EU Customer Service FAQ
Most asked questions
Our team and delivery partners are working hard to make sure things run as smoothly as possible for our UK customers. We are taking care of the new documentation processes so your ordering experience should remain the same. However, there may be delays, outside of our control, due to increased transit times between our warehouse in the Netherlands and UK addresses.
If you send something back to us for a refund, this should still be processed within 3-10 working days from the day you post it.
After you buy something on our website, it takes 1 business day to get your order ready for delivery. If you are ordering to an address in the UK, it may take 1-2 extra business day for our partners to take care of the new customs documentation requirements.
Once your order leaves our warehouse in the Netherlands, you will receive an email with your tracking number. We will be in touch with status updates on your delivery.
We are working hard with our delivery partners to make sure you receive your order as soon as possible.
No, there are no extra costs to deliver your order to a UK address. We charge a standard shipping fee of £7 on all orders under £90.
Patagonia will cover any additional customs or import duties on your order.
All standard shipping orders are shipped to the UK with DPD delivery service.
Express shipping orders are shipped to the UK with UPS Express delivery service. 24h delivery service is not guaranteed for United Kingdom.
Please note: On 21 December, we updated our return labels for UK customers. If you printed a return label, with an end destination of the Netherlands, before this date, and have not posted it yet, please contact our customer service team and we will send you a new label for your return.
Returning an item to Patagonia is easy and can be done at any time using our Online Returns Portal. If you send something back to us for a refund, this should still be processed within 3-10 working days from the day you post it.
In early January 2021, there may be UK customs and delivery disruptions. Therefore, we recommend waiting until mid/late January to send us your return, if that's possible.
Please take care when logging your item(s) in our Online Returns Portal, including checking your invoice to make sure you are selecting the correct product code, colour and size, before generating your return label . This is to avoid delays caused by the new customs procedures for returns from the UK.