FREQUENTLY ASKED QUESTIONS

Our best answers to the toughest and most common questions we hear.

Important: Update on Your Account Password

We’re excited to let you know that our store is upgrading to a new platform to provide you with an improved and safe online shopping experience.

If you have a account, please note that your password will not be transferred to the new platform. To access your account, you will need to reset your password.

To reset your password, please follow these steps:

• Click “Login” on our website.
• Click “Forgot Password”.
• Enter the email address associated with your account.
• Click the verification link sent to your email to enter a new password.

That’s it! Your new password will be updated, and you’ll be able to access your account as usual.

Delivery

Shipping Costs

The amount may vary; kindly review the Shipping and Order Policy for more details.

Absent during delivery

If you’re not at home during the delivery, our carrier will leave a delivery notice or attempt a redelivery. Otheriwse, your parcel will be available at a parcel pickup point for 5 business days, this will be indicated on the carrier website.

Carrier time-slots

We are sorry, but it is not possible to book a specific time slot with the carrier. Delivery schedules are typically determined by the carrier’s routing and logistical considerations, and they do not offer the option to reserve specific time slots for deliveries. However, you can usually track your package online or through the carrier’s app to get an estimated delivery window.

Delivery time

For detailed information on delivery times, please consult our Shipping & Order page, as delivery times may vary depending on the country of delivery. Although delivery times are estimates, please do not hesitate to contact our customer service department in case the track&trace show that the order is stuck in transit or is experiencing problems on its way to your address.

Can I leave an instruction for the carrier?

Yes, you can leave instructions for the carrier regarding your delivery preferences. However, you would need to contact the carrier directly to provide these instructions. Many carriers offer options for customers to leave delivery instructions, they can often be added through the carrier’s website, app, or by contacting their customer service. It’s essential to communicate any specific delivery preferences or constraints to ensure a smooth delivery process.

I did not receive my tracking information

We are sorry for the inconvenience. Please check out our Shipping & Order page for more information.

Delayed Parcel

If your parcel is experiencing delays, we apologize for any inconvenience. Please check the tracking information for the latest status updates. If you need further assistance or have specific concerns, feel free to reach out to our Customer Service team.

Carrier informs order delivered but can’t find the order

We are sorry for the inconvenience. Please check out our Shipping & Order page for more information.

Monotoring order tracking

After your order departs from our warehouse, you’ll receive an automated email with your Track & Trace link. Alternatively, you can visit the ‘Order Status’ section on our website and input your order number and the email address used for the order to find your tracking information.

No tracking update

We are sorry for the inconvenience. Please check out our Shipping & Order page for more information.

Order Questions

No order confirmation

The order confirmation will automatically be send after the payment process has been finalized, please do also make sure to check your spam folder. If you cannot find the order confirmation there, please contact our Customer Service team.

I am experiencing an issue with my parcel, which may include non-arrival, partial delivery, or damage

Please make sure to contact us within 30 days from the delivery date if you encounter any issues with your order. Claims reported beyond this timeframe may not be eligible for processing. To report an issue, reach out to our customer support team. Please ensure to describe the issue and mention the ordernumber to our team!

Why was my order cancelled without my permission?

We are sorry for the inconvenience. Please check out our Shipping & Order page for more information.

Cancelling order

We aim for swift order processing to get your items to you promptly. Once placed, orders cannot be canceled directly. However, you can simply refuse the shipment when it arrives and the refund process will be started automatically.

Changing order information

We aim for swift order processing to get your items to you promptly. Once placed, details in the order cannot be changed unfortunately.

Changing delivery address

Please check out our Shipping & Order page for more information.

Promotions & Vouchers

Can I get a discount? 

Our discounts are primarily reserved for cases involving issues such as receiving the wrong order or experiencing out-of-stock issues. If you’ve encountered a problem with your order, please provide details to our Customer Service team so we can assess the situation and assist you accordingly.

Explore our ongoing promotions

If you don’t want to miss any of our exclusive offers or deals, such as Black Friday, you can sign up for our newsletter here. For further promotions please see our “”sale”” page.

At this moment we do not sell or accept gift cards.

Product Questions

Product availability

Please check out our Warranty & Product page for more information.

Alternative product suggestions

On each product page, you’ll find a selection of “”Similar Gear”” that might suit your preferences. If you need personalized advice or have specific requirements, don’t hesitate to reach out to our customer support for assistance.

Warranty policy

We are sorry to hear you are experiencing problems with our product. Please check out our Warranty & Product page for more information.

Do I get a replacement or a refund for a warranty case?

Please check out our Warranty & Product page for more information.

How long does it take for me to get a replacement?

Delivery time for replacements depends on the carrier’s service. Once we’ve received all necessary information, we initiate the reshipment process immediately.

DIY repait kit

You can order a free-of-charge DIY repair kit for certain items and issues. To request the repair kit, please visit our webpage and scroll down to find the form. Once you’ve located the form, please fill it out and attach pictures of the item and the specific issue you’re experiencing. Our team will review your request and determine if you’re eligible for the free repair kit.

Why is the fit very large?

We gear tends to have a larger fit to provide ample room for movement and layering, catering to the demands of rugged work environments like construction and farming. Check out our men(hyperlink) and women (hyperlink) size and fit guide.

How can I make sure I order the right size?

We want to make sure you order the right size. Check out our men(hyperlink) and women (hyperlink) size and fit guide to find the rigtht size. If you want to compare our sizes to other brands you love, please use Truefit to find your true size.

I am looking for a size larger than XXL

In Europe, unfortunately, we don’t offer sizes larger than XXL at this time.

Do you have tall and big in sizing?

At this time, Europe does not offer tall and big sizing options.

Can I personalise gear?

Personalization of gear is not possible at this time for eCommerce customers. If you’re interested in customization for B2B purposes, you can apply through our ‘Company Gear’ page on our website.

Information on fabric

For more information about our fabric, we encourage you to explore our ‘Technology’ page or the item description.

Where are your products produced?

Our gear is crafted worldwide, and the place of production for each product can be found on the label inside the item.

Will other colors become available?

As we progress, expect to see a wider array of colors and patterns in our product lineup. For detailed questions please do not hesitate to contact our Customer Service team!

What is the difference between our store and WIP?

We is renowned for its durable workwear designed for rugged environments, prioritizing functionality and durability. WIP (Work In Progress), on the other hand, offers a contemporary, streetwear-inspired twist on classic designs, catering to a more urban and fashion-forward audience. While remains focused on workwear, WIP introduces fashion-forward styles. More information can be found on our “”brands”” page.

I would like to receive stickers

Unfortunately stickers are not available at this time.

Do you offer kids styles?

We offers a wide collection of clothes for men, women and a smaller collection of Footwear and accessories for both men & women. Unfortunately, we do not offer a kid collection in Europe at the moment.

Can you send me a catalog?

If you are a retailer, please send us an email and we will ask our sales representative to contact you.

Data Privacy and Security

I would like to remove my account

Please send an email to our Customer Service team, accounts can be changed and/or closed by our team.

I would like to unsubscribe from the newsletter

You can unsubscribe from newsletters by unchecking the subscription box in your account, or by clicking the button in the newsletter to change your email preferences/settings. If you are unable to unsubscribe please contact our Customer Service team.

I would like to delete all data from your systems

You can request data deletion by contacting our customer support. Additionally, apps like Mine can also assist in contacting us for data removal.

I forgot my password; what can I do?

If you’ve forgotten your password, don’t worry! Just click on the “”Forgotten password”” link on the login page and follow the steps to reset it safely.

How to update my account (address or email address)

To update your account information such as your address or email address, simply log in to your account and navigate to the ‘Account Settings’ or ‘Profile’ section. From there, you’ll find options to edit and update your personal details.

I don’t know the answer to my security question

If you’re unable to recall the answer to your security question, please reach out to our customer support team for further assistance. They’ll guide you through the necessary steps to regain access to your account.

I would like to create an account

You can create an account by clicking ‘my account’ in the top menu. Simply follow the steps and enter your details. Alternatively, you can create an account after placing an order and checking out as a guest.

I would like to sign up for the newsletter

You have the option to subscribe to our newsletter in a few ways: enter your email address in the form at the bottom of the page, select the newsletter subscription box during checkout, or toggle the subscription option in your account settings.

Website

Unable to browse on the website

Try refreshing the page or clearing your browser cache. If the issue persists, kindly let us know, and our Customer Service team will help investigate further.

Unable to checkout on the website

Please ensure that all required fields are filled out correctly. Futhermore refreshing the page or clearing your browser cache can also solve the situation. If the issue persists, please contact our Customer Service team for assistance, and we’ll do our best to resolve the issue promptly.

Incorrect content on the website

We apologize for any inaccuracies you’ve encountered. Please provide specific details to our Customer Service team regarding the incorrect content so we can address it promptly.

Payments

What payment options do I have?

We provide a range of payment options tailored to different countries. Credit card, Klarna, and PayPal are universally available across all regions. Additionally, Sofort, as well as payment through Mollie, are also accepted in select countries. For further details, please refer to our ‘Terms of Sale’ page.

The amount has been deducted several times

Please provide our Customer Service team with the relevant transaction details, and we’ll promptly investigate the issue and ensure that any duplicate payments are refunded to you.

My payment won’t go through

Apologies for the inconvenience. Ensure all payment details are correct and funds are available. If issues persist, try another payment method or contact your bank. For further assistance, reach out to our support team.

Someone made an unauthorised transaction on my account

In the event of an unauthorized transaction on your bank account, please contact your bank and our Customer Service team immediately.

I want to get my invoice

To check your order status, go to the top right corner of the website and click on “”Order Status.”” Then, enter your order number and email address, and click on “”Invoice.””

I am a b2b buyer, can I buy?

We’ve dedicated a B2B page where you can find all the essential information tailored for business customers. Visit our B2B page to explore our offerings and learn more about how we can meet your business needs.

Corporate

How can I check if other web shops are legit?

To ensure authenticity, research the website’s reputation, check for official endorsements, and verify secure payment options and contact information. If you are not sure, please do not hesitate to contact our Customer Service team.