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.

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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:

Germany and Austria

European Union

International

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DELIVERY


All online orders to the UK are shipped to you free of charge.

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.

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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.

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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

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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, which our workshop can repair for you at a reasonable cost.

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. 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. Any charge made for a repair will be at the discretion of Páramo based on this fair assessment.

To be covered by the guarantee your garment must be registered with us within 3 months of purchase OR we require a valid receipt or proof of purchase from an authorised Páramo reseller.

You can register your garment guarantee online here now. The guarantee is limited to the repair of the garment and excludes consequential loss or damages.

Any work carried out on a Páramo garment by a third party will invalidate the guarantee.

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REPAIRS AND ALTERATIONS


Should your garment become damaged or require alteration, we offer a comprehensive repair and alteration service at a reasonable cost. Garments should be booked in to our workshop here and we will provide you with an expected timeframe and price. We aim to return your garment to you within six weeks of it arriving in the workshop and receiving payment.

Any garment being repaired or modified (whether under guarantee or not) will also be professionally cleaned and reproofed before it is returned to you.

Typical workshop charges are set out 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  
       

 

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.

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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.

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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 purchased from our website or in one of our Brand Stores.

If you return a Nikwax® Analogy® garment, we'll give you a £50 discount on a new item worth more than £140 RRP. For any other Páramo garment returned you'll get a £10 discount on a new item worth more than £25 RRP.

Recycling your old Páramo gear is easy. Either send in your freshly laundered and dry garment by post, or hand it in at one of our Páramo Brand Stores or stockists. You can even bring it along to a Páramo event. Click here for more information.

 

If your query is not answered on this page, please take a look at our Frequently Asked Questions here.

Alternatively, you can get in touch with us here.

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