Help And Information

How long have you been supplying Jack Wolfskin products?

 

We were one of the first outdoor shops to supply Jack Wolfskin Products and have been doing so for almost 20 years. We then became one Jack Wolfskins' premier stores with a "Shop in Shop" of Jack Wolfskin in 2003. We continue to be a family run business in South Wales and have strong business and social relationships with Jack Wolfskin in Germany. This allows us to be very flexible and adaptive to customers special requests.

 

Can you supply any Jack Wolfskin Spare Parts?

 

Yes. We can supply most replacement parts for equipment including tent poles, buckles, etc. These are all Genuine Jack Wolfskin Parts supplied directly from Jack Wolfskin to us. Repairs or replacement will be free if the item is purchased from us and is still under warranty (normally 2 years) or will be at a small cost if out of warranty. Please call us on UK 01792 646647 to get a quote.

 

What is the normal delivery time?

 

Delivery is normally within 7 working days from the date of; “your order has been processed successfully” email. An order completed email will be delivered to you within 48 hours of the actual delivery and this email will contain tracking information.

Whilst we strive to adhere to this timescale, there will be items that we will need to source from the Jack Wolfskin Warehouse in Hamburg, Germany and this may cause delivery to take up to 14 working days.

If for any reason you require your goods urgently, please contact the store on (UK) 01792 646647 and we will try to get the order completed as quickly as possible.

 

Delivery to the rest of Europe can take an additional 5 days and delivery to the rest of the world can take an additional 21 days.

 

What delivery service do you use?

 

We use either Parcel Force Courier or Royal Mail to deliver our parcels depending on the weight and value.

Our parcels are sent by a signed for service and are usually delivered between the hours of 9:00am and 5:30pm on a working day (Monday-Friday), so please provide us with the most convenient delivery address for you.

If you are out when our couriers call they will leave a card and you can phone to arrange a convenient time for redelivery.

 

How much will I pay for delivery?

 

Due to the current economic climate our courier has increased their charges to us, so we have regrettably had to increase our charge to our customers as of Jan 2012. Our current delivery charges are outlined below:

 

UK £6.00

 

CHANNEL ISLANDS £15

 

BFPO FREE POSTAGE

 

BELGIUM, GERMANY, DENMARK, LUXEMBURG, NETHERLANDS, IRELAND £15

 

USA, CANADA, ESTONIA, FINLAND, HUNGARY, POLAND, PORTUGAL, SWEDEN £33.33

 

AUSTRIA, LIECHTENSTEIN, SWITZERLAND £20

 

CZECH REPUBLIC, SLOVAKIA, ITALY, SPAIN £22

 

GREECE, ICELAND, NORWAY, ROMANIA £30

 

AUSTRALIA, HONG KONG, JAPAN, NEW ZEALAND £35

 

We ship worldwide, so if you can’t see a postage cost for your location, please contact us.

 

What methods of payment can I use?

 

We accept the following cards:

 

VISA (INCLUDING ELECTRON),    AMEX,    MASTERCARD,    MAESTRO,    SOLO AND DELTA CARDS.

 

WE ALSO ACCEPT PAYPAL

PayPal means that you do not need to spend time registering on our site and also means that we do not get to see any of your card or bank information making it very quick and secure to purchase from our site but unfortunately PayPal charges us a significant percentage for this fast and convenient service, and although we subsidise this, you will be charged an additional 5% to your order.

 

Who has access to my personal information?

 

Only our in-house admin staff will have access to the information you supply us. At no point will any of your information be shared with any other third party and all card and bank information will be deleted from all our systems 28 days after the date of your order.

 

How do I return unwanted or faulty goods?

 

If you find your purchase is unsuitable for any reason you can return the item(s) for an exchange or refund up to 14 days from the date of delivery.

Before returning any items to us, please contact the store by email or phone to request a return form and returns instructions.

Please have your order ID and product information ready.

We recommend that all items be returned either by SPECIAL or RECORDED delivery so that you are covered if for some reason the retuned parcel is not received.

 

We cannot accept returns for pants, bras, and swimwear under any circumstances. If you return these then you will not be refunded or exchanged.

 

You are responsible for the return parcel so please pack the goods appropriately and send via a recorded service. The return will be at your expense.

 

Can I return climbing equipment?

 

Please note that for your safety we are unable to exchange or issue a refund for any new and unused climbing equipment once it has left our premises. Please bear this in mind before you make your purchase. (This does not affect your statutory rights)

 

What does the status of my order actually mean?

 

Not Finished:

Your order has just been placed and we have not begun to deal with it yet.   We aim to deal with your order within 24 hours of it being placed.

 

Processed:

Your order has been confirmed and all items are available. At this point and goods that need requesting from the warehouse will be confirmed and you will be charged.

 

Complete:

Your order has been dispatched from our store and will be delivered within 48 hours.

 

Queued:

There is a problem with the order.   You will have been contacted by us to explain the problem either by email or telephone. If for any reason you have not been contacted, please email or call the store so that we can resolve the issue.

 

Backordered:

Some items are temporarily sold out or will be available from a certain date.   These items will be backordered and you will receive them within 7 working days after the restock date. If you have not been advised when the goods will be available then please contact us.

 

Failed:

The order has been cancelled.

 

Declined:

The payment for your order was declined or not authorised by your bank. Please contact us immediately if you still require the order.

 

How do I see the other colour options of a product?

 

Use the colour options drop down box on the product page. When you select each colour, the main product image should change to show that colour. If you do not think the colou