Customer Service image

Customer Service

CUSTOMER SERVICE

We are here to help you in any way we can. For all enquiries regarding buying online, styling advice, finding a product of just to feedback on your experience please email customerservice@odlo.com or phone us on 0800-49080.

OUR OPENING HOURS

Monday - Friday:         08:00 - 20:00 (CET)
Saturday:                      09:00 - 12:00 (CET)
with the exception of public holidays

Our Customer Service team does the best to respond to all enquiries within 48 hours. We thank you in advance for your patience.

Returns Address

When returning any orders for a refund, please forward to the below address:

Odlo Logistik GmbH
Retouren E-Commerce
Christenfeld 11a
41379 Brüggen
Germany



FREQUENTLY ASKED QUESTIONS

SHIPPING & DELIVERY


If you order until 13:00 (CET), we will ship your order on the same day (except weekends and public holidays). We ship with UPS and the delivery takes two to three business days.

Odlo does its utmost to meet the stated delivery times. However, Odlo is not liable for any delivery delay, irrespective of the causes.


Free shipping for orders above 90 EURO, otherwise shipping costs are 5 EURO


The minimum order value is 20 EURO.


On this website you can order products for delivery to Netherlands, Belgium and Netherlands. On our other webshops you can place orders for the following countries:

  •     – Austria
  •     – France
  •     – Switzerland and Liechtenstein
  •     – Germany
  •     – Norway
  •     – Italy
  •     – Spain
  •     – United Kingdom
  •     – Rest of EU
  •     – United States


As soon as the order has left the ODLO warehouse, you will receive a tracking number from us by e-mail. Live tracking allows you to track your package online at any time. Note: It can take up to 24 hours for the tracking information to be visible via the parcel delivery service.

If a status remains unchanged for a longer period of time or the package has not been delivered within the specified period, please contact UPS directly or us (customerservice@odlo.com) (stating the tracking number).


Someone has to sign for the package. If you aren’t there when UPS brings it, they will leave a note in your mailbox. At the top of the note is the delivery date and whether it was the first, second or last try. If UPS doesn’t find you home on the third try, they will keep the package for five days at the nearest UPS centre for you to pick up. After that they’ll return it to the sender.


Once your order is complete and paid for, it goes to our warehouse system. At that point it is unfortunately no longer possible to make changes to the order.

So, before completing your order, we recommend that you recheck the shipping address and articles (size and colour).


RETURNS

Send the products at your own risk to:

Odlo Logistik GmbH
Retouren E-Commerce
Christenfeld 11a
41379 Brüggen
Germany

Return shipping costs must be paid by you. To fall under our satisfaction guarantee, products must be returned within 30 days after receipt. As soon as we receive your return shipment we will refund your purchase.


PAYMENT


Odlo accepts the following payment methods:

  •     – Visa
  •     – Mastercard
  •     – American Express
  •     – PayPal

Payment will only be performed if you authorise the relevant credit card company or PayPal to do so. If payment is rejected, Odlo reserves the right to cancel the order and halt dispatch of the products. In this case, you will be contacted by Odlo as soon as possible.


After payment for the order, this is verified by our payment portal Adyen and accepted by the bank. Once this process has been concluded without any issues, the amount will be charged to your credit card immediately (except debit cards).


If your payment is refused, first check whether all credit card details are correct. If it still doesn’t work, please contact your credit card company or our Customer Service team (customerservice@odlo.com).


For one thing, the invoice is sent to you by email, together with the order confirmation. However, you can also find the invoice if you log into the customer account and select the order history under ‘My Profile’. This takes you directly to you order overview. Then click on the "Order details" button for your desired invoice. All information for this order now appears on the page that opens. Here you can download and print your invoices. You only receive the delivery note upon delivery.


If you withdraw from this contract, we must refund to you all payments that we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you selected a form of delivery other than the cheapest standard deliver offered by us), immediately and no later than within fourteen days from the day on which we receive the notification of your withdrawal. For this refund, we use the same method of payment as you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged fees on account of this refund. We can refuse the refund until we have received the goods back from you or until you have provided evidence that you have sent back the goods, whichever occurs earlier. You must hand over or return the goods immediately to

Odlo Logistik GmbH
Retouren E-Commerce
Christenfeld 11a
41379 Brüggen
Germany

and in any case within no more than within fourteen days. The deadline shall be deemed to have been met if you dispatch the goods prior to the expiration of the fourteen-day deadline.


During the ordering process, the data is encrypted via SSL protocol and transmitted to our partner Adyen. You hereby agree that this data for completing the order is transmitted to an Adyen company (head office in the Netherlands, branches in the USA, Brazil, Singapore, etc.).


QUESTIONS ABOUT MY ACCOUNT


By opening a customer account you benefit from the following advantages:

  •     – TRACK YOUR ORDER:
           View details about your order and track its progress.

  •     – FAST CHECKOUT:
           Your information will be securely saved for faster checkout next time you order.

  •     – GET EXCLUSIVE OFFERS:
           Opening an account and subscribe to our newsletter to receive exclusive offers and
           decide what type of communication you would like to receive from us

  •     – SAVE YOUR INFORMATION:
           You can keep an order history detail of your orders


Creating an account is easy. Just fill out the form here 'to register' and enjoy the benefits of being a registered customer.

Please check your e-mail address before completing registration; this e-mail address must be valid in order for Odlo to send you information and contact you on that address.


If you already have a customer account, click 'here' to log in.


You can click on ‘Forgot your Password?’ and enter your e-mail address. You will then be sent an e-mail with a new password, which, of course, you can change.


Go within your customer account to ‘My Profile’. There you can change your surname, first name, e-mail address and date of birth.


You can add, change or delete addresses under 'Adress Book'. If you want to add a new address, click on "create new address" above, fill in the form and click on “apply”. To change an address, click on "edit" and then on "update". To delete the address, click "delete".

You can define an address as the default address. This is automatically selected as the address when you place an order, so that the checkout process is faster.


Go to the homepage and enter your e-mail address in the field ‘Sign up for our newsletter’. Then click ‘Register’. You will now be sent the latest information and can take advantage of our great offers.

Under subscription preferences in ‘My Profile’ you can tell us your interests so that we can send you relevant newsletters.


The subscription settings refer to the newsletter you subscribed to when you registered. The subscription settings can be found under ‘My Profile’.

You can define which sports activities and products you are interested in and how often and about what you would like to receive a newsletter. You can also tell us your birthday so that we can surprise you on that day.


Go to the bottom of the newsletter you have been sent and click ‘Unsubscribe’ in the footer. As soon as you have done this, you will stop receiving the newsletter.

If you no longer wish to receive the newsletter, you can also unsubscribe from the newsletter in the subscription settings under ‘My Profile’.


Contact our Customer Service team and request that your data is deleted: customerservice@odlo.com


When you visit the Odlo website, information may be automatically saved on your computer. This is done in the form of what are known as ‘cookies’ or a similar file that assist Odlo in a number of ways, for example to establish the preferences of the visitors to the Odlo website and to improve the Odlo website. Most browsers enable cookies to be deleted, their installation prevented or a warning generated before a cookie is installed. You can find further information on this in the browser instructions.


BRAND STORES & OUTLET


If you are looking for one of our stores, please use our Store Locator.


PROMOTIONS & CAMPAIGNS


On ODLO.com you profit from time to time from different promotions and actions. These discounts are valid as follows:

  •     – only online on odlo.com and limited in time
  •     – only if the product is in stock and available
  •     – cannot be combined with other offers
  •     – welcome and birthday vouchers cannot be used during this period
  •     – after expiration of the promotion, most articles will be available at their original prices


During sales, promotions or public holidays, delivery may take more time than usual. Odlo always strives to meet these delivery times. We will inform you of any deviations on a daily basis during the ordering process when selecting the parcel delivery service.

Odlo does its utmost to meet the stated delivery times. However, Odlo is not liable for any delivery delay, irrespective of the causes.


HOW TO USE MY VOUCHER?


The voucher code can be entered directly into the shopping cart under the "SECURE CHECKOUT" button. After clicking on the arrow, the offer code entry field opens.


If your promotional code is not usable, it may be for the following reasons:

• The voucher is not valid for all products or for some of them in the shopping cart. This is often the case with on-sale items. As a general rule, vouchers are not applicable to on-sale items.
• The voucher has already been used.
• You must respect a certain minimum and/or maximum order amount

If your promotional code does not work for any other reason, our customer service will be happy to help you.


Vouchers cannot be used retroactively. If you have forgotten to use a voucher, please use it for your next order on odlo.com.


Vouchers cannot be paid in cash.


I-THERMIC


If you have a heart pacemaker, metal implants or insulin pump you should first consult with your doctor before using the products. Please see full SAFETY instructions for all medical related questions.


Avalanche transceivers emit a signal of 457KHZ on a closed signal loop. The Bluetooth functionality in the core8 battery, or the electric current running through the garment, should not affect the signal emitted by the transceiver for search & rescue function. However we do NOT recommend to use your I-Thermic with an avalanche transceiver.


No, this is sold as one package.


Up to 4 hours. Charging time is 2.5 hours.


You can order a battery on our website here . The price is 50€.


Our customer service likes to help you in any question. Instructions on how to use the product are included with the product.


You can send us the defective battery.


Please send us only the midlayer.


The sensor of the midlayer notices when it is worn, the app measures the body temperature, the app may need about 10min until it notices that the midlayer is worn.’.


There is a multi-level safety built into the garment. Both the heating panels & the software are set to not go above 37° and stop immediately in case of higher temperatures.


It is not a problem for pregnant women to wear the midlayer.


The drop in capacity is about less than 5% from 25°C to 0°C.


You can not use I-Thermic without a smartphone and the Clim8 App.


This is sportswear, but you can wear it for your daily use as well. It will be perfect for your Ski day, your running session or your next outdoor adventure.


The garment is machine washable (30°) & we recommend you to use the gentle program 30°. Do not tumble dry, do not iron, do not dry clean.. The battery needs to be removed from the garment before washed!!!


50% Polyester, 40% Polyamide, 10% Elasthane


CORE8 BATTERY FOR I-THERMIC


Yes, you can use it on the go when you are out of home for a long skiing day (battery last up to 4 hours).


It is rain-proof and dustproof. Standard IP 64.


Yes, the battery resists to falls up to a meter.


It is safe to charge it for long periods. It will automatically stop charging.


Yes. The LED on the core8 will start flashing, and the exact battery power level will appear on your smartphone application.


No, 1 smartphone can only be linked to 1 battery and 1 garment at a time.


Yes. It is possible to buy several I-THERMIC garments but use only one core8 (however, it is not possible to buy the garment without the battery, this is sold as 1 package). You will however have to each time reset the battery so that there is no more link between the battery & the previous garment in order to connect it to the new garment.


Make sure the battery is turned off and the app is killed on your phone. Snap the core8 on the shirt. Press the power button during 7 seconds until the LED light blinks.