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Customer Service Information
PRICING
All charges on our International and US sites 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. All products are supplied subject to availability. Contact Customer Service if you have any further questions about pricing.
ORDERS
We accept all major credit cards excluding American Express.
You will receive an email notification when your order is received and when your order is shipped.
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.
Buying from outside the US or want styles not available on the US site? Please visit our international site.
DELIVERY
All orders over $100 are shipped to you free of charge. For orders under $100 there is a delivery fee of $15. If you wish to expedite your order we offer faster shipping for an additional fee.
ORDER TIMING: Our aim is to ship Páramo orders within 5 working days. However, delivery times can change based on location and courier.
Please note delivery times are best estimates and may change due to weather 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 30 days in perfect condition. Simply visit our returns page to initiate a return.
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.
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
Under the Páramo guarantee, any manufacturing fault will be resolved free of charge. This excludes general wear and tear over time or accidental damage. Although we source the highest quality components for use in our garments, no component will last forever, and varying levels of use will affect their lifespan. Any charges made for a repair or alteration will be at the discretion of Páramo based on a fair assessment.
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.
Any work carried out on a Páramo garment by a third party will invalidate the guarantee.
The guarantee is limited to the repair of the garment and excludes consequential loss or damages.
You can register your garment guarantee online here now.
REPAIRS AND ALTERATIONS
Should your Páramo clothing become damaged or require modification, our Workshop provides a comprehensive in-house repair and alteration service. We aim to return your garment to you within 6 – 8 weeks of receiving payment.
Typical workshop charges are set out below.
Páramo will only pay the return postage cost, after garments have been repaired or altered.
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 will incur a $15 cleaning surcharge before our seamstresses will start work on them.
CLICK HERE TO MAKE A WORKSHOP BOOKING
Our Bespoke Service:
We offer an exceptionally high standard of repairs and alterations, which are invisible to the naked eye. Our Workshop is a heat and glue-free zone and every single garment we receive back is hand and/or machine-sewn by one of our qualified seamstresses, who take great pride in personally restoring your clothing to its 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.
RE-STORE ADVENTURE
If we are unable to restore your garment, we also offer garment recycling through our Re-Store Adventure program.
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 $75 off a new item worth more than $200
For any other Páramo garment, we’ll give you $15 off a new item worth between $40 and $200
Recycling your old gear is very easy. You can either return it to us by post.
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 Re-Store Adventure
Páramo North America
5101 14th Ave NW #401
Seattle, WA 98101
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.
If you are unsure whether your garment qualifies for Re-Store Adventure, our Workshop will be happy to assess its condition for you and make an honest recommendation.