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Spyder

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If you receive a product which you did not order, please contact our customer service, who will advise you of the next steps to take.

What should I do if I receive a product other than what I have ordered?

RETURNS & EXCHANGES

RETURNS

How can I place an order online?

Has my order been placed?

What are the order preparation and shipment timelines?

Can I cancel or edit my online order?

How can I obtain a copy of my invoice?

Does Spyder offer price adjustments?

Official Spyder websites

Can my order be gift-wrapped?

Why is the status of my order "cancelled"?

I haven’t received a confirmation email for my order, is it normal?

Can I order over the phone?

ONLINE ORDER

Do I have to create an account to place my order?

Why should I create a Spyder account?

How can I delete my customer account?

How do I unsubscribe from the newsletter?

I have forgotten my password, what should I do?

MY ACCOUNT

How much does shipping cost?

What countries do you deliver to?

I still have not received my order. What should I do?

Part of my order is missing, is this normal?

My parcel has been damaged, what should I do?

The tracking of my parcel shows that it has been returned to sender. What happens now to my order?

How can I track the delivery of my order?

Do you deliver to the Channel Islands?

What are the different shipping methods available?

What should I do if I am not present for the delivery of my order?

Are there customs/import charges for UK or Switzerland delivery?

SHIPPING POLICY

Is online payment totally secure on your website?

Which payment methods do you accept?

Can I combine multiple discount or promo codes on an order?

How to pay with Klarna?

Can I pay for my order via bank transfer or cash on delivery?

PAYMENT OPTIONS

How do I redeem my points for a Reward?

How can I get FREE returns as a Member?

Why can't I use my Reward discount code and a promotional code on the same purchase?

How can I use more than a €/£/CHF 60 discount Reward?

I didn't get my Birthday Reward as a Gold Member.

I have more than one loyalty account, can I consolidate my points under one single account?

How do I use my reward on Spyder Rental?

THE REWARDS

How can I earn points?

How many points do I earn for my purchases?

How long does it take for my points to show in my account after shopping?

How do I find out how many loyalty points I have?

Currency correspondance

Can I use my points earned outside Europe in Europe?

How long does it take for my points to show in my account for a review I submitted?

I returned my purchase that was made using a Reward coupon, will I get my points back?

What happens to my points when I return or cancel an order?

When do my points and/or tier status expire?

When will my points be awarded to my account?

Do I earn points when I buy a gift card?

Points in my account have gone missing.

THE POINTS

I’m from outside the European countries, Switzerland and the UK, can I join?

How do I join the Rewards program?

THE PROGRAM

INSYDER LOYALTY PROGRAM

How do I return one or more articles?

Is postage free on returned items?

How long is the return period?

How long does it take to receive a refund from my online return?

How long do I have to return my order?

When will I be refunded for my return?

Can I exchange an item?

Are the shipping costs also refunded if I return my order?

How to exchange an item?

Can a defective product be exchanged?

If the price of the product has changed, do I have to pay the difference if the item is more expensive, or will I be refunded the difference if the item is now on sale?

Is it possible to block a size for exchange?

Can an item be exchanged for a different one?

How long does the exchange take?

EXCHANGES

WARRANTY POLICY

What to do if I receive a defective product at a Spyder reseller (online or in a shop)?

WARRANTIES

DWR Treatment

Snow and Technical Outerwear Care Instructions

Am I able to purchase old Spyder styles?

Can I wash my Gore-Tex jacket?

How do I choose the right Spyder size?

Are your online products the same as those sold in your shops?

Do you replenish your out of stock items?

Can I book an item?

How can I fix a detached glued seam on a Spyder jacket?

Is it possible to buy spare parts like hoods or suspdenders?

PRODUCT INFORMATION

Where can I buy a Spyder e-gift card?

How do I use my e-gift card in the online shop?

Where can I use my Spyder e-gift card?

Do I earn loyalty points when I buy a e-gift card?

What is the remaining balance on my Spyder e-gift card?

What happens to my Spyder e-gift card if I return my order, part of it, or if my order is cancelled?

What happens to my Spyder e-gift card if I lose it?

Is it possible to cancel the purchase of a gift card?

Can I purchase a e-gift card to pay in Pounds sterling (£) and Swiss francs (CHF)?

E-GIFT CARD

How can I reach the customer service?

What are the opening hours of the customer service?

CONTACT US

What should I do if I receive a product other than what I have ordered?Updated 6 months ago