FAQ: Orders


  + Who is Giesswein?

Giesswein is an Austrian family business. For decades, we have been known for our natural and high-quality woollen products.
+ What makes Giesswein different?
We have made it our mission to utilise the positive basic properties of wool in a completely new way. Our decades of experience have resulted in high-quality products made from unique woollen fabrics. 


  +  I am not sure which size I need. Where can I get more information?

We generally recommend choosing the normal size. If you already own Giesswein products, it is best to choose the same size again. Here you can find the complete size chart for our merino shoes, slippers, clothing and hats: HERE 
 +  Is there a difference between the men’s and women’s models
If we carry the item for men and women, it is basically a unisex shoe. The only difference here is the sizing.
 +  Are Giesswein shoes suitable for wide feet?
Our shoes are all medium width. Even if your feet tend to run wide, our merino textile will stretch to your foot.
 +  Are Giesswein products waterproof?
Our woollen shoes are water-repellent thanks to the natural fats (lanolin) in the wool and the resulting lotus effect.
 +  Do I need to treat my shoes with a waterproofing product?
You do not need to waterproof our Merino shoes. However, if you do decide to waterproof the shoes on your own, please make sure to use a wool-friendly nano-spray. For our waterproof sports shoes, please use a Waterproofing spray for sports shoes.
  What will happen if my Merino Runners get wet?
Merino wool can absorb up to 35% of its weight in water, which is how it wicks sweat away from your foot so effectively. When wet, superfine merino still regulates temperature, so your shoes won’t feel sloshy.
 Aren't wool shoes warm for my feet (especially in the summer?)
Our shoes keep you warm in the cold, and cool in the heat. This thermoregulation is a natural property of merino wool.
 +  Can I wear my Merino shoes without socks?
Yes. Thanks to the natural base properties of Merino wool, our shoes are breathable, temperature-regulating, moisture-regulating and antibacterial. You can wear our Merino shoes barefoot, and your feet will neither sweat or produce any unpleasant odors. When you first purchase your Merino shoes, we recommend that you wear them with socks for three days. This will help you avoid potential blisters while allowing the shoe to mold to your foot.
  Where does Giesswein's Merino wool come from?
Merino wool is a natural product and therefore a scarce commodity. Both the extraction of merino wool and its processing require a great deal of time and expertise. This results in high quality but also in a high price. We only source mulesing-free wool from Australia. A very high standard of sheep farming is essential for us, which is why we have agreed contracts with all our co-operation partners that allow us to supply mulesing-free wool guarantee. We can therefore be sure that we only receive wool yarns without animal suffering. Read more about mulesing HERE.
 +  Can I use my own insole with Giesswein products?
Yes, feel free to use your own insole by removing the changeable footbed.Some of our slippers, like our Vent or Veitsch models, come with an interchangeable footbed and work well with other inserts. You can simply take out the existing footbed and use your own orthopedic inserts. Plus, you can buy additional, comfortable Giesswein interchangeable footbeds separately.
 +  What is the EVA-sole on my Merino shoes?
Your shoes’ EVA sole is made out of artificial material, which is lighter and more flexible than a traditional rubber sole. EVA holds onto less heat than other similar materials; is especially shock-absorbing; and is long-lasting. Learn more about EVA HERE


+ What should I do if I haven't received a confirmation email after my purchase?
We send confirmation emails immediately after your purchase--so if it hasn’t landed in your inbox, please check your spam/junk folder just in case! If you still haven't received your confirmation email, please drop us a message and we’ll check for any problems and resend the email to you.
+ Where is my order / can I track the delivery?
You can track your order. Once we've received your order, we will send you an email a tracking link.
My tracking number doesn’t work. What can I do?
Please check it again the following day; it sometimes takes up to 24 hours for the tracking info to sync. If it still doesn't work, please send us a message.
+ How can I cancel my order?
Did you make a mistake and need to cancel? if your order hasn’t yet been processed for dispatch, we’ll try to cancel its delivery. Please check your confirmation email, and send us a note with your order number.
+ I'd like to buy a Giesswein product as a gift. Can I buy a gift card?
Unfortunately we do not provide any gift cards at this time.
+ Which currencies do you accept?
We will process your order in GBP. Please switch to our European or US stores if you would like to use EURO or USD.
+ Which payment methods do you accept?
PayPal payment When you choose to pay with PayPal, you’ll be directed to the PayPal website at the end of your ordering process. When this happens, just log into your PayPal account and confirm the payment. Afterwards, you’ll get an order confirmation both on our website and via email.

Credit cards We accept the following credit cards: Visa, MasterCard and American Express. If you’re paying with Visa or MasterCard, you might be given a “confirmation form” to fill out from your credit card company—e.g. Verified by Visa or MasterCard SecureCode. In this case, please complete the info and authorize the payment. You must confirm the payment in order to be taken to our “order confirmation page,” and for your order to be processed.

It's easy to use Klarna as payment order:

During checkout, select Klarna as your payment method.
Select to either pay for your order in 30 days or pay for your order in three instalments.
Pay in 30 days: you'll have 30 days to complete your payment (Nike By You orders may have longer to complete payment).
Pay in three instalments: your first payment is collected when your order is confirmed. The remaining two will be automatically collected every 30 days.
Fill in the required payment details and complete your order.
Klarna will email you about your payment.
Pay in 30 days: you'll receive an email from Klarna with an invoice and payment steps.
Pay in three instalments: you'll receive an email from Klarna outlining your payment schedule and you'll be charged for your first instalment. You'll also be able to view and manage your payments in the Klarna App.

Giesswein is not a lender and acts only as an introducer. Please spend responsibly. Borrowing beyond your means could seriously affect your financial status. Klarna's Pay in 30 days and Pay in Three Instalments credit agreements are not regulated by the FCA. Late fees apply if you do not keep up your repayments. Must be over 18 years old, UK residents only. Credit subject to status. Terms and conditions apply.
+ Are payment and shopping on your site safe and secure?
Don't worry, your data will be safe with us. Our checkout page uses SSL (Secure Sockets Layer).
+ I'm having trouble completing my payment. What can I do?
Please double check that your shipping and billing details are complete and correct, and try to check out using a different web browser. If you still have an issue, please let us know, or contact your bank about the payment.
+ I have a discount code. Where do I enter it?
If you have a code, you can enter it at the first stage of your checkout. You'll see where to enter it underneath your order summary. Don't forget to hit 'apply' after entering! Please note that a discount code will only work at www.giesswein.com, and that you can only use one discount code per order!
+ Do you accept pre-orders?
Unfortunately we do not offer pre-ordering right now, but we hope to offer it soon!
+ Why can't I add any products to my shopping cart?
Please make sure that you have selected a size and a color: once you've done this, the selected item will appear framed in red. The items which appear in a pale grey color are not available and therefore cannot be selected or ordered. We are constantly trying to keep our website up to date with the latest technology. If you are experiencing problems with it, please make sure that your internet browser allows JavaScript and cookies.
+  The product I would like to buy is not available anymore. What can I do?
Unfortunately, if the item isn’t currently in stock, you won’t be able to order it. However, we’d be happy to let you know as soon as the product is back in stock. We recommend signing up for our newsletter, where we announce product restocks.
+ How can I delete products from my online cart?
First, click on the shopping cart symbol in the top righthand corner of the page. Then, click “-“ to change the product’s quantity to “zero.” The product will then automatically be deleted from your cart.
+  I made a mistake during the ordering process. What can I do?
Please get in touch with our Support Team as quickly as possible by using our contact form. Depending on the status of your order, we’ll do our best to make the desired changes in your order. If we were able to make the changes to your order, you’ll get an email confirmation of your updated order.
+ I submitted a question to your support team with the contact form, but I still haven’t gotten a response.
We do our very best to respond to all of your questions on business days (Monday-Friday) within 24-48 hours. If it’s been longer than that and you still haven’t gotten a response, we suggest that you check your email’s spam messages. (Depending on your email provider, our response may have been filtered into a “spam” or “unknown sender” folder.)
+ Which internet browser should I use?
For the best shopping experience, please use an updated browser which accepts JavaScript and Cookies. We recommend Mozilla Firefox or Google Chrome.

Payment with Klarna

+ What happens if I make a return?
If you return some or all of your order, Klarna will issue you with a new statement as soon as the online store processes your return. Follow our return instructions and make sure to keep the tracking number of your return. Log into your Klarna account and select “Report a return” so that your statement is paused. As soon as we has registered your return, we will send an adjusted invoice.
+ There's something wrong with my order. Do I still need to pay for it?
You do not need to pay for goods that are received damage, broken or faulty. Follow our dispute instructions and make sure to “Report a problem” in your Klarna account to pause your statement until you’ve resolved the dispute with us. As soon as we has registered your cancellation or your return, the refund will be processed within 5-7 business days.
+ I have not received my order. What happens to my statement?
You do not need to pay the statement until you have received your order. Contact us for an update on the delivery. Make sure to log into your Klarna account and “Report a problem” to pause your statement until you’ve received your order.
+ My statement is incorrect. What should I do?
If your statement does not match your order details, please contact us directly for a correction of your statement. Make sure to log into your Klarna account and “Report a problem” to pause your statement until the details have been corrected.
+ What happens if I don’t pay for my Pay in 30 days order?
Your payment is due 30 days after the item is shipped. Klarna will alert your before payment is due to help remind you to pay on time. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay in 30 days’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use the service in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.


+ Do you offer free delivery?
Yes we do. All orders include free delivery. Please note our return policy.
+ When can I expect to receive my delivery?
Please note that delivery time can change according your chosen product. This information appears in each item's product description. Our parcels are usually ready to ship within 1 day, and depending on which country you live in, the delivery time is in average about 3 to 5 business days. If you don't receive your order within 10 business days please contact our support team. Should any problems arise, we will contact you immediately (i.e. if the goods are not available or if the information provided for delivery is unclear). In these cases the handling times may be longer.
+ What are your shipping options?
UK: free tracked service via Evry in 3-5 business days for all orders
+ Do you offer express or next day delivery?
We do not offer next day delivery right now, but we might offer this service soon!
+ Which countries do you ship to?
We currently ship to the UK. Please switch to our other stores if you would like to order from USA, Australia, Switzerland or other countries within the European Union.
+ Will I have to pay taxes/import fees upon receiving my Giesswein product?
For deliveries to the UK you won’t have to pay any import or custom fees.


+ Can I return my Giesswein product for an exchange or refund?
Yes, you can. Please use our returns center to request your return and to receive your personalized address label.  Please see our return policy for further information.
+ Something is wrong with my Giesswein product.
We're sorry to hear that. Wherever you are in the world, please get in touch with us and we’ll get it sorted out.
 + What is the Giesswein returns process?
Please contact us if you would like to return items. After that, we will email you a personalised address label and return instructions. Then, simply ship your items to the address on the label. We will refund your original order payment. We are able to provide prepaid return labesl for the UK, United States and the Europen Union. You will be responsible for the costs in all other countries.

Caring for your products

+ How do I wash Giesswein products?
Please note the care instructions for the individual products first. Some of our products can be washed in the washing machine at a maximum temperature of 30°C (90 degrees Fahrenheit - wool cycle). However, they must not be tumble dried and should not be left to dry on a hot surface or in direct sunlight. This would damage the fabrics. It is also important not to use fabric softener or bleach. 
+  How should I care for my slippers?
Our slippers are machine washable up to 30 degrees Celsius (90 degrees Fahrenheit.) They should never be put into the dryer, placed on hot surfaces (such as a radiator) or in the direct sunlight to dry—doing so will cause your slippers’ natural rubber sole to break down. A final, important tip: never use fabric softener when washing your slippers.
+  How should I correctly care for knitted products?
As a rule of thumb, wool textiles do not need to be washed after each use. Thanks to wool’s natural “self-cleaning” effect, it’s usually enough just to let your wool garment air out. When you do decide to wash your wool textiles, you should always use a special wool detergent—and ideally, it should be a liquid detergent. Make sure not to wash your items at any temperature above 30 degrees Celsius (90 degrees Fahrenheit.) Finally, make sure to check each garment’s tag individually to see if it has any specific care instructions. After washing your wool clothing item, do not wring it out. Instead, place it directly into an absorbent towel, and roll it gently. Then, lay your garment flat onto another dry towel to air dry. Don’t leave your garment to dry near any heat sources, such as a fireplace or radiator—and remember that you should never, ever put wool clothing into the dryer. If necessary, you can always cover your wool item with a damp towel, iron, and let it cool down. Please remember that caring for your wool incorrectly can cause it to felt or shrink.