QUESTIONS REGARDING YOUR ORDER
For questions about your order, you are very welcome to send an email to firstname.lastname@example.org and we will answer you as soon as possible. During sale periods the handling time may take a little bit longer, but we always do our best to help you.
If you are a retailer or wholesaler interested in carrying any of our products, please contact email@example.com.
BUSINESS RELATED INQUIRIES
For business related queries, please send an email to Mountain Works brand manager Susanne Lindgren at firstname.lastname@example.org.
GENERAL AND ABOUT MOUNTAIN WORKS
What is Mountain Works?
Mountain Works was founded in Sweden in 2002. Our Swedish founders set out on a mission in to bring the best innovations down from the biggest mountains into the world of urban scenery. Ever since, we have created hyper functional fashion that inspires and empowers urban frontiers. You can read more about our brand here.
What to expect when receiving my jacket?
The garment has been packed and compressed for some time and needs a few hours to regain the volume and loft. You can help this process by shaking and puffing up the jacket to help the down become filled with air again. The jacket may have a special scent when you open the package but will disappear after a while.
What down is used in the jackets?
In our garments we only use certified down made from Allied Feather, who is one of the leading producers of top quality down. Partnering up with them makes our production reliable, responsible and sustainable. Read more about their mission at: https://alliedfeather.com/.
Controlling our supply chain is important for us. And our suppliers are all RDS certified. This means that a 3rd part controller from RDS checks and confirms our factories and confirming that we follow set standards for working under a Responsible Down label
Read more about their work at: https://textileexchange.org/standards/responsible-down/.
How do you work with sustainability in your products?
At Mountain Works, we always strive to make better choices. The high quality fabrics are carefully selected with an aim to make your garment last over time.
Can I buy any extra flags to my jackets?
Unfortunately, not yet. Send an email to our customer service at email@example.com and we might be able to help you.
Can I get fabric patches to repair my jacket if it is broken?
Yes! For most of our jackets and fabrics we can supply you with an extra fabric patch for you to be able to repair your jacket. Please contact our customer service at firstname.lastname@example.org and we will help you.
Do you have a size chart?
The measurement chart of the product you are interested in is found on the product page in the web store. You can also find our size guides here.
Which size am I?
All jackets in gender are true to size and you can pick your usual size, depending on how you want it to fit. To know more about the fit of a style, check out the information in the product page for a specific product. All product pages include measurement of the model and what size they wear on the pictures. Check out our size guide and measure your body measurement to see what size your measurements recommend you to buy.
How do I know which size I should buy in a unisex jacket?
Sizes are a bit bigger in the unisex jackets, but usually you can pick your regular size. (Except if you want a bit tighter fit). Check out our size guide and measure your body to find your size, there is also a chart for which size you should buy in the unisex jackets. To know more about a fit of a specific jacket, go to the product page and read more about the fit. You can also see the measurement of the model and see what size they wear at every product page.
• Wash according to care instructions on care label.
• Don’t mix clothes with different care instructions and keep dark, coloured and white garments separate when washing.
• Wash at the temperature indicated on the care label or lower, as it’s the highest temperature permitted. If you are unsure always wash at a lower temperature.
• Do not use too much detergent and don’t use detergents that contain bleach.
• Garments with zippers, metal buttons or trims should not be left to soak.
• Unless it’s indicated on the care label do not tumble dry garments.
How to wash your MOUNTAIN WORKS down garment
When you take care of your Mountain Works down garment in the right way you will have a friend for life. Following the correct steps will ensure that your garment will keep performing at its best, and ensure that you are warm comfortable and dry.
Where can I buy the jacket in store?
You can find a list of our retailers below:
JOEL & JOLINA Lilla Brogatan 23, 503 35 Borås
INDIVID NORDBY Nordby Köpcenter 1611, 452 92 Strömstad
ALTERNATIVET SICKLA Simbagatan, 131 54 Nacka
UTOMHUS STENINGE Steninge Slottsväg 141, 195 91 Märsta
What payment options do I have?
All prices on the website are in local currency and include local VAT. In Sweden, Norway and Germany we offer payments through Klarna Checkout. In other countries we offer card payments through Adyen by Visa and MasterCard.
How do I know if my order is registered?
An email will be sent automatically to the email address you provided when ordering. If there is a problem with your order, our customer service will contact you.
Can I cancel my order once it has been placed?
You can send an e-mail to our customer service at email@example.com if you wish to cancel the order. If your order is packed and sent, we can unfortunately not cancel the order. You can then use the right of withdrawal when you receive the shipment. See the points below regarding returns and exchange.
I have questions about ordering in the web shop. Where can I get answers?
Please send an e-mail to us at firstname.lastname@example.org. You will receive an answer within 24-48 hours on weekdays (Monday-Friday).
SHIPPING AND TRACKING
Which countries do you ship to?
We ship to Sweden, Norway, Denmark, Finland, Belgium, Netherlands, Ireland, Germany, France, Spain, Poland, Greece, Estonia, Lithuania and Latvia.
If it is not possible for you to add the item into the shopping bag, it might be because we do not ship to your market. Please contact customer service at email@example.com to find out.
How much is the freight cost?
We have free freight to all countries that we ship to.
What delivery times do you have?
SWEDEN, DENMARK, GERMANY
All our products are safely and quickly shipped with Postnord. Orders are processed Monday through Friday, 8 AM to 3 PM CEST, excluding major holidays, and are usually shipped 1-2 working days from when an order is placed. Please allow a minimum of 1-4 working days until delivery. The tracking number will be sent to you by email.
All our products are safely and quickly shipped with Bring. Orders to Norway are processed on Tuesdays and Fridays. Your order has to be received by us before Monday at 11 a.m. to be included in Tuesday’s shipping, or Thursday at 11 a.m. to be included in Friday’s shipping. Excluding major holidays!
When the order has been sent from our warehouse, an e-mail with delivery confirmation will be sent to your specified e-mail address. The package should reach you within 4-7 working days, depending on where you live in Norway. If you haven’t received the delivery within 7 working days, please contact our customer service at firstname.lastname@example.org. We can’t guarantee delivery within the specified time, but we do our best.
All our products are safely and quickly shipped with DHL. Orders are processed Monday through Friday, 8 AM to 3 PM CEST, excluding major holidays, and are usually shipped 1-2 working days from when an order is placed. Delivery time is usually 4-7 working days but may differ depending on the country of destination. The tracking number will be sent to you by email. If you haven’t gotten an email within 4 working days from the time you placed your order please contact email@example.com.
What if my shipment has been damaged?
It shouldn’t happen but sadly sometimes packages are lost, stolen, or damaged and if it does happen to your order, please contact the transport company and our customer support at firstname.lastname@example.org.
How do I track my order?
Once we have dispatched the order from the warehouse, you will receive a shipping confirmation email containing the tracking number. To track your order, paste your order number here:
SWEDEN, DENMARK, GERMANY: https://www.postnord.se/en/our-tools/track-and-trace
RETURNS AND EXCHANGES
The short version of our return policy
- You can return the product within 30 days of delivery.
- The product must be in new condition with tags attached.
- Want to switch to another size? Return the original for a refund and order a replacement.
- Did you get the wrong item or is it damaged? Contact us and we’ll sort it out
How long do I have the right to return?
You can return the product within 30 days of delivery. Please see more information below on how to make a return. During Christmas, from 18th of November, we have an extended right of return until 10th of January 2022.
How much is the return cost?
We have free returns. A prepaid return shipping label is included in the package together with your products, please follow the instructions that are included in the package when you make a return.
How can I return a product?
If you’re not completely satisfied with your purchase – return the products within 30 days. A delivery note with return information and a return shipping label are included in the package together with your products. Fill out your details and put it in the package together with the item you are going to return and place the return shipping label on the package. Please use the same bag in which you received the products, as it can be resealed and thus minimize the environmental impact. If you live in Norway, please see answer further below.
Keep in mind to always ask for a receipt of proof after dropping off your return at a checkpoint.
Returned items must be in new condition with original packaging and tags. Please avoid wearing perfume or deodorant that could leave marks or scent on the product while trying it on. We won’t be able to accept the return where these instructions have not been followed.
How can I return a product from Norway?
A delivery note with return information is included in the package together with your products. Fill out your details and put them in the package together with the product you are going to return. Before sending back the product, please contact us by e-mail at email@example.com and state the order number and which items are to be returned, what size and number of items to be returned. After that, we will send you a return shipping label via e-mail which you can print out and then place the return shipping label on top of the package and drop it off by the Bring checkpoint.
What do I do if I did not receive a prepaid return shipping label or return note?
If you by chance did not receive a return shipping label or return note in your package, please contact customer service and we will help you. We do not stand accountable if you as a customer decide to NOT use the return shipping label made by us when returning your package. Products returned by cash on delivery are not approved by us.
Upon approved return, a refund will be made as soon as possible. Refund will be paid to the same payment method you used for purchase.
When will my return be refunded?
We will process your refund as soon as we have received and inspected your return. You will receive an email confirming that your return has been processed. The funds will appear in the original account used to make the purchase. It generally takes between 2-5 weekdays until the return is refunded.
Want to switch to another size?
Fill out the form included in the package as with any return and place a new order with the preferred item.
What if I have received a faulty item?
If the product is faulty, please contact us by e-mail at firstname.lastname@example.org and include the order number, pictures, and a short description explaining the fault and we will get back to you as soon as possible. We will send out a new return label for you to use if your reclaim gets approved.
We do not approve products that are damaged as a result of daily use or products not purchased at our web shop.
Terms and Conditions