Why Repair & Care?

More time with your kit

Your kit was built to be put through its paces, and if you’re using it to its full potential, wear and tear is to be expected. Every mark, stain and tear tells the story of your adventures – but they can also stop your kit from performing at its best. By showing it a bit of love, having it professionally mended and washed and restoring it to its old self, your gear will stay with you for many adventures to come. 

Save the planet

The most sustainable product is the product you already own. We want to do what’s right for the environment, and prolonging a garment’s lifespan helps to preserve our planet’s resources, reduces chemical pollution and saves unnecessary carbon emissions. This means keeping it out of landfill and doing what it was designed to do for as long as possible, before recycling as much as we can when it’s finally worn out.  

 

Leave it to the professionals

Ever tried drying your down jacket or sleeping bag and realised the fluff was a lot more difficult to restore than you expected? Looking after outdoor gear is time consuming and tricky to get right, and getting it wrong can have pretty big consequences – so why not leave it to the experts? 

 

 

 


How it works

Step 1

For a full list of services & prices, please see our Repair & Care form.

 

Step 2

Print our Repair & Care form and select which service(s) you’d like for your product and how you want your product returned to you.

Step 3

Post your product with the form to: 

 

Repair & Care Team 

Outdoor & Cycle Concepts Ltd,  

Unit 11, Kemble Business Park,  

Crudwell, Wiltshire SN16 9SH 

 

Step 4

We’ll get your product washed and/or repaired.  

Should our team find that a different service is required to the one selected, they will get in touch with you before proceeding. 

Step 5

Store Collection: If you have selected to pick up your product from store, we will take payment upon collection. Our team will notify you when the item is ready for collection.

 

 

 

Direct to Home: If you have selected to have your item posted back to you, our team will send you a payment link. Once payment has been received, we will send the item to your designated address.

 

 

Lead Times

 

Our general lead times are between 3-4 weeks. This may be longer during busy periods and during the extent of the current pandemic where we must add in additional time for products to be quarantined before handling to ensure the safety of our teams. We therefore recommend you allow up to 6 weeks for the return of your items to avoid dissapointment.

 

It’s important to take care of your down so it continues to keep you warm. Normal detergents shouldn’t be used on down as they can leave various chemical residues behind and reduce the garment’s ability to insulate. 

 

Down Wash is a powerful yet gentle cleaner specifically formulated to clean all your down and synthetic insulated garments without damaging or inhibiting insulation or hydrophobic properties. It performs the same in hard and soft water and is ideal when used prior to a fresh waterproofing treatment. It also comes in an ocean waste plastic bottle, helping us to protect the world we love to explore. 


Terms & Conditions

View full terms & conditions

 

By submitting your product(s) for a Repair & Care service, you will be deemed to have accepted the Terms & Conditions specified on our website.

For more information or assistance you can book a specialist appointment in store, or alternatively you can contact us here.

FAQs

Service

 

What items can be washed / repaired?

• The type of items we are focusing on are down/synthetic sleeping bags & jackets for washing, shell jackets, insulated jackets and sleeping bags for repairs. 

• If you have a different product that needs fixing then please ask and we may be able to help.

• Please can customers ensure to the best of their ability that the product is in sufficient quality to warrant a wash/repair.

• Please ensure there is no excess dirt, waste, mud etc on the product that could easily be removed by you, before handing it over to us. This is to keep our teams and the teams of our repair provider safe. Moreover, non-compliance with this will cause a £50 fine for the customer.

 

What happens when I have selected the wrong service / the service cannot be completed on my product?

• Our Repair & Care Team (the Aftersales Team) will be in touch with the customer to discuss options, new costs, lead times and procedures and will not commence without the customer’s consent.

• Should the customer decide at this point that they no longer want to continue with the service, they will be charged a processing & inspection fee of £15.

 

What condition does the item have to be in?

• The item must be of good enough quality to withstand the wash a/o repair service. E.g. if a down product has a tear, it will not be suitable for washing unless the tear is repaired prior to washing.

• Products sent in for repair should not be heavily soiled with mud, dirt, clay, alluvium, peat, grass, waste, bodily fluids, faeces or the like where the excess could be removed by the customer before handing in to OCC. If customers do not follow these guidelines, they may be charged £50 fine for putting our teams at risk.

• Products for washes must be tumble-dryable.

• If a customer submits a product that ultimately turns out not to be repairable or washable, they will be charged a processing & inspection fee of £15.

 

What will the repaired / washed product look like?

• Materials used for repair may vary from those of the original manufacturer. The nature of availability of materials from brands and manufacturers means we may not be able to offer an exact match to the original cloth or parts used. We normally offer a cosmetically sensitive repair in as close a match as possible or using stable colours like black which normally appears in another part of a product.

• Washing their product will reinstate the “fluffiness” and insulating properties of their insulating kit. However, some stains are so well & truly embedded in the fabric that even multiple washes would not remove them. This is particularly true for dark stains on light fabrics.

 

Can I get a different repair not listed on here?

• Yes, upon request we offer additional repair services.

• However, the lead times might be more towards the 4-6 weeks if it is an unusual repair.

 

 

 

Prices

 

Why are the services so expensive?

• Repairs: All these services are technical repairs using technical fabrics such as waterproof shell fabrics and are more complicated than normal tailoring of standard fashion garments and as such take more skill, time and more expensive spare parts to complete the repair than standard fashion repairs.

• Washes: Washing insulating products involves using a specialised washing detergent that cleans and preserves the insulating & hydrophobic properties of the insulating content of the product (down or otherwise). We use Grangers Down Wash as our cleaning detergent to give your products the best detergent that is currently out there. Moreover, insulating products often take multiple cycles of tumble drying with unpicking the down / synthetic insulation between cycles to ensure we reinstate the insulating performance of the product often taking between 4 – 8 hours of drying time in total.

• Postage: If the customer wishes the product to be sent directly to their designated address, then the return postage is also included.

 

Will I be informed if the prices change?

• Yes, we will contact the customer if the cost of the repair or wash is MORE than the cost of the service the customer has selected.

• If the cost of the service is LESS, than the new, cheaper service will be carried out and the customer will be charged the cheaper service. (E.g. If a zipper replacement was selected but all that was required is a new zip slider, we would only charge the cost of the zip slider which is cheaper than a full zip replacement).

 

Why do we charge more for non-Explore Members or for products not bought from one of your stores/ websites?

• This is a benefit to our members who have bought with us in the past. 

• The cost of offering repair & care services on items we do not ourselves stock is more expensive.

 

Does the price include postage?

• It includes the return postage, if the customer wishes the product to be sent to their home address.

• It does NOT include the postage required to send the product directly to our Repair & Care team in our warehouse rather than dropping it off in stores.

• If dropping it off in store and collecting from stores, all transport costs are already included in the price.

 

Is there an inspection fee?

• Yes, there is a processing & inspection fee of £15.

• This will be charged when the selected repair & care service has to be amended and the customer chooses not to proceed. OR if the product cannot be repaired/washed and must be returned to the customer, in which case they will not be charged the selected service price but the processing & inspection fee of £15.

 

Are there any other fees?

• Products sent in for repair should not be heavily soiled with mud, dirt, clay, alluvium, peat, grass, waste, bodily fluids, faeces or the like where the excess could be removed by the customer before handing in to OCC. If customers do not follow these guidelines, they may be charged £50 fine for putting our teams at risk.

 

Payments

 

How & when do I pay?

• In Store Collection: If customer collects the product in stores, they will be charged at the till point at the point of collection. Once paid the customer receives their product(s).

• Direct to Home Delivery: If the customer selected the product to be sent to their designate address, then the Repair & Care Team (Aftersales Team) will send an email with an online payment link to the customer. Once payment has been confirmed, the item is dispatched.

 

Delivery & Lead Times

 

Is home delivery available?

• Yes, please tell our store colleagues when you are dropping off the item in store that you want it sent to your home/designated address OR if you are sending it directly to our Repair & Care team, please select the option to send it onto your designated address.

• Postage is included in the price.

 

Can I collect in stores?

• Yes, please inform our store colleagues of the store where you want to collect the item(s) from OR specify on the Online Order Form which stores to collect the item(s) from if you are sending the item(s) directly to our Repair & Care Team.

 

Will I be guaranteed that my product is returned within the lead time of 4 weeks?

• We will try our very best to return your gear back to you as soon as possible and we aim to have the majority of items returned to customer within our cited 3-4 week. Sometimes it can be even less than that.

• However, if the item needs particular spare parts or we need to check in with the customer first if the service needs to be amended, or during high volume periods we may need a little longer.

• We therefore suggest to expect a 6 week turnaround time to avoid disappointment.

 

Loss & Damage

 

What happens if the item is lost or damaged?

• Damage: There is a slim chance of your product being damaged during the transport and/or the washing and/or the repair service. If damage does occur, we reserve the right to repair the damage at our own cost.

• Loss or Irreparable Damage:  If the additional damage caused by transport and/or a wash/repair service cannot be repaired adequately or the item is lost, we will offer a replacement or if an exact replacement is not available, we will offer an alternative that is similar in product specifications, functionality and as close look & feel as the original as possible within the standard stock range we hold as a business. 

• If the alternative is not suitable to your preference, we offer a refund on a sliding scale based on the age of the garment and its original purchase value. Evidence of purchase and sale price must be provided.

• Sliding Scale:

Less than 2 years………………..70%

2-3 years…………………………….60%

3-4 years…………………………….50%

4-5 years…………………………….40%

Over 5 years……………………… 30%

Over 10 Years……………………. 10%

 

What if I am not happy with the alternative item offered to me?

• If the alternative is not suitable to your preference, we offer a refund on a sliding scale based on the age of the garment and its original purchase value. Evidence of purchase and sale price must be provided.

• Sliding Scale:

Less than 2 years………………..70%

2-3 years…………………………….60%

3-4 years…………………………….50%

4-5 years…………………………….40%

Over 5 years……………………… 30%

Over 10 Years……………………. 10%

 

What happens to my warranties?

• Please note that by allowing our team to undertake a Repair & Care service the manufacturer’s warranty may become void.

• The exception is for GORETex items, where any existing warranty will continue to be valid as our repairs are GORETex approved. The warranty period will not be extended form the original purchase date.

 

How long is the repair guaranteed for?

• The workmanship of our repairs is guaranteed up to 2 years from the date of repair. Any fault which becomes apparent with the repair due to substandard workmanship will be repaired free of charge (including postage).

• The guarantee of the Repair & Care service excludes faults caused by accident, neglect, including improper care, treatment or exposure to conditions deemed beyond normal conditions, misuse or where the product is deemed to have come to the end of its life through reasonable wear and tear. Any liability is limited to the repair & care service only and excludes any consequential loss.

 

How long do I have to claim / query a service? 

• You have 14 calendar days from receipt of your product to query the workmanship of our repair / wash service.

• If you submit your product on suspicion of substandard workmanship of the repair and upon inspection, we find no fault with the repair itself, you will not be reimbursed for the repair nor offered a replacement product. You will be charged an inspection fee of £15. We recommend you speak with our Customer Service team to check if your damage is likely due to substandard workmanship, to avoid unnecessary inspection & postage fees.

 

What if I don’t like the final look of the repaired/washed product?

• We advise all customers that materials use for repair may vary from those of the original manufacture. The nature of availability of materials from brands and manufacturers means we may not be able to offer an exact match to the original cloth or parts used. We normally offer a cosmetically sensitive repair in as close a match as possible or using stable colours like black which normally appears in another part of a product.

• Washing their product will reinstate the “fluffiness” and insulating properties of their insulating kit. However, some stains are so well & truly embedded in the fabric that even multiple washes would not remove them. This is particularly true for dark stains on light fabrics.

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