Orders

Frequently Asked Questions

We are sorry! Due to an essential system upgrade, please expect shipping delays from Tuesday 28th June. During this time, we are accepting orders, but the processing time is longer than normal. For this reason, Express Shipping options and Instant Payment methods are not possible, and only credit card payments are accepted. We apologise for any inconvenience caused.
We hope that all operations will resume as usual on July 7th.

Orders step by step process
  1. Once you’ve successfully placed your order on our website, we’ll send you an order confirmation email. Didn’t receive the email? Don’t forget to check your spam!
  2. Once your order is placed, we are unable to cancel or make any modifications to your order. Your order will enter our system where it will be passed along to our warehouse for processing.
  3. Our warehouse will pick and pack your order. If an item is no longer available, they will be sure to let us know so we can inform you of the out-of-stock item and refund you when necessary.
  4. Once picked and packed, your order is handed over to the carrier. We will send you an email confirmation with your invoice and tracking number.
  5. The carrier will provide you with SMS or email updates on the status of your delivery. Is your order delayed? To quickly resolve, you can contact the carrier directly, or, our CS team are available to help with any questions you have.
  6. Order received. We hope you enjoy your new items.

Orders changes

Can I cancel my order after placing it?

Unfortunately, we are unable to cancel your order once it has been placed on our website. This is due to our fast-processing times at our warehouse.

For more information, please contact our Customer Service Team for assistance.

Can I change my order after placing it?

Unfortunately, we are unable to change/edit your order once it has been placed on our website. This is due to our fast-processing times at our warehouse.

For more information, please contact our Customer Service Team for assistance.

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.

Billing Address: We are unable to make changes to your billing address. Due to our fast processing times, we are unable to modify any information in your order once it has been sent to our warehouse for packaging.

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 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.

Orders tracking

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. Please note that your tracking information will only be activated once your order has been handed to the carrier.

I have not received a confirmation email, was my order successful? How do I know if my order is processed?

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.

Where can I find my order number?

Your order number can be found on your order confirmation email as well as in your Order History when logged into your Patagonia Account.

Why can't I find my order in my order history?

If you can’t find your order in your order history, it might be that we’re still in process of validating your order or that your order didn’t go through. If you have any question, please contact our Customer Service Team and we will be happy to assist.

Payments

What payment options do you accept on your website?

We accept most major credit cards on our website. While we no longer accept Bank Transfer payments, depending on the country you are shipping to, we also offer PayPal, iDeal, Sofort and other real time bank transfer options. You can see the full payment options available to you after entering your shipping and billing address at checkout. For more information, please visit our Payments page.

How is tax calculated?

The product prices displayed on our website are inclusive of VAT, except in the case of Norway, or 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.

How secure is my payment?

Our customer’s security is really important to us, and we are committed to ensuring we keep our customers safe when shopping online. In order to do this, we are working hard to prepare our website for PSD2. PSD2 is a new European payment service directive created to give people more protection against electronic payment fraud. For more information, please contact our Customer Service Team.

Will I receive a copy of my invoice?

You will receive a copy of your invoice with your order shipping confirmation via email. If you’re missing your invoice or require an old one, please contact our Customer Service Team with your order number and we can email you a copy. Please note we are unable to edit the invoices.

When will I be charged?

Your payment method will determine when you are charged. For instant payments methods such as iDeal or PaypPal, the charge is immediate. For payments with Credit cards; the amount is reserved and only debited after the item has been shipped. For more information, please contact our Customer Service Team.

Can I buy a Patagonia gift card?

Unfortunately, Patagonia Europe does not offer or accept Gift Cards as a purchase method right now, we are hoping to update this soon.

How do I use my voucher?

If you have a Patagonia Promotional Code, this can be used at the checkout.

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