Customer service
FAQ - Frequently Asked Questions
CUSTOMER SERVICE
I have questions or need advice. Where can I find help?
Our customer service will be happy to help you.
You can reach us Mon – Fri from 08:00 – 17:00 by telephone on 0731 – 140 71 0.
Or simply send us a message using our contact form.
I have a marketing or press request. Whom can I contact?
Thank you for your interest in E.COOLINE! You are welcome to send your request by email to info@pervormance.de.
PRODUCT
How cool is cooling clothing?
Due to the heat generated by our body, the water molecules bound on the fibers of the 3D-COOL material evaporate so effectively, thus creating a comfortable temperature of 16 – 20°C with a cooling capacity of up to 660 watts/liter.
How do I activate cooling clothing?
1. MOISTURIZE
Let water run evenly over the “padded” part of the product (approx. 3 seconds per side)
2. DRY
Wrap the E.COOLINE product in a towel (also paper towel) under light pressure and dry the outer material.
3. DRESS
… and enjoy hours of cooling.
What makes the high-tech fleece Cooline SX3 so special?
The high-tech nonwoven COOLINE SX3 has the property of binding 10 times its weight in water within seconds inside the 3D material and storing it firmly directly on the 3D fibers.
This creates an enormously large surface area of water molecules, which is able to be highly active in any heat situation and at the same time pleasantly cool. No water droplets or condensation form under pressure; the water escapes exclusively through evaporation.
Therefore, the product is dry in 1-2 minutes by briefly rolling it in a towel and can be worn immediately.
How long does cooling clothing keep cold?
Due to the physical principle of evaporative cooling, E.COOLINE cools more at higher temperatures and less at lower temperatures. The cooling time depends on this.
This means: that the hotter it is, the more evaporates and the sooner the product has to be reactivated. However, the COOLINE SX3 material stores so much water that you can normally get through the whole day dry and cool.
The products therefore cool as long as water is present in the material. But the “reactivation” also takes only seconds.
How do I wash cooling clothes properly?
E.COOLINE is washable, unlike most cooling textiles. Please wash your cooling clothes separately, at 30°C in wool or hand wash cycle. Please do not spin refrigerated garments or only spin them on the lowest spin cycle. Please make sure to use the right detergent.
Use simple or pH-neutral detergents without color or fiber protection so that your cooling garments retain their function and shape for a long time.
We recommend these detergents:
- DEOXX, EcoWash
- TOKO, EcoWash
- Denkmit, Fein- und Wollwaschlotion Ultra Sensitive
- Perwoll, Sport Aktiv Pflege
E.COOLINE stays hygienically clean not only by hand or in the washing machine. Industrial washing for companies is also possible. Ask us.
How long does the product last? When do I need to change the cooling clothes?
Our cooling functional clothing is used by many companies for several years before any loss of function due to wear and tear can be detected. Based on our experiences and customer feedback, the value is around 300 washes.
It is also important that the product is washed correctly (30°, no spinning) and that the correct detergent (without color and fiber protection) is used.
Want more info on proper care and detergent tips? You’re welcome – you can find these under “How do I wash cooling clothes correctly?”.
Does the vest contain small beads that get bigger when wet?
No, the technology consists of a 3D fleece that is capable of absorbing 10 times its weight in water and releasing it only through evaporation. The water is thus bound in the material and escapes exclusively by evaporation; it cannot be squeezed out. Therefore, the product is dry in 1-2 minutes by briefly rolling it in a towel and can be worn immediately.
VOUCHERS
I forgot to redeem my newsletter voucher?
The voucher cannot be used for orders that have already been placed and cannot be combined with other promotional vouchers.
Vouchers for newsletter registration can only be used by end consumers and can only be redeemed once per person and order.
Where can I find gift vouchers?
Of course, we also offer gift vouchers for purchase. You can order the voucher like a normal item in our shop and receive it by post a few days later.
COMPLAINTS
I have a defective item, what do I do?
If your item was delivered damaged or faulty, please call or email us. We’re here to help:
Telephone: 0731 – 140 71 0
E-mail: info@pervormance.de
If you have had the item for some time and it has unfortunately broken or you need spare parts, we are of course also there for you:
Phone: 0731 – 140 71 0
E-mail: info@pervormance.de
If your item needs to be sent in for inspection, we ask for your understanding that this may take some time.
Please return items that have already been worn to us in a washed condition. Thanks very much!
I received an item that was different from what I ordered. What do I have to do?
If, despite our careful quality control, you have received an incorrect product, please return the incorrectly delivered item to us with a note on the return slip. Of course, you will receive a prepaid return label from us for the return. Please contact us for this via the contact form.
Please note on the return slip if you would like an exchange or refund. You can also conveniently download and print the return slip HERE.
RETURNS/EXCHANGES
Can I return goods if I don't like them or don't fit? Where can I get a parcel stamp? How should the return shipment be packed?
Are the shipping costs reimbursed for a return?
If you, as the end consumer, return all items in an order, the normal shipping costs will also be credited.
The surcharge for any special shipping you have chosen (e.g. express shipping) must also be paid when returning an item.
Can I return multiple orders in one package?
Of course you can send items from several orders back to us in one package. Simply pack all the items you want to return in a package and add all the completed return slips.
What happens to the return?
The majority of returned items are carefully checked by our returns department and can then be put back on sale. Only a small part of all returned items can no longer be offered as new. We use these products as sample goods.
Can I exchange items?
How long does it take for my return to be credited? When will my return be refunded?
Once your return has been processed, the purchase amount will be refunded to you in the same way you paid. Generally, our returns center processes your return very quickly (approx. 2 days after receiving the shipment). In exceptional cases (e.g. complaints or in high season) processing can take up to 10 days.
I received an item that was different from what I ordered. What do I have to do?
I lost my return form, where can I get a new one?
You can download the return form HERE as a pdf, print it out and enclose it with your return.
Why do you have to pay shipping costs and returns yourself?
Delivery and shipping
Has my order already been shipped?
After handing over the package to DHL, we will send you a shipping confirmation including a DHL tracking link to your package by email. If your desired item is in stock, we will ship immediately after we receive your order. It usually only takes 2-4 working days for the package to arrive to you.
When will my order be shipped?
If the desired item is in stock, we will ship immediately after receipt of the order. It usually only takes 2-4 working days for the package to arrive to you. Of course, this depends on the order volume. In high season (i.e. when temperatures are high) shipping may be slightly delayed.
Please also note that our logistics are closed on weekends and orders received on Friday evening cannot be processed until Monday.
Which countries can delivery be made to?
We can deliver to many countries in Europe and the world. You can find a list of the delivery countries that can be selected in the shop as well as the shipping costs on our Shipping & Delivery page.
How much are the shipping costs?
The amount of shipping costs depends on where the package is to be delivered. As an overview, we have summarized the different shipping costs HERE.
Why do I have to pay shipping costs and returns myself?
Shipping as well as returns are not free of charge with us, we will gladly explain why:
There are studies about the fact that people are more conscious, sustainable and environmentally aware when you have to pay the postage yourself.
Most stores offer free return shipping, which leads to very high return rates and thus high CO2 emissions. When we charge shipping costs, we deliberately reduce order volume, sales, and thus automatically our profit.
We have deliberately decided against postage-free delivery as well as free returns, as our company has already been climate-neutral since 2013 and we would like to work as climate-friendly as possible. As a developer and producer of cooling apparel, we don’t want to fuel climate change any further. That’s why we try to turn all the screws we can to keep our carbon footprint as low as possible. This includes upcycling fibers, hardly any flights, renewable energy and ensuring climate-friendly shipping and much more. And we offset the rest through social climate projects with internationally recognized standards.
Can I have my order sent to a different address?
That’s not a problem: you have the option of specifying a delivery address or packing station that differs from the billing address during the ordering process.
I have placed several orders. Can orders be combined?
As long as the orders have not yet been shipped, we can arrange a consolidation. The best way to do this is to contact our customer service by phone at +49 731 140 71 0
How can I change the delivery address?
As long as your order has not yet been shipped, the delivery address can be changed. Please contact our customer service as soon as possible.
ORDER
Is the item I want available in a specific color or size?
In our online shop, after selecting the desired color and size, you can immediately see which variant of the item is still in stock. Simply select your desired variant.
I need an individual offer for my company/my health insurance company/my organization/... What do I have to do?
We would be happy to make you an individual, non-binding offer. To do this, send us your request using our contact form and tell us the item you want (including the color, size and required quantities). Your complete data is also important, such as: first name, last name, name of the company/club/…, street, zip code, city, email, telephone number and contact person. You will receive the offer by email as quickly as possible.
I received an item that differed from the one I ordered. What do I have to do?
I have various product questions before placing my order. Where can I find help?
In our FAQ you will find numerous answers under the “PRODUCT & TECHNOLOGY” tab.
Can’t find the right answer? Then we look forward to hearing from you via our numerous contact options.
Can I cancel/change my order afterwards?
We can cancel or change your order as long as the goods have not been shipped. Please contact us as soon as possible with your cancellation or change request.
PAYMENT
What payment options are there?
You can find an overview of the possible payment methods here. The payment methods available for your purchase will be displayed to you during the ordering process.
Where can I find my invoice?
We will send the invoice summarizing your order separately by email. If you can no longer find your invoice, we will be happy to send you a copy by email. Please contact our customer service.
Which payment method can I use to receive my order as quickly as possible?
Orders with the payment method invoice (via Paypal Plus or Klarna), Amazon Pay, Paypal, credit card, debit card and invoice (business customers) can be processed by us immediately.
If you pay in advance, shipping will take place after receipt of your payment.
Where can I find transfer and payment information?
If you choose to pay in advance, we will send you an email with all relevant payment information after completing the order. If you can no longer find the email, we will be happy to send you a copy by email. Please contact our customer service.
When paying by invoice, processing is carried out via Klarna or PayPal Plus. The invoice amount will not be transferred to us.
Questions still open?
We are here for you.
You can find our numerous contact options HERE.
