For advice on our products, you can reach us at any time via our contact form.

Do you prefer on-site product advice? The nearest Schöffel retailer is certainly not far away. With the Store Finder you can easily find your nearest Schöffel retailer.

In many Schöffel-LOWA stores you can make an appointment for a personal product consultation.

Your product has a defect? We are sorry about that. We will be happy to check your product.

If you bought your product in our online shop, please contact our customer service here.

Please include your order number, the item in question, a photo of the defect and a detailed description of the problem.

If you purchased the item from a retailer or store, please contact your retailer or store.

What do you need to do?

• Contact the retailer from whom you purchased your product.
• Please clean your product before returning it to your retailer. Otherwise, your retailer may not accept the claim.
• Present your proof of purchase. This serves as proof of your legal 2-year warranty.

What happens next?

• The goods are sent to our service department via your dealer.
• We will process your complaint within a few days and check the possibility of a repair. If a repair is not possible, we will deliver new goods or issue a credit note.

We will keep in touch with your dealer, who will inform you when the complaint has been completed.

Your item is damaged? Then we will do our best to repair it. With a repair, your "favourite item" not only gets another story, but you also save important resources and make a positive contribution to our environment.

You would like to send your item directly to us?

Here you can find our current service price list.

Please contact our customer service here before you send us goods for repair. This way we can avoid unnecessary postage costs and give you an initial assessment of the workmanship.

Please include two detailed pictures of the damage, a picture of the model information on the care label (breast pocket, side pocket or side seam) and an overall picture of the product.

You want to send in your item via your dealer?

• Contact the retailer where you bought your product.
• Please clean your product before returning it to your retailer. Otherwise, your dealer may not accept the repair.
• The product will be sent to our service department via your dealer.
• We will process your submission within a few days and check whether a repair is possible. We will then prepare a cost estimate for your dealer, who will discuss the costs with you. Please note that repairs up to an amount of 25 € (gross) can be carried out without further arrangements.
• We will process your repair within a few days and send the processed item back to your dealer.
• We will keep in touch with your retailer who will inform you when your repair is completed.

What is not repairable?

Unfortunately, large-scale damage to the membrane or the detachment of tapes cannot be repaired in a permanently waterproof manner.

How long does a repair take?

The turnaround time for repairs is usually 5 working days from receipt of the product. Due to busy periods and complex repairs, this may be slightly longer.

You have change requests? Your sleeves are too long or the legs of your trousers too short? We will be happy to lengthen or shorten your product according to your wishes at a reasonable price!

You would like to send your item directly to us?

Here you can find our current service price list.

Please contact our customer service here, before you send us goods for modification. This way we can avoid unnecessary postage costs and give you a first assessment of the workmanship.

Please include two detailed pictures of the damage, a picture of the model information on the care label (breast pocket, side pocket or side seam) and an overall picture of the product.

You want to send in your item through your retailer?

• Contact the retailer from whom you purchased your product.
• Please clean your product before you return it to your dealer. Otherwise, your dealer may not accept the change.
• The product will be sent to our service department via your dealer.
• We will process your submission within a few days and check whether a modification is possible. We will then prepare a cost estimate for your dealer, who will discuss the costs with you.
• We will process your submission within a few days and send the processed item back to your retailer.
• We will keep in touch with your retailer, who will inform you when your change is complete.

Why can't the product be changed before delivery?

A change to your product is not revisable and we want to make sure that the goods really fit before a change is made. It is not possible to return altered goods.

Do you need zip tags, press studs or similar spare parts? We can provide you with a wide range of spare parts for your Schöffel product. Please contact our customer service to quickly clarify your request. To ensure that you receive the right spare part as quickly as possible, please include a picture of the desired spare part and the information on the care label (breast pocket, side pocket or side seam) with your enquiry.

Please understand that we cannot provide you with complete zips, individual trouser legs or hoods.

You don't feel like dealing intensively with the topic of care?

Then we recommend our uncomplicated cleaning and impregnation service. Our partner Meyer und Kuhl is an expert when it comes to the care of outdoor products. You can book this uncomplicated service here.

Product preparation for the wash cycle:

• Follow care label
• Empty pockets
• ZipIn! products: Separate both parts and wash separately
• Make sure to close zips, Velcro fasteners and press studs.
• Turn product inside out
• Do not use fabric softener on functional textiles.
• Rinse sufficiently

Gentle wash cycle:

The term "gentle wash" describes a wash cycle with a low number of spins and a low temperature. The gentle cycle reduces washing movements and prevents severe rubbing or twisting of the garment to minimise damage or deformation. Washing machine manufacturers use different terms such as "easy care" and "delicate". Please note that the spin speed and temperature in the respective programme are low and adjust them manually if necessary.

Bleach:

Functional textiles must not be bleached as this could damage the material. Stubborn stains can be pre-treated with liquid bile soap before washing.

Dry cleaning:

Functional textiles must not be dry cleaned unless explicitly permitted on the care label.

Detergent:

We recommend a special detergent for cleaning your functional textiles that is 100% fabric softener-free. In addition, this is usually a concentrate that only requires a small amount of detergent. Both aspects help to protect the environment and care for your product professionally.

1. washing products with membranes (e.g. VENTURI®, GORE-TEX®, DERMIZAX®...)

Please follow the general care instructions (see above), as well as the care instructions on the care label inside your product. Do not use fabric softeners on membrane garments as they can damage the membrane. Special detergents that you can buy in sports shops are best. Wash your product at the temperature indicated on the care label on a gentle cycle. Do not exceed a washing temperature of 40° C. Rinse your product sufficiently to remove detergent residues. 2.

2. impregnate products with membranes:

Impregnate your functional clothing when the beading effect is no longer present. We recommend washing your Schöffel product before impregnating it.

There are two ways in which you can impregnate your jacket:

• Wash-in:
  Add the amount of waterproofing agent specified by the manufacturer to the fabric softener compartment of your washing machine. Wash the product as indicated and then put it in the dryer to activate the impregnation.

• Spray:
  Follow the manufacturer's instructions: Depending on the manufacturer, apply the product to a dry or damp jacket and let the impregnation work for a few minutes.
  
  A big advantage of spray impregnation is that some products do not require heat activation in the dryer. If this is important to you, it is best to pay attention to the description of the application when buying.
  
  Please also follow the instructions for use of the respective impregnation agent.

3. Drying of products with membrane:

The heat of the drying process is important for the activation of your impregnation. If it is not excluded on the care label, you can put the garment in the dryer at a low temperature for about 30 minutes. If your dryer shuts off before this time, add a damp towel to stimulate your dryer's moisture sensor. Then simply run a few drops of water over the outer fabric - if the water rolls off the outer fabric, the impregnation has been successful.

1. washing products with down filling

Unless otherwise stated on the care label, please wash your down product at 30°C on a gentle cycle. Reduce the spin speed to 400 to 600 revolutions maximum. Be sure to use a special detergent for down and put your down product alone in the washing drum. The capacity of your washing machine should be at least six kilos. To remove any detergent residue, rinse your product sufficiently clear.

Good to know:

All down and feathers used for Schöffel products must be RDS certified. Schöffel as a company places special emphasis on animal welfare and is certified according to the RESPONSIBLE DOWN STANDARD (RDS). More here.

2. impregnating products with down filling

Impregnate your down jacket when the beading effect is no longer present.

There are two ways to impregnate your jacket:

• Wash-in:
  Add the amount of waterproofing agent specified by the manufacturer to the fabric softener compartment of your washing machine. Wash the product as indicated and then put it in the dryer to activate the impregnation.

• Spray:
  Follow the manufacturer's instructions: Depending on the manufacturer, apply the product to a dry or damp jacket and let the impregnation work for a few minutes.
  
  A big advantage of spray impregnation is that some products do not require heat activation in the dryer. If this is important to you, it is best to pay attention to the description of the application when buying.
  
  Please also follow the instructions for use of the respective impregnation agent.

3. drying products with down filling

To regain the full volume of down products after washing, it is necessary to dry your down jacket in the dryer. Add a few clean tennis balls to the drying process. The balls help to loosen up the down and prevent clumping. Down needs time to dry completely. If the outer fabric is dry but the down is still damp, add a damp towel to prolong the drying process. Take the jacket out of the dryer and gently shake it up to distribute the down and restore its bulking power.