{"id":665,"date":"2023-07-10T11:28:16","date_gmt":"2023-07-10T10:28:16","guid":{"rendered":"https:\/\/paramo.local\/?page_id=185"},"modified":"2026-02-04T14:44:12","modified_gmt":"2026-02-04T14:44:12","slug":"customer-service","status":"publish","type":"page","link":"https:\/\/paramo-clothing.com\/en-us\/customer-service\/","title":{"rendered":"Customer Service"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column][vc_column_text]<\/p>\n<h1>Customer Service Information<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul class=\"custServList\">\n<li><a href=\"#One\">PRICING<\/a><\/li>\n<li><a href=\"#Two\">ORDERS<\/a><\/li>\n<li><a href=\"#Three\">DELIVERY<\/a><\/li>\n<li><a href=\"#Four\">EXCHANGES AND REFUNDS<\/a><\/li>\n<li><a href=\"#Five\">COMPLAINTS<\/a><\/li>\n<li><a href=\"#Six\">THE P\u00c1RAMO GUARANTEE<\/a><\/li>\n<li><a href=\"#Seven\">REPAIRS AND ALTERATIONS<\/a><\/li>\n<li><a href=\"#Eight\">AFTERCARE<\/a><\/li>\n<li><a href=\"#Nine\">RE-STORE ADVENTURE<\/a><\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n<h2 id=\"One\" style=\"text-align: center\">PRICING<\/h2>\n<p>[\/vc_column_text][vc_separator color=&#8221;black&#8221;][vc_column_text css=&#8221;&#8221;]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.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2 id=\"Two\" style=\"text-align: center\">ORDERS<\/h2>\n<p>[\/vc_column_text][vc_separator color=&#8221;black&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p id=\"linkTwo\">We accept all major credit cards excluding American Express.<\/p>\n<p>You will receive an email notification when your order is received and when your order is shipped.<\/p>\n<p>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. P\u00e1ramo 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.<\/p>\n<p>Buying from outside the US or want styles not available on the US site? Please visit <a href=\"https:\/\/paramo-clothing.com\/en-in\/\">our international site.<\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2 id=\"Three\" style=\"text-align: center\">DELIVERY<\/h2>\n<p>[\/vc_column_text][vc_separator color=&#8221;black&#8221;][vc_column_text css=&#8221;&#8221;]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.<\/p>\n<p><b>ORDER TIMING:<\/b> Our aim is to ship P\u00e1ramo orders within 5 working days. However, delivery times can change based on location and courier.<\/p>\n<p>Please note delivery times are best estimates and may change due to weather conditions, stock availability and delivery providers.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2 id=\"Four\" style=\"text-align: center\">EXCHANGES AND REFUNDS<\/h2>\n<p>[\/vc_column_text][vc_separator color=&#8221;black&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p id=\"linkFour\">We are happy to exchange or refund unwanted items provided they are returned to us within 30 days in perfect condition. Simply visit our <strong><a href=\"http:\/\/webservicesaftership.returnscenter.com\">returns page<\/a><\/strong> to initiate a return.<\/p>\n<p>If you return any product(s) purchased as part of a \u2018bundle\u2019 offer or discount, the amount refunded will reflect any alteration in meeting the original requirements of the offer or discount.<\/p>\n<p>We will process your return as quickly as possible although this may take up to 21 days during busy periods.<\/p>\n<p>Your legal rights are not affected by our exchange and refund policy. Please read our full <strong><a href=\"https:\/\/paramo-clothing.com\/en-us\/terms-2\/\" target=\"_blank\" rel=\"noopener\">terms and conditions of sale<\/a> <\/strong>for more detail.<\/p>\n<p>[\/vc_column_text][vc_btn title=&#8221;Start a Return or Exchange&#8221; align=&#8221;center&#8221; css=&#8221;&#8221; link=&#8221;url:https%3A%2F%2Fwebservicesaftership.returnscenter.com%2F&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2 id=\"Five\" style=\"text-align: center\">COMPLAINTS<\/h2>\n<p>[\/vc_column_text][vc_separator color=&#8221;black&#8221;][vc_column_text]P\u00e1ramo 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 <a href=\"mailto:customer.services@paramo.co.uk\">customer.services@paramo.co.uk<\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2 id=\"Six\" style=\"text-align: center\">THE P\u00c1RAMO GUARANTEE<\/h2>\n<p>[\/vc_column_text][vc_separator color=&#8221;black&#8221;][vc_column_text css=&#8221;&#8221;]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.<\/p>\n<ul>\n<li>Our garment guarantee period is based on the expected length of time that the Nikwax\u00ae fabric, and components used in its manufacture will continue to perform for you.<\/li>\n<li>It covers any fabric, component, manufacturing, or other performance failure that is clearly\u00a0<em>not<\/em>\u00a0a result of normal wear and tear or damage (accidental or deliberate).<\/li>\n<li>Wear and tear includes but is not limited to; rips, tears, abrasions, burns, pilling, color fading and component wear or loss.<\/li>\n<li>Failure to use the correct aftercare for your garment will invalidate your guarantee.<\/li>\n<li>The guarantee is non-transferable and applies to the original purchaser of new, first quality goods manufactured by P\u00e1ramo Directional Clothing.<\/li>\n<li>To be covered by the guarantee, your P\u00e1ramo garment must have been registered with us within 3 months of purchase OR we require a valid receipt\/proof of purchase from an authorized P\u00e1ramo retailer.<\/li>\n<li>Professional use is not excluded from the guarantee.<\/li>\n<li>Any work carried out on a P\u00e1ramo garment by a third party will invalidate the guarantee.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/paramo-clothing.com\/en-us\/register-guarantee\/\">For full details of the Guarantee and to register your garment guarantee online, please click\u00a0here.<\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2 id=\"Seven\" style=\"text-align: center\">REPAIRS AND ALTERATIONS<\/h2>\n<p>[\/vc_column_text][vc_separator color=&#8221;black&#8221;][vc_column_text css=&#8221;&#8221;]Should your P\u00e1ramo 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 &#8211; 8 weeks of receiving payment.<\/p>\n<p>The shipping costs to and from our workshop are to be covered by the customer.[\/vc_column_text][vc_wp_text el_class=&#8221;responsiveish-table&#8221;]<\/p>\n<table class=\"tg\">\n<thead>\n<tr>\n<th class=\"tg-4sek\">WORKSHOP SERVICE<\/th>\n<th class=\"tg-4sek\">WORKSHOP HOURS<\/th>\n<th class=\"tg-4sek\">ALL PRICES INC VAT<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td class=\"tg-de2y\"><\/td>\n<td class=\"tg-de2y\"><\/td>\n<td class=\"tg-de2y\"><\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\" colspan=\"3\"><strong>Jackets:<\/strong><\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\">Main zip replacement \u2013 jacket<\/td>\n<td class=\"tg-de2y\">3.5 hrs<\/td>\n<td class=\"tg-de2y\">\u00a3100<\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\">Full back panel replacement \u2013 jacket<\/td>\n<td class=\"tg-de2y\">3.5 hrs<\/td>\n<td class=\"tg-de2y\">\u00a3100.00<\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\">Patching \u2013 jacket<\/td>\n<td class=\"tg-de2y\">2.0 hrs<\/td>\n<td class=\"tg-de2y\">\u00a365.00<\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\">Pocket or small vent zip replacement \u2013 jacket<\/td>\n<td class=\"tg-de2y\">2.0 hrs<\/td>\n<td class=\"tg-de2y\">\u00a360.00<\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\">Sleeve length alterations<\/td>\n<td class=\"tg-de2y\">2.0 hrs (depending on complexity)<\/td>\n<td class=\"tg-de2y\">\u00a370.00<\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\" colspan=\"3\"><strong>Legwear:<\/strong><\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\">Full length leg zip replacement on trousers<\/td>\n<td class=\"tg-de2y\">3.5 hrs (for one zip)<\/td>\n<td class=\"tg-de2y\">\u00a3105 single or \u00a3160 for both<\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\">Other zip replacement \u2013 pocket\/fly\/vent<\/td>\n<td class=\"tg-de2y\">2.0 hrs<\/td>\n<td class=\"tg-de2y\">\u00a360.00<\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\">Patching \u2013 Trousers<\/td>\n<td class=\"tg-de2y\">2.0 hrs<\/td>\n<td class=\"tg-de2y\">\u00a365.00<\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\">Microseat<\/td>\n<td class=\"tg-de2y\">3.0 hrs<\/td>\n<td class=\"tg-de2y\">\u00a380.00<\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\">Crampon patches<\/td>\n<td class=\"tg-de2y\">1.5 hrs<\/td>\n<td class=\"tg-de2y\">\u00a370.00<\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\">Legwear length alterations<\/td>\n<td class=\"tg-de2y\">3.0 hrs (depending on complexity)<\/td>\n<td class=\"tg-de2y\">Please contact us for a quotation<\/td>\n<\/tr>\n<tr>\n<td class=\"tg-de2y\">Gaiter zips (pair)<\/td>\n<td class=\"tg-de2y\">2.0 hrs<\/td>\n<td class=\"tg-de2y\">\u00a380.00<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_wp_text][vc_wp_text][\/vc_wp_text][vc_column_text css=&#8221;&#8221;]All waterproof \/ water repellent garments that have undergone work will be cleaned and re-proofed with Nikwax\u00ae free of charge before being returned to you.<\/p>\n<p><strong>Please adhere to the below to help us process your garments as efficiently as possible:<\/strong><\/p>\n<p>\u2022 \u00a0 \u00a0Clothing 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.<\/p>\n<p>\u2022 \u00a0 \u00a0When 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.<\/p>\n<p>\u2022 \u00a0 \u00a0We 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\u00a0 will incur a cleaning surcharge before our seamstresses will start work on them.<\/p>\n<p><strong>Our Bespoke Service:<\/strong><\/p>\n<p>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.<\/p>\n<p>\u201cI sent in a 29yr old Scala jacket that needed so many repairs it was untrue, but its dad\u2019s favourite jacket\u2026 The repairs were turned around quickly, and the quality of work is superb &#8211; the coat looks and feels superb and will last another 30 years. Everyone involved has done a stunning job and has done P\u00e1ramo proud! This has been a real labour of love and a fantastic demonstration of the skill and dedication of the P\u00e1ramo repair team \u2013 thank you so much.\u201d <em>A very happy customer<\/em><\/p>\n<p><strong>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 <a href=\"https:\/\/forms.gle\/wHDqVb6YPcnZ2TYq9\" target=\"_blank\" rel=\"noopener\">here<\/a>.<\/strong>[\/vc_column_text][vc_btn title=&#8221;Book a Repair or Alteration&#8221; align=&#8221;center&#8221; css=&#8221;&#8221; link=&#8221;url:https%3A%2F%2Fparamo-clothing.com%2Fen-us%2Fcontact-us%2F&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2 id=\"Eight\" style=\"text-align: center\">AFTERCARE<\/h2>\n<p>[\/vc_column_text][vc_separator color=&#8221;black&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p id=\"linkEight\">P\u00e1ramo fabrics offer significant advantages in terms of waterproofness and durability and correctly caring for them is essential for their performance and longevity.<\/p>\n<p>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 P\u00e1ramo jacket <a href=\"https:\/\/paramo-clothing.com\/en-us\/wash-care-instructions\/?preview=true\" target=\"_blank\" rel=\"noopener\">here<\/a>.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 id=\"Nine\" style=\"text-align: center\">RE-STORE ADVENTURE<\/h2>\n<p>[\/vc_column_text][vc_separator color=&#8221;black&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p id=\"linkNine\">If we are unable to restore your garment, we also offer garment recycling through our Re-Store Adventure program.<\/p>\n<p>We&#8217;ll take back any P\u00e1ramo product (except underwear) and either find it a new home or recycle it into new fabric. We\u2019ll also reward you for returning it to us with a generous discount on new P\u00e1ramo products.<\/p>\n<p>For an old Nikwax Analogy\u00ae garment, we\u2019ll give you $75 off a new item worth more than $200<\/p>\n<p>For any other P\u00e1ramo garment, we\u2019ll give you $15 off a new item worth between $40 and $200<\/p>\n<p>Recycling your old gear is very easy. You can either return it to us by post.<\/p>\n<p>If you are returning your clothing by post, please print and complete this <a href=\"https:\/\/paramo-clothing.com\/en-us\/wp-content\/uploads\/2024\/02\/PostalSchemeRecyclingForm_2022_en.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">form <\/a>then package it up with your clean garment and send it to the following address:<\/p>\n<p><strong>P\u00e1ramo Re-Store Adventure<\/strong><br \/>\n<strong>P\u00e1ramo North America<\/strong><br \/>\n<strong>5101 14th Ave NW #401<\/strong><br \/>\n<strong>Seattle, WA 98101<\/strong><\/p>\n<p>On receipt of your package, our Customer Services team will email you a discount code. Your code is valid for 12 months and can be used online.<\/p>\n<p><em>If you are unsure whether your garment qualifies for Re-Store Adventure, our Workshop will be happy to assess its condition for you and make an honest recommendation.<\/em>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][vc_column_text] Customer Service Information [\/vc_column_text][vc_column_text css=&#8221;&#8221;] PRICING ORDERS DELIVERY EXCHANGES AND REFUNDS COMPLAINTS THE P\u00c1RAMO GUARANTEE REPAIRS AND ALTERATIONS AFTERCARE RE-STORE ADVENTURE [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text] PRICING [\/vc_column_text][vc_separator color=&#8221;black&#8221;][vc_column_text css=&#8221;&#8221;]All charges on our International and US sites are in United States Dollars ($). The prices displayed in your pack are the current prices of the goods and the [&hellip;]<\/p>\n","protected":false},"author":85,"featured_media":0,"parent":0,"menu_order":19,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"iawp_total_views":551,"footnotes":""},"class_list":["post-665","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Service - P\u00e1ramo North America<\/title>\n<meta name=\"description\" content=\"This page provides detailed customer service information to help you with questions regarding your order, our products, warranty, and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/paramo-clothing.com\/en-us\/customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service - 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