Here you will find a list of the most commonly asked questions we receive relating to ordering, shipping and returns. For more detailed information about products and technologies, please use the Glossary page.
Q’S ABOUT ORDERS & SHIPPING
1. How do I place an order?
Select your desired product and add it to the shopping basket. Click on ‘My Basket’ to view your order, click ‘Proceed to Checkout’, and then follow the instructions.
2. Which countries do you deliver to?
3. The item I want is out of stock.
If the item you are interested in is currently unavailable on the website, please see our Stockists page to locate your nearest Rab® registered stockist; it may be that they have the item in stock.
4. Where is my order?
We use DPD to ship all orders. As soon as your order has been shipped, you will receive an email with your tracking number and shipping information.
5. I need to change my delivery address.
If your order hasn’t already been shipped, we can change your delivery address. Please contact us here in this case.
6. Can I track my order?
Yes, you can track your order by following the tracking information link in your confirmation email.
Q’S ABOUT RETURNS
1. What is the warranty period on my Rab® clothing?
All Rab® products come with a guarantee that covers the original owner, with proof of purchase, for the usable lifetime of the product. If a product fails due to defects in workmanship and/or materials we will repair the goods free of charge, or replace at our discretion. Failure to produce proof of purchase invalidates your warranty. Products which are damaged as a result of accident, wear and tear, improper care or negligence, or the natural breakdown of materials over time, even if accelerated by environmental conditions, are excluded from warranty. We do however offer a repair service and damages of these kinds can be repaired for a fee, please visit our After Care & Repairs page for more information or to request a repair.
2. There’s a problem with the item(s) I ordered.
If you need to return an item ordered from us please visit the orders section in Your Rab® account.
3. How will I receive my refund?
You will be refunded via the original payment method used for the order e.g. credit/debit card or PayPal. Once we have issued your refund, please allow up to 3 working days for the funds to clear. If you have further questions or your refund hasn’t appeared after the 3 day period, please contact us here.
4. I purchased a Rab® item(s) from one of your stockists; can I return the item directly to you?
If you purchased an item from one of our stockists, either online or in store, then you must return the item directly to them, as your contract of sale is with the stockist rather than ourselves. We cannot accept returns for items purchased elsewhere.
5. How long after purchasing an item can I return it?
The returns period for any item(s) purchased directly from our online store is 28 days.
6. How do I return my item(s) to you?
Click here to head to our Returns page and follow the instructions on how to return your item(s) to us.
Q’S ABOUT PRODUCTS
1. What are the differences between down and synthetic insulation?
There are many reasons why people choose a down filled jacket: it has a superior warmth-to-weight ratio, is highly compressible and with proper care it can last a lifetime. Unfortunately down has a weakness: moisture will cause it to lose its loft and all of its insulating properties leaving you feeling cold and wet. Drying down takes a lot of time and effort and when done incorrectly it can become damaged. Synthetic insulation is cheaper and will keep you warm even when it is wet. For this reason, particularly in damp climates such as the UK, many people find synthetic insulation more reliable and easier to look after.
2. Is hydrophobic down waterproof?
Rab® now uses Nikwax Hydrophobic Down™ in all of our products. The hydrophobic treatment creates aDWR coating on each down filament, allowing it to be more water resistant. This helps to slow down the moisture absorption but does not completely stop the process; your down jacket will not be waterproof and should still be treated with care.
3. My waterproof jacket is leaking.
In the first instance we would suggest cleaning and reproofing your jacket, instructions for this can be found on our After Care & Repairs page. Jackets that have not been regularly cleaned will often appear to be leaking. Dirt and oils from your skin can clog the pores in your jacket’s membrane; this prevents the transfer of moisture vapour out of the jacket meaning that it will feel damp inside without actually leaking. Alternatively your DWR may have worn off, if water is not beading and running off anymore then it is time to reproof your jacket. Without its DWR the jacket will wet out, causing water to soak into the outer fabric and prevent the membrane from breathing properly. With regular use cleaning and reproofing should be done every six months or so.
4. How should I carry electrical items in my clothing?
We would always recommend that electrical equipment, e.g. a phone or camera, is carried in a separate waterproof container such as a drybag. The zips on many of our jackets are only water-resistant and opening and closing pockets in rain and snow will always allow moisture to get into the pockets.
5. My down jacket is leaking.
The fabrics we use are technically down proof, but there are situations in which the down will appear to be leaking. The down we use is (usually) a minimum of 90% down and 10% feathers, with the feathers having quills these are the bits that can work their way through the fabric. A small amount of down escaping through the fabric or through any seam line is expected and common in any down garment. Down is exceptionally fine and can work itself through small openings. If you do see some down or a feather poking through the fabric do NOT pull it through the fabric. Try to pull the down or feather back inside the jacket and then gently rub the area between your fingers. Pulling the cluster through the jacket may cause an even bigger hole to develop as it may pull larger quantities of down through. Gently rubbing the area where the down or feather was poking through will move the fabric strands back together, helping to seal up the small hole that may have developed.
If you feel that your down jacket is faulty please contact our Returns and Warranty team
Q’S ABOUT REPAIRS
1. Can you repair my damaged Rab® product?
We are able to offer a variety of repair services which are carried out at our UK head office in Derbyshire. Please go to the After Care & Repairs page for more information.
2. Can I have my item professionally cleaned?
It is possible to wash and dry the majority of Rab® products with a domestic washing machine and dryer however there are some items, especially those filled with down, that are difficult and time consuming to clean. We offer an in-house cleaning service however we currently have limited cleaning facilities available; please see our After Care & Repairs page for more information.
3. The zip on my jacket has broken, can you repair it?
We are able to repair zips on certain jackets and sleeping bags. In this instance it’s best that you contact us directly to discuss the problem.
4. Do you cover my returns postage?
We do not cover the postage cost of returns, however if you are returning an item as part of a successful warranty claim we will ship it back to you free of charge.
5. Do you sell spare straps and stuff sacks?
Unfortunately we do not currently produce spare stuff sacks or straps, if you ordered an item from us that is missing its stuff sack please contact us directly.