Help

Orders

You will find the invoice attached to your dispatch confirmation, which will be sent to you by email. If you have chosen to pay via Klarna, please follow only the payment instructions sent by Klarna.

If you're working freelance or abroad, the question often comes up whether you can get the VAT refunded.

Please note that we don't issue VAT refunds.

Deliveries

Delivery times for items in stock are usually 4-6 working days from confirmation of your order.We always endeavour to meet the delivery times we quoted at the time of your order. However, delivery times depend on various factors, such as the type and availability of the items or the delivery method. Therefore, we are unfortunately unable to guarantee fixed delivery dates. We will, of course, inform you immediately of any potential delays and provide you with an estimate of the new delivery date.

Our flat-rate postage and packaging charge for online orders is 4.95 EUR. We offer free delivery on orders of 100 EUR or more.

Delivery is available via either DHL or UPS to your chosen delivery address.

To ensure you don’t have to wait long for your parcel, our logistics processes are so efficient that a successfully completed order cannot be amended or cancelled. You have the option to return the parcel to us within 30 days.

If your parcel is delivered to the wrong address, it will usually be returned to us.

If your parcel arrives damaged and/or items are missing, please contact our customer service team straight away.If your parcel is damaged, you will be asked to send us a photo, if possible.

If your parcel is lost, you will be asked to complete some paperwork.

Returns

If you wish to return an item, you can send it back to us free of charge within 30 days. To do so, please use our returns portal and start your return here.

Pack the items you wish to return carefully in the parcel. Please ensure that the items comply with our returns policy: they must be returned to us unworn, undamaged and complete, including the label and original packaging. If the items do not comply with our returns policy, we reserve the right to refuse the goods.

You can then return your parcel free of charge at a DHL Parcel Shop, a Deutsche Post branch or a DHL Packstation. As a special service, you can also simply drop off your parcel free of charge at a JACK WOLFSKIN STORE. Please note, however, that the purchase price of your online return cannot be refunded directly in-store!

If an item does not meet your expectations, you can simply return it to us free of charge within 30 days. We regard your return within 30 days as a cancellation, without you needing to submit a written statement.

No, we offer free returns. To return your item free of charge, please use the returns label enclosed with the parcel.Please note that cross-border returns (returns from a country other than the one in which the order was placed) are not possible for logistical reasons, and that we cannot cover any costs incurred if this is not observed.

Please note that only unworn and undamaged products can be returned. We reserve the right to refuse returns of products that do not meet our return requirements.

Furthermore, we can only accept returns of items purchased from the JACK WOLFSKIN online shop. For items purchased in a JACK WOLFSKIN STORE, please contact the store where you bought the item directly. For items purchased from a retailer, the relevant retailer is your direct point of contact.

You can read the full returns policy for our JACK WOLFSKIN Online Shop here.

In connection with your order from the online shop, you have a statutory right of withdrawal, from which deviations are only permitted in your favour. This allows you to withdraw from the contract within fourteen days without giving any reason.

The withdrawal period is 30 days from the day on which you, or a third party designated by you (other than the carrier), took possession of the products.

To exercise your right of withdrawal, you must inform us (JACK WOLFSKIN Retail GmbH, Jack Wolfskin Kreisel 1, 65510 Idstein, Germany, email address: eshop@jack-wolfskin.de, fax: 0049 (0) 6126 / 954 215) of your decision to withdraw by means of a clear statement (e.g. a letter sent by post, fax or email).

You may use the attached model withdrawal form for this purpose, although this is not mandatory. You can download the model withdrawal form here. You may also exercise your right of withdrawal by simply returning the products to us within the withdrawal period. In this case, please ensure you use the attached, pre-filled returns label.

To meet the withdrawal deadline, it is sufficient for you to send notification of your decision to exercise your right of withdrawal before the withdrawal period expires.

All items are checked once more by our staff for quality before dispatch. Should you nevertheless receive a damaged item, you can, of course, make a complaint to us. Please contact our customer service team or use the contact form.

If you have redeemed a voucher or promotional code when placing an order and you return your entire order, your voucher will unfortunately expire.

My Account

No, you can place an order even without a customer account. Simply enter your contact details, your billing address and, if applicable, a different delivery address at checkout.

Log in to your customer account via the profile icon in the top right-hand corner. In your profile, you can view and change your personal details, such as your name, address or email address, at any time.

If you would like to have your customer account and the associated personal data deleted, please contact our customer service team at info@jack-wolfskin.com. They will assist you with your request and inform you of the next steps.

Please note that, due to statutory retention obligations, certain data must be retained for a prescribed period even after your customer account has been deleted.

Newsletter

It is so easy to do! You have several different options for signing up to our JACK WOLFSKIN newsletter:

If you happen to visit our online shop, you will see the heading “Keeping up to date at all times” towards the bottom of the page. There, you can subscribe to our newsletter.

You'll also find a subscription form which you can use to subscribe. You can also easily subscribe to the newsletter during the ordering process or when entering a competition.

In order to complete the registration process, you must confirm the link you receive in the first email after your succesful registration.When you click on the link, you will be automatically redirected to our online shop and your successful registration will be confirmed.

If you fill out the registration form in the online shop for our newsletter and send it off, you will receive a green confirmation notification.However, the full registration process is not complete at this stage. In order to receive the newsletter, you must first click on the link you receive in the first email after successfully registering, in order to confirm.

When you click on the link, you will be automatically redirected to our online shop and your successful registration will be confirmed.You will then receive your welcome voucher by e-mail. Please also check your spam folder, as certain email accounts direct our emails directly to this folder.

If you are no longer receiving our newsletter, please check your spam or junk folder first. The newsletter may have been filtered into that folder.

If you cannot find it there either, please feel free to contact our customer service team. We’ll be happy to help.

You can unsubscribe from the newsletter at any time – either via the unsubscribe link in the footer of a newsletter, in the communication settings on your profile, or by emailing our customer service team.

Complaints and Refunds

Please note that the complaints procedure depends on where you purchased the item in question.

Purchases from our online shop:

You can find all the information on the complaints procedure and the next steps here.

Purchases from a retailer or in-store:

If you purchased the item from a retailer or in a high-street shop, you can find all the information on how to proceed here.

If you purchased your item from our online shop, please follow these steps:Affix the returns label clearly to your parcel and send the goods to the following address:

JACK WOLFSKIN Retail GmbH

c/o E-COM RETURNS

Wulmstorfer Wiesen

2521629 Neu Wulmstorf

Germany

If you do not have a returns label, please contact our customer service team at eshop@jack-wolfskin.de. We will be happy to send you a new label so that the return is free of charge for you.

You are welcome to specify your preferred course of action when sending the item back (e.g. repair, refund or replacement). Please note, however, that our claims department will first inspect the item and then decide on the next steps. Depending on the outcome, we will arrange for a repair, refund or replacement. We also reserve the right to reject a complaint if the statutory warranty period of 2 years has expired or if there is no fault in materials or workmanship.

If you purchased the item in a shop or from a retailer, they are your direct point of contact. You can find further information in the FAQ section ‘Where do I make a complaint about goods purchased from a shop or retailer?’.

Please note that the item must be in our possession for inspection. If you are travelling and are unable to post the damaged item, please contact our customer service team at service@jack-wolfskin.com to discuss how to proceed.

Please only return washed clothing and clean, dry shoes, rucksacks or similar items. Please ensure that the items are completely dry, as otherwise mould may form inside the packaging. In this case, we will unfortunately be unable to process your complaint.

In the event of a complaint, the shop or retailer where you purchased the product will assist you. Please have your receipt to hand as proof of purchase.

In principle, all JACK WOLFSKIN shops accept complaints regarding JACK WOLFSKIN products. This also applies to items purchased from specialist trekking, outdoor or sports retailers, as well as from mail-order companies.

Please note that for products not purchased in a JACK WOLFSKIN store, refunds will only be processed through the retailer from whom the purchase was made.

A refund of the purchase price is generally only possible upon presentation of the receipt.

For complaints regarding items purchased abroad, please contact our customer service team at service@jack-wolfskin.com.

Basically, a return or complaint is not possible without a receipt. Please keep your receipt carefully and make a copy if needed, as the proof of purchase is required for complaints and in case of theft for insurance purposes.

Orders from our JACK WOLFSKIN online shop are automatically saved with us.*

*Your data is only stored as part of your order and is not used for any other purpose.

Warranty & Guarantee

If you're not happy with the quality of an item you bought online and want to make a complaint, please try to do so as soon as possible and within the legal 2-year warranty period. Our warranty covers material and manufacturing defects, but not damage or wear and tear.

We will, of course, try to take your request into account when processing your complaint. However, please understand that, following a review of the case, we reserve the right to reach a different decision.

For example, you may receive a refund instead of a replacement item, for instance if the item is no longer available in your size or colour.

It may also be the case that your item is returned to you after being repaired, rather than you receiving a new one. If our complaints department determines that a repair is possible, we will opt for this solution in the interests of sustainability, in order to preserve the item and avoid unnecessary replacement deliveries or disposal.

If you are not satisfied with the resolution of your complaint, please contact our customer service team. We will be happy to help you.

Yes, that is generally possible. Our stores and local retailers will be happy to assist you and will take care of ordering the appropriate spare parts or repair materials.

For enquiries regarding spare parts for your online order, our service team will be happy to help at servicenwt@jack-wolfskin.com.

Yes, in principle, zips, buttons and other small parts are also covered by the warranty, provided that a valid claim has been made.

In this case, your local store or retailer will be happy to help. They will check whether a repair can be carried out on the spot or whether the item needs to be sent in for further processing.

For enquiries regarding spare parts for your online order, our customer service team is happy to assist you at servicenwt@jack-wolfskin.com.

Buckles:

Handle buckles with care, as stepping on them, getting them caught or pinched (for example, in the boot) can lead to hidden breaks. If you’re travelling with your rucksack for an extended period, we recommend taking spare buckles with you, which can be attached to the straps without sewing.

Tears:

Minor tears in the rucksack can be temporarily sealed with fabric tape. Zips can often be made to work reliably again by gently pressing the slider back into place with a pair of pliers.

We know that you want to travel as light as possible on your trips. Please do not dispose of your product too hastily. However, we can only process a complaint if we have the item in our possession for inspection.

Please also note that the complaint procedure depends on where you purchased the item:

Online shop: You can find all the information on how to proceed here.

Shop or retailer: Please contact your retailer or shop directly; they will be able to provide further assistance.

Products

You can find the article number on a narrow label behind the care label. Depending on the product, it can be in different places:

Clothing: usually in the side seam or one of the jacket pockets
Shoes: on the inside of the tongue
Equipment: behind the product's care label

This label also has a QR code that takes you straight to your Digital Product Passport. The article number usually consists of 5 or 7 digits. Right below it is a combination of letters and numbers – the letter-number combination at the end tells you the production year. This information helps our customer service quickly identify your request.

The Digital Product Passport also has a lot more for you, including:

Product details like product photo, size and item number
Materials and manufacturing, including info on production and main components
Care and repair instructions as well as info on the impregnation service Sustainability information on the supply chain and the product

By the way: For clothing and shoes, the product name is not directly on the item. For some equipment products, you can find it just below the Jack Wolfskin logo

Good to know: On invoices and in the shopping cart, the item number is supplemented with a colour code and a size code.

Some of our jackets are 3-in-1 compatible. That means: A weatherproof jacket and a matching inner jacket – for example a fleece or insulated jacket – can be combined into a versatile 3-in-1 jacket. Two jackets, one zipper, endless weather possibilities.

System zippers ensure a secure and comfortable connection. They join the inner and outer jackets so that both fit as one unit. This prevents the inner jacket from shifting and increases wearing comfort.

Additionally, the inner jacket is secured with loops and press studs on the sleeves and in the neck area. This ensures everything stays exactly where it should be, and the inner jacket is fully integrated into the outer jacket. And the best part: All 3-in-1 compatible jackets have the same connection points. So you can mix and match them, no matter when you bought them – your fleece jacket from three years ago will easily connect to the new weatherproof jacket.

You can tell if a jacket is 3-in-1 compatible by the following features:

system zippers for attaching the inner and outer jacket
loops and press studs on the sleeves and neck area for a secure fit
a hangtag on the product that shows the 3-in-1 compatibility right at purchase.

There's also a note in the product description indicating whether a jacket is 3-in-1 compatible.

The water column indicates how waterproof a material is. It describes how much water pressure a fabric can withstand before water penetrates it. It is measured in mm of water column (mmWC).

Basically: the higher the water column, the more waterproof the material is. Our TEXAPORE technologies offer different levels of waterproofing depending on the area of use and reliably protect against rain and moisture.

For comparison: if you sit on a wet meadow wearing waterproof trousers, the material is subjected to a pressure of around 2,000 mm water column. No need to worry – your trousers can easily handle that. But it also shows that the water column not only describes the intensity of a rain shower, but also how much pressure acts on the material from the outside – for example, when you just sit down in the grass. Even though pressure is usually measured today in pascal (Pa) or millibar (mbar), in the outdoor and textile sector the measurement in mm water column (mmWC) has become standard. This way, different materials can be easily and reliably compared with each other.

The right size is crucial for comfort and being blister-free – and blisters are definitely not the kind of souvenirs you want to bring home from your tour. Hiking boots should usually be about one size larger than your street shoes, as your feet swell throughout the day. There should be around 1.5 cm of space between your toes and the toe of the shoe, while the midfoot should fit firmly and securely.

Besides size, the intended use is also important:

Light walks in the forest: flexible, lightweight shoes for everyday comfort Wild Hike Texapore Family: with Texapore for waterproofing and Texaride midsole for all-day comfort
Wild Hike Family: Texaride midsole for all-day comfort and mesh upper for good ventilation
PS Trail Family: comfortable and very lightweight everyday outdoor shoe

Hiking holiday in mountainous regions: robust shoes with more stability and grippy soles.

Apex Hike Texapore Family: Texagrip for great grip on any terrain, Texapore for waterproofing.
Vojo Tour Texapore Family: Texapore for waterproofing.

Challenging tours in alpine terrain: Very stable shoes for tough terrain.

Apex Hike Pro LTH Texapore: Texagrip for strong grip, Texaplate for extra stability, Texapore Ecosphere Pro for very high waterproofing.

Yes, because depending on the area of use, different features are important. For alpine backpacks, for example, freedom of movement is key, for trekking backpacks it's optimal load transfer, and for hiking backpacks, among other things, ventilation comfort. It's no wonder, then, that one backpack alone isn't the best choice for every adventure.

The large backpack models from Jack Wolfskin come with carrying systems that allow for variable weight distribution between shoulders and hips. Key features include a stabilising internal frame and a padded hip belt. Besides the right backpack size and back length, the correct adjustment of the carrying system to your individual measurements is crucial for good comfort – after all, the backpack is supposed to carry you, not the other way around.

A backpack fits properly when the hip belt rests on the iliac crest, that is, on the bones above the hips, and carries the main weight there. The shoulder straps should sit close to the body without digging in and keep the backpack stable against your back. The chest strap secures the shoulder straps further without restricting breathing.

For the perfect adjustment of your backpack, we recommend visiting a JACK WOLFSKIN STORE. Our trained staff are there to help you with advice and hands-on support, showing you all the necessary techniques.

You can find more information on setting up the carrying system and care in the backpack instructions.

For optimal care and a long lifespan of your product, you should always follow the care instructions on the label. We recommend using the care products specifically designed for our products from Jack Wolfskin. These ensure gentle cleaning and help maintain the material's properties. Each care product comes with usage instructions, which you should read carefully before use. If you use other detergents, they should be bleach-free, and you should avoid fabric softeners, as these can damage the material or affect its functionality.

Drying your product should also always be done according to the instructions on the care label. If the product has a DWR finish (Durable Water Repellent), meaning a water-repellent coating, we recommend using Jack Wolfskin's impregnation products – or alternatively our impregnation service. If you impregnate your product at home, it should be reactivated with heat afterwards. This can be done by tumble drying or ironing (without steam) according to the care label. This keeps the water-repellent function of the material intact or restores it. For products with down filling, pay special attention to proper drying after washing according to the care label. The down product should be completely dry. To help the down fluff up again and retain its loft during drying, it's best to add tennis balls or special dryer balls to the dryer – a bit like a spa treatment for your jacket. If tumble drying isn't possible, you can also air dry the down product. Make sure to dry it lying flat on the drying rack and regularly fluff the down by hand.

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