Frequently asked questions
Order and shipping
We process orders quickly, so we are unable to change or cancel an order once it has been placed. You can return items within 30 days of delivery. Once we have received and checked your return, we will refund the amount to your original payment method. You can find all the important return information at https://www.deuter.com/de-en/service/return/.
In Germany, delivery usually takes 2–3 business days; within Europe, it takes approximately 5–6 days. Orders received by 12 noon, Monday to Friday, usually ship the same day. As soon as your parcel leaves our warehouse, you will receive a shipping confirmation with a tracking number and your invoice. You can find delivery times by country at https://www.deuter.com/de-en/service/payment-delivery/.
We are sorry about that! Register your return easily via our online returns form and state that you received the wrong item. Attach the return label to the parcel and send the item back. If you still want the item you ordered, please place a new order for it.
Please email us at shop@deuter.com or use our contact form. Include your order number and your full name.
Direct exchanges are unfortunately not possible. Please return the item within 30 days of delivery and place a new order for the product you want. Once we have received and checked your return, we will refund the amount to your original payment method.
Register your return via our online returns form. Attach the return label to the parcel and send the items back within 30 days of delivery.
You can pay with Visa, Mastercard, or PayPal. Invoice payment via Unzer is available in Germany and Austria, subject to eligibility. The payment methods available for your order are displayed at checkout.
You will receive your invoice by email together with your shipping confirmation. If you have a customer account, you can also view your invoice there.
As soon as we have received, checked, and accepted your return, we will inform you by email. We refund the amount to your original payment method.
Yes, you can place an order on deuter.com without a customer account. A customer account offers additional benefits, such as viewing previous orders, tracking shipments, accessing your invoices, a faster checkout, and more.
We do not currently offer gift vouchers for our online shop.
Repair and recycling
We repair deuter products only; we do not repair third-party brands. Repair options vary by product group:
- Backpacks: Zippers and side-release buckles can be replaced. Holes can be repaired with patches.
- Sleeping bags: Seams can be closed and zipper sliders replaced. Zipper teeth and zipper tape cannot be repaired.
- Child carriers: Carriers older than 10 years cannot be repaired. [Link to the Kid Comfort page]
- Trolleys: For the models Aviant Duffel Pro Movo, Helion, and Tramp, replacement wheels and housings are available.
deuter offers a lifetime repair service. Costs depend on the type of repair. We will inform you of the costs and only start the repair once you have approved them. See 'How do I send in my deuter product for repair?' for more details.
Empty and clean your product, describe the defect, and include your proof of purchase if you still have it.
- Bought in a store or from an online retailer? Contact your deuter retailer.
- Bought on deuter.com? Contact our customer service with your order or customer number.
You can find available spare parts at deuter.com or ask your deuter retailer. If you are unsure which part fits your backpack, our customer service team will be happy to help.
We do not offer repair kits for backpacks. If your backpack is torn or damaged in another way, our repair service will check whether and how we can repair it. You will find instructions for minor repairs and available spare parts on our website.
Please ask your deuter retailer about a suitable replacement daypack. Availability depends on the model, so please provide the exact model name and, if you have it, the article number.
We do not sell individual mouthpiece parts separately. A complete replacement mouthpiece may be available from your deuter retailer or online, depending on stock.
Please see our care guides:
Please proceed as follows:
- Log in to your Amazon account.
- Open the "My Orders" section.
- Select your order
- Click "Return or replace items" or "Problem with order."
- Select "Defective/Damaged" as the reason and follow the instructions.
Please send us your flight number and airline, photos of the defect, your proof of purchase, and the production number via our contact form. We will check repair options and then provide you with a document for the airline.
If your product cannot be repaired, deuter does not charge anything. However, your specialist retailer may charge processing and shipping fees. We recommend asking about any possible fees before sending in your product.
The legal warranty applies to the seller and is generally two years for new products in Germany. In addition, deuter offers a voluntary two-year guarantee from the date of purchase, covering material and manufacturing defects. Normal wear and tear and damage caused by improper use are not covered by the guarantee. Your statutory rights remain unaffected. Even after the guarantee period, you can use our repair service for a contribution to the costs, provided a repair is possible.
Yes, individual feathers can escape through the breathable fabric. Do not pull them out. Instead, gently push them back into the filling from the inside. This prevents the opening from getting bigger and more feathers from escaping. A few loose feathers do not affect the warmth of the sleeping bag.
Product-specific
Alproof models are Category II personal protective equipment (PPE). The EU PPE Regulation requires manufacturers to specify a limited service life for this product category. This requirement is not a technical limitation by deuter. It is based on the safety requirements and testing recommendations of TÜV SÜD, which certifies our system.
In addition to the electronics and airbag system, textiles, straps, and padding also age naturally, for example due to UV radiation, humidity, temperature changes, or mechanical stress. Because extreme forces act on the entire system in an avalanche, the complete unit must function reliably. The TÜV recommendation therefore takes into account the age of all safety-relevant components, not just the electronics.
- Maximum service life: 7 years from the date of manufacture
- Maximum period of use: 5 years from the first purchase date
The backpack generally remains functional beyond this period. However, for legal reasons, we can no longer guarantee PPE safety performance. TÜV does not currently offer an extension of the period of use through recertification, as this would require a comprehensive new safety assessment.
Rain protection depends on the model. Backpacks without specified rain protection can let water in through seams and zippers during prolonged rain. Use a suitable rain cover and protect sensitive items with waterproof bags. You can find out what protection your model offers on the product page.
No, under no circumstances.
You can find more information about child carriers here.
There are no official temperature ratings for children's sleeping bags, as no standardized testing method exists. As a guideline, single-layer sleeping bags are suitable for the double-digit Celsius range, and two-layer sleeping bags for the single-digit Celsius range.
The Little Star is single-layer. Since children cool down faster than adults, always dress your child according to the outside temperature.
CSR: production sites, working conditions, social standards, child labour, FWF
deuter works with only four production partners. Find out who they are and where they are.
In Germany, elaborate and technically high-quality sewing products can no longer be manufactured in line with market prices. In addition, it is hardly possible to find enough qualified personnel for this type of sewing work – each backpack is sewed together by hand from up to 220 parts. Today, almost no one is trained to work as a “bag maker” or “heavy duty fabric sewer” anymore.
The materials for high-quality backpacks, especially typical robust backpack tissue, are no longer available in Germany and Europe. The raw material suppliers usually follow the producer. This is exactly what happened towards Asia many years ago. If you wanted to manufacture the products in Germany, then you would have to import all raw material from Asia.
deuter is a European market leader, while Germany is still the strongest selling market. Ecologically and economically, it makes little sense to transport defective products over long distances. In addition, claims and repairs should take place as soon as possible so that you can quickly enjoy your products again. Our extremely low complaints rate allows the repair service to operate directly in Gersthofen.
The product development and design are carried out at the deuter company headquarters in Gersthofen in close consultation with athletes, mountain guides, customers and the retail trade. All deuter products are hand-stitched in Asia. We work with only two production partners who have been manufacturing our products for many years.
FWF stands for Fair Wear Foundation. The FWF is an independent verification initiative that works with companies and factories. The goal is to improve working conditions in the textile and clothing industry, especially in low-income countries. Since August 2011, deuter has been a member of the FWF and has therefore committed itself to following strict FWF working guidelines.
This includes the following points:
- No forced labour
- No discrimination at the workplace
- No child labour
- Freedom of association and the right to collective negotiations
- Living wages
- No overtime hours
- Safe and healthy working environment
- A legally binding employment relationship
We rely on many years of trust-based partnership with our suppliers. This gives us considerable influence over production and production conditions. Every 4–6 weeks, employees of our headquarters in Gersthofen visit the production sites in Vietnam. For one thing, this serves as internal quality assurance, but the working conditions on-site are also checked. We became a member of the Fair Wear Foundation in August 2011. As part of this membership, we regularly have our production sites reviewed by independent experts.
As part of our membership of the Fair Wear Foundation (FWF),we have committed to the FWF work guidelines. This also applies to our production partners. The employment guidelines include the prohibition of child labour. Employees may not be hired until they have exceeded school-age, and in no case if they are not yet 15 years old (in China even 16 years old). Adolescents between 15 and 18 years of age may not carry out work that can endanger their health and safety. For example, they may not carry out night work or any overtime work hours. As part of the FWF audit, compliance with these specifications is checked by independent auditors.
Environmental protection, bluesign®, materials, environmental projects, dirt bag
As part of the bluesign® membership that deuter started in 2008, we actively work on ensuring that our products and the entire product cycle, from planning on the computer to delivering to retail, are even more resource-conserving and environmentally friendly. As the first backpack manufacturer in Asia, our exclusive production partner Duke became our exclusive bluesign® system partner in the summer of 2010 and has also committed itself to strict standards. In addition, Duke is certified according to ISO 14001 and ISO 9001. Our sleeping bag manufacturer has also committed to the bluesign® standard. The bluesign® screening took place in April 2012.
A long product life cycle is the simplest and most effective contribution to resource conservation and, thus, environmental compatibility. Even decade-old products, if technically still possible, are repaired in our repair service in Gersthofen and made functional again.
Finally, the finished goods are brought from Asia to Hamburg by sea and from there to the Gersthofen warehouse by rail. The dispatch to the specialist retailer is handled by DPD in a climate-neutral approach.
deuter is the first German sports item manufacturer to join the European Outdoor Conservation Association (EOCA). EOCA dates back to an initiative of the European Outdoor Group (EOG) and is financed through membership contributions and donations. The association promotes various environmental projects with a six-digit contribution every year.
The prerequisite for a high-quality backpack is the use of the best materials. For a “deuter” to be able to endure absolutely anything, it is not enough just to use fabric that is well above usual quality norms. It also involves combining suitable materials effectively and creatively in order to design the backpack for a specific intended purpose.
The two most important materials are the synthetic fibres polyamide (nylon) and polyester.
bluesign® is the most stringent standard for environmental protection, occupational safety and consumer protection. At all stages of the production chain from raw material to finished product, the aim is to optimise the material use, energy and water consumption, handling of chemicals, noise, waste, waste water, and occupational safety.
The system behind the product sign guarantees a maximum degree of safety for the consumer and ensures that the products are manufactured with a responsible approach to resources and the lowest possible impact on humans and the environment.
Every textile product is the result of a comprehensive manufacturing process. This process requires raw materials and many other components, such as dyes and chemical agents. Tested and sustainably produced components are designated bluesign® APPROVED. This creates a seamless chain of sustainable materials and work steps from the raw material to the finished product.
A bluesign® PRODUCT is exclusively offered by brands that have committed themselves to the bluesign® system. Such a sustainable product consists of at least 90% bluesign® APPROVED textiles and 30% bluesign® APPROVED accessories. The goal is to achieve 100% components confirmed by bluesign®. The overall product guarantees a maximum degree of safety for the consumer.
Read more about deuter responsibility
SL label
Alongside the new logo, deuter also updated the labelling of SL products in March 2021. The plastic flower has been replaced by a cardboard label providing information on the SL-specific fit.
The new label visualizes the fit designed specifically for women and small persons: a shorter back, narrower shoulder straps and tapered hip fins. More information on our fit here.
Do you have another question?
Contact our customer service department, we will be happy to help you!