Support
Return Policy
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
Starting from 7 November at 13:00, new return conditions apply:
– Returns by mail are no longer free of charge. A return shipment fee of 7 EUR will be deducted from the refund.
– Returns in store are free of charge.
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.
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.
Returns from Norway, Switzerland, United Kingdom, USA, Canada, Hong Kong, Japan and South Korea
For returns from the above countries, 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
For the markets listed below, a return handling fee is charged:
USA - $30
Canada - 30 CAD
Hong Kong - $30
Japan - ¥4500
Korea - ₩40 000
Exchanges
Unfortunately, we do not offer exchanges. Please return the item and place a new order.