1. Fill out the return form that was enclosed with your order. Make sure to choose the correct return code for exchanges and note the color and size of the product that you want in exchange.
2. Place the product that you want to exchange in a bag together with the form and place the pre-paid return label on the package. If you’re using the bag that the products came in, place the return label over the original shipping label.
3. Hand over the package to UPS, they handle our returns through their network of service points.
4. If you’ve chosen to pay through invoice, contact Klarna to pause your payment. If you’ve chosen a different payment method, your refund will be issued automatically once your return has been approved, typically within five business days.
Note: Since January 1st a commercial invoice is required for all packages being returned from the UK and must be handed over to the carrier along with your return parcel; three copies should be included among the return documents enclosed in the parcel you received. If that is not the case, please contact our customer service team
Please fill out all the fields on your commercial invoice and make sure to sign it as well. Total amount of return = the total value of the returned items
The commercial invoice and the prepaid UPS label go on the outside of your return package, give the other copies of the commercial invoice to the shopkeeper / UPS driver directly.
Keep in mind that the fastest and easiest way to exchange a product is simply to return it and place a new order. If you’d rather handle it as an exchange, please note that you can’t switch out the product model, only the size or color of the product that you originally ordered. If you bought the product on sale, you may not exchange it for a different color. The first exchange is free, after that we charge a fee of £6 to reduce the emissions from transportation. We only approve returns of clothes that come back to us in their original condition. If you’ve used, washed or removed the tags from the clothes we won’t be able to resell them to another outdoor adventurer and can’t approve your exchange. Unfortunately, we have to charge a fee of £13 for unapproved exchanges to cover our losses. You must use our pre-paid return label to get free shipping. If you’ve lost your return form or label, please contact our customer service team.