FAQs

CRUMPLER WARRANTY - 5 YEAR VOLUNTARY MANUFACTURER WARRANTY

In addition to the statutory warranty, we provide a voluntary manufacturer's warranty of 5 years for our bags and backpacks against possible material and workmanship defects.

The warranty covers all practical and functional aspects of our products, i.e. we guarantee that our products can be used without being restricted in their function.

However, normal wear and tear, cosmetic damage or defects caused by improper use, accidents or negligence are not covered. For example, if our products are washed in the washing machine or changes are made to the product, the guarantee will not apply as this is due to improper handling.

Detailed information about the scope of our 5-year guarantee can be found in our TERMS AND CONDITIONS under point 10.2.

Warranty case :
If a defect occurs within the warranty period, you can claim your warranty if there is a warranty claim. If there is a warranty claim, we will eliminate the corresponding defect or replace the product with a defect-free product. The decision on how to remedy the defect lies with us. We will cover the costs associated with the direct elimination of defects as well as the shipping costs.

Procedure:
To make a warranty claim, please submit a request via repair@crumpler.de. The request must contain the following: a description of the damage, two to three clear photos of the defect and proof of purchase.

We check the damage and decide whether there is a warranty claim. We will then contact you via email as soon as possible to explain how to proceed.

If there is a warranty claim, you will receive a return label from us so that you can send in the product you are complaining about free of charge.

Please make sure that the box is large enough to avoid additional damage during transport.
We will examine the bag/backpack sent in and initiate a repair if possible.

If we determine that the damage is irreparable, we will contact you again by email to discuss a possible replacement of the product.

If we determine that there is no warranty claim, we will send the bag/backpack back to you for our convenience.

Our bags look really good and there's a lot you can do to keep it that way for as long as possible. But like a haircut, it's not enough to do it anyhow, you have to do it right.

The bags do not belong in the washing machine. They are not designed to go through a spin cycle or end up in a dryer. The seams and material can be affected by prolonged exposure to detergent, and the heat of a dryer can warp and wrinkle the material. Additionally, it is extremely difficult to completely dry the padded parts of the bag after they have been completely soaked for an extended period of time. The foam used for padding is porous and therefore traps water when fully submerged and compressed - similar to a sponge being squeezed under water.

Much like the natural aging process, there is one thing that will deteriorate with the bag over time. The water-repellent coating applied to the outside of our 1000D nylon material will gradually wear away. This is a completely normal process and unavoidable because constant rubbing or scrubbing of the surface wears down the coating. After a certain, albeit very long, time, you will notice that water that falls on the bag no longer rolls off and runs off as usual.

But that can be changed again. To do this, the bag should first be cleaned with a damp sponge or a soft cloth and possibly with a little shampoo. This removes surface dirt and protects the material. The bag should then be allowed to dry thoroughly. You can then apply a commercially available textile waterproofing spray, such as that used for outdoor jackets. Then let the bag dry thoroughly again and the coating will be as good as new again.
Plastic parts or plastic-coated textile materials can also be cleaned and maintained with commercially available plastic care products. Please follow the usage instructions for the appropriate care products.

You can find further information about our materials and care instructions here: Materials & Care Instructions

Orders placed before 12:00 (CET) will usually be dispatched on the same day. Delivery time is approx. 3-6 working days from the time payment in full has been received.

Our service and distribution centre is closed on weekends, German public holidays and weekdays after 18:00 (CET).

We deliver to the following European countries:

Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Jersey, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom. (Jersey & Guernsey excluded), with exception to the special delivery areas.

You can find an overview of the respective shipping charges and special delivery areas in our Shipping Info.

The order can be returned up to 30 days after receipt of the goods. You can find detailed information about this in the “ Cancellation Policy ” section.

During the COVID pandemic, Crumpler has decided to close all of its brick-and-mortar stores. These have been closed since the beginning of March 2020 and will not be reopened. We are focussing on online retail and have also withdrawn from other stationary retail (e.g. Saturn).

If you have any further questions, you can contact our webstore and we will do our best to answer them all.

Do you have any further questions? Simply contact us....