FREQUENTLY ASKED QUESTIONS COVID-19

 

Are your shops currently closed - and if so, until when?

Our shops meet the government's conditions for closure and will reopen as soon as there is no longer an emergency. In the meantime, our online shop salewa.com remains open.

 

Is it still possible to order online?

You can order online and benefit from free shipping - in Germany, Austria and Italy - and free returns in all countries.

 

Can I order online and receive the package later?

No, unfortunately this is not possible.

 

Is there free shipping while stores are closed?

You can order online and benefit from free shipping in Italy, Germany and Austria. For orders over 200€ / £200 the delivery is always free of cost.

 

How can I return my purchase while physical stores are closed?

Please visit our stores as soon as they reopen, our store assistants will find a solution for you.

 

Is the customer service available?

Yes, our customer service is available. However, due to the current situation, it is possible that requests may be answered with a short delay.

 

Can I return my order after 30 days as I can't bring my parcel to the closest access point?

Online orders placed after the 20th of March can be returned within 60 days.

 

Will my returned package still be elaborated? When can I expect my refund?

Yes, your package will be elaborated but it may take longer than usual. You should receive your refund within 10-15 business days after the returned package has arrived at our warehouse.

 

Will you guarantee warranty services?

Unfortunately we are currently not able to process warranty services.

 

Are there currently changes in delivery times?

The delivery times depend on your location; in some red zones delivery is currently not possible. You can find more information at: www.ups.com

 

If my voucher expires while the shops are closed, will the expiry date of the voucher be extended?

Please visit our stores as soon as they reopen, our store assistants will find a solution for you.