Returns

If you’re not happy with your order, you can return the items in 14 days for free.

*However please note that we can only refund the item amount and if you've not paid for shipping fee in your original order, return shipping cost will be deducted from the refund total.

To make a return;

FOR AUSTRIA, BELGIUM, GERMANY, FRANCE and NETHERLANDS: The return label is enclosed in your original delivery.

FOR CZECHIA and POLAND: Kindly contact us at support@ontrailstore.com for your return label.

Once you have the return label, you can follow the steps below;

1. Packaging

Pack what you’re returning in an undamaged package, preferably original packaging. Try not to use damaged boxes and ensure that the box is solid enough to carry the weight of your shipment. You can fill the empty spaces in a used box with creased paper to protect your return items.

 

2. Label

Remove all old barcode labels or make them non-readable because old barcodes might interrupt the operational return process. Stick the enclosed return label that you’ve received in the original delivery on the box, preferably on the biggest side of the box. 

*If you’re missing a return label, please contact us at support@ontrailstore.com so that we can provide a printable digital PDF label for your return.

3. Return

Please find the nearest parcel station according to your country below, and take your parcel there.

-For GERMANY and NETHERLANDS: nearest DHL PACKSTATION.
-For AUSTRIA: nearest DPD Parcel Shop. 
-For FRANCE: nearest DPD Parcel Shop. 
-For BELGIUM: BPOST Parcel Shop.  
-FOR CZECHIA: UPS Drop-off point.  
-FOR POLAND: UPS Drop-off point.

Please note that in order to be eligible for a return, your items must be in the same condition that you received it, unworn or unused, with tags.

*Socks are not suitable for return due to hygienic concerns.

What’s next? 

After your shipment is delivered to our warehouse, it’ll be checked and reported to us. Return requests are processed within 2-3 business days after arrival at our warehouse.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Exceptions / non-returnable items

Certain types of items cannot be returned due to hygienic concerns, such as socks. Please get in touch if you have additional questions or concerns about your specific item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know once your return is processed. Upon approval, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return or if you have further questions regarding return processes please contact us at support@ontrailstore.com.