Return Guide

Garment feels like it's leaking.

If you're feeling moisture beneath your GORE-TEX® garment, it could be a leak. This can happen when your garment's durable water repellent or DWR 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.

Without its protective DWR treatment, your garment's outer fabric layer can experience "wet out", especially across the shoulder and upper back area. While the inner GORE-TEX® membrane isn't leaking, the outer fabric can become heavy, leaving you feeling damp and cold. See Restoring Water Repellencyfor 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 Repellencyfor 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 centrefor help in getting it fixed. If the damage occurs in the field, you can make on the spot emergency repairs with our handy repair kits.

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.

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 the store where you bought the garment or alternatively your nearest retailer. Get in contact with us by phone on 0800 833357 or by emailto discuss your situation and, if necessary, see your retailer.

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 through the top of your boots or shoes?

Water splashed socks or damp trousers can wick moisture down into your footwear without you even realising. Suddenly 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. Your feet may feel wet when you wade through puddles, when in fact they are simply cold, due to water on the upper.

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 they have 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. You can also call us on 0800 833357 or send us an emailto discuss your situation and, if necessary, receive a return authorisation number.