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SHOPPING FAQ
CAN I ORDER SPARE PARTS?
We are very sorry but we are currently unable to supply spare parts (hoods, zips, laces as examples) for our products.
DO YOU OFFER A REPAIR SERVICE?
We are very sorry but we currenty do not offer an in-house repair service. For items that are covered under warranty we can organise a replacement, for those outside of warranty a trustworthy, reputable repair business should be contacted.
DO YOU HAVE A SIZE CHART?
Check out our size chart on the product page for measurements or click the link from the left hand menu. Many of our products are now also within our Fit Finder program whch can be found on the product page
HOW DO I USE MY PROMOTION CODE?
Make sure that you type your code into the appropriate box on our checkout page and hit "apply" to update your order before you confirm payment. If your code doesn't work as expected check the T&C's on the communication you got the code with or get in touch with us.
I HAVE SEEN AN ITEM BUT IT NO LONGER SEEMS TO BE IN STOCK
Some of our most desirable products will sell out quickly so we recommend to buy it before it’s gone for the season. If we are sold out please use our storefinder to contact a retail store near you or contact us to see if the product is coming back into stock in the near future.
HOW DOES YOUR DELIVERY SERVICE WORK?
Our courier will deliver your items Monday through Friday to the delivery address you submitted when you placed the order (except standard orders to Norway, Sweden, Finland and Denmark which will ship via Bring to your collecition point). All deliveries must be signed upon receipt. However, it does not have to be you who sign it. Somebody from the same address such as a family member, friend, receptionist or a neighbour can sign for your parcel. Our courier will attempt to deliver on the first go, either to your address or neighbour. If the delvery cannot be made a card will be left and an SMS sent to provide alternative options. The courier will typically keep a parcel for up to 7 days before returning it to sender as undelivered.
WHAT COUNTRIES DO YOU SHIP TO?
At the moment we ship to the following countries as mainland locations: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Italy, Norway, Poland, Spain, Sweden, Switzerland, The Netherlands, UK & Ireland
HAS MY ORDER BEEN SHIPPED?
As soon as your order has been sent out, we will send an email to let you know. If you do not receive your order within the specified delivery time, please contact Customer Service, and we will look into it. If you created an account before you submitted your order, you can track your orders by visiting "My Account" and clicking "Order history". There you can review your past orders and the status of your current order. If you did not create an account you will not be able to see the order status. If your order has not been delivered within the given timeframe, please contact our Customer Service Team who will track it down for you.
AN ITEM IS MISSING FROM MY ORDER
If the delivery note says an item should be in your parcel but it is not, please get in touch with us in Customer Care. Let us know the order number and the product code or product name of the item you wanted, and we will look into it. We will usually be able to send you the item we missed, but on the rare occasion that is not possible, we will refund the money you paid for it or provide an alternative.
I HAVE JUST PLACED AN ORDER. CAN I CANCEL OR CHANGE IT?
Once your order has been placed it's not currently possible for us to change it prior to dispatch. Once your order has been shipped you will need to return the order to us for exchange or refund using our free 90 day service. Please go to "How do I return an item?
I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER
If you have received an incorrect item, we sincerely apologize. Please contact us straight away and let us know your order number and product code/product name if you want a refund or replacement.
TRACK YOUR ORDER AND VIEW HISTORY
Create an account and login before you shop to ensure you are kept up to date. When you have an account with us you can track your orders by visiting "My Account" and clicking "View my orders". Placing an order as a 'guest' you will not see any online order updates.
HOW DO I PAY FOR MY ORDER?
There are a number of payment options to choose from and it can be different from one country to another. Available payment options will be shown in the checkout page:
- MasterCard
- VISA
- PayPal
- Visa branded Dankort
- AMEX
- JCB
- Diner's Club
- Discover
- Klarna
- Sofort
All credit and debit cardholders are subject to validation and authorization by both the card issuer and us to maintain security and to prevent fraud.