Customer Service Information

All charges on our UK site are in UK Sterling (£). All charges on our German and Austrian, and European Union sites are in Euros (€). All charges on our International site are in United States Dollars ($). The prices displayed in your pack are the current prices of the goods and the amount you will be charged for each item when submitting your order. Our website prices are for online purchases only and may differ from Páramo brand stores or other retail outlets selling Páramo. All products are supplied subject to availability.

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We accept all major credit cards excluding American Express.

You will receive an email notification when your order is received. If you have supplied a mobile telephone number you will also receive a text from our courier when your order is despatched. All of our couriers have tracking facilities.

If items on your order are out of stock we will inform you as soon as possible and any sum debited by us will be re-credited to your account. Páramo will notify you of this by email to the address supplied on your order. The refund will be made as soon as possible and in any event within 28 days of your order.

For all order queries please email us here and remember to include your order number.

Buying from outside the UK? Please order via our other sites as follows:

Germany and Austria

European Union

International

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All online orders to the UK are shipped to you free of charge.

UK ORDERS: Our aim is to despatch Páramo orders within 5 working days. The standard delivery within the UK mainland is a 24 hour service via DPD. However, delivery times, and couriers, can change in remote areas of the UK mainland and outside of the UK.

EUROPEAN UNION ORDERS: Our aim is to despatch your order the next working day. Please allow 3-5 working days for delivery. European Union orders are sent via FedEx.

INTERNATIONAL ORDERS: Our aim is to despatch your order the next working day. Please allow up to 7 working days for delivery. International Orders are sent via FedEx.

Please note delivery times are best estimates and may change due to global conditions, stock availability and delivery providers.

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We are happy to exchange or refund unwanted items provided they are returned to us within 80 days in perfect condition. Simply complete the returns form included with your parcel and send it back to us. For high value goods we recommend you use a recorded delivery service as we cannot be held responsible for non-delivery of returned items.

If you return any product(s) purchased as part of a ‘bundle’ offer or discount, the amount refunded will reflect any alteration in meeting the original requirements of the offer or discount.

We will process your return as quickly as possible although this may take up to 21 days during busy periods.

Your legal rights are not affected by our exchange and refund policy. Please read our full terms and conditions of sale for more detail.

For items purchased from one of our stockists (whether online or in store) please check their own returns/exchanges policy and deal with them directly.

We are not able to accept returns for men's Cambia boxers or women's Cambia briefs unless the product is faulty or damaged.

Please note we do not offer free returns unless a garment is faulty.

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Páramo operate a complaints handling procedure to try to resolve disputes when they first arise. If you have a complaint, please email our Customer Experience Manager at customer.services@paramo.co.uk

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Under the Páramo guarantee, any manufacturing fault will be resolved free of charge. This excludes general wear and tear over time or accidental damage. Although we source the highest quality components for use in our garments, no component will last forever, and varying levels of use will affect their lifespan. Any charges made for a repair or alteration will be at the discretion of Páramo based on a fair assessment.

To be covered by the guarantee, your Páramo garment must have been registered with us within 3 months of purchase OR we require a valid receipt/proof of purchase from an authorised Páramo retailer.

Any work carried out on a Páramo garment by a third party will invalidate the guarantee.

The guarantee is limited to the repair of the garment and excludes consequential loss or damages.

You can register your garment guarantee online here now. 

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Should your Páramo clothing become damaged or require modification, our Workshop provides a comprehensive in-house repair and alteration service. We aim to return your garment to you within 6 - 8 weeks of receiving payment. 

If you would like to book your garment in for a professional deep cleaning and re-proofing service only, we aim to return your laundered garment to you within 2 weeks of receiving payment.

Typical workshop charges are set out below - these prices will take effect for all bookings given with a date of 1st May onwards:

Páramo will only pay the return postage cost, after garments have been repaired, altered or laundered.

All waterproof / water repellent garments that have undergone work will be cleaned and re-proofed with Nikwax® free of charge before being returned to you.

Please adhere to the below to help us process your garments as efficiently as possible:

•    Clothing must be booked into our workshop here and we will then provide you with a booking reference number and a date for you to return your garment to us. DO NOT send your clothing in until we have supplied you with this information or you risk us returning it to you. Bookings will ONLY be processed via the online form, and the confirmed price and anticipated timeframe for the work will ONLY be provided once your garment has been received and assessed in our Workshop.

•    When sending your garment back to us, it is essential you include a completed returns form in your package. This must include your name, contact details and booking reference so we can easily match it to your online booking. Your booking reference and return date (the date you have been given to return your item by) also need to be clearly visible on the outside of the package to help us identify and prioritise your garment.

•    We politely request that all garments requiring repairs or alterations are sent to us in a suitable condition for handling. Any dirty, wet garments we receive that have NOT been booked in for a clean and re-proof, will incur a £10 cleaning surcharge before our seamstresses will start work on them. 

CLICK HERE TO MAKE A WORKSHOP BOOKING

Our Bespoke Service:

We offer an exceptionally high standard of repairs and alterations, which are invisible to the naked eye. Our Workshop is a heat and glue-free zone and every single garment we receive back is hand and/or machine-sewn by one of our qualified seamstresses, who take great pride in personally restoring your clothing to its former glory.

“I sent in a 29yr old Scala jacket that needed so many repairs it was untrue, but its dad’s favourite jacket… The repairs were turned around quickly, and the quality of work is superb - the coat looks and feels superb and will last another 30 years. Everyone involved has done a stunning job and has done Páramo proud! This has been a real labour of love and a fantastic demonstration of the skill and dedication of the Páramo repair team – thank you so much.” A very happy customer

If you have had a recent repair carried out and would like to feed back on the service you received, please complete our Customer Feedback Form here.