Frequently asked questions
We’re a startup run by a small and insanely committed team – we like chatting and we employ zero robots. So if you’ve got a question that we’ve not covered here, just email us at firstname.lastname@example.org
How can I make sure I don't miss out on new Vollebak launches? Open Accordion
Signing up to our email newsletter gives you advance access to all our latest gear before it even launches. If you’re not already signed up to get these emails you can sign up here.
How do I know what size will fit me? Open Accordion
Can I return or exchange an item I've bought from you? Open Accordion
We offer free returns and exchanges up to 30 days after you receive your order. Christmas returns: We have an extended returns period for any orders placed between 1 and 21 December 2018 – if you buy during this time, you can return items from your order anytime up to 31 January 2019.
It’s very simple to return or exchange an item, and we cover the cost of return postage – just email email@example.com with your order number and we’ll get this sorted for you. You can also read more about returns and exchanges here.
Can I change my order details or shipping address after I’ve placed my order? Open Accordion
The best way to make any changes to the items you’ve ordered is to place a new order through our website, then email us on firstname.lastname@example.org to ask to cancel and refund your original order. Doing it this way will make sure you don’t miss out on the size or colour you want to get, if the product you’re ordering is selling fast.
The same thing goes if you’ve entered the wrong shipping address during checkout – the best way to fix this is to place a new order with the correct details, then email us to cancel the original order.
If you’d prefer not to place a new order, you can instead email us with the changes you’d like to make. We’ll always try to make the changes, but if your order is already being processed it might not be possible.
How much does shipping cost? Open Accordion
We offer free standard delivery on orders over $175 USD / £150 GBP / €150 EUR. See Shipping for full information on shipping costs.
When will you ship my order and when will it arrive? Open Accordion
With our Express shipping option, you can place an order anytime up until 3pm CET Monday to Friday, and we’ll ship it on the same day. With Standard shipping, we’ll ship your order on the same day or on the next day.
We don’t ship orders on weekends or bank holidays, so if you place an order on one of these days, it’ll ship on the next working day.
With our express delivery option, orders can get to the US in 1-2 working days, worldwide in 2-3 working days, and next working day in the UK. See Shipping for more info on shipping speeds.
Which countries do you deliver to? Open Accordion
We deliver to most destinations worldwide. If your country is not available in the address section on the checkout page, please email email@example.com so we can help you.
Unfortunately we’re not currently able to deliver orders to Russia, but we’re looking for a solution that will mean we can restart shipping to Russia as soon as possible.
Will I have to pay import duties on my purchase? Open Accordion
USA and Canada: We cover any import duties and customs fees for orders to the USA and Canada, so you won’t have to pay anything after completing your purchase on our website.
EU: All of our orders ship from within the EU, so no import duties apply for deliveries to EU countries.
Switzerland: We cover any import duties and customs fees for deliveries to Switzerland, so you won’t have to pay anything after completing your purchase on our website.
Japan: We cover any import duties and customs fees for deliveries to Japan, so you won’t have to pay anything after completing your purchase on our website.
All other destinations: You may have to pay import duties and customs clearance charges. These charges will be applied by the carrier on behalf of the local customs authority, and it will be your responsibility to pay these charges to the carrier before your package can be delivered to you.
Can I buy a Vollebak gift card? Open Accordion
Yes, you can buy our gift cards here. As soon as you buy one of our gift cards we email it straight over to you, so you don’t have to wait for anything to be posted out.
After you’ve bought a gift card you’ll be able to choose who you want it to be emailed to and when – down to the exact day and hour. Each card comes with a unique code that can be used to buy anything on our site at any time. And the card can be used on a single purchase, more than one purchase, or as part payment towards a purchase.
There’s no expiry date that you have to use the gift card by.
Do your products come with a guarantee? Open Accordion
We guarantee all the gear we make. And it’s designed to be worn hard and in extreme places. It’s why our kit has been used to abseil into volcanoes, trek through jungles, run across mountain ranges, and fight the Arctic winter. It’s even survived Burning Man.
But if you’ve got a piece of kit and something has gone wrong just let us know and we’ll sort you out. We’ll always try to repair it. If we can’t repair it, we’ll replace it. And if we can’t replace it, we’ll refund you.
Just email us at firstname.lastname@example.org anytime.
What payment methods do you accept? Open Accordion
We accept Visa, MasterCard, American Express, PayPal and Apple Pay. All of these payment options are 100% secure, with encrypted transactions handled through Shopify Payments, Stripe and PayPal.
Where do you make your gear? Open Accordion
All of our gear is manufactured in Europe.
Can I buy Vollebak gear from any shops? Open Accordion
The only place to buy Vollebak gear is on this website – you can see our full range here.
I'm a journalist - how can I find out more about Vollebak or get hi-res images of your kit? Open Accordion
If you’re a journalist who’d like to know more about Vollebak, arrange an interview with our founders or get hold of some hi-res images of our kit, email email@example.com and we’ll be happy to get this sorted for you.
Who can I talk to about becoming a Vollebak athlete? Open Accordion
We’re always happy to hear from athletes doing epic things. Email firstname.lastname@example.org to tell us what you’re up to.
Can I stock Vollebak gear in my shop or become a wholesale supplier? Open Accordion
This isn’t something we do right now, but you’re welcome to email us at email@example.com to register your interest in working with us as a wholesaler or stockist.