FAQ

CONTACT US

info@wornwear.com

855-638-9676
Hours of Operation:
- Weekdays: 6AM to 6PM (PT)
- Weekends: 7AM to 3PM (PT)


We are experiencing high volumes of customer inquiries, so some responses may be delayed. We appreciate your patience and understanding.

Read more about our return policy below, or initiate your return now.

WORN WEAR®

What is Worn Wear®?

Worn Wear allows you to trade in eligible Patagonia® gear for credit and buy quality, used Patagonia gear that has more life to live. All items sold on Worn Wear are, completely functional and backed by our Ironclad Guarantee. We also share online guides for DIY repairs and product care, and if a garment has reached the end of its useful life, we’re committed to finding the most responsible solution that is the least impactful on people and the planet.

We launched Worn Wear in 2012, starting with clothing swaps that evolved into pop-ups, global repair events, our own online resale shop and a brick-and-mortar store in Chicago dedicated to used gear. We’ve grown a lot, but our goal has always been the same. Let’s reduce our collective impact by changing the way we consume.

ORDERS

How do I track my order?

You will receive a shipping confirmation email containing the tracking information once your order ships. If you need assistance tracking your package, contact Customer Service at info@wornwear.com, and we’ll be happy to help. You can also reach us by phone at (855) 638-9676 (weekdays: 6 a.m. to 6 p.m. PT; weekends: 7 a.m. to 3 p.m. PT).

How long will it take to process my order?

Generally, orders are shipped from our warehouse within 3–4 business days and typically spend about 5–7 business days in transit. If you would like to check the status of your order, navigate to the bottom of any Worn Wear page and click Order & Trade-In Status. 

Can I cancel my order?

To cancel an order, navigate to the bottom of any Worn Wear page and click Order & Trade-In Status. Enter the email ssociated with your order, then
check your inbox for a link to access your order history.

Once launched, you can cancel new orders if you are within the 30-minute cancellation period. If the 30-minute cancellation window has closed or if it is outside of warehouse business hours, we are unable to cancel your order. 

Order & Trade-In Status

Enter your email on the Order & Trade-In Status page, and we’ll send you a link to access your order details. You can find tracking information for existing orders and trade-ins, start a new return or trade-in or resend gift cards you have received for returned merchandise. Please note that gift cards will be sent to the email address associated with the original order.  

If you have any questions, email us at info@wornwear.com or call (855) 638-9676 (weekdays: 6 a.m. to 6 p.m. PT; weekends: 7 a.m. to 3 p.m. PT).

RETURNS

What is your return policy?

If you are not satisfied with your Worn Wear order, you may return it at any time. Items must be returned in the condition that they were originally received, and customers are responsible for return shipping. Returns received more than 180 days after the purchase date may be refunded with a Worn Wear merchandise credit.

How do I return my purchase?

To initiate a return, use our online Returns process. You will need the order number and last name associated with your order. This information can be found in your order confirmation email.

At the end of the returns process, we’ll email you a shipping label and a return authorization slip. Please include a copy of the return authorization inside your package and attach the shipping label to the outside. Save the bottom half of the shipping label for your records.

If you use the provided label, $7 will be deducted from your final refund amount. Drop off your return at any USPS location. Alternatively, you may purchase postage directly from a carrier of your choice.

Once your return has been processed, you’ll receive an email confirmation. Your refund should be posted within 5–7 business days.

Can I make a return from outside the 50 United States?

We only fulfill orders within the United States, so we are unable to support returns from international addresses or US territories.

How will I receive my refund?

Refunds are issued to the original form of payment once your return is received and processed. It can take 5–10 business days to appear on your statement.

Please note: Orders placed using PayPal have a 180-day refund window. PayPal returns received more than 180 days after the purchase date may be refunded with a Worn Wear merchandise credit.

Are Worn Wear items backed by the Patagonia Ironclad Guarantee?

Absolutely. Worn Wear items are authentic Patagonia products and are covered by our Ironclad Guarantee:

We guarantee everything we make. If you are not satisfied with one of our products at the time you receive it, or if one of our products does not perform to your satisfaction, return it to the store you bought it from or to Patagonia for a repair, replacement or refund. Damage due to wear and tear will be repaired at a reasonable charge.

PAYMENT

Where do I enter a gift card or merchandise credit?

Patagonia gift cards and Patagonia and Worn Wear merchandise credits can be applied at checkout.

SHIPPING

Where do you ship?

Worn Wear orders ship to all 50 US states. We select the best shipping method based on your location.

Since we only fulfill orders within the United States, we cannot provide product or order support for orders delivered to international freight forwarders.

Do you charge for shipping? 

All orders have a $7.50 flat-rate shipping fee.

When will my order arrive?

Worn Wear orders leave our warehouse in 3–4 business days. You’ll receive a shipping confirmation email when your order ships with the tracking information. Transit time varies based on location and packages can take 5–7 business days to arrive.

ENVIRONMENT

Why buy used?

One of the best things we can do for the planet is keep stuff in use longer and reduce our overall consumption. It isn’t just easier on your wallet (and a great way to find past-season colors and prints). It’s easier on our planet, too. Buying used means doing more with resources we’ve already extracted.

What about all that shipping?

Although there are environmental impacts of shipping items, when we look at the life-cycle impacts of a product, shipping is not the largest contributor. Our product transportation footprint accounts for around 10 percent of our annual total emissions. The real challenge in our environmental footprint comes from raw-materials manufacturing, which accounts for about 85 percent of our emissions every year. That’s why keeping gear in play, instead of making something new, can have meaningful impact.

TRADE IN

How does trade in work?

When you send us your quality, used Patagonia gear, you’ll receive a Worn Wear merchandise credit up to $180 that can be used in Patagonia
stores or online at Patagonia.com or WornWear.com.

Worn Wear trade-ins can be mailed directly to us by using our Trade-In page or taken to a Patagonia store. Trade-in is available in the US only.

Can I trade in any type of Patagonia product?

You can trade in used Patagonia clothing that functions perfectly and is in good condition. We take most Men’s, Women’s, Kids’ and Baby garments, as well as Patagonia® packs and luggage.

Items we do not accept include:

  • Accessories (hats, scarves, gloves, socks)
  • Activewear (leggings, tank tops)
  • Baselayers
  • Bras
  • Embroidered items
  • Factory seconds
  • Shoes
  • Ski patrol jackets/vests
  • Sleeping bags
  • Swimwear
  • T-shirts
  • Underwear
  • Waders
  • Wading boots
  • Wetsuits

Can I trade in items I purchased on Worn Wear®?

Yes. If you’re no longer using the item you purchased on Worn Wear, and it still meets our trade-in standards, we’ll gladly buy it back.

Where can I trade in my used Patagonia gear?

Worn Wear trade-ins can be mailed directly to us using our Trade-In page or at Patagonia-owned retail stores. Trade-in is available in the US only.

What condition do the items need to be in before I trade them in?

We accept used clothing and gear that is clean and functional. Please inspect your garments for damage (checklist below), remove anything in pockets and clean your pieces before trading them in. This makes it easier for our team to process your trade-in and get your gear back in play as quickly as possible.

If your gear isn’t accepted, it can be returned to you, or we can recycle it. When recycling, we’ll find the most responsible end-of-life solution that has the least impact on people and the planet. Please indicate your preference when setting up your trade-in.

We are unable to accept items in the following conditions. Examples include but are not limited to:

Damaged or showing signs of heavy wear

  • Holes, heavy scratches, broken zippers, heavy debris, delamination, heavy scuffs, material bubbling, heavy fading or discoloration, stains, or if the item is singed (lightly burned)
  • Fleece items that are pilling (when knitted fabric forms small balls or fluff on the surface of the garment) or have heavy matting
  • A down item with significant down loss or insulation that’s compressed
  • Tenacious Tape® that’s peeling or placed over garment seams. Please note we’re unable to accept items that have more than two patches


Excessive hair/fur

  • Please remove all hair or pet fur prior to trading in your garments


Customized or embroidered items

  • Items altered for a custom fit or have embroidery/corporate logos


Items that are incomplete or missing essential components

  • Detachable hoods, powder skirts, backpack straps, etc.
  • Items must have both the size and care tags attached. (The care tag is the white sewn-in label with material and care instructions)

How does trade in by mail work?

Send us your used Patagonia clothing that is functional and in good condition and we’ll give you a credit that can be used at Patagonia.com, WornWear.com and in Patagonia-owned retail stores.

A $7 shipping and handling fee will be deducted from your trade-in value. If your gear isn’t accepted, we can return it to you or find the best end-of-life solution so it stays out of the landfill.

Items without garment tags or that are not in good working condition are not eligible for trade-in. 

There are a few important steps to trade in by mail: 

1. Inspect your gear and make sure that what you’re sending us is within the scope of the program (check out what we accept).

2. Use the online process to set up your trade-in.

3. Print the shipping label and return authorization slip (include the return authorization inside packaging).

4. Send us your gear.


We’ll issue a credit for gear that meets the program’s requirements. You’ll have the option during checkout to have any ineligible gear recycled or sent back to you free of charge.

Please allow 7–10 business days for processing after we receive your trade-in. Processing may take longer during peak times or trade-in promotions. 

Is there a charge to send in items for trade-in?

There is a $7 shipping label cost which will be deducted from the value of the credit issued for any accepted gear.

What are my items' estimated trade-in values?

We estimate most items' trade-in value to be 20% of the MSRP (manufacturer's suggested retail price). For the following items, see the percentages below to get an idea of what your pieces might be worth. Your exact credit will be determined after we receive and inspect each item.

  • Sweaters: 15%
  • Dresses: 15%
  • Boardshorts: 15%
  • Shorts: 15%
  • Pants: 15%
  • Wheeled Bags: 23%
  • Duffel Bags: 25%


Start your trade-in. 

Will I get a credit for everything I send in?

We do not accept everything. Items must be clean, functional, in great condition and on our list of eligible gear. To make sure your gear is eligible, check out this video. 

You have the option to get back any clothing and gear that we don’t accept for trade-in. During your online trade-in, simply check the box that says you want your used gear returned if it is deemed ineligible or unsellable. Return shipping is always free.

If we don’t take your gear and you no longer want it, we’ll find the most responsible end-of- life solution that has the least environmental impact.

What if I'm not happy with the credit I receive?

Please take a look at what your used gear is worth before starting a trade-in to make sure we accept that gear and that you’re aware of the value of your garments. Unfortunately, if the garments you send are not functional or outside the scope of the program, we will not provide credit.

Will you send back the items that are deemed ineligible?

Please look at what your used gear is worth before starting a trade-in to make sure we accept it and that you’re aware of the value of your garments. Unfortunately, if the garments you send are not functional or are outside the scope of the program, we will not provide credit.

Where can I use the credit I receive from my traded in items?

Merchandise credits can be used to purchase used gear on WornWear.com or new gear on Patagonia.com and in Patagonia-owned retail stores. 

Is Worn Wear available outside the U.S.?

Currently, we only buy back and sell used Patagonia gear in the US.

PRODUCTS

What is the quality of Worn Wear items?

All Worn Wear items are clean, functional and backed by our Ironclad Guarantee. We inspect each item to ensure it meets our quality standards and determine its condition. You can read about the condition of an item in the description after selecting your size. 

  • Excellent condition: Looks and feels like it never left the closet.  
  • Great condition: Shows small signs of visible wear.  
  • Good condition: Shows some signs of normal wear and/or repair. 

How can I tell what size I am?

We recommend using the current Patagonia size charts for similar new items to compare garment sizing. Since our inventory spans decades, we don’t have specific measurements for every item.

What if my size or color is not available? 

Most of our inventory comes from customer trade-ins, so there’s no way to predict when a specific size or color will be in stock, but items are restocked often. Use the “Notify Me” button, located below the product description, and we’ll email you when your desired size and color becomes available.

Please note: Items can sell out quickly. Back-in-stock email notifications do not hold inventory or guarantee the availability of an item.

How do I care for my Worn Wear piece?

We teamed up with iFixit to develop care and repair guides for nearly every situation we’ve encountered. You can also find washing and stain removal recommendations to help your gear last.

How can I recycle my Worn Wear® piece?

We accept all Patagonia products for recycling. While we encourage you to find a new home for any garments or items that are still useable, any product that has reached the end of its useful life may be sent back to us for processing. We’ll use the most responsible end-of-life solution that has the least environmental impact. Simply wash the items first and use one of the following collection methods:

1. Mail them to:

Patagonia Service Center
8550 White Fir St.
Reno, NV 89523-8939

2. Drop them off at the Patagonia-owned store near you.

How can I give feedback about my Worn Wear item?

We’d love to hear from you! You can provide feedback about your Worn Wear experience at info@wornwear.com. 

TOUR

Where can I find the Worn Wear® truck?

Check out our Instagram or the Worn Wear Events page to see where we’re headed next.