It seems you either get good service or bad. Yes, my delivery time was longer than expected but customer care were helpful and the shoes arrived. They are comfortable, appear well made and are what I... See more
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Review summary
Based on reviews, created with AI
Based on these reviews
I ordered gloves on 25th January 2026 for my son’s trip on 9th February. After they still hadn’t arrived on 2nd February, I emailed customer support, & they told me 3-10 working days. Fi... See more
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Ordered a gilet a week ago, not dispatched yet… Main issue so far is the misleading ’UK’ part! I specifically wanted to order from a uk 🇬🇧 business. 😠
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5 stars for ABSOLUTELY USELESS. Delivery times and email updates complete lies. Still waiting delivery after 4 weeks. Promises never kept. Says factory inundated….has been since Feb/March looking at r... See more
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My order took 18 days to be delivered. I chased their customer services and they came back to me very promptly and explained that due to volume of orders I would have to wait longer than quoted. The b... See more
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Except for the delivery times, I'm very satisfied. The shoes are beautifully crafted and really comfortable to wear. I was so impressed by them that I ordered another model.
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Waited for a 6 weeks. Got alternative shoes to what I ordered, but No Complaints now. I was doubtful, but they sent Shoes I Am Happy With. Thank You Outdoorheld, you sorted it.
Company replied
I've been very satisfied with OutdoorHeld. The delivery went smoothly and the shoes are great. I wore the shoes for weeks all day long and had no problems at all.
Company replied
I bought a pair of Winterboots for myself. I love Walking without socks, that's why I bought the winterboots
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What you see is what you get - alles klappt, freundlicher Service, gute Schuhe. 👍🏽
Company replied
Do not let anyone use this scam company! How trust pilot can let these people get away with scamming people I don’t know but for the £300 they have scammed me ! I am getting a barrister involved cause... See more
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Asked for delivery date after ordering and not hearing anything. Customer services could not confirm, I asked to cancel order and was advising order had been passed to processing so could not be c... See more
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it´s great to walk with your shoes; good feeling; delivering is good and uncomplicated;
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Terrible company, ordered one size and they sent another one, they said it was incorrectly sized. They said return was easy, it wasnt. I had to pay an additional £15 for the item to be returned, only... See more
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Disingenuous company operating with a .co.uk website but based in Austria. Returns expensive and not worth it. Have to print all documents as well, no forms enclosed. Shoes, cheap looking and not like... See more
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Very fast and friendly service. I shopped the wrong size but with a little help the right one was here in no time. I love my new shoes. I had no problem adjusting to the new shoe. No pain no muscle a... See more
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Poor customer service, long delays in receiving the products. Tried to cancel the order before it was shipped but declined. The company are not based in the uk and this is misleading. Once the hea... See more
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Ordered a 4XL heated vest carefully checked the sizes with the sites guilde. Vest came much smaller than it should have been. I contacted the company by email, several times actually, at first they re... See more
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DO NOT BUY from this company! Pure lies. I bought a pair of "waterproof barefoot shoes"...5 minutes walking on damp grass and they soaked up the water like a sponge, within 5 minutes my socks were soa... See more
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Hubby accidentally bought 2 pairs of barefoot shoes. They're poor quality mademade fabric not breathable and didn't fit. No come back. Returns go to Austria NOT UK. Returns process is diabolical.... See more
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It’s a crap company. The delivery time is not indicated when you purchase and it took more than a month to get my order. As the company is said to be Austrian and I ordered to an Austrian address I th... See more
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I ordered a heated gilet for a Christmas gift. Delivery was very slow and arrived after Christmas. The gilet was much to small when fitted on, so I contacted outdoor held to send it back. They sugges... See more
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What a laugh! Or crying. Had an email to say shoes on the way, tried to track order, not possible, not known. Another time I attempted to track it it gave a delivery date of three years ago. It's a ho... See more
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Do not buy from this seller; save yourself time and money. Customer service quick enough to answer emails but provide no help and lie about despatch dates etc. If the boots eventually arrive I now ser... See more
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BE VERY CAREFUL!! The reply below may well be disingenuous. I returned the shoes in perfect condition having ascertained exactly what to do. I am used to sending packages internationally and complete... See more
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Delivery of bike saddle took longer than advertised. When it arrived quality really poor. Seat not as soft as advertised and poor fit. I am now battling for return and refund as company are demanding... See more
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Came in a size 9 UK that was too small. and smaller than any other size 9. Despite the "Risk-free 30-day guarantee", they offer only a choice of 10% off the price and keep the useless goods or return... See more
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My experience mirrors that of others - POOR on all fronts. I, too, was fooled by the website and the flattering photographs. The boots are ghastly, very cheaply made, and I imagine that there is littl... See more
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Based on my experience and contrary to what the company tries to portray, this is a drop-ship set-up, which likely means you'll be waiting around 4 weeks for the order to arrive from China. "Wi... See more
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Absolutely shocking company! Made my order nearly 3 weeks ago. Was only told that the delivery time had apparently extended due to high orders, once I had enquired asking where it was! Was told it was... See more
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Ok, so five days after my initial complaint on June 5 (about 10 days since order with no delivery or update/explanation) we are barely any further forward. Aside from an apologetic email (probably fr... See more
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Although the merchandise may be good, I would advise any potential customers from the UK to reconsider purchase. I needed to return the boots to get a larger size and they have been held in Austrian c... See more
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This company is a scam. Purchased bike seat which would not fit on my bike despite trying all ways recommended by the company. Agreed to return for refund (which cost me nearly £10) as they are based... See more
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One of the worst Austian footwear companies to buy from. I order a shoe due to build and quality, after seeing the reviews I have to email them to order a large size. They did not manage to change s... See more
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I have placed two separate orders. I am still waiting for notification/confirmation of delivery date. When I complain I receive an email promising a guaranteed reply within 1-3 days. But I am still... See more
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I purchased an item some time ago and I’m still waiting for it to arrive but I have no idea if or when it will arrive. The odd thing is that they do respond to my emails and everything looks legit so... See more
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I wish that I'd seen all the negative reviews on here before giving them my money. No idea if I'll ever receive the item purchased. I've chased them and been sent a tracking link that gives me no info... See more
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I returned the trainers that I ordered and having spent £15 to return from the UK to Austria the delivery did not take place and now the good are on the way back. Whilst initially the customer care w... See more
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The photos don't show how very weird the boots look, they're clown-like with toes, also a very poor finish; I can't use them. They also took ages to arrive. I wish I'd read the very small print that's... See more
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I ordered a bicycle seat over a month ago for 40 bloody quid and STILL have not received it !! This company claim to ship from the UK but they're obviously in another country! And when i return my ord... See more
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I too was fooled by the UK website. I placed an order a couple days ago but after finding out I would have to pay to return my item to Austria and after reading the other reviews about returns not bei... See more
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I agree with the last reviews. Avoid this company at all costs. A total wast of time. This is not a UK company and after sending the shoes back following exactly to requirements specified and expense... See more
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I didn't have a good experience with this company. The shipment was very delayed and when I wanted to cancel it they wrote that it was too late. I returned the goods, I have a confirmation from the po... See more
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Company details
Written by the company
OutdoorHeld® - Gesund Barfuß. Fühle dich so frei wie noch nie zuvor & genieße dabei alle gesundheitlichen Vorteile unserer Barfußschuhe, kombiniert mit dem maximalen Komfort für deinen Fuß!
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3.0
Average
18K reviews
Replied to 98% of negative reviews
Typically replies within 48 hours
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Do not under any circumstances use this…
Do not under any circumstances use this company I ordered a size 3xl gilet and power bank and waited over 4 weeks for it to arrive and when it did it was more like a size medium with a tag on it that said 5xl that’s when my problems started they said I could exchange it for a 4xl but judging by the size of the 3xl I declined and asked for a refund which they refused I then said I would exchange it for a pair of walking boots which again they said they couldn’t do so after many emails back and forth they finally agreed to refund me providing I sent the item back a my expense and although the website says Outdoorheld Uk I had to send it back to Austria at a cost of £20 to myself and low and behold they are telling me that my parcel has been labelled as return to sender which of course I haven’t received. The whole process was a sham with very rude customer service and absolutely no help given
Please be warned they are a shoddy outfit
January 15, 2026
Unprompted review
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Terrible company
Terrible company, ordered one size and they sent another one, they said it was incorrectly sized. They said return was easy, it wasnt. I had to pay an additional £15 for the item to be returned, only to find 6 weeks later it had been refused at customs. So with the £80 I paid, am now nearly £100 out of pocket. It says Outdoorheld UK, it is not on the UK, very misleading. Dont go near them !!
February 10, 2026
Unprompted review
Reply from OutdoorHeld
Dear Jenny,
thank you for taking the time to share your experience. We’re very sorry to hear how frustrating and costly this situation has been for you.
We’re sorry that the size did not meet your expectations and that the return process felt anything but easy. Returns are processed through our official Austrian return warehouse. For international returns, customs procedures and correct declaration are essential. If a parcel is refused at customs or not cleared correctly, it unfortunately does not reach our warehouse and therefore cannot be processed or refunded, as the item is not in our possession.
We understand how disappointing it is to incur return shipping costs and then have the parcel returned to you. Please note that return shipping costs are borne by the customer, as outlined in our terms. We regret if this was unclear.
We are a young, family-run startup based in Austria. Depending on the region, website versions and logistics routes may differ, but all returns are handled via our Austrian logistics center.
Thank you for bringing this to our attention.
Christina from OutdoorHeld Team 🌱🧡
Quality item but delivery time & tracking poor
I ordered gloves on 25th January 2026 for my son’s trip on 9th February. After they still hadn’t arrived on 2nd February, I emailed customer support, & they told me 3-10 working days. Fine, I thought. 10 working days is still enough time for them to arrive. I received an email on 3rd February from OutdoorHeld, saying they had shipped. Still nothing arrived.
On 6th February (10 working days later), I checked the tracking details only to find that it said Royal Mail had not received the order. To say I was fuming was an understatement.
I emailed them to say I wanted a refund then on 7th January I received an email saying that the item was with Royal Mail. Then they emailed me to say that because the item had shipped they couldn’t refund me.
At this point, I assumed they had waited until Saturday morning to ship the item I’d ordered two weeks ago—to avoid having to refund me—even though I’d told them the time sensitivity of the order.
I was understandably convinced it wasn’t going to arrive in time for my son’s trip.
Then that afternoon, the gloves were delivered. As if by magic. And they are good quality and a perfect fit for my son.
So if you want something quick then definitely don’t order from them. But when the item actually arrives, it’s good.
I would also say that the customer service department did always respond to my communications, & they were polite & helpful.
February 7, 2026
Unprompted review
Reply from OutdoorHeld
Dear Lorna,
thank you very much for taking the time to share such a balanced and detailed review. We really appreciate your openness.
We’re sorry for the confusion and worry caused by the delivery time and the tracking updates, especially given the importance of your son’s trip. We understand how stressful it is when tracking information doesn’t update as expected and delivery feels uncertain.
At the same time, we’re very glad to hear that the gloves did arrive, fit perfectly, and that you’re happy with the quality. It’s also appreciated that you highlighted the responsiveness and politeness of our customer service team.
Thank you for your honest feedback. We take comments like yours seriously and use them to further improve our shipping communication and processes.
Christina from OutdoorHeld Team 🌱🧡
As other reviewers have noted the…DO NOT DEAL WITH THIS COMPANY - SCAMMERS
As other reviewers have noted the company is not in the UK but in Austria. Most likely just a warehouse for Chinese goods and not ' a small family business' they claim to be. I ordered a Vest as a Xmas present. It didn't arrive in time. When it did come it was too small so I started an Exchange Process. The email with instructions for the exchange said the exchange would be sent as soon as they received a photo of my tracking number. However, once my email with the tracking number was received, it became the exchange would be sent "once they received the original item". To my surprise my parcel with the returned item was REFUSED and returned to me. Customer Service has been prompt and friendly but they, sadly, LIE. First they told me the parcel had never arrived at the warehouse, and that it was Post Austria that hadn't delivered because I needed to pay customs. When clarified with Post Austria and CONFIRMED BY POST AUSTRIA that that was not the case, they persist, claiming it was never delivered to the warehouse despite physical proof - email from Post Austria AND Tracking History - to the contrary. Every excuse has been brought up..that I didn't fill out the Return Form correctly, mark the parcel as "returned goods" etc. etc. ALL OF WHICH HAS BEEN DISPROVED, but they refuse to make my exchange. I HIGHLY SUSPECT THAT CUSTOMER SERVICE IS NOT EVEN HUMAN BUT AI. So BUYER BEWARE. DO NOT DEAL WITH THIS COMPANY. If I could give Zero Stars, I would.
See their reply! Unbelievable..they still insist that the postal service 'refused to deliver'!! Crazy!
I have an e-mail from them saying they will send the exchange as soon as they receive a photo of the tracking number...which doesn't really matter one way or the other, but it DOES MATTER THAT THEY REFUSE DELIVERY OF YOUR RETURN..because, obviously, YOU NEVER GET IT!!!
February 7, 2026
Unprompted review
Reply from OutdoorHeld
Dear Martha,
thank you for taking the time to share your detailed feedback. We’re very sorry to read how frustrating and upsetting this experience has been for you, especially as the vest was intended as a Christmas gift.
We would like to clarify the general process as transparently as possible. Exchanges can only be processed once a return has physically arrived at and been accepted by our official Austrian return warehouse. If a parcel is marked by the courier as refused or is returned to the sender, it unfortunately means the item did not reach our warehouse and therefore cannot be registered or exchanged. In such cases, we do not have access to the parcel itself and must rely solely on the courier’s final delivery status.
We are a young, family-run startup based in Austria. Depending on the destination and origin country, international returns may be subject to customs handling, specific declarations (such as marking the parcel as returned goods), and courier procedures that are outside of our direct control. We’re sorry that this was not clearer and that it caused repeated back-and-forth and disappointment.
Thank you for sharing your experience. We take such feedback seriously and use it to further improve how clearly our return and exchange procedures are communicated.
Christina from OutdoorHeld Team 🌱🧡
Avoid unless 100% confident of sizing .
I was given a gilet as a gift for Xmas but unfortunately it was the incorrect size. I contacted Outdoor Held to arrange an exchange (something their website implies is easy and quick.) I packaged the gilet with all the necessary information as directed by Outdoor Held and posted to their fulfillment centre in Austria - a cost of £15.10 which I was not expecting. The website implies free exchanges. Subsequently we are over a month on from me posting the gilet back to them having had multiple issues with getting it through customs (despite having provided the correct paperwork as directed by Outdoor Held) and having to translate items from German to English in order to resolve. This has been resolved with customs with no help from Outdoor Held and repeatedly fobbed off by them. The item has been showing as delivered to Outdoor Held for 2 days now and they are claiming that it has not arrived and so not honouring the exchange as yet. Overall this is terrible customer service for exchanges for what I had thought was a good product with dubious sizing. I would avoid purchasing from them unless you are 100% confident that the size is correct and you will not want to return or exchange the item.
February 4, 2026
Unprompted review
Reply from OutdoorHeld
Dear Gemma,
thank you for taking the time to share your detailed feedback. We’re sorry for the frustration and inconvenience you experienced during the exchange process.
Exchanges are processed via our Austrian return warehouse and can only be completed once the return shipment has physically arrived and been registered by our returns team. Even if tracking shows delivery, there can be a short delay before the parcel is booked into the system. We’re sorry that this waiting period has added to your frustration.
Return shipping costs are borne by the customer, as outlined in our terms. We understand that this was unexpected for you and regret any confusion caused by the information on our website. Customs procedures for international returns can unfortunately require additional documentation and time, and we’re sorry that this process felt unsupported.
Please contact us directly with your order number and the subject “Trustpilot Review”, so we can verify the current status of your return and proceed with the exchange as soon as the shipment is fully registered.
Thank you for bringing this to our attention. We take your feedback seriously and use it to improve our communication and processes.
Christina from OutdoorHeld Team 🌱🧡
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Do not let anyone use this scam…
Do not let anyone use this scam company! How trust pilot can let these people get away with scamming people I don’t know but for the £300 they have scammed me ! I am getting a barrister involved cause these idiots are taking the piss out of Uk citizens tbh 30 day returns they use tye delay tackle to send a return form and they even have someone in PayPal covering there arses it’s a joke never order of these people again and the business should be closed down scam artists at the best !
January 26, 2026
Unprompted review
Reply from OutdoorHeld
Dear Mr. Jarodd,
thank you for taking the time to share your feedback. We’re sorry to hear how upset and disappointed you are with your experience.
We take concerns about returns and refunds very seriously. Returns are processed through our official Austrian return warehouse, and we can only complete a refund or exchange once a return has been correctly received and registered. Any delays in the process are not intended to prevent a return, but are related to the required steps for proper handling and documentation.
We understand how frustrating this situation is for you, especially given the amount involved. Please contact us directly with your order number and the subject “Trustpilot Review”, so we can review your case in detail and provide you with a clear and factual update on the current status.
Thank you for bringing your concerns to our attention. We use feedback like this to review and improve our processes and communication.
Christina from OutdoorHeld Team 🌱🧡
Returns process is an utter shambles…
Returns process is an utter shambles and Im having to raise a dispute with my bank.
The product took a little time to come, which is fine, but one of the gloves ordered was a little too large. I followed the returns process and sent them back, even paid for DPD to make sure they made it there okay, its been over a month now and nothing. The tracking says that the item was refused at the depot of the return.
The customer care have been no help either as they wont do anything until the item is returned. You had my item, you refused it. All i wanted was an exchange for smaller gloves. Honestly wish i'd not bothered.
Dispute being raised now.
February 3, 2026
Unprompted review
Reply from OutdoorHeld
Dear Andrew,
thank you for taking the time to share your feedback. We’re sorry to hear that the return and exchange process has been so frustrating for you, especially after you took extra care to send the gloves back with tracked shipping.
Returns and exchanges can only be processed for items that are successfully delivered to and accepted by our official return warehouse in Austria. If a parcel is marked as refused by the courier and therefore does not reach our warehouse, we unfortunately have no possibility to register the return or proceed with an exchange, as the item is not in our possession. We understand how disappointing this is, particularly when you were simply hoping to exchange the gloves for a smaller size.
We recommend clarifying the refusal status directly with the courier, as they can confirm why the parcel was not delivered to the return depot. As soon as a return is successfully received by our warehouse, we are able to continue with the exchange process.
Thank you for sharing your experience. We take such feedback seriously and use it to review and improve how clearly our return procedures are communicated.
Christina from OutdoorHeld Team 🌱🧡
Appalling Returns Process - DONT USE THIS CO
I ordered a heated Gillet as a Christmas present - took a while to arrive, but did arrive in time. However the sizing was nothing like the website - so I had to contact Outdoorheld to return it to swap it out. At this point there was zero indication that this was a company based in Austria - it then transpires that i had to pay the tracking & customs fees for the return. This was duly done and when i chased for an update i was informed that the item has been returned to the UK. Tracking the parcel via Royal Mail the item was refused by Outdoorheld - emails back and forth they refused to accept responsibility - stating they wouldn't refuse a return and it was the fault of either my self for not paying the custom fees or the courier company used in Austria. as per all the other UK feedback i wouldn't touch tis company with a barge pole - utterly appalling customer service & hiding behind that they are in Austria and a small family Co - utter rubbish - DONT USE THEM -
January 29, 2026
Unprompted review
Reply from OutdoorHeld
Dear Mr. Gilbert,
thank you for taking the time to share your feedback. We’re sorry to hear that your experience with the return process was so frustrating, especially after the item did not fit as expected.
All returns are processed through our Austrian return warehouse. For international returns, it is important that shipments are correctly addressed to our official return center and comply with the courier’s and customs requirements. If a parcel is returned by the carrier before reaching our warehouse, we are unfortunately unable to process it, as the item does not arrive in our system.
Return shipping costs, including tracking and any customs-related fees, are borne by the customer, as outlined in our return conditions. We understand that this can be disappointing, particularly when returning an item from the UK, and we regret that this was not as clear or smooth as expected in your case.
Thank you for bringing your experience to our attention. We take such feedback seriously and use it to review how clearly we communicate our return procedures.
Christina from OutdoorHeld Team 🌱🧡
Don’t order from this company
Doesn’t answer emails. Received item that was obviously not the size I ordered and they wouldn’t accept receipt of it when I spent a £17.00 sending it back. So not refunding as they won’t let it be returned. Very unhappy do not order anything.
December 18, 2025
Unprompted review
Reply from OutdoorHeld
Dear David,
thank you for taking the time to share your feedback. We’re sorry to hear that you were unhappy with the sizing and that the return process caused you frustration.
Returns and exchanges can only be processed for items that are successfully received at our official return warehouse. If a return shipment cannot be accepted or does not reach our warehouse, we are unfortunately unable to process a refund for it. Return shipping costs are borne by the customer, and we understand how disappointing this can be when the outcome is not as expected.
Please contact us again directly with your order number and the subject “Trustpilot Review”, so we can review your case in detail and check what may have happened with the return shipment.
Thank you for sharing your experience. We take such feedback seriously and use it to improve our processes and communication.
Christina from OutdoorHeld Team 🌱🧡
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Outdoor held bad customer service and refund
I ordered a heated gilet for a Christmas gift. Delivery was very slow and arrived after Christmas. The gilet was much to small when fitted on, so I contacted outdoor held to send it back. They suggest an online refund of 10% and I keep the gilet which I declined. I sent it back with photos of the package before it was sent and the tracking number.
I received an email to say I had been refunded only part of the money. I emailed and they said I had not returned the battery which was simply untrue. They suggested it had been tampered with during transit. Very poor service and misleading .
January 21, 2026
Unprompted review
Reply from OutdoorHeld
Dear Emma,
thank you for taking the time to share your feedback. We’re very sorry to hear that your heated vest arrived after Christmas and that it was too small, especially as it was meant to be a gift.
We also apologize that the return and refund process has left you disappointed. Please note that partial refunds (such as 10%) are only optional alternatives, and we understand that you preferred to return the item instead.
Regarding the battery: exchange and refund processing can only be completed based on the items that are physically received and recorded at our Austrian returns warehouse. If a battery is not registered as included in the return package upon arrival, it cannot be refunded as part of the return.
Thank you for bringing this to our attention.
Christina from OutdoorHeld Team 🌱🧡
SCAM COMPANY Wrong size received- no refund or return!
Ordered a 4XL heated vest carefully checked the sizes with the sites guilde. Vest came much smaller than it should have been. I contacted the company by email, several times actually, at first they replied asking for photos which I sent and got no further replies nor did I get a refund. They take your money, send you not what you paid for & don't respond! SCAM COMPANY I'm over £70 out of pocket I will never purchase from them again & would recommend no one else does either if you value your money! Also took ages to come, appears as uk company but items come from Austria.
December 28, 2025
Unprompted review
Reply from OutdoorHeld
Dear Anne,
thank you for taking the time to share your feedback. We’re very sorry to hear about your experience and that the sizing of the heated vest, the delivery time, and the subsequent communication did not meet your expectations.
We understand how disappointing it is when an item does not fit as expected despite checking the size guide. Photo requests are part of our verification process to ensure correct handling of return or exchange cases, and we regret that you did not receive further clarification afterward, which understandably caused frustration.
We are a young, family-run startup based in Austria. Depending on the product, orders may be shipped from our Austrian warehouse or an international logistics warehouse, which can lead to longer delivery times. We’re sorry if this was unclear and contributed to a negative impression.
Thank you for bringing this to our attention. We take your feedback seriously and use it to improve our processes and communication.
Christina from OutdoorHeld Team 🌱🧡
Outdoorheld. Sizes are extremely small
I have sent many emails , it took over four weeks to arrive .
The Gillet I very small XL 3 , more like a small size .
Hello Yvonne,
Thank you for your message.
Please don't worry—you received the correct size that you ordered.
Only the size label inside the vest was accidentally labeled with a different size during production.
This means that
the fit of the vest corresponds exactly to the size you ordered, only the sewn-on label shows a different size. This labeling error only affects the label and has no impact on the actual size or fit.
Our vests are manufactured according to European size standards and each size is carefully checked before delivery.
Our largest size for our vest in EU standard was 4XL.
Thank you for your understanding.
Best regards,
Emanuel
This is one of the replies from them, they have not replied to my next email asking them for their address to return the item and send me a larger size or return my money please.
December 4, 2025
Unprompted review
Reply from OutdoorHeld
Dear Yvonne,
thank you for taking the time to share your feedback. We’re very sorry to hear about your experience and the frustration caused by the delivery time, the sizing concerns, and the lack of follow-up regarding your return request.
Please contact us again directly with your order number and the subject “Trustpilot Review”, so we can check your case, provide the correct return details, and clarify the available options for you.
Thank you for bringing this to our attention. We appreciate you sharing your experience and will use it to improve our communication and processes.
Christina from OutdoorHeld Team 🌱🧡
Avoid Austria based not UK
Hubby accidentally bought 2 pairs of barefoot shoes. They're poor quality mademade fabric not breathable and didn't fit.
No come back. Returns go to Austria NOT UK. Returns process is diabolical. Very very unhelpful customer service. £150 for 2 pairs of polyester rubbish.
December 28, 2025
Unprompted review
Reply from OutdoorHeld
Dear Helen,
thank you for taking the time to share your feedback. We are very sorry to hear about your experience and that the shoes did not meet your expectations in terms of fit and material, as well as about the difficulties you experienced with the return process.
We understand that it can be disappointing when a return does not go as smoothly as hoped. Returns are processed via our Austrian logistics center, which is why returns do not go to the UK. Depending on the situation and current volume, communication and processing steps may take some time, and we apologize for any inconvenience or confusion this may have caused.
We appreciate you sharing your perspective with us, as feedback like this helps us review and improve our processes and communication.
Thank you for bringing this to our attention.
Christina from OutdoorHeld Team 🌱🧡
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Avoid it - low quality of goods and service
It’s a crap company. The delivery time is not indicated when you purchase and it took more than a month to get my order. As the company is said to be Austrian and I ordered to an Austrian address I thought it’d be here earlier but the lengthy delivery time also made it clear that it’s cheap Chinese crap what I get sold at a more premium price. Same thing i could buy on Amazon for cheaper and 3 day delivery.
December 30, 2025
Unprompted review
Reply from OutdoorHeld
Thank you, Mary, for sharing your experience. 💛
We’re very sorry that the delivery took over a month and that this caused disappointment and frustration. Please accept our sincere apologies for the lack of clear delivery-time information at checkout and for not meeting your expectations.
To clarify: while we are an Austrian company, depending on availability, some items may ship from an international logistics center, which can unfortunately lead to longer delivery times. We’re sorry this wasn’t communicated transparently enough.
We regret that the product quality didn’t meet your expectations and that the overall experience left you dissatisfied. Your feedback is important to us, and we will use it to improve transparency around shipping times, as well as to review our product presentation.
Thank you for taking the time to let us know.
Kind regards
Christina from OutdoorHeld Team 🌱🧡
Beware customs delays! Not a good bet for UK custormers
Although the merchandise may be good, I would advise any potential customers from the UK to reconsider purchase. I needed to return the boots to get a larger size and they have been held in Austrian customs for over two months. Not the company's fault, but I completely regret my purchase.
December 1, 2025
Unprompted review
Reply from OutdoorHeld
Thank you, Louise, for sharing your experience. 💛
We’re very sorry to hear about the long delay with your return being held in Austrian customs. While, as you mentioned, this is unfortunately outside of our direct control, we completely understand how frustrating and disappointing this situation is for you — especially when all you wanted was a simple size exchange. Please accept our sincere apologies for the inconvenience and the regret this has caused.
Your feedback is important and helps highlight how challenging cross-border returns can be for UK customers. We truly appreciate you taking the time to share this and are sorry that your overall experience was negatively affected.
Kind regards
Christina from OutdoorHeld Team 🌱🧡
Terrible company. Do not order!!
Poor customer service, long delays in receiving the products. Tried to cancel the order before it was shipped but declined.
The company are not based in the uk and this is misleading.
Once the heated gilets arrived , the product is cheap, flimsy and has no CE or uk CA safety mark which is extremely concerning.
December 26, 2025
Unprompted review
Reply from OutdoorHeld
Thank you, Joanne, for taking the time to share your experience. 💛
We’re very sorry that your order was delayed and that the communication around cancellation did not meet your expectations. We understand how frustrating this is and sincerely apologize for the inconvenience caused.
To clarify transparently: we are a small family-run company based in Austria, not the UK. Some of our advertisements are shown in the UK, which can give the impression of a UK-based business, and we’re sorry this was not clear enough. Once an order enters the processing stage, it unfortunately can no longer be stopped immediately, which is why the cancellation was declined — we apologize that this was not explained clearly at the time.
Regarding safety markings, our heated products comply with the applicable EU requirement. We’re sorry if the labeling or packaging caused concern and understand why this felt unsettling.
Thank you for sharing your feedback so openly. We regret that your experience was not a positive one and will use your comments to improve our communication and processes going forward.
Kind regards
Christina from OutdoorHeld Team 🌱🧡
No CE / UKCA mark on heated gillets
No CE / UKCA markings or any regulatory compliance on heated gillets and when asked to evidence quality standards, they stop replying to emails, very poor customer service, company based in Austria not UK if you have to return be aware - best advise, order from another company
December 26, 2025
Unprompted review
Reply from OutdoorHeld
Thank you, Simon, for taking the time to share your experience. 💛
We regret that your experience was not a positive one and will use your comments to improve our communication and processes going forward.
Kind regards
Christina from OutdoorHeld Team 🌱🧡
Advertisement
I ordered a Smartheat heated vest on…
I ordered a Smartheat heated vest on November 25. After three weeks without any updates, I emailed Outdoorheld.at to cancel my order. They replied that the order could no longer be canceled and that it would be delivered soon. As of December 21, my order has still not arrived, and I don’t know if it will ever arrive. I’m also unsure whether I can still cancel the payment through Klarna. I do not recommend ordering from Outdoorheld.at. This is the worst website I’ve ever ordered from.
December 21, 2025
Unprompted review
Reply from OutdoorHeld
Thank you, Mala, for taking the time to share your experience. 💛
We’re very sorry that your SmartHeat heated vest has still not arrived and that the situation has caused you so much uncertainty and frustration. Please accept our sincere apologies for the long wait.
To explain briefly: once an order has entered the logistics processing stage, it can unfortunately no longer be stopped immediately, even if shipment is delayed afterward. We’re very sorry that this was communicated in a way that did not give you confidence or a clear timeline. That is not the experience we want our customers to have.
Regarding Klarna, you are of course entitled to contact them directly if you have concerns about the payment while the order is unresolved. We fully understand why you’re considering this.
Please contact us directly once more with your order number (ideally with the subject “Trustpilot Review”), so we can urgently check the current status and clarify the next steps for you — whether delivery or a proper resolution.
Thank you for bringing this to our attention. We truly regret that your experience has been so disappointing.
Kind regards
Christina from OutdoorHeld Team 🌱🧡
I ordered a heated vest as a Xmas…
I ordered a heated vest as a Xmas present.
It took weeks before anything started moving and by then, I was well in contact with the e-mail of the company, urging them to either deliver before we leave the country for Xmas or withhold the delivery until after (missing the gift, but still getting the package later). I was left to talk to mindless bots that clearly had no connection to the actual ongoing process of packaging and shipment, while I was bombarded by spam about buying more. Finally, they shipped long after I left the country, but not long enough for the package to still be attainable upon our return. They could have just as well sent me a photo of my package on fire. What a waste of resources, this will never be delivered. I will merely watch the tracking to an undeliverable situation and then return, then reclaim my money and never touch this shop again. How frustrating to be left to talk to empty, lying bots!
December 20, 2025
Unprompted review
Reply from OutdoorHeld
Thank you, Zuzana, for taking the time to describe your experience so clearly. 💛
We’re truly sorry for the frustration this situation caused you, especially as the heated vest was meant to be a Christmas gift and you made the effort to communicate your travel plans in advance. We sincerely apologize that the shipment timing and our communication did not align with your needs and left you feeling unheard.
We’re very sorry that this gave the impression that your individual situation wasn’t being properly addressed. That is not the experience we want to provide.
We regret that the parcel was dispatched at a time when delivery was no longer possible for you, resulting in unnecessary shipping and inconvenience. Your feedback highlights an important area where our processes and communication must improve, and we take that very seriously.
Thank you for sharing your experience so openly. We’re sorry it turned out this way and appreciate you bringing these points to our attention.
Kind regards
Christina from OutdoorHeld Team 🌱🧡
Misleading and low quality
Unfortunately, my heated vest was not as expected. Not a high-quality product at all and when I plugged it in only half of it seems to work anyway. Also slightly too small so I thought that’s fine. I will send it back for a refund, then I can’t find any way to return And when I find this website with the real reviews I realise why. I think it is misleading to title the website Outdoorheld UK even if that is the website for the UK, without being more clear that this is a company based in Austria and return costs are very high. Shipping is also longer than expected as other people have explained but that makes a lot more sense now that we know it is coming from Austria. Only five star reviews on the website which look like they are using AI images, again misleading.
Honestly, the product quality overall is not amazing either. Considering this is listed as £160 before sale (possibly just a marketing trick). I could quite easily buy a high-quality jacket for that and yet this is a cheap material, and in this case doesn’t function as it should. Such a shame. Feel like it’s £80 down the drain
December 4, 2025
Unprompted review
Reply from OutdoorHeld
Thank you, Louise, for taking the time to share your detailed feedback. 💛
We’re truly sorry that the heated vest did not meet your expectations in terms of quality, fit, and functionality. Please accept our sincere apologies for the disappointment this caused. It’s especially frustrating when a product doesn’t work as intended, and we understand how upsetting that is.
To clarify a few points transparently: we are a company based in Austria, and our UK website is intended for customers in the UK, but we’re sorry that this was not clear enough and felt misleading. All returns are processed through our Austrian logistics center, which is why return costs are higher, and shipping times can be longer than expected. We take your feedback seriously and are working on making this information clearer on our website.
Regarding the product itself, we’re sorry that the heating did not work properly for you and that the sizing was off. That’s not the experience we want our customers to have. We also understand your concerns about pricing and how promotions are presented, and we appreciate you being so open about this.
Thank you again for bringing these points to our attention. Your feedback is important to us and helps us improve both our communication and our products.
Kind regards
Christina from OutdoorHeld Team 🌱🧡
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