Exchanges
Frequently Asked Questions
Exchanges are made in two steps: returning and reordering. To exchange an item from your recent order, return it for a refund and place a new order with Customer Service. Unfortunately, we cannot offer direct exchanges. Although there is no set time limit, we ask that exchanges be made in a timely manner and that items be kept in new condition, with tags attached.
- Return your item using the online return process.
- Contact Customer Service to order the exchange item. Please have your order number handy, if available.
You will be charged for the item ordered through Customer Service when the exchange order is placed and refunded after the original item is received and processed. We’ll deduct the return shipping cost (C$19) from your refund and provide free shipping on your replacement order.
You are welcome to wait until your return has been processed and credited before making the replacement purchase if that is more convenient. Keep in mind, inventory moves quickly, especially during holidays and sale events, so we encourage you to reorder sooner rather than later to avoid missing out!
If you are exchanging a gift, select the gift return option when using the online return process.
Our stores in Toronto or Vancouver are happy to help with your exchange. Please bring the invoice/packing slip that came with your order and the original form of payment, if available.
You can also mail your exchange to our stores in Toronto or Vancouver. Keep in mind that styles are limited to stock on hand. If your requested item is not available, you will be refunded, and you can place a new order for a replacement item online.
Be sure to include your name, address and phone number in the package. Ship via Canada Post with tracking and insurance. Customers are responsible for return shipping costs.
Once received, the store will contact you to finalize your exchange.
Although there is no set time limit, we ask that gift exchanges be made in a timely manner and that items be kept in new condition, with tags attached.
Online gift exchanges are handled the same way as regular exchanges: by returning and reordering. Return the item for a merchandise credit and place a new order with Customer Service.*
You will be charged for the new item when the exchange order is placed and provided free shipping for the new order.
How to exchange a gift with an order number:
- Use the online return process and select the Gift Return option.
- You will be issued a merchandise credit after your return is received and processed. The return shipping cost (C$19) will be deducted from your merchandise credit.
- Contact Customer Service to order the exchange item.
How to exchange a gift without an order number:
- Print and fill out the Return Form and include it in your package.
- Ship your package via Canada Post with tracking and insurance to the address on the form. Customers are responsible for the cost of the return.
- Contact Customer Service to order the exchange item.
Our stores in Toronto or Vancouver are also happy to help with your gift exchange. Please bring the invoice/packing slip that came with your order.
You can also mail your gift exchange to our stores in Toronto or Vancouver. Keep in mind that styles are limited to stock on hand. If your requested item is not available, you will be mailed a merchandise credit, and you can place a new order for a replacement item online.
Be sure to include your name, address and phone number in the package. Ship via Canada Post with tracking and insurance. Customers are responsible for return shipping costs.
Once received, the store will contact you to finalize your exchange.
*Merchandise credits can be used at Patagonia.ca, in a Patagonia-owned store or when placing orders through Customer Service. Please remember to include the proof of purchase with your gift return. Items returned without proof of purchase will be issued a merchandise credit for the last known sale price.