FAQ and help

Where can I buy VAUDE products in stationary trade?

Go to www.vaude.com/int/en/find-a-dealer for a list of our local VAUDE stores, as well as other local retailers and online stores where you can find our VAUDE products.

You can also use the "Buy from a dealer" button on the product page to see where the nearest retailer is that has your desired product in stock.

Where can I buy VAUDE products in stationary trade?

Go to www.vaude.com/int/en/find-a-dealer for a list of our local VAUDE stores, as well as other local retailers and online stores where you can find our VAUDE products.

You can also use the "Buy from a dealer" button on the product page to see where the nearest retailer is that has your desired product in stock.

Your order

Questions about payment

How do I know if I am buying from an official VAUDE store?

Nowadays, when online shopping is becoming more and more popular, it is important to protect yourself from fraudulent websites. One of the fraudulent practices is to set up fake websites that supposedly sell products from well-known brands at reduced prices. We at VAUDE are also affected by these practices, so with this guide we would like to help you recognize fake websites that pretend to offer reduced VAUDE products. By recognizing such websites, you can protect yourself from financial losses and disappointment.

Check the website URL:

The URL of a website can give you a first clue about its authenticity. Pay careful attention to the web address you are on. The official VAUDE website has the domain "vaude.com". Be wary of websites that use similar URLs or contain additional words, such as "vaude-sales" . Such variations might indicate that it is a fraudulent website.

Pay attention to the appearance of the website:

Fake websites often try to copy the look and layout of real websites, but may show signs of unprofessionalism or inconsistency. Watch for spelling mistakes, grammatical errors, or unusual formatting. Reputable companies invest in an appealing, high-quality website. So be skeptical if the website gives an unprofessional impression.

Check prices:

If a website claims to offer VAUDE products at extremely reduced prices, alarm bells should start ringing. If the price is too good to be true, it probably is. Compare prices with official VAUDE prices and other trusted retailers. If the price differences are significant, there is a high risk that it is a fraudulent website.

Check the payment methods:

Fraudulent websites often offer unsafe payment methods, such as wire transfers or money transfers. However, it is important to note that even websites that offer credit cards as a payment option are not always safe. Although reputable websites like VAUDE usually offer secure payment options like credit cards or PayPal, there is no guarantee that these payment methods will always protect you from fraud.

To ensure your safety, make sure that the website where you make payments uses an encrypted connection. You can tell this by looking at whether the URL starts with "https" instead of just "http". An encrypted connection helps protect your payment information during transmission.

Read reviews and experiences of other customers:

Search the Internet for reviews and experiences of other customers. Check independent review portals, forums or social media to see if other people have had similar experiences. If there are many negative reviews or warnings, you should be suspicious.

Contact our customer service

If you discover a suspicious website, we ask you to report it to our customer service via our contact form. We do our best to take action against these fraudulent websites. However, it is often a challenge as these websites are constantly finding new ways to disguise themselves or hide their identity. VAUDE works closely with the appropriate authorities to combat these fraudulent activities. Nevertheless, it is inevitable that new fake websites will keep popping up. Therefore, it is even more important that you as a consumer are vigilant and follow the above tips to protect yourself from fraudulent websites.

What are the shipping costs?

European

Free of charge from 60 EUR value of goods

5,99 EUR up to 60 EUR value of goods

2,90 EUR for spare parts

What payment options are available on vaude.com?

Klarna Invoice

PayPal

Credit Card

Apple Pay

Carte Bancaires (only France)

EPS (only Austria)

Twint (only Switzerland)

Bancontact (only Belgium)

iDEAL (only Netherlands)

Can I revoke my order?

You can cancel your order within 14 days.

Is it possible to pay by invoice?

Purchases in our online store you can operate with payment by invoice. For this we use the payment provider Klarna. After you have placed your order, you will receive a confirmation by mail. The invoice will also be sent by mail. The amount due is to be paid within 14 days by bank transfer.

What is Klarna?

Klarna is a payment provider that allows you to pay the bill only within 14 days after purchase.

In addition, Klarna offers that you do not have to pay the invoice until within 2 months through a price surcharge. Select the appropriate setting when selecting the payment method.

Do I have to register with Klarna?

To use Klarna, you do not need to register. The payment by invoice works without registration.

Although registration with Klarna is not mandatory, it can simplify the payment process and a possible return. In addition, Klarna offers an app that you can download free of charge. For example, you will be reminded by messages in the app to transfer the invoice on time. For more information, please inquire directly at Klarna.

Is payment via PayPal possible?

You can make purchases in our online store with PayPal. To do this, select the payment method PayPal at the end of your purchase.

Here you will find an overview of all payment options on vaude.com:

Klarna Invoice

PayPal

Credit Card

Bancontact (Belgium only)

iDEAL (Netherlands only)

What is PayPal?

Paypal is a secure, fast and convenient online payment system that we use for our store. Over 16 million active customers use PayPal in Germany alone. To use it, you only need a valid email address.

If you are not yet a customer of PayPal, you have two options to activate the payment with PayPal. Either you make the purchase as a guest or you create an account with PayPal. Please inform yourself here at PayPal.

If you are already a customer at PayPal, you can log in with your data and make the purchase.

Is it possible to pay by credit card?

In our online store you can make your purchase with a credit card of the providers VISA and Mastercard. Payment with credit cards from other providers is not possible. As soon as your order is shipped, your credit card will be charged with the corresponding amount.

How secure is payment by credit card?

Security is important to us when you pay by credit card. Your transmitted data is encrypted using SSL procedures. In addition, at the end of the purchase, a 3D Secure authentication is applied, which improves the protection of the transaction against fraud.

What does card payment with 3D Secure mean?

European guidelines regarding online credit card payments have changed to provide more security for online credit card payments. From 2021, 3D Secure authentication will be mandatory. This authentication can be requested by a TAN, fingerprint or password, for example. This is to ensure that the actual cardholder makes the purchase and that the card is not misused. Depending on the credit card provider, this two-factor encryption is called different things. VISA refers to 3D Secure as "Verified by VISA" and Mastercard uses the name "Mastercard Identity Check."

Not registered yet? Due to the new regulations, we ask that you verify with 3D Secure. The process may vary between different providers and credit cards. In most cases you can activate 3D Secure online. Please contact your bank for more information. Note that since 2021 this authentication is mandatory, which is why we recommend registering before your next online purchase.

Already registered? If you are already registered for 3D Secure, you do not need to register again.

Is it possible to pay by Bancontact?

You can make purchases in our online store with Bancontact. Bancontact is an online payment method that allows you to pay quickly and securely.

How does Bancontact work?

You have the choice between entering your card information and paying via app. Once you enter the card number of your Bancontact card, you will be taken to the online banking environment of your credit institution. Once you have successfully logged in and entered your PIN, you will need to confirm the transaction. You will then be taken back to the online store.

Warranty / Guarantee

Questions about the warranty

What is warranty?

Legal warranty means that a dealer is responsible for the freedom from defects of a product for two years, so this must be granted. If the purchased product is broken within these 2 years, you have a right to subsequent performance by the seller.

For the repair of defects that occur within the warranty period is always the seller responsible, not the manufacturer.

For which complaints is there a warranty claim?

Within the statutory warranty period (2 years from the date of purchase), your dealer

will handle all complaints due to

- material defects
- production defects
- processing defects

to be accepted within the scope of the right of subsequent performance.

Your dealer will forward your VAUDE product to our repair shop. In the event of a complaint within your warranty claim, we will endeavor to repair the item free of charge. If this is not possible, the item will be exchanged or you will receive a free replacement. However, if you would like to have your item back in any case, please let us know via your dealer.

For which complaints is there no warranty claim?

The following reasons for a damaged product are not covered by the warranty claim; however, we can offer you a cost-effective processing:

- normal wear and tear
- improper use
- own fault, e.g. use contrary to the instructions
- external influence (human, animal or force majeure)

Do I have a warranty on my VAUDE product?

The statutory warranty claim against the seller is 2 years for all VAUDE products.

We grant a 5-year voluntary manufacturer's warranty on all Made in Germany bike bags.

All tents in the Trekking and Adventure Pro series come with a 5-year voluntary manufacturer's warranty.

All VAUDE sleeping mats come with a 5-year voluntary manufacturer's warranty.

Please refer to our warranty conditions for all questions regarding our voluntary manufacturer's warranty:

Warranty conditions

The 5-year guarantee provided by VAUDE is a voluntary guarantee from the manufacturer.

This goes beyond the statutory warranty of 2 years and therefore offers additional rights. The guarantee is subject to the law of the Federal Republic of Germany.

This valid, free guarantee of five years from the date of purchase applies to material defects and manufacturing faults. Defects caused by your own fault, such as scuff marks, holes, cracks and normal wear and tear are not covered by the guarantee.

Also excluded are defects caused by improper use, non-compliance with assembly instructions, incorrect care or improper storage. However, these defects can often be rectified by our repair service.

If a product is replaced within the warranty period, the date of first purchase continues to apply for the five-year warranty period.

Consumer protection law according to the German Civil Code (BGB)

The statutory consumer protection rights are not restricted by the VAUDE guarantee.

Consumers can choose at any time whether they wish to claim the service in accordance with the VAUDE guarantee declaration or in accordance with the applicable consumer protection rights.

The guarantee services are to be understood as a voluntary supplement and are not a substitute for the rights granted by consumer protection laws.

Consumers can in particular claim the rights arising from §§ 434-neu ff., §§ 477-neu ff. and §§ 479 ff. of the German Civil Code.

The specialist or online retailer with whom the purchase contract was concluded is always the first point of contact.

Spare parts

Spare parts assortment

Where can I find a standard spare part for my VAUDE product?

You need a spare part?

In our spare parts assortment you will find a large selection of spare parts.

The required spare part is not available?

Please contact our customer service with as detailed a description and / or picture as possible here. We have an extensive stock of spare parts in our repair workshop, even for older products.

Repair manuals

Where can I find repair instructions to repair my product myself?

We have compiled a lot of repair instructions here. Take a look and see if that already helps you.

Repair / Claim

Repair service

How does the repair of my VAUDE product work?

We are happy to repair your favorite products! In doing so, we help to extend the life cycle of your product and conserve resources. At VAUDE, we offer a repair service for all our products. Below you will also find a map with other repair service providers in your area.

Please note that the repair process at VAUDE is currently take at least 4-6 weeks due to the large number of requests.

When it comes to simple sewing jobs, we have put together a collection of repair instructions for you. Maybe you'll find the solution you're looking for there.

If you would like to make use of the VAUDE repair service, please proceed as follows:

Where did you purchase your VAUDE product? Please take your item to be repaired to the retailer where you purchased it. If you ordered the product from an online store, please contact the relevant online retailer. If you purchased the product via the VAUDE online store vaude.com, please contact us here.
Let your dealer know what exactly needs to be repaired.
The VAUDE repair service team will carefully check whether the repair is possible.
Your dealer will inform you of the results and the costs involved.
If everything is in order, the repair will be carried out as quickly as possible.
After the repair, your item will be sent directly back to your retailer.
You can pick up your repaired item there and use it again to the full!

Would you like to have your product repaired by us?

We are happy to repair your favorite products. This extends their lifespans and reduces the impact on the planet, which is why we offer an independent repair service for all products — you don’t need to file a complaint to get a repair.

Due to many requests, our repair process currently takes at least 4-6 weeks. Therefore, please contact one of our dealers with short-term requests, who will be happy to help you.

When it comes to simple sewing, you can also stop by a repair cafe near you.

Moreover, we have compiled a lot of repair instructions here. Have a look if this already helps you.

If you want to use our repair service, please follow the steps below:

Take your damaged product to your VAUDE dealer
Tell them you’d like to have it repaired
They’ll check the item for repair feasibility
Your dealer will also provide information on options and costs
The repair is made
The article is returned to your VAUDE dealer
Pick it up at the VAUDE dealer

How long should I expect the repair to take?

Due to many repair requests our repair process currently takes at least 4-6 weeks. Please contact one of our dealers with your repair. If you have already sent your product to us, please be patient. Thank you.

Can I send in a third-party product for repair?

We also take over repairs of articles of other brands. Here, however, there may be longer waiting times.

Due to many repair requests our repair process currently takes at least 4-6 weeks. Therefore, please contact one of our dealers with your repair. If you have already sent your product to us, please be patient. Thank you.

Can I have an article changed / shortened?

You want a change to your product? You are welcome to send us your VAUDE product for modification. In this case, please let us know your change request through your dealer.

We will inform you about the change options and costs incurred through your dealer before we perform the service. After the processing time, you can pick up the item again at your dealer.

Complaint process

How can I make a complaint about an item?

Your item is defective or damaged? We are sorry!

Did you purchase the product from one of our dealers? Then please contact this dealer directly. He will take care of the complaint and give you information about the deadlines, possible costs and further steps.

Did you purchase the product on vaude.com? Then you can find the information about the complaint process here - step by step:

1. packing:

Fill out the return bill with reason "01 item defective" and the field "comment" with a detailed description of the defect and your processing request and put it with the item in the package.

Please note:

If the product has already been used, we kindly ask you to wash or clean it according to the care instructions on the label before returning it. Otherwise, we reserve the right to charge a cleaning fee.

You can find detailed care instructions here.

2. return address:

Please always send the return to your partner. You can find the address in the red box on the return slip. Please note that when ordering via vaude.com no complaint can be sent to the VAUDE Sport GmbH & Co. KG address, but only to your contract partner. A warranty claim exists only against your contractual partner.

3. Shipping:

You can send your package with the parcel service provider of your choice to your contractual partner. Keep the issued return receipt best. Please note that the return of the goods at your expense and risk runs.

4. Complaint processing:

As VAUDE is committed to sustainability and we consistently pursue this strategy, we always first try to repair your complaint in the context of subsequent performance.

Inside your warranty claim, the processing is free of charge. Outside of your warranty claim or in case of own fault, we can perform a chargeable complaint processing at your request. However, this is only possible if you agree to the cost estimate. Your dealer will contact you in such cases.

Note: During the summer months, we usually have significantly more repair requests. This can lead to delays in July / August your repair. We ask you for a little patience.

How long should I expect it to take to process a complaint?

Due to many repair requests our repair process can take up to 20 business days or 4 weeks especially during vacation periods. Please contact one of our premium partners or dealers with your repair. If you have already sent your product to us, please be patient. Thank you.

Your dealer is insolvent or you bought the product abroad?

If you are further away from your dealer, we still ask you first to contact them by mail or phone.

Should a contact with the dealer is not (more) possible, then please contact us directly. Please formulate clearly why your dealer can not help.

Direct complaints to the manufacturer are associated with certain disadvantages and must be clearly justified.

How does the complaint of a product work?

Did you purchase the product on vaude.com? Then you can find the information about the complaint process here:

1. packing:

Fill out the return slip with reason "01 item defective" and the field "comment" with a detailed description of the defect and your processing request and put it with the item in the package.

2. return address:

Please always send the return to your sales partner. You will find the address in the red box on the return slip. Please note that for orders placed via vaude.com, complaints cannot be sent to the VAUDE GmbH & Co. KG address if they were purchased via a partner, but only to the contractual partner from whom you received the package. A warranty claim only exists against your contractual partner.

3. Shipping:

4. Complaint processing:

As VAUDE is committed to sustainability and we consistently pursue this strategy, we always first try to repair your complaint in the context of subsequent performance.

Inside your warranty claim, the processing is free of charge. Outside of your warranty claim or in case of own fault, we can perform a chargeable complaint processing at your request. But only if you agree to the estimate that you receive in advance.

Other questions

General

Information in easy language

What do you find on this page?

This help page has many topics.

You will find information about:

Ordering
Shipping and delivery
Returns and exchanges
Warranty and repair
Vouchers and discounts
If you click on a topic, you will get many answers.

How can you find something?

At the top of the page there is a search box.

You can type in a word — for example “repair”.

Then you will see all the information on that topic.

You can also scroll down this page and click through the topics below.

Help with a product

Do you have questions about a VAUDE product?

For example:

How big is the backpack?
How warm is the jacket?
Is the tent waterproof?

Then take a look at the product page in the VAUDE Online Shop.

You will find a lot of information there.

Or you can write to us. We will be happy to help you.

Product availability

Is a product not available right now?

Then maybe it is sold out.

Some products come back later.

You can sign up in the online shop for a message.

Then you will get an email when the product is available again.

Your order

Did you order something from the VAUDE Online Shop?

Then you will get an email with an order number.

You can track the shipment with this number.

If you have questions, please write to us by email.

We are happy to help you.

Caring for, cleaning, waterproofing products

VAUDE products last a long time — if you care for them well.

Wash clothing only when necessary.

Do not use fabric softener.

Re-waterproof jackets and pants regularly so that they stay water-repellent.

In the product instructions you will find what you need to watch out for.

You often find them on the label or online.

Legal guarantee / Warranty

Something on your product is broken?

VAUDE gives you a 2-year guarantee.

This means: We check if there was a fault in the product.

If yes, you will get a replacement or a repair.

Some products also have a longer warranty.

If you have a problem, please write to us.

Spare parts

Some parts can be bought afterwards.

For example:

Buckles
Zippers
Backpack parts

If you need a spare part, write to us.

Please tell us which product it is and what is missing exactly.

Then we will check if we have the spare part.

Repair / Claim

Is your product broken?

Then you can send it in for repair.

VAUDE has its own workshop.

We try to repair your product so you can use it longer.

This is better for the environment.

Please contact us beforehand.

Then we will tell you how it works.

Manuals / Instructions

Many products have a manual.

For example: tents or bike bags.

The manual tells you how to use the product correctly.

You often find the manual:

in the product box

on the product page in the online shop

here under “Manuals”

or you can write to us — we will help you.

Personal Protective Equipment

Some products protect you — for example from rain or cold.

This is called personal protective equipment.

They include, for example:

Rain jackets
Bike clothing with protection
Backpacks with back protection

If you have questions: we explain what the product can do and how best to use it.

Other questions

Do you have a question that is not listed here?

No problem.

You can write to us or call us.

We are happy to help you.

Contact

Email: support@helpall0rder.com

How do I recognise a suspicious e-mail?

Warning about fraudulent phishing emails

Have you received a suspicious email that appears to be from VAUDE? This could be a so-called phishing email. The term phishing refers to attempts to impersonate a trustworthy communication partner in an electronic communication via fake websites, emails or text messages.

Such an email is often difficult to recognise because the fraudulent sender makes it look as if it was sent by us, VAUDE Sport GmbH & Co. KG, has sent it.

These emails convey a sense of urgency and urge you to take immediate action. You may be threatened with consequences, for example that domains, user accounts, accounts or other services will be blocked or deleted if you do not act quickly. The emails may also ask for your account details or ask you to log in via their malicious link.

Furthermore, such a fraudulent email may contain a tempting cooperation offer with often exaggerated benefits (keyword: engagement as an influencer on Instagram).

Look out for the following warning signs to recognise a suspicious email:

Sender's email address

Check the sender's email address instead of relying on the name displayed. The sender's address often indicates that it is a fraudulent email. It often contains (many) numbers, slight spelling mistakes and does not end in @vaude.com.

Do not trust any e-mail that does not end in @vaude.com! Only this domain (vaude) including the domain extension (.com) after the @ is trustworthy!

VAUDE never uses other e-mail formats such as Gmail! VAUDE will never write to you via Telegram!

Account data

Be extremely careful when confidential information such as passwords, credit card numbers or account details are requested. If you receive an email asking you to provide such information, we strongly recommend that you delete it immediately or move it to your spam folder.

Important: VAUDE will never ask you for your password or access data. If we need your user data for troubleshooting purposes, this will only be done after prior consultation with you.

Suspicious links

Avoid clicking on links in suspicious emails at all costs! Phishers often insert links that lead to fake login pages. Point your mouse at a link (without clicking) to see the real destination before you click on it. Also avoid downloading attachments from unknown sources as they may contain malware.

Important: If you have clicked on a link or replied to a suspicious email with personal data, we strongly recommend changing your email account password, running a virus scan on your device and contacting your financial institution and cancelling your credit card.

Content, spelling, grammar and formatting

Phishing emails often contain spelling and grammatical errors or look like a poor translation from another language. The texts are also often written in a pompous manner and read in a very arbitrary and generalised way. The format of a phishing email is also often a poor copy of what a company uses: Details are often missing from the company logo, different colours are used or a professional email signature is missing altogether.

General greetings

Phishing emails often use generic greetings such as "Dear customer" or similar instead of addressing you by name, as the scammers may not have your specific details.

Contact our customer service

If you receive a suspicious email, please report it to our customer service team using our contact form. We will endeavour to take action against these fraudulent emails. VAUDE is working closely with the relevant authorities to combat these fraudulent activities. Nevertheless, it is inevitable that new phishing emails will be sent again and again. It is therefore all the more important that you as a consumer are vigilant and follow the instructions above to protect yourself from fraudulent emails.

Would you like to purchase a VAUDE gift card?

In the VAUDE Online Shop, you can purchase gift cards – flexible & hassle-free!

Instant by email – The gift card is sent immediately after purchase, perfect for last-minute gifts.
Personal & flexible – Add a personal message and redeem it for any product in the VAUDE Online Shop (except Second Hand, Outlet & Rental Service).
Long validity – Valid for three years. Remaining balance stays available.
Easy to use – You can redeem multiple gift cards per order.

Please note: The gift card cannot be redeemed for cash or used in physical VAUDE stores. No replacement in case of loss or theft.

Important: If you paid with both a gift card and another payment method, the refund in case of a return will first be credited back to the gift card – the remaining amount will be refunded to your original payment method.