I have seen something advertised, but cannot find it on the site?
Just type the name of the item into the search box or go to the specific category at the top of the homepage, and it will take you straight to the right product.

If you cannot find it, or if you are not sure what you are looking for, please contact Customer Service with as many details as you can remember, and we will try to track it down for you.

Do you have a size chart?
Check out our size chart, displayed here as well as on the product page for measurements — you will find all the information to ensure our product fits perfectly and looks great.

Can you give me more information on your products?
We try to publish as much useful information as possible about each of our products, to help you purchase the items that suit you best.

If you can't find the information you're looking for on our product pages, please do not hesitate to contact customer service and we will do our best to answer your questions as quickly and completely as possible.

I have just placed an order, can I cancel it or change it?
Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch.

You have an option to cancel but you need to be quick about it. Please contact Customer Service immediately, and they will do their best to fulfil your request.

However we cannot promise that they will be able to cancel the delivery if you have already received an e-mail confirmation stating that your order has already been shipped.

For additional information about returning your order, check our Returns Policy. If your order has already been shipped, you will need to return the order to us.

How can I change my delivery address?
If you already have an account, you can change your details by logging into your account. Simply choose "Change Address".

I'm not receiving your newsletter.
If you are not receiving our regular newsletter, you could be missing out on exciting news. The most common reason for this is that your email software is marking emails from us as junk mail and sending them to your spam folder. To stop this from happening, please add info@fjallravensea.com to your email address book, then our emails should come through just fine. If you checked this and are still not getting the newsletter, make sure you typed in the correct email address when you signed up with us. Sign into your account or get in touch with Customer Service, and we will do our best to sort it out for you.

I am haveing general problems accessing or purchasing from your website.
If you have general problems, we recommend that you make sure you have the latest updates and patches for your operating system. In order to enjoy an excellent online experience, we recommend updating your internet browser on a regular basis by using the latest versions for your respective browser.

If you are still having problems using our site, please feel free to get in touch with Customer Service and we will be happy to help. To help us look into your problem, please try to include as many of the following details as possible:

• Your Operating System (e.g. Windows XP, Mac OS 10.0),
• Internet Browser (Internet Explorer 7, Google Chrome),
• What URL you were trying to access (e.g. http://www.google.com),
• Which time the problem occurred, and
• Please copy and paste into the email any error message that appeared on your screen.

I am having problem with my shopping cart.
If items are disappearing from your shopping bag, this may be because you are using your internet browser's “back” button, rather than selecting one of the “Continue shopping in...” links on the shopping cart page.

If you are still having problems, try deleting the cookies on your computer. Usually, you need to select the tab “Tools” on your internet browser to clear the browsing data.

I cannot sign in into my account.
When you want to shop with us or access your account, we ask you to sign in. If you cannot remember your password, just type your email address in to the "Forgotten Your Password" box on the sign in page, and we will send you a reminder which includes your password.

You can change your password, main email address or any of your other details at any time just by signing in to your account. If you still have problems signing in, or have any other queries, please contact Customer Service.

Do I need an account with you?
Creating an account is not necessary, but will allow you to order without having to fill in your details every time you shop with us. You will also be able to view your order history and track your current orders.

My payment has been declined.
A payment decline can happen for a number of reasons. Please check your Fjällräven account details to make sure that the card details such as the card type, validity date, name and your billing address are the same as the card they are registered to.

Occasionally some epayment have issues processing cards that originate from different countries or conflicting IP addresses. If you are sure your card has sufficient funds and no blocks on it, please try using the PayPal checkout function instead (either via an account or the Guest Checkout feature.)

If the problem continues, please enter the details of another card.

Please contact Customer Service, if the problem persists. They will try to advise you further.

Is it possible to return purchase order at Fjällräven stockists/authorized retailers?
Our stockists are currently not able to provide returns in store for purchases made online. Please read our Return Policy for more information or contact us.

BRAND & HERITAGE
How do you pronounce 'Fjällräven'? And what does it mean?
Fjällräven is pronounced 'fyell reven' and is Swedish for arctic fox.

What is Fjällräven known for?
Trekking! Both around the block and to the top of 8,000 meter peaks.

What's Fjällräven's mission?
Our core mission and driving force has always been, and always will be, to enable and inspire more people to spend time in nature. We want our products to help you feel secure and at home in the outdoors, now and in the future. We want them to be with you on your most memorable journeys and adventures. So we develop and create in a thoughtful manner and design for lifetimes of wear. We don't chase short-term goals, follow trends or compromise on quality. Our future and the future of nature are intertwined.

KÅNKEN
Is the Kånken waterproof?
The Kånken is not waterproof but the bag's Vinylon F material is water resistant.

How do I wash my Kånken?
To wash your Kånken we recommend soaking it in lukewarm water and using a soft brush to get out stains. Hang to dry.
You may refer to the instrustion video that we created here. https://www.youtube.com/watch?v=5c7UzYnVw4A

How do I adjust the straps?
To adjust the Kånken's straps first unbutton the top button and then pass it through the buckle to make it longer/shorter.

My Kånken appears faded, why is that?
Our Kånken products are made from a specialized fabric known as Vinylon F. The durable nature of the Vinylon F comes from its special formulation and the density of the textile weave which make it more rigid. Even though it is more rigid and resistant to pilling and damaging wear it is still susceptible to abrasive marks which can appear as lightened streaks. Avoiding contact with rough or sharp surfaces will help limit this effect. This material also receives a similar dying process as nylon or polyester and will fade in a similar fashion. As with any material avoiding excessive washing and limiting solar exposure will help keep the bag looking newer longer.

Where is the Kånken manufactured?
Kånkens are manufactured in Vietnam and China at locations that operate in accordance with the Fair Labor Association.

Are the Kånken Mini and Kånken Kids the same size?
Yes, they are the same size. The difference between the two is that the Kånken Kids has straps specialized for the smaller torso of a child.

What is the best bag for my laptop?
Our Kånken Laptop series is extremely popular, with bags for 13", 15" and 17" laptops. Our Rucksack and Foldsack series also feature laptop pockets for up to 15" laptops.

MATERIAL
Is the G-1000 material waterproof?
G-1000 can be waxed with our Greenland Wax to make it more water and wind resistant.

Where does Fjällräven's leather come from?
The leather supply chain is notoriously tricky to trace, but we've narrowed our selection down to Germany. To ensure our leather is as sustainable as possible for us, we chose to only work with tanneries (where a lot of water and chemicals are used) that have been rated by the Leather Working Group, which audits and rates tanneries with Gold, Silver and Bronze. The majority of our leather comes from gold-rated tanneries. The goal is to use only gold-rated tanneries for all our leather.

Does Fjällräven use pig leather?
No, we do not use pig leather in any of our products.

Why do you have a leather logo?
We use leather primarily because of its functionality. It's superior to many other alternatives when it comes to durability and longevity. The leather for our logo is something else. This is to do with our heritage.The leather logo goes back to when Fjällräven was founded, in 1960. It's a big part of our identity and has become an iconic part of our brand. It ages nicely too; acquiring an appealing patina over time. For these reasons we've chosen to keep the leather logo and at this stage this is not something we're looking at changing. However, some of our products are leather-free for those of you that want to avoid it.

What are PFCs?
Perfluorocarbons or PFCs are chemical compounds that don't readily break down. They are used a lot by the outdoor industry to impregnate textiles to make them water and oil repellent. And they work really well. But, when you take that PFC-impregnated shell jacket on your next adventure, small PFC particles escape into nature. Unlike you, they stay there and spread. They can be stored in living organisms for several years and gradually work their way up the food chain.

Are your products PFC-free?
They are! All Fjällräven products have been PFC-free since 2015. For more information on PFCs and why they are dangerous please visit: http://foxtrail.fjallraven.com/2017/03/11/the-on-going-quest-for-100-pfc-free-eco-shell/.

How do I wax my jacket?
To wax the G-1000 material you can use an iron, a blow dryer, or even a camp stove. We have helpful videos on our website.
You can check out the waxing instruction here. https://www.youtube.com/watch?v=j5WpQje1g2I

How do I wash my down jacket?
To wash your down coats you will need special down detergent (available at most any outdoor store) and a side loading washing machine. The agitating arm in top loading machines is not good for the down baffles. Wash your jackets according to the directions on the down detergent. When drying you will want to add a couple clean tennis balls to the load. The tennis balls break up the clumped down feathers to increase their loft. After washing you will want to re-apply Greenland Wax to any coat that has a G-1000 outer layer.

Which trousers are waterproof?
Our Keb Eco-Shell Trousers are completely waterproof.

Is that real fur on the hood?
We use faux fur to line our hoods. Take care to remove the faux fur before washing or drying your garment.

What is your warmest jacket?
A jacket's warmth is highly subjective and largely dependent upon how well you layer underneath. Some of our warmest styles are the Expedition series, the Kyl, Kyla, Yupik and Nuuk Parkas

Why is my waterproof jacket 'wetting-out'?
Waterproof jackets have what's called a DWR coating. This coating needs to be periodically bolstered by using waterproofing sprays or washes. We recommend using our PFC-free DWR treatment.

SIZING & FIT
How long are your jackets?
Our jackets come in two common lengths: jacket length is typically at the waist, and parka length is generally at mid-thigh.

What is your longest inseam?
We offer a few styles of pants with a "raw" inseam. Raw length pants are made with a simple hem that can easily be altered to your desired length. These raw inseams run as long as ~37".

Which trousers have the most thigh room?
Our trousers that have stretch in them are most popular with customers looking for more room in the thighs. We recommend the Keb Trouser for both women and men.

Which trousers are the slimmest fitting?
For a slimmer fit, check out our Abisko Lite Trekking Trousers.

SHIPPING
How fast can I get my order?
The shipping time depends on the destination.
Singapore: 1-2days
Malaysia: 2-3days
Indonesia: 8-10days
Philippines: 8-10days

For more infromation, please refer to our shipping page: Shipping

ORDERS & RETURNS (PAYMENT)
Can I order over the phone?
Unfortunately, no. You can go to our site and order there!

How do I pay for my order online?
You can use Visa, Mastercard or Amex.

How do I start a return?
Please refer to our returns page for more information: Returns.

What is your return policy?
We accept returns for brand new and unused merchandise, with the tags still on them, within 30 days of the date of purchase. We only accept returns for items purchased either from www.fjallraven.com or in a Fjällräven retail location.

How quickly will I receive my refund?
Returns take 5-7 business days to process from the date of arrival. Please allow another 2-3 business days for the refund to appear back on your account.

WARRANTY
What is your warranty policy?
Please refer to our product registration page for more information: Warranty

SUSTAINABILITY
Why does Fjällräven use recycled materials?
As long as they meet our requirements on durability and functionality, we try to use recycled materials whenever we can. This is simply because by using materials that are already out there we save energy and resources, rather than using more energy to extract new raw materials.

Why does Fjällräven use organic materials?
Organic materials are produced under strict requirements covering chemical usage and biodiversity preservation, which results in lower environmental and social impacts than conventionally-produced materials.

Is all of Fjällräven's cotton organic?
Not at this stage. All new 100% cotton and G-1000 products are organic. But our running styles, the products that have been in our range a long time, are not yet made from organic cotton. We plan to convert everything to organic cotton over time.

Where does Fjällräven's wool come from?
Our wool program covers an array of wool types and sources. So far all our virgin wool is non-mulesing, but we want to do more. We want full traceability in our wool supply chain. We've achieved this for some of our newer products by souring from ZQ Wool in New Zealand and Australia and with our Brattlands Collection from a farm in Sweden. We also use recycled wool and recovered wool.

What is Re-Wool?
This is Fjällräven's recycled wool. This is old garments or spill wool from the wool industry that's been color-sorted, shredded and re-spun to make new garments.

Is Re-Wool traceable?
Because Re-Wool comes from used garments or spill from the wool industry, it's impossible to trace it back to the farm. However, we feel that because wool is such an amazing material, it's too good to go to waste, even though we can't trace it. In this case, we believe it's a good alternative to virgin wool, by using a material that's otherwise be wasted.

What is recovered wool?
This is wool that would otherwise be thrown away. It hasn't been used to make a garment and is often a 'waste' product from the meat industry. But we don't see this as a waste. We can use this surplus wool as insulation padding and even to create an innovative backpack backplate.

Where does Fjällräven's down come from?
All of Fjällräven's down comes from one supply-chain set-up that we created to ensure full traceability from farm to product. Our down is a by-product for the meat industry and we can trace it to a group of farms in China all delivering to one processor. Our Down Promise is one of the best in the outdoor industry and ensures that the highest animal welfare standards are maintained. Absolutely no live plucking takes place.

How does Fjällräven ensure high animal welfare standards are maintained in its supply chain?
Our animal welfare standard is something all of our suppliers must agree to. But only if we have traceability can we actually follow up on this with inspections. This is why we are working so hard on ensuring traceability in all our animal-derived material supply chains. For those materials where we don't yet have a full traceability, we rely on a close dialogue with our supplies and we favor suppliers that share our vision around ethics and sustainability. Our Code of Conduct covers animal welfare. All our suppliers sign this and guarantee that animal welfare standards will be maintained.

Why does Fjällräven continue to use down instead of converting all insulation to synthetic materials?
Down is a brilliant material from a functionality perspective. It has an outstanding warmth to weight ratio (meaning it keeps you warm without being heavy or bulky), making it ideal when space is at a premium on long, cold winter adventures. However, we also use synthetic insulation when it serves the right purpose. You can read more about the differences between natural and synthetic insulation here: https://foxtrail.fjallraven.com/2017/11/03/down-vs-synthetic/

It's great to use sustainable materials. But does this mean there's a compromise on durability?
For us durability is vital. If a product lasts a long time this has a massive impact on the overall sustainability of the product. Most CO2 emissions actually arise during use. So if we can ensure a product lasts a long time, the overall carbon footprint is lowered. Therefore, we ensure all our materials, even the most sustainable ones, are durable and long-lasting. We don't choose materials that will result in a less durable product.