We are discovering new paths for you ...
On our exploring expedition we discovered new styles and are mapping out the paths so you can discover them too! We are due to be back at the base camp by 12h.
In the meantime, look at our online logbook:
FAQ
How do I place an order on the Jack Wolfskin online shop?
You can get order products straight to your door at any time from our JACK WOLFSKIN online shop. You must follow a few steps to complete your order:
Click onto the product page of your desired product and select the desired colour and size. Finally, add your article to the basket. You can do this easily by clicking “add to basket”. You then have the option either to select other items or to go straight to your basket. There you will find the list of your chosen items and you are able to change these if necessary. When everything is complete, click on the yellow button labelled “go to checkout”.
From here there are only three steps left to successfully completing your order.
Step one – the registration
If you already have a customer account, then sign in using your details as the first step. . If you don’t have an account with us yet, then you can create one here. If you do not wish to open an account, then it is also simple and easy to order as a “guest”.
Step 2 – the shipping
You should enter your billing address and date of birth as the next step. Please note that fields marked with an asterisk* must be filled in, in order to complete your order. If you enter your phone number, our customer service team will be able to easily contact you, should there be any problems with your order. When selecting your delivery address, you can decide whether your package is sent to a JACK WOLFSKIN STORE of your choice, to your billing address or to an alternative address.
Please note that some delivery options may be unavailable depending on the shipping provider and you may need to change. If you are already registered as a customer, your details are already stored and you can go straight to the next step, unless you wish to change any information. You will be taken to the next step by clicking on the “next” button. If you do not reach the next step, then you will be notified with an error message.
Step 3 – payment/overview
You can select your chosen payment method here. You can complete your order at this stage. You will receive a green confirmation notification if your order is successful. You will also receive an email confirmation.
What is the status of my order?
If you can't wait for your new JACK WOLFSKIN equipment to arrive, then you can check the status of your order directly from your customer account, or alternatively via Parcelforce if you chose this shipping option.
How do I send my order back?
If you wish to return an item, you can do so within 14 days, free of charge.
Use the return label provided and stick this to the outside of the package. If you are not in possession of one of these, then our customer service team will gladly help you further.
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!
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.
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
How can I subscribe to the newsletter?
It is so easy to do! You have several different options for signing up to our JACK WOLFSKIN newsletter:
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.
You will then receive your welcome voucher by e-mail.