Frequently Asked Questions and Answers
Selecting, purchasing, returning workwear products and PPE
- Who can I contact for help?
The Customer Service Team is available on working days from 9 a.m. to 18 p.m. (Finland time), Monday through Friday. You may reach us by phone at +358 46 5791038 or by email at hello@allworkgear.com.
You may also contact us via WhatsApp after these hours. We may be able to answer.
- How do I know if my online payment is secure?
We do not store, process, or have access to credit card information when you use our website. Stripe, a VISA/Master Card certified payment provider, handles all card processing, and card information is entered straight into their secure servers.
PayPal payments (also accepting VISA/Master Card) are securely handled straight by PayPal.
- Can I amend an order once it has been placed?
You can amend or cancel your purchase as long as it has not been processed and shipped.
Order processing means placing an order with the manufacturer, which obligates us to pay for the products in the order.
Depending on when you submitted the order, processing may begin the same day or the following day.
We urge that you contact our Customer Care Team as soon as possible if you wish to change or cancel your order.
- How do I track my order?
After your item has been processed and shipped, you will be issued a tracking number. If you have any questions about tracking or are worried about the status of a delivery, please call our Customer Service Team at +358 46 5791038 or chat on WhatsUp, specifying your order number, and they will be able to assist you.
If your order was sent from Finland, it may be monitored at www.posti.fi. Alternatively, you may trace the order using a worldwide tracking service, such as https://www.17track.net, or a local tracking service in your destination country.
- Do you provide international delivery?
Yes, we send orders globally to all EU countries and some non-EU countries.
We do not deliver to some non-EU countries owing to customs clearance complications.
If your country of destination is not listed, please contact our Customer Care Service to find out if we can ship to it.
What are the delivery charges?
All EU orders above €200 (excluding delivery charges) are dispatched free of charge.
The delivery charge for EU orders under €200 is €19 for a parcel weighing less than 1kg. The fee will rise by €3 for each additional kg of the order.
The delivery charge for most non-EU orders is €19. The fee will rise by €3 for each additional kg of the order.
The shipping price will be determined during the checkout process, so you will see it before any money is charged to your payment method.
- How long will my order take to arrive?
If an item on our website is in stock and ready to ship, we will do our best to ship the order the following day. The order will be dispatched by Finnish Posti from Finland (Postal Service).
We will need 2-3 days to order products that are not in stock from the manufacturer. The order will then be dispatched from the place of manufacture (typically Denmark or the Netherlands) or by a third-party fulfilment provider in an EU country.
The delivery time to your shipping address is dependent on the country. Orders in most EU countries are delivered within 10-12 working days.
If your item has been shipped to a non-EU country, please allow for customs clearance, which might take 2-3 days or longer.
- How do I return an item for exchange or refund?
Before returning any products from your order, please contact our Customer Care Team.
Depending on the circumstances, there are certain rules for returning products.
Please see the Delivery & Returns page for further information.
If you are returning an item for a replacement, you must place a new order for the replacement item.
Please ensure that returned products are in their original, resaleable condition. Please include all swing tags and packaging, and avoid placing tape on branded packaging, such as boot boxes, since it ruins them.
If an item is returned for a complete refund, the money will be refunded back to the original payment method upon receipt. We will only process refunds through the original method of payment for your security.
Returns are your responsibility until they come back to us; thus, we recommend that you add insurance to the parcel when you return it back to us to cover any potential loss in the postal system.
- My item is faulty, what can I do?
Please contact our Customer Service Team in the first place to describe the situation, and we will be able to advise you on the best course of action.
Typically, we will request that you return the item(s) to us for inspection, and if the defect/damage is not immediately evident, it may be necessary to send it to the manufacturer for additional evaluation.
In this case, it may take some time to fix the issue, but we will always make every effort to handle the issue as soon as possible for you.
When returning damaged items, please provide the following information:
- The order number (if you have it)
- Your entire name and contact information
- A thorough description of the issue
Please ensure that the item(s) returned to us are clean and ready for personnel to handle. Goods returned in a filthy or unsanitary state may be refused.
Please see the Delivery & Returns page for further information.
- How do I know what size to order?
Sizing differs somewhat across manufacturers. We endeavour to give sizing recommendations and information whenever feasible, but if in doubt, please call our Customer Service Team at +358 46 5791038 or chat on WhatsUp.
Read more in ‘Size Guide‘ page for ENGEL Workwear products.
- Do you provide samples?
We cannot give free samples, however if you are a B2B buyer and would like to trial an item before purchasing a large quantity, we can send you one item to try.
Payment will be charged initially, but you may return the item to us for a refund if you so want. We will charge you for shipping if you request a sample (s). The item’s cost cannot be returned (unless the item is faulty).
Goods purchased as samples (which should be clearly noted on the invoice/purchase order) must be returned at the customer’s expense within two months. Otherwise, a 20% return fee will be applied to the invoice amount.
- Can I add a pattern or embroidery to my garments?
Absolutely, almost all of our working clothing can be embroidered or printed (please also check product description). Please contact us beforehand and provide us the image as well as the print or embroidery sizes.
When providing your own logo or branding, there may be a one-time artwork charge. There is no embroidery setup for basic letters. Fill out our Embroidered Service Inquiry form and we will get back to you as soon is possible, or call a member of our Customer Service Team at +358 46 5791038.
If you are unclear about the size or appropriateness of the clothing, we recommend obtaining a sample (see above). We cannot accept embroidered clothing back for refund or exchange unless they are defective.
- Do you offer quantity or bulk discounts?
Yes, we do provide discounts for purchasing several units of a single product. If you want to purchase in larger quantities or want contract pricing, please call or chat with us at +358 46 5791038 or send an email to orders@allworkgear.com.
We can ship bulk orders both inside and outside of the EU (but not to every non-EU country). Please contact or chat with us on +358 46 5791038 to discuss your needs, or send an email to orders@allworkgear.com.