Frequently Asked Questions
- What is the minimum order value?
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.
Country Minimun order value Austria 20,-€ Belgium 20,-€ Bulgaria 20,-€ Croatia 20,-€ Czech Republic 500 CZK Denmark 200 DKK Finland 20,-€ France 20,-€ Germany 20,-€ Great Britain 20 GBP Greece 20,-€ Hungary 20,-€ Ireland 20,-€ Italy 20,-€ Liechtenstein 20,-€ Luxembourg 20,-€ Netherlands 20,-€ Poland 20,-€ Portugal 20,-€ Romania 20,-€ Slovakia 20,-€ Slovenia 20,-€ Spain 20,-€ Sweden 200 SEK Switzerland 20 CHF
- Can I also order by telephone and email?
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.
- Who can I turn to if I have problems making a purchase?
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.
- Can I reserve goods in the online shop?
Unfortunately the reservation of goods in the online shop is not possible.
- Once I begin to fill up a basket, how long does it remain active?
Baskets remain active for one hour, after which they are erased. They are also erased if you leave the page and end your session.
- Am I obligated to complete a purchase once I put items in my basket?
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.
- How does shopping in the Carhartt WIP online store work?
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.
- How do I know which size I should order?
If you are unsure what size you require then you can take a look at our Size Guide, which you will find at the end of each product detail page. With the Size Guide you can choose a size and see its exact measurements for the item. You also have the option to view a table of all sizes in one go. This gives you an overview of all sizes and their corresponding measurements.
- Can I receive a delivery in a different country to the one where I placed the order?
Unfortunately it is not possible to receive a delivery in a different country to the one where you placed the order.
- Can I specify a different delivery address?
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.
- How do I know that my order was placed successfully?
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.
- Where can I fill in my discount code?
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.
- What happens if I forgot to use a discount code?
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.
Changing or Canceling an Order
- Can I change something in my order or add more items?
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.
- How can I cancel my order?
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.
- How can I make a payment?
Country Payment method Austria Credit card and PayPal Belgium Credit card and PayPal Bulgaria Credit card and PayPal Croatia Credit card and PayPal Czech Republic Credit card and PayPal Denmark Credit card and PayPal Finland * Credit card and PayPal France ** Credit card and PayPal Germany Credit card, PayPal and bank transfer prepayment Great Britain * Credit card and PayPal Greece * Credit card and PayPal Hungary Credit card and PayPal Ireland * Credit card and PayPal Italy Credit card and PayPal Liechtenstein Credit card, PayPal and PostFinance Luxembourg Credit card and PayPal Netherlands Credit card and PayPal Poland Credit card and PayPal Portugal * Credit card and PayPal Romania Credit card and PayPal Slovakia Credit card and PayPal Slovenia Credit card and PayPal Spain *** Credit card and PayPal Sweden * Credit card and PayPal Switzerland Credit card, PayPal and PostFinance
*Excluding islands **Excluding provinces overseas ***Excluding the Canary Islands, Ceuta, Melilla
- How do the various payment methods work?
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.
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.
- Can I also pay with foreign credit cards?
You can of course pay with a foreign credit card as long as it is a verified MasterCard or Visa credit card.
- My payment wasn’t accepted. What can the reason be?
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.
- Can I pay with a debit card?
Unfortunately we do not accept debit cards as a method of payment.
- When will the payment amount be taken from my credit card / PayPal account?
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.
- How will I receive the invoice?
You will receive an order confirmation via email. You will receive the invoice together with your order and the returns form upon delivery.
- What is the cost of shipping?
The cost of shipping varies depending on the country to which the order is delivered. Further information can be found in the following table.
Country Carrier Freight charge Free Shipping from Austria Post.at 7,90 EUR 99,00 EUR Belgium DHL 7,90 EUR 99,00 EUR Bulgaria UPS 7,90 EUR 99,00 EUR Croatia UPS 7,90 EUR 99,00 EUR Czech Republic UPS 200,00 CZK 2500,00 CZK Denmark UPS 60,00 DKK 750,00 DKK Finland * DHL 7,90 EUR 99,00 EUR France ** La Poste 7,90 EUR 99,00 EUR Germany DHL 7,90 EUR 99,00 EUR Great Britain * UPS 6,50 GBP 90,00 GBP Greece * UPS 7,90 EUR 99,00 EUR Hungary UPS 7,90 EUR 99,00 EUR Ireland * UPS 7,90 EUR 99,00 EUR Italy UPS 7,90 EUR 99,00 EUR Liechtenstein Schweizer Post 9,50 CHF 115,00 CHF Luxembourg DHL 7,90 EUR 99,00 EUR Netherlands DHL 7,90 EUR 99,00 EUR Poland UPS 7,90 EUR 99,00 EUR Portugal * UPS 7,90 EUR 99,00 EUR Romania UPS 7,90 EUR 99,00 EUR Slovakia UPS 7,90 EUR 99,00 EUR Slovenia UPS 7,90 EUR 99,00 EUR Spain *** UPS 7,90 EUR 99,00 EUR Sweden * DHL 60,00 SEK 1000,00 SEK Switzerland Schweizer Post 9,50 CHF 115,00 CHF
*Excluding islands **Excluding provinces overseas ***Excluding the Canary Islands, Ceuta, Melilla
- How long does the delivery take?
You will receive orders 3 to 5 business days after confirmation of shipment. Please note that during high season and the sale, longer delivery times may occur.
- What happens to my package if I am not at home when it is delivered?
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.
- What if there is no shipping to my country of residence?
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.
- An item in my order is now sold out. What happens to my money?
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.
- Can I track my shipment?
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.
- How do I return products by mail?
Return by UPS Shipment
You have 14 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:
- Fill in the return form included to your delivery and put it in the package
- Ensure that the items to be returned to Carhartt WIP are in proper condition and properly packed using original packaging
- Remove the old address label and replace it with the return label provided.
- Keep the signed receipt until we email you the notice of arrival of your return.
- For returning at a UPS Access Point please visit www.ups.com or contact an UPS service agent (see service numbers below).
- Please note: We only take the return costs of the first return of an order. Each additional return has to be paid by you.
Country UPS service number Bulgaria 0700 188 77 Croatia 0800 33 66 33 Czech Republic 0841 11 11 44 Denmark 35 25 80 80 Great Britain 03457 87 78 77 Greece 210 998 40 00 Hungary 06 40 98 98 98 Ireland 1 890 99 55 00 Italy 02 30 30 30 39 Poland 0801 90 08 77 (only via landline) Portugal 707 23 23 23 Romania 0800 87 78 77 Slovakia 2 168 77 Slovenia 080 21 12 Spain 902 88 88 20
- Can I return my order in a Carhartt WIP Store?
It is possible for you to return your order within the 14-day return period after receipt of the products in a Carhartt WIP Store in the following countries:
- Great Britain
PLEASE NOTE THE INFO BELOW WHEN RETURNING A PRODUCT IN A CARHARTT WIP STORE:
- Please fill out the return form completely and bring it with you.
- Please ensure that your returning items are in sellable condition: unworn with their original packaging.
- Go to the following site for addresses and business hours of the Carhartt WIP Stores: carhartt-wip.com/stores/carhartt.
- Please note that Carhartt WIP outlets are excluded from this service.
- When will I receive my reimbursement?
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.
- Can I return products I have purchased in a store to the Online Shop?
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.
- Can I return discounted items?
You may return discounted items within 14 days of receiving them.
- Can I exchange a product for a different product online?
We’re sorry, but it is not possible to exchange products in the Carhartt WIP Online Shop. Please place a new order.
- Return of defective/deficient products
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 email@example.com.
Questions about Our Products
- Do Carhartt WIP garments have to be washed before being worn for the first time?
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”.
- 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.
Rigid / rinsed denim:
- 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.
- What kind of leather does Carhartt WIP use for its products?
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.
- Does Carhartt WIP use down produced using live plucking methods?
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.
- Is real fur used in fur trimmings on jackets?
Our fur trimmings are made using faux fur.
- Do Carhartt WIP sunglasses offer safe UV protection?
Our sunglasses provide 100% UV protection.