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CUSTOMER SERVICE

Welcome to the ORTLIEB customer service

Sustainability is more than just short journeys, saving resources and recycling. Sustainability also comprises longevity of products and reliable service from us – the manufacturer.
ORTLIEB products have the reputation of being extremely long lasting. However in case of a defect or wear of components our products are designed such they can be easily repaired. Defective parts can be easily exchanged, holes repaired, buckles replaced and straps renewed. Our in-house customer service can make repairs and your products fit for the next trip.
We also update older products or perform upgrades to current systems. We provide sets for carrying out repairs on the road. When a product is discontinued we ensure spare part availability for 10 years. Our 5 year guarantee ensures that defects regarding manufacturing or material are repaired free of charge.


 



I have a question regarding a product modification

You would like to have your product upgraded to the current systems? We offer you various options. For more information please see our price list for product modifications.
Check technical information regarding the topics materials, closure types, mounting systems and compatibility.
Find more answers in our FAQs.

 

I have a technical question

Check technical information regarding the topics materials, closure types, mounting systems and compatibility.

You will find more information in the instructions or tech spec sheet of the respective product.


 

I have a question and I am abroad (not located in Germany)

You will find our international partners and their contact information at ORTLIEB International. Please contact the distributor in your country.


 

I would like to return my ORTLIEB product for a repair job. How do I do this?

Please note: all products returned to us must be cleaned before sending them to our customer service. We can only guarantee an optimal repair/modification job or quality check-up if your product is clean. For dirty products we charge a 5€ service charge for cleaning. A standard freight charge of € 4.50 is charged. Please do not send products without postage!
We need the following information with your product:
– Your complete address
– Short description of defect or upgrade job you wish
– Date and receipt of purchase
– Maximum amount you want to invest for a repair job
– Agreement to general conditions of business for end consumers
Or include the filled out return shipment document for end consumers.

If you wish an immediate repair job without the 2-week term for revocation, please fill out the form immediate repair and include it with your shipment.

Our address:
ORTLIEB Sportartikel GmbH
Customer Service
Rainstr. 6
91560 Heilsbronn
customerservice@ortlieb.com
+49 (0)9872/800 141


 

I have a question regarding a repair job

Please find more information here, if you are not sure, if guarantee applies.
Our repair price list gives more information on costs for standard repair jobs.
For product upgrades to current technologies, please find more information on options and prices here in our pricelist for upgrades and modifications.

The most common standards parts can be found at spare parts and accessories.
Find more answers in our FAQs.
In case you want to return your product for a repair job, please see the information above.


 

I have a question regarding a spare part

Please find more information here, if you are not sure, if guarantee applies.
You may find your required spare part at spare parts and accessories.

Should you not find the information needed, please send your individual request to our customer service.
Please include a photo of your product and part required so that we can help you quickly.


 

I have a general question

Please use our contact form.
Click the button „I have a question for customer service” and describe your problem. Please include a photo of your product.