Our service to you!
You are close to our hearts and that’s why we strive to offer you the very best service. 15 seamstresses work at our site in Schwabmünchen, carrying out repairs using original materials or any alterations you may require. You can also contact us by phone or email if you need help with your request. Our Schöffel Service Factory offers you a unique level of service.
Product advice
If you need any advice on our products, you can contact us by email at service-factory@schoeffel.de at any time.
Would you prefer to get some product advice locally? Your nearest Schöffel LOWA store is not far away. Use our Store-Finder to find the nearest Schöffel LOWA store to you.
At the following Schöffel LOWA stores you can book your half-hour appointment online to get some personal product advice or have your feet measured and get some advice on footwear:
- Bayreuth
- Berlin
- Düsseldorf
- Frankfurt
- Goslar
- Hamburg
- Ingolstadt
- Innsbruck (AT)
- Karlsruhe
- Kassel
- Mainz
- Oldenburg
- Passau
- Regensburg
- Schwabmünchen
- Straubing
- Stuttgart
- Todtnau
- Vösendorf SCS (AT)
- Wien Donau Zentrum (AT)
- Wiener Neustadt (AT)
- Wiesbaden
Claims
Is your product faulty, damaged or does it have a defect? We are very sorry that you have cause for complaint and would be happy to inspect your goods.
What do you need to do?
- Contact the retailer who sold you the product.
- Please clean your product before handing it over to your retailer. We reserve the right to charge you for cleaning goods that are dirty.
- Please provide your receipt. This serves as proof for your statutory 2-year warranty.
- The goods will be sent by your retailer to our service department.
- We will process your claim within a few days and check whether it is possible to repair or offer an exchange if a repair is not possible.
- We will stay in touch with your retailer, who will inform you when the claim has been dealt with.
If it's not possible to send in the product via a retail partner, you can find out how to proceed under SENDING ITEMS DIRECTLY.
Repairs (repair service)
Is your item of clothing damaged? Then we’ll do our best to repair it for you. This alternative is all too often overlooked in today’s throw-away society. Repairs not only ensure your “favourite item” will live to tell another story, they also mean you are protecting important resources and making a positive impact on the environment.
What to do:
- Contact the retailer who sold you the product.
- Please clean your product before handing it over to your retailer. We reserve the right to charge you for cleaning goods that are dirty.
- Please provide your receipt. This serves as proof for your 2-year warranty.
- The goods will be sent by your retailer to our service department.
- We will process the goods within a few days, check whether it is possible to repair and send a cost estimate to your retailer, who will discuss the costs with you. We reserve the right to carry out repairs costing under €25 gross without further consultation
- We will process your repairs within a few days and send the repaired item back to your retailer.
- We will stay in touch with your retailer, who will inform you when the claim has been dealt with.
If it's not possible to send in the product via a retail partner, you can find out how to proceed under SENDING ITEMS DIRECTLY.
What is not repairable?
Unfortunately, lasting repairs cannot be made in the case of damage to large areas of the membrane or taped seams that have come apart.
How long do the repairs take?
The average time taken for repairs is five days from receipt of the product. During busy periods and for complex repairs, it may take a little longer.
If you have any other questions, please contact us here.
Alterations (alterations service)
Do you need alterations? Are the sleeves too long or the legs of your pants too short? We would be happy to lengthen or shorten your product at your request for a reasonable price!
What to do:
- Contact the retailer who sold you the product.
- Please clean your product before handing it over to your retailer. We reserve the right to charge you for cleaning goods that are dirty.
- Please provide your receipt and mark the required alternation clearly. (Your retailer should be able to help you with this)
- The goods will be sent by your retailer to our service department.
- We will process the goods within a few days and send a cost estimate to your retailer, who will discuss the costs with you. We reserve the right to carry out repairs costing under €25 gross without further consultation.
- We will process your alternations within a few days and send the altered item back to your retailer.
- We will stay in touch with your retailer, who will inform you when the claim has been dealt with.
Bei weiteren Fragen kannst du uns gerne hier kontaktieren.
If it's not possible to send in the product via a retail partner, you can find out how to proceed under SENDING ITEMS DIRECTLY.
Is it possible to alter the width?
Changes to the width or complete changes of size are not carried out as these are not cost-effective.
If you have any other questions, please contact us here.
Replacement parts
Do you need a new zip pull or similar replacement part? We are happy to provide replacement parts for your Schöffel clothing as a free service. Just give us a call or send us an email!
Sending items directly
Your request is important to us. To ensure that it is dealt with quickly, we are happy to offer direct processing via us as the manufacturer. However, in the event of a claim, we only have restricted options available for providing a solution, such as repairs or replacement. We cannot provide a credit note, for example, since these are linked with your contractual partner, the retail outlet where you purchased the product.
What to do:
- Send us an email toservice-factory@schoeffel.deor contact us using our contact formhere.
- We would be happy to discuss the next steps with you.
Cleaning service / waterproofing service
You can find information on the cleaning service provided by our partner Meyer und Kuhlhere.
Care instructions
To ensure you can continue to enjoy your Schöffel clothing for a long time, it’s important to clean and care for it properly. Our care instructions will tell you how to wash and clean clothing made of materials like softshell, GORE-TEX® or down. We recommend that the item of clothing with contact with the skin (Shirts etc.) is washed before being worn for the first time. Please also pay attention to the care label inside your jacket, pants or shirt.
General care instructions
Wash often using a small amount of detergent rather than using a lot occasionally.
a) Preparing the product for washing:
- Follow the instructions on the care label
- Empty the pockets
- ZipIn! products: separate the parts and wash them separately
- Fasten zips, velcro fastenings and press studs
- Turn the product inside out
- Never use any conditioner
- Rinse thoroughly
b) What is the gentle cycle?
The term “gentle cycle” is used to describe a wash cycle with a slow spin speed and low temperature. Washing machine manufacturers use various terms such as “easy care” and “delicates”. Please ensure that the spin speed and temperature are set to low in the relevant program and adjust them manually if necessary.
c)Bleach:
Functional textiles should not be bleached, since this can damage the material. Stubborn stains can be treated before the wash cycle using liquid gall soap.
d) Dry cleaning:
Functional textiles should not be dry cleaned, unless this is expressly permitted on the care label.
e) Detergent:
For cleaning your functional textiles, we recommend using a special detergent, which is 100% free from fabric softener. These usually come in the form of a concentrate and so you won’t need to use much detergent. Both of these aspects help to protect the environment and care for your product professionally.
Functional textiles with membrane
a)Washing functional textiles with membrane (e.g. Venturi, GORE-TEX®, DERMIZAX®, GORE® WINDSTOPPER®)
Please follow the general care instructions (see above), as well as the care instructions on the care label inside your product. No fabric conditioner should be used for membrane clothing. It’s best to use a special detergent, which you can buy from specialist sports shops. Wash your product on a gentle cycle at the temperature indicated on the care label. Never wash your clothes at a temperature higher than 40° C. Rinse your product thoroughly to remove any detergent residue.
b) Drying functional textiles with membrane:
Please follow the general care instructions on the care label inside your product. Unless instructed otherwise on the care label, your item of clothing can be put in the tumble dryer for about 20 minutes at a low temperature (please follow the tumble dryer manufacturer’s instructions for the best program to use). Otherwise, leave the product to air dry. The drying cycle can also be used to refresh the waterproofing if this is still available or has been reactivated.
c) Waterproofing functional textiles with membrane:
Your functional clothing should be waterproofed as soon as the water-repelling effect is no longer working.
Waterproofing options:
- Waterproofing spray for textiles:
Spray your jacket when it's still damp and let the waterproofing take effect for 1-2 minutes. - Wash-in waterproofing:
Add the amount of waterproofing agent specified by the manufacturer to the fabric conditioner compartment of your washing machine and wash the product as specified.
d) Reactivating the waterproofing:
Unless instructed otherwise on the care label, your item of clothing can be put in the tumble dryer for about 20 minutes at a low temperature (please follow the tumble dryer manufacturer’s instructions for the best program to use). Otherwise, leave the product to air dry.
Functional textiles without membrane
a) Washing functional textiles without membrane, (e.g. fleece, PrimaLoft®, softshell, Ventbreak, except down!)
Functional textiles should always be washed without any fabric conditioner and using a special detergent, which you can buy from specialist sports shops. Please observe the temperature indicated on the care label and never wash at above 40° C. After washing, spin the product on a slow spin cycle.
b) Drying functional textiles without membrane
Please follow the general care instructions on the care label inside your product. Unless instructed otherwise on the care label, your item of clothing can be put in the tumble dryer for about 20 minutes at a low temperature (please follow the tumble dryer manufacturer’s instructions for the best program to use). Otherwise, leave the product to air dry. The drying cycle can also be used to refresh the waterproofing if this is still available or has been reactivated.
c) Waterproofing softshell jackets – other textiles without membrane should not be waterproofed.
Your functional clothing should be waterproofed as soon as the water-repelling effect is no longer working.
Waterproofing options:
- Waterproofing spray for textiles:
Spray your jacket when it's still damp and let the waterproofing take effect for 1-2 minutes.
- Wash-in waterproofing:
Add the amount of waterproofing agent specified by the manufacturer to the fabric conditioner compartment of your washing machine and wash the product as specified
d) Reactivating the waterproofing:
Unless instructed otherwise on the care label, your item of clothing can be put in the tumble dryer for about 20 minutes at a low temperature (please follow the tumble dryer manufacturer’s instructions for the best program to use). Otherwise, leave the product to air dry.
Functional textiles made of natural fibres
a) Washing functional textiles with down
Unless specified otherwise on the care label, wash your down product at 30°C on a gentle cycle, using a special detergent for down. Rinse your product thoroughly to remove any detergent residue.
Good to know:
Our down jackets are filled with white or grey duck down and feathers from ducks that are bred for the food industry (but not for foie gras production) and not plucked while still alive. We only purchase down from certified suppliers. Down has a very high warmth to weight ratio at 30°C on a gentle cycle, using a special detergent for down. Rinse your product thoroughly to remove any detergent residue.
b) Drying functional textiles with down
Please also follow the instructions on the care label sewn into the product. To restore down products to their full volume after washing, they must be dried in a tumble dryer. Put 2-3 tennis balls in the tumble dryer with the clothing. If the outer fabric dries but the down is still damp, add a damp towel to extend the drying cycle.
c) Washing textiles made of natural fibres (e.g. merino)
Unless specified otherwise on the care label, wash your product on a gentle cycle at 30°C, using a special detergent. Rinse your product thoroughly to remove any detergent residue.
d) Drying textiles made of natural fibres
Please follow the instructions on the care label. Unless instructed otherwise on the care label, your item of clothing can be put in the tumble dryer at a low temperature (please follow the tumble dryer manufacturer’s instructions for the best program to use).
