Frequently Asked Questions
Returns and Repairs
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.
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.
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.
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.
PSD2 is a new European payment service directive created to give people more protection against electronic payment fraud.
From September 2019, online card payments will require an extra authentication step at checkout. For example, you may need to enter a one-time code sent to your phone or tablet.
The Patagonia team is working hard to prepare our website for PSD2. However, you may have problems with some card payments. This is because banks control some of the steps in the new process and it is possible that they are not fully prepared to comply with this requirement.
If this is the case, we recommend trying an alternative payment method, such as PayPal or a bank transfer. And, as always, the Patagonia Customer Service team is happy to help if you have any issues while checking out.
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.
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.