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
Are orders being affected by the coronavirus pandemic?
It’s business as usual at our warehouse and our couriers are still able to deliver packages globally, so we’ll be able to ship your order as usual. Please get in touch on email@example.com if you have any questions about deliveries to your area. We’re a young startup run by a small and insanely committed team, so we like chatting and employ zero robots.
How can I make sure I don't miss out on new Vollebak launches?
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?
Can I return or exchange an item I've bought from you?
We offer free returns and exchanges up to 30 days after you receive your order. With movement restrictions in many countries due to the coronavirus pandemic, we know that it might be harder than usual to send your item back to us in this timeframe. So as long as you contact us about your return or exchange within 30 days, we’re happy to give you as long as you need to send the item back.
Can I change my order details or shipping address after I’ve placed my order?
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?
We offer free standard delivery on all orders. See Shipping for full information on shipping costs.
When will you ship my order and when will it arrive?
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.
With our express delivery option, your order can be delivered in Europe in 1-2 working days and in the US in 2-3 working days. See Shipping for more info on shipping speeds.
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.
Which countries do you deliver to?
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?
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.
Norway: We cover any import duties and customs fees for deliveries to Norway, so you won’t have to pay anything after completing your purchase on our website.
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?
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?
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?
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?
All of our gear is manufactured in Europe.
Can I buy Vollebak gear from any shops?
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?
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?
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?
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.