Shipping & returns
Last updated: 4 September 2026 · CryoTrace Outfit OÜ, Pärnu mnt 141, 11314 Tallinn, Estonia · Reg. 14028871
Everything about getting your order to you, and about sending it back if it is not right. If anything below does not answer your question, write to [email protected] and a person will reply within one working day.
1. Dispatch
Orders placed before 14:00 EET on a working day leave our Tallinn warehouse the same day; everything else goes out within 24 working hours. You receive a tracking link by e-mail as soon as the carrier scans the parcel.
2. Destinations, times and costs
| Destination | Carrier | Transit time | Cost |
|---|---|---|---|
| Estonia, Latvia, Lithuania | Omniva | 1–2 working days | €3.90 · free above €150 |
| European Union | DPD Classic | 2–5 working days | €7.90 · free above €150 |
| United Kingdom, Switzerland | DPD, duties prepaid | 4–7 working days | €14.90 |
| Norway, Iceland | Posten / Íslandspóstur | 5–9 working days | €16.90 |
All parcels are tracked and insured to their full value. Deliveries outside the EU are shipped DDP, which means import duty and VAT are calculated and paid at checkout — the carrier will not ask you for anything on the doorstep.
3. The 60-day field trial
Cold-weather clothing cannot be judged in a hallway. Wear your order outside, in real conditions, for up to 60 days. If it does not work for you, send it back — used is fine, as long as it is clean, undamaged beyond normal trial use, and still carries its inner label.
4. How to return something
- Write to [email protected] with your order number, or use the returns form in your account.
- We e-mail a prepaid label within one working day. For EU orders the return is free of charge.
- Pack the item, attach the label and drop the parcel at any carrier point.
- We inspect the item on arrival — usually the same day — and refund the full purchase price, including the original standard delivery cost, to your original payment method within 3–5 working days.
5. Exchanges
One size exchange per order is free within the EU: tell us the size you need when you request the label, and we reserve the replacement immediately so it does not sell out while your parcel is in transit. If the new size costs more, we send a payment link for the difference.
6. Faulty or incorrect items
If something arrives damaged, or we sent the wrong item, photograph it and e-mail us within 14 days. We arrange a free collection and send a replacement immediately, without waiting for the original to reach us. Warranty claims after that period follow the process in our terms & conditions.
7. What we cannot take back
- Items returned after 60 days from delivery.
- Garments that have been altered, re-dyed, or repaired by a third party.
- Items returned unwashed and heavily soiled, or carrying strong odours — please launder before sending.
- Gift cards and clearance items marked “final sale”, which remain covered by the statutory two-year conformity guarantee.
8. Refund timing
We refund to the original payment method. Card refunds normally appear within 3–5 working days of our confirmation e-mail, SEPA transfers within 2 working days. If nothing has arrived after 10 working days, contact us with your order number and we will trace it with the payment provider.