Eider Reviews 100

Great products but awful customer service. I need to return an item - they can't give me a returns label. Nobody answers email, nobody answers live chat, nobody answers telephone....

Update 8 March: still no refund. You guys shouldn’t be selling on the internet if you can’t manage returns.

Update 19 March: still no refund, still no email or contact from Eider (which is a sister company to Snowleader).

I have been trying to contact Eider/Snow leader over the past 4 days by email and phone and no response whatsoever. Trying to return items and their returns process is not intuitive and doesn’t seem to work. Very frustrated….

Scammers. No delivery for items ordered for £1.3k, no response for over a week now, will be claiming the money back through my credit card company and reporting them to trading standards! Absolutely appalling experience!

I ordered a coat nearly three weeks ago, paid in full, and it has never arrived.

The courier (Evri) has formally confirmed the parcel is lost, yet despite repeated emails, Eider/Snowleader have stopped responding entirely. I have been polite, patient, and clear that I simply want a refund now that the item is lost and far too late to be useful.

Instead, I’ve been told an “investigation” can take up to 30 days, while they continue to hold my money for goods they have failed to deliver. That is completely unacceptable.

Customer service has been shockingly poor — long delays, no updates, and now complete silence. Judging by other reviews, this is not an isolated incident.

It’s especially disappointing as I previously owned an Eider coat for over 12 years and expected far better. Sadly, this experience has destroyed any confidence I had in the brand.

If you value your money or your time, look elsewhere.

I registered a return and received an email telling me to wait for the return documents. Have then had radio silence and no contact from them, despite multiple attempts to chase up the documentation via the contact form (and also trying to directly email). I believe Eider are a major brand (and I am a fan of their gear) but the lack of responsiveness (compared to a normal retailer) is just so bizarre and creates a massive distrust.

Like others' complaints about delivery, I faced the same issue. I placed an order on 27 Nov and received an email from DPD to deliver on 2 Dec. Then another email on 2 Dec informing about late delivery without specific day. I received the last email on 6 Dec informing that the parcel won't be delivered and please contact Sender for further information. I filled in customer service form but no response after 2 days. I called several time via phone and finally reached out to them. They said that they would investigate the case, but bare in mind that the waiting time would be long and depends on forwarder. I asked to cancel the order but it's not allowed. In the end, another email sent to me indicating that the process might be up to 30 days. Such a joke! Please avoid this company!

Do not order, this is the worst company to deal with. No means to contact the owners and money is stuck with them for months on return of goods.

Very poor communication from the owners or customer service. Stay away and order elsewhere more reputable!

Customer Service is unresponsive. I have tried asking for a returns label though the live chat function and contact us form on Eider and Snowleader websites. Emailed Eider and messaged both Eider and Snowleader through Facebook and Instagram. I have also spoken to Eider customer services on the phone. After being told they would immediately send me a returns label, I am still waiting. There is no option to select a return in My Order in my Eider account. Can Eider please send me a return label?

great products. great service.

O didn’t receive my parcel after 2 weeks ago. It’s too slow. Please tell me where is my parcel. I don’t know how to track the parcel because the website always tell me something was wrong.

Ordered a winter jacket in 2 sizes. Ordering was difficult, as the payment went wrong multiple times (trying credit card, Maestro, ...). Finally worked.

Received jackets. Seemed like good quality, materials felt nice. Tried one outside during cold temperatures. Felt as it gave no warmth. Strange, this was a Gore-Tex jacket with 80g PrimaLoft, same as my existing The North Face jacket.

Decided to return both. Did get my money back after > 1 month. Customer support was unreachable. Finally tried to contact Snowleader (the parent company) and got in touch with them over Facebook. Phones weren't picked up, chat was unavailable.

Not a nice experience.

beware of this website. They cancelled my order within hours claiming it is not in stock due to an error. more then 10days later I still havent got my money back (>200E). the customer service is not responding to emails and at the phone they claim cant do anything but write an email to their refund department- which is the non responding one! They dont even have in place a method to make complaints, I am not surprised otherwise it would be full! Is a disgraceful shop, a real fraude and awful support

Ordered 2 rain jackets directly on the Eider website. Correct delivery of the product, however, their sizes are very small so we've requested a replacement for a bigger size as they didn't fit.
Initial response took a week. Although on the paper included with the delivery it is stated that returning products is free and that an exchange is possible, Eider said by email that only refunds are possible, we had to pay for the return and we had to order the bigger size separately. In the meantime the promotion on the website was terminated, meaning we even had to pay extra to just have an exchange. It seems Eider had no customer service at all... Avoid their webshop.