Support
Return Policy
Extended Holiday Return Policy
Orders placed from November 13th can be returned until January 15th — giving you plenty of time to gear up and gift without worry.
Be aware of fake websites
We’re aware of websites and social media ads that try to imitate Klättermusen. These pages may look similar to ours, but they are not connected to us and often promote unusually large discounts to attract visitors.
Our official, and only, website is klattermusen.com. You can also find genuine Klättermusen products through our trusted partners listed in the Find a Store section on our website. If you’re ever unsure or want to double-check, our customer service team is happy to help.
Returns
Returns are subject to a return shipment fee of 30 HKD, which will be deducted from your refund.
To be eligible for a return, the product must be unused and undamaged, with all original tags intact, and returned in its original packaging. Returns must be made within 30 days from the delivery date.
How to return
To return products, follow these steps:
1. Register your return at the bottom of the page to receive your return shipping label.
2. Attach the return label over the original shipping label (QR code via PostNord for printing).
3. Drop it off at the nearest collection point.
Return Customs Documentation
For returns from Hong Kong, customs documents are required. You will receive three copies of the customs invoice when printing, please place these three copies in the following order:
– One copy next to the return shipping label
– One copy on the inside of the package along with the returned products
– Hand one over to the driver picking up the package or to the staff at the pick-up point
Refunds
Returns are processed within 14 business days, and the refund will be issued to the original payment method. In the case of a full return, the initial shipping fee will also be refunded.
Exchanges
Unfortunately, we do not offer exchanges. Please return the item and place a new order.