Return Guide

Only GORE-TEX® products carry the Guaranteed to Keep You Dry® promise. If you believe your garment or footwear is experiencing problems, check this guide first for advice on how solve them.

For product warranty returns, please contact us.

Outerwear
Footwear

GORE-TEX® Outerwear

  • Garment feels like it is leaking

    If you're feeling moisture inside your GORE-TEX® garment, it could be that you are experiencing 'wet out,' a condition that occurs when the outer layer of garment fabric above the GORE-TEX® membrane gets saturated with water. While the inner GORE-TEX® membrane isn't leaking, the outer fabric can become heavy, leaving you feeling damp and cold.

    This can happen when your garment's durable water repellent - or DWR - outer fabric treatment needs restoring. This naturally occurs as your garment ages and the DWR treatment on the outermost fabric layer is exposed to normal wear and tear, especially across the shoulder and upper back area.

    See Restoring Water Repellency for instructions on how to restore the DWR treatment of your garment's outer fabric.

  • Water won't bead up on the garment's outer fabric.

    Clean and dry your garment, then sprinkle some water on its outer fabric. If the water still fails to bead up into tiny drops, your outer fabric's durable water repellent - or DWR - treatment needs restoring. See Restoring Water Repellency for instructions on how to achieve this.

  • Garment has visible abrasion or damage.

    If you have torn or punctured your garment or suspect other damage from use, contact an authorised repair centre for help in getting it fixed.

  • Garment has broken zips, missing snaps, or similar problems.

    If your garment is fairly new and you're having problems with the zip, a missing snap or a similar issue, call the store where you purchased the garment. Retail stores that sell our products want you to be satisfied just as we do. They will tell you what to do to have your garment repaired.

  • Are you taking care of your garment?

    Lack of care can greatly reduce the useful life of your GORE-TEX® product, so it’s important to routinely clean your item and always follow the care instructions to ensure you get the most out of its useful life.

  • I'm still having a problem with my garment.

    If your problem has not been addressed above, or you still believe your garment may be leaking, contact us to discuss your situation and, if necessary, see your retailer.

GORE-TEX® Footwear

  • Footwear feels like it's leaking.

    Are your feet feeling clammy? First check to see if you're doing everything you can to help your footwear keep your feet dry and comfortable.

  • Are you wearing the right socks?

    Cotton and wool socks might seem like natural choices, but they could be the reason why your feet are feeling clammy and uncomfortable. These ultra absorbent fibres can retain sweat until your socks are completely saturated and perspiration never has a chance to evaporate. Stick to synthetic socks and technical wool blends, which are designed to wick moisture away from the feet.

  • Does your footwear have the appropriate level of insulation?

    Overly insulated boots can make your feet so clammy and sweaty that it feels like your footwear is leaking, even though it's not. Check with a specialist footwear retailer to see what level of insulation is recommended for the temperatures you'll be facing and your planned activity level. That goes for your socks too, make sure they aren't causing your feet to overheat.

  • Could water be getting in via the top of your boots or shoes?

    Water-splashed socks or damp tucked-in pants can wick moisture down into your footwear without you even realizing it. All of a sudden your feet feel clammy and uncomfortable. If you're going to be out in the rain or splashing through streams, a pair of gaiters can help keep water out of your footwear.

  • Are you taking care of your footwear?

    A little maintenance goes a long way in protecting the waterproof GORE-TEX® membrane inside your footwear. Shake out any loose dirt or gravel from inside before it has a chance to cause abrasion to the lining. Be careful around barbed wire, fishhooks, nails and anything else that might puncture your footwear.

  • I've tried all the above and I'm still having a problem with my footwear.

    If your problem has not been addressed above, or you still believe your footwear may be leaking, contact your nearest retailer.