FAQ

COMPANY

How can I find the store that is nearest to me?
Visit the area dedicated to our stores and you can check the list of all SALEWA Stores and authorised merchants.
You can find the complete list on the “Store Locator” page.

How can I apply for a job or internship?
You can visit the “Careers” page and you will be directed to the Ober Alp website where you can find all the open positions at both SALEWA and all the other brands owned and distributed by the Oberalp group.

What does SALEWA do for community work and sustainability?
We are enthusiastic and convinced about what we do for community work. You will find all the information in the CSR section of our website.

DELIVERY

Can I change the delivery address of my order?
After the carrier has taken delivery we cannot change the delivery address. We can do that only after the carrier contacts us owing to an uncompleted delivery.
You can change the address and delivery time at any time by registering with MYUPSCHOICE. Directly with UPS.

Where can I find the information on the delivery?
After the order is made, we will send you a confirmation via email. It will contain the tracking number that you can enter together with your email address on the “Track My Order” page so you can check the status and position of your order.
If you are a registered user, you will find the entire history of your orders and their delivery statuses when you log in.

Who can I contact if I have problems with my account?
If you have problems with your account, write to us using our form on the “Contact Us” page.

Can I cancel my order?
Orders for products may be cancelled before the goods are shipped by exercising your right to withdrawal. Click here to exercise your right to withdrawal.

How can I use the purchase voucher or discount coupon?
If you are entitled to a purchase voucher and do not see it activated in the shopping cart, try checking that the promotional code is valid and that the terms of use do not state that it cannot be used in conjunction with other ongoing promotions. If you continue to have problems, do not hesitate to contact us using our form on the “Contact Us” page.

How can I check the details of my order?
You can check the details of your order in your account and in the confirmation email. If you need any other information, please contact us using our form on the “Contact Us” page.

What payment methods are accepted?
You can pay for your products by debit card, credit card (Visa or MasterCard), PostePay (Italy) or Paypal.

Can I get an invoice for the purchased goods?
In order to receive an invoice, you must make sure that you specified that you are a company and not a private customer during the purchasing process.
If you specified that you are a company, you will be asked to enter your VAT number and you will receive the invoice as soon as the goods are shipped.

Is the receipt sent together with the goods?
The payment receipt is sent via email after the goods are shipped.

OTHER

Who can I report errors or send feedback on the website to?
We want to hear your opinions about our online website so that we can correct any errors. You can submit your opinions directly from every webpage, if you see the red symbol. You can click on it to send us your feedback. You can also send us your impressions and advice using our form on the “Contact Us” page.

Who can I send my idea to for a new mountain-use product?
If you think that your idea for making a new product to use in the mountains might be a winner, we want to take a closer look at it. Please get in touch with us and propose your idea to us, giving some information so that we can assess it. Please use the form on the “Contact Us” page.

What can I do if I believe that I may have purchased a counterfeit product or visited a fake website?
If you have doubts regarding the originality of a SALEWA product or an authorised website, please send us photos and links using the form on the “Contact Us” page and we will follow up with the necessary checks.
Remember to always check that you are purchasing SALEWA products only from Authorised Stores.

PRODUCT

Where can I find technical product information?
The pages on our products contain most of the technical information. In some cases you can also find documents regarding specifications to download. If you should be interested in other characteristics, you can contact us and we will give you our utmost support.

Where can I find the information on the sizes?
All the information on our sizes and how to find the perfect size for you can be found on both the product page by clicking on “See Size Tables” or on the dedicated “Size Table” page.
If you are purchasing shoes, you can find a Shoe Size symbol that will help you complete your selection.

Where can I find information and advice on using the product?
Every SALEWA product is conceived and designed expressly for specific activities and uses. You can find this information on the product page, in the description of its features, or in the “Recommended Place/Use” section, again on the product page.

Where can I find information on product care and cleaning?
You can find the product care and cleaning information right on the product page, in the “Care Instructions” section, or in the “Technologies” section of our website. Please click on the technology page corresponding to your product and you will find all the information you need for its proper use and cleaning.

Where can I find the product I am looking for?
You will find our SALEWA stores and the list of authorised retailers on the “Store Locator” page.
We are unable to give you the up-to-date availability of their stocks, but we have included the phone numbers for every store and you can call them personally for any requirement you may have.

How can I find out when the product will become available again?
If a product is unavailable on the website, you can ask us when it will become available again
on the same product page, by filling in the form where you will be asked to enter your email address. You will be notified by email when it becomes available again.

Where can I find spare parts and accessories for my product?
Write to us directly using the form on the “Contact Us” page to request spare parts or accessories
Please note that we are unable to ship shoe-laces.
For the tent poles, on the other hand, please send us the exact dimensions:
- Diameter of both ends (they may have different dimensions);
- Length;
- Colour;
- Material (aluminium, fibreglass).
We use different poles to increasingly improve the product and, in order to provide you with good service, we need to receive information as detailed as possible.

How can I know which products are compatible? For example: a jacket and an internal fleece, or two right and left sleeping bags
The description on the product page specifies whether the product is compatible with our other products.
If it is a clothing product that has already been purchased, you can also find the name and product code on the label inside the garment. If you have any doubts and if compatibility is not specified, please forward your request to us, including the name and product code, using our contact form on the “Contact Us” page.

REGISTRATION

How can I register?
To register, go to the “My Account” page and follow the instructions provided.

What are the benefits of registering?
By creating a profile you will get the following benefits:
• Access to all the dedicated promotions
• Easy management of your orders
• Quicker checkout

How can I change my account settings?
Access your account and click on the “Change My Address” or “Change My Data” buttons. In this way you can easily enter all the necessary changes.

RETURNS

Can I exchange my product?
At the present time, we do not offer the option to exchange products. Therefore, you have to follow the returns procedure steps in order to receive a refund. You will then have to place a new order.

What are the conditions for returns?
Returned products must be in the same condition in which they were received: intact and unused (including labels and the original packaging). For more information, please consult the “Returns” section.

How can I get the refund after making the return?
After we have received the returned product in the ways and under the conditions specified on the “Returns” page, the amount paid will be credited to the original payment method within 5 days of receipt of the returned product to our warehouse.

Who can I contact if I have other doubts or questions about returns?
If you have not found the information you need, send us your question using the form on the “Contact Us” page and we will be happy to help you.

SPONSORSHIP

What criteria do you take into account when sponsoring people and athletes?
We are interested and open to working with those who share our passions and values, and who are interested in our brand.
Before sending us your collaboration request, please bear in mind some simple rules that we follow in activating the collaboration process.
SALEWA will only consider requests that include at least one of the following:
- mountains and all-season mountain activities;
- photographers and filmmakers with a marked inclination to photograph mountain landscapes, and especially people who go in for direct activity;
- influencers and athletes active in the mountains and in the core mountain sports of the SALEWA brand

What criteria do you consider for the sponsorship of events?
We are happy to have the opportunity to consider collaboration for events concerning the mountains and the mountain-related physical and sports activities. By company policy we cannot consider events outside mountain activities.

WARRANTY

What cases does the warranty cover?
SALEWA products are covered by a two-year warranty, starting from the date of purchase, against material, manufacturing and quality defects. If the item is defective, damaged or different from the one ordered, you may submit a request for return under warranty. In order for the warranty to apply, the return must be accompanied by the original receipt of sale or by a valid proof of purchase. You can find more information on the “Warranty” page.

How does return under warranty work for the product purchased on salewa.com?
If you think the product is defective, you must follow this procedure:
- go to the “Contact Us”/Returns area
- select the “Warranty Procedure Application” item from the “Category” menu
- fill in and send the form

How does return under warranty work for the product NOT purchased on salewa.com, but instead from an authorised dealer?
The product can be returned to the store or SALEWA dealer where you made the purchase together with a valid receipt or any other proof of purchase. The store staff will provide you with explanations on the applicable procedure and on the time frame.
If the purchase is made on the salewa.com website, you will also have the possibility to make the return directly on our website by following these steps:

- go to the “Contact Us”/Returns area
- select the “Warranty Procedure Application” item from the “Category” menu
- fill in and send the form

What can I do if there is a product quality problem?
If your SALEWA product is of a quality other than what is described on the product page (e.g. the product received is made of a material other than what is specified), or it is defective or damaged due to a production or manufacturing defect, SALEWA may decide to repair the products with production defects free of charge, replace the item if still available or issue a refund if the product is no longer available.

What can I do if there is a difference between the product I saw and purchased on salewa.com and the one I received?
If your SALEWA product is of a quality differing to that described on the product page (e.g. the product received is made of a material other than what is specified), you can submit a request for return under warranty. You can find more information on the “Warranty” page.

Where can I have the product purchased on salewa.com repaired?
If you have damaged a SALEWA product, you can have it repaired by our Repairs department. Send a request to our Customer Care department using the form you find on the “Contact Us” page. If the product was purchased in less than 2 years, whether or not it is a product covered by warranty will be evaluated and if so, it will be repaired and shipped free of charge.

I purchased the SALEWA product while on holiday and it has a problem. Who can I contact to solve it?
If you make a purchase while on holiday and it is not possible to go back to the store where the purchase was originally made, you can contact us directly using the form on the “Contact Us” page. We will try to find a solution to the problem.