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Frequently Asked Questions

Shipping and Delivery

Shipping costs depend on the destination country and the selected service.

Delivery countries / shipping costs:
Deliveries to Austria and Germany are free of charge for orders over €39

Within Europe, we offer free shipping from €49.

Within Austria: €3.95
Germany (excluding islands): €4.95
Europe: €9.99
(Belgium, Czech Republic, Denmark, Spain, France, Hungary, Italy, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia)

For express delivery, please contact us separately.
Go to the contact form.

We ship via GLS, Hermes or DHL, depending on your delivery location.

Your order will be handed over to the shipping service within 24 hours.

Delivery time :
Depending on weather conditions and season, your delivery will arrive as follows:

Austria: 1-3 days
Germany: 2-3 days
Europe: 3-7 days

As soon as your package is on its way, you will receive an email from us. This email will contain your tracking code from the shipping provider. Your shipment is usually available for tracking within 24 hours of receiving the email.

To ensure that Christmas presents arrive on time, we recommend ordering early.

Orders placed by: will arrive on time.

Austria: Saturday, December 20, 2025
Germany: Friday, December 19, 2025
Europe: Wednesday, December 17, 2025

Please note that delays may occur during winter weather and high order volumes.

Returns, Exchanges, Claims

Please register your return in our returns portal: Go to the returns portal

You can exchange or return your order within 14 days of receiving the goods.
It is sufficient if you register your return request in our returns portal.
We will provide you with a shipping label for GLS and deduct €3 from the credit amount for shipping within Austria and Germany.
For justified returns or exchanges, the return fee is waived.
Please ship all orders from other countries independently and at your own expense.

Important : Please keep the delivery receipt until the process is complete.

You can manage the return yourself in our returns portal:

Go to the returns portal

In order to register the return, you need the order number and the email address used to place the order.

For Austria and Germany, we provide a paid return label for GLS.

Exchanging your order is of course possible.

Provided that your desired item is available, you can submit your exchange request in our Returns Portal.

For orders placed from December 1, 2025 onward, we are extending the return period until January 31, 2026.

This way you can do you Christmas shopping early, but the recipients can still return gifts after the Christmas holidays.

Payment and Credit

Payment is processed by Stripe (Shopify Payments). This allows you to pay by credit card, Klarna, and instant purchase.

Payment via PayPal is also possible.

The credit will be issued via the same payment method used.

We will issue a credit note after receiving and inspecting the returned item.

Unfortunately, we receive many returns containing used items. In this case, we reserve the right to reduce the credit amount.

If you experience problems with your payment, please first check whether your payment method is valid, the account has sufficient funds, and the available credit limit has not been exhausted.

If that's not possible, it's best to contact us here.

Material & Care

Generally, the care instructions are located on the label inside the hat.

If it's a current item, you can search for the product here. Care instructions are included in the product details for each item.

If the item is older and no longer available in the shop, please contact us using the contact form . It's important that you know the model name and the purchase date.

Merino isn't just merino. When considering animal welfare and processing, Eisbär consistently pursues uncompromising principles. Our sheep are happy sheep. Mulesing – a process in which sheep are partially mutilated to potentially prevent a certain disease – is out of the question for us. All our garments containing merino wool use only mulesing-free yarns. For all our 100% merino garments, we exclusively use GOTS-certified wool from organic, mulesing-free farms – an even higher standard of quality. You can find all the information about merino on this page.

Eisbär uses synthetic materials because of their functional properties. Compared to natural fibers, synthetics generally absorb little to no moisture, wick moisture away, and dry faster. Synthetic materials are dimensionally stable, elastic, and usually very lightweight and comfortable against the skin. These properties make synthetic materials particularly well-suited for high-intensity sports.