Frequently Asked Questions
What countries do you ship to?
We currently ship to all countries in the European Union, Norway, Switzerland, USA, Canada, Australia, South Korea, Hong Kong, Russia, Indonesia & Singapore. We are working hard to add to more countries, keep an eye on the website for updates. Please check our Store Locator to see if there are shops that ship to you.
How can I check my order status?
Once your order has been packed and shipped from our warehouse, you will receive a shipping notification email. In the email, there will be a link to track your package via our carrier’s website. The carrier will notify you when the package is ready for pick-up.
What is your standard delivery time?
Once a package leaves our warehouse, delivery takes 1-4 business days within Sweden and 2-4 business days outside Sweden.
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 Qliro, the invoice will be sent to you when your order ships. Your order confirmation is your receipt.
I want to add more products to my order. How do I do that?
Unfortunately, we are unable to add products to existing orders. To order additional products you must place a new order via our website. We do not accept orders by e-mail, telephone, letters or fax.
I want to remove one of the products from my order. How do I do that?
Contact the Webshop as soon as possible with your order details. If your package has not left our warehouse, we can remove the product from your order. If the product has been shipped or delivered to you, please return it by following the instructions on the return form that was sent with your order.
I want to change the shipping address. How do I do that?
Contact the Webshop as soon as possible with your order number and we will help you to change your delivery address. If you package has left our warehouse, we will not be able to change the address.
How do I cancel my order?
Contact the Webshop as soon as possible with your order number. If your order hasn’t been fulfilled yet, we can cancel it. If your order has already left our warehouse, please return it to us when you receive it by following the instructions in the return form. Customers are responsible for return shipping.
I cannot pay my bill on time. What do I do?
Please contact Klarna or your credit card company.
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.
How do I return my 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. We recommend you always ship with a carrier that provides tracking and insurance.
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.
I want to exchange my Klättermusen product. Can I exchange it directly with you even if I bought at a retail store?
If you want to exchange your product, please contact the store where it was purchased.
Do I need a receipt to return a Klättermusen product?
A receipt, invoice or order number is required to process your return. Alternately, a bank statement where we see when your payment was made could also be submitted as proof of purchase.
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 send an email to Service 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.
Can you send a new zipper slider? Mine is broken.
Of course! Email Service and let them know what product you need a slider for. Please include the number that is on the back of the slider if you still have it.
Do you sell spare parts for your products?
We keep some spare parts in stock. Please contact Service to request a part and we will do our best to get you what you need.
Can I order customized products?
We currently do not make custom-made products.
What size should I buy?
We recommend you to take a look at our Fit Guide fit guide to find your correct size.
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.