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Returns, Exchanges & Defective Product Claims

The best way to avoid returns and exchanges is to follow our size guides closely and read the reviews with advice from fellow shoppers. Having said that, we understand that not every product will be a perfect match for you. That’s why we’ve made it free and super simple for you to return products that you’ve ordered. Follow the steps below if you’re not 100% satisfied with your clothes and drop us a line if you still have questions about the process. You have up to 90 days to return or exchange your gear after you receive it. 
 

Free Shipping and Returns

Returns

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1.        Fill out the return form that was enclosed with your order. Don’t forget to fill out the reason why you want to return the product, using one of the codes on the form.

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2.        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.

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3.        Hand in the package to the carrier that is noted on the return label and make sure to hang on to the receipt, so that you can track your shipment. Note: It is not necessarily the same carrier for the return as for the delivery so please check what carrier the return label is for.

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4.       Your refund will be issued automatically once your return has been approved, typically within five business days.

 

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 return. Unfortunately, we have to charge a fee of €16 for unapproved returns 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.

Exchanges

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1.        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.

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2.        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.

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3.        Hand in the package to the carrier that is noted on the return label and make sure to hang on to the receipt, so that you can track your shipment.  Note: It is not necessarily the same carrier for the return as for the delivery so please check what carrier the return label is for.

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4.        Once we’ve received your return, we’ll check if we have your desired replacement product in stock. If so, we’ll normally send it out the day after we receive your return. If not, we’ll process your exchange as a return and issue a refund. 

 

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 €6 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 €16 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.


 

Defective Product Claims

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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. 

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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.

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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.

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4.       Hand in the package to the carrier that is noted on the return label and make sure to hang on to the receipt, so that you can track your shipment. Once we’ve received your return, we’ll process it and issue 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 €16 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.

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