FAQ
Customer Login
I forgot my password. If you have forgotten your password, you can easily reset it by clicking on FORGOT PASSWORD at the CUSTOMER LOGIN page [link to respective country's login]. Fill out the Captcha and click on RESET MY PASSWORD. You will receive an email with instructions on how to set a new password.
How do I change my information in my user account? Log in to your USER ACCOUNT using your email address and password. Click on EDIT in the account information section to change your email address and password. You can adjust your billing and shipping addresses by clicking on ADDRESS BOOK.
How can I delete my customer login? If you want to delete your CUSTOMER LOGIN, please send us an email to the support@myeisbaer.com.
Can I view my orders? Yes, you can view all of your orders. Log in to your CUSTOMER LOGIN and click on MY ORDERS in the menu on the left.
Orders
I did not receive an order confirmation. How can I find out if my order was accepted? Order confirmations are automatically sent to the email address provided during the ordering process. If you cannot find it in your inbox, please check your spam folder. You can also log in to your CUSTOMER LOGIN and view the order there. If none of these options work, please contact our SERVICE TEAM, and we will be happy to assist you.
Can I cancel my order? You can exercise your right of withdrawal and cancel the purchase contract within 14 days. The right of withdrawal applies from the day you received the goods. You can find all the information in our GENERAL TERMS AND CONDITIONS.
Can I modify my order? Once your order has been placed, unfortunately, no modifications can be made. Thank you for your understanding.
Where can I view my orders? Log in to your CUSTOMER LOGIN and click on MY ORDERS in the menu on the left. You can view all your past orders there.
Shipping and delivery
How long does it take to ship my order? Your order will be delivered to your home within 3-5 working days. We always do our best, but during peak times like Christmas, it may take a few extra days for your order to arrive as our shipping providers are also busy during these periods.
I'm waiting for my delivery. Can I track the shipment? Once your package is on its way, you will receive an email from us. It will contain the tracking code from the shipping provider. Usually, within 24 hours of receiving the email, your shipment will be ready for tracking.
Which shipping provider is used for my package? We use Post for shipping within Austria and DHL for shipping to all other countries.
My product didn't arrive in perfect condition. Who should I contact? Please contact our SERVICE TEAM at support@myeisbaer.com. We are happy to help!
I received the wrong item. What can I do? Please contact our SERVICE TEAM at support@myeisbaer.com. We are happy to help!
Returns
I want to return something. How does the return process work? Please download and fill out our RETURN FORM.
Can I exchange a product? If you want to exchange a product, direct exchange is not possible. In this case, please place a new order for the desired model and return the original order to us after filling out the RETURN FORM. Once we receive the package, you will receive your refund.
Refund We will refund the purchase price for returned individual products or entire orders. Please note that a refund of the purchase price is only possible for unworn and original packaged items with attached labels.
Payments
I returned an item and have not received a refund yet. The processing of your return can take up to 10 days, and the refund will be issued automatically after receiving and verifying the returned item's condition. The refund will be credited back to your original payment method.
I have a voucher code and would like to redeem it, but something is not working. Where can I seek assistance? If you are experiencing difficulties while redeeming your voucher code, please send us an email to support@myeisbaer.com, and our customer service will be happy to assist you.
Sustainability
What is the BLUE BEAR? The BLUE BEAR is a sustainability label that is awarded to particularly sustainable Eisbär products. We take our social and environmental responsibility seriously. With our main production site in Austria, which has been in existence since the 1950s, social and fair production has always been at the core of our company. You can read all about BLUE BEAR here.
What sets Eisbär's use of Merino wool apart from other Merino wools? Not all Merino wools are the same. When considering factors such as animal welfare and processing, Eisbär consistently takes is unwavering in its commitment. Our sheep are happy sheep. Mulesing, a process in which sheep are partially mutilated to potentially prevent a specific disease, is unacceptable to us. All models with Merino content use only no-mulesing yarns. For all models made from 100% Merino wool, we exclusively use GOTS-certified wool from organic livestock farming (no-mulesing) – an even higher quality standard. You can read all about Merino here.
What are some of the sustainable materials used by Eisbär? Merino (read more about Merino)Cashmere (read more about Cashmere)Rewoolive (read more Rewoolive)
Other questions
I have a sponsorship inquiry. Whom should I contact? Please send an email to support@myeisbaer.com, and we will handle your request.
I want to join the Eisbär team. Where can I see the current job openings? Please check the JOBS section on our website for the available positions.
I'm interested in offering Eisbär products in my store or online shop. Whom should I contact? Please send an email to support@myeisbaer.com, and our Sales Department will be happy to assist you.