Frequently Asked Questions

If you forget your password, click the account icon in the upper right corner of the page and  type the e-mail address you used when registering, then click "Forgot Password?" button. The link to reset your password will be sent to your e-mail address as soon as possible.

You can subscribe to our newsletter from here to hear about our collections, renewed stock news, seasonal discounts and inspirations for your next journey.

The size chart is available in the last photo of each product. For the best size, you can measure your favorite garment on a flat surface. 

Our products are unisex and made to provide comfort and pleasure for all ages and all body types.

You can find the care & use instructions in the description section of each product.

All of our products are sustainably and ethically manufactured in Türkiye with certified (Oeko-Tex 100, SEDEX and BSCI, B-Corp) ecological materials.

For further information, you can visit our page on Sustainable & Ethical Production.

Once your order has been confirmed, you will receive a confirmation email with your tracking details inside. If you can't find your confirmation email, please check your spam or promotions folder.

You can also check your order status in the Order History part of your account.

You can return your product within 14 days of receipt.

After making sure that the returned products meet our return requirements, your payment will be refunded. Depending on the bank processes, your refund will be reflected on your card.

Refund amounts for returned items will be credited to you in the payment method originally used to purchase.

Detailed information on how to return your items can be found on Returns page.

As all orders are shipped from our warehouse, we are not able to provide gift wrapping services nor are we able to provide you with additional packaging or paper bags for now. However, please be assured that the items you've ordered will be shipped in their original packaging.

No, we only send your order invoices as e-invoice to the e-mail address you've shared during your order. There are no price tags or invoices in our deliveries.

Unfortunately, we can't do separate packaging in a single order. If you wish, you can create separate orders for your items.

For EU orders taxes are included and charged at checkout. 

*Please note that our prices are VAT included. If any extra fee occurs during your payment, you can contact us at support@ontrailstore.com.

Working with Iyzico as our payment provider, we accept Visa, Mastercard and American Express.

If you can’t see your order, contact us at support@ontrailstore.com. Our teammates will get back to you as soon as possible.

As Ontrail Store we use Iyzico as payment provider and do not store your credit card information on our servers.

Your payment information of your credit card is encrypted through SSL, automatically reaches the bank where the payment is made and an authorization is taken. During this process, your information is only sent to the bank and not stored by the Ontrail Store.

Other information you provide during account creation and shopping processes is protected in accordance with GDPR. For detailed information you can visit our Privacy Policy page.

For international deliveries, we partner with worldwide known carriers such as DHL, DPD, UPS etc., and use our German warehouse located in Dorsten to provide the best possible shipping service and premium delivery.

Our shipping costs are calculated based on location. Please find your country for regarding shipping fee.

Austria: Shipping fee €8.90, and we offer free shipping on all orders over €80.

Belgium: Shipping fee €7.90, and we offer free shipping on all orders over €70.

Czechia: Shipping fee €9.90, and we offer free shipping on all orders over €100.

France: Shipping fee €8.90, and we offer free shipping on all orders over €80.

Germany: Shipping fee €4.90, and we offer free shipping on all orders over €50.

Netherlands: Shipping fee €6.90, and we offer free shipping on all orders over €60.

Poland: Shipping fee €6.90, and we offer free shipping on all orders over €80.

All orders are shipped from our German warehouse, within 2-3 business days. Working with worldwide know carriers such as DHL, UPS etc., we deliver the products in the fastest way possible. 

Once your order is shipped, your tracking code will be sent to the e-mail address you registered on the site. If you think you have not received a tracking e-mail, please check the spam/promotion boxes in your e-mail. Also you can track the status of your order in the section my orders.

Once your order has been shipped, you will receive a shipping confirmation email with your tracking details inside. If you can't find your shipping confirmation email, please check your spam or promotions folder.

You can also check your order status in the Order History part of your account.

You can find out with the shipping tracking code sent to your e-mail address registered on the site. If you have a problem with the shipping tracking, you can contact us at support@ontrailstore.com.

To deliver the best possible service, we partner with different worldwide known carriers. Since they might have different policies regarding deliveries, kindly check out the one that suits your case.

• For DHL and DPD orders;
  
  If you missed a delivery, you'll find a DHL/DPD missed-delivery card in your mailbox. A DHL/DPD courier will automatically return the next workday. If you also missed our second delivery attempt, you can collect your parcel at a DHL/DPD location. Follow the instructions on your DHL/DPD card and on our Track & Trace page.
  
  Alternatively the courier can deliver the parcel to your neighbor.

• For Bpost orders;
  
  You can follow the steps here.
  
  For other carriers please contact us at support@ontrailstore.com.

Unfortunately, for international orders the exchange option is not available for now.

We value that you’re 100% happy with your Ontrail purchases, so you can always shop with confidence knowing that a return option is available within 14 days of receipt.

Detailed information on how to return your items can be found on Returns page.

Please note that: In the event that the product is returned in a different form than it was delivered, due to use, destruction or deterioration, the return will not be processed and the price will not be refunded.

If the product you purchased is faulty or damaged, we are sorry! You can contact us at support@ontrailstore.com. Our team will assist you as soon as possible for returns.

Apologies, that the product you ordered and received are not the same. You can contact us at support@ontrailstore.com. Our team will assist you as soon as possible for returns.

You can return your items for free. However please note that we can only refund the item amount and if you've paid for shipping fee in your original order, shipping cost will be deducted from the refund total.

If you’ve made a purchase benefiting from a sale or campaign and you’d like to return some of your items, the remaining purchase amount may not meet the campaign conditions. Therefore the refund amount is calculated over the seasonal sales price of your remaining items.

So, if the campaign conditions are not met after the return, the campaign will not be valid for your remaining products.

Returns are processed within 2-3 days after shipping. Refunds will be made within 14 business days and will be reflected on your card depending on your bank processes. 

Refund amounts for returned items will be credited to you in the payment method originally used to purchase.