Frequently Asked Questions
Find answers to our most frequently asked questions.
Find answers about
General Questions
Are your products suitable for beginners as well as experienced outdoor enthusiasts?
Yes. Our product range includes gear that can be used by both beginners and more experienced outdoor enthusiasts.
Some products are suitable for people who are just starting with hiking or camping, while others may be useful for those who already have experience with outdoor activities.
How can I get advice about which products are right for me?
If you have questions about a product, you can contact us by email or through the contact form on our website.
Our team can provide general information about the products so you can decide which items may best fit your needs.
Find answers about
Orders & Payments
Which payment methods do you accept?
We support several commonly used payment methods, including Credit card, PayPal, Apple Pay, Google Pay and Klarna. The available options may vary depending on your location and the payment provider.
Can I pay later for my order?
Yes, depending on your location you may have the option to use Klarna during checkout. Klarna allows eligible customers to complete their purchase and pay later according to Klarna’s payment terms.
Will I receive an order confirmation?
After placing your order, you will receive an order confirmation by email. This message contains an overview of your purchase and the order details. If you do not see the email, please check your spam or junk folder.
Can I change or cancel my order?
If your order has not yet been processed, it may still be possible to change or cancel it. Please contact us as soon as possible if you need assistance.
Orders are usually processed within 1–2 business days, which means changes may not always be possible once processing has started.
“Your questions guide the way — we’re here to help you find the right path.”
Find answers about
Shipping & Delivery
What are the shipping costs?
We currently offer free shipping on all orders delivered to the United Kingdom.
Shipping policies may be updated from time to time and the final shipping cost, if applicable, will always be shown during checkout.
How long does delivery usually take?
Delivery times depend on the order processing time and the shipping time.
Orders are typically processed within 1–2 business days (Monday–Friday) after your order has been placed. Once your order has been processed and shipped, the estimated transit time is 7–12 business days.
This means the total estimated delivery time is approximately 8–14 business days from the moment your order is placed.
Shipping times may vary slightly depending on your location, the shipping carrier, or external factors such as customs procedures or peak shipping periods.
Can I track my order?
Yes. Once your order has been shipped, you will receive an email with a tracking number and track & trace link so you can follow the delivery status of your package.
Find answers about
Returns & Exchanges
What is your return policy?
You can return your order within 30 days after receiving it. To be eligible for a return, the item must be unused and returned in its original packaging.
How long do I have to return my product?
You have 30 days from the date of delivery to return your item. Returned products should be unused and in the same condition as when they were received, including the original packaging.
Do I have to pay for return shipping?
Yes. For standard returns (for example if the item is not the right size or you changed your mind), the return shipping costs are the responsibility of the customer.
We do not charge any restocking fees. Once your returned item has been received and inspected, the refund will be processed to your original payment method.
If the item arrives damaged, defective, or incorrect, we will cover the return shipping costs.
How do exchanges work for a different size or color?
If you would like a different size or color, you can return the original item and place a new order for the preferred option.
This helps ensure the replacement product can be shipped as soon as possible.
When will I receive my refund after returning an item?
Once we have received and inspected the returned item, refunds are typically processed within 10 business days.
The refund will be issued to the original payment method used for the purchase.
“Good gear matters, but helpful support matters just as much.”
Find answers about
Products & Warranty
How do I choose the right size?
For clothing and footwear, a size chart is provided on the product page to help you choose the correct size.
If you are unsure about sizing, you can contact our support team for additional guidance before placing your order.
What materials are used in your products?
Our products are made from materials selected for durability and practical outdoor use.
Information about the materials used in each item can be found in the product description or specifications section on the product page.
Do your products come with a warranty?
Yes. Our products include a 2 year warranty that covers manufacturing defects. If you experience an issue with a product, please contact our support team with your order number and a description of the problem, and we will review the case and advise you on the next steps.
“Ready for your next adventure? We’re here to support you.”
Find answers about
Account & Customer Service
Do I need an account to place an order?
No, it is possible to place an order as a guest without creating an account.
However, creating an account can make it easier to manage your orders, view your order history and complete future purchases more quickly.
How do I create an account?
To create an account, click on the “Account” option at the top of the website and follow the registration steps.
You will be asked to enter basic details such as your email address and a password.
How can I reset my password?
If you have forgotten your password, you can request a reset through the login page.
Select the password reset option and follow the instructions sent to your email address to create a new password.
Do you offer customer support or a chat service?
Yes. You can contact our support team by email or through the contact form on our website.
In addition, a live chat may be available on the website to help answer common questions.
How can I contact you if I have questions or complaints?
If you have questions about an order or product, you can contact us by email or through the contact form on our website.
Our support team will review your message and respond as soon as possible.
Find answers about
Sustainability & Company
Are your products produced sustainably?
When selecting products for our store, we pay attention to factors such as durability and quality. Products that are designed to last longer can help reduce the need for frequent replacement.
Information about materials and product features is available on the individual product pages.
How do you support environmentally responsible outdoor activities?
We aim to offer products that can be used repeatedly and that are suitable for outdoor activities.
In addition, we encourage responsible outdoor practices such as reducing waste and taking care of natural environments while hiking or camping.
Do you have tips for more sustainable outdoor activities?
Many outdoor enthusiasts follow simple practices to reduce their environmental impact.
Examples include:
- taking all waste back with you
- using reusable water bottles and containers
- choosing durable gear that can be used for longer periods
- respecting nature and staying on marked trails
These practices can help support a more responsible outdoor experience.
