, as well as their costs and conditions:

  • A) RETURNS

1) PHYSICAL STORE

  • Cost: Free
  • Procedure: Show the receipt (printed or on your phone) that you received in the confirmation email after your order, along with the item to be returned. In addition, if you paid delivery costs during your initial purchase, you will have to return all the items in your order and make the return to a physical store using the clickshopping tool, request a refund of these costs together with the rest of the order.

2) AT HOME:

  • Costs: The cost of sending the order back to Spain will be borne by the customer.
  • Procedure: Go to your order information to request a refund and follow the steps provided. If you made your purchase as a guest, you can access it from the link in the confirmation email. Also, if you paid a shipping fee when you made your original purchase, and you are returning all items in your order, please contact our customer service team to have these fees refunded to you, here.
  • B) RETURNS (for defect or flaws)

1) PHYSICAL STORE

  • Cost: Free
  • Procedure: Show the receipt (printed or on your phone) that you received in the confirmation email after your order, along with the item to be exchanged. In the event of a shipping error (wrong item or other error), the return cannot be made in a physical store.

2) AT HOME

  • Cost: Returns due to a defect, defect or shipping error do not involve any cost to the customer.
  • Procedure: You will need to send to our Customer Service pictures of the item where we can see the defect, after evaluating the case we’ll let you know what to do next.
  • C) EXCHANGES AREN’T ALLOWED.

We remind you that you can only return or exchange a product, if applicable, by following the instructions indicated in our General Conditions of Purchase if the purchase has been made on the website springfield.com. If you have purchased any of our products in any other store, physically or online, you must contact the corresponding seller.

  • 3.3 My order is a gift; can I return it or replace it if I do not like it?

The gift voucher included in gift orders allows you to change size and/or colour. For other exchanges or returns, it will be necessary for the buyer to provide the original purchase ticket, which can be downloaded in ‘My account > My orders > View order > Purchase ticket’ and continue with the process explained in ‘How can I return or exchange a product that I have bought online?’ of these FAQs.

4. REGISTRATION

  • 4.1 What benefits do I get if I register?

Once you have registered, you will be able to enjoy the following benefits:

  • You will no longer have to enter your shipping information with each purchase.
  • You will be notified of our exclusive offers, discounts, and much more, if you tick this option.

  • 4.2 How do I register?

To register, click "Register" at the top right of this site. It's simple, to create your new account myspringfield.com you just need to fill in some personal information.

  • 4.3 I have forgotten my password. What can I do?

If you have forgotten your password, simply click on "Log in" at the top right of the site, then click on "I forgot my password". Enter your email address to receive an email with instructions on how to reset your password.

  • 4.4 Once I've registered, how can I change my information?

Log in to your account by clicking on "My Account" at the top right of the myspringfield.com page to access the platform where you can edit any information you choose.

  • 4.5 I don't want to receive further email communications. How can I indicate this?

If you no longer wish to receive our communications emails, simply log in to your account by clicking on "My Account" then select "My Privacy" and uncheck the "I wish to receive email communications" box at the bottom of the page.

5. PRODUCT

  • 5.1 What is included in the price?

All prices listed on our website include VAT and other local taxes. However, they do not include delivery costs, the rates of which are indicated separately.

  • 5.2 I want to buy an item that is not available. What can I do?

Items that are not in stock on the online store will not normally appear as available for purchase. However, you can contact one of our physical stores to find out if they have the item, you are looking for in stock. Find your nearest store in the Tendam Stores section.

  • 5.3 How do I order something in-store that I saw online?

If the size or colour you are looking for is not available in the online shop, you can try to get it in any of our Springfield shops in Belgium. Write down the reference number that appears at the end of the description on the product page. With these 7 numbers and the colour and size you can ask the staff in our shops to help you find the item.

  • 5.4 How do I find a product in the online store that I found in a physical store?

To look for an item on myspringfield.com you can use the search engine on the top right-hand side of the page. Just enter the pattern number that you will find on the garment label. Enter these 7 numbers and click on ‘Search’. You can also search for the item using the product categories on the left side of the page.

6. PAYMENTS

  • 6.1 How can I pay for my purchase?

You can choose by the following payment methods to pay for your purchase:

  • Credit card: VISA, Mastercard, American Express
  • Debit card: 4B or 4B Maestro
  • PayPal
  • Google Pay
  • Apple Pay

Payments must be made at the time of ordering. The total will be equal to the price of your items and the corresponding delivery charges, which will be excluded from any discounts applied as part of any offers. You will receive a proof of purchase by email, and you can also check the "My Account" > "Orders Made" section if you have logged in as a registered user to purchase your items.

  • 6.2 When is the payment processed?

Payments must be made at the time of ordering. The total will be equal to the price of your items and the corresponding delivery charges, which will be excluded from any discounts applied as part of any offers. You will receive a proof of purchase by email, and you can also check the "My Account" > "Orders Made" section if you have logged in as a registered user to purchase your items.

  • 6.3 The payment has failed, what can I do?

Firstly, please verify the payment method used and check with your bank for any issue. If nothing is found, please contact our Customer Service.

  • 6.4 What happens if I discover fraudulent use of my card?

If you believe that your card has been used fraudulently, please alert your bank as soon as possible about this issue. After, please do not hesitate to contact our Customer Service.

  • 6.5 Is it possible that I do not receive the purchased item?

At Tendam, the items offered for sale reflect the stock available at any given time. Although we will do our best to send all the products you order, it is possible that due to human error or incidents in our systems we may not be able to deliver an item. If this happens, we will inform you as soon as possible and proceed to refund the amount of the unavailable product. If you notice that an item is missing from your order and we have not notified you, please contact our Customer Service so that we can check it and process the refund.

  • 6.6 I have a discount code, when can I apply it?

For discounts associated with codes, you must apply them in your shopping bag in the section ‘Do you have a discount code?’ The rest of the promotions or discounts associated with Club, birthdays… you can apply them in section two of the payment gateway.

7. CLUB SPRINGFIELD

  • 7.1. Where can I benefit from Club Springfield Club advantages? 

    In all Springfield shops and online in countries with Euro currency where the Loyalty Club is implemented. You will have to identify yourself as a Club Mmember every time you make a purchase in any of our shops and online. As for Springfield Mmoney, you can accumulate it in any of these countries, but you can only redeem it in the country in which you have registered. 

    7.2. What benefits do I get if I become a Club Springfield Club member? 

    By joining the Springfield Club we offer you more savings on your purchases, more exclusive promotions and now more brands where you can accumulate and redeem your Springfield Money.  

    7.3. How can I become a Springfield Club Member? 

    You can become a Springfield Club member with your purchase at any Springfield shop in Belgium, at the end of your online order at myspringfield.com without the need of purchasing anything directly.   Also you can join through our web at Join the club | Springfield Club.

    7.4. As a Member, do I have special conditions for online deliveries? 

    You can see them in a personalised way in our advantages section, remember to identify yourself beforehand. Also, the shipping costs are free for a minimum purchase of 25€. Once you are correctly linked with your card number, the discount is automatic.

    7.5. How can I access to the exclusive member content on the Club Springfield Club website? 

    To access these exclusive contents for Club Springfield Club members, you just have to log in with your email and password in the login section. If this is the first time you enter, you must register. 

    7.6. How do I know how much Springfield Money I have? 

    You have different ways to consult it: through the section ‘Your Springfield Money’ or in any of our shops. If you cannot log in and check it out, please contact our Customer Service

    7.7. How long do I have to use my Springfield Money? 

    Springfield Money is valid for twelve months, from the first purchase or from the last use of it, after which it will expire if it has not been used. Remember that you can find out your Springfield Money balance and when it expires on your shopping receipts or in your account at www.myspringfield.com. 

    7.8. What if I use my Springfield Money on a purchase and then want to return an item? 

    If you return all the items on the original ticket, the initial expiry date of the Springfield Money that you had before you used it is maintained. 
    If you return only part of the items on the original ticket, the expiry date of the Springfield Money starts from the date of return. 

    7.9. Can I purchase or use the gift card with my Springfield Money or with a Club discount? 

    When purchasing a gift card, you can accumulate Springfield Money, but you cannot use it or any other member discount. When paying by gift card, Springfield Money or any other member discount cannot be accrued or used. 

    8. OTHERS

    • 8.1 My order is a gift. Can I request it to be wrapped in gift paper?

    No, but you can send your order with a personalised message. Select the option “Is it for gift?” when entering the shipping information in the payment gateway. The package will include only the gift voucher, so for exchanges or returns in store you will need to send the purchase receipt to the person receiving the gift.

    • 8.2 I still have doubts can I contact you?

    Of course. If you have any questions, please email our Customer Service.

    • 8.3 Invoice

    To receive an invoice, you must select the option “I need an invoice” on the payment section, if you made the purchase and didn’t select the option, you must log in, open “my orders”, select the order and it will give the option to ask for an invoice. If none of this works, please contact Customer Service.