FAQ

You can find the answer for most of your questions here on the frequently asked questions page.

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. 

DO YOU HAVE A SIZE CHART?

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.

If you can't find the information you're looking for on our product pages, please do not hesitate to contact 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 contact Customer Service immediately, and they will do their best to fulfil 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 returning your order, check our Returns Policy. If your order has already 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 into your account. Simply choose "Change Address".

I'M NOT RECEIVING YOUR NEWSLETTERS.

If you are not receiving our regular newsletter, you could be missing out on exciting news. The most common reason for this is that your email software is marking emails from us as junk mail and sending them to your spam folder. To stop this from happening, please add admin@fjallraven.com.au to your email address book, then our emails should come through just fine. If you checked this and are still not getting the newsletter, make sure you typed in the correct email address when you signed up with us. Sign into your account or get in touch with Customer Service, and we will do our best to sort it out 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 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 “back” button, 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 computer. 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 your account. If you still have problems signing in, or have any other queries, please contact Customer Service.

DO I NEED AN ACCOUNT WITH YOU?

Creating an account is not necessary, but 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.

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 they are registered to.

Occasionally eWay has issues processing cards that originate from different countries or conflicting IP addresses. If you are sure your card has sufficient funds and no blocks on it, please try using the PayPal checkout function instead (either via an account or the Guest Checkout feature.)

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.

IS IT POSSIBLE TO RETURN ONLINE PURCHASES AT FJÄLLRÄVEN STOCKISTS?

Our stockists are currently not able to provide returns in store for purchases made online. Please read our Return Policy for more information or contact us.  

HOW DO I CLEAN MY KÅNKEN?

You should not machine wash your Kånken as this 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 with light coloured clothing.