Frequently Asked Questions

Patagonia Returns and Repairs

When you placed your order at Patagonia.com you received an email from directsales.europe@patagonia.com with return instructions and a return label. Use this label to return the item(s). The return label allows you to track and trace your parcel. Learn more on our Returns and Repairs page.
You can send your Patagonia item(s) to our repair facility. To do that contact our Customer Service by email or by phone and they will provide you with a repair label that you will have to use to send us the item(s). Learn more on our Returns and Repairs page.
Once delivered to our facility, we do our best to process returned items within 10 business days (14 calendar days) and repair items within 20 business days. During peak times and sales these time frames can increase. Learn more on our Returns and Repairs page.
If you use the Patagonia return label, you will have to pay the local postage for your return and Patagonia will pay the international postage. If you choose not to use the return label offered by Patagonia, then you will be responsible for the entire return postage.
If your garment was not purchased at our online store, please return it to the store at which the garment was bought. If that is not possible, please contact our customer support team.
Any Patagonia items can be sent in for repair. Learn more on our Returns and Repairs page.
To exchange an item, place a new order online. Then, simply return your item for a refund.
We are happy to ensure quality in all our products. Learn more about our Ironclad Guarantee.
Learn more about Wader Care and Warranty and at home Wader Repair. You can also send your waders to our repair facility; get started on our Returns and Repairs page. Learn more about Wetsuit Warranty and Wetsuit Repair.
We are happy to evaluate returns and repairs at any point in a garment's lifetime. Get started on our Returns and Repairs page.
Repair items must be evaluated in person by our Repair Team to determine if an item can be repaired. Please take a look at our Repair Form for details on unrepairable items.
The following items cannot be repaired: Baselayers, underwear and socks.
As we like to say - "If it's broke, fix it!" Learn more about repairing your gear with our DIY Repair & Care Guides.

Shipping

Shipping times vary depending on the shipping method you select. Learn more about our current options and rates on our Shipping Information page. Please contact Customer Service for advice.
Patagonia delivers in 30 countries across Europe. Learn more and find eligible countries and rates on our Shipping Information page.
A shipping confirmation email containing the tracking information will arrive after your order ships. If you are having trouble tracking your package, contact Customer Service, and we'd be happy to assist.

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.
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.

Orders

Patagonia quickly processes and ships orders. As we do our best to expedite any and all orders that come through, it is unfortunately, not possible to amend them after they have been placed.
Generally, orders are shipped within one business day.

Payment

You'll have the option to add your Promotional Code in your shopping cart or during the Billing portion of checkout. Be sure to enter this exactly as it appears in the form it was received. Having trouble? Customer Service is happy to help!
The product prices displayed on the Website are inclusive of Value-Added Tax (VAT). The VAT rate can vary according to the EC intra-community rules in force.

Products

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.
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.
We are not able to notify you when an item comes back in stock at this time. However, our website inventory is updated regularly. Contact Customer Service for inventory queries.
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

You can Sign up for Patagonia Emails to stay up-to-date on Patagonia promotions and web specials. If you are looking for more specialized guidance, feel free to send directsales.europe@patagonia.com an email and they may be able help you out.
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.
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.
Your feedback helps us improve. You can tell us what you think by using our Contact Form or reaching out to our Customer Service.

Counterfeit Products

Patagonia's mission statement is "Build the best product, cause no unnecessary harm, use business to inspire and implement solutions to the environmental crisis." Counterfeit Patagonia product is an assault on everything we stand for as a business. Counterfeit Patagonia product is low-quality clothing, made in factories with abhorrent labor conditions, using toxic materials that pollute the environment. These poorly built products then quickly fall apart and make their way into the landfill furthering the harm they reap.

Patagonia works hard to stop sales of counterfeit product and to shut down fraudulent websites that steal from our customers. These FAQs will help you buy real Patagonia product from authorized sources, so you buy fewer, better products that are eligible for our Ironclad Guarantee.

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.

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.
  • When in doubt, we can help you out! Email us at takedown@patagonia.com or call Patagonia customer service.

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.

Please report the site to us at takedown@patagonia.com so that we can work to get the site taken down to help prevent other customers from getting duped.

It's probably not too late to get your money back by disputing the charges with your bank or credit card company. Keep in mind that you should provide as much information as possible, such as:

  • Proof of purchase (email or paper receipt/invoice)
  • Proof of your attempt to return the fake product for a refund
  • Screenshots of the results showing authorized Patagonia retailers, or a screenshot of a legal notice declaring the website is counterfeit

Be prepared to provide the following type of information when reporting counterfeit websites, or any other IP theft, to us (or the IPR Center):

  • Information about the business/individual that violated intellectual property rights (e.g. address, website, email, social media site/user account, IP address)
  • Monetary loss and type of payment used
  • Type/style of products offered
  • Summary of incident
  • Contact history with business/individual that violated intellectual property rights
  • Any other research or information about the incident