Frequently Asked Questions

Account

Do I need to set up an account to place an order?

No, you can place an order without setting up an account by checking out as a Guest.

We recommend all of our customers register for an account to receive the following benefits:
Order & Return history
Add items to your Wish list
Save your address for quick check out
Be the first to know about new products and promotions

How do I reset my password?

To re-set your password, follow the 'Forgot Password' instructions on the My Account login page.

Billing

How can I choose the currency I wish to pay in?

Currency is based on the delivery destination of the order.  To ensure you view the most accurate information, please select your country from the list of shipping destinations found at the top of the page.

What payment methods do you accept?

We accept Visa and Mastercard.

We also offer Klarna invoice payments in the following countries:
Sweden, Norway, Finland, Germany, Denmark, Netherlands and Austria

Orders with Klarna payment must also be sent to the cardholder's billing address. Learn more about Klarna

How much duties and taxes will I owe?

Taxes and duties are calculated according to your delivery destination.

Orders shipped within the EU and Norwary are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.

Orders delivered to all other destinations are sent DDU (Delivery Duty Unpaid) and the product prices displayed are exclusive of all taxes and duties. Once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.

View our Delivery information in more detail.

How do I know that the payment has gone through?

You will be taken to an order confirmation page in your web browser and you will also receive an order confirmation email.

When will I receive my invoice?

If you paid with Klarna, the invoice will be sent to you when your order ships. Your order confirmation is your receipt. If you want to manage your purchase log in to my.klarna.com. At My Klarna you can extend the due date, freeze the invoice prior to return and much more. More info on Klarna.com

Why won't my credit or debit card payment go through?

Try refreshing the page or changing your browser. Please also make sure you have money in your account. If the problems persist, contact your bank.

Is my personal information secure?

We take data protection seriously, and your information will only be shared with third party partners where they abide by applicable data protection legislation For more information, please read our Privacy Policy in full.

We will never sell your information.

Klarna

I have returned my order and my invoice due date is soon, do I have to pay the invoice?

Our return time varies, so please monitor your invoice to avoid extra charges.  Klarna offers customers the ability to pause invoices for orders being returned or that have defects. You may also pay the invoice and we will refund the amount when the return process is completed.
To manage your Klarna invoice and for more information visit https://www.klarna.com/

I want to partially return my order, can I pay for just the products I am keeping?

We recommend that you either pay the full invoice and get a refund for your returned products or freeze your invoice with Klarna until your product(s) have been credited by us.

I have not received an invoice, where can I find it?

You can log in to Klarna to find and manage your invoice.

My return was not credited in time and I got a reminder fee, will Klättermusen pay it?

No, you are responsible for your invoice due dates. Please contact us after you have reported your return with Klarna and your invoice has not been credited within 15 days after we have received it.

What options for payment do Klarna offer?

Please head in to Klarna for additional info regarding the payments they except.

I am not able to choose Klarna invoice, what do I do?

Please contact Klarna in your country and they will help you.

Can I extend the due date of my invoice?

Yes, please log in to your Klarna account to find your invoice
and available options.

Orders & Returns

What countries does Klättermusen Ship to?

We currently ship to all countries in the European Union, Switzerland, Norway (with the exception of Svalbard), USA, Canada, South Korea, Taiwan, Japan, China, Indonesia, Russia, Singapore and Australia.

Please check our Store Locator to see if there are shops that ship to you.

How can I check my order status?

You can check your order status by logging into My Account and navigating to your order.

You will also receive a shipment notification via email when your order has been dispatched from our warehouse.

Can I change or cancel my order?

Before your order has been prepared for dispatch we can cancel it.

Unfortunately we are unable to make updates such as removing items, adding discounts or updating the billing address after an order has been placed.

How can I track my order?

Once your order has been dispatched, you will receive an email containing your air waybill number to track your package.

If you have registered, you can also follow the progress of your delivery by signing into My Account and navigating to Orders.

How do I return a product?

If you want to return or exchange the product, please follow the instructions on the return form included in your shipment. You have 30 days from the date of delivery to do so. The item must be in the same condition it was received, including all labels, original packaging and the delivery note. Please visit our Returns page for more details.

I have returned an item. How do I know you received it?

We will send a confirmation email once your return has been processed. It may take up to 2 weeks for us to process your return after it has arrived to our warehouse. Refunds do not include shipping fees. In the meantime, you can always check your tracking number to confirm if it was delivered.

If you have registered with us you can also check the return status in My Account.

Care & Maintenance

How long is the warranty on klättermusen products?

Klättermusen products are fully warranted against defects in materials and workmanship for three years.

How do I repair a klättermusen product?

Please visit our Service page to fill out a form describing the issue. Please include pictures of the product so we can take a closer look and advise on the best course of action. If an accident has occurred or if your product is older than three years, our seamstress can repair your product for the cost of 500SEK / hour + material costs.

How long will a repair take?

We aim to repair products within two weeks of receipt however during high volume times repairs can take longer.

I need a spare part for my Klättermusen product.

We keep some spare parts in stock. Please contact our Service department to request a part and we will do our best to get you what you need.

How do I care for my klättermusen product?

Please follow the care instructions, typically found on the inside tag of the product. You can also refer to our general Washing & Care instructions.