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Account

Why do you need my phone number?

We use your phone number if there are any questions regarding your order. Also, your number may be used by the delivery company to reach you.Don't worry, we won't use it for marketing activities. Neither will we share it with your ex and or any other third party. We only use it to make the order delivery process more smooth.
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I forgot my password

That's not so smart. You know there are tools that help you remember all your passwords, right?
For now, go to My Account and press Forgot next to the field where you can enter your password. We'll take care of the rest from there.
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Can I order without an account?

No, because we want to be 100% sure we can offer the best service. Having an account makes it easier to follow-up on any completed orders as well as making future orders more easily.

Plus, by creating an account you start collecting points. Points mean discounts, why waste a chance on those?
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Why should I create an account?

By creating an account you'll join the Open Wear community. This enables you to manage your orders, your personal information and your credit and gift cards. We can give you better support. Next to that, you can now directly interact with our community. Give us feedback. Point us in the right direction. The best of all, you'll start to collect discount points and many other perks. Seriously, just do it. We promise it's worth it.
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Community

What skills do I need to have to be an ambassador?

First of all, we'll look at if you would fit the Open Wear brand and vision. After that we'll check your skills on the mountain and finally we'll look at how you could help us reach a broader audience.
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What do I get as an ambassador?

We only offer credits in our webshop to help you buy our products. We will not give you any financial compensation. For more information, send us an email on [email protected]. The other perks of being an ambassador are that you might get selected to test our newest products and that you might join us on short trips. But no promises on this. It all depends on how involved you'll be with Open Wear.
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How can I become an ambassador?

As Open Wear we are always searching for skiers and snowboarders to spread our vision. If you think you can help us, send us an email at [email protected]. Make sure to include all your social media profiles, blogs and a short motivation of why you want to represent Open Wear. Please note that we only support a limited amount of ambassadors at the same time.
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Delivery

Why do I need to pay shipping costs?

We believe in open pricing. This means all our products have a fair and honest price. If we'd offer you free shipping, this basically means we need to calculate the shipping costs into the product price. We decided against this. Furthermore, we believe that by letting you pay for shipping costs, you'll be more aware of the decisions you make. Which means a lower change on returns and unnecessary shipments that would harm the environment.
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Do I have to pay customs, duties or tariffs?

If you live in Switzerland, Liechtenstein or an EU-country you do not have to pay any additional customs, duties or tariffs.

If you live outside these countries, we won't charge you any VAT on our products. Therefore you might have to pay for VAT, customs, duties or tariffs. This depends on your local regulations. These costs are not included in the shipping charges. The shipping company will charge these fees to you, if applicable. Contact your local customs office for more information.

Be aware that if you refuse a package that has been received by customs because you will not pay the tariffs or taxes, we will refund you the cost of the product after charging you for the shipping and additional fees required to return the package to us.
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What are the shipping costs?

We charge the following shipment costs:
Switzerland and Liechtenstein: 10 CHF
EU countries: 10 EUR
Rest of the World: 25 CHF
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Which countries do you ship to?

We ship our products to the following countries:
Switzerland, EU, Norway, Iceland, Liechtenstein, (from 2020: post-Brexit UK), US, Canada, Japan, South Korea, Singapore, Hong Kong, New Zealand and Australia.

Your country not on the list? Make sure that you and all your friends join our community. We keep an eye on where our community grows and will make these countries our priority.
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When can I expect my delivery?

Difficult to tell. As soon as possible of course, but it all depends on your order.Check your email. All information with regards to your order will be communicated directly to you via email. If you can't find what you are looking for we have an alternative way to find out:Log in to My Account > Orders > Click on the order. Here you'll find all the information about your order, including the delivery information.In general, we can say the following regarding your orders: If you order on a working day before 15:00 CET, we'll ship out that same day from our warehouse in München, GermanyApproximate shipping times: Austria + Germany: 1-2 working days Rest of Europe: 2-4 working days* Rest of the World: 5-10 working days* * Depending on local customs for non-EU countries.
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Discounts

How can you offer your products at this price?

It's very simple. We cut out the middlemen. In traditional retail, a brand would sell its products via distributors to shops and they all need to earn money down the road. We skip this and sell our products directly to you. This allows us to offer most of our products, on average, for half the price that the traditional brands would have to charge. No tricks, just a simple adjustment of the business plan.
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When can I buy your products on sale?

Never. It's as simple as that. We do not believe in sales, as this only shows that our products would have been over-priced. However, we do believe in a long life for our products, where they are not tied to a specific season. So, the only way to get your Open Wear products cheaper is to join our community and build up a discount. Don't be afraid that if you buy a product today, it'll be cheaper tomorrow. That won't happen. We promise.
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How do I earn discount points?

You can earn points by: Please note: Open Wear has the rights to at any time adjust your amount of points, change the regulations or suspend the discount points program.
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Openness

Where can I find Open Wear?

For the moment we are online only. But if you happen to be close to Bern, Switzerland, drop us a line and let's meet for a coffee or even better, let's meet on the mountain.For more information about the founders and the brand, check the community part of our website.
All love letters and fan mail can be sent to:
Open Wear GmbH
Wylerstrasse 75
CH-3014 Bern
Switzerland.
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Do you want to kill the shops?

No, absolutely not! We love to go to shops ourselves. We just do not believe in the traditional retail model, as it causes too many inefficiencies that lead to a slow down in sustainable innovation and to unnecessarily high prices. We'd love to get our products into shops, if you are interested in this, feel free to reach out to us on [email protected].
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How do you determine the traditional retail price?

This is an estimation we make based on years of experience in the industry. As you can see, we know what our products cost, and therefore we can calculate what a traditional brand would have to charge for such a product to make it workable in the retail chain.
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I want to know more about something that's not on the website, what should I do?

We try to be as open as we can, but we don't want to shove all the information we have down your throat. So, we make a selection of what we think is crucial information for you to be able to make a good decision. However, if you want to know more, just send us an email on [email protected] and we'll gladly answer all your questions.
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Why do you show how much a product costs?

To us, this is the only way to show what we are truly doing. It's the only way for you to compare our products to those of our competitors. You can see what we pay for the materials, the labour and the transportation and you can see the margin that we need to take to build a sustainable company. We have honest intentions, therefore we gladly invite you to have a look at it yourself. We do not try to rip you off, neither are we underpaying workers in the production process.
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What is openness?

We believe in full transparency. Therefore we open up fully to you. We have nothing to hide from our community. We actually encourage you to carefully look at what we are doing and correct us if you think that's necessary. Together we can work towards a sustainable outerwear industry. So please, check where we produce, check how we built up our prices, check the decisions we make and why. Be part of our community. Together we can make it happen.
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Repairs

How can I return my product for repair?

First, please launder your garment and be sure it is completely dry before you pack it. If not, it will be returned unrepaired.Go to our returns page and submit the return as a repair. We'll take it from there.For international returns – You are responsible for the delivery of goods when using the free repair service, this includes the cost of shipping and any insurance for damage or loss in transit (insurance is not a requirement but shipping is undertaken at the customer's risk). Open Wear will ensure goods are shipped back to you free of charge, including import tax and duty, using our standard shipping service.Open Wear cannot accept customs charges incurred when returning items. IMPORTANT: All packages must be marked “Goods returned under warranty”. Once your item is received it will normally be processed within one week and an email confirmation will be sent out. If you haven’t heard from us by then, please email [email protected] with full shipment details.Once your item is received it will normally be processed within one week and an email confirmation will be sent out. If you haven’t heard from us by then, please email [email protected] with full shipment details.Please note: We may turn down repairs if deemed irreparable (e.g. staining, abrasions, cut off by paramedics or too much damage) but an alternative solution will be offered where possible.
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What is the repair policy?

Open Wear offers a free repair service where a crash or accident has damaged a garment or a failure has occurred even after significant usage. This service also applies to garments outside the 30-day return policy, and where the damage is not due to manufacturing faults.Please note: We'll try to get your product back to you as fast as possible, but repairs can take up to 4 weeks after we have received the returned item. The repair service is currently only available to customers in Switzerland, Liechtenstein and the EU-countries.
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Returns

What is the return policy?

For Switzerland, Liechtenstein and the EU:
- 14 days no-questions-asked refund
- 30 days exchange for another colour or size

For the rest of the world:
- 14 days no-questions-asked refund

How to proceed? Go to our returns page or return via your account.
Returned products must be unused and in a good state. Make sure to package the products properly. We can't accept used or damaged products. If an item is not in an acceptable state, we can not process the return, which means we will not refund or exchange the item. We'll notify you per email if this is the case and offer you two options:
1) We will send back the product to you at no cost.
2) We will donate your product to a local.
If we do not hear back from you within 7 days, we assume you've chosen the second option.
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How do I return my order?

You can return your products if you are not completely happy with them. We have tried to make the return procedure as smooth as possible. Check our returns page.
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