FAQ

Order-related

  • Where's my order?

    To see how long orders usually take to be delivered, click here. Once your order has been shipped, you can track its delivery progress by either:

    • Clicking on the tracking link in your shipping confirmation email
    • Logging in to My Account to track the progress of your delivery
    • Calling our Customer Care and we'll tell you where your order is
  • How long will my order take to be delivered?

    The delivery time depends on the country you live in and the delivery method you choose. Read more about the applicable delivery times for your country here.

  • How can I reach your Customer Care?

    Just visit our Help Pages and you’ll find the contact details for our Customer Care. You can either call us or submit a query via the online contact form.

  • I have just placed an order. Can I cancel or change it?

    Once an order is created, it is processed and sent immediately so that you will get your package as quickly as possible. Therefore we are often not able to cancel an order. Though, give us a call and we'll see what we can do! You can find the contact details here.

  • How will my order be delivered?

    If you live in Sweden, Norway or Finland and choose standard delivery, your order will be delivered by PostNord to a pick-up point near your address. You’ll be informed of the pick-up point by email or text message when your parcel is ready to be collected. If you prefer to have the order delivered directly to your home address, simply choose express delivery and your order will be delivered by UPS.

    If you live in Denmark, your order will be delivered by PostDanmark to your home address. PostDanmark will make one delivery attempt. If you’re not at home at the time of delivery, you can collect your parcel at the nearest PostDanmark pick-up point. You’ll be notified of the location of the pick-up point by PostDanmark in the delivery slip.

    If you live outside Sweden, Norway, Finland and Denmark, your order will be delivered by UPS to your home address.

    If you’re not at home at the time of delivery and you live in Germany, Belgium, The Netherlands, The United Kingdom, Spain or Italy, you can collect your parcel at the nearest UPS pick-up point. You’ll be notified of the location of the pick-up point by UPS in the delivery slip.

    If you live outside the countries mentioned above, UPS will make 3 delivery attempts. If you’re unable to receive your parcel on any of those attempts, the parcel will be returned to us. Please note that contact information for UPS will be included in the delivery slip, and you can contact UPS directly to agree on a convenient delivery time for any of the redelivery attempts.

    Your order will be shipped between Mondays and Fridays. Please note that we can’t ship to P.O. boxes.

    You’ll need to sign for your parcel when you receive it, unless another option is provided by the courier.

    If your parcel is delivered to a pick-up point, the courier will keep the parcel for 10 calendar days before returning it to us as undelivered.

    Read more about delivery here.

  • What countries do you ship to?

    We deliver to the following countries:

    • Austria
    • Belgium
    • Canada
    • Denmark (excl. Faroe Islands and Greenland)
    • Finland (excl. Aland Islands)
    • France (excl. Guadeloupe, French Guiana, Martinique, Réunion, Mayotte, Monaco, Saint Pierre, Wallis and the Futuna Islands and New Caledonia)
    • Germany (excl. Island Helgoland and area of Busingen)
    • Ireland
    • Italy (excl. Campione d’Italia, Livigno, San Marino and Vatican City)
    • The Netherlands
    • Norway
    • Spain (excl. Canary Islands, Ceuta and Melilla)
    • Sweden
    • Switzerland
    • United Kingdom (excl. Isle of Man, Jersey and Guernsey)
  • What are your shipping prices?

    Click here to find the relevant shipping prices for your country.

  • Do you offer free returns?

    Yes, we offer free returns for all countries within the EU! Read more about returns here.

  • How do I return my product(s)?

    We've made the returns process as easy as possible. Just go to our Returns section to find instructions on how to return your products.

  • Can I exchange my product(s)?

    We offer free exchanges to all countries within EU. Simply contact our Customer Care and we'll take care of it.

    Unfortunately, due to customs costs, we do not offer exchanges for countries outside the EU.

  • How long after delivery do I need to return?

    You can return your products within 14 calendar days after you receive them.

  • How long will it take for the money to be on my account if I return something?

    Our aim is to get your refund to you as quickly as possible. We’ll usually process your refund within 3 days of receiving your parcel or evidence you have sent it. As soon as that’s done, we’ll send you an email to let you know your refund is on its way. After you’ve received the email, please allow another 5–10 working days for the refund to be credited to your account. This time period depends on which bank or card issuer you have and is unfortunately out of our control. Usually, you will be refunded in the same form of payment you originally used for the purchase. If this is not possible, we will immediately contact you to arrange an alternative refund method.

    If you haven't received your refund within the expected time, simply contact Customer Care.

  • Have you received my return?

    We’ll send you an email once we’ve received and processed your return telling you that your refund is on its way. If you don’t receive this email within a week of returning an order, simply give us a call.

  • I can't place an order – what am I doing wrong?

    If you’re having problems placing an order, double check that all your information is filled in correctly and that you meet the requirements for the payment option you choose.

    If you're still experiencing problems, simply contact our Customer Care.

  • How do I pay for my order?

    We have a number of different payment options that you can choose from:

    • VISA
    • MasterCard
    • Amex (excl. France)
    • Maestro (United Kingdom only)
    • PayPal
    • iDeal (The Netherlands only)
    • Real Time Banking / Sofort Banking (Austria, Belgium and Germany only)
    • Klarna / Invoice (Sweden, Germany, Austria, Netherlands, Finland and Denmark only)
    • VISA/Dankort (Denmark only)
    • Carte Bleue (France only)

    Unfortunately, we can only accept the payment methods specified above. If you try to pay by any other methods, we can’t be liable for any loss of payment or any other damages incurred.

    Read more about payments here.

  • How do I search for my order?

    If you placed your order as a registered customer, you can log in here and search for your order.

    If you placed your order as a guest, simply call our Customer Care.

  • An item is missing from my order. What should I do?

    We do our utmost to make sure you always receive exactly what you ordered. If something is missing from your order, we sincerely apologize. This means something has gone wrong when picking and packing your order.

    To sort everything out, simply contact us and we will make sure you will get the missing item or a refund.

  • Is it safe to order online?

    In order to protect your information, peakperformance.com uses one of the most secure online ordering systems on the market, and we're constantly researching and improving our software to make sure we offer the highest possible security at all times.

    We utilize Security Socket Layer (SSL) technology; one of the most secure systems for ordering online that allows encryption of your potential sensitive information, such as your name and address and critical personal information such as credit card information. Your information will be encrypted from the moment you enter it, and your personal information will not be saved on a public server. That means that information passed between you and our website cannot be read in the event someone else intercepts it. The SSL technology provides an authentication that assures your browser that your data is being sent to the correct secure computer server; an encryption that encodes all data, so only the secure server is able to read it; and a data integrity that checks that the transferred data has not been altered.

    Find out more about safety and security in our Privacy Policy.

  • Product-related

  • How can I find out my size?

    Take your measurements and visit our Size Guides to find your size. If you're still unsure of your size, contact Customer Care and we'll be happy to help you!

  • Where can I find more information about your materials?

    On each product page, you can scroll down to read about the features and materials used in that garment. If you want a complete overview of our materials and technologies, simply visit our Material Guide.

  • How should I wash my product(s)?

    On each product page, you can scroll down to the middle of the page to find out how to wash that specific garment.

  • My product is faulty, how do I make a claim?

    When we ship your products, we do our best to make sure that the products are top quality and in perfect condition. If you receive a defective product or there’s inconformity with your order, simply return the defective product and we’ll refund you the purchase price and all delivery costs as soon as we process your return. Alternatively, you can choose to keep the product and ask for a price reduction. Please note that products that are damaged as a result of wear and tear are not considered to be faulty.

    Please make the claim as soon as you discover the defect. Any notice given within a period of two months after you discover the defect is considered a timely notice, but in certain cases, a longer period may be allowed under applicable law. Simply contact us and we will arrange for the product to be collected by a courier. If you want to place another order, we will be happy to assist you!

  • Site-related

  • Do you have a store I can visit?

    Maybe we do! Visit our Store Finder and search for a store in your location to find out.

  • How do I search for a product?

    The easiest and fastest way to search for a product is to use the search field in the top right of this webpage. If you can’t find what you're looking for, simply contact us.

  • How do I use my promotion code?

    Sometimes, we offer our customers promotion codes (or voucher codes, as we also call them). These are certain codes or code words such as "DISCOUNT", which may give you a price reduction on a certain style or the whole order, or offer you free delivery.

    To use your promotion code, make sure to type it into the appropriate text box in the checkout, and hit "Apply" to apply it to your order. Please be sure to check that it is applied at this point as we can’t apply it to that particular order or amend your payment later on (although you may be able to use it on a subsequent order).

    If you have any problems with your promotion code, simply contact our Customer Care.

  • How do I create an account?

    It’s super easy to create an account and it improves your shopping experience with us. To create one, just go to the Login Page and fill in your personal details. Don’t worry, your information is safe with us.

    Having an account with us gives you a faster checkout, the ability of saving addresses, tracking orders and managing promotional offers.

    Any problems with your account? Simply contact Customer Care.

  • I'm having problems with my account, can you help me?

    Of course we can! Just contact us and we'll help you ASAP.

  • How can I get information on your latest news and promotions?

    To get our latest news and promotions, sign up for our newsletter. It's really simple, just fill in your email address in the bottom of the start page and you're signed up!

  • I want to work at Peak Performance. Where should I look?

    To read about careers at Peak Performance and current job openings, please visit our Career Page.

  • I want to become a Peak Performance Franchisee?

    To read more about Peak Performance franchising and how to become a franchisee, please visit our Franchising Page.

  • How do you work with Corporate Responsibility?

    At Peak Performance we have a long-standing love for the outdoors. Naturally, we are passionate about topics that impact the welfare of the environment and climate change is one of them.

    To read about how we work with Corporate Responsibility, visit our Corporate Responsibility Page.

  • Who is responsible for Marketing & Public Relations?

    You can find the list of contacts for PR & Marketing here.

  • Other

  • My question is not in this list...

    If you can't find the answer to your question in the list above, simply contact Customer Care.