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Following Microsoft’s announcement to reduce support for Internet Explorer 11 even further, along with their recommendation to switch to Microsoft Edge, we, too, have now decided not to support this browser any longer. This was a conscious decision, on the one hand in order to protect you and your data, and on the other to ensure that we can implement new technologies that Internet Explorer 11 does not support.

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Customer Complaints & Requests

Who do I contact if I have a complaint/repair request for an online order?

If you have purchased your article from our online shop, then please proceed as follows:
Simply attach your return label to your parcel and send to the following address:

JACK WOLFSKIN Retail GmbH
c/o E-COM RETOUREN
Wulmstorfer Wiesen 25
21629 Neu Wulmstorf
Germany

If you do not have a return label, then just contact our customer service team at eshop@jack-wolfskin.co.uk, who will gladly send a new one out to you, so that you do not incur any costs to send back your item.\

Please specify your preferred method of reimbursement (repair, refund or a replacement article). Please note, however, that our complaints department can only decide on how to handle your case (repair, refund or a replacement article) after reviewing the article. We also reserve the right to reject a claim if the warranty period of 2 years has expired, or if there are no defects present with regards to the material or workmanship.

If you purchased your items from a store or retailer, please use these as your direct points of contact. See also "Where do I return products bought in store/from a retailer?".

Please note that the article must be sent to us in order to make a decision on your claim. If you are unable to send the damaged item to us whilst travelling, then please contact our service team at service@jack-wolfskin.com

Please be so kind to send only washed clothes or clean shoes, backpacks etc. and make sure that they are really dry, so that no mould can form in the closed package. Otherwise, it is unfortunately not possible to process your claim.

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Contact and help

Do you have any other questions or do you need individual assistance?
If so, please get in contact with our customer service team:

Email
00800-96537546
00800-WOLFSKIN
Live-Chat
Free hotline: Mon-Sa 08:00-20:00 (CET)
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Contact & feedback
Email
Help-FAQ
00800-96537546
00800-WOLFSKIN
Live-Chat
Free hotline: Mon-Sa 08:00-20:00 (CET)