Customer Service

You have questions, we have answers.

Online Ordering
What's your online return policy?
Items can be returned within 30 days of purchase so long as they are in pristine condition with the hang tags still affixed.
Why can't I place an order online?
If you are unable to place an order online and are located outside of North America, online shipment is not set up in your country. See a Descente Distributor listing for your country to locate your desired product.
Why haven't I received my order?
In supporting specialty retail shops, we use a fulfillment company, shopatron, rather than selling/shipping direct. This method may take a few days longer than most websites. If you would like to check on the status of your order, please contact Jeremy@descente.com for US orders and Jen@descente.com for Canada orders and provide your order#.
Stickers
Employment
How can I find out about job openings with Descente?
Send a message through our Contact US page
Warranty | North America Only
How does Descente evaluate my garment?
First, we determine if the garment is covered by warranty. If so, at the sole discretion of Descente, we will repair the warrantied item. If it can't be repaired, we will replace it with a like garment or with a similar garment of equal value.
Will a repair make the product look just like it did when it was brand new off the hanger?
Descente will professionally repair your garment to its original functional design use. Zippers, pulls, logos, snaps and other findings will be repaired or replaced to the best of our ability. In some cases, we may no longer have the original production zippers, pulls, snaps or other findings in inventory. In these instances we will match the originals as closely as we can from the current inventory on hand. Our repairs are professional and functional. But after all, a repair is a repair, and therefore the garment may not look exactly like it did when it was new.
Will Descente make repairs to my garment if it is not covered under warranty?
If the garment is not covered under warranty, Descente will be pleased to repair it professionally for a reasonable and fair price. However, repairs are repairs, and as such, the repair will not appear to be brand new. No garment will last forever. If a beloved Descente jacket has had a good life and a good run - and the zipper breaks - may we kindly suggest that it may be a good time to treat you or your loved one to a much deserved new Descente jacket.
Who pays for shipping?
The customer pays for the inbound shipping to Descente. Descente provides outbound return ground shipping back to the customer. Special arrangements for higher cost expedited shipping are the responsibility of the customer and the customer pays for any expedited shipping charges. Shipping charges for all non-warranty repairs are at the owner’s expense.
CANADA-Do I need a Return Authorization Number to return my garment?
Yes, once we receive your garment, we will track your product through our system using your Return Authorization Number to provide the best service possible. Please ensure the tracking number is on the label on the outside of the box. It is also a good idea to include the tracking number inside the box with the garment as well.
How can I find out the status of my repair order?
You can track your package to see if it has arrived at Descente by checking with your shipping company. Once we have your garment, we will email, telephone, or send a postcard to you letting you know the results of our evaluation. Any time you have further questions, you may contact our customer service department at 1.800.999.0475.
How can I provide great care for my Descente garment?
Follow the care instructions on the care label attached to the inside of the garment. Before washing, zip up and close all zippers. If the jacket has a removable hood, un-zip it, and wash it separately with the jacket. Snap snaps closed, button buttons and fasten down Velcro adjustments prior to cleaning.

For technical garments, we recommend NIKWAX® tech wash when laundering. It is designed specifically for use with technical garments and helps to re-invigorate waterproofing. Use caution around heat sources, such as hot dryers, heat registers, fires, fireplaces, and hot irons. They can burn holes or melt the fabrics. Heat source damage is not covered under warranty.
More questions? Need more answers?
If you have further questions, please contact Descente at 1.800.999.0475 and speak to a customer service representative. Thank you.
What do you mean by "Limited Lifetime Warranty?"
It means that your Descente garment will be free of manufacturer defects in materials and workmanship for the practical life span of the product. It does not mean that the garment will last the whole lifetime of the original purchaser. The practical product lifetime for a garment is determined by the amount and type of use and its exposure to the outdoors and sunlight. User care and treatment of the garment also affects its practical life.
What is NOT covered under Descente's Limited Lifetime Warranty?
  • Damage caused by normal wear and tear, improper care, accident, or the natural breakdown of colors and materials over extended time and use
  • All garments eventually show signs of wear and tear - basic wear and tear is not covered under warranty
  • Goose down feather fill pull-through is common, normal, and therefore, not covered under warranty
  • Pant legs cut by ski edges are normal wear and tear
  • Real fur
  • Damage to fabric and water repellent coatings caused by melting, abrasions, improper care, or duck tape application (the residual adhesive coating from duck tape may even make a repair impossible to complete)
  • Heat source damage
  • Counterfeit products
USA-Do I need a Return Authorization Number to return my garment?
No, once we receive your garment, we will track your product through our system using your package's tracking number to provide the best service possible. This will be the same tracking number you use to track your package through your shipping company. Please ensure the tracking number is on the label on the outside of the box. It is also a good idea to include the tracking number inside the box with the garment as well.
How do I send my garment in for warranty or repair to Descente?
USA
Please send the item in to Descente using a shipping method that provides you with a tracking number and a required signature upon delivery. Please be sure that the shipping is prepaid and the package is insured for full replacement value. Ensure the tracking number is on the outside of the box on the shipping label.

In the USA, Ship to:
Descente North America
334 Marshal Way, Suite A
Layton, Utah 84041

Download and fill out the Warranty Repair/Repair Form at www.descente.com or place a short legible note inside the box clearly explaining the warranty/repair issue affecting your garment. Include your name, phone number, email address, and street address where someone will be available to sign for the package, as we ship returned items via FedEx and require a signature on delivery. Adding an email address will make it faster and easier to contact you.

CANADA
Please Telephone for a Ship to Location - 800.999.0475, extension 116

Include the Return Authorization number on both the inside and outside of the box. Place a short legible note inside the box clearly explaining the warranty/repair issue affecting your garment. Include your name, phone number, email address, and street address where someone will be available to sign for the package, as we ship returned items via Purolator® and require a signature on delivery. Adding an email address will make it faster and easier to contact you.

Please remember to clean the garment before sending it in. Government regulations require that garments accepted for repair be clean. Should Descente need to clean the garment prior to evaluation and/or repair, the customer will need to pay the professional cleaning cost. In addition, sending out a garment for cleaning adds a delay in the processing time of up to two weeks or more.

Descente's normal turnaround time is between one and four weeks. This includes outbound return ground shipping time.
How much do repairs cost?
The cost to repair non-warranty garments varies depending on the type of repair, the cost of the materials needed, and the length of time it takes to complete the repair. After the garment is evaluated, we will contact you via email, telephone or postcard with a final estimate. We will request that you approve charge estimates before any repairs are made. You may also give us a charge limit, for example "please notify me only if repair charges exceed $50.00." We accept Visa® and MasterCard®.
May I use a waterproofing product on my technical waterproof fabric after washing?
Yes, we recommend NIKWAX®. Always follow the manufacturer's instructions.
Does Descente perform alterations?
We're sorry, but no, we are not able to perform routine garment alterations.
Warranty outside of North America
What is your warranty in countries located outside of North America?
Outside Canada and the United States, Descente offers a 2 Year Limited Warranty - In Canada; warranty laws may vary from province-to-province.

Nothing fits like Descente

MENS
Juniors
WOMENS
Race

Online Returns:

Items can be returned within 30 days of purchase as long as they are in pristine condition with the hangtags affixed.

Descente proudly supports your local specialty retail shops. Because of this, we use the fulfillment company Shopatron rather than selling/shipping direct.

 

RETURN PROCESS

  • To initiate a return, call Shopatron (866.625.5050) or log into your Shopatron account and obtain a return number.
  • You can only initiate a return after an order has been marked as shipped.
  • The refund will be for the full value of the returned items, unless otherwise noted.
  • Shipping and handling will not be refunded.
  • Credit for returned items will be applied to the credit method that was used to make the purchase. Returns will be applied to the purchasing credit card within 10 days of the date the return is accepted by the fulfiller.
  • If a restocking fee is a applied to returned items, the amount of the fee is displayed on the final checkout screen when you complete the order and is noted on the packing list included with the order.
  • If the return is due to defective produce, inaccurate product descriptions, or an incorrect order, call Shopatron to initiate the return. In these cases, you may be compensated for the return shipping.

North America

Descente products are covered against defects in materials and workmanship for the practical lifetime of the product.

FAQ

What’s Not Covered?

  • Damage caused by normal wear and tear.
  • Improper care
  • Accident
  • Natural breakdown of colors and materials over extended time and use.
  • Goose down feather fill pull-through is common, normal, and therefore, not covered.
  • Real fur
  • Pant legs cut by ski edges.
  • Heat source damage
  • Counterfeit products

Non-Warranty Repair

Damage not covered under warranty will be repaired for a reasonable and fair rate. A fee will be charged for return shipping. Customers will be notified of the repair cost prior to the repair being performed. We will contact you via email or telephone with a final estimate.

Who pays for shipping?

The customer pays for the inbound shipping to Descente. Descente provides the outbound return ground shipping back to the customer. Shipping charges for all non-warranty repairs are at the owner’s expense.

How can I find the status of my repair order?


USA

You will be notified once your product has been evaluated. Anytime you have further questions, you may contact 800.999.0475.


CANADA

Contact the Retail shop directly.

How to Process Return-USA

Download US Form

How to Process Return-CANADA

All returns must be processed through the Descente Retail location the product was purchased.

Race suits are covered under warranty for stitching and zipper repairs only. Belts will be covered under warranty while supplies last.


Worldwide

Warranty policies vary from country to country. Please use our contact page to inquire.