Frequently Asked Questions
🧤 GloveBag
Is hand washing more thorough than machine washing?
No. Compared to machine washing without a GloveBag, hand washing has been the best compromise so far for keeping your gloves' grip intact as long as possible.
Hand washing with a goalkeeper glove cleaner is gentler on your glove foam, but it doesn't reliably flush out dirt. Over time, this leads to a slightly yellowish discoloration of the latex.
Do goalkeeper gloves get ruined in the washing machine?
Yes. Without the protective GloveBag, the washing drum will shred your gloves' grip in the spin cycle — like Swiss cheese.
Inside the GloveBag, over 1,000 microfiber fingers clean super gently and protect the grip, while the dirt gets reliably rinsed away.
Does regular detergent damage the latex?
Yes. Regular laundry detergents almost always contain aggressive chemicals like bleach, alcohol, or fragrance that attack the latex on your goalkeeper gloves. The result: brittle, dry latex.
Which detergent should I use?
Best option is GloveWash – developed specifically for goalkeeper gloves and machine washing. It contains no harsh chemicals and also conditions the delicate latex.
Alternatively, you can use an ultra-sensitive delicate detergent, which is typically free from harmful ingredients like bleach as well.
Fun Fact: Your printed sportswear will thank you for mild detergent too.
How often should I wash my gloves?
As often as needed, but not necessarily after every use. The important thing is to wash your gloves when they're visibly dirty and on a regular basis, so dirt doesn't get a chance to set into the latex.
🛍️ Order
How do I cancel my order?
You can find all the details on our return policy in our cancellation policy.
How do I change or cancel an order?
You can cancel your order up to 30 minutes after it's placed. Just reach out to our support team to do so.
After the cancellation, you can place a new order.
If you're no longer able to apply a discount code, feel free to contact our support team once you've received your order — we'll refund you the difference afterwards.
I received an item I didn't order
You received the wrong item?
Please contact our support team with your order number and the incorrect item. We're happy to sort it out!
I received a damaged package.
We're sorry to hear your package arrived damaged.
Are the items you ordered still intact?
Good news! If you'd still like to return something, just use any packaging you have on hand for the return shipment.
We hope you understand that we're unable to replace damaged packaging materials.
Was an item damaged in transit or is something missing?
Please reach out to our support team with your order number and, ideally, send us photos of the packaging and the damaged product right away. We'll be happy to sort it out.
Why was my order cancelled?
Sorry if your order was ever cancelled by us. Sometimes an item is already sold out but still shows as available in the shop.
If an item is particularly popular, it may have sold out just before you completed your order. In very rare cases, our system can't update in time, which means the order has to be cancelled after the fact.
If the item is sold out, we're sorry about that. In that case, you can set up a stock notification on the product page.
As soon as the item is available again, we'll send you an email notification.
Will I be charged if an order is cancelled?
Of course you don't have to pay for items that were cancelled. The amount will be refunded to you right away.
Can I combine discount codes?
No. Discount codes can't be combined with each other.
🚐 Shipping & Delivery
When will my order arrive?
Your order gets packed and shipped the same day.
Within Germany, delivery usually takes 1–3 business days.
International deliveries may take longer depending on the destination country. Exact delivery times are shown during checkout.
In special cases, like around Christmas, delays can happen. We appreciate your understanding.
What shipping options are available?
All domestic and international shipping is handled exclusively via DHL. We only offer standard shipping.
You can find the shipping costs for international orders in the Checkout. We'll also let you know the estimated delivery time for your order in the order summary and in your order confirmation email — though this may vary depending on the items you've selected and the shipping method.
Deliveries are always made Monday through Saturday.
Where can I have my order delivered?
- Your preferred address
- DHL Packstationen
- DHL Paketshops
What does shipping cost?
Shipping costs vary depending on the destination and order value.
Within Germany, shipping for orders under €60 costs €4.90.
For international orders, shipping for orders under €60 costs €6.90.
Orders over €60 ship for free.
Shipping costs are shown during Checkout.
Which countries does GloveBag ship to?
We currently ship to all EU countries. Follow us on Instagram to get notified when we start shipping to other countries too.
💰 Payment & Refund
Why can't I select my preferred payment method?
Possible reasons why a payment method may not be available
- Your delivery and billing addresses don't match. If you want your order delivered to a DHL Packstation, that can also rule out payment by invoice in rare cases.
- The combination of name and address could not be found. This can happen due to typos, a change of address, marriage, or administrative redistricting.
- There's still an outstanding amount for another order — which sometimes simply means a bank transfer hasn't been credited to our account yet, or a return hasn't been processed.
- Like other platforms and shops, we work with independent credit agencies to help assess your creditworthiness. Their data can, in some cases, mean you're unable to pay by invoice for your order.
- For pre-orders, payment by invoice unfortunately can't be offered due to the timeframes involved.
- For our Swiss customers, we unfortunately can't offer Klarna as a payment method.
We reserve the right to not offer certain payment methods for some orders.
What can I do if my payment method isn't available?
Check whether you have any outstanding orders and settle them. If your delivery and billing addresses don't match, you can update them before completing your order.
Please understand that our customer service team has no way to unlock a payment method for you if it isn't being offered to you.
Our service staff also can't see why you're unable to order with your preferred payment method. Here too, protecting your data comes first for us.
We check with every order which payment methods we're able to offer. So it's possible that your payment method will be available again on your next order.
If not all payment methods are available to you at any given time, all our other services and benefits are still there for you.
When will my return be refunded?
Your return will always be credited to the payment method you chose when placing your order.
When will I receive confirmation of my return?
Once we've received your return, we'll check what you sent back. Please allow us up to 10 business days to confirm your return.
How do I get the invoice for my order?
You'll get your invoice with your order confirmation via email.
If you no longer have that email, feel free to reach out to our support team. We're happy to help.
What payment methods are available?
We accept the following payment methods:
- Paypal
- Klarna
- Credit card (Visa, Mastercard, Maestro, American Express)
- Wallet (Apple Pay, Google Pay)
📦 Returns & Cancellations
Who should I contact if I have a complaint?
Got a complaint? We're really sorry to hear that.
Just reach out to support@glovebag.de with your order number and we'll get it sorted.
How do I return an item?
If you want to return your order or part of it, you can send the items back within 14 days of purchase — just include your order number and ship to the following address:
GloveBag
Franz-Schubert-Str. 6
77704 Oberkirch
Please note that returns of used items are only possible in exceptional cases. Feel free to reach out at support@glovebag.de beforehand, including your order number.
How does the refund process work for my order?
Once we receive your returned items, we'll inspect them and issue a refund to your original payment method right away. Depending on your payment provider, this can take up to 10 business days. We appreciate your patience.
Can I return multiple orders together?
Generally, this isn't a problem as long as you include all order numbers with your return. That said, we'd ask you to get in touch with our support team first to sort it out together.
Do I have to pay for return shipping?
Yes, return shipping is at your expense, for two reasons:
- As a young startup, we hope you understand that we need to use our limited resources carefully.
- To do our part for sustainability, we want to encourage more mindful ordering and return habits.
📞 Availability
When can I reach GloveBag customer service?
Our customer service is available for you Monday through Saturday from 9:00 AM – 6:00 PM.
Our response time is usually max. 24 hours — because fast, quality support is our top priority.
During busy periods, delays can occasionally happen.
We promise you though: every message gets a reliable, thoughtful reply as quickly as possible. ❤️
How do I reach GloveBag customer service?
You can reach us either through the contact form or the chat on the website, or by email at support@glovebag.de.