Online Order

• How do I place an order on the Jack Wolfskin online shop?
• Do I need to register to order?
• What is the minimum order value and is there an order limit?
• Why can’t I complete my order?
• What happens when I have successfully placed my order?
• What is the status of my order?
• Can I change my order/address information retrospectively?
• Can I cancel my order?
• Can I order over the phone too?
• How do I get my invoice and where can I see it?
• Can I send an order as a gift (i.e. without the invoice included)?

• How do I place an order on the Jack Wolfskin online shop?

  You can get order products straight to your door at any time from our JACK WOLFSKIN online shop. You must follow a few steps to complete your order:

  Click onto the product page of your desired product and select the desired colour and size. Finally, add your article to the basket. You can do this easily by clicking “add to basket”. You then have the option either to select other items or to go straight to your basket. There you will find the list of your chosen items and you are able to change these if necessary. When everything is complete, click on the yellow button labelled “go to checkout”.
  From here there are only three steps left to successfully completing your order.

  Step 1 – the registration
  If you already have a customer account, then sign in using your details as the first step. If you don’t have an account with us yet, then you can create one here. If you do not wish to open an account, then it is also simple and easy to order as a “guest”.

  Step 2 – the shipping
  You should enter your billing address and date of birth as the next step. Please note that fields marked with an asterisk* must be filled in, in order to complete your order. If you enter your phone number, our customer service team will be able to easily contact you, should there be any problems with your order. When selecting your delivery address, you can decide whether your package is sent to a JACK WOLFSKIN STORE of your choice, to your billing address or to an alternative address.Please note that some delivery options may be unavailable depending on the shipping provider and you may need to change. If you are already registered as a customer, your details are already stored and you can go straight to the next step, unless you wish to change any information. You will be taken to the next step by clicking on the “next” button. If you do not reach the next step, then you will be notified with an error message.

  Step 3 – payment/overview
  You can select your chosen payment method here. You can complete your order at this stage. You will receive a green confirmation notification if your order is successful. You will also receive an email confirmation.

• Do I need to register to order?

  No, you can also order from the online shop without having an account. To do this, you must simply complete the purchase as a "guest" and then provide your billing information and, if necessary, a different delivery address.
  After ordering, you will receive a non-recurring customer number, which does not correspond to a registered customer account with us. Your details will only be saved for the purposes of your order and not used for any other purposes.

• What is the minimum order value and is there an order limit?

  There is no minimum order value on the JACK WOLFSKIN online shop.
  There is no fixed order limit in our shop.

• Why can’t I complete my order?

  Sometimes unforeseen problems can occur. If you have made a mistake, an error message will usually appear.

  Our customer service is also happy to help you if you cannot complete your order.
  It is recommended that you keep some details about your issue, such as the error message or which browser you are using, to hand for when you call, or provide screenshots with your email.

• What happens when I have successfully placed my order?

  You will receive a green confirmation notification if your order is successful. You will then immediately receive confirmation by email. As soon as your goods are on their way to you, which is usually 1-2 days after placing your order (excluding weekends), you will receive a shipping confirmation.
  In rare instances, there may be some items that cannot be sent from your order. If this happens, we will let you know about your partial delivery and/or cancellation in a separate email.

• What is the status of my order?

  If you can't wait for your new JACK WOLFSKIN equipment to arrive, then you can check the status of your order directly from your customer account, or alternatively via DHL.

• Can I change my order/address information retrospectively?

  No, our processes are so fast (so that you receive your package as quickly as possible), meaning that a retrospective change of address is no longer possible.
  If you still wish to change your order, then we ask that you place a new order with your desired items and return the original order to us within 14 days.

• Can I cancel my order?

  Due to fast logistic processes, which should prevent you from waiting a long time for your package, it is not possible to change or cancel a successfully completed order.

• Can I order over the phone too?

  If you have no way to place your order online or if you are having any problems, then please feel free to contact our customer service team for assistance over the phone.

  You can reach our customer service team at:
  00800-96537546
  00800-WOLFSKIN

• How do I get my invoice and where can I see it?

  An invoice containing the JACK WOLFSKIN bank details can be found in the attachment sent with your shipping confirmation via e-mail.
  If the billing addresst corresponds to the delivery address, then the invoice will be enclosed in the shipping box of your order.

  Unfortunately, it is not currently possible to call up your bill via your customer account.

  If you cannot find your invoice, then feel free to contact our customer service team.

• Can I send an order as a gift (i.e. without the invoice included)?

  We do not currently offer a gift wrapping service. However, an invoice is not enclosed if the package is being sent to a different address.