FAQs - Frequently asked questions
Dispatch/delivery
Where do we deliver to?
How high are the shipping charges?
Is there a minimum order value?
How long does delivery take and which service company will deliver?
Availability of products
How can I see which sizes are available?
What do the indications of size and colour next to the product’s image stand for?
Are all products which are indicated as available in stock at the main storeroom in Zwickau?
Why are certain sizes and colours which are no longer available are still displayed?
Is it possible that a product will be available again later on?
Unproblematic return/exchange
I paid via cash in advance and would like to return products, do I receive my money in return?
I bought a product at a special price, can I still return it?
I bought a second choice product or a specimen, can I return these products also?
How long will it take until I receive back my money?
Is a return sticker enclosed in the parcel with which I can send it back free of charge within Germany?
I would like to send back the parcel from a place outside Germany, will I have to cover all additional expenses?
Can I wear the ordered goods on a trial basis and send them back afterwards, if I do not like them?
What is the procedure of an exchange?
Why do I have to pay shipping costs again for an exchange of an equivalent product?
Where do I send complaints because of product defects or incorrect delivery?
What kind of guarantee and warranty do I have for products bought at Outdoorworks?
Prices/discounts
I would like to buy more than one product, will I receive a discount?
Do I receive a regular invoice with an indication of value-added tax?
Payment methods
Which types of payment are accepted?
I don’t think payment in advance is a safe enough method, can I also purchase on account?
Can I pay by cash on delivery?
Sizes
I am not very familiar with sizes, how do I determine my size?
I am uncertain about my choice of size. Can I order several items for choice?
I ordered several items for choice and will be returning some of them. Do I still have to pay all of them first?
Vouchers
I would like to buy one of your vouchers. Are they of limited validity?
How can I use a voucher in the online shop?
Personal Data
Where do I find my customer number and my password?
How can I use my online account?
Will my personal data be passed on?
Will I receive unsolicited advertisements from Outdoorworks after having made an order?
Dispatch/delivery
Where do we deliver to?
We deliver your order to any desired address - to your work place, to friends or a DHL parcel delivery and pick-up unit in Germany.
Please give your desired address any time you make an order. The invoice will be send to the invoice address in any case. If no separate delivery address is given, delivery will be made to the invoicing address.
Returning ordered goods is possible without difficulties from all European countries within one month after receipt.
How high are the shipping charges?
Shipping charges within Germany amount to 3.50 EUR, irrespective of the order value. For all other countries you can find an overview here:
Is there a minimum order value?
No.
How long does delivery take and which service company will deliver?
The delivery time you can see on the detailed product description.
We will inform you directly via email after we received your order and also a second time when the goods are handed over to our delivery service partner.
Delivery within Germany is made via DHL. To all other countries (see „Where do we deliver to?”) delivery is made via one of the local cooperation partners of DHL Express.
Availability of products
How can I see which sizes are available?
In most of the product categories you can choose your required size directly using the navigation filter. You will then see products which are available in the chosen size only.
You can find further information about available sizes on the web page with details of the product.
What do the indications of size and colour next to the product’s image stand for?
1. Sizes
The available sizes are indicated directly under the product’s image. This way you are able to see immediately which sizes are in stock.
You can then either choose your size directly by clicking on the displayed icons or by choosing from the drop down menu (menu which will drop down when clicking on the size field). Please note that the drop down menu shows all the sizes which were initially available. Therefore, sizes can be displayed which might already be sold out.
However, if you do choose a product in the drop down menu which is no longer available, you can make a delivery request for this product. You will then receive an email with information on if and when this product will be available again.
1. Colours
At the right hand side of the product’s image you can see the colours which are available as small icons (colours). Each colour which is displayed there is available.
You can choose your colour by clicking on these images. You may also choose a certain colour under “colour” in the drop down menu. Please note that the drop down menu shows all the colours which were initially available. Therefore, colours can be indicated there which might no longer be available.
If you do, however, choose a product in the drop down menu which is no longer available, you can make a delivery request for this product. You will then receive an email with information on if and when this product will be available again.
Are all products which are indicated as available in stock at the main storeroom in Zwickau?
60% of all displayed products are stored at our main storeroom where they can be tried on and bought. You can also personally pick up products ordered online and by that save packaging costs. In that case you will receive a note from us as soon as your ordered goods are ready to be picked up on location.
As soon as we packaged your order at our side you will receive an email containing a parcel number with which the delivery can be tracked online.
Why are certain sizes and colours which are no longer available are still displayed?
Due to technical reasons the menus to choose from show all the sizes and colours which were once available. This is also useful in order to show you which range was initially in stock.
The actual availability is always indicated directly under or next to the product’s image by the colour and size icons. It is updated with the actual stock several times an hour.
If you do, however, choose a product in the drop down menu which is no longer available, you can make a delivery request for this product. You will then receive an email with information on if and when this product will be available again.
Is it possible that a product will be available again later on?
Certainly it does happen that products are being returned by customers. If a product of a certain colour or size was sold out before, it will be available again after the return.
It is also possible that sold out products are supplied again by either the manufacturer or from our branch store in Dresden. In this case also a previously sold out product would be again indicated as available.
Both is the case quite often. Therefore, it might be worthwhile to use the delivery request function or to have a look in our shop once in a while.
Unproblematic return/exchange
I paid via cash in advance and would like to return products, do I receive my money in return?
You have a statutory right of withdrawal. If a product does not fit or you do not like it, you can in most cases return it without giving reasons within one month after receipt. Please find conditions and restrictions in our instruction of retraction.
After a return you will of course receive back the money you paid. This will happen via the same payment method through which the order was initially paid (bank transfer, Paypal).
I bought a product at a special price, can I still return it?
Yes, the same conditions as for products bought at a regular price apply. Please find further information in our instruction of retraction.
I bought a second choice product or a specimen, can I return these products also?
Yes, the same conditions as with regular products apply. Please find further information in our instruction of retraction.
How long will it take until I receive back my money?
After receipt of your return we will need another 5 to 7 days for returning the money to you.
Is a return sticker enclosed in the parcel with which I can send it back free of charge within Germany?
Yes, the parcel contains a return sticker with which you can return it at a branch of the Deutsche Post AG. Please note that you will bear the direct costs of returning the goods. Therefore if you use our return label, we will charge you 4,95 EUR.
The return sticker can be downloaded here:
The return sticker for Germany costs 4,95 EUR - it will be invoiced, if made of use. (Parcels with this sticker can only be handed over at a branch store within Germany.)
I would like to send back the parcel from a place outside Germany, will I have to cover all additional expenses?
Yes.
Please fill in the return data sheet which is part of every delivery, so we can process your return as quickly as possible.
We kindly ask you to send back all parcels to the following address:
Outdoorworks
Moritzstraße 45
08056 Zwickau
Germany
Can I wear the ordered goods on a trial basis and send them back afterwards, if I do not like them?
Generally yes.
What is the procedure of an exchange?
If you like to exchange a delivered product for another one or for a different size the procedure is very similar to the one of a normal return. Please make a note under “exchange“ for your requested product on the return data sheet.
The sent back goods will of course be offset against the new purchase. You will have to pay any remaining amount as well as newly occurring shipping costs.
Why do I have to pay shipping costs again for an exchange of an equivalent product?
We do not pass on shipping costs by increasing our product prices. Therefore, we always charge shipping costs for each delivery.
Where do I send complaints because of product defects or incorrect delivery?
If a product which was bought in the shop should - despite our high quality standard - give cause for complaints during its use, please send it to the below mentioned address for complaints. We will process your return as quickly as possible and come back to you later on:
Outdoorworks
-Complaint-
Moritzstraße 45
08056 Zwickau
Germany
If you need to complain about an article within the first 6 months, and it is a legitimate warranty claim, you can use our return label (within Germany) free of charge.
The return sticker can be downloaded here:
In case of a complaint: Free return label for Germany only. (Parcels with this sticker can only be handed over at a branch store within Germany.)
What kind of guarantee and warranty do I have for products bought at Outdoorworks?
On products bought at our store you generally have a 2-year legal warranty. Within this period we will be your contact in case of any warranty claim. Please find further information on this in our terms and condition.
In addition, some manufacturers give further guarantees on their products which are valid for more than 2 years. In such a case of warranty claim, please contact the corresponding manufacturer directly.
Prices/discounts
I would like to buy more than one product, will I receive a discount?
No. However, regular customers do receive a discount depending on turnover within our bonus program.
Do I receive a regular invoice with an indication of value-added tax?
Yes, certainly.
Payment methods
Which types of payment are accepted?
Generally, our experience with payment in advance has been great. Since we would like to pass on the advantages of this type of payment you will receive a special cash in advance discount. Please find further information on this discount in our payment conditions.
I don’t think payment in advance is a safe enough method, can I also purchase on account?
Regular customers have the option of purchasing on account. To all other customers who do not consider this way of delivery a safe option we recommend to visit our store in Zwickau.
Can I pay by cash on delivery?
Yes, this is an option within Germany. The invoice amount plus 8.00 EUR additional fee for cash on delivery will then be collected by the postman.
Sizes
I am not very familiar with sizes, how do I determine my size?
Please find a size guide for different manufacturers here.
I am uncertain about my choice of size. Can I order several items for choice?
Yes, certainly. You can order and return as many items as you like. Please find further information on returns here
I ordered several items for choice and will be returning some of them. Do I still have to pay all of them first?
Yes. We work according to a simple and fair principle: Each product, which leaves our stock, has been paid by the customer. For each product, which is returned by the customer, he/she will receive the money in return.
Vouchers
I would like to buy one of your vouchers. Are they of limited validity?
Vouchers bought from us online can be used without time limit in our web shop or in one of our store.
How can I use a voucher in the online shop?
Please enter the voucher number at the end of your order in the field “comment”. Clearing does not occur automatically since we will have to verify the voucher first. Therefore, you will receive a modified payment request via email later on.
Personal Data
Where do I find my customer number and my password?
You will find your customer number on your invoice or on your loyalty card. You can request your password here.
If you cannot find your customer number please give us a call, we will be happy to assist you.
How can I use my online account?
Our online account offers you additional features:
- Management of invoicing and delivery address
- Management of newsletter receipt
- Memory feature
- Managing the progress of your order including tracking the delivery
In order to be able to use the advantages of an account you have to quickly create one. There are different possibilities to do so:
- during the process of ordering
- without making an order but by using a corresponding link
Will my personal data be passed on?
No, your personal data will of course be exclusively saved for internal use. Please find further information concerning this topic in our privacy policy.
Will I receive unsolicited advertisements from Outdoorworks after having made an order?
Advertisement via email (newsletter) will only be sent if you requested it explicitly. You will receive direct mail advertising (catalogues or similar products) at most twice a year. If you would not like to receive this, please send us an email (verkauf@outdoor-works.de) and we will take you off our mailing list.