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FAQ – Frequently Asked Questions

Products

Are there pants with a longer/shorter pant length than others?

Yes, some pant models come with both short (-5 cm) and long (+7 cm) legs in addition to the standard pant length. When this is the case, we specify this in the description of the product. Our web shop also offers the option of filtering pants according to your desired pant length; short, long, or standard.

Are there any products that are looser than others?

Yes, there are models that are both tighter and looser than the 'standard'.When this is the case, we specify this in the description of the product.

Are there products that come in large sizes?

Jackets:

We have several models in our range that go up to XXXL for men and XXL for women.Some women's jackets are not so tight in the waist and therefore appear to be more spacious than most other women's jackets in the range.

Pants:

We have several models in our range that go up to XXXL for men and XXL for women. In addition, we have some pant models that come with a standard, long (+7 cm), and short (-5 cm) pant length. Women can also take advantage of the option of using our men's models. Men's models are straighter and in many cases turn out to be a better fit for tall women than the standard women's models.

Are there jackets that are longer than others?

Yes, there are jackets that are longer than others. When this is the case, we specify this in the description of the product.

Materials

What are the advantages of down?

Down is unique. Down is the natural material that provides the best insulation relative to its own weight. Furthermore, it also breathes well. Down is very lightweight and can be compressed to a low volume when packed in a bag.

What is fill power?

The insulating property of down in relation to its weight is directly related to its loft, which again depends on its ability to expand after being packed in a compressed state. This expansion or fill power is most often stated as a figure (cuin = cubic inches per ounce). The higher this figure, the better. Downs that insulate better than the best synthetic fibers generally have a fill power of 500 cuin or more.

How is fill power measured?

The method we use for testing fill power is: IDFB/Lorch Cylinder (in³/30g), steam IDFB-10-B. The test is conducted by placing down into a glass cylinder with a loose lid on top. The lid presses the mixture together, and when the lid remains still the cylinder indicates the volume taken up by the down mixture.

What is a down mixture?

Down mixtures are stated as the percentage of down in relation to feathers. A 90/10 mixture contains 90% down and 10% feathers. To achieve maximum heat insulation per weight unit (e.g., in expedition products), we use a higher down mixture of 95/5.

How should I store my down jacket?

When they are not used, down jackets should be stored hanging rather than in packing bags or compressed under other clothes or equipment over a long period of time.

Are down jackets watertight?

In general, all of our down jackets are made in water-repellent or watertight fabric.Hence down jackets without taped seams are not 100% watertight.

What is Dermizax®?

Dermizax® is a waterproof, windproof, and breathable membrane that has been specially developed to provide protection against all kinds of weather while remaining as comfortable as possible. Dermizax® membrane is a hydrophilic material that utilizes moving molecules, as opposed to most other membranes, which have micropores.

What are the differences between different Dermizax® membranes?

The greatest difference between Dermizax® and Dermizax® NX is that the wicking ability of the NX membrane is twice as high (30,000-50,000 g/m2 per 24 hours for 2 layers), yet it nevertheless still maintains the high water-tightness the Dermizax® membrane is known for (minimum 20 meters). You can read more about our different membranes and materials here.

What is Bergans Element®?

Bergans Element® is Bergans' own membrane and is available in two types. Bergans Element® and Bergans Element® Active are waterproof, windproof, and breathable high-quality membranes.

Bergans Element® withstands a water column of at least 5,000 mm and has a wicking ability of at least 5,000 g/m2/24h.Garments featuring a Bergans Element® membrane are intended for moderate activity in tough weather conditions.

Bergans Element® Active withstands a water column of at least 10,000 mm and has a wicking ability of at least 10,000 g/m2/24h.Garments featuring a Bergans Element® Active membrane have been developed for moderate to high-intensity activity in extreme weather conditions.

What is a water column?

The waterproofing, or water resistance, of a textile or membrane is measured by the height of water which can be suspended above the fabric before it seeps through. In other words, it is the material’s resistance to water pressure. The degree of waterproofing is stated as the height in millimeters of the suspended water column at the moment when the water penetrates the garment. Bergans rates 5,000 mm as the lower limit for a garment to be termed waterproof. However, all things are relative in waterproofing, since it also depends on how much wear and tear the garment is subjected to. The higher the water column above 5,000 mm, the greater the impact the garment will stand up to before the water seeps in.

What does breathability/wicking ability mean?

This is the membrane's ability to absorb condensation/water molecules and transport them to the outer fabric.In vapor form, water exists in the form of individual molecules, which are much smaller than water drops. This allows moisture to escape out, while preventing water drops from penetrating into the garment. The membrane must be warm to prevent the water vapors from condensing and coalescing into water drops.This does NOT mean that you need to have a lot of clothes on under a garment with a membrane as you will not warm up the membrane this way.It is also important to have a layer right next to the skin that wicks moisture away from the body.

How is breathability measured?

This is carried out in a laboratory.Values are stated in g/m²/24h. This means that a square meter of fabric is capable of transporting x number of grams of water vapor per 24 hours.If a membrane has a breathability of 20,000 g/m²/24h, then it will let off more moisture than 10,000 g/m²/24h. This depends on the outer fabric, what kind of clothes you have underneath, the temperature, the structure of the garment, and what kind of activity you are engaged in.

The fur collar won't attach to the jacket.

There is a thin layer of protective fabric on the fur collar's Velcro. You have to remove the strip to be able to attach the fur collar to the jacket.

Warranty and Service

Are self-inflicted damages (scratches, holes, bruises, etc.) covered by the warranty?

Damages to the product due to use and wear are not covered by the warranty but can be repaired by us for a fee. Please send the product along with a description of the issue, your name, address, and a contact phone number. You can find the price list and procedure here. We have a processing time of 2-3 weeks for repairs. Please remember that the product must be clean when sent in!

What is the warranty and claims right period for products from Bergans?

Bergans products come with a 5-year warranty against manufacturing and material defects. Manufacturing and material defects are issues that were present when the product was delivered. Damages due to normal wear and tear, self-inflicted, negligent handling, bleaching, incorrect washing, or poor maintenance are not covered by this warranty.

Do I have the same rights and warranties when I shop online?

Yes! The only difference compared to shopping in a physical store is that when shopping online, you also have a 14-day right of withdrawal in accordance with the Distance Selling and Home Sales Act. Apart from this right of withdrawal, exactly the same rules regarding warranty and claims apply.

How long does a repair take?

The processing time is approximately 10 business days from receipt, but a maximum of four weeks. The processing time depends on the nature of the repair and the time of year the product is submitted.

Maintenance and Service

What should I do if my down jacket has a tear or hole?

On all new jackets, there is a small repair patch with instructions so you can patch the hole or tear yourself. If the patch is missing, please send us a request with the name/number of the jacket and the color, and we will send you a repair patch by mail.

My jacket is leaking down, what should I do?

It is not uncommon for a down garment to release some down. There may be down in the seams from when the jacket was new, causing some shedding initially, but this should decrease over time. If a feather pokes through the fabric, you should push it back in rather than pulling it out. This will prevent creating holes through which more down may escape.

How do I wash my down jacket?

Close all zippers and turn the garment inside out before placing it in the washing machine. Use Milo wool detergent or specialized down detergent. Use 1/3 of the normal detergent amount and wash at 30 degrees delicate cycle. Rinse at least 5 times to remove all detergent residues so that the down does not clump together. Spin for a maximum of 30 seconds before putting the jacket in the dryer at a maximum of 60 degrees. Use 4-5 tennis balls or similar in the dryer to fluff up the down. It's important that the jacket doesn't soak in water for long. If you have a condenser dryer, make sure to empty the water container before starting the dryer. This helps the jacket dry faster.

Will dark down be visible through the outer fabric?

Yes, both down and feathers can be visible through the outer fabric in certain colors. This is because some down and feathers naturally have a darker color. We always prioritize functionality, performance, and comfort when developing our products. In some of our down jackets, we use thin and lightweight fabrics to make the jacket as light and comfortable as possible. In some colors and under specific lighting conditions, these fabrics may be slightly transparent. Consequently, darker down and feathers may be glimpsed through the fabric. Down is a natural material, and there will always be variations in color.

The down is clumping even though I've used tennis balls, what should I do?

Rinse the jacket thoroughly again. Residual soap can cause the down to clump together

What should I do if my shell product has a tear or hole? (Dermizax®, Entrant, and Bergans Element®)?

We encourage our customers to send the product in for repair with us, as the waterproofing may no longer be adequate with DIY patching.

We offer repair services for rips and holes in our products for a fee. Please send the product along with a description of the issue, your name, address, and a phone number where we can reach you.

You can find the price list and instructions here.

The processing time is approximately 10 business days from receipt, but it may take up to four weeks depending on the nature of the repair and the season when the product is submitted. Please ensure that the product is clean and freshly washed before sending it in!

My product is leaking. What should I do?

If you believe there is something wrong with the product, please refer to the return/warranty points below.

Should shell products be re-impregnated? How do I re-impregnate my shell products? (Dermizax®, Entrant, and Bergans Element)

All shell materials have a water-repellent treatment designed to ensure that water is repelled from the outer fabric. After a garment has been used and washed multiple times in a washing machine, this water-repellent function can weaken. If the outer fabric absorbs water and becomes wet, the jacket may feel cold. However, even if the outer fabric looks wet, it does not necessarily mean you will get wet inside, as all waterproof materials have a membrane that ensures the material remains waterproof.

It is advisable to re-impregnate the outer fabric using a reproofing product specifically designed for breathable synthetic materials. For garments with a membrane, it is recommended to use a spray-on reproofer rather than a wash-in reproofer. Wash-in reproofer seals the material on both sides, which can potentially compromise the membrane's performance.

How should shell products be washed? (Dermizax®, Entrant, and Bergans Element)

How should shell products be washed? (Dermizax®, Entrant, and Bergans Element) Close all zippers and turn the garment inside out before placing it in the washing machine. When washing shell products, you must first check the washing instructions inside the garment and follow the provided instructions. We recommend an extra rinse to ensure that all soap residues are removed. Do not use fabric softener, as it can damage the membrane. Shell products should only be hung up to dry. To ensure the long life of the shell material, we recommend washing the products after frequent use at high activity levels, as sweat can affect the membrane. It's important to rinse and dry thoroughly.

Wash the garment before storing it for extended periods. Store the garment in clean and dry conditions. You can read more about reproofing in the section How do I reproof my shell products? (Dermizax®, Entrant, and Bergans Element).

Can my backpack be washed?

Backpacks can be washed in a machine on a delicate cycle at 40°C. Use mild wool detergent like Milo or a similar one without enzymes. Do not spin or centrifuge the backpack. Remove any aluminum frames, fasten buckles together, and tighten the straps slightly before washing. If you have large backpacks, they can be placed in a tub or bathtub for washing. Re-insert any aluminum frames when the backpack is wet. After washing, allow the backpack to drip-dry.

Can my tent be washed?

Bergans tents can be washed. The tent is best washed by hand in a large tub with water no hotter than 30°C. If the tent is not very dirty, it's advisable to avoid using detergents. If detergents are necessary, use the mildest ones possible. Enzyme-based detergents can damage the coating on the outer fabric and should be avoided.

What should I do if I have gotten ski wax on my jacket?

You can remove ski wax from your jacket by using a citrus-based wax remover.

My product has a defective zipper. What should I do?

If you have a jacket with a two-way zipper, make sure both zipper heads are at the very bottom of the zipper before attempting to close it. If it still won't close, please contact your retailer. If the product was purchased from our online store, follow the return instructions provided there.

Miscellaneous

Can shell jackets from the summer and winter collections be used year-round, and what is the major difference?

Our shell jackets are waterproof, windproof, and breathable, and they function the same regardless of the season, making them suitable for year-round use. The main difference is that winter jackets typically have thicker outer fabrics, more room for layering with mid-layers, and often come with ski-specific features.

Moisture/condensation in jacket or pants?

When using a shell jacket or pants during high-activity levels in cold air, you may experience condensation forming on the inside of the garment. Condensation can occur both on the surface and within the fabric itself, affecting moisture transport. It's essential to consider what you wear underneath the garment. We recommend using 100% merino wool, synthetic fibers, or a combination of both as the innermost layer.

The amount of heat or sweat each person generates is individual, so it's important to remember to use the ventilation zippers if your garment has them to manage moisture and temperature.

Moisture/condensation in insulated jacket or pants?

When using an insulated jacket or pants during high activity in cold air, you may experience condensation forming on the inside of the garment. Condensation can occur both on the surface and within the fabric itself, affecting moisture transport. The membrane in the garment will not breathe well at low temperatures. Since the garment is insulated, it will take a long time for the warmth to reach the outermost layer, and this typically doesn't happen when it's colder than around -5 degrees Celsius (though this can vary from person to person and depending on activity level).

How do I find product specifications for a product?

In the online store, you can find a dedicated tab with product information on each individual product.

Social Responsibility

What is PFAS?

PFAS is a group of chemicals in the per- and polyfluoroalkyl substances family. In our industry, PFAS is used to provide textiles with a durable water and stain-repellent ability. This treatment is known as Durable Water Repellent finish (DWR), and it causes water to bead up and roll off the fabric rather than soaking into it, keeping the fabric dry. This treatment has been a central and effective part of waterproof textiles for over 30 years. However, it has been discovered that PFAS chemicals can be harmful to both humans and the environment, and they can persist in nature. Some PFAS compounds have been banned, and there is ongoing discussion about a total ban. As a result, the industry has started searching for less harmful alternatives to replace PFAS. PFAS is also used in various other products such as non-stick cookware coatings, paints, curtains, food packaging, and electronic products.

Is PFAS dangerous?

There have been identified potential negative health effects associated with PFAS, which is why we are taking responsibility by phasing out this substance from our products. PFAS is used in many different products, and it degrades very slowly, leading to its accumulation in the environment and potential exposure to humans through contaminated water and food. There have been no direct negative health consequences established from skin contact with products containing PFAS. The amount of these substances in textiles is very small, and therefore, wearing clothing treated with PFAS does not pose a risk. The threat lies in the cumulative amount in the environment, which is why we are gradually phasing out all PFAS.

ChatGPT Legal Requirements Against PFAS

Certain compounds from the PFAS group have been banned, and there is an expected total ban on all PFAS in the EU. However, the timeline for when this will be implemented has not been determined yet.

PFAS – What is Bergans Doing?

We have been working on phasing out PFAS for some time, and we have intensified these efforts to encompass all our products. This transition is not something that happens overnight. In the process, we test all products – both in external, independent laboratories and through practical use in all weather conditions. This is to ensure that they meet legal requirements as well as our own and our customers' demands for quality and functionality. You can read more about this here.

Does Bergans consider the environment when selecting materials for your products?

We believe that by choosing the right materials, we can make a positive impact right from the start. We use organic cotton and recycled materials where possible, and we also prioritize materials that can be easily recycled in the future. There is exciting research happening in the field of new and innovative materials, and we are always on the lookout for new and interesting materials that are less harmful to the environment.

Does Bergans consider animal welfare when producing your products?

Animal welfare is one of the issues we have integrated into our ethical guidelines. We are currently focusing on several different animal welfare issues. These include mulesing in relation to wool, live plucking of geese for down, real leather, which should be a byproduct of food production, and we use only synthetic fur.

Does Bergans use down from live animals?

Our down is not plucked from live geese, or geese subjected to force-feeding, and we strongly condemn such practices. We have written agreements with our suppliers/manufacturers, where they guarantee that our guidelines are followed. We also closely monitor this through factory visits.

Since we started producing down sleeping bags and down jackets, we have specified to our manufacturers that all the down they use in our products should be a byproduct of the food industry. You can read more about this under "social responsibility" on our website.

In addition, all our down deliveries are tested by IDFL (International Down & Feather Laboratory) before production. This is to ensure both us and you of the high quality and purity of the down.

Does Bergans use fur?

We only use "faux fur," which is a fur-like material made from synthetic fibers and does not come from animals.

How does Bergans approach mulesing and animal welfare?

We do not accept mulesing. We only work with suppliers who provide us with certificates stating that the merino wool does not come from sheep that have been subjected to mulesing.

How does Bergans approach ethical trade?

We have been a member of the Ethical Trading Initiative (IEH) since 2009. Through our membership, we have committed to working in accordance with IEH's ethical procurement guidelines to create improvements in our own supply chain concerning human rights, labor rights, development, and the environment.

What does Bergans do to ensure that ethical guidelines are adhered to?

We recognize that it can be challenging for suppliers to meet all our requirements immediately. Our primary strategy is to facilitate transparent two-way communication, which we complement with visits and inspections at the factories. We have employees in both Hong Kong and at our headquarters in Norway who visit factories and implement improvement plans where necessary. We focus on what needs improvement and support our suppliers in both the short and long-term processes. Our membership in IEH provides us with support and tools to use in this work.

How does Bergans demonstrate corporate responsibility?

As a significant supplier of outdoor equipment and outdoor clothing, we recognize the importance of taking responsibility for the environment. We are conscious of our corporate responsibility and understand that everything we do has an impact on the environment.

We actively address challenges related to ethics, the environment, and social responsibility, both externally and internally. Through this work, we aim to conserve natural resources and contribute to sustainable development.

In the development and design of our products, we focus on making conscious material choices to reduce the environmental footprint of our products. Additionally, we have stringent requirements regarding chemical content and work with suppliers to find solutions that minimize the use of chemicals.

We conduct assessments of environmental and labor conditions at our suppliers' facilities and implement improvement measures to ensure that they provide good working conditions and meet our standards.

As part of our responsibility, we also focus on improvements in terms of energy efficiency, waste management, transportation, and logistics solutions to reduce emissions and environmental impact.

Are the workers who produce Bergans' products ensured a minimum livelihood?

We require that minimum wages correspond to either the statutory minimum wage or, if higher, the customary industrial worker wage in the respective production country. Wages should be sufficient to cover basic needs. All workers should have a contract detailing their wages and employment conditions, and they are entitled to benefits such as paid leave, sick pay, and maternity leave, which should be provided by the manufacturer. All our manufacturers adhere to applicable laws and regulations. Achieving fair wages is a complex issue, and there is no one-size-fits-all strategy for defining the correct wage level for all countries and ensuring that all workers receive wages according to it. Like all aspects of corporate responsibility, wages are an ongoing concern that we continuously address.

Is child labor involved in the production of Bergans' products?

We follow the UN Convention on the Rights of the Child and do not allow children under the age of 15 to be involved in the work.

Does Bergans operate in countries where human rights and the environment are poorly protected?

In some of the countries where we operate, there have been issues with the inadequate protection of human rights and the environment. We believe that with our experience and resources, we can contribute to positive development through close collaboration with our suppliers. After the trade boycott on Myanmar was lifted, we decided, after careful consideration, to start production and supplier guidance in the country. We always conduct a risk analysis of our production countries.

Where are Bergans' products manufactured?

Primarily in the Far East – China and Vietnam – but also in Indonesia, Turkey, and Norway. Some of the fabric manufacturers are located in Japan and Korea. We have recently started production in Myanmar in collaboration with one of our key suppliers. You can find the supplier list on our website.

What rules must the factories producing for Bergans follow?

Bergans' ethical guidelines are based on international conventions adopted by the United Nations and the International Labour Organization (ILO). These guidelines form the foundation for any collaboration we enter into. They outline the standards we have for business operations, including requirements related to social conditions, environmental considerations, and animal welfare. As a member of the Ethical Trading Initiative (IEH), we work to implement strict principles in our supply chain. See www.ieh.no for more information.

How closely does Bergans work with its manufacturers?

Our design and product development team, as well as the quality control team, have frequent and close contact with all of our key suppliers. We strive to integrate social and environmental issues into all of these dialogues and aim to build long-term supplier relationships to achieve continuity in our improvement efforts. Some suppliers have been collaborating with us for over 20 years.

Does Bergans consider social criteria when choosing new factories?

When selecting a new supplier, we present them with the requirements outlined in our ethical guidelines, and we also visit them to inspect the conditions. The goal is to establish an open and constructive dialogue about social and environmental issues. Some suppliers may need to implement changes and improvements, so good communication and the ability and willingness to improve are prerequisites for future collaboration. If none of these factors are present, we will not engage in a partnership with that factory.

Does Bergans use nanotechnology in its products?

Nanotechnology is, in short, the manipulation of substances at the atomic and molecular level to create new materials and properties. Like all new technologies, it raises many questions, including concerns about toxicity and potential environmental harm. Bergans currently does not use products with nanotechnology. This decision is based on the limited research available on how this technology may affect people and the environment.

Why did Bergans choose to become a bluesign® system partner?

We became a bluesign® system partner in 2012/2013 because we consider the bluesign® system and standard to be one of the strictest environmental standards available in our industry today. The system ensures that only controlled chemicals are allowed in the production process, reducing resource use and emissions from production. As a bluesign® system partner, we work to implement this throughout our supply chain. Specifically, we encourage our suppliers to seek approval, and we also focus on sourcing bluesign®-approved textiles. You can learn more about bluesign® on their website: www.bluesign.com.

Do Bergans products contain hazardous chemicals?

We create technical products with high performance, and to achieve the desired product properties, we rely on chemicals. For example, our products need to be water repellent, windproof, or moisture-wicking in addition to being comfortable, lightweight, and durable. Our goal is to ensure that none of our products contain substances that could be harmful to employees, customers, or the environment. We have a list of substances that should not be used (a Restricted Substances List or RSL), and this list is distributed to all of our suppliers. The list is developed by experts at bluesign® and is in line with recent research and EU requirements. Our partnership with bluesign® is at the core of our chemical management program. We conduct random product tests to ensure that all requirements are met.

What does Bergans do to avoid the use of hazardous chemicals?

We have developed a chemical list (Restricted Substances List). This list contains requirements regarding which chemicals cannot be used in our products. We have communicated this list to our suppliers. Following up on the RSL list is a high priority for us.

Do Bergans products comply with REACH requirements?

All our suppliers must sign a checklist of chemicals that should not be used. This means they must guarantee that their materials comply with the European REACH regulation and the SVHC list. This is also something we check when conducting random tests.

Do Bergans products contain PFC?

There has been a lot of focus on perfluorinated compounds (PFC) in shell clothing. So far, we have not found an alternative completely free of PFC that meets our performance requirements. We collaborate with our suppliers, bluesign®, and other stakeholders in the outdoor industry to develop or discover new technology that can enable PFC-free products. We have transitioned from C8 to C6 chemistry, eliminating all PFOA and PFOS compounds.

Shipping and Delivery

I have not received my order. What should I do?

Log in to "My Page" on our online store. You can track your order by clicking on order history and then package tracking.

If you cannot find an answer, please contact us at kundesenter@bergans.no.

How do I track my shipment?

Log in to "My Page" on our online store. You can track your order by clicking on order history and then package tracking.

If you cannot find an answer, please contact us at kundesenter@bergans.no.

How long will an order remain at the pickup location before it's returned to Bergans?

Packages will be held at the pickup location for a total of 7 days. If the package is still uncollected after 7 days, it will be returned to us.

What do I do if I have forgotten my ID when picking up my package?

To pick up a shipment/package, our carrier requires that the recipient has valid identification.

How long does Bergans take to deliver after an order is placed?

Delivery of orders normally takes 2–7 business days, depending on where you live in the country.

Return and Exchange

I regret the purchase, how do I return the item?

In the package, you will find a pre-paid return label and a return form. Fill out the return form and attach the return label to the package. Drop it off at the same location where you picked it up. Once we receive the return, we will refund the money to you. If you paid with Klarna Invoice, you can report a return on your order in the Klarna app to pause your payment. NOTE! The items must not be used, and all tags must remain on the garment. Underwear cannot be exchanged unless there is a defect. For exchanges, place a new order for the item you want and return the original item that did not fit. We always offer free returns.

I received a damaged product. What should I do?

If you purchased the item from one of our retailers, please contact the store/chain where you bought the product. If the item was purchased from our online store, you can return it to us and indicate on the return form included in the package that it's a warranty claim. Attach the pre-paid return label to the package and drop it off at the same location where you picked up the package. If it's an approved warranty claim, you will receive compensation for it.

If it's difficult for you to deliver the product to the store where it was purchased, you can send an email to kundesenter@bergans.no.

I received the wrong item or the wrong color of the product. What should I do?

If you purchased the item from one of our retailers, please contact the store where you bought the product.

If you ordered the wrong color or product from our online store, you can return the item and place a new order. Inside the package, you will find a pre-paid return label and a return form. Fill out the return form and attach the return label to the package. Drop it off at the same location where you picked up the package. Once we receive the return, we will refund the money to you. If you paid with Klarna Invoice, you can report the return in the Klarna app to pause your payment.

If you received a different item than the one you ordered (wrong item from the warehouse), please contact our customer service, and they will assist you further.

When a product/gift is purchased in-store, does it need to be exchanged in-store?

Yes, it should be exchanged in-store. Please contact a retailer that sells Bergans products. We do not have the capacity to process such exchanges ourselves.

Purchase

The item is sold out on the Bergans website, can I buy it elsewhere?

You can visit www.bergans.no to see which stores/chains we collaborate with and that carry Bergans products in your area. Unfortunately, we do not have information about which stores have specific products in stock.

Do I need to register to shop with you?

To make a purchase in our online store, you need to register so that we can have your shipping information. This way, you can easily track your order and order history on "My Page." We treat all your personal information confidentially.

How do I change or cancel an order?

Usually, it's not possible to change or cancel an order since it's processed promptly. You can use the right of withdrawal when you receive the package and return it for free. See the sections on exchange, return, and the right of withdrawal for details.

I've ordered items in the online store, but something went wrong. How do I know if the purchase went through?

Log in to "My Page." If you can't find the information there, please contact kundesenter@bergans.no.

Who pays for shipping/postage in the case of a warranty claim?

In the package, there is a pre-paid return label. If you return the product later due to an approved warranty claim, we will refund your return postage. Attach a copy of the receipt for the paid postage, as well as a bank account number for the refund. You can find more information about this on "My Page" in our online store.

Payment

I have ordered a product from you. The product has not been delivered, but my credit card has been charged?

When you pay with a credit card, the amount is reserved on your card. The amount is deducted from your account only when the item is shipped from our warehouse.

How long does it take for the money to be refunded to my account upon return?

It takes approximately 14 days. If you've been waiting longer, we ask you to contact us. You can do this by visiting our online store and clicking on "Contact Us." Follow the instructions provided.

Which payment methods can be used on your website?

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