This Shop FAQ answers practical questions about ordering, payment, shipping, customer service, returns and complaints in the Hoopomania online shop. It does not replace Hula Hoop buying advice, training guidance or the legally required information pages.
Important: Please check your order, delivery and billing details carefully before submitting your order. In many cases, changes cannot be made afterwards; if you notice an error, contact us immediately.
Orders can only be placed through our online shop. This ensures that products, options, delivery address, payment method and order confirmation are recorded correctly. Thank you for understanding that we cannot create orders by phone or email.
There may be several reasons: the message may be in your spam folder, the email address may have been entered incorrectly, checkout may not have been completed, or the order may not have reached us successfully. If you are unsure, contact us via our contact page and provide your name, the email address used and, if possible, the approximate time of the order.
No. Products cannot be added to an existing order afterwards. Please place a new order for the additional item. If the original order is incorrect and has not yet been processed or shipped, contact us so that we can check whether it can be cancelled and placed again correctly.
No. Separate orders cannot be merged into one order. If processing or preparation for dispatch has not yet started, it may be possible to cancel an existing order. You can then place a new order containing all the products you require.
The payment methods available for your order are shown at checkout. They may include bank transfer, PayPal, credit card, Klarna invoice or instalment payments, Apple Pay and, depending on the country, other online payment methods. The options displayed at checkout are always decisive. You can also find an overview on our payment options page.
No. The payment method cannot be changed afterwards. If you would like to use a different method and the order has not yet been processed or shipped, contact us. We will check whether cancellation is still possible so that you can place a new order using your preferred payment method.
Bank transfers are checked regularly and assigned automatically when the correct payment reference is provided. Always include your name and order number with the transfer. If this information is missing or incorrect, manual allocation may be necessary and processing may take longer. For PayPal, credit card, Klarna or online bank payments, payment verification is generally handled directly by the relevant payment provider.
If no payment is received, the order is cancelled automatically after a few days and the products are released for other customers. If you still want the items, please place a new order.
According to our current shipping information, fully paid orders received by 2:00 p.m. on working days from Monday to Friday are dispatched the same day. Unless a different period is stated in the product description, delivery normally takes 1 to 3 working days within Germany and 3 to 10 working days abroad. Full, up-to-date details are available under shipping options.
We currently ship with DHL, GLS and DPD. The shipping methods available for your order are shown during checkout and on the shipping options page.
Yes. A tracking number or tracking link is sent automatically with or around the time of the dispatch notification.
A tracking status may remain unchanged for several reasons, such as a delayed scan update by the carrier. We have no direct influence over scanning and transport processes at DHL, GLS or DPD. First check the tracking information and contact the carrier if necessary. If the matter still needs clarification, write to us via our contact page; where possible, we can also ask the carrier for an update.
The next steps depend on the carrier and the specific delivery notice. First check the tracking details, notifications and any collection deadline. Depending on the situation, the carrier may be able to help directly. If the parcel is returned to us or you cannot resolve the matter, contact our support team.
Once the parcel has been returned to us, it can generally be shipped again. The customer bears the cost of the new shipment. Payment is made through our service item. Enter the ticket number or reference we provide in the field 'Agreed service / ticket number' and complete the order. We will tell you which amount or option to select for the new shipment in your specific case.
Yes, provided you select DHL as the shipping method. A Packstation address cannot be used with the other carriers. Please enter the Packstation number and your postal number completely and correctly.
If a parcel is returned because the delivery address is incorrect, incomplete or undeliverable, we will notify you. Reshipping is normally possible only after the address has been clarified and the additional shipping costs have been paid. Payment can be made through our service item. Enter the ticket number or reference we provide in the field 'Agreed service / ticket number' and complete the order. Please make sure that the corrected delivery address is complete and accurate.
The delivery address and email address cannot be changed afterwards. If you notice an error, contact us immediately. As long as the order has not yet been processed or shipped, it may be possible to cancel it so that you can place a new order with the correct details.
Invoices cannot be changed. The invoice details are taken from the information supplied with the order, so please check them carefully before submitting it. If you notice an error, contact us immediately. Before processing begins, it may be possible to cancel the order and place it again with the correct details.
Contact us as quickly as possible via our contact page and include your order number. Cancellation is only possible while the order has not progressed too far in processing and has not been shipped.
Depending on the order type, payment method and current processing status, a cancellation that has already been initiated may still be reversible if the shop system allows it. This is not possible in every case. Contact us as quickly as possible and provide your order number. We will check whether the order can still be reactivated or whether a new order is required.
An order may be cancelled, for example, if no payment is received or a transaction cannot be completed. If you do not understand why your order was cancelled, contact us and provide your order number.
After cancellation, the refund is initiated through the original payment method. The time it takes for the amount to appear in your account varies depending on the payment method, bank or payment provider.
Report the case via our contact page. Attach clear photos of the affected area, provide your order or invoice number, and describe as accurately as possible when you noticed the damage and how you believe it may have occurred.
We need clear photos of the affected area. If you suspect transport damage, also photograph the outer packaging, including the box and any dents, tears or other visible marks on the parcel.
A return label is not provided automatically for every return. If you exercise your right of withdrawal, you generally bear the return shipping costs. If you report damage or a defect, we assess the case using your description and photos. We will then tell you whether the item must be returned and which return procedure to use.
There is no single answer for every case. Some issues can be assessed from photos, while in other cases the complete item must be returned. Please do not send the item back without prior instruction; wait for our response first.
If damage may have occurred during transport, photos of both the item and the packaging are important. Photograph the outside of the box and any damaged or dented areas. Without photos of the packaging, assessing transport damage is often more difficult.
This type of damage can result from contact with a wall, floor, table, chair, cupboard, asphalt or another hard surface. Send us photos of the affected area and a brief description. Damage caused through use, collision or dropping is generally not a product defect; we assess the specific case on the basis of the information you provide.
Send us photos of the affected area and tell us when you first noticed the damage. Contact with hard surfaces, dropping or collisions can leave scratches, abrasion or scuff marks on tape and decorative films. We assess from the photos and your information whether the issue qualifies as a complaint.
Send us photos of the broken connector and, if possible, the other connectors as well. Include your order or invoice number and explain when you noticed the damage. Please do not return the hoop without prior instruction; wait for our response first.
If you want a different product, size, colour or version, please place a new order. For a return or complaint, follow the information under complaints and returns or contact us with your order number.
If we receive an item that does not belong to your order or was not supplied by Hoopomania, we will notify you. It cannot be refunded as a regular return. Returning or collecting the item must then be arranged individually. Any shipping or label costs incurred through an unauthorised return may be charged.
The right of withdrawal may be excluded for goods that are not prefabricated and are made according to your individual choice or specification, or are clearly personalised to your needs. This can apply, for example, to tubing cut to size or made-to-measure products. Whether the exclusion applies depends on the actual product and its specific description. Further information is available in our Terms and Conditions and cancellation policy. Contact us before returning an item if you are unsure.
If you return only part of an order, the refund may depend on the specific order circumstances. If you have questions, contact us in advance and provide your order or invoice number so that we can assess the case.
Contact us if the service pages do not answer your question or if you need us to examine a specific order, delivery, payment or complaint. Please use our contact page.
Please provide your order number, invoice number, name, the email address used and a brief description of the issue. For delivery or complaint cases, clear photos and relevant tracking information are also helpful.
