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Customer Service Information
PRICING
All charges on our UK site are in UK Sterling (£). All charges on our German and Austrian, and European Union sites are in Euros (€). All charges on our International site are in United States Dollars ($). The prices displayed in your pack are the current prices of the goods and the amount you will be charged for each item when submitting your order. Our website prices are for online purchases only and may differ from Páramo brand stores or other retail outlets selling Páramo. All products are supplied subject to availability.
ORDERS
We accept all major credit cards excluding American Express.
You will receive an email notification when your order is received. If you have supplied a mobile telephone number you will also receive a text from our courier when your order is despatched. All of our couriers have tracking facilities.
If items on your order are out of stock we will inform you as soon as possible and any sum debited by us will be re-credited to your account. Páramo will notify you of this by email to the address supplied on your order. The refund will be made as soon as possible and in any event within 28 days of your order.
For all order queries please email us here and remember to include your order number.
Buying from outside the UK? Please order via our other sites as follows:
DELIVERY
All online orders to the UK over £40 are shipped to you free of charge. For orders under £40 there is a small delivery fee.
UK ORDERS: Our aim is to despatch Páramo orders within 5 working days. The standard delivery within the UK mainland is a 24 hour service via DPD. However, delivery times, and couriers, can change in remote areas of the UK mainland and outside of the UK.
EUROPEAN UNION ORDERS: Our aim is to despatch your order the next working day. Please allow 3-5 working days for delivery. European Union orders are sent via FedEx.
INTERNATIONAL ORDERS: Our aim is to despatch your order the next working day. Please allow up to 7 working days for delivery. International Orders are sent via FedEx.
Please note delivery times are best estimates and may change due to global conditions, stock availability and delivery providers.
EXCHANGES AND REFUNDS
We are happy to exchange or refund unwanted items provided they are returned to us within 80 days in perfect condition. Simply complete the returns form included with your parcel and send it back to us. For high value goods we recommend you use a recorded delivery service as we cannot be held responsible for non-delivery of returned items.
If you return any product(s) purchased as part of a ‘bundle’ offer or discount, the amount refunded will reflect any alteration in meeting the original requirements of the offer or discount.
We will process your return as quickly as possible although this may take up to 21 days during busy periods.
Your legal rights are not affected by our exchange and refund policy. Please read our full terms and conditions of sale for more detail.
For items purchased from one of our stockists (whether online or in store) please check their own returns/exchanges policy and deal with them directly.
Please note we do not offer free returns unless a garment is faulty.
COMPLAINTS
Páramo operate a complaints handling procedure to try to resolve disputes when they first arise. If you have a complaint, please email our Customer Experience Manager at customer.services@paramo.co.uk
THE PÁRAMO GUARANTEE
In the unlikely event the fabric, component(s) or manufacture of your garment is proven to be faulty within our set guarantee period, we promise to repair or replace it for free.
- Our garment guarantee period is based on the expected length of time that the Nikwax® fabric, and components used in its manufacture will continue to perform for you.
- It covers any fabric, component, manufacturing, or other performance failure that is clearly not a result of normal wear and tear or damage (accidental or deliberate).
- Wear and tear includes but is not limited to; rips, tears, abrasions, burns, pilling, colour fading and component wear or loss.
- Failure to use the correct aftercare for your garment will invalidate your guarantee.
- The guarantee is non-transferable and applies to the original purchaser of new, first quality goods manufactured by Páramo Directional Clothing.
- To be covered by the guarantee, your Páramo garment must have been registered with us within 3 months of purchase OR we require a valid receipt/proof of purchase from an authorised Páramo retailer.
- Professional use is not excluded from the guarantee.
- Any work carried out on a Páramo garment by a third party will invalidate the guarantee.
For full details of the Guarantee and to register your garment guarantee online, please click here.
REPAIRS AND ALTERATIONS
Should your Páramo clothing become damaged or require modification, our Workshop provides a comprehensive repair and alteration service. We aim to return your garment to you within 6 – 8 weeks of receiving payment.
If you would like to book your garment in for a professional deep cleaning and re-proofing service only, we aim to return your laundered garment to you within 2 weeks of receiving payment.
Typical workshop charges are set out below.
Páramo will only pay the return postage cost, after garments have been repaired, altered or laundered.
All waterproof / water repellent garments that have undergone work will be cleaned and re-proofed with Nikwax® free of charge before being returned to you.
Please adhere to the below to help us process your garments as efficiently as possible:
• Clothing must be booked into our workshop here and we will then provide you with a booking reference number and a date for you to return your garment to us. DO NOT send your clothing in until we have supplied you with this information or you risk us returning it to you. Bookings will ONLY be processed via the online form, and the confirmed price and anticipated timeframe for the work will ONLY be provided once your garment has been received and assessed in our Workshop.
• When sending your garment back to us, it is essential you include a completed returns form in your package. This must include your name, contact details and booking reference so we can easily match it to your online booking. Your booking reference and return date (the date you have been given to return your item by) also need to be clearly visible on the outside of the package to help us identify and prioritise your garment.
• We politely request that all garments requiring repairs or alterations are sent to us in a suitable condition for handling. Any dirty, wet garments we receive that have NOT been booked in for a clean and re-proof, will incur a £10 cleaning surcharge before our seamstresses will start work on them.
CLICK HERE TO MAKE A WORKSHOP BOOKING
Our Repair Service:
We offer an exceptionally high standard of repairs and alterations.
Every single garment we repair is hand or machine sewn by one of our highly skilled workshop team, who take great pride in restoring your gear to it’s full former glory.
“I sent in a 29yr old Scala jacket that needed so many repairs it was untrue, but its dad’s favourite jacket… The repairs were turned around quickly, and the quality of work is superb – the coat looks and feels superb and will last another 30 years. Everyone involved has done a stunning job and has done Páramo proud! This has been a real labour of love and a fantastic demonstration of the skill and dedication of the Páramo repair team – thank you so much.” A very happy customer
If you have had a recent repair carried out and would like to feed back on the service you received, please complete our Customer Feedback Form here.
AFTERCARE
Páramo fabrics offer significant advantages in terms of waterproofness and durability and correctly caring for them is essential for their performance and longevity.
Our product pages provide specific information on the recommended aftercare for each garment and you can find further detailed information on how to care for your Páramo jacket here.
RECYCLING SCHEME
We regret we are unable to restore every single garment once it has reached the end of its usable life with you and strongly recommend that clothing clearly beyond repair (or not financially viable to repair) is recycled via our Páramo Recycling Scheme.
We’ll take back any Páramo product (except underwear) and either find it a new home or recycle it into new fabric. We’ll also reward you for returning it to us with a generous discount on new Páramo products.
For an old Nikwax Analogy® garment, we’ll give you £50 off a new item worth more than £140
For any other Páramo garment, we’ll give you £10 off a new item worth between £25 and £140
Recycling your old gear is very easy. You can either return it to us by post, or hand it in personally at one of our Brand Stores or Retailers.
If you are returning your clothing by post, please print and complete this form then package it up with your clean garment and send it to the following address:
Páramo Recycling Scheme, Unit F Durgates Industrial Estate, Wadhurst, East Sussex, TN5 6DF.
On receipt of your package, our Customer Services team will email you a discount code. Your code is valid for 12 months and can be used online at dev.paramo-clothing.com or in one of our three Brand Stores.
If you are unsure whether your garment falls into the Recycling Scheme category or not, our Workshop will be happy to assess its condition for you and make an honest recommendation.