FAQ

Products & Promotions

How do I get more information about a product?

Please contact our customer support, either by phone: +46 480- 94 000 or by e-mail info@outnorth.com

We are happy to help you with your questions.

Where do I find the size guide for a product?

Most of the products come with a size guide. You will see a link called Size guide below the sizes on the specific product page. We get the size guides directly from the individual brands. If the product does not have any size guide or measurements, please contact customer support by mail info@outnorth.com.

View more

Orders

Can I check the status of a placed order?

Please log in to "My account" to see the status of your order. The first time you place an order with Outnorth we will create an account for you. When logging in for the first time, just click "Forgot your password?" to set your personal password. Once this is set up, you can log in at any time to see the status of your order, your profile, and previous cases and orders.

Are all the prices on Outnorth.com without VAT?

All EU residents will be charged our current prices including either 25, 12 or 6% VAT/sales tax. The VAT plus delivery costs will be shown in the checkout area, before you confirm the purchase.

There is no VAT applicable on sales to residents outside of the EU. In these cases the product prices without VAT and the relevant delivery cost will be shown in the checkout area before you confirm the purchase.

Import taxes and customs fees, according to each country’s legislations, will be paid by the customer in connection with the delivery of the goods. Please make sure to choose the desired country of delivery in the checkout area in order to see correct prices.

Is it possible to place an order by phone or e-mail?

No, we only accept orders online. Please go to the main page here and put the products you would like to buy in the shopping cart. To place your order, go to the checkout area and fill in the relevant information. When your order has been registered, you will see your order number on the screen and shortly after you will receive an order confirmation by email.

My discount code doesn't work, why ?

Please refer to the terms and conditions of your code and check if it is valid for the items you would like to buy. Check the following:

  • Spelling (i.e. dash, capital letters)
  • Expiry date
  • Range of products (i.e. tents or, electronics excluded)
  • Excluded pricing (i.e. discounted products excluded)
  • Excluded brands (i.e. Fjällräven)

If you can still not find an explanation for why it does not work, please contact our customer support. Please note that we always enclose the terms & conditions for the discount code in our e-mails.

How do I cancel my order?

Please contact our customer support, either by e-mail info@outnorth.com or by phone 004648094000, and we will help you cancel you order. Cancelling an order is possible as long as the products have not been picked and packaged.

Can I make changes in my order, even though the money has already been deducted from my account?

If you have paid by credit card, the answer is no. When paying with a credit card the amount is reserved when you place your order and the money is then deducted from your account when the order is sent. If you have paid by Paypal and your order has not been packed or sent, it might be possible. Please reach out to your customer support +46 48 09 40 00 to check if changes can be made.

Can I make changes in my order?

It is possible to make changes in your order as long as it has not been picked and packed.  It is possible to delete items, change colours and amounts and exchange one item for another if it is the same price or lower than the original item.

It is not possible to increase the value of your order. If you would like to add an item, you can either place a second order or contact our customer support to check if your original order can be cancelled. In that case, you can place a new order with all items you would like to buy. 

Do you sell gift certificates?

Of course we do! Click here to buy.  You can also look for "gift certificate" among our products or go to the bottom of any page on the website and click the link in the left side.

Can I change the address in an order?

We can help you edit your address as long as your order has not been picked and packed yet. If your order has been processed, the order cannot be changed without causing delay. Please contact our customer support by email to mailto:info@outnorth.com or call +46 48 09 40 00 as soon as possible to solve the issue.

Why did I not get an order confirmation?

We always send an order confirmation to the e-mail address you registered with the order. If you have not received an order confirmation, your order might not have been registered. Log in to My account to check if it is listed there. If you cannot see it there, it’s not registered.

If it is listed, check your spam folder for the confirmation. If you cannot find the order confirmation in your mail, the second most common reason is a typo in the e-mail address.

Please reach out to customer support at info@outnorth.com, so we can check your order and/or resend your order confirmation.  

View more

Payment

Which payment methods can I choose from?

You can pay by credit card (VISA & Mastercard) or Paypal. 

I see that money has been charged from my card, but I haven't received any order confirmation from Outnorth. Why?

We always send an order confirmation by e-mail to the e-mail address that you submitted when you placed your order. The most common reason for not receiving this is that there was a misspelling in the email address. Another option is that the confirmation has landed in your spam folder. Have a look there and if you do not find it, reach out to our customer support so we can help you.

Why is there still a reservation in my account, I cancelled my order?

This reservation will be cancelled automatically within a few days. If it is not cancelled within this period, please contact your bank so they can help you.

How safe is it to pay with credit card in your shop?

You can pay by credit card in all Outnorth webshops. When you are being asked to enter your credit card information in the check out, you are on an encrypted page. The transaction handled by Klarna, one of the leading payment service providers in Northern Europe. Klarna is PCI certified and use 3D Secure protocol, developed by VISA and MASTERCARD, in their services. Outnorth also has a SSL certificate, so you as a customer can feel safe knowing no one else can get access to the information you are submitting when making your payment.

What is Klarna?

Klarna is a Swedish online financial services provider. We collaborate with Klarna when it comes to handling credit card payments and other payment methods. Even if you chose card payment, your order confirmation will just state "Klarna" as payment method. You will also receive a separate e-mail from Klarna with payment information after placing your order. This is just for your information.

If you have questions about a charge from your credit card or other payment specific questions, you are welcome to contact Klarna.

When will my credit card be charged if I use it for my payment in your shop?

When you make your order in our shop, the money will be reserved on your credit card. The money will be charged from your card, when we send the order from our warehouse.

How do I use my gift certificate /voucher /discount code?

In the checkout area, on the very top of the page, there is a small box where you enter and activate your gift certificate or discount code. Please check the box to activate. Then type or paste in your code (it contains 16 numbers with a hyphen every 4 numbers). Please click the button "Activate". The order value will be updated and a text describing the code will appear on the right side in your shopping cart.

I chose payment method "credit card" and now it just says "Klarna". Why?

Klarna is a Swedish online financial services provider. We collaborate with Klarna when it comes to handling credit card payments and other payment methods. Even if you chose card payment, your order confirmation will just state "Klarna" as payment method. You will also receive a separate e-mail from Klarna with payment information after placing your order. This is just for your information.

If you have questions about a charge from your credit card or other payment specific questions, you are welcome to contact Klarna directly.

View more

Delivery & Shipping

Which countries do you ship to?

We ship to most countries. To check if we ship to your country, please put an item in the shopping cart and proceed to the check out. When entering your address there is a list of countries, please choose the correct country. If you do not find your country in the list, we cannot ship to you. Here you can also calculate the shipping fee for your order.

Please note that we have individual shops for Sweden, Norway, Denmark, Finland and Germany & Austria and orders to those countries should be placed in the country specific shop, ie. www.outnorth.se.

What is your estimated delivery time?

The delivery time depends on the destination for your order and if all products in your order are in stock. In our shop we display stock status for all items. Once you have placed your order, the estimated shipping date will be stated in your order confirmation.

How long it will take for FedEx to deliver to your address can be calculated at www.fedex.com

How much is the shipping?

The shipping fee depends on which country your order is shipped to. The fee for your current order will be displayed to the right in the last step of the check out, after you chosen your country. 

Can I track my parcel?

We send our international shipments with FedEx. Once your order leaves our warehouse you will receive an email with the tracking number.

How do I know that my order has been sent from Outnorth.com?

Once we are ready to ship your order you will receive a shipping confirmation by e-mail. Shortly after, you will  receive another e-mail with the tracking number so you can tack your parcel at www.fedex.com. 

How do you ship my order?

FedEx is our carrier for international shipments. When your order has been packed and sent we will send you a shipping confirmation and you will also recevice a tracking number by e-mail from our partner Unifaun.

My parcel was damaged during transport, what do I do?

If you discover that your parcel was damaged during transport, please ask the shipping agent to make a note of it when you sign and accept the shipment. Please take photos of the parcel before you open it to check your items. If any item has been damaged, please contact customer support. We do need the order number and pictures to will help you solve the problem.

View more

Return & Warranty policy

How do I return an item?

Please return the item(s) that you do not want to keep by sending them to

Outnorth AB

Stora Räppevägen 60

352 74 Växjö

Sweden

Make sure to wrap return items carefully and use the original packaging. Fill in the return form that came with our order or download it here. http://files.outnorth.com/public/retursedel_com.pdf Please do not stick the shipping label directly on the product packaging.

You cover the shipping cost and it is your responsibility that items arrive in a good condition. Save the shipping receipt until your return has been confirmed. 

Shortly after we have received your return, we will pay back the amount paid for the items and shipping.

If you have any questions please contact, our customer support.

I would like to exchange a product from my order. How do I do that?

If you would like to exchange an item from your order, simply return the item(s) (refer to our return policy) and place a new order with the item(s) you would like to have instead.

Please return the item(s) that you do not want to keep by sending them to

Outnorth AB

Stora Räppevägen 60

352 74 Växjö

Sweden.

Make sure to wrap return items carefully and use the original packaging. Fill in the return form that came with our order or download it here.  Please do not stick the shipping label directly on the product packaging.

You cover the shipping cost and it is your responsibility that items arrive in a good condition. Save the shipping receipt until your return has been confirmed. Shortly after we have received your return, we will pay back the amount paid for the item(s) and standard shipping.

If you have any questions please contact our customer support.

For how long can I return a product and get my money back?

Outnorth offers a 30-day money back guarantee starting from the day you receive your order. If you would like to return a product within this period, please fill in the return form, which we sent with your order, and send it to us along with the item you wish to return.

This return policy does NOT apply to underwear and products that have been adjusted to fit you such as skis or snowboards.

If you wish to exchange your product: Please place a new order for the item you want instead and return the item(s) that you do not want to keep.

How does it work with gift certificate/voucher/ discount codes when I return products?

If you used a discount code with your purchase and returned one or more of the discounted items, we will deduct the coupon's value from the product value and refund the remaining amount. Discount coupons will not be re-activated and cannot be used again.

If you used a gift certificate or a voucher to pay for the returned items (or parts of it), you will receive back the used amount in form of a new gift certificate/ voucher, which will be sent to your e-mail.

Can I get a new return form?

If you would like to return products and you can't find the return form, download a new return form one here.

If you do not have a printer, it is fine to write order number and list the returned items on a piece of paper. Send it along with items that you do not wish to keep.

I filed a complaint and need to return an item. How do I do that?

If we have asked you to return a faulty product to us, please send it to

Outnorth AB

Stora Räppevägen 60

352 74 Växjö

Sweden

Make sure that the item is clean; if it is dirty, muddy, has animal hairs on it etc., we might refuse to handle it, or charge extra cleaning costs.

Please choose a trackable service and cover the shipping costs. Please note that it is your responsibility that the goods arrives in a good condition. Make sure to wrap items carefully and use the original packaging, if still available.

Afterwards you can send us a copy of the invoice/receipt and your bank details and when your claim is accepted, we will refund you the shipping costs. If you have any questions please contact our customer support.

How do I file a complaint?

To file a complaint start by sending us an e-mail. Please state and enclose in your mail:

  • Ordernumber + name of the product or article number
  • Detailed description of the fault/problem and images/video
  • Information of how and when the problem was discovered
  • How you have cared for the product, if relevant -

We will then process your claim and ask you for further information if that is needed to solve the issue. Often we will ask you to return the item to us for examination or repair, but please to not send the item unless we ask for it.  All returned items must be clean when returned to us.

View more

Contact & My account

I cannot find the information I am looking for - how can I contact you?

Please contact us either by phone: +46 480- 94 000 or by e-mail: info@outnorth.com - we will help you with your questions. 

What are your business hours?

We are open Monday - Thursday 9am - 5pm CET and Friday 9am - 4pm CET

Help, how do I log in to my account?

When you place an order at Outnorth.com we automatically create an account for you. You can log in to your account either on the top right side of our website or on the bottom of the website, where it says "Login".

If you haven’t got a password, click "Forgot your password?" to create one.

How do I confirm my account?

When making your first order from us, we automatically set up an account for you and send you an email asking you to confirm your account. If you have not done that, you will be asked to do so next time you want to sign in.

If you cannot find your confirmation email, please reach out so we can send you a new confirmation link. We will send this to your email. If you cannot find the mail, please check your spam folder. When clicking the link you confirm your e-mail address and should be able to sign in.

How can I cancel my newsletter subscription?

In the footer of our newsletters, there is a link saying “Unsubscribe”, click this link and follow the instructions to unsubscribe.

How can I change my e-mail adress in my Outnorth account?

We will fix this for you. Please just send us an e-mail to info@outnorth.com. 

I entered the wrong e-mail address. How do I change it?

If you entered the wrong e-mail address, made a typo, or got a new e-mail adress please contact our customer support by e-mail info@outnorth.com  so we can edit your information. Without a correct address, you might not get important messages such as order confirmation, shipping confirmation, track & trace etc.

View more

Covid-19

May orders be delayed due to Covid-19?

We do everything we can to maintain normal delivery. However, we see that some deliveries may take a little longer right now and some regions and countries have new routines.

For more information we refer to FedEx website for a status in your region. Please note that information may change quickly and that it is not always possible to predict the effects of the curfews several countries are enforcing.

If you have questions, send an email to: info@outnorth.com

Can I expect normal delivery of my order if I order today?

Our web shop is still open and we send orders daily to deliver your goods as quickly as possible.

To get information if we can deliver to your location, please read the latest update on FedEx suspended areas here.

We do everything we can to deliver as promptly as possible. If you have any questions, contact our customer service at info@outnorth.com

Can I get home delivery?

We don't have the possibility to offer home delivery in the checkout. Please contact FedEx to see if they can offer that service.

Will you be able to ship the order in time?

Right now, it is difficult to predict delays, as each order may be affected by different factors. We are currently monitoring our incoming deliveries extra carefully, our warehouse sends orders daily and the carriers do their utmost to deliver on time. At every stage, there are new challenges and everyone collaborates to solve this in the best possible way.

As soon as an order has been sent, you will receive a delivery confirmation as well as tracking information. If an item you have ordered is delayed from one of our suppliers, we will notify you as soon as possible.

If you would like to know the status of your order after it leaves our warehouse, check the tracking that you received when your order was shipped from us.

What measures does Outnorth take to prevent the spread of Covid-19?

Outnorth is taking the necessary precautions to handle this unusual, global situation and we keep us informed about the latest developments and guidelines regarding Covid-19 from our authorities.

Some of our staff work from home, we have also introduced extra cleaning and hygiene routines and are continuously evaluating what we can do to help keep our team and people around us healthy.

Even though many services and facilities are closed at the moment, let’s not forget - Nature is still open in most countries!

Will return handling be affected?

It may take a little longer for returns to reach us. Once the parcel has arrived, we normally handle your return within five working days. We do our outmost to prevent delays.

What if I cannot collect my package at my pick-up point?

If you are having trouble picking up your parcel at the pick-up point, or if you are in another location, contact customer service at info@outnorth.com and we will try to help you.

I would like to return an order, but I cannot go to my pick-up point - can you help me?

Of course we will try to find a solution so that you can return your goods safely. Contact our customer service at info@outnorth.com

Is customer service open as usual?

Yes, of course! We are still here to answer your questions. Please refer to our FAQ to find common questions and answers or contact us by phone or email.

View more

Would you like to contact us?

Our customer service will be happy to help you with questions and queries that you cannot find an answer to here.

E-mail

If you would like to contact us, please send an e-mail to info@outnorth.com or simply fill in the contact form below.

Please include the order number in your e-mail, if you have questions regarding a specific order.

Phone

Du surfar just nu i privat läge och kan då inte spara dina personliga favoriter. För att kunna använda denna funktion, avsluta privat läge och besök vår sida på nytt.. Close!