Orders

Order

What is the status of my order?

Orders are usually shipped from Germany within 2 business days (Monday to Friday).
In exceptional circumstances, depending on the volume of orders we receive, it may take a little longer. If this is the case and your order requires more time to be shipped, we ask for your patience. We will also inform you of the delay by email.
Once your order has been shipped, the delivery time after dispatch is usually 3 to 5 business days . (You can find more detailed information here ).
Once your order has been shipped, you will receive a shipping confirmation including a tracking number.
If you are unable to track your package using the provided tracking number, please try again after a few hours, as the carrier needs time to activate it. If you still cannot track the package, please contact our customer service .
If you haven't received a shipping confirmation or any notification of a delay , please allow us 4 business days from the date of your order.
If you still haven't heard anything after this period, please contact our customer service .
If your order has been shipped but the tracking indicates a problem with the delivery , please contact the carrier for more information. If you need further assistance, please contact our customer service .

When will I receive confirmation of my order?

Once your order is finalized, an order confirmation with your order number will appear on the page. You will receive two emails.
  • You will receive an email containing your order confirmation, which you should normally receive within one hour. Please check your Spam and Junk Mail folders if you don't receive it. If you still haven't received it after one hour, please contact our customer service team via chat, phone, or email.
  • An email containing your order tracking number will be sent once your order has shipped (usually within 2 business days). Shipping confirmation may sometimes take a few days if our order volume is unusually high. In this case, please be aware that processing your order will take a little longer. If you haven't been contacted more than 4 business days after placing your order, please contact our customer service department.
Can I modify my order after I've placed it?

Unfortunately, it is not possible to change/add/delete an item or modify the delivery address of your order after it has been placed.
  • If your order hasn't yet been processed by logistics, you may be able to cancel the entire order and place a new one with the correct items and address. For more information on how to get a refund, please see the Payments-Refunds section.
  • If cancellation was not possible, and you wish to exchange an item after receiving your order, please return it and place a new order with the item you want. See the return and refund information on this page .
How do I cancel my order?

To ensure we can deliver your orders as quickly as possible, we immediately send them to our logistics department for processing. Order cancellation is only possible while they are still being processed, and therefore within a very limited timeframe. Please contact our customer service team as soon as possible via chat, phone, or the contact form to cancel your order.
If the order can no longer be cancelled, you have the option to refuse delivery of the package or return the items free of charge.
Please click here to view our return procedure.

Why was my order or item cancelled by Mammut?

In some exceptional cases, different stock movements may occasionally overlap, resulting in an incorrect display in the online store. If the item in question is unavailable, it is removed from the order. Cancelled items are not charged.

Receive a notification when an item is back in stock?

o to the product page you're interested in. If it's no longer available in your size, it will be grayed out and labeled "Receive a notification." Click on the size you want and enter your email address. We'll send you an email when your size is back in stock.
Sometimes, there may be overlaps with single items: for example, if we receive a return, the item will reappear as available. Everyone who clicked the notification button will be notified. However, someone else might have been a little faster to order, and by the time you see the notification email, the item may no longer be available.
*Subscription expires after 90 days

What should I do if I received the wrong item?

If you receive a product you did not order, simply return it normally and follow the return procedure (indicate the corresponding reason on the return form) and order the desired product again.

How is my order data used?

The way we use personal data is explained in our Privacy Policy.

How to recognize a fraudulent website?

Unfortunately, some websites with similar domain names occasionally attempt to impersonate Mammut. We are constantly searching for fraudulent domains and reporting them to the authorities as quickly as possible.
If you have any doubts about the legitimacy of a website, or if you have purchased a counterfeit item or haven't received anything, please inform us by email at support@helpall0rder.com. We will report the website immediately. However, we will not be able to provide compensation: send the website's order confirmation or proof of the counterfeit item to your credit card company to request a refund. To do this, act as soon as possible after the purchase, as the deadlines are strict. We advise you to contact your bank as soon as possible.
Our official websites are
https://www.mammut.com,
https://www.mammut.jp ,
https://www.mammut1862.com.au
, https://www.mammut.cl
, and https://www.mammut.tw
These signs indicate that this is a fraudulent website:
  • There is little to no contact information (legal notice)
  • There is no telephone number, email address or postal address, but often only a contact form.
  • There is neither a privacy policy (DPP) nor terms and conditions of sale (T&Cs).
  • The website text contains grammatical errors and inconsistencies.
  • The email address does not match the URL of the website you are visiting.
  • There is no indication of the domain owner: you can, for example, consult the site's information on Whois here: https://www.whois.com/whois/mammut.com. Generally, owners of fraudulent websites do not give their contact details and use anonymization services.
Do not hesitate to contact our customer service if you notice anything suspicious.

How to recognize a counterfeit?

You can determine if your Mammut item is authentic by observing the following details:
  • Manufacturing: Counterfeit products are often made with poor quality materials, faulty or incorrect stitching, thick seams, poorly done embroidery with loose threads, defective edges or finishes.
  • The label: Mammut's original labels include the name, sizes for different countries and the product's barcode.
  • Serial number and style number: Check the serial number and style number on your Mammut product. They are often missing on counterfeit products.
  • The care label: our care instructions, including manufacturer information, are usually found in several languages ​​and with the Mammut logo at the bottom for tops and in the side seam for trousers.
  • Components: Counterfeit products are often made with generic components. Mammut exclusively uses high-quality parts from premium suppliers, such as YKK for zippers.
  • Product name: Pay attention to the product name and do a quick online search. If you can't find a product name or a reliable website selling the product, it's very likely a counterfeit.
  • The price: if it seems too good to be true, the product is probably counterfeit.
How do I make purchases on the Mammut website?

To order an item, click "Add to cart" to place it in your cart. Click "View cart" to see all the items in your cart, or click "Checkout." You will be taken to a page where you can enter your shipping and billing addresses, and then select a payment method to complete your order.
To save items and order them later, click the heart icon to add them to your wishlist. To view your wishlist, click the shopping cart icon in the top right corner of the page.
Currently, our platform does not allow you to place your order from a mobile phone.


Gift vouchers

How do I use a discount voucher?

To use a voucher, you can enter the corresponding code in the designated field during the fourth step of the order process. Click "Apply" to the right of the entry field to confirm. If the entry is correct and the voucher is valid, its value will be immediately deducted from your order total.
Unfortunately, it is not possible to use a voucher or promotional code after placing the order.

Why isn't my discount voucher being applied in the basket?

Are you having trouble applying your discount code?

Here are some tips to ensure it works:
✅ Copy and paste the code directly from the email you received.
✅ Check the capitalization - codes are case-sensitive. If it is in CAPITALS, enter it exactly as shown.
✅ Check the terms and conditions in your email - the code is only valid during the dates indicated and some items may be excluded.
If you have tried all of this and the code still does not work, please contact us via our contact form and send us a screenshot of your shopping cart.

Where can I buy gift cards or e-gift cards?

Our gift cards are available in all Mammut stores. They are valid exclusively in-store.
At the moment, we do not offer e-gift cards that can be used on the Mammut website.