If you placed an order through fjallraven.com for one of our Kånken backpacks, you should have received a confirmation email with an order number (FW...) soon after placing the order. If you have not received this confirmation, please check your Spam/Junk folder and double check the email address that you entered at checkout. If you need further help finding your order, please Submit a Request below to contact our Customer Service Team.
If you received an order number in any other format than the one above, then the order was likely placed through a third party site. We have a number of authorized third-party resellers that we partner with. If your order was placed with any of these verified resellers (Nordstrom, Urban Outfitters, Zappos, etc.), you'll need to reach out to that seller directly with questions about your order.
Please note that any orders placed through Fjallraven NA (www.fjallraven.com/us/en-us) will ship from within the United States or Canada (from either our Aurora, CO warehouse or our Kamloops, BC warehouse, or from one of our retail stores). If the tracking on your order indicates that your items are shipping from a different country, that's a red flag that the site/seller was not legitimate.
There are unfortunately many sites that are not authorized sellers of our products. Please consult our Counterfeit Products and Websites article for more information about counterfeit sites.
Signs that your order might be from an unauthorized site or seller:
- If the backpack(s) you ordered were advertised at a steep discount
- If the site/seller isn't listed on the Verify Reseller tab of our Store Locator page
- If payment for your order was processed through Paypal
- If the tracking information you receive for your order indicates that it shipped from outside the United States or Canada
- If the courier shipping your package is not FedEx, USPS, or Canadapost
If you purchased from an unauthorized site pretending to be affiliated with our brand, we unfortunately won't be able to help with your order. However, we have several steps that we recommend to help bring resolution to your situation.
If you have not received any product from your order, or if you believe the items you received are counterfeit or illegitimate, the best course of action is to notify your bank or credit card company and dispute any charges associated with your order. Report the site or vendor as fraudulently selling counterfeit goods, and based on the policies of your bank or credit card company, you should be able to get any charges reversed or reimbursed. If you paid using Paypal, it's easy to Open a Dispute for investigation.
For any other questions or concerns about a potential counterfeit Kånken order, please reach out to our Customer Service team by Submitting a Request below.