FAQ
Everything You’ve Always Wanted to Know About Salamander
Salamander is continuously evolving. Starting in 2025, the traditional brand will present itself in a fresh way, offering even more comfort and lifestyle. Be inspired and look forward to what’s coming. Salamander is putting a clear focus on its own shoe collection to create the best products for you – combining greater comfort with modern, timeless designs that are built to last.
With our new mono-brand approach, we’re enhancing your brand experience even further. This means that in our webshop, you’ll find only Salamander-branded shoes in the future.
To make sure you don’t miss any important updates, we recommend signing up for our newsletter. Stay in the loop and get all the latest news delivered straight to your inbox. You’ll receive exclusive information about the opening of our new online shop, the official sales launch, as well as special promotions and offers. Sign up HERE for our new newsletter and secure a 15% discount on your next order.
If you have any questions, our customer service team is always here to help.
Customers who placed their orders before January 2025 can still return items within 30 days of receiving them via the previous return process. If you have additional questions, our customer service team will be happy to assist.
With our transition, some things have changed, and unfortunately, the old wishlists are no longer available. We understand how handy those lists were and that this might be disappointing. We ask for your understanding and can’t wait to delight you with new, improved features soon!
The Salamander brand is currently being developed under a new company to offer you an even better digital shopping experience. As a result, Shoe-Cards and their associated points can now only be used and redeemed at local Salamander Friends stores. Unfortunately, they will no longer be accepted in the webshop moving forward.
Shipping & Delivery
We deliver within Germany and to Austria.
What shipping methods are offered?
All packages are shipped as standard delivery via DHL GoGreen.
Unless stated otherwise on the specific product page, you will receive your order within 1–3 business days in Germany and within 5–7 business days outside Germany. Please note that deliveries are not made on Sundays or on public holidays.
Make sure that your address details are entered correctly in the order form at checkout, including your house number, so all necessary information appears on the shipping label.
If you want to select a DHL Packstation as your delivery location, remember to include your Post number. Without it, the courier cannot deliver your package.
We deliver all parcels within Germany and Austria free of charge, quickly and reliably with our partner DHL GoGreen.
Please note that shipping costs are non-refundable for returns, as the service has already been provided.
If this happens, please email us at service@salamander.de with your order number, name and the correct address. We will do our best to update your shipping address as quickly as possible. However, if the shipping process has already started, we will not be able to stop the delivery.
Due to the recent changes, we no longer offer a Click & Collect option through our webshop. Orders can only be placed via regular shipping.
Payments
We offer the following payment methods for your orders:
Kreditkarte (Mastercard, Visa, Maestro, American Express, Union Pay (Shopify Payments), PayPal, Klarna (Mollie), iDEAL (Shopify Payments), Bancontact (Shopify Payments), Apple Pay (Shopify Payments), Google Pay (Shopify Payments), Shop Pay (Shopify Payments) und Trustly.
Once you have completed your order, you will receive a shipping confirmation along with your invoice via the email address you provided.
Unfortunately, it is not possible to change the invoice after your order has been completed.
Please note that the processing of returns and refunds can take at least 3–5 business days. Only after this period will your invoice be updated.
If you have already paid for or returned your items but still received a payment reminder, please email our customer service: service@salamander.de team with your order number, name and the tracking number of your return.
Discount Codes
If you have a discount code, you can redeem it in the checkout area by entering it in the discount code field. The discount will be directly applied to your purchase.Please ensure that you enter the code exactly as it appears, paying attention to capitalization and avoiding any extra spaces.
After entering your details in the newsletter sign-up portal, you will receive a confirmation email. Once you confirm your email address, you will be directed to your 15% newsletter discount code.
Make sure you’ve provided your email address and that the discount code hasn’t already been used. If you’re still experiencing issues, please contact our customer service team. We’re happy to assist!
Orders
You will first receive an order confirmation via email, followed by a shipping confirmation, which includes your tracking number.With this tracking number, you can check the exact status of your order online on the DHL website. If you have not received either an order confirmation or a shipping confirmation, please contact our customer service team. We’re here to help!
If you completed your payment process but didn’t receive an order confirmation, simply reach out to our customer service team. We’ll gladly check the status of your order for you.
Once you’ve created a customer account, you can view all orders placed from February 2025 onwards.
Unfortunately, once your order has been placed, it cannot be canceled or modified, as the packaging and shipping process begins immediately.
We have no direct influence on DHL’s delivery process. It’s possible that DHL could not locate your address, for example, if it was incomplete. In such cases, the package is automatically returned to us and you will receive a refund.
When checking out, ensure your address details are entered correctly in our order form, including your house number, so that all necessary information appears on the shipping label.
If you’re selecting a DHL Packstation as your delivery location, remember to include your Post number. Without it, the courier cannot deliver your package.
Returns and Complaints
For orders placed from February 2025 onwards, you can return your items within the 30-day return period. The only requirement is that the shoes must be unworn and purchased from our current webshop.Customers who placed orders before January 2025 can still return their items within 30 days of receipt via the previous seller.
To return your shoes, register your return through our webshop. You’ll find our return portal under Returns. There, you can download your return form and shipping label.
No, an account is not required. You only need your order number and the email address used for the order. Enter this information in our return portal to download your returnform.
Yes, returns are free of charge.
Direct exchanges are unfortunately not possible. However, you are welcome to return your shoes and place a new order.
Once we’ve received and processed your return, you will receive a refund. You can check the status of your return at any time online using the tracking number from your return documents.
We adhere to the 14-business days refund period. After your return is processed, you’ll automatically receive your refund. Please note that processing your return might not happen on the same day and the refund could take 3–5 business days.
If you notice any issue in your shoes, please send an email to our customer service team with your order number, name and the following photos: service@salamander.de
- Both shoes photographed from above
- Both shoes photographed from below (soles)
- A close-up photo of the issue/damage
We will review your information and provide a solution as soon as possible.Please note that wear-and-tear caused by regular use is not grounds for a complaint and worn shoes cannot be returned.
We’re sorry the product did not meet your expectations. However, we cannot process
returns or complaints for purchases made through other retailers. Please contact the retailer where you purchased the shoes for further assistance.
We process returns within 14 business days.
Once we’ve accepted your return, you will receive an email confirming your refund. If you purchased your shoes with Klarna Pay Later, the refund amount will reduce your outstanding payment. If you’ve already paid for the item, the refund will be sent to the account used for the original payment.
My Customer Account
Everything is new. Since the webshop now runs on a new platform, you’ll need to create a new customer account as your old one no longer exists. To do this, go to the top bar of our website and click on the account icon in the upper right corner. Then select "New Account" to complete the process.If you experience any further issues, our customer service team is happy to help.
You can create a customer account either during the checkout process or by clicking on the account icon in the upper right corner of our website at any time.
To delete your customer account, please provide us with your full name and the email address associated with the account. Send an email: service@salamander.de to our customer service team with these details, and we will deactivate your account as requested.
If you’ve forgotten your password, click on "Forgot Password" under the login field. Follow the steps to reset your password. If you face any issues, our customer service team is ready to assist.
The Salamander brand is currently being redeveloped under a new company to offer you a better shopping experience. As a result, Shoe-Cards and their associated points can now only be used and redeemed at local Salamander Friends stores. Unfortunately, they will no longer be usable in the webshop.
Additional Information
You can sign up for our newsletter during the checkout process or in the “Subscribe to Newsletter” section at the bottom of our website. Once you’ve completed your registration, you’ll receive a 15% discount code for your next order.Alternatively, you can also subscribe at checkout by selecting the option “Receive updates and benefits via email.” Or secure your 15% discount right now by signing up here.
If you’d like to unsubscribe, send us your name and the email address used for the newsletter. We’ll remove you from the mailing list.For a quicker option, simply click on the unsubscribe link at the bottom of any of our newsletters.
As an online-only retailer, we sell our shoes exclusively through our webshop and do not operate any physical stores.
Salamander has evolved and comes out in a new light, with exciting new designs and collections. As part of this shift, we are no longer a multi-brand platform and the “Salamander Kids” line will no longer be available in our webshop.
We’re sorry that the product does not meet expectations. However, we are unable to process returns or complaints for purchases made through other retailers. Please contact the store where you purchased the shoes for further assistance.