climescapeuk  Customer Service FAQs

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Should you have a question which we have not provided the answer for, please contact one of our customer care representatives at customercare@climescape.com

 

GENERAL QUESTIONS:

  1. How do I find a store? 
  2. How do I contact Climescape?
  3. What is Climescape Warranty?
  4. How do I know what size I need?
  5. Why does Climescape encourage proper care of their garments?
  6. How do I restore the water repellency for my Climescape Repel garments?
  7. How can I find out about new products?
  8. How can I find out about employment opportunities with Climescape?

 

ORDERING AND PAYMENT QUESTIONS:

  1. How do I order online?
  2. Can I change or cancel my order? 
  3. What are my payment options?
  4. Will my credit card be charged immediately?
  5. What currency is the site in?

 

PRIVACY AND SECURITY:

  1. What is your privacy policy?

 

RETURNS AND EXCHANGES QUESTIONS:

  1. What is your return policy?
  2. How do I return product to Climescape?
  3. How do I obtain and print a return shipping label?
  4. How do I do an exchange?

 

DISCOUNT, SPECIAL ORDER AND GIFT CARD QUESTIONS:

  1. Do you offer bulk discounts on large orders, group or club deals?
  2. Do you offer gift cards?

 

SHIPPING QUESTIONS:

  1. What does processing mean?
  2. What are the Holidays on which we don’t ship?
  3. My item is backordered, What does this mean?
  4. A product on my order is not available.  What does this mean?
  5. What does “In-Stock” mean?

 

 

GENERAL QUESTIONS:

  1. How do I find a store? 

Click here for our Store Locator. 

  1. How do I contact Climescape?

You can email our customer service team at customercare@climescape.com

  1. What is Climescape Warranty?

We warrant every product we make to be free of manufacturer defects. Should you have a warranty issue, return the item to us. We will replace all valid warranty items. Normal wear and tear, modifications, alterations, negligence, use of fabric softener, damage and use for a purpose other than for which it was designed, are not covered by the Climescape Warranty.

  1. How do I know what size I need?

Every clothing product page has a link to our size chart.  Click here to check it out.

  1. Why does Climescape encourage proper care of their garments?

Proper care assures you will optimize the performance of Climescape products over the life of the garment,  insuring you are satisfied with your purchase.

  1. How do I restore the water repellency for my Climescape Repel garments?

If you find your garment is beginning to absorb moisture, clean the garment. We suggest using a regular detergent with NO SOFTNER, once dried, you can restore the water repellency to your Climescape fleece garment with a hot iron, as this recharges the fibre molecules.

Should you accidently wash your Climescape repel garment with softener, wash is two or three times with regular detergent, then 2-3 times with just water, to try and flush the residue from the fabric.  Once dry,  iron with a hot iron, this may or may not work as all softeners are different, some better than others, therefore Climescape cannot warranty any garments washed or dried with softeners and you may not be able to recover the water repelling capabilities with which the garment was shipped.

  1. How can I find out about new products?

By signing up using our email updates you will automatically receive notification when new products become available

  1. How can I find out about employment opportunities with Climescape?

When we have job opportunities available, they are posted online for your convenience. Click hereto view the current postings.

 

ORDERING AND PAYMENT QUESTIONS:

  1. How do I order online?

You can order from any product page or visit our store locator and select one of our online partners.

  1. Can I change or cancel my order? 

If you’re having second thoughts about your online order and wish to cancel it, please contact our Customer Care team at  customercare@climescape.com  they will be happy to help you cancel your order.  We cannot make changes to orders which have already been processed for shipping.  Once they have been processed for shipping you will have to follow our return policy.

  1. What are my payment options? 

Climescape accepts Visa, MasterCard, PayPal.  We accept prepaid credit cards if the card has a billing address attached to it.  We cannot split payments between credit cards. Please note orders are subject to review.

  1. Will my credit care be charged immediately? 

 Your credit card is charged when you place your order.    We will email confirmation to let you know when this happens.

  1. What currency is the site in? 

Prices on the Canadian site are in Canadian dollars.  If you are ordering from outside Canada your credit card will reflect the current exchange rate from CAD currency.  Additionally, your bank may charge you an additional international transaction fee for these orders. For more information please check with the bank that issued your credit card.

 

PRIVACY AND SECURITY:

  1. What is privacy and security? 

We value your privacy, learn more about ourpolicy, Climescape takes several steps to ensure all information received from our online visitors is secure from unauthorized access and use.

 

RETURNS AND EXCHANGES QUESTIONS:

  1. What is your return policy?

Climescape stands behind the quality of our garments.  If you’re unsatisfied for any reason, return your merchandise by following our how to return guidelines, or contact us at customercare@climescape.com   Please see ourReturn Policyfor refund and on-line credits.

  1. How do I return product to Climescape?

You will have received a Return envelope which has a pre-printed label attached, simply place the product inside this envelope and mail.   It typically takes 5-7 business days to get your package back to us.  We will credit you within 5 business days of receiving your package and email you a receipt confirming the credit.   The return shipping fee will be deducted from your refund upon receipt.

  1. How do I obtain and print a return shipping label?

Should you have lost the original return pre-printed package, please contact our customer service team at customercare@climescape.com and they will be happy to provide you with a new RA “Return Authorization” number.

  1. How can I exchange my purchase?

If you would like to exchange a garment  for an online credit to purchase the same product in a different size/color, or want a completely different product  please use the enclosed return envelope which you received with your product and indicate the replacement product you would like shipped.  Additional shipping charges may  be applied once the product has been received back into Climescape inventory.

DISCOUNT AND SPECIAL ORDER QUESTIONS:

  1. Do you offer bulk discounts on large orders, group or club deals?

Climescape looks forward to providing groups with great deals to meet your needs,  please contact our Customer Care team at customercare@climescape.com

  1. Do you offer gift cards?

Unfortunately not at this time, they will be coming soon.   

 

SHIPPING QUESTIONS:

  1. What does processing mean?

Your order has been forwarded to the warehouse for shipment. Orders usually ship in 1-3 business days.

  1. What are the Holidays on which we don’t ship?

Climescape warehouses are located in Canada and United Kingdom,  and our freight carriers do not ship on National, Provincial, or Public holidays. The following holidays are the main no ship days,  so please keep that in mind when choosing your ship method:

  • New Year’s Eve
  • New Years Day
  • Good Friday
  • Easter Sunday
  • Memorial Day
  • Canada Day
  • Labor Day
  • Thanksgiving
  • Christmas Day
  • Boxing Day
  1. My item is back ordered, what does this mean?

If you received an email that your order is on Backorder, that means we have temporarily sold out of that item and it will be shipped to you as soon as it is restocked in our warehouse.

  1. A product on my order is not available. What does this mean?

From time to time after you place an order the product becomes out of stock or not available.  This does not happen often, but we will contact you immediately  via email to discuss alternative options, you can  wait for restocking or we will suggest you consider a comparable product.

  1. What does “In-Stock” mean?

Product will ship in 1-3 Business days.