FAQs - Frequently Asked Questions

I. Questions regarding order processing

How can I be certain that I will receive original goods?

Why do many online suppliers sell the goods at half price?

Are the products reduced in price at the end of the season?

How do I find the right size?

What is the procedure, if I place an order?

Which payments options are available to me?

Can I try on/collect my goods at a local store?

How can I track my shipment?

How does reordering or pre-reservation work?

How does an order and VAT refund from a country outside of the EU work? (Switzerland/Norway)

How are exchanges handled if the goods do not fit or I am not happy with them?

How are guarantee claims handled?

How long is the guarantee on my purchases?

 

II. Questions regarding responsibility and sustainability

Where does the down used come from?

Why do some manufacturers use real fur? Where does this come from?

Where are the products produced?

 

III. Questions regarding product features

Are Canada Goose jackets waterproof?

Which cut is right for me?

What is the TEI?

Do down jackets lose feathers? Is this normal?

How do I wash/care for my down jacket/wool pullover?

 

IV. General questions

How do I stay up-to-date on the latest news from COLDSEASON?

 

Answer and explanations on the questions above

I. Questions regarding order processing

How can I be certain that I will receive original goods?

COLDSEASON is an official authorised dealer for all brands sold and is known accordingly to the manufacturers. If you are unsure, you are welcome to call the manufacturer directly and inquire. Corresponding support hotlines can be found on the respective websites. Our products all have original labels for the German market and are not grey imports from foreign countries (as is often the case with eBay or discounters, for example).

 

Why do many online suppliers sell the goods at half price?

In the past, 100% of these extremely cheap offers have been from fake shops, which are online shops that either do not send any goods at all or send inferior plagiarisms from the Far East. Do not let yourself be fooled by such apparent bargains. We deal with disappointed customer on an almost daily basis, who have lost money before finally decided to purchase an original. The brands sold by us are sold at very consistent prices and no serious dealer sells off these high-quality good cheaply.
Be careful with imports from Canada or the USA too. Here further costs are incurred in addition to the supposedly cheap purchase price along with high postage costs, for example duties and importation and sales tax. Furthermore, manufacturers such as Canada Goose offer a lifelong guarantee, which is always claimed through the dealer! This is difficult if the dealer is located overseas.

 

Are the products reduced in price at the end of the season?

At the end of each winter season, COLDSEASON holds a winter sale where the goods are offered at a moderately reduced price. However, price reductions of almost 50% only occur occasionally, because most of our products are usually already out of stock by Christmas. This usually applies to peripheral sizes and colours and other single items. If you are specifically interested in a certain product, you should not wait until spring because out of stocks good can usually only be reordered again for the following autumn. Here the motto "when it’s gone, it’s gone" applies.

 

How do I find the right size?

Please follow the links to the size tables of the respective manufacturers on all product pages. If you would like a consultation, please call us or send us a brief e-mail to kontakt@coldseason.de

 

What is the procedure, if I place an order?

Immediately after you have submitted your order, you receive a confirmation mail containing all relevant data. As soon as your order is dispatched from our logistics centre, you receive a further e-mail in which you find a DHL tracking code, with which you can track the current processing status of your shipment up to receipt at your front door.

 

Which payments options are available to me?

At COLDSEASON, numerous payment types are available to make purchasing easier for you. You can choose between paying by credit card, PayPal, instant transfer, c.o.d., advance payment via bank transfer or per invoice (via the payment processor Billsafe, only available on purchases up to €1000).

 

Can I try on/collect my goods at a local store?

At our Cologne COLDSEASON store, we always keep a large selection of products in stock, including approximately 100 different styles from Canada Goose, a wide range of winter boots, Norwegian pullovers and Merino wool underwear and socks. However, the online range is clearly more extensive, so you should always check by telephone (0221/17062582) or by e-mail (koeln@coldseason.de) whether the desired model is available. You can also have goods that are available online sent to the store and pay for and collect them there.

 

How can I track my shipment?

As soon as your order is dispatched from our logistics centre, you receive an automatic e-mail in which you find a DHL tracking code, with which you can track the current processing status of your shipment up to receipt at your front door. Each package is sufficiently insured and we bear the risk for transportation as the sender.

 

How does reordering or pre-reservation work?

Generally, reorders are possible from Dale of Norway, Sorel and Smartwool, though many styles are not always in stock, so we have to check availability in each individual case. At Canada Goose, reorders are only possible to a very limited extent because the manufacturer always only has a few variants in stock and also because no additional deliveries of goods are sent from Canada during a season. Of course, we are happy to check availability and to put you on a non-binding waiting list. As soon as your desired product becomes available, we will contact you. We are also happy to pre-order sold out products for the coming season, so that you will definitely receive your desired product. Generally, everything on the manufacturer websites can be ordered. You then receive a mail as soon as your advance order has arrived.
For all order requests, please write to us stating the exact details of the model you desire, at  kontakt@coldseason.de

 

How does an order and VAT refund from a country outside of the EU work? (Switzerland/Norway)

In principle, COLDSEASON ships to all countries worldwide. Please note our overview of shipping charges in relation to this. If you order from a non-EU country (e.g. Switzerland or Norway), you do not have to pay German value-added tax. This is automatically deducted during the ordering process as soon as you enter a non-EU address with your delivery details. If you are leaving Germany and travelling by plane, train or car to your place of residence outside the EU, you can obtain a customs certificate stating that you have exported the goods. You can send this certificate to us and will then receive a German VAT refund (currently 19%), insofar as everything is in order. Please note that you must pay duty on imports into your country. The goods are delivered by DHL on your behalf and you receive an invoice from the customs authority.

 

How are exchanges handled if the goods do not fit or I am not happy with them?

If the ordered goods do not fit or if you are not happy with them, you can assert your right to cancellation without statement of reason. In this case, we will gladly send you return label. For this, just send a brief e-mail to logistik@coldseason.de stating your order number and you will receive your DHL return label, which you simply print out and attach to the package and then drop the package off at your nearest post office. Your purchase from COLDSEASON is therefore always non-binding and risk free!
In the case of exchange, simply indicate the desired replacement product in the e-mail. Our logistics team then exchanges the products. In the case of a refund request, you receive a refund for the purchase price within a few days after we have received the returned goods. Please note that a credit card credit often takes quite a few days before it is visible on your online banking statement.

 

How are guarantee claims handled?

If you should find fault with a product bought here, you can write an e-mail to reklamationen@coldseason.de at any time. Please state the order or invoice number in this correspondence. We then check whether this is a valid guarantee claim and advise you on how to proceed. In order to speed up the process, you can attach a couple of photographs to your mail.

 

How long is the guarantee on my purchases?

You have the statutory guarantee of 24 months on all purchases from the date of purchase. Moreover, there are various guarantees and good will provisions on the part of the manufacturer. Canada Goose, for example, offers a lifelong guarantee on manufacturing defects.

 

II. Questions regarding responsibility and sustainability

Where do the down used come from?

All down used in our down jackets come by strictly controlled producers. The down supplier for Canada Goose, Feather Industries, acquires the down and feathers exclusively from companies who rear the feather-producing poultry for slaughter. No duck or goose has been reared to produce down, but rather all animals are slaughtered in a manner appropriate to the species for meat processing, after which the down and feathers are further processed.

 

Why do some manufacturers use real fur? Where does this come from?

As you will see, the hoods of many Canada Goose and Nobis jackets are trimmed with real coyote fur. We are often asked if this is ethically justifiable. One should know that all coyotes are hunted in the wild and not reared in captivity for the production of textiles. Canadian trapper families earn their livelihood from hunting. Coyotes are not in any way endangered in Canada, but rather the stocks are regulated according to government and environment authority regulations, similar to domestic wildlife. Here rigorous controls are implemented. The best furs can then be purposefully used, for example in textile production. Real fur is a natural product, with characteristics superior to all artificial furs available on the market. Real fur never freezes when wet. The different hair lengths create the tiniest of air turbulences in front of the face, so that the wind is broken and the air fells subjectively much warmer.

 

Where are the products produced?

COLDSEASON tries to ensure if possible that the manufacturers produce in the homeland of the companies. Unfortunately this is not always possible due to market and quality requirements. However, some manufacturers still manage to produce in their homeland, for example Canada Goose (Canada), Dale of Norway (Norway), Nabholz (various locations in Europe) and EMU (partly in Australia).


III. Questions regarding product features

Are Canada Goose / Nobis jackets waterproof?

Nobis jackets are up to 100% waterproof because the outer-material itself is 100% waterproof and does not allow any water to penetrate, Furthermore all seams are taped from within. Canada Goose deliberately uses only very water repellent materials and does not tape the seams from within, as the jackets are designed for cold conditions (temperatures of below 0 degrees) where the material is exposed to water in the form of snow. All jackets can withstand a normal shower, though you should not use your Canada Goose jacket as a replacement of your rain jacket because in the case of persistent rain water could get in at the seams. This, however, is nothing to worry about, as the jacket dries again completely, as long as it is well aired.

 

Which Canada Goose cut is right for me

Slim-fit styles are slim cut, fashionably elegant and fit relatively close to the body without constricting. If you have a "normal" figure, these jackets will fit you best.

Regular-fit styles are cut a little loser and are ideal, if you prefer the jacket to hang more loosely or if you have a slightly broader build.

Relaxed-fit styles are very loose and should normally be ordered in a size smaller than you would normally wear.

 

What is the TEI?

The TEI is a temperature range recommended by Canada Goose for which a jacket is ideally suited. The values give you a rough idea of the jacket's insulation performance. Nevertheless, the values should be observed with caution, as the European winter is significantly damper than the Canadian one and the temperatures often feel colder here because of this. Generally speaking though, it can be said that every Canada Goose parka is absolutely sufficient for our winter (normally no colder than -20° centigrade). The styles Citadel Parka, Expedition Parka and Snow Mantra are even suitable for significantly colder temperatures (-40° to -50° centigrade). In our print catalogue, you will find an individual temperature recommendation for each style.

 

Do down jackets lose feathers? Is this normal?

Generally, the inner linings of the jackets sold by us are down-proof. Nevertheless, it is impossible to avoid the finest down from escaping through holes in the seams. To a certain extent, this is absolutely normal and lessen over the years because only the finest down can escape here. This does not influence the insulation performance of your down jacket in any way, as the loss of down is much too slight. Nevertheless, this can be a little annoying, if you like to wear Merino pullovers and other wool pullovers in dark colours under your down jacket. Because our manufacturers use very high-quality and therefore very fine down, a moderate loss of down is inevitable. This does not constitute grounds for complaint.

 

How do I wash/care for my down jacket/wool pullover?

The wool pullovers sold by us are extremely easy to care for and can usually be machine washed. This applies in particular for the styles made of Merino wool. However, all wool pullovers should be washed in moderation. Frequent washing is also unnecessary because wool is inherently antibacterial and therefore hardly retains any odours. Ample airing is sufficient care. Please observe the manufacturer's care instructions, which are sewn into the labels.

To wash your down jacket, please read this detailed  washing instructions for down jackets. Your down jacket does not require any special care. Coarse dirt can simply be removed with a cloth and a mild detergent. A good airing is sufficient to remove odours.

 

IV. General questions

How do I stay up-to-date on the latest news from COLDSEASON?

In order to stay informed about what is new at COLDSEASON, you can simply become a fan on Facebook or subscribe to our Newsletter.