Fragen zur Sicherheit
What data will be recorded whilst visiting on-your-marks.at?
The only data we record during a simply visit to our site is that which gives us statistics concerning the browsing behaviour of site visitors as a whole. The use of our online shop is thus entirely anonymous unless you place an order or set up an account.
Any personal data we collect for this purpose is only that which is necessary to fill your order or to process any requests, such as your name, address, email address and phone number. The disclosure of this information is entirely voluntary.
Personal data is stored for as long as required by law and then deleted. We do not disclose your personal data to third parties.
Is a purchase made on your website safe and how is my personal information transmitted?
Customer security is important to us; therefore we make efforts to ensure that all processes and procedures are secure in such a way that goes beyond the requirements of the law and other regulations. Your data is in good hands. For example, we protect your data directly by having your order transmitted to us with SSL encryption.
In addition, our general terms and conditions, your right of cancellation, etc. have been regularly checked from the customer perspective by gepruefter-webshop.de and found to be excellent without any issues noted. With our customer service, we also try to do a bit more for you on a daily basis to make your on-your-marks.at shopping experience more enjoyable and safer, as can be seen in the great reviews posted by our customers on Shopauskunft.de
Which bank or credit card data is stored?
on-your-marks.at does not store this information. If you pay by credit card, for example, your credit card information is sent directly online to external payment processors; we never have access to this data.
Fragen zum Bestellablauf und Lieferung
Which payment methods are accepted by on your marks?
We offer many of the most common and safest methods of payment. In addition to payment in advance, PayPal, Klarna and credit cards, we also accept Sofortuberweisung and offer direct debit.
My size is apparently not in stock. Can it be ordered from the supplier?
Of course! This is an important aspect of the service we offer our customers. As a rule, we can order from our suppliers any article from our range marketed in Austria or Germany (and even items from that manufacturer we don’t normally carry), subject to the supplier’s availability.
There is no additional cost to you! In addition, you may exercise your right of cancellation on special orders, too.
Just contact us: our team looks forward to receiving your enquiry!
When and how will my parcel be sent?
We assure you that we will process your order as quickly as possible and get your items on their way to you. As a rule, we ship your order as soon as we receive payment or payment arrangements have been made (depending on your method of payment). If we receive payment for your order by 11 am on weekday morning (Austrian time), it will be sent the same day; otherwise your order will be sent the next business day. All shipments are insured and are sent via DPD or Austrian Post.
Can I track my order?
You can view your order status at any time by logging into your account. We will send you an email when your package has been shipped; this information will also display in your account. Our shipping company will also notify you of the planned delivery time once it becomes known.
How long will it take for my package to arrive?
Within Austria, it usually takes no more than 2 business days for your order to arrive. Orders being shipped to Germany will usually take 3-4 business days to arrive. Shipments to the other EU member states will take around 5-8 business days to complete.
My package has not arrived. What do I do now?
We understand your frustration. Mistakes can happen even in the best of circumstances.
But you can be certain that, in the rare event there are delays or complications in the processing or shipment of your order or any other issue, we will find a rapid solution to the situation.
If you have not received your package within the normal usual delivery times, we ask that you please contact us quickly so we can clarify what’s going on and identify an appropriate solution.
How much do returns cost?
If you are exercising your right to cancel your order return shipping costs are on us, if you’re returning the item from Austria or Germany.
Please do note that returns should always be done using our returns system to allow the fastest possible processing. Also note that we do not accept packages with postage due; these will be returned to you with additional fees.
More information about our return policy can be found here.
I want to return an item: How do I proceed?
Go to the corresponding area in your account or select the order you wish to return in the list of orders in your account and start a new return process. Please indicate whether you want a refund or an exchange. Most of our items can be exchanged for a different size, even if we don’t currently have it in stock, provided that we can order it from the manufacturer. We will be glad to advise you of your available options. Please follow the instructions in our returns system and send the package back to us.
I would like to exchange an item: How do I proceed?
If you want to exchange an item, we strongly recommend that you let us know in advance by email or through our returns system so that we can put the replacement item on hold for you or order it from the manufacturer and thus reduce waiting times. Once you have selected in “Exchange” in our returns system, we will just need to know which replacement item or size you wish (just use the comments field in the return system). Once your return has been received, we will send the replacement as soon as possible.
How long does it take to process my returns?
Each return passes through several hands once it arrives: the package is opened and initially processed, the returned items are checked, and then our bookkeepers finish the process. The speed with which your return will pass through these steps depends on the item and how precisely the return slip has been completed as well as if there are any questions that need to be answered. So it can take anywhere from 3 to 10 business days to process a return after arriving in our warehouse. We work as quickly as possible to process your return, of course.
The processing time indicated refers to the time between the receipt of the return in our warehouse and the final step in our accounting department (arranging for a refund via bank transfer, PayPal, or to your credit card account) or sending a replacement item. Bank and post office processing times are outside our control and are not included in the processing time indicated.
Where can I find information about shipping costs, times, etc.?
Detailed information about shipping running shoes, running apparel, and accessories can be found here.
Are all of the products offered actually in stock?
All of the items offered in our online shop are, as a rule, in stock and ready for delivery; this does not mean that they will always be in stock in our Runningstore in Ansfelden, Austria. In the rare case that an item becomes unavailable after we have accepted and confirmed your order, we guarantee that we will notify you immediately and arrange for it to be restocked as quickly as possible provided that the manufacturer still has it in stock. We will let you know as soon as possible after finding out that your selected item is not available.
Can I order my running shoes and other items from on your marks without setting up a new account?
You can only place orders by setting up an account, which is done automatically when you place your first account. This account contains only that information we required to process your order; any other information you provide is voluntary.
What is the benefit to having an account?
A personal account lets you track orders, store items in your shopping basket, manage different addresses, create, track and manage returns, and much more. In addition, you can also conveniently create follow-up orders directly from your previous orders without having to find the items and placing them in the basket. In short, a customer account offers more service and comfort and saves you time.
How can I delete my account?
Just drop us a short message to the email listed in our contact details and we will then delete your account and all data we have stored about you (except for data directly connected to your previous orders, which must be retained for certain periods based on the law).