Customer Service FAQ

Returns and Repairs
How do I send in an item for a return or repair?
For full information on sending in your Patagonia item for a return or a repair, please visit our Returns and Repairs page.
How long will it take to send in my item for a return or repair?
Once delivered to our facility, we do our best to process returned items within 10 business days and repair items within 20 business days. During sale and holiday periods, these time frames may increase. Please note that these times do not include transit to and from our facilities.
How can I exchange my Patagonia product?
To exchange an item from your recent order, simply send it back for a refund and place a new order on eu.patagonia.com. Please see our Returns and Repairs page for further details.
What is your Ironclad Guarantee?
We are happy to ensure quality in all our products. If you are dissatisfied with any of your Patagonia products, please reach out to our Customer Service team for assistance. If your item is not reparable, we may, at our discretion, organise an alternative solution for you.
Does Patagonia repair specialty items like waders, wetsuits and footwear?
We’ll do our best to repair your gear, but some items require special attention and some cannot be repaired. For specifics on repairing your specialty item, please see below:

Waders: If you encounter an issue with your waders, please contact our Customer Service team with the requested information from our Returns and Repairs page. All waders will be sent for an evaluation in our Portuguese repairs centre. Damage due to wear and tear or accidents such as the occasional run-in with thorns or barbed wire will be repaired under our warranty.

Wetsuits: Wetsuits require extra care and technique when repairing, so we handle these a little differently. Wetsuit failure due to malfunction, such as a broken zipper or torn seam, will be repaired free of charge. Unfortunately, extensive damage due to wear and tear cannot be repaired.

To send in your wetsuit for an evaluation, please contact our Customer Service team with the requested information from our Returns and Repairs page.

Footwear: Unfortunately, we are unable to repair Patagonia footwear. If your footwear is in need of a repair, please visit our Returns and Repairs page and send the requested information to our Customer Service team. We will be happy to inform you of other options available to you for these issues.
Shipping
How long will it take for my item to arrive?
Delivery times vary depending on your chosen shipping method and the destination of your parcel. For full details on packaging and transit times, please visit our Shipping Information page.

Please note that weather, public holidays, peak shipping seasons and incorrect delivery information can delay the shipment of your order. Patagonia are unfortunately unable to control or reimburse issues related to any of the above.
How do I track my order?
Once your order leaves our warehouse, we will send you an email with your tracking information. You will then be able to track the order as it makes its way to you.
What are your shipping rates?
Patagonia Europe offers two shipping options: Standard and Express Shipping. For more information on costs associated with these options, please visit our Shipping Information page.
Can I ship internationally?
Patagonia EU delivers in 31 countries across Europe. For orders outside of the EU, please visit our US website for more information.
Account
Where do I create an account?
To save customer information, we recommend creating an account. You can access our sign-in or sign-up tool by hovering over the silhouette in the upper right of our website.
I’ve forgotten my password; how can I change it?
Don't fret! You can reset your password via the Account Sign In page, and by following the "Password Help" link, which is below the Returning Customer sign in option.
Unsubscribe or Change Email Preferences
You can change your email preferences by clicking the link in any Patagonia email, or contact Customer Service and we'd be happy to assist in removing you from our mailing list.
Orders
How do I cancel or make changes to my order?
Unfortunately, we are unable to make changes to your order once it has been placed on our website. To cancel your order, please call our Customer Service team as soon as possible. Depending on the status of your order, it may or may not be possible to cancel it.
I need to change my shipping and billing addresses; how can I do this?
Shipping Address: For security reasons, we are unable to make changes to your shipping address. Once your order is dispatched from our warehouse, you will receive an email with your tracking information. You can then contact the relevant carrier to provide them with additional information for the delivery of your parcel. Alternatively, you can cancel your order. Please contact Customer Service for more information.

Billing Address: It is always possible to update your billing address with us by calling or emailing our Customer Service team. Please note that a change to a billing address will only be reflected on your invoice if the change is made before your order is shipped.
I have not received a confirmation email, was my order successful?
Once you have successfully placed an order on our EU website, you will receive a confirmation screen with an EU order number, followed by a confirmation email to the email address you have provided in the checkout section of our website. If you do not land on the order confirmation screen, it is possible that your order has not been successful due to a browser issue. If you do not receive the confirmation email, please check your spam folder. If nothing has arrived to you, please contact our Customer Service team and we will be happy to assist.
How can I check my order status?
As soon as your order is dispatched from our warehouse, you will receive an email with the tracking information. Please allow 1-2 business days for the packaging of your order. Please note that we do not package or ship orders on weekends or public holidays.
Will I be charged for out-of-stock items in my order?
If an item in your order is out-of-stock, you will not be charged for that item. For Bank Transfer or Real Time Bank Transfer orders where the full payment has been made, you will be refunded for the missing item(s). The refunded amount should clear in your account within 3-10 business days.

For credit card orders where the payment has been authorised, we do not retrieve the funds until the order has been shipped. In the event of a missing item, we will only retrieve the amount for the item(s) shipped.
Have you received my bank transfer?
Please note that the bank transfer payment option will not be available between February 26 – April 15th due to a planned systems upgrade. If you have already placed an order with the bank transfer option before February 26th, you can still transfer your payment up to 10 days after the time your order was placed.
I forgot to include my payment reference with my bank transfer; what should I do?
Please note that the bank transfer payment option will not be available between February 26 – April 15th due to a planned systems upgrade. If you have already placed an order with the bank transfer option before February 26th, you can still transfer your payment up to 10 days after the time your order was placed.
Payment
How is tax calculated?
The product prices displayed on our website are inclusive of Value-Added Tax (VAT) except where local laws provide otherwise. Please note that the VAT rate is determined by the country to where you are shipping the item(s).
Can I place an B2B order and deduct the VAT?
All prices are VAT inclusive at the rate applicable when your order is placed. The VAT rate can vary according to the EC intra-community rules in force. The Website is available for B2C only. We are not able to modify the VAT rate for B2B customers.
Products
How do I care for my item?
We recommend extending the life of your product by caring for it properly. Learn more about caring for your item by visiting our Product Care page.
How can I tell what size I am?
For the most accurate sizing, you would want to reference your body measurements with our size chart. The size chart can be found on any product page by clicking the "Size Chart" link below the price, or by clicking the "Size Chart" link in the size drop-down menu.
Can I be notified when something comes back into stock?
Unfortunately, we are unable to notify you when an item comes back into stock. However, our website inventory is updated regularly and so you can contact Customer Service for inventory queries.
Does Patagonia still sell footwear?
Unfortunately, Patagonia is no longer manufacturing footwear. If you are looking for wading boots or surf footwear, please shop our Fishing and Surfing collections.
How can I give feedback about my Patagonia item?
We love to hear what you think! For product feedback, please leave a review on the corresponding item's page on our website or send an email to directsales.europe@patagonia.com. Not sure which item you have? Customer Service is happy to help!
Other
How do I receive information about Patagonia promotions and sales?
You can Sign up for Patagonia Emails at the bottom of our website to stay up-to-date on Patagonia promotions and web specials.
Where can I find the Worn Wear Truck?
We aren't always on the road, but when we are, you can check out our Worn Wear Tour Dates page to see where to find us.
What is the PRO program?
The Patagonia Pro Program is a membership program for qualified outdoor professionals, environmental grant recipients and outdoor industry partners. Membership is by application, is not guaranteed and can be revoked at any time.
For more information, check out our Pro FAQs.
Counterfeit Products
Where can I find authentic Patagonia products?
Authentic Patagonia products are available at patagonia.com, at our Patagonia retail stores, as well as our dealers' stores and their websites. You can find a complete list of these stores by clicking on "Our Stores" or by going directly to our Store Locator.
I found a website that sells Patagonia products. How do I know if it's legitimate?
The website probably isn't legitimate if you are reading this. An increasing number of websites "scrape" our site and its images and then set up a page that mimics the look and feel of patagonia.com. These sites are run by scammers who will charge your credit card and then either: send you nothing, send you counterfeit Patagonia product or send you some totally unrelated cheap product. In any event, they will ignore your effort to contact them, and you will have to convince your credit card provider to cancel the charge.

How to tell if a website selling Patagonia product is legitimate:

- Is it an authorized store listed on our Store Locator?
- Is the URL suspect? Patagonia.com is the only online Patagonia store; we do not have any online outlet or discount shops. Any URL with "patagonia" and "official" "sale" "discount" "clearance" or anything else is fake.
- If the price discount looks too good to be true, it is.
- Contact email should not be a commercial email provider (e.g. hotmail.com, gmail.com, yahoo.com) rather than a corporate address.
- Policies such as shipping, refund, etc. are written poorly or don't make sense.
- If you are ever unsure about a website, please reach out to our Customer Service team before ordering. We will be able to verify the legitimacy of the website for you.
I found Patagonia product on an auction site, flash sale site, or in a brick-and-mortar discount retailer. Is it authentic?
Patagonia prohibits its authorized dealers from selling on online marketplaces like amazon.com, ebay.com and some other well-known online platforms. Patagonia cannot assure that products you buy from these providers or in these stores are authentic.

Online marketplaces, like those mentioned above, host third-party sellers and usually do not guarantee the authenticity of the products on their sites. We regularly find counterfeit Patagonia products on these marketplaces—even listings that use our images, product copy and otherwise look legitimate to the online customer.

Your best bet to get authentic Patagonia product is to buy from patagonia.com, one of our retail stores or from one of our authorized wholesale dealers, which you can find on our Store Locator.
Already bought counterfeit product or did not get anything after your card was charged?
Please reach out to our Customer Service team who can verify the legitimacy of the website for you. If we confirm that the website is fake, you will be able to chargeback the cost of the order via your bank.
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