General
- How can I change my account settings?
- I created a profile/customer account in a store, but I can’t log in on your website. Why?
- Are prices in the Online Shop different from those at retailers?
- What are the benefits of creating a customer account?
- Are your products available for direct purchase by end consumers?
- Why should I buy directly from this online shop?
Order & Payment
- How can I request an invoice/order confirmation for my order?
- Why is there no invoice included in my order?
- Can I pay with PayPal on your website?
- What should I do if I have received a damaged parcel and some items are missing?
- What should I do if my payment was deducted twice?
- I get an error during the payment process, what should I do?
Product & Service
- How can I know which products are compatible? For example: a jacket and an internal fleece, or two right and left sleeping bags
- Where can I find information on product care and cleaning?
- Where can I find the information on the sizes?
- Where can I find information and advice on using the product?
- Where can I find technical product information?
- My product needs repair. What should I do?
Shipment & Delivery
- The tracking shows my package as delivered, but I haven’t received it. What can I do?
- When can I expect my order to arrive?
- I got the wrong order. How can I resolve this?
- What should I do if the carrier reports a transport incident?
- Why hasn’t my order arrived yet?
- My tracking hasn’t been updated. What can I do about it?
Refunds & Exchange
- How and when will I receive my refund?
- Can I return my online purchase in a store or vice versa?
- Will my shipping fees be refunded if I make a return?
- Where is my returned package?
- I requested an exchange. Why did I receive a refund instead?
- I received an incorrect or incomplete refund. What should I do?
Product registration
- How do I register my new product?
- What documents do I need to register my product?
- What should I do if I can't find my original receipt and want to register a product?
- Where can I find the products I've already registered?
- What should I do if I can't find the serial number or article number on my product?
Newsletter & Discount Codes
- How do I redeem a voucher code?
- Why isn't my discount code working?
- Are there any restrictions of discount codes I should know about?
- How can I stay updated on your products and offers?
- How can I sign up for the newsletter?
- What if the discount doesn’t show up after entering the voucher code?
Warranty Claims
- Can I extend the warranty?
- What cases does the warranty cover?
- Do I have to pay for the repair or replacement?
- How long will it take to process my repair request?
- Will my product be repaired or replaced?
- How do I submit a warranty claim for my product?