FAQ: Shipping

GENERAL

+ Who is Giesswein?
Giesswein is an Austrian company; we are famous for our natural, high-tech wool fabrics. 
+ What makes Giesswein different?
We treat our wool fabrics differently than other companies, focusing specifically on our treatment of wool and sustainable wool use. This creates unique fabrics made of 100% wool. These products absorb and can carry away more moisture - and can keep you warmer - than other wool. In the footwear industry, 20% of cut material is pure waste and is lost forever. We've found a new way to process our wool while producing 0% waste. 
+ Sustainability at Giesswein
When it comes to our products, we pay special attention to using renewable, sustainable materials and production practices. That’s why we put a lot of value on—and effort into—choosing our base materials. It’s also why we only use high-quality, mulesing-free wool which meets our high standards for animal protection and quality. We’re particularly proud of these achievements in our sustainable production processes: - 0% oil — since 2017, we no longer use oil to operate our machinery. Instead, we now use…- 100% renewable resources for the operation of our machinery. - 0% scrap waste – all of the wool scraps that accumulate during our production processes are recycled and used in new products. -Up to 90% of our water is recycled during the production process – during our milling processes, we do not use any chemicals. This allows up to 90% of the process’s water to be reused. Read even more about our Giesswein Green Strategy.

PRODUCTS

+ Do Giesswein products have arch support?
Giesswein Merino Runners offer medium arch support. Some customers choose to use their own insoles or orthopedics - the existing insole is removable. If you are not happy with the arch support, you may return them to us within 30 days of purchase.
+  I am not sure which size I need. Where can I get more information?
If you are between two sizes, we recommend to size down. If you are not sure, please use our sizing tool here: https://uk.giesswein.com/pages/sizing-chart
+  Is there a difference between the men’s and women’s models (Merino Runners, Merino Wool Knit, Wool Cross X)?
Our Merino Runners, Merino Wool Knit and Wool Cross X are all unisex shoes. The only difference is their sizing systems.
+ 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 products are water resistent; wool is highly water resistant by nature.Thanks to the natural fat found in Merino wool called Lanolin, our Merino Runners, Merino Wool Knit, Wool Cross X and Merino Wool Boots are water repellent. Wool’s natural properties create what is know as the “lotus effect,” meaning that water collects in droplets on the products’ surface and then slides off.
+  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.
+ 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.
+  Where can I get replacements for the insoles?
You can buy them here: INSOLE
+  Aren't wool shoes warm for your 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.
+ 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.
+  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 nor 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 are Giesswein products made?
Our unique materials and products are developed and designed in Brixlegg, which lies in Austria’s Alpine region called Tyrol. It’s here at our production site that our wool is knitted, boiled and softened until reaching its final stage: fine, high-quality Giesswein materials.Our Merino Shoes are MADE IN AUSTRIA, and are assembled in Vietnam or China. Our unique Giesswein “3D Stretch Merino Wool” fabric, which is used in our Merino Shoes, is made in our textile production facility in Brixlegg, Tyrol, Austria. The shoes’ value and “soul” thus lies in Austria. The individual pieces—such as the sole, accessories and pieces of fabric—are then put together in Vietnam or China. The reason for this is because there are no European shoe manufacturers that have high enough production capabilities to meet the demand for our shoes. Our executive directors visit these factories in Vietnam and China two times per year, in person. The factories meet all Western standards; their work conditions are exemplary; and, the worksites are regularly reviewed.
+ Where does Giesswein's Merino wool come from?
Merino wool is a natural product, which means that it’s also a scarce good. The production of Merino wool, as well as its production process, requires a lot of time and know-how. To produce Merino wool with the highest standards results in the highest quality—and, it also results in a higher price. The wool farmers in Uruguay from whom we source our wool adhere to mulesing-free practices. For us at Giesswein, it’s also crucial that the sheep that produce are wool are treated with the highest of animal protection standards; that’s why we make sure that our contracts with our sources guarantee that our wool is mulesing-free. That’s how we’re able to ensure that we exclusively source wool yarn which does not put animals in harm’s way.You can read more about the mulesing process and mulesing-free wool 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.
+  Are Giesswein products vegan?
Our products are produced under surveilled conditions to make sure that neither people nor animals get harmed.
+  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 is the difference between the Merino Runners and Merino Wool Knit?
Our Merino Wool knit differs from our other Merino shoe lines because of its additional layer of 3D Knit Merino wool. It’s this extra layer that gives our Merino Wool Knit its special look. Plus, the Merino Wool Knit’s EVA sole has a diamond tread, in contrast to the Merino Runners’ grooved tread.    

ORDERS

+ 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 here.
+ 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.

Klarna
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.

ADDITIONAL INFORMATION
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. Our classic items—such as our Merino Runners, “Dannheim,” “Kramsach,” “Türnberg,” “Tino,” Aichach,” “Gloggnitz,” etc.—are restocked regularly. You can check in on their availability anytime online.
+ 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 24-42 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 the retailer's 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 the retailer 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 the retailers dispute instructions and make sure to “Report a problem” in your Klarna account to pause your statement until you’ve resolved the dispute with the retailer. As soon as the retailer 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 the retailer 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 the retailer 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.
+ What happens if I don’t pay for my Pay in 3 instalments order?
Klarna will automatically attempt to collect your second instalment from the debit or credit card that you entered at checkout. If the payment cannot be collected on the scheduled due date Klarna will make a further attempt to automatically collect payment 7 days later and again 7 days afterwards. Should this last payment attempt fail, Klarna will add the failed amount to your final instalment. Klarna will automatically attempt to collect your final instalment from the debit or credit card that you entered at checkout. If the payment cannot be collected on the scheduled due date Klarna will make a further attempt to automatically collect payment 7 days later and again 7 days afterwards. Should this last payment attempt fail Klarna will issue you with a statement for the full outstanding order amount which will become payable 15 days later. 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’ or ‘Pay in 3 instalments’ 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.

SHIPPING

+ 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 Royal Mail or DHL in 5-7 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?
It's possible that in some cases (outside the European Union), your order may be subject to taxes. But as we have no control over these charges, we can’t tell you what the cost might be; customs policies and import taxes vary widely from country to country. If you're unsure, please check your home country's import tax policies. Our shipping covers delivery to you, but does not include local duties or taxes at the point of import; these are your responsibility as per our terms of service. We will include the necessary documents for customs/border control with your parcel, but your country's assessment of these documents, the time it takes and the import taxes charged are out of our control.

RETURNS

+ 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 Giesswein's return policy?
If you need to send your Giesswein product back, you can do so within 14 days from receipt of your order. Once we've received your items back, we’ll process your refund. Please note that in order for us to accept your return, you should ensure that your items are returned unworn, unwashed and in the original packaging (with the box intact.) Please also ensure that the items are packaged properly and include the order paperwork they came with (or a note with your order details) so we know that it’s your return. Any items received in an unsuitable condition may be refused. Any items returned are your responsibility until they reach our warehouse. Refunds should take no longer than 7-10 days following receipt of your product, and refunds are only made to the original payment method. If you choose to return your whole order, we will refund the cost of the items, but please note that express shipping, gift cards and gift boxes are non refundable. If you reject your delivery and it is returned to us, the cost of the returned items will be refunded; your statutory rights are not affected by our returns policy.
+ 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

+ Can I wash Giesswein products?
Yes, they can be machine washed at a maximum temperature of 30°C (85° F.) They must not be put in the dryer, onto any heated surface, or directly in the sun to dry. Drying your products in this manner would damage the fabric. It’s also important not to use fabric softener.
+ How do I keep my Merino Shoes clean?
Our Merino Runners, Merino Wool Knit, Wool Cross X and Merino Wool Boots can be machine washed on the “delicate” wool cycle, at a maximum of 30°C (90° F.)When washing, we recommend that you use a laundry net and a normal wool detergent. Don’t wash your Merino shoes together with other clothing items.Many machines use an intensive spin session at the end of the cycle in order to remove water from the items, but this should not be used when washing boiled wool. Instead, make sure that this setting is turned off on your machine, and gently press the water out of your shoes (for example, with a dry towel.) When caring for your Merino Runners, remember not to use any artificial drying methods: they should be air dried. Please do not put your Merino shoes into the dryer. Remember that when your shoes are lightly soiled that they can be cleaned with the simple use of a damp towel or gentle brush. If you choose to use a waterproofing spray on your Merino shoes, please ensure that the spray is designed for breathable materials. Here you can find some further tips and a step-by-step guide to washing your Merino wool.
+  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.