FAQ 常見問題

You can get the answer for most of your questions here at the Frequently asked questions page.

Why is no tax charged?

Your order may be subject to import taxes, customs duties and fees levied by the destination country. Any charges on a parcel must be paid by the recipient. Fjallraven has no control over these charges, please contact your local customs office for more information before you order.

How do I search for a product?

For your convenience we have designed many different options to filter or search among our products. At the top navigation, you can browse through the categories and then refine what product type you are looking for. You also have the option to filter into e.g. Activity and/or Color. 

If you know exactly what you need, you can use our search facility, type it in and you will find everything related to your search. 

When you have found what you were looking for, simply click "Add to cart", and return to shopping or follow the screen instructions to fill in payment and delivery details.

Do I need an account with you?

No you do not need an account to shop with Fjällräven.

However, creating an account will allow you to order without having to fill in your details every time you shop with us. You will also be able to view your order history and track your current orders.

Do you have a size chart?

Yes, we never want to send you anything that doesn't fit properly.

Check out our size chart, displayed here as well as on the product page for measurements — you will find all the information to ensure our product fits perfectly and looks great.

Can you give me more information on your products?

We try to publish as much useful information as possible about each of our products, to help you purchase the items that suit you best.

The product page for every item includes sizing, a short and long description, a material description, images as well as a product movie and related movies which highlights, e.g. the material. If you have any further questions, please do not hesitate to contact the Customer Service and we will do our best to answer your questions as quickly and completely as possible.

I have just placed an order. Can I cancel or change it?

Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch.

You have an option to cancel but you need to be quick about it. Please send an email to our Customer Service immediately, and they will do their best to fulfill your request.

However, we cannot promise that they will be able to cancel the delivery if you have already received an e-mail confirmation stating that your order has already been shipped.

For additional information about cancelling your order, check our Returns Policy. If your order already has been shipped, you will need to return the order to us.

How can I change my address?

If you already have an account, you can change your details by logging in My Account. Simply choose "Change Address".

I have seen something advertised, but cannot find it on the site?

Just type the name of the item into the search box or go to the specific category at the top of the homepage, and it will take you straight to the right product.

If you cannot find it, or if you are not sure what you are looking for, please contact Customer Service with as many details as you can remember, and we will try to track it down for you.

I am having general problems accessing or purchasing from your website

If you have general problems, we recommend that you make sure you have the latest updates and patches for your operating system. In order to enjoy an excellent online experience, we recommend updating your internet browser on a regular basis by using the latest versions for your respective browser.

If you are still having problems using our site, please feel free to get in touch with Customer Service and we will be happy to help. To help us look into your problem, please try to include as many of the following details as possible:

• Your Operating System (e.g. Windows XP, Mac OS 10.0),
• Internet Browser (Internet Explorer 7, Google Chrome),
• What URL you were trying to access (e.g. http://www.google.com),
• Which time the problem occurred, and
• Please copy and paste into the email any error message that appeared on your screen.

I cannot view the videos

If you cannot view our videos, please make sure you have Abode Flash Player 9 or higher installed on your computer. If you do not have it, simply click here (http://get.adobe.com/flashplayer) and follow the instructions to install. Are you still having problems after installing version 9, please contact Customer Service.

I am having problems with my shopping cart

If items are disappearing from your shopping bag, this may be because you are using your internet browser's backbutton, rather than selecting one of the Continue shopping in... links on the shopping cart page.

If you are still having problems, try deleting the cookies on your PC. Usually, you need to select the tab Tools on your internet browser to clear the browsing data. 

I cannot sign into my account

When you want to shop with us or access your account, we ask you to sign in. If you cannot remember your password, just type your email address in to the "Forgotten Your Password" box on the sign in page, and we will send you a reminder which includes your password.

You can change your password, main email address or any of your other details at any time just by signing in to My Account.

If you still have problems signing in, or have any other queries, please contact Customer Service.

My payment has been declined

A payment decline can happen for a number of reasons. Please check your Fjällräven account details to make sure that the card details such as the card type, validity date, name and your billing address are the same as the card is registered to.

If the problem continues, please enter the details of another card.

Please contact Customer Service, if the problem persists. They will try to advise you further.

I have seen an item which it seems to be no longer in stock

Some of our most desirable products are running out of stock very quickly, so be quick before it’s gone. However, some of our products are running styles which will be frequently restocked. Keep an eye on the shop or visit our Store Finder to contact a retail store near you.

Is it possible to return online purchases in Fjällräven stores?

We are currently not able to provide returns in store for purchases made online. Please read our Return Policy for more information or contact our Customer Service. 

How do I clean my Kånken?

You shall not machine wash your Kånken since that will ruin the water resistance of the material Vinylon F. Instead, you should hand wash your Kånken with lukewarm water and a soft brush.

Can I wax my Kånken?

No, since Kånken is not made of G-1000 but of Vinylon F it is not recommended.

Will the colours on my Kånken bleed in the beginning?

There can be some surplus dye. To avoid colour bleeding we recommend that you rinse the backpack in lukewarm water before usage. Take care when wearing light coloured clothing.

您可以在常見問題解答頁面上找到大部分問題的答案。

為什麼不徵稅?

您的訂單可能需要繳納進口稅,關稅和目的地國家徵收的費用。包裹上的任何費用必須由收件人支付。 Fjallraven無法控制這些費用,請在訂購前聯繫當地海關了解更多信息。

我如何搜索產品?

為方便起見,我們設計了許多不同的選項來篩選或搜索我們的產品。在頂部導航中,您可以瀏覽不同類別,然後優化您要查找的產品類型。您也可以選擇篩選如活動和/或季節。 

如果您確切知道自己需要什麼,可以使用我們的搜索工具,輸入資料,您將找到與您的搜索相關的所有物品。 

當您找到所需物品後,只需點擊“添加到購物車”,然後返回購物或按照屏幕說明填寫付款和送遞詳細資料。

我需要建立賬戶嗎?

不,您在Fjällräven購物不需要賬戶。

但是建立帳戶將允許您每次訂購毋需再填寫您的詳細資料。您還可以查看訂單歷史記錄並追踪當前訂單。

您有尺寸表嗎?

有,我們絕不想向您發送任何不合適的東西。

查看我們的尺寸表,在此處及產品頁面上 - 您將找到所有資料,以確保我們的產品合身及好看。

能給我更多關於產品的資料嗎?

我們嘗試盡可能發布有關我們每款產品的資料,以幫助您購買最適合您的產品。

產品頁面包含尺寸,短描述和長描述,材料描述,圖像以及產品影片和相關影片,例如,如果您有任何其他問題關於材料,請隨時聯繫客戶服務部,我們將盡可能快速,完整地回答您的問題。

我剛下訂單。我可以取消或更改嗎?

一旦您的訂單得到確認,目前您無法在發貨前更改訂單。

您可以選擇取消,但需要快速處理。請立即發送電子郵件給我們的客戶服務,他們將盡力滿足您的要求。

但是,如果您已收到確認電子郵件,表明您的訂單已經發貨,我們不能保證將能夠取消送貨。

有關取消訂單的其他信息,請查看退貨政策。如果您的訂單已經發貨,您需要將物品退回給我們。

怎樣更改我的地址?

如果您已有帳戶,可以登錄我的帳戶更改您的資料。只需選擇“更改地址“。

我看過一些廣告,但在網站上找不到它?

只需在搜索框中輸入產品名稱或轉到主頁頂部的特定類別,就會直接轉到正確的產品。

如果您找不到,或者您不確定自己在尋找什麼,請聯繫客戶服務部,並盡可能提供詳細資料,我們將盡力為您搜索。

我在您的網站瀏覽或購物時遇到一般問題

如果您遇到一般性問題,我們建議您確保擁有適用於您的操作系統的最新更新和修補程序。為了享受優質的在線體驗,我們建議您使用瀏覽器的最新版本,定期更新您的互聯網瀏覽器。

如果您在使用我們的網站時仍然遇到問題,請隨時與客戶服務部聯繫,我們將很樂意為您提供幫助。為了幫助我們調查您的問題,請嘗試盡可能提供以下詳細資料:

•  您的電腦操作系統(例如Windows XP,Mac OS 10.0),
•  互聯網瀏覽器(Internet Explorer 7,Google Chrome),
•  您嘗試訪問的網址(例如http://www.google.com),
•  問題發生的時間,以及
•  請將電子郵件中出現的任何錯誤訊息複製並粘貼到電子郵件中。

我無法觀看視頻

如果您無法觀看我們的視頻,請確保您的電腦已安裝了Adobe Flash Player 9或更高版本。如果您沒有,只需點擊此處 (http://get.adobe.com/flashplayer) (http://get.adobe.com/flashplayer)並按照說明進行安裝。安裝Adobe Flash Player 9或更高版本後仍有問題,請聯繫客戶服務。

我的購物車出了問題

如果物品從您的購物袋中消失,這可能是因為您使用了互聯網瀏覽器的“返回”按鈕,而不是選擇購物車頁面上的“繼續購物...”鏈接。

如果仍有問題,請嘗試刪除電腦上的cookie。通常您需要在互聯網瀏覽器上選擇“工具”選項以清除瀏覽數據。 

我無法登錄我的帳戶

如果您想在我們網店購物或查閱您的帳戶,我們會要求您登錄。如果您忘記了密碼,只需在登錄頁面上的“忘記密碼”框中輸入您的電子郵件地址,我們將向您發送包含您密碼的提醒。

您只需登錄我的帳戶即可隨時更改密碼,電子郵件地址或任何其他資料。

如果您仍然無法登錄或有任何其他疑問,請聯繫客戶服務。

我的付款被拒絕了

由於多種原因,付款可能會被拒。請檢查您的Fjällräven帳戶資料,以確保信用卡類型,有效日期,姓名和帳單郵寄地址等詳細資料與信用卡註冊時相同。

如果問題仍然存在,請輸入另一張卡的資料。

如果問題仍然存在,請聯繫客戶服務。他們會盡力為您提供建議。

我看到一件似乎缺貨的商品

我們一些最受歡迎的產品很快就會缺貨,所以在它缺貨之前要購買。但是,我們一些當季的產品會經常補貨。請留意商店或訪問我們的商店指南,聯繫您附近的零售店。

是否可在Fjällräven商店退回在網店購買的物品?

我們目前無法在商店為在網店購買的物品退貨。請閱讀我們的退貨政策以獲取更多信息或聯繫我們的客戶服務。 

我該如何清潔我的Kånken?

您不應該機洗您的Kånken,因為這樣會破壞材料Vinylon F的抗水性。相反,您應該用溫水和軟刷手洗Kånken。

我可以為我的Kånken上蠟嗎?

不,因為Kånken不是由G-1000製成,而是由Vinylon F  製成,所以不推薦上蠟。

Kånken的顏色一開始就會脫色嗎?

可能會有一些多餘的染料。為避免顏色滲色,我們建議您在使用前用溫水沖洗背包。穿淺色衣服時要小心。