Returns

At Jack Wolfskin, we're committed to ensuring your happiness with every purchase. If you've made an online purchase within the last 30 days and have unworn merchandise with all original tags attached, we're here to make returns easy for you.

Please note that each return must be processed individually, and items from different orders cannot be returned together. If you are returning items from multiple orders, ensure they are packaged separately.

Start your return process or check your current returns.

Start your return Check returns

Return steps

Start your return: begin the return process online by clicking Start your return. If you are a registered user, you can also log into My Account and select the order you wish to return.
Prepare your return: ensure the item is complete, including the label and original packaging.
Package and label: seal the package well, attach the return label, and drop it off at the shipping carrier.
Confirmation and refund: after we receive and inspect the goods, you will receive an email from Jack Wolfskin confirming receipt of your return. We will then process your refund immediately. Refunds usually take 5–7 business days but timing may vary during the peak season.

Refund methods

Credit card: refunds for orders placed with a credit card will be credited back to the same card used for the original purchase. The refund will automatically be credited to your credit card once your return request is approved.
Gift card: refunds for orders placed with a gift card are processed via bank transfer. Once you've submitted your return request, please reach out to our Customer Service team to provide your bank account details for the refund to be processed.
Voucher: for orders made using a voucher, the refund will be processed to the original payment method. Please note that a new voucher will not be issued as part of the refund process. Vouchers and bonus points are not refundable in the event of a return.

General terms and conditions

Items returned within 30 days will be refunded in the original form of payment.
Items must be in their original condition, including their original packaging and all labels.
We reserve the right to reject returned products that do not meet our requirements for return.
Please bear in mind that we can currently only accept returned items that were purchased from the Jack Wolfskin online shop. For products purchased at a Jack Wolfskin store or from a retailer, please contact them directly.

If you have any further queries regarding the returns process at Jack Wolfskin, our Customer Service team will be happy to assist you.

Making a complaint?

If you have a problem with something that you ordered online, please take the time to describe the problem with the damaged item or good(s) that is/are the subject of your complaint and send it to our customer service at eshop@jack-wolfskin.com, or call us on 00800-96537546.
Our customer service will clarify how to proceed further and send you a returns label.
Our Quality department will check your item(s). If your complaint is traced back to a manufacturing defect, we will repair your item(s), send you a replacement of an equivalent value or refund the full purchase amount. Please let us know which solution you prefer. We will try our utmost to accommodate your wishes and/or contact you if we have any questions.
If the 2-year guarantee has expired, we are unable to detect any material or manufacturing defect, or the item has not been washed or cleaned, we reserve the right to dismiss the complaint.
If you have purchased your item(s) in a store or from a retailer, please contact them directly. Please also refer to Where should I complain about something I bought in a store or from a retailer?
For more details regarding your right of revocation, please read our Terms & Conditions.