Customer Complaints & Requests

• Who do I contact if I have a complaint?
• Who do I contact if I have a complaint/repair request for an online order?
• Where do I return products bought in store/from a retailer?
• Where do I return products bought abroad?
• What should I do if I no longer have the receipt?
• How long is the warranty period?
• Why was my settlement request not followed?
• Can I order additional replacement parts or repair materials?
• Are zips, buttons and other small components covered under the terms of the warranty?
• What do I do if my Jack Wolfskin product gets damaged during my big adventure?

• Who do I contact if I have a complaint?

  Please note that the complaint process depends on where you purchased the article in question.

  If you purchased the article from our online shop, then you can find all the necessary information on how to proceed here.

  If you purchased the article from a retailer or in-store, then you can find full details here.

• Who do I contact if I have a complaint/repair request for an online order?

  If you have purchased your article from our online shop, then please proceed as follows:
  Simply attach your return label to your parcel and send to the following address:

  JACK WOLFSKIN Retail GmbH
  c/o E-COM RETOUREN
  Wulmstorfer Wiesen 25
  21629 Neu Wulmstorf
  Germany

  If you do not have a return label, then just contact our customer service team at eshop@jack-wolfskin.co.uk, who will gladly send a new one out to you, so that you do not incur any costs to send back your item.\

  Please specify your preferred method of reimbursement (repair, refund or a replacement article). Please note, however, that our complaints department can only decide on how to handle your case (repair, refund or a replacement article) after reviewing the article. We also reserve the right to reject a claim if the warranty period of 2 years has expired, or if there are no defects present with regards to the material or workmanship.

  If you purchased your items from a store or retailer, please use these as your direct points of contact. See also "Where do I return products bought in store/from a retailer?".

  Please note that the article must be sent to us in order to make a decision on your claim. If you are unable to send the damaged item to us whilst travelling, then please contact our service team at service@jack-wolfskin.com

  Please be so kind to send only washed clothes or clean shoes, backpacks etc. and make sure that they are really dry, so that no mould can form in the closed package. Otherwise, it is unfortunately not possible to process your claim.

• Where do I return products bought in store/from a retailer?

  If you wish to return a product, the store or retailer from which the product was originally purchased will be happy to assist you on presentation of the till invoice.
  In principle, returns regarding JACK WOLFSKIN products can be processed by any store. This also includes products purchased in trekking, outdoor and sporting goods retailers or via mail order.

  Please note: If the product was not purchased in a JACK WOLFSKIN STORE, a refund of the purchase price can only be processed by the retailer from whom the product was originally purchased.A refund can only be made on presentation of the invoice.

• Where do I return products bought abroad?

  For details on how to proceed, please contact our service team at service@jack-wolfskin.com.

• What should I do if I no longer have the receipt?

  It is generally not possible to accept product returns without a proof of payment. For this reason, it is recommended that you keep your receipt safe and make a copy if necessary, as proof of purchase is crucial when making complaints or filing in insurance claim due to theft.

  Details of your orders from our JACK WOLFSKIN online store will be saved automatically with us*. If you have lost the appropriate documentation, contact Customer Services and they will be happy to send you a copy.

  *Your details will only be saved for the purposes of your order and not used for any other purposes.

• How long is the warranty period?

  If you are dissatisfied with the quality of the articles purchased online and you wish to complain, then we ask that you return the article immediately and within the 2-year warranty period.

• Why was my settlement request not followed?

  Of course, we always try our best to satisfy your wishes. Please understand that we reserve the right to proceed differently, if necessary, after reviewing your request.
  For example, you may receive a refund instead of a replacement item because your desired item is no longer available in your size and/or colour.
  Or we may repair an item sent in to us and return it, rather than replacing it with a new item: if the claims department finds that repair is still possible after checking your item, then we will of course perform a repair, rather than a replacement, in line with our values on sustainability. We will always conduct this process before sending a new article and having to destroy the old one.
  If you are not satisfied with our solution to your complaint, then please contact our customer service team.

• Can I order additional replacement parts or repair materials?

  Yes, this is possible. Our local stores and retailers are happy to help by ordering replacement parts/repair materials.
  For spare part inquiries for your online order, please contact our service team at service@jack-wolfskin.com and they will glady help you further.

• Are zips, buttons and other small components covered under the terms of the warranty?

  Yes. If such a problem should arise, please contact your local store or retailer. They will then decide if the repair can be carried out by them or whether the product needs to be sent back to us.
  For enquiries about spare parts, please contact our service team at service@jack-wolfskin.com, who will gladly help you further.

• What do I do if my Jack Wolfskin product gets damaged during my big adventure?

  Buckles:
  Be careful with buckles, as stepping on them, getting them caught on or trapped in things, such as a car boot, can lead to invisible weak points. If you are using your rucksack for a prolonged period of time, take replacement buckles with you that can be attached to the straps without the need for sewing.

  Tears:
  You can seal any tears in the pack sacks by using fabric tape.
  You can use a pair of pliers to lightly pinch the slider so that the zip fastens again reliably.

  It goes without saying that you do not want to be weighed down with any unnecessary items when on a big adventure. Please do not dispose of your product. Please understand that we can only process a complaint if we receive the respective product to review.

  Please note that the complaint procedure depends on where you bought the item in question.
  If you purchased the article from our online shop, then you can find all the necessary information on how to proceed here.
  If you purchased the article from a retailer or in-store, then you should proceed as explained here.