How to contact us
5 Reasons why you wouldn't shop anywhere else
Shopping Online
Shopping Offline
International Orders
Order Status
Finding the Right Size
Buying a Gift Certificate
Online Returns and Exchange Policy if you change your mind
Paddy Pallin Club
How to get a Copy of Our Catalogue
Taxes and the GST (goods and services tax)
Security and Privacy
Warranty and Repairs
Click on a title above or scroll down to read the topics ...
How to contact us
Email: paddyinfo@paddypallin.com.au
Phone: 1800 805 398 (9.00am - 5.00pm AEST, Monday to Friday)
if unanswered please try (02) 8799 2430.
Fax: (02) 8799 2499
Mail: Customer Service and Information
Paddy Pallin Pty Ltd
184 Adderley Street
Auburn
NSW 2144 (Please note, this is an office address and is not open as a store front)
5 Reason why you wouldn't shop anywhere else
1. ROCK SOLID GUARANTEE
We stand by all our gear, which is why we offer a 100% guarantee against defects in materials and workmanship. If any of our products fail to perform during normal use, we will refund, repair or replace it without hesitation. That’s a rock solid guarantee.
2. WORLD’S LEADING BRANDS
Paddy Pallin is committed to bringing you the best products from the world’s leading brands. These include our own Pallin brand, Berghaus, Scarpa, Exofficio, Osprey, MSR, Mountain Hardwear, The North Face and Icebreaker to name a few
3. PEOPLE IN THE KNOW
When you visit a Paddy Pallin store, you’ll deal with staff that live and breathe the outdoors. Sure, they’re highly trained in their jobs but more importantly, they use our gear every day and for every adventure. That’s why they’re experts in giving you the right advice.
4. PRICE PROMISE
If you find an identical product somewhere else in stock at a lower price, let us know and we’ll happily match it (excluding internet prices). That’s our price promise and we’re sticking to it!
5. ENVIRONMENTAL HEARTBEAT
At the heart of Paddy Pallin’s original philosophy was a strong commitment to the environment. That commitment goes from strength to strength through a number of initiatives such as our ‘Don’t bag the environment’ campaign, the environmentally conscious refit of our Little Bourke St store and environmental grants provided by the Paddy Pallin Foundation.
Shopping Online
Shopping online at Paddy Pallin is safe and convenient and we use secure servers to protect your credit card information. Please see Security and Privacy Policy for more information.
How to use the online store
- Find the item you wish to purchase in the Online Shop.
- Select the appropriate color, size, and quantity.
- Click the Add to Shopping Cart button.
- Confirm that correct item was added to your Cart and click Check Out.
- Create your new Account or Login if you are a returning customer.
- Confirm your Shipping Information and click the Purchase button.
- Fill in your Credit Card Information and press Purchase.
(Note: Your credit card information is encrypted for your security.)
Payment Options
Payment options - Paddy Pallin Online accepts the following credit cards
Visa
MasterCard
BankCard
American Express
For other payments please enquire via our Mail Order service.
All information provided is protected by our strict Security and Privacy Policy, which means that your contact details will not be shared with any third parties.
Shopping Offline
If you don't wish to place your order over the internet and you can't visit a store, Paddy Pallin makes it easy to order by phone, fax or mail.
Ordering by Phone
Our friendly, knowledgeable staff are available to help you select the right gear for all your needs. Our top brands, product selection and Guarantee ensure that you will be completely satisfied with every Paddy Pallin phone purchase you make.
In Australia: Freecall - 1800 805 398 (9.00am - 5.00pm AEST, Monday to Friday)
If you are calling about products on our website, please write down the complete product description including the desired color/size information before calling. Payment: We accept Visa, MasterCard, BankCard, and American Express only for phone orders.
Ordering by Fax or Mail
1. Click here for our Mail Order Form.
All information provided is protected by our strict privacy policy, which means that your contact details will not be shared with any third parties.
2. When you fill out the order form, remember to provide a complete product description including the desired color/size information.
3. Fax your order form to: (02) 8799 2499
OR
Mail your order form to:
Paddy Pallin Mail Order
184 Adderley Street
Auburn
NSW 2144
4. Payment: We accept Visa, MasterCard, BankCard, American Express, money orders, Bank cheques, traveler cheques or personal cheques for mail orders. For fax orders, we accept Visa, MasterCard, Bankcard and American Express.
5. If you have questions about your order, contact our Customer Service department or send us an e-mail.
Note: When ordering by phone, fax or mail, please remember: If you are mailing in payment, there is no guarantee that your order will still be available by the time your payment arrives.
International Orders
We are pleased to offer our mail order and online shopping services to members and customers internationally.
Shipping
Our preferred carrier offers air and surface shipping for international orders (You may specify your desired method of shipment on your order form).
Customs Duties and Taxes
International orders can be subject to duties and taxes. Such duties and taxes will be billed to you separately by customs or the postal services.
To place an order from outside Australia
Online: simply choose the 'ship international' option on the checkout page and follow the instructions from there. By phone: +61 1800 805 398 (9.00am - 5.00pm Australian EST, Monday to Friday)
By fax: +61 2 8799 2499
If you have any questions about your order, please email us at paddyinfo@paddypallin.com.au or call our Customer Service department on +61 1800 805 398
Order Status
How fast will I get my order?
All orders are processed between 9.00 a.m. and 4.30 p.m. (AEST), Monday to Friday. Your order will be shipped within 7-10 working days, unless otherwise advised. Please see Shipping Information for delivery and shipping policies. Should you require faster turn-round of an order please contact us.
How do you deal with out of stock products?
Though we do our best to make sure the products we offer are always available, we occasionally run out of particular items. If the item you order is unavailable, we will notify you within 3 working days (weekdays) of receipt of your order.
Finding the Right Size
It is not always easy to pick the right size, but clothing and footwear sizing charts will help. Please take the time to measure yourself when ordering online, by phone, mail or fax. Call, fax or send an email with your measurements if you are still unsure.
Buying a Gift Certificate
Paddy Pallin Gift Certificates are suitable for a variety of occasions. Whether it is a gift or a special surprise, a Gift Certificate is a great choice for anyone on your gift list, plus the recipient gets to choose precisely the gear they want.
Gift Certificates arrive in an envelope along with our latest catalogue, to help the recipient choose a gift. Although Gift Certificates cannot be redeemed online, they can be used in our mail order service at any of our retail stores.
Gift Certificates should be kept securely until redeemed. They are equivalent to cash - if lost it is just like losing cash!
Online Returns and Exchange Policy if you change your mind
Is the colour not what you pictured, or the gift you received not quite the right size. Whatever the reason, if you are not satisfied with a product, you may return or exchange it so long as it is unused, unworn and in the same condition you received it within 30 days of receipt.
Returns and exchanges can be made at any one of our stores, including Mail Order.
Please note that our Change of Mind Policy does not apply to climbing equipment (except rock shoes), nor to underwear.
1. Include your invoice with the item/s. If you cannot send your invoice, please include a copy of your receipt.
2. Specify whether you want an exchange or store credit.
3. If you request an exchange, please indicate which new product you want by providing the item description, include size and color choices, if applicable.
4. Insure your package and mail to:
Paddy Pallin Mail Order
184 Adderley Street
Auburn
NSW 2144
If you have any questions about your return, please email us at paddyinfo@paddypallin.com.au or call our Customer Service department on 1800 805 398. In your e-mail, please include your home address, and invoice number.
Paddy Pallin Club
The Paddy Pallin Club was established in 1992 to enable outdoor adventurers and travelers to take advantage of contacts and services offered by Paddy Pallin. To find out about membership click here.
How to get a Copy of Our Catalogue
The Paddy Pallin Catalogue is distributed to all of our stores and mailed to Paddy Pallin Club members. If you did not receive a copy of our latest catalogue, stop by the Paddy Pallin Store near you for a free copy or click here to view it online.
Taxes and the GST (goods and services tax)
National (orders within Australia)
All prices are GST inclusive at the rate of 10% and do not incur any additional charges to the listed price.
International (including New Zealand)
All purchases are GST exempt and any duties and taxes on your orders, if imposed, are due at time of delivery in country. These charges are not calculated during checkout and are not collected by Paddy Pallin. Please consult your local customs office for more details about country specific duties and taxes.
Gifts sent to a recipient outside Australia
The recipient will be responsible for any duties and taxes, which will be due at time of delivery. All items are GST exempt at checkout.
Security and Privacy
Security
Paddy Pallin guarantees to protect our customers, so you never have to worry about credit card security. We have taken every possible measure to provide absolute security to our customers in their dealings with us, which allows you to shop with complete confidence online.
Using Secure Sockets Layer technology (SSL), we have created a secure environment for commerce on the Internet at all times, by encrypting all information passed from you to Paddy Pallin during the transaction process. This makes it almost impossible to be intercepted by an unauthorised party.
Paddy Pallin uses a proven and secure banking gateway, for our real time card validation and transaction processing.
We guarantee that every transaction you make at Paddy Pallin Online will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping with us.
In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its rules on reporting and procedures.
Privacy
Paddy Pallin Online will never sell or give your e-mail address (or any other information about you) to anyone else without your permission. We are fully committed to protecting your privacy.
Personal information provided will only be used to process your order and to notify you of upcoming events, changes to the website or special promotions. Information collected is protected on a secure server. We do not sell or rent the information you provide to us online to third parties.
If our information practices change in the future, we will let you know by posting the policy changes on our Web site or by communicating directly with you. We will notify you of any such change before we use your information in a manner not previously disclosed. You will have the opportunity at that time to opt out of any new use of your information.
Warranty and Repairs
Warranty
Paddy Pallin is proud to stand behind the products we sell.
Should you find a problem with your purchase, pending assessment, we will offer you a replacement, repair, a credit or full refund on the faulty product where:
- the product has either faulty workmanship or materials
- the product is, or becomes, faulty through no fault of yours
- the product is not fit for the stated purpose or a purpose you made known to our sales staff (and the sales staff did not inform you the product could not be used for that purpose)
- the product does not match the description or sample
- the product has defects that were not obvious or not brought to your attention
To qualify for a refund goods must be returned within a reasonable time, with proof of purchase, and exhibit a problem that has not been caused by you.
To make a warranty claim you have the choice of taking the product to any of our retail stores or returning it by mail to:
Customer Service and Information
Paddy Pallin
184 Adderley Street
Auburn
NSW 2144
Please ensure items are washed or cleaned before submitting as this is a health and safety requirement, or your item may be rejected.
To make an enquiry regarding warranty please contact:
Email: paddyinfo@paddypallin.com.au
Phone: 1800 805 398 (9.00am - 5.00pm AEST, Monday to Friday)
(02) 8799 2430
Fax: (02) 8799 2499
Repairs
At Paddy Pallin, we know the importance of dependable outdoor gear and equipment. We, as well as many of our customers value our old rain jacket, our travel worn backpacks and our perfectly broken-in walking boots but sometimes these faithful products need repairing or rejuvenation.
We have listed below a number of repair services known to us. For more information about the types of work they can perform or obtain advice we recommend you contact them direct.
If none of the repair services listed below are near to you contact your Paddy Pallin store for information about any local repair options.
Repair Services:
Big John Retreads
Unit 6/134 Station St
Blackheath
NSW 2785
Email: bigjohn@bigjohn.com.au
PH: 02 4700 9122
Mobile: 0407 205 771
Established over 10 years ago, Big John Retreads provides a high quality, fast repair service for all climbing shoes, adventure sandals and walking and sports footwear. He even offers a pick up service from any of the Sydney Pallin stores, with pick up on Thursday afternoons and a one week turn around.
Nu-Tred
3/12 Salisbury Rd
Asquith
NSW 2077
PH: 02 9477 3944
Fax: 02 9482 1766
Mobile: 0414 424 060
Nu-Tred having been providing specialist shoe and boot repairs for 11 years. As well as repairing a wide range of walking and sporting footwear, they specialise in outdoor brands such as Scarpa and Rockport.
Walkalong
515 Camberwell Rd
Camberwell
VIC 3124
PH: 03 9889 2800
Fax: 03 9889 2800
Offering a range of services from boot and shoe repairs to equipment and suitcase revamping, Walkalong has been an institution for 50 years. Ring first to discuss your needs, as they specialise in zip repairs and replacement and all patching jobs. They offer free quotes and will return a product at no charge to anywhere in Australia, if they don't believe that it is worth fixing.
Remote Equipment Repairs
Level 3/ 373 Little Bourke St
Melbourne
VIC 3000
PH: 03 9670 2586
Fax: 03 9670 7412
Email: remote@mira.net
Regarded as Australia's leading repairer they have been operating for over 7 years. They are the recommended service centre for a number of New Zealand and Australian manufacturers.
Remote Equipment Repairs provide repair and alterations for all outdoor and sporting equipment, as well as custom designed modifications and product development. Specialist services include:
Gore-Tex repairs
Down washing and re-stuffing
Rainwear proofing
Tent repairs and waterproof testing, as well as Easton alloy tent pole replacement and repairs
Venus Repair Workshop
Suite 36a, 104 Bathurst St
Sydney
NSW 2000
PH: 02 9267 0706
Fax: 02 9267 0702
Mobile: 0417 434 050
Email: venusk@bigpond.com
Recommended by some of New Zealand and Australia's leading manufacturers, Venus Repair Workshop can do all repairs and modifications to tents and poles (alloy and fibre glass), sleeping bags, down and Polertec jackets, rainwear including Gore-Tex, ski clothing, skis and rucksacks.
Zips, buckles and clips are replaced, sleeping bags refilled and cleaned, rainwear and tents re-proofed and seams sealed and patching of all tears and holes. They also modify gear to suit your requirements and produce customized equipment.
Contact them with any queries or for a quote.
How to contact us
Satisfaction Guarantee
Shopping Online
Shopping Offline
International Orders
Order Status
Finding the Right Size
Buying a Gift Certificate
Returns and Exchange Policy if you change your mind
Paddy Pallin Club
How to get a Copy of Our Catalogue
Taxes and the GST (goods and services tax)
Security and Privacy
Warranty and Repairs