FAQs
April 28, 2022 2024-09-25 9:14FAQ
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Delivery Information
Do you ship overseas?
Currently, we are only shipping inside Nepal, however, if the customer is willing to bear the courier charges we will use a different logistics company such as FedEx, Namaste Cargo to ship our product overseas. Please bear in mind, the shipping charge could be costly for sending one package at a time, and the total amount of products along with shipping charges required full prepayment through online banking transaction by the customer.
Shipping times
For Inside Kathmandu valley Customers your order is typically ready to be delivered on the Same Day or within the 2nd day after confirmation of order.
For outside Kathmandu valley Orders will be processed and delivered only after we have confirmed and received the payment.
Tracking your parcel
For outside Kathmandu valley orders we have partnered with logistics company for safe and secure movement of package. Once your order has been confirmed, you can email us or message us in our instagram account and we will provide you with a specific tracking code that you can use to track your parcel.
For urgent deliveries, how can you process my order?
We recommend confirming your order at least 4-5 hours ahead for receiving same day delivery. We partner with local couriers to ensure efficient delivery of our orders. However, please note that we cannot accommodate requests within a short span of time such as ordering at 5 pm and expecting delivery by 5:30 or 6 pm. Since we have to prepare and properly pack your orders, and delivery person from logistics company needs to pick up the order from our showroom.
Repair and Wash Care Instructions
Repair Service Policy
We only offer repair services on our outdoor collection category such as Down Jackets, High Range of Waterproof Jackets
The repair service does not apply to:
* Products bought on sale/ discounted price.
* Products from Athleisure/ Casual collection such as T-shirts, Shirts, Pants, Trousers, Hoodies
* Damage caused by improper use, improper maintenance, improper storage, negligence, accident.
* Defects that come from normal wear and tear; natural wear-out of fabric beyond the reasonable life of the materials and components.
* Damage caused by modifications or alterations
* Defects caused by exposure to extreme natural conditions, liquids, or gases
* Defects caused by handling by third parties (such as postal service, airlines, hotels, etc.)
Process of Repair:
You will need to bring your product to our nearest store where our store representative will check whether it can be repaired and if that repair will incur a fee. If it is repairable you will need to fill out the product form and leave your product until further notice.
The typical turnaround time for repairs is 2 weeks, but may take longer during periods of production period, or during period of high sales volume, or Festivals.
How long can I get repair service?
6-Month Free Repair Service
We are pleased to offer a 6-month free repair service for certain raw materials in our outdoor clothing category, including zippers, Velcro, and toggles. This service ensures that your gear remains functional and reliable during your outdoor adventures.
Key Details:
- Eligible Items: This repair service applies to products within our outdoor clothing category.
- Repair Period: You have 6 months from the date of purchase to take advantage of this free repair service.
- What’s Covered: Repairs for zippers, Velcro, and toggles that may become damaged or non-functional during normal use.
- Limitations: No repair services will be offered after the 6-month period.
To initiate a repair, simply bring your item to the nearest store, and our representatives will assist you.
Down Jacket Care
Down Jacket Care:
Down is quite a gentle material – it easily clumps up and loses its thermal properties, making washing down jackets and vests a task that requires special attention. Down jacket requires dry cleaning, don’t risk washing it at home.
Down jackets should not be cleaned in a washing machine without professional help. Do not, under any circumstances, use a fabric softener that may make the feathers stick together.
Dry the jacket in a well-ventilated place, but away from heat sources. Lay it flat, stretched out, and every two hours or so shake it to move the down and prevent it from clumping.
Waterproof Jacket Care
Performance fabrics like Polyamide, which we use in most of our waterproof jackets require special care to maintain their breathability and waterproof features. Standard laundry detergents contain harsh additives such as surfactants, optical brighteners, and perfumes, which can get trapped in the fabric’s pores. This can interfere with the waterproof treatment and block breathability, impairing the fabric’s ability to resist water and dry quickly.
Washing: We recommend taking a soft muslin white cloth and wetting it out and rubbing it in the surface of jacket for cleaning only the dirty parts. Washing the jackets harshly or twisting it can damage the seam tapes that has been done on the inside part of the jacket to block water getting inside from the stitches. If the tapes are ruined, we cannot offer repair on the product as the tapes cannot be re-taped after it has been ruined.
Storage: Store in a dry and well-ventilated place. Make sure the clothing is completely dry before stowing it away.
Drying: Avoid tumble drying. Outdoor clothes should be air-dried, away from sources of direct sunlight and heat.
The common “DO NOTs” for washing technical waterproof outerwear:
- do not wash often
- do not wash in high-spin
- do not bleach
- do not dry clean
- do not iron
- do not use standard laundry detergent
- do not forget to close all velcro straps and zippers
- do not use fabric softener
How to re-proof waterproof jacket?
Please Note: We do not offer a Re-waterproofing service. Or sell any re-waterproofing solutions. However, you can easily find it in international sites where you can import it from.
Here is general guidance for re-waterproofing. Read Below:
All waterproof items, including Gore-Tex jackets sold by higher-end outdoor clothing brands such as RAB, NorthFace, Arcteryx, rely on a Durable Water Repellent finish in order to keep you dry. These treatments also keep the surface fabric of your garment dry, maintaining the breathability of the fabric. Over time, however, these DWR treatments will wear off and become less effective. When this happens, they need reapplying.
1. Once you start to notice that you don’t get the same level of beading on the jacket as you did previously, it’s time to give your garment a thorough clean, and a fresh DWR treatment.
2. Firstly clean the fabric to get ride of odours, mud and dirt. You can clean the fabric by hand in warm water, with performance wash or delicate non-biological soap.
Or use a 2-in-1 wash and re-proofer from Endura, which combines both steps and is ideal for items such as shoe covers and gloves that don’t get washed as frequently. Ensure you clean your washing machine soap tray so that old detergent doesn’t get added to the wash.
If you are using a 2-in-1, jump to step 4.
3. After cleaning, apply the re-proofer. This can be done adding a re-proofer in a washing machine cycle (assuming your product can go in the washing machine) or with a re-proofer spray. Also choose the spray if you only need to re-proof key areas of a garment or you have only one item to re-proof.
Apply the spray to clean and damp garments.
4. DWR treatments are heat activated. In short the heat will allow the DWR coated micro fibres to stand up on end, allowing water to repel better. To activate it put the garment in the tumble dryer on a low heat for 15 minutes.
Returns & Refunds
Can I return my order?
Products cannot be returned after purchase, however, if you would like to return a product and would like to wait for new arrivals then the payment you made will be issued as store credit. This store credit can be used for future purchases in our store.
Store credit can be applied to purchase any item in our store.
Store credit does not expire, allowing you to use it at your convenience.
Non-Transferable: Store credit is issued to the original purchaser and cannot be transferred to others.
If you have any questions about your store credit, feel free to ask our staff for assistance!
What if my size is out of stock?
Since we manufacture limited quantities of products with attention to detail, some styles may sell out quickly. We recommend checking back regularly, as we may restock popular items however restocked versions of products will be introduced in new colors and fabrics
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