Frequently Asked Questions

Due to the COVID-19 pandemic all Carhartt WIP stores are currently closed until further notice.
Our online store is running as usual.
The in store return period has been extended until our Carhartt WIP stores reopen. This does not apply to purchases made from our online store. For details on how to return a purchase made via our online store we kindly ask that you see our Returns FAQ section.
For any queries you may have, please contact our customer service team who will be happy to help you by email at: onlineshop@carhartt-wip.com, or alternatively you can reach us by telephone between the hours of 9am and 5pm (CET) Monday - Friday at: +49 (0)7621 966 6

The minimum order value refers to the lowest value of a purchase order which must be met before we can process your order and deliver it to you. You will be notified via a message if the minimum order value is not met. You can always bump up your order by adding less expensive items to your basket, like gadgets, in order to reach the minimum order value test.

Unfortunately it is not possible to order by telephone or email. If you have any issues while making an online purchase, one of our customer service agents will happily help you through each step of the process.

Our customer service agents will gladly help you look for a specific item. Simply send an email to our customer service team explaining where you live and which item you are looking for. Please don’t forget to state which color and size you require.

Our customer service agents are there and ready whenever you have a problem. They are always happy to help if you have a question about one of our products or encounter technical difficulties. Our employees will endeavor to solve any issues as quickly as possible.

Unfortunately the reservation of goods in the online shop is not possible.

Baskets remain active for one hour, after which they are erased. They are also erased if you leave the page and end your session.

You are in no way obligated to purchase items that you put in your basket. The digital shopping basket works exactly like a real life one: You can place items in your basket and remove them again later. Only at the cash register do you actually decide what you want to buy.

The online shop area offers you an overview of all the products that you can purchase. Clicking on an item in the product overview leads you to the product detail page where you can choose between sizes and colors. Here, you can choose between all the available sizes and colors. Sold out products will be labeled as such, and only the sizes which are available are listed. You can place items in your basket by clicking the option “Add to Cart”. All the products you choose are gathered and saved there, so long as you do not end the purchase process. In the basket overview you have the option to remove items from your basket—simply click the text “Remove”, which is located to the right of each product. Click “Proceed the Checkout” once you have decided which products you want to buy. This leads you directly to a virtual form which you must fill out with your data. The purchase is finished once you have provided all the required information. You will then receive an order confirmation; this lets you know that your order has been processed by a member of our team. We then prepare your package for delivery before handing it over to our shipping partner. While this happens you will receive a shipping confirmation email. This lets you know that your package is on its way to you. Your order will arrive within approximately three working days.

We are currently updating our Size Guide. Please contact customer service if you want to know exact measurements of our products.

Where can I purchase Carhartt WIP gift vouchers? Carhartt WIP gift vouchers are only available in Carhartt WIP stores. They are not obtainable, nor redeemable, in the Carhartt WIP online shop.

Unfortunately it is not possible to receive a delivery in a different country to the one where you placed the order.

During the order process you can remove the check mark saying “also ship to this address”. On the righthand side a new address field will appear, where you can enter your desired delivery address. This can be different to the billing address, however, it must be in the same country.

We’ll send you a confirmation email within one hour after you have placed your order. This email confirms that your order was successfully placed. Please contact our customer service team if you do not receive a confirmation email.

Clicking on Shopping cart will open a page containing an overview of your order. Under your item(s), you'll find the field 'Enter promo code'.

Please note, it is only possible to redeem one discount code per order.

We are sorry to hear this. Once your order has been placed we are not able to manually add the discount. But if the code is still valid, you can still use it on your next order.

Unfortunately, due to technical reasons it is not possible to change an order. You can always cancel an order as long as your package has not yet left our shipping depot. This allows you to reorder the correct items from the online shop. In this case please send an email containing your name, your country of residence, and your order number to our customer service team. A refund will be made via the same payment method you used to place the order. The refund process usually takes around seven working days from the moment your order is successfully canceled.

You can cancel your order anytime as long as your package has not yet left our shipping depot. In this case please send an email containing your order number to a member of our customer service team, explaining that you would like to cancel the order. A refund will be made via the same payment method you used to place the order. The refund process usually takes around seven working days from the moment your order is successfully canceled.

You can change your delivery address anytime as long as your package has not yet left our shipping depot. In this case please send an email containing your order number and your correct or new address to a member of our customer service team.

*Excluding islands   **Excluding provinces overseas   ***Excluding the Canary Islands, Ceuta, Melilla

Credit card
With us it is safe and easy to make a payment using your credit card. We accept MasterCard and Visa credit cards. Your credit card will only be charged once your order has been dispatched. If you would like to return one or several items then you will receive the corresponding refund to the original credit card within a maximum of seven days. Your credit card details are transferred via an SSL-encrypted program. This high level of security makes paying with a credit card in the Carhartt WIP online shop extremely safe.

PayPal
You can also make a safe and simple payment with us using PayPal. Once you have made your order you will be led directly to PayPal. If you are already a PayPal customer then you can log in straightaway to complete your payment. If you are new to PayPal then you can log in as a guest or alternatively create a PayPal account to complete your payment. If you would like to return one or several items then the corresponding refund will be transferred to your PayPal account within a maximum of three days.

PostFinance (Switzerland and Liechtenstein only)
With PostFinance you can choose between two payment methods for paying with a postal account. You can either use your e-finance account, or the PostFinance Card for completing the payment. Once the order has been completed, you will be able to complete your payment process.
You will be redirected to the PostFinance website. Please register with your e-finance number and password. The amount will then be debited from your PostFinance account or PostFinance Card. Subsequently, you will receive an order confirmation by e-mail.

You can of course pay with a foreign credit card as long as it is a verified MasterCard or Visa credit card.

There are several reasons why a payment isn’t accepted. In such a case it is best to contact your bank, and the error or issue is often quickly rectified. Alternatively you can try making the payment using another payment method. If more than one or several payment options continue to not work for you, please contact our customer service team. Please note, for payments by credit card, that in order to prevent fraud your credit card will be blocked from use on our site for 24 hours if it fails three payment attempts. You can shop again as usual in our online shop after 24 hours.

Unfortunately we do not accept debit cards as a method of payment.

Your credit card provider / PayPal reserves the amount to be charged until we have packed and prepared your order for shipping and have raised the invoice. Only then is the money transferred to us.

You will receive an order confirmation via email. You will receive the invoice together with your order and the returns form upon delivery.

The cost of shipping varies depending on the country to which the order is delivered. Further information can be found in the following table.

*Excluding islands   **Excluding provinces overseas   ***Excluding the Canary Islands, Ceuta, Melilla

You will receive orders 2 to 6 business days after confirmation of shipment. Please note that during high season and the sale, longer delivery times may occur.

Not at home on delivery day? No problem! The carrier will make a second delivery attempt or deposit your package at a shipping affiliate close to you where you can pick it up. You can retrieve your package from there within seven working days at a time that is convenient for you. Please note, in order to retrieve your package, you must bring with you a valid form of ID and your shipment tracking number.

We’re sorry if we do not currently ship to your country. We are working on ensuring that this becomes possible in the foreseeable future. Until then, you have the option of using our Store Finder to locate our retail stores or stores which sell our products in your country.

Payments by credit card

We will inform you via the shipping confirmation email if an item in your order is now sold out. We will only charge your credit card for the items actually sent to you, and no money will be taken for the missing item in your order.

Payments by PayPal

We will inform you via the shipping confirmation email if an item in your order is now sold out. We will only charge your PayPal account for the items actually sent to you, and no money will be taken for the missing item in your order.

The shipping confirmation email will include a tracking link, with which you can follow the status of your shipment online via the website of the carrier.

Return by UPS Shipment

You have 60 days to decide whether or not to keep your products. If you would like to return them, you may take your package to the next UPS Access Point or arrange a pick-up from your address for free. You will receive an email as soon as your package reaches our warehouse.

PLEASE NOTE THE INFO BELOW WHEN RETURNING WITH UPS:

1. Fill in the return form included to your delivery and put it in the package
2. Ensure that the items to be returned to Carhartt WIP are in proper condition and properly packed using original packaging
3. Remove the old address label and replace it with the return label provided.
4. Keep the signed receipt until we email you the notice of arrival of your return.
5. For returning at a UPS Access Point please visit www.ups.com or contact an UPS service agent (see service numbers below).
6. Please note: We only take the return costs of the first return of an order. Each additional return has to be paid by you.

Due to the current COVID-19 pandemic our Carhartt WIP stores are currently closed until further notice and we can therefore not accept in store returns for online purchases. We kindly ask that you make your return by mail by following the steps in the previous FAQ.

The price of the returned product will be reimbursed using the same payment method that you used for the purchase. You will receive your reimbursement within 3 to 7 business days.

We’re sorry, but it is not possible to accept returns or complaints if the products were not purchased directly from the Carhartt WIP Online Shop.

You may return discounted items within 14 days of receiving them.

We’re sorry, but it is not possible to exchange products in the Carhartt WIP Online Shop. Please place a new order.

If the return is due to a complaint, you may return the products even after the 14-day return period has lapsed. Please fill out the return form that was sent with the package so that we will know right away how we need to classify the return. If you no longer have the return form, please go to onlineshop@carhartt-wip.com.

Because we treat our garments with color, we recommend that you wash any item before wearing it for the first time. Please check the individual washing instructions for each item.

This does not apply to rigid / rinsed denim pants.

Please note that untreated and unwashed pants require special care. Denim should be washed as little as possible in order to avoid shrinking and fading. If you purchase these kind of pants, you should not wash them during the first 9-12 months. If, however, you might need to wash the pants, you will find a few important tips on how to do so under the section, “How should garments be washed”.

Every item of clothing includes a label denoting the particular instructions for care. The recommended temperature should not be exceeded. It is also ok to wash our clothes at a lower temperature to the one stated in the washing instructions.

• Always wash inside-out
• Separately from other garments
• Leave for approximately 30 minutes in a bath of cold water with a mild liquid detergent
• Stir gently before finishing the wash in order to remove deposits
• Leave to dry on a clothesline

Please also note that rigid pants bleed out heavily if they are mishandled. This is because we use a natural dye called “Indigo”. You should also keep these pants away from lightly colored objects / furniture / garments. You can leave the pants in normal household vinegar for a few hours to help maintain the color.

We recommend washing knitted garments made of wool by hand, since they are also too sensitive for washing machines which have a gentle hand-wash function.

We only use leather sourced as a byproduct of farm animals that are reared for their meat. We do not use leather sourced from endangered species.

We only use down as a byproduct of farm animals that are reared for their meat. We do not condone or support live plucking procedures.

Our fur trimmings are made using faux fur.

Our sunglasses provide 100% UV protection.

Item has been bought online.

Unfortunately this is technically not possible. We kindly ask you to return the item and place a new order. Please be aware that the item may have sold out.

Different price between the online shop and a Carhartt WIP store.

Unfortunately this is technically not possible. As Carhartt WIP stores and our online shop operate independently of each other, we are not able to align the prices. Please note there may be differences in availability and price between Carhartt WIP stores and our online shop.

Yes, you are allowed to return sale items for free using our return label.

Please note our return policy and fill in the return form.

You may return sale items to Carhartt WIP stores (excluding outlet stores) in the following countries:

• Austria
• Belgium
• France
• Germany
• Great Britain
• Spain
• The Netherlands
• Switzerland

Due to high activity during our sale period there may be delays to delivery times.

As soon as the order has been shipped you will receive confirmation by email.

Please do not forget to check your spam box or junk folder.

Please note, after receiving your tracking link it can take up to 24 hours for it to be activated.

Unfortunately this is technically not possible. We kindly ask you to return the item(s) for a refund and place a new order.

We cannot provide you with any information regarding future sale prices.

During the sale period, the availability of items changes very quickly. As a result, we are not able to give you more detailed information about this.