Customer Care

FAQ


Do I need an account to order online?

You don't need to log in to place an order, but an account will provide you with some advantages. To create an account, you need to have a valid email address and choose a password to enter your reserved area. After logging in, you will get a confirmation email.

What if I forgot my password or it doesn’t work?

If you lose your access data, you must follow this link to get a new password and it will be sent automatically. If you are still having login problems, please feel free to contact Customer Service.


How can I purchase an item?

To purchase a product, you will have to select it from the catalogue and add it to your “shopping bag”. Now you can continue navigating in the site to choose other garments or carry out the payment.

To complete an order, you will have to follow all the purchasing phases. After confirming the contents of your shopping bag, choose the payment method and continue.

After successfully completing the procedure, you will receive a confirmation email that will also display your order in detail.

Where can I find PJs models that are not available on official web-store?

Our inventory is often updated; we recommend visiting us again and checking our product selection. Our stores are listed in our Store Locator.

When Can I expect An Out Of Stock Item to become available? Will models from previous seasons become available again?

Since we have a limited seasonal collection, products may run out of stock during the season. If the color or size isn’t shown on the product detail page, it is no longer in stock.

Please sign up for the notification email to be informed about the availability of an item.

Can I change my order or cancel it?

We are not able to change an order once it has been submitted; this includes changing the size and the color of an item. You can request the cancellation of your order after sending a request to our Customer Care.

Is my payment data safe?

The payment data is collected by the technological coding system (SSL) and the server where the transactions take place is the certified VeriSign.

Which payment methods are accepted?

You can pay via PayPal or Credit Card. We accept following cards.

All transactions are controlled and managed by Globalcollect, a worldwide leading credit institute for online transactions. When you confirm the order, select the option of credit card payment and you will be transferred directly to Globalcollect’s secure server.

Accepted credit cards: American Express, Visa, MasterCard®, Maestro®.

Payments by Postepay are also accepted, as well as all payments using debit cards within the Visa Electron circuit.

PayPal

If you have a PayPal account; you may complete your payment without entering your Credit Card information.

Can I place an order by phone?

To protect your security; we do not take orders over the phone.


When will my order be shipped?

Orders are typically processed by our warehouse in 2 business days. During holidays and special promotions processing time may be longer. If you have questions or concerns about order processing please feel free to contact Customer care. Once your order is shipped you will receive an email confirmation with DHL tracking number.

After your order is shipped you will receive a tracking number by e-mail to follow your package online.

What are the charges for shipping and handling?

Shipping and Handling rates are based on destination and delivery time. The delivery time will be shown during the checkout phrase.

Can I change the delivery address?

Unfortunately we cannot change the delivery address once your order has been shipped. It is the customer’s responsibility to enter the delivery information correctly. Please fill in your details carefully. We cannot refund or send a replacement for these orders.

Are there any additional charges?

The customer is responsible for the payment of customs taxes and the amount is calculated according to the law applicable in the country where goods are sent. We do not have prior knowledge of the amount of taxes that will be communicated to you by the carrier after the goods have reached their destination. In the event that the taxes are not paid and the shipment is refused or abandoned as a result, the shipment expenses and the customs taxes will be deducted from the total amount of the order and only the difference will be reimbursed.


Can I return an item?

If you are not satisfied with your order, you may exercise the right of withdrawal within 14 working days from the date you receive the consignment (the working days are calculated from the proven date of delivery).

Please use the following returning address:


Movimoda Spa

via Bosco 12/14 - Gate n° 6

30030 Rivale di Pianiga (Ve) – Italy


Once we receive your returned items, all goods will be inspected. Articles must be returned undamaged, with the original labels attached. Any item in unsuitable condition will be rejected. We will refund the returned goods within 14 days to the account that was used to purchase the items. All costs associated with returning items are at your expense. Further information about our return policy can be found here.

Can I exchange my online purchase?

Unfortunately, we are not able to exchange your return. Once we receive your return items in a satisfactory condiction, we will refund the returned articles within 14 working days. If the article you are looking for is still available, you can make a new order from our webstore.


Does the following website sell authentic or fake Parajumpers:.......?

Please check the List of verified online stores on our website. If it's not on the list and has the following characteristics, it probably sells fake Parajumpers products:

  1. If the website contains the word “Parajumpers” or “PJS” in the domain (the only authorized website with the words Parajumpers or PJS in the domain is our official website www.parajumpers.it.
  2. If the price is significantly cheaper than our retail price on www.parajumpers.it.
  3. If the website offers many styles that are not part of the latest collection, and that are therefore no longer available on www.parajumpers.it. Please also note that we have no official dealer on Ebay.
How can I be sure that the Parajumpers item I have bought is authentic?

Please go to Stop Fake.


I have lost my PJS patch. How can I get a new one?

Please contact us by using the Contact Form that you can find under the Contacts section, specifying: - Style name/code/colour - Name of the shop where the garment was purchased and the year in which it was purchased - Measurements of the velcro patch (height x width in cm.) - Your full name and shipping address If you do not know the style name or code, please attach pictures of the garment (full front view of the garment, as well as photos of all the care labels and of the labels sewn inside the back panel)

I have lost my snap-hook/puller/yellow tape/buttons. How can I get a new one?

Please contact us by using the Contact Form that you can find under the Contacts section, specifying: - Style name/code - Name of the shop where the garment was purchased and the year in which it was purchased - Your full name and shipping address If you do not know the style name or code please attach pictures of the garment (full front view of the garment, as well as photos of all the care labels and of the labels sewn inside the back panel). 

I have lost my fur trim. How can I get a new one?

The fur trim has to be ordered from the store where you bought the jacket with: 1. Proof of purchase 2. The tag that indicates the type of coat, colour, size and season (every fur collar is tailor-made). Please note that we will only replace furs for garments bought from one of our authorized shops or online dealers listed on our website (www.parajumpers.it) purchased within 2 years before the date of the request. Once the authorized dealer sends us your request, we will ship a new fur within a few weeks to the store. The price depends on the type of coat and the season. If you bought your jacket from our online store - www.parajumpers.it - please send an email to customercare@parajumpers.it with a scan of your receipt. If you do not have the receipt, please send a photo of the hangtag, as well as some pictures of the jacket (full front view of the garment, care labels and labels sewn inside the back panel)


What’s your Fur Policy?

Please go to Fur Policy.

What’s your down policy?

Please go to Down Policy.

What's the PJS Warranty Policy?

Please go to Warranty.


I have a quality problem with my Parajumpers coat. Can you help me solve it?

Please go to Warranty.


How do I clean my PJS garment?

Please go to Cleaning Instructions.

How do I store my PJS garment?

Please go to Product care.


The style I wish to purchase is not available on your website, can you tell me if and when it will be available again?

At the moment, we cannot say if the style you are looking for will be available again on our website in future. If you wish, you can sign up for the notification email. Click on the size that you are interested in, then write your email address in the appropriate box and you will be informed when the product is available on our website.

The style I wish to purchase is not available on your website, can you tell me where I can purchase it?

If you're looking for a particular style, please contact us at info@parajumpers.it, specifying the style Name/Code/Colour/Size.


Where are your products manufactured?

We design our collections in Italy selecting top quality fabrics from Italy and also originating from Japan, Korea and China. All the fabrics and accessories used for our jackets are tested according to the Regulation for harmful substances (R.E.A.C.H.) that might be dangerous for human health or for the environment. Most of our garments are made in the East, but some special productions are sometimes made in India or Europe. All our manufacturing partners are well-established and well-organized, focused on the quality of the products. The working conditions are strictly regulated and child labour is strictly forbidden.

How warm are your jackets? What is the temperature range of my Parajumpers item?

Please go to Temperature Ratings.


Whom can I contact if I have questions about Parajumpers non concerning the online shop?

We encourage you to contact our head office directly at info@parajumpers.it

Whom can I contact if I have questions about the Parajumers online shop?

You can reach us at any time with questions concerning Parajumpers online shop, for example regarding orders, services, or how our shop works at customercare@parajumpers.it

Please send us a message with your question and order number by email.

Our operating hours are from Monday to Friday from 9 am to 1 pm and from 2 pm to 6 pm (GMT +1), with the exception of bank holidays.