FAQ
Frequently asked questions
Lambskin footmuffs
For infant carriers, such as Maxi Cosis and pushchair carrycots, we have our Gastein footmuff in our range. This is the ideal size and shape for this and can be used for children up to around 1 year old. Our larger footmuffs are also suitable for pushchair prams. Due to the large number of different pushchairs, a different fur bag model may be more or less suitable.
If you have the feeling your child is getting sweaty in their footmuff (in our experience, this happens very rarely from autumn), you can open the footmuff or even remove the entire top panel and leave your child uncovered or cover him or her with a light blanket.
Lambskin works wonderfully as a pram underlay in summer due to its good moisture absorption and the fact that it cannot ‘overheat’.
Footmuffs can be washed on the wool cycle (gentle cycle) in cold water or at a maximum of 30°C. It is best to use our special shampoo with a moisturising effect, as the fur could otherwise be damaged.
Sheepskins
All advantages at a glance:
- 100% lambskin
- Warms in winter
- Prevents heat build-up in summer
- Temperature-regulating, moisture-regulating, breathable
- Self-cleaning, dirt-repellent, easy to care for
- Natural, soft and hygienic
Hides are a natural material and are subject to natural wear and tear, which can result in leather becoming hard or brittle.
Exposure to heat, strong fluctuations in temperature and excessive humidity over a long period of time may damage a hide over time.
Conventional washing is often not possible for lambskin, cowhide and leather products. This is because fur and leather remain biologically active and conventional detergents and soaps destroy these special properties of natural products.
Easy-care & self-cleaning
Natural furs such as lambskins and bull skins are self-cleaning, hygienic and antibacterial when exposed to fresh, oxygenated air. The following steps are often sufficient:
- on foggy days, hang outside out of direct sunlight
- shake out in the fresh air
- Brush up
If your fur product is dirty, we recommend cleaning the affected area with a cloth and lukewarm water. Never use too much water! This applies to lambskins, bullskins, slippers and leather gloves.
Which fur can be washed and which not?
All fur products that can be washed are labelled with a note on the label. If you are not sure, you are welcome to contact our customer service team.
Lambskin products for babies and health products are suitable for machine washing in most cases. But please note: Lambskin should always be washed at max. 30 °C, wool wash programme and with our special shampoo.
Shoes, slippers & socks
When choosing a size, you can refer to our size chart, which is included with our products. If a slipper or boot deviates from the size chart, it will be labelled accordingly.
Socks are subject to natural wear and tear depending on the level of stress, the nature of the surface and the movement pattern. This can cause holes to appear over time. Please note that wool fibres, e.g. merino or alpaca wool, are not designed for heavy wear on rough surfaces or sports.
The high quality of our products is very important to us. Our socks consist of a very high proportion of fine, natural alpaca wool. Alpaca wool is an extremely fine wool fibre, which gives the socks many advantages: skin compatibility, moisture transport, heat formation/reflection and much more.
As alpaca socks are a natural raw material, these natural fibres do not have the same robustness as synthetic fibres, for example.
Socks are a hygiene and utility product and cannot normally be exchanged. However, if a hole forms very quickly, please contact our customer service at shop@fellhof.com.
We recommend making our outdoor shoes made of suede or smooth leather water-repellent with a conventional waterproofing spray before wearing them for the first time this season. This protects them from snow, moisture and dirt. In the case of stains, a slightly damp cloth can be used to carefully treat the area in question. Then ventilate well at room temperature and allow to dry completely - otherwise the leather may tarnish.
Shoes with smooth leather should also be treated regularly with a leather grease or shoe polish.
This treatment gives your leather product the necessary care, protection and shine! Please note that leather grease should only be used very sparingly, as otherwise the leather may lose its breathability or the surface may become too sticky, leaving grease stains on other clothing.
Returns and exchanges
Your satisfaction and the quality of our products are very important to us. Of course you can return the product to us and we will be happy to send you a replacement after a successful inspection.
You should note the following when making a complaint:
To open a complaint procedure, please first send us an email to shop@fellhof.com with a photo of the affected area and the invoice.
We will get back to you as soon as possible with the next steps regarding a return.
The return: Please enclose the invoice and delivery note with the parcel containing the complete product and note the reason for the return in writing. Our quality management team will then review your case as quickly as possible.
You can find more detailed information on returns here:
If the product is unworn and still in its original packaging, you are welcome to send it back to us. Please note, however, that the return period is 14 days from receipt of the goods!
Please send the entire product back to us by post. Enclose the return slip in the parcel and note the reason for the return in writing. Our quality management team will then review your case as quickly as possible and credit the amount of your return to your account once the review has been completed successfully.
Your satisfaction is important to us - we therefore always endeavour to refund your money as quickly as possible. Please bear in mind that the postage may take a few working days, depending on the country.
As soon as we receive your return, it will be processed immediately by our quality management team. After a successful check, the amount will normally be refunded to the payment method you used within a few working days. Depending on the payment method, it may take a few additional days for the refunded amount to appear in your account.
Would you like to exchange a product? Please send the product back to us and place a new order. This will shorten the returns process and you will receive your new Fellhof product much faster. You will also be refunded the money for your return immediately.
Advantages for you: You receive your new delivery within the regular order time and don't have to wait for your return to be processed. This saves time, especially during our peak season.
If you have any questions, our customer service team is always happy to help:
It's best to send us a message to shop@fellhof.com
General questions
It's so easy to order in our online shop:
Step 1: Add the desired item to your shopping basket by clicking on the ‘Add to basket’ button.
Step 2: Then click on ‘Place order’
Step 3: Then log in to your customer account. If you do not have a customer account, you can create one in this step under ‘I am a new customer’ or continue without a customer account.
Step 4: Check your delivery and billing address again and select your preferred payment method. You have the choice:
- Prepayment
- Mastercard
- PayPal
- Visa
- Purchase on account - Klarna
- Instant bank transfer - Klarna
Step 5: Now you can enter a voucher code that you have either previously acquired through a voucher purchase or received through a promotion.
Step 6: You have additional information and want to tell us something else? Great, enter it in the ‘Additional information’ field right away!
Step 7: Read our terms and conditions, privacy policy and cancellation policy carefully. Then tick the box ‘I have read the terms and conditions and agree with them.’
Step 8: Now you can send the order by clicking on ‘Order with obligation to pay’.
Step 9: Once your order has been successfully completed, you will immediately receive your order confirmation by email. Now you can look forward to receiving your order.
All our products are absolutely free of harmful substances.
Our baby lambskins & baby products are medically tanned and OEKO-Tex certified.
Our classic lambskins are tanned using trivalent chrome salt tanning - this has been proven to be absolutely harmless. The dyes used are of course also completely free of harmful substances and are intended to be worn directly on the skin.
Quality and product safety are very important to us, especially when it comes to fur products that are intended for the smallest members of the family.
We can assure you that all our products - whether certified or not - are absolutely free of harmful substances and are of the highest quality.
Our products are (regularly) tested by Oeko-Tex immediately after production. You can find out more about the procedures & Oeko-Tex here.
We hope we were able to dispel your concerns & hope to have convinced you of us as a brand.
Delivery & Shipping
Delivery usually takes between 1-5 working days depending on the country of delivery.
Here you can find the most important delivery times for the different countries:
- Austria: 1-3 working days
- Germany: 3-5 working days
- Delivery zone 2 (IT, BE, NL, LUX, SL, SK, HU, CZ): 3-5 working days
- Delivery zone 3 (DK, FI, FR, SE): 5-8 working days
- Outside EU - countries subject to customs duties: 6-11 working days
For customers from Austria and Germany, shipping of our products is free of charge from an order value of € 55.00! For customers with a delivery address in Switzerland, shipping is free of charge from an order value of CHF 100.00.
Below that, the following shipping costs apply:
- Austria: € 6.50
- Germany: € 8,50
- Switzerland: CHF 12.50 (shop.fellhof.com/ch)
All other delivery countries can be found here:
Easy payment at Fellhof. With us, you can not only order conveniently online, but also pay as easily as possible. The following payment options are available to you.
- Visa
- Master Card
- PayPal
- Instant bank transfer (Klarna)
- Prepayment
- Purchase on account (Klarna)
Enter your e-mail address for the respective product and you will be notified as soon as this item is back in stock! You will find the field directly on the product detail page under the item description.
We always endeavour to dispatch your order as quickly as possible! For this reason, the processes are largely automated and a change is therefore only possible in exceptional cases. It is best to contact our customer service team immediately at shop@fellhof.com - we may still be able to take the change of address into account.
Gloves
Lambskin gloves are individual, as each pair is unique and made from natural lambskin. The natural lambskin can vary in density and hair length and the stretchability of the leather is not always the same because it is a natural product.
This means that two pairs of gloves of the same size may feel differently large/tight. However, the gloves adapt to your own hand over time.
We recommend ordering the gloves in your usual size and trying them on. Lambskin gloves are unique because they are made from a natural material. If the glove is unworn (not used), an exchange within the return period is not a problem.
Please measure the widest part of your hand. Measure the circumference of your hand over the knuckles without the thumb. This circumference corresponds approximately to the glove sizes.
Lambskin is a natural product that reflects body heat. If you or your child's hands are warm when you slip them on, they will normally stay warm for a long time, especially if you are moving around. If your hands are already cold when you slip them on, the lambskin will not be able to store or reflect the heat properly. If your fingers are already cold when you put on the gloves and you are then constantly on the move, the lambskin will help warm up your hands very well and keep them warm for a long time.
Gloves for sleeping children:
When the child is sleeping (e.g. in the pram), it is normal for body heat to drop a little when outside, especially in the extremities. In this case, we strongly recommend that you also put your hands and gloves under the fur bag or under a warm blanket. Lambskin supports heat generation and insulation, but cannot heat itself when the body temperature drops.
