Returns

• How do I send my order back?
• How long do I have to return an item?
• Do I have to pay anything to make a return?
• What is the Jack Wolfskin return policy?
• How long will it take for me to get my money back?
• Has my return been received?
• Can I return items that have been worn?
• Can I make a return in-store?
• What is the right of withdrawal?
• The item I ordered has arrived in a damaged/worn condition – what should I do?
• I have received the incorrect item – what should I do?
• What happens with my voucher if I have returned my order?
• Will the shipping costs be refunded upon a return?
• How can I put my Klarna invoice on hold if I return goods?

• How do I send my order back?

  If you wish to return an item, you can do so within 14 days, free of charge.
  Please use our return label for free returns. Please go to the following Link and select the country in which you ordered.Enter your sender and e-mail address and click on "Send e-mail". You will immediately receive an email from deutschepost.de with your return label attached as a PDF.
  
  Carefully repack the items you wish to return in the package. Please note that the items must meet our returns policy: items should be returned to us unworn, undamaged, and containing all parts, including label and original packaging. Should the items not meet our returns policy, then we reserve the right to refuse the goods.
  Next, please complete the enclosed return slip. You select the reason for returning from a list of possibilities, input the number of articles you wish to return and then enclose the return slip with the package. You can help us to improve by providing the reason for returning your item.

  We also offer you the option of simply dropping off your package free of charge in a JACK WOLFSKIN STORE.

  Please note, we cannot complete reimbursements for online orders in-store!

• How long do I have to return an item?

  If an item doesn’t fully meet your expectations, you can simply send it back to us free of charge within 14 days. If you return your item within 14 days, we will accept your return without you necessarily having to provide any further written explanation.

• Do I have to pay anything to make a return?

  No. We offer free return for orders within the country where the order was placed. Please use the customer return label enclosed with the package in order to return the goods free of charge.
  Please note that cross-border returns (outside the country where the order was placed) are not possible for logistical reasons and that we are unable to bear the costs if this is not adhered to.

• What is the Jack Wolfskin return policy?

  Please be aware that only unworn and undamaged items can be returned to us. We reserve the right to reject returned products that do not meet our requirements for return.
  We can only accept returned items that were purchased from the JACK WOLFSKIN online shop. For products which were purchased at a JACK WOLFSKIN STORE, please contact the store where you purchased your item directly. If you purchased your items from a retailer, please use the respective retailer as your direct point of contact.

  You can find extensive information to read on our returns policy here.

• How long will it take for me to get my money back?

  After the goods have been received and checked by our returns department, you will receive an email from JACK WOLFSKIN confirming that we have received your returned goods. We will then refund the value of your returns without delay. The method of reimbursement will be the same as the method of payment you selected for your order.

  We reserve the right to reject returned products that do not meet our requirements for return.

• Has my return been received?

  After the goods have been received and checked, you will receive an email from JACK WOLFSKIN confirming that we have received your returned goods. Please consider that this check may take some time, depending on the size of your returned goods and during sale periods.
  We will refund the full amount immediately after this check has taken place.

• Can I return items that have been worn?

  Please not that, according to our returns policy, only unworn and undamaged goods which are sent back in their original packaging can be returned.

• Can I make a return in-store?

  As a special service, you can also bring your parcel, easily and free of charge, to one of the following JACK WOLFSKIN Stores.

  Please be aware: We cannot refund online orders in-store!

  As with orders returned by post to a post office, parcels returned in-store will be delivered to our returns department and inspected there. Once this check has been conducted, a refund will be made to your chosen payment method.

• What is the right of withdrawal?

  You have the legal right of withdrawal with regards to your purchase from the online shop. Any deviations from this will be in your favour. This allows you to cancel your contract within 14 days, without having to state any reason.

  The cancellation period is 14 days from when you or a third party that you name, who is not the carrier, receives the products.

  In order to exercise your right of withdrawal, you need to inform us (JACK WOLFSKIN Retail GmbH, Jack Wolfskin Kreisel 1, 65510 Idstein, Germany, E-Mail Adresse: eshop@jack-wolfskin.com, Fax: 0049 (0) 6126 / 954 215) of this decision clearly with a written explanation (e.g. by post, telefax or email).

  To do so, you can use the enclosed withdrawal form template, although this is not compulsory. You can download the withdrawal form template here. You can also exercise your right of withdrawal by simply returning the products to us within the cancellation period. If this is the case, please use the enclosed prefilled return label.

  To comply with the time limit, it is suffices to inform us of the cancellation before the expiry of the cancellation period.

• The item I ordered has arrived in a damaged/worn condition – what should I do?

  All items are checked for quality by our employees before shipment.
  Should you nevertheless receive an item that is damaged, then we encourage you to contact us with your complaint. Please contact our customer service team or use the contact form.

  Please use the return label enclosed with your shipment when returning goods. If you do not have this to hand, our customer service team will gladly help you further.

• I have received the incorrect item – what should I do?

  As a general rule, you will, of course, receive the correct product that you ordered. If, however, we have made an anomalous mistake and sent you the wrong article, then please return this by post along with a description of the mistake:

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

  You should receive a suitable return label in the original packaging or you can request one from our customer service team.

• What happens with my voucher if I have returned my order?

  You are unable to redeem coupons or promotional codes again in cases where they have been used on orders which have subsequently been returned.

• Will the shipping costs be refunded upon a return?

  Full-returns will have the standard shipping charge refunded.

• How can I put my Klarna invoice on hold if I return goods?

  Follow the instructions on how to return goods and take your parcel to a DHL parcel delivery shop or in a Hermes parcel shop.

  Call up either the Klarna website or the Klarna app. Select the order relating to the goods which you intend to return and click on “Register returns”.

  Your returns have now been registered. Klarna will now put your invoice on hold while you send the item(s) back to us. Once we have received your parcel with the returned items, we will update your Klarna invoice.