Returns & Exchanges

 

How long time do I have if I need to make a return/exchange?

We have a 30-day return and exchange policy from the day you receive your order.

 

Are there any return costs?

Returning goods is free of charge as long as you use the enclosed return freight label and leave the package to the carrier mentioned on that return label.

 

Can I exchange an item?

Yes, you can, it is possible to swap for another color or size free of charge. Your right of exchange is valid for 30 days from the day you have received your order. Exact terms and procedures can be found in our general terms and conditions

 

How do I make an exchange?

Fill out the return form that was enclosed with your order. Make sure to choose the correct return code for exchanges and note the color and size of the product that you want in exchange.

Place the product that you want to exchange in a bag together with the form and place the pre-paid return label on the package. If you’re using the bag that the products came in, place the return label over the original shipping label.

Submit the package to the shipping company on the return note and make sure to save the receipt, so you can track your shipment. NOTE! It is not necessarily the same carrier for the return as for the delivery, so be sure to check your return note.

If you’ve chosen to pay through invoice, contact Klarna to pause your payment. If you’ve chosen a different payment method, your refund will be issued automatically once your return has been approved, typically within five business days.

 

Keep in mind that the fastest and easiest way to exchange a product is simply to return it and place a new order. If you’d rather handle it as an exchange, please note that you can’t switch out the product model, only the size or color of the product that you originally ordered. If you bought the product on sale, you may not exchange it for a different color. The first exchange is free, after that we charge a fee of 5 euro to reduce the emissions from transportation.  We only approve returns of clothes that come back to us in their original condition. If you’ve used, washed or removed the tags from the clothes we won’t be able to resell them to another outdoor adventurer and can’t approve your exchange. Unfortunately, we have to charge a fee of 12 euro for unapproved exchanges to cover our losses. You must use our pre-paid return label to get free shipping. If you’ve lost your return form or label, please contact our customer service team.

 

How can I file a product claim?

  1. Take a picture of the part of the product that you think is defective and email it to our customer service team, along with an explanation of what happened. 
  2. If your claim is approved, fill out the return form that was enclosed with your order and make sure to choose the correct return code for defective products. If you no longer have the return form, contact our customer service team.
  3. Place the product that you want to return in a bag together with the form and place the pre-paid return label on the package. If you’re using the bag that the products came in, place the return label over the original shipping label.
  4. Submit the package to the shipping company on the return note and make sure to save the receipt, so you can track your shipment. It is not certain that it is the same shipping company that delivered the package from the beginning. Once we have received your complaint, we will handle it and initiate a refund.

We only approve claims that are related to manufacturing defects, for example missing seams, broken zippers or incorrectly sewn pockets. We won’t approve claims relating to fading prints, pilling, premature wear and tear, etc. Unfortunately, we have to charge a fee of 12 euro for unapproved defective product claims to cover our losses. You must use our pre-paid return label to get free shipping. If you’ve lost your return form or label, please contact our customer service team. Read more about defective product claims in our general terms and conditions.

 

 

How long time does a return take?

Provided the return is approved, you will normally receive a refund within 14 days of returning the item. If you have chosen to pay by Klarna invoice or instalments, we kindly ask you to pause the invoice to avoid getting a reminder fee while we handle your return.

 

How long time does an exchange take?

Provided that the desired exchange item is in stock, you will normally receive the new item within 14 days.

 

How long does it take for a claim to be handled?

Provided that the claim is approved, you will normally receive a new item or a refund within 14 days of returning the item.

 

When will the new invoice for the exchange item be sent out?

When exchanging, no adjustments are made to your invoice. If you have chosen to pay by invoice or have already paid for your order, that payment method is the payment that applies.

 

What do I do if I am missing a returns note or a return label?

Contact customer service to get a new returns note or return label.

 

How do I get my money back?

From the time we have approved your return, you will be refunded within 7 business days via the same payment method used at the time of the purchase.

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