Return Guide
Only GORE-TEX® products carry the GORE-TEX® GUARANTEED TO KEEP YOU DRY® promise. If you believe your garment or footwear is experiencing problems, check this guide first for advice on how solve them.
Garments
Garment feels like it is leaking
If you're feeling moisture inside your GORE-TEX® garment, you may be experiencing 'wet out,' a condition that occurs when the outer layer of fabric above the GORE-TEX® membrane gets saturated with water. While the inner GORE-TEX® membrane isn't leaking, the outer fabric can become heavy. When this occurs, the garment quickly cools as a result of evaporation and conductive heat loss creating condensation from your perspiration on the inside of the garment, leaving you feeling damp and cold.
This can happen when your garment's durable water repellent (or DWR), an outer fabric treatment, needs restoring. Wet out occurs as your garment ages and the DWR treatment on the outermost fabric layer is exposed to normal wear and tear, especially across the shoulder and upper back area.
See Restoring Water Repellency for instructions on how to restore the DWR treatment of your garment's outer fabric.
Water won't bead up on the garment's outer fabric
Clean and tumble dry your garment and then sprinkle some water droplets on its outer fabric. If the water still fails to bead up into tiny drops, your outer fabric's durable water repellent (or DWR) needs restoring. See Restoring Water Repellency for instructions on how to achieve this.
Garment has visible abrasion or damage
If you have torn or punctured your garment or suspect other damage from rugged use, contact an authorised Repair Centre for help in getting it fixed.
Garment has broken zippers, missing snaps or similar problems
If your garment is fairly new and you're having problems with the zipper, a missing snap or a similar issue, call the store where you purchased the garment. Retail stores that sell our products want you to be satisfied just as we do. They will tell you what you can do to get your garment repaired.
I'm still having a problem with my garment
If your problem has not been addressed above, or you still believe your garment may be leaking, contact our authorized Gore dealers, Remote Equipment Repairs in Australia 03 9670 2586 or Twin Needle Outdoor Equipment Repairs in New Zealand +64 03 943 4444. These numbers are serviced Monday–Friday, 9am–5pm.
Footwear
Footwear feels like it is leaking
Are your feet feeling clammy? First check this list to see if you are doing everything you can to help it keep your feet dry and comfortable in your GORE-TEX® footwear:
Are you wearing the right socks?
Cotton and wool socks might seem like natural choices, but they could be the reason why your feet are feeling clammy and uncomfortable. These ultra-absorbent natural fibres can retain your sweat until your socks are completely damp. Perspiration never has a chance to evaporate away. Stick to synthetic fabric socks and the new technical wool blends, which are designed to wick moisture away from the feet, where it can then pass out as vapour through the footwear.
Does your footwear have the appropriate level of insulation?
Overly insulated boots can make your feet feel so clammy and sweaty that it feels like your footwear is leaking, even though it's not. Check with a specialty footwear retailer to see what level of insulation is recommended for the temperatures you'll be facing and your planned activity level. That goes for your socks, too — make sure they aren't causing your feet to overheat.
Could water be getting in via the top of your boots or shoes?
Water-splashed socks or damp tucked-in pants can wick moisture down into your footwear without you even realising it. All of a sudden your feet feel clammy and uncomfortable. If you're going to be out in the rain or splashing through streams, a pair of GORE-TEX® gaiters can help keep water out of your footwear.
Are you taking care of your footwear?
A little maintenance goes a long way in protecting the waterproof GORE-TEX® membrane inside your footwear. Shake out any loose dirt or gravel from inside before they have a chance to abrade the lining. Be careful around barbed wire, fishhooks, nails and anything else that might puncture your footwear. Its also a good idea to keep toenails clipped so they don't abrade the inner lining of your footwear.
I've tried all the above and I'm still having a problem with my footwear
If your problem has not been addressed above, or you still believe your garment may be leaking, contact our authorized Gore dealers, Remote Equipment Repairs in Australia 03 9670 2586 or Twin Needle Outdoor Equipment Repairs in New Zealand +64 03 943 4444. These numbers are serviced Monday–Friday, 9am–5pm. | 
