Returns, exchanges & product claims

A helping hand if the product isn’t right for you

What happens after you've received your order is just as important to us as before it's completed. Look here for information on how to return, exchange, or make a product complaint. And of course, we always offer free shipping on purchases over €50 and 30 days of free returns!

Returns, exchanges, and product claims

First; do you want to make a return, exchange a product or make a product claim?

Return

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.

Exchange

If you wish to exchange a product, you will need to fill out the correct return code for exchanges, and note the colour and size of the product that you want in exchange.

Product claim

Before you make a product claim, you will need to take an image of the part of the product that you believe to be defective. You need to e-mail this picture to our customer service, along with an explanation of what happened. 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.

What's next?

See above for the first step in your return, exchange, or claims process.

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

Drop off your package with An Post (find the closest post office with the QR-code found on the return form), and make sure you keep a receipt or confirmation of the drop-off. The postal service for your return isn't necessarily the same as when the package was delivered, so make sure you check your return label thoroughly.

Handling time is approximately 14 days. Depending on the type of payment chosen during your purchase, the handling time may vary.

More on returns

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 clothing we won’t be able to resell them to another outdoor adventurer and can’t approve your return.

In our terms and conditions, you can read more about our terms related to returns and the right to withdraw. If the terms are not met by the customer when returning goods, we have, in addition to reducing the refund in correspondence to the degree of the reduction in the value of the returned item, the right to charge the customer an unauthorized return fee of €16.

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.

More on exchanges

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 colour of the product that you originally ordered. If you bought the product on sale, you may not exchange it for a different colour.

The first exchange is free, after that we charge a fee of €6 to reduce the emissions from transportation. We only approve returns of clothing 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 €13 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.

More on product claims

We only approve claims that are related to manufacturing defects, for example missing seams, broken zips 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.