FAQs

We ship exclusively to addresses in Germany and Austria – including DHL Packstations and post offices. All parcels are shipped with DHL.

Shipping costs

• Germany: €6.00
• Austria: €10.00
• Free shipping from €50 order value (merchandise value after discounts)

All prices and shipping costs include statutory VAT. No customs duties or import fees apply.

Delivery time

Orders received on a working day (Mon–Fri, excluding Bavarian public holidays) are shipped within 48 hours. Orders placed on weekends or holidays ship on the next working day.

• Germany: 2–4 working days
• Austria: 3–5 working days

If we ship your order in several parcels, we cover the additional shipping costs. Gift cards are delivered digitally by email – free of shipping costs.

Shipping to other countries

Unfortunately we cannot ship to other countries at the moment. ZIENER products are available there from our specialist retailers – find one near you with our Shopfinder.

As soon as your parcel has left our warehouse in Oberammergau, you will receive a shipping confirmation by email with a DHL tracking link. Since we ship within 48 hours on working days, this email usually arrives very quickly.

Tracking data may take a few hours to appear at DHL after dispatch.

No shipping confirmation received?

• Please check your spam or promotions folder.
• If you have a customer account, you can also see your order status there.
• Otherwise, just send us your order number – we're happy to help right away.

Tracking says delivered but nothing arrived? Please check with your neighbours or the stated post office / Packstation, then contact us with your order number.

We ship orders within 48 hours on working days (Mon–Fri, except public holidays in Bavaria). If you would like to cancel or change your order (e.g. size, colour or delivery address), please contact us as quickly as possible at [email protected] or by phone at +49 8822 9206-0 (Mon–Fri, 8 am–5 pm CET) – always with your order number.

As long as your order has not shipped yet, we will try to make the change.

Already shipped?

Then cancellation is no longer possible, but you can easily return the items within 30 days of receipt via our returns portal (link "Retoure anmelden" in the footer and in your shipping confirmation). You can also declare your statutory withdrawal online at any time via the "Vertrag widerrufen" button in the footer.

Damaged parcel

Please check your parcel for visible damage on receipt and, if possible, report it to the DHL driver straight away – the report helps us claim against DHL. If the goods are damaged, simply register a return within 30 days in our returns portal and select the reason damaged: the DHL return label is free of charge, and you can choose a refund or an exchange. Your statutory rights remain unaffected in any case. Questions? Email us at [email protected] with your order number and photos.

Parcel hasn't arrived

• Check the DHL tracking link in your shipping confirmation – DHL may leave parcels at a post office, parcel shop or Packstation.
• If marked as delivered, ask your neighbours.
• If your parcel takes longer than the stated delivery time (DE 2–4, AT 3–5 working days) or is marked delivered but missing, email us with your order number. We will sort it out with DHL.

Parcel not collected or refused

The parcel will be returned to us. We will email you and arrange re-shipping or a refund of the purchase price.

You can pay conveniently and securely with:

• Credit card (Visa, Mastercard, American Express)
• Apple Pay and Google Pay
• Shop Pay
• PayPal
• Klarna (e.g. pay by invoice or instalments – subject to availability; Klarna runs an identity and credit check)
• ZIENER gift cards

The payment methods available to you are shown at checkout. Payment is due when the contract is concluded; for Klarna, the terms of the chosen Klarna option apply.

The contract is concluded with our order confirmation email. Didn't receive it? Please check your spam folder.

Refunds

Refunds are always made to the original payment method.

Gift cards

• Gift cards are delivered digitally by email, usually right after payment – no shipping costs. On request we send the gift card directly to the recipient.
• Redeemable only in our online shop, until the end of the third year after the year of purchase. Any remaining balance stays valid until then.
• Redeem the gift card at checkout; it cannot be applied retroactively. Several gift cards per order are possible; pay any difference with another payment method.
• No cash payout, no interest; gift cards cannot be used to buy other gift cards.
• Gift cards are transferable – please keep the code safe.
• Withdrawal: 14 days from purchase; excluded from the voluntary 30-day return right.

Discount codes

• Discount codes are only valid during the stated period.
• One discount code per order; not combinable with other promotions unless stated otherwise.
• No cash payout. Codes cannot be applied to orders already placed.

Tip: subscribe to our newsletter to hear about promotions. You'll also receive a 10% discount code for every verified product review – regardless of what your review says.

At ZIENER you have 30 days from receipt to return items without giving a reason. On top of the statutory 14-day right of withdrawal, we voluntarily extend the period to 30 days in total – for business customers too.

Conditions

For returns after the first 14 days:

• Items must be unworn, unwashed, unused and undamaged.
• Items must be complete with all tags attached.
• Ideally return them in the original packaging, sent within 30 days of receipt.

Return shipping costs are borne by you. For defective, damaged or wrongly delivered items the DHL return label in the returns portal is free of charge – simply select the matching reason.

Refund

Once your return has arrived and been checked, we will notify you by email and refund the amount to your original payment method. If you paid fully or partly with a gift card, that amount is credited back to the gift card.

Exchange

Need a different size or colour? No problem: within 30 days you can exchange your item easily via our returns portal (link "Retoure anmelden" in the footer or in your shipping confirmation). Choose exchange instead of refund and select the new size or colour. You can exchange the same item for another size or colour at the same price, as long as it is in stock (delivery address in Germany or Austria). If you would like a different item or the variant you want is not available, choose a refund and simply place a new order.

Exceptions

Gift cards are excluded from the voluntary 30-day return right; the statutory 14-day right of withdrawal from purchase applies.

Returns and exchanges are easiest via our returns portal (powered by 8returns):

1. Click "Retoure anmelden" in the footer of our online shop or in your shipping confirmation.
2. Enter your order number and email address and select the items. Choose whether you want a refund or an exchange for another size or colour. A return reason is optional but helps us improve our range.
3. Create a DHL return label in the portal. The cost is shown beforehand and deducted from your refund. If the item is defective, damaged or wrong, select that reason – the label is then free of charge.
4. Pack the items securely, attach the label and drop the parcel off at DHL.
5. Once your return has arrived and been checked, we will notify you by email and refund the amount to your original payment method.

Without the returns portal

You can also send the items back at your own cost with any carrier to:
Franz Ziener GmbH & Co. KG, Schwedengasse 5, 82487 Oberammergau, Germany.
Please include your order number.

Declare withdrawal online

You can also declare your withdrawal directly online via the "Vertrag widerrufen" button in the footer of every page. You will receive an acknowledgement by email right away.

Item defective, damaged or wrong? Within 30 days, simply register the return in the returns portal as well and select the matching reason – the DHL return label is then free of charge. After more than 30 days (warranty), please email us with your order number and photos at [email protected]; we cover return shipping for defective goods.

How to measure

Use a tape measure to measure the circumference of your hand at its widest point – around the back of the hand, excluding the thumb. The circumference in inches equals your glove size (1 inch = 2.54 cm).

Size chart women & men

Kids' gloves

For children, measuring the hand is most accurate; age and height are guide values.

Our tip

• Between two sizes? For warm ski gloves and mittens, choose the larger size – a small air cushion at the fingertips keeps you warmer.
• For close-fitting bike and race gloves, choose the smaller size.
• Wrong size? No problem – you have 30 days to return. Simply exchange it for the right size via our returns portal ("Retoure anmelden").

Full size charts are also available at ziener.com.

Proper care preserves the function and lifespan of your ZIENER products. Always follow the sewn-in care label.

Washing gloves

• Machine wash (30 °C symbol): gentle cycle at max. 30 °C in a laundry bag. Close Velcro, loops and zips, loosen elastic cuffs, remove inner gloves first. No fabric softener, no chlorine bleach, no wash-in waterproofer.
• Hand wash (hand symbol): remove light dirt with a soft damp brush or damp cotton cloth; to wash, rinse briefly in lukewarm water. No soap-based cleaners.
• Do not wash (crossed-out symbol): spot-clean only with a soft damp brush or cloth.

Drying

• Press water out from the fingertips towards the wrist – never wring.
• Roll in a dry towel and press gently.
• Dry lying flat in fresh air – never on a radiator, with a hair dryer, on underfloor heating or in a tumble dryer.
• Once dry, knead gently to make them supple again.

Leather

Leather gloves and leather palms can be treated with a leather care spray or cream. Dry leather in fresh air only.

Waterproofing

After washing, re-treat with a standard waterproofing spray. For DWR-treated models, the finish can be reactivated by gentle ironing if the care label allows.

Clothing with lavalan®

lavalan® wool insulation is washable: gentle cycle with wool detergent.

Storage

Store only when completely dry, dust-free, in a dark and dry place.

Re-proofing service for ski wear

Our partner MeyerundKuhl professionally cleans and re-proofs your ski wear so it is fully weatherproof again – bookable at online-impraegnierung.de. More care tips at ziener.com.

ZIENER online shop

In our online shop you can order ZIENER gloves, ski and bike clothing and accessories directly from us – with delivery to Germany and Austria.

Specialist retailers

ZIENER products are also available from many specialist retailers and their online shops – including outside Germany and Austria. Find a retailer near you with our Shopfinder. Please note: retailers set their own prices.

Spare parts and single gloves

Gloves are only sold in pairs. Spare parts are available depending on the product – email us with the product name or item number at [email protected] and we will check for you.

Outlet, warehouse sale, catalogue

We have no factory outlet, warehouse or sample sale and do not offer a printed catalogue. You'll find the current collection in our online shop.

Clubs and teamwear

For club kits and teamwear orders, please contact [email protected].

Our products are developed in Oberammergau and carefully tested. If something is wrong nonetheless, we're happy to help. How to proceed depends on where you bought the product.

Bought in the ZIENER online shop – within 30 days

• Simply register the return in our returns portal (link “Retoure anmelden” in the shop footer or in your shipping confirmation).
• Select the matching reason (e.g. defective/damaged or wrong item) – the DHL return label is then free of charge.
• You decide whether you want a refund or an exchange (same item, also in another size or colour, subject to availability; for deliveries to Germany and Austria).

Bought in the ZIENER online shop – after more than 30 days

• Email us at [email protected] or use the contact form.
• Please include your order number, a short description of the defect and photos.
• Statutory warranty rights apply: 2 years from delivery (for consumers). We cover the return shipping costs for defective goods.

Bought at a retailer

Please take the product and your receipt to the retailer where you bought it. The retailer handles the claim. If you no longer have the receipt, the retailer may be able to verify the purchase in another way.

Not covered by the warranty

Normal wear and tear, improper use or care (e.g. drying on a radiator) and self-inflicted damage.

Transport damage?

Please report visible damage to the DHL driver as soon as possible. If the item arrived damaged, you can return or exchange it free of charge within 30 days via the returns portal.