FREQUENTLY ASKED QUESTIONS

Here you will find the answers to the most important topics:

General questions
Customer account & address changes
Customer feedback
Manufacturing facility tours
Returns
Stöckli stores
Shipping & delivery

General questions

Questions about a product or about our online shop
 If you have any problems or questions, you can contact our Stöckli experts at any time at the following email: webshop@stoeckli.ch or take a look at our Frequently Asked Questions (FAQ). Perhaps you’ll find an answer to your question there.

How do I find out which ski is best for me?
Our Stöckli Ski Finder will help you select the perfect ski made just for you.

How do I determine my appropriate ski size?
Find out what to pay attention to in selecting your ski length in our Ski Size Guide. Not only the correct ski but also the right ski length is vital for you to perform perfectly carved turns in the snow.

Customer feedback

Our customers’ satisfaction is vital to us. That’s why we regularly ask our customers about their purchasing experience at Stöckli.

How can I share my feedback with Stöckli?
Please share any feedback by email to webshop@stoeckli.ch.

customer account & address changes

How can I create an account on stoeckli.ch?
With just a few clicks, you can register here or you can place an order as a guest in our webshop.

How can I have my address changed?
Address changes can be simply taken care of by accessing your account.

How can I delete my customer account?
Get in touch with webshop@stoeckli.ch and apply to have your data deleted.

manufacturing facility tours

What languages are available for the manufacturing facility tours?

• Public tours: German
• Private group tours: German, French or English, based on prior arrangement

How often do tours of the manufacturing facility take place?
We offer weekly public manufacturing (in German) facility tours each Thursday at 5 p.m. for private individuals. Pre-registration is required.

May I also take part with a group on a tour?
If you would like to participate in a facility tour with a group larger than eight persons, please send us your desired date as well as your desired time by email to events@stoeckli.ch. We will happily arrange a personal tour for your group of our manufacturing facility. 

How long does a manufacturing tour last?
A manufacturing tour lasts approximately 90 minutes. At the end of the tour, you will also have the opportunity during a happy hour reception to ask our ski building experts any questions individually.

Where do the manufacturing facility tours take place?
The tours take place in the Stöckli Ski Manufacturing facility in Malters (Eisstrasse 14), just west of Lucerne, Switzerland.

How much do manufacturing tours cost?

• Public Manufacturing Facility tours: 20.00 Swiss Francs per person. Free for those 16 and under.

• Group Manufacturing Facility tours: Price to be determined individually

Returns

How long do I have the option of returning products?
You can send the products back up to 14 days after receipt. After that period, returns are no longer possible.

May I also return skis?
We professionally mount plates and bindings based on your personal preferences. Therefore, the return of purchases with mounted bindings is not possible. If the skis simply do not work out for you, please contact our customer service office.
Worn, used and washed products may not be accepted for returns.

How do I complete a return of products ordered?
Fill out the return form that comes with your delivery. Please list the product that you would like to return. Send the product with the completed form to:

log-mark GmbH
Returns Stöckli
Elsässerstr. 16
71229 Leonberg
Germany

Please take care to keep your tracking number. As soon as your return arrives in our warehouse and has been checked, we will issue a refund.

Stöckli Swiss Sports AG is not responsible for any and all return shipping costs.

After a return, how long will it take for the purchase amount to be refunded?
We will refund the purchase price to the credit card used for purchase within 14 days after receipt of the return package.

Stöckli Stores

How do i find the closest Stöckli Store?
We distribute our products in our own Stöckli Stores (only in Switzerland) and also via select Stöckli specialty retailers.
All Stöckli retail outlets can be found in our Store Finder.

shipping & delivery

How long will it take for me to receive my order?
We will ship your order within 24 hours (except on weekends and holidays). If you order skis with binding adjustments, as a rule that will take one additional day.

In Europe, GLS handles our shipping. The following table shows our delivery days per country:

We make an effort to adhere to the delivery terms listed. Stöckli Swiss Sports AG cannot be held liable for any delivery delays. 

How much are shipping fees?
Purchases of 200 Euro or more include free shipping.

Under 200 Euro, we charge 9.00 Euro for a delivery in Germany.

How do I determine the status of my order?
As soon as your order leaves Stöckli Swiss Sports AG, you will receive an email from GLS with a link to track live the shipping status of your order. If you do not receive a tracking email, please contact us by email: webshop@stoeckli.ch

When I choose to pickup my order in a store, how do I know when it’s ready for pickup?
As soon as your order leaves Stöckli Swiss Sports AG, you will receive an email from GLS with a link to track live the shipping status of your order to your selected store. If you do not receive a tracking email, please contact us by email: webshop@stoeckli.ch

When your order arrives at the store, you will also receive an additional notice from us by email that your order is ready for pickup.

Please take into consideration the business hours of the store you selected.

When I go to pickup my order in a store, what do I need to show to receive my purchase?
Please bring your order confirmation and a valid personal identification.

May I make changes to my order after I’ve completed it?
As soon as your order has been completed and the payment has been made, it is unfortunately not possible to make any changes to your order.

We therefore highly recommend that you review your order thoroughly before completing the purchase.

What happens if I am not at home when the package is delivered?
GLS will first attempt to leave your shipment with a neighbor who will be asked to sign for it. If there is not a neighbor available to accept your order for you, GLS will leave a notice, which you can bring to the nearest GLS PaketShop. You can pickup your order there as of the day following the attempted deliver but no later than eight workdays afterward. If there is not a PaketShop near you, GLS will take your order back to the distribution center (Depot) where you can pick it up on the day after the attempted delivery and up to four workdays afterward. Alternatively, you can select other delivery options on the GLS website, and GLS will then attempt to delivery it again based on those preferences.

If the second delivery attempt is not successful, the order will be sent back to the sender after being stored for four workdays at the GLS distribution center (Depot).

What are the original edge bevels of the ski models?