Wise Support

  • 1 - Delivery
  • 2 - Returns and refunds
  • 3 - Repair and warranty
  • 4 - Contact us

1 - Delivery

Rappel date de livraison

Soucis de livraison

Suivi de colis

You can follow all the production stages of our items as well as the estimated delivery dates by going to...
If you have placed a pre-order, the estimated delivery date is noted on your confirmation email. Please note, if you...
In this case, we invite you to contact us directly: by email giveme5@wisetrailrunning.com or by phone +33 7 52 06...
In the case of pre-orders, we may anticipate shipping logistics a little when we are preparing to receive the production....
In this case, you will find in this email a tracking number and a link to track your package.
If your product is not pre-ordered, you should receive notification of logistics support within 24 hours. If you haven't received...

I am looking for delivery dates for pre-ordered items.

You can follow all the production stages of our items as well as the estimated delivery dates by going to the pre-monitoring tab or by clicking right here

I no longer know when I should receive my package?

If you have placed a pre-order, the estimated delivery date is noted on your confirmation email.

Please note, if you have pre-ordered several products, we wait by default until all the products are available before making only one shipment.

This significantly reduces our environmental impact linked to logistics.

However, if you can't wait because you have a race, adventure, vacation or other planned, let us know at giveme5@wisetrailrunning.com and we will do what is necessary to sequence the shipments!

My package is announced as delivered but I have not received anything

In this case, we invite you to contact us directly:

  • by email giveme5@wisetrailrunning.com
  • or by phone +33 7 52 06 08 69
We will take care of finding the problem and the solution that goes with it ;)

I received a support message and then nothing...

In the case of pre-orders, we may anticipate shipping logistics a little when we are preparing to receive the production.

We edit the labels and prepare the packages so that all you have to do is slip the product in, which generates a message that the order is being processed.

This phase rarely lasts more than a week. If the notification is more than 7 days old, don't hesitate to come knock on our door to find out what's going on!

You can contact us:

  • by email giveme5@wisetrailrunning.com
  • or by phone +33 7 52 06 08 69

I received a support message in my mailbox

In this case, you will find in this email a tracking number and a link to track your package.

I still haven't received shipping information

If your product is not pre-ordered, you should receive notification of logistics support within 24 hours. If you haven't received anything, there may be a problem. If this is your case, do not hesitate to contact us by email giveme5@wisetrailrunning.com or by telephone +33 7 52 06 08 69

2 - Returns and refunds

C’est quoi les pochettes Hipli

Remboursement

Un problème de taille ?

Ouch ouch ouch, so you are probably disappointed! No matter how hard we try, sometimes we just aren't up to...
We do not offer exchanges. In order to change size, or find a new product, we invite you to place...
It's very simple: Just fold it on itself and drop it in any mailbox! But above all, above all… YOU...
So yes, we know, we size rather small… But be aware that certain products are made to be worn in...

I would like to be reimbursed!

Ouch ouch ouch, so you are probably disappointed! No matter how hard we try, sometimes we just aren't up to it! In this case, give us a chance to understand what went wrong by telling us about your misadventure: by email (giveme5@wisetrailrunning.com) or by phone +33 7 52 06 08 69. If you really don't want us talk… sniff… in this case, go here: https://www.wisetrailrunning.com/a/returnzap

I want to change size

We do not offer exchanges. In order to change size, or find a new product, we invite you to place a new order and return your purchase to us within the next 30 days via the following link: here

What to do with the cover?

It's very simple: Just fold it on itself and drop it in any mailbox!

But above all, above all… YOU MUST NOT THROW IT AWAY!!!!!

Did I choose the right size?

So yes, we know, we size rather small… But be aware that certain products are made to be worn in a fitted manner (notably the Sherpa).

It is therefore completely normal to feel tight at the first pass, especially since the product adjusts slightly after a first pass in the machine.

On the other hand, our products are always very comfortable! So, if you feel uncomfortable at first pass, it’s because it’s indeed too small!

If in doubt, you can refer to our size guide in the product sheet.

3 - Repair and warranty

Garantie des produits

Service de Réparation

Contact us: either by email (by sending us photos) either by telephone +33 7 52 06 08 69 so that...
If during “normal” use of the product, it loses functionality, wears out abnormally quickly or begins to function less well...
All our products are guaranteed for 10 years, under “normal” use. Of course, this remains at our discretion! But we...
We guarantee our products for 10 years, we undertake to repair or exchange your product free of charge when its...
We entrust the repair to Goodloop and its group of seamstresses specialized in mending adventure clothing. To find out more,...
During your various adventures, you may have the opportunity to damage your product. No worries, we can fix it! Contact...

How do I use my warranty?

Contact us:

  • either by email (by sending us photos)
  • either by telephone +33 7 52 06 08 69 so that we can understand what is wrong and we will exchange your product

When can I use my warranty?

If during “normal” use of the product, it loses functionality, wears out abnormally quickly or begins to function less well than it should, we undertake to repair it for you at our expense. Our products are guaranteed for 10 years.

How long are the products guaranteed?

All our products are guaranteed for 10 years, under “normal” use.

Of course, this remains at our discretion! But we are not mean, rather conciliatory ;p

How much does it cost ?

We guarantee our products for 10 years, we undertake to repair or exchange your product free of charge when its use is compromised for the following reasons:

  • a seam becomes unstitched or frayed
  • pockets become loose or torn
  • the elastic of the shorts relaxes
  • the closing point of the front pocket breaks
  • a broken stick door clip
  • the drawstring breaks

On the other hand, anything which does not compromise the proper use of the product and which is simply linked to the work of time, is not subject to warranty:

  • wear of the material (pilling, stitched thread on the material, scratches, etc.)
  • screen printing that patina
  • silicone rubber bands that wear out

In cases where the material is punctured or torn, for example during a fall or an unfortunate encounter with tough barbed wire, we offer a repair service at a single price of €19 (we cover 50% of costs). repair costs).

Who repairs my product?

We entrust the repair to Goodloop and its group of seamstresses specialized in mending adventure clothing.

To find out more, go here :

https://goodloop.fr/

A bunch of Piranhas and a saber-toothed tiger tore a hole in my t-shirt. What to do ?

During your various adventures, you may have the opportunity to damage your product.

No worries, we can fix it!

Contact us:

  • either by email (by sending us photos) to giveme5@wisetrailrunning.com
  • or by telephone +33 7 52 06 08 69
We will explain the procedure to you!

4 - Contact us

Partenariat

Partenariat Evénementiel

Relation presse

Service client

You are in contact with a clientele of trail runners/hikers and you want to equip yourself with good eco-responsible equipment!...
We know how being a race organizer is a real challenge and a real commitment! We are not very big,...
You will find photos and a lot of information right here: And if necessary, you can contact Guillaume on 06...
You can contact us: either by email to giveme5@wisetrailrunning.com (we will respond within 24 hours) or by telephone at +33...

I am a guide, mountain guide or outdoor professional

You are in contact with a clientele of trail runners/hikers and you want to equip yourself with good eco-responsible equipment!

Good idea to come to us! We offer you a 20% discount upon presentation of professional proof.

For that :

  1. use the promo code “OutdoorExpert2022” to order
  2. send us your professional proof to giveme5@wisetrailrunning.com . We will send you your order subject to valid proof (valid, consistent name and delivery address). Otherwise, we will refund you!

Do you partner with races?

We know how being a race organizer is a real challenge and a real commitment!

We are not very big, but our hearts go out to you and we have thought of different ways to help you!

To find out more about the partnership conditions, contact us at:

giveme5@wisetrailrunning.com

Where to find a press kit and who to contact?

You will find photos and a lot of information right here:
And if necessary, you can contact Guillaume on 06 45 59 84 56!

Contact us

You can contact us:

  • either by email to giveme5@wisetrailrunning.com (we will respond within 24 hours)
  • or by telephone at +33 7 52 06 08 69