Customer Service Information

  1. 1. BUYING FROM THE PÁRAMO WEBSITE

  2. 2. YOUR PÁRAMO GEAR

  3. 3. FREQUENTLY ASKED QUESTIONS

BUYING FROM THE PÁRAMO WEBSITE


We’re here to help...

Páramo garments provide maximum comfort and performance during their life. We provide a comprehensive Customer Service to ensure you get the most from every Páramo garment you own. We genuinely value your feedback on all aspects of our range and service - so please get in touch.

If your query is not answered on this page, you may like to consult our Frequently Asked Questions section here.

Alternatively, contact us on +44 (0)1892 786444 or click here to send us your question, suggestion or feedback.

For more detailed information on who to contact, visit our ‘Contact Us’ page here.

Choosing the right size

As individual garments offer different fits and styling to suit different activities, each product page gives a size chart compiled for that specific garment to help you get the best fit. You can view an overall size chart here:

Women’s garments

Men’s or Unisex garments

Ordering & Payment

Once you’ve chosen the product, colour and size that you would like to purchase, add the product to your pack and move to the checkout page. All online orders require a full address (including postcode/ ZIP code), international phone number and email. Please ensure that your shipping address details are correct, as they are copied directly from the information you give us. We are not responsible for orders with incorrect or missing information should they not reach you.

We accept all major credit and debit cards including Visa, Mastercard, Switch, Maestro, with the exception of American Express. When entering credit/ debit card details, please ensure that the address you quote is the same as that held by your bank to avoid delays in processing your order. Páramo will confirm your order by sending an email to the address you provide on your registration form. The shipment email will include your name, the order number and the total price. Páramo's acceptance of your order brings into existence a legally binding contract between us on these terms.

If you have any concerns about your order (for example, you have changed your mind about the colour or size, or you are concerned that the promotional code has not been applied as it should have been), please ring us on +44 (0)1892 786444 Monday-Friday, 8:30 - 17:30 GMT or send us an email quoting the relevant information with your order number.

Buying outside the UK?

If ordering from Germany or Austria, visit our German language site at paramo-clothing.de (or choose ‘Deutschland’ at the Country option at the bottom of the home page).

If ordering from inside the European Union*, please use paramo-clothing.com/en-eu/ (or choose English European at the Country option at the bottom of the home page).

If ordering from outside the European Union, please use our international site at paramo-clothing.com/en-in/ (or choose ‘English International’ at the Country option at the bottom of the home page).

*Countries within the European Union are Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Pricing

All charges on our UK site are in UK Sterling (£). All charges on both our European Union and International site are given in Euros (€). 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. All prices on this website are for online purchases only and may differ from the Páramo brand stores or other retail outlets selling Páramo. All products are supplied subject to availability.

Páramo is entitled to withdraw from any contract in the case of obvious errors or inaccuracies regarding the goods on our website. If an error or inaccuracy is discovered with regards to the advertised price of the goods that you have ordered, we will contact you as soon as possible by email or telephone to inform you of the correct price, and to ask if you wish to continue with the order at the amended price, or to cancel the order altogether.

Delivery

The delivery charges for your order are calculated in accordance with our delivery rates as set out on our site, and are shown separately on the order confirmation.

For UK orders: our aim is to despatch your order the next working day. The standard delivery within the UK is a 24 hour service sent via FedEx, so orders should be with you within 3 to 4 working days. However, delivery times can increase to remote areas of the UK Mainland and outside the UK Mainland.

For orders within the European Union: 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 Parcelforce Euro Priority Service.

For international orders outside the European Union: 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 Parcelforce Global Express Service.

Please note that all despatch and delivery times are approximate.

All delivery times quoted are estimates based on availability, delivery companies, weather conditions etc. Delivery will be made as soon as possible after your order is accepted and in any event within thirty days of the order being accepted.

If items on your order are out of stock, we will inform you. We can despatch any available items immediately, so please let us know.

If Páramo has insufficient stock to deliver the goods ordered by you, we will notify you as soon as possible and any sum debited by Páramo from your credit card will be re-credited to your account and Páramo will notify you by email at the address given by you in your order form. The refund will be made as soon as possible and in any event within 28 days of your order.

Christmas Delivery & Returns info

TO UK ADDRESSES

Scottish Highlands and Offshore - order before 4pm on Tuesday 19th December
Remainder of UK - order before 4pm on Wednesday 20th December

** Orders placed between 21st December 2017 and 3rd January 2018 will be processed and despatched on Wednesday 3rd January 2018**

INTERNATIONAL ORDERS

Europe – order before 1pm GMT on Thursday 14th December
USA/Canada – order before 1pm GMT on Wednesday 13th December
Rest of world - we cannot guarantee delivery before Christmas for orders placed after 1pm GMT on
Friday 1st December 2017.

** Orders placed after these cut off times and up to 2nd January 2018 will be processed and despatched on 3rd January 2018**

EXTEND EXCHANGE & RETURNS TERMS

Over the Christmas period we have extended our Exchange & Returns terms. Any order placed after 1st November 2017 can be returned up to 31st January 2018.

Tracking your order

You will receive an email notification when your order is received. If you supply a mobile telephone number, you will also receive a text when your order is despatched. We are currently unable to offer an online tracking facility to allow you to view the progress of your order. We are working to enable this feature for the future. If you are concerned about the progress of your order, please call our customer service team on +44 (0)1892 786444.

Exchanges & returns of website purchases

Can I return an item bought from the Páramo website for an exchange?

We are happy to exchange or refund unwanted items that are returned to us within 21 days, provided they are in perfect condition. You should find a returns label included with your order which you can affix to the parcel. Alternatively please send the items to the address below with a note quoting your order number: Páramo Website Returns, Unit L, Durgates Industrial Estate, Wadhurst, East Sussex, TN5 6DF, UK

Please enclose a letter specifying, in as much detail as possible, which items you require in exchange and giving your order number and contact details, including a telephone number at which you can be reached during the day. For the return of high value goods, we recommend that you use a recorded delivery service, as we cannot be responsible for non-delivery of returned items. If you return any product(s) purchased as part of a ‘bundle deal’ offer or discount, the amount refunded will reflect any alteration in meeting the original requirements of the offer or discount.

We try to process returns as quickly as possible, but it can take up to 21 days when we’re very busy.

Call us on +44 (0)1892 786444 Monday-Friday, 8:30 - 17:30 GMT if you wish to discuss a return, quoting your order number.

How do I return an incorrect, faulty or damaged item?

Should you receive any items that you did not order, or that prove to be faulty, you should use the returns label included with your order to affix to the parcel. Alternatively please send the items to the address below and enclose a note quoting your order number:
Páramo Website Returns, Unit L, Durgates Industrial Estate, Wadhurst, East Sussex, TN5 6DF, UK

Please enclose a letter specifying, with as much detail as possible, how you wish the situation to be resolved - for example, if you require a replacement or a refund - and giving your order number and contact details, including a telephone number at which you can be reached during the day. For the return of high value goods, we recommend that you use a recorded delivery service, as we cannot be responsible for non-delivery of returned items. In the case of goods that were faulty or damaged when despatched, your postal costs will be refunded to you.

Please call us on +44 (0)1892 786444 Monday-Friday, 8:30 - 17:30 GMT if you wish to discuss a return, quoting your order number.

You also have legal rights, which are not affected by our goodwill returns/exchanges policy. Please see 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 contact the Customer Service Manager at the following address:
Páramo, Unit F, Durgates Industrial Estate, Wadhurst, East Sussex, TN5 6DF, UK

If you have purchased items from one of our stockists (whether online or in store) and would like an exchange or refund, you need to check the returns/exchanges policy of the stockist you bought the item from and deal with the stockist directly.

Online Dispute Resolution Platform (ODR)

If your complaint is in relation to products or services purchased online from 15 February 2016 you can access the Online Dispute Resolution Platform (ODR Platform) here.

The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help customers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. You can submit your complaint online through the ODR platform in any of the official languages of the EU. The ODR platform can then submit your complaint to the Financial Ombudsman Service to facilitate resolution of your complaint.

Please note that as this platform will ultimately re-direct your complaint to the Financial Ombudsman Service, you may prefer to contact us directly in the first instance about your complaint using the contact details noted above.

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YOUR PÁRAMO GEAR


The Páramo Lifetime Guarantee

We guarantee everything we make. Under the Páramo guarantee any manufacturing fault will be resolved, free of charge, for the life of the garment.

Registration and proof of purchase

To be covered by the guarantee, your garment needs to be registered with Páramo or you will need to provide us with a valid receipt or other valid proof of purchase from an authorised Páramo reseller. The guarantee only applies to the original garment owner when registered within 3 months of purchase and is non-transferable.

You can register your garment by filling in your details on the swingtag card or online here.

Wear and tear

All our garments are manufactured to meet our extremely high quality and performance standards. However, even the most cared-for garments eventually show signs of wear and tear. Accidents happen, moving parts wear out and fabrics fade with time and use. General wear and tear or accidental damage is not covered by the guarantee but even these garments can be repaired for a reasonable cost. As an example of the expected lifetime of a product, garments owned by professional outdoor teams will be used virtually every day and will wear at a quicker rate than a garment used only at the weekends. We would expect that any manufacturing defect or component failures would become apparent within a period of 3 years for such frequent and regular professional use.

Considerations including component lifetime

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.

We source the highest quality components for use in our garments. However, no component will last forever. Varying levels of use will affect the lifespan of all components. In every case, a fair assessment will be made of the overall level of wear of the individual garment based on the expert knowledge of our workshop team. Any charge made for a repair will be at the discretion of Páramo based on this fair assessment.

Caring for your Páramo garment

Each product page provides recommended aftercare information. Washcare instructions are given on the garment washcare label and swingtag. The following provides general guidance:

Caring for waterproof and water-repellent garments

Páramo waterproofs offer significant advantages over other manufacturers’ garments in terms of durability and longevity. The waterproofing is renewable indefinitely with Nikwax aftercare products. Correct aftercare for your Páramo Analogy, Fleece, Windproof or Cotton+ garments is essential to maintain the performance of our unique fabrics and prolong the life of your garment:

  • We recommend regular cleaning with Nikwax Tech Wash® (every 4-8 weeks with regular use, more often in muddy conditions, for example). Regular washing in Tech Wash will not damage the garment. Rapid wetting of the outer fabric in rain (i.e. water absorbed by the fabric) is a sure sign that the water-repellency is fading and washing in TechWash is required.
  • We recommend re-proofing with Nikwax TX.Direct® every 4-6 washes. (Cotton+ garments can be re-proofed with Nikwax Cotton Proof). More frequent re-proofing will not necessarily produce improved performance.

In addition to caring for your garment at home, Páramo offers a professional clean & re-proof service at the cost of £30.00 per garment. Any garment being repaired or modified (whether under guarantee or not) will have this carried out as part of the process before it is returned to you.

Caring for baselayers

Baselayers such as Cambia Tshirts and underwear, Grid baselayers or Trek & Travel shirts and legwear are best either washed in Nikwax BaseWash®  or in a non-bio detergent with Nikwax BaseFresh®  conditioner to maintain wicking performance and avoid odour build up.

Garments can be dried naturally or tumble-dried on a cool setting - if you suffer from static we recommend that you do not tumble dry your base layer garments.

Páramo’s Repairs & Alterations Service

Should your garment become damaged or require alteration, Páramo offers a comprehensive repair and alteration service at a reasonable cost. Examples of typical charges (from 1st January 2014) are listed below:

Repairs and patching from £30.00 (depending on garment & damaged area)
Replacement back panel   £40.00  
Jacket main zip replacement   £47.50  
Pocket zip replacement   £30.00  
Single side leg zip replacement on trousers   £45.00  
       
Shortening legwear from £47.50  
Lengthening legwear   £60.00  
Garment body alterations   £55.00  
       
Hood replacements made to order   £45.00  
       
Professional clean and re-proof service   £30.00  
       

Any garment requiring repair or alteration will be assessed before an exact cost can be given. If you have any specific requests or queries, don’t hesitate to call us on +44 (0)1892 786444 or email enquiries@paramo.co.uk and we will do our utmost to help. We will always provide a quote for the cost of any work before it is carried out.

To return a garment to us for assessment, please complete our returns form and return it with the freshly laundered and dry garment to the following address:
Páramo Ltd, Unit L
Durgates Industrial Estate,
Wadhurst,
East Sussex,
TN5 6DF,
UK

To download our customer returns form click here

Please ensure that all garments are laundered and dry before returning them to us. Any garments which require cleaning prior to repair will be subject to a £10.00 charge.

Please ensure that you provide a telephone number (and/or email address) at which you can be reached.

Average turn-around time on paid repairs or modifications of garments is 4-6 weeks. We endeavour to process guarantee queries more quickly than this and aim to carry out an assessment, communicate with you and return the garment within 4 working weeks of it arriving with us. This may change due to seasonal variations. For an up-to-date estimated turn-around time, please call +44 (0)1892 786444.

The 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. As a reward for returning your old gear to us, you’ll receive a generous discount on new Páramo products. If you return a garment labelled Nikwax Analogy, we'll give you a £50 discount on a new item worth more than £125 RRP. For any other Páramo garment you'll get a £10 discount on a new item worth more than £25 RRP.

Recycling your Páramo garment is easy. Either send in your freshly laundered and dry garment by post, hand it in personally at one of our participating retailers including our own Páramo brand shops, or bring it along to a Páramo direct event. (See full instructions and terms & conditions here)

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