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Berghaus Customer Service

Frequently Asked Questions

Our frequently asked questions are ordered by popularity. If you can't find what you are looking for, please use the search provided or feel free to contact us.
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    Berghaus recommend that you machine wash your item at 30 degrees Celsius and use soap powder or liquid with NO fabric softeners or conditioners. For stubborn grease and dirt use non biological detergent. Our garments should NOT be dry cleaned. Remove the garment from the washing machine and shake to distribute the down (if jacket contains down), then put it in a tumble drier on a low temperature. Remove every 15 minutes and shake the garment. This process should take approximately 1 hour.

    In some cases the DWR chemical treatment may have worn out. Suitable products from Nikwax® are available on our site which can be used to safely treat the face fabric.

    We do advise to always check the care label.

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    AQ2™, is designed for use on the hill, tried and tested, it offers good waterproofing, breathability and is lightweight. AQ2™ offers a moisture vapour transmission rate (MVTR) of 8,000g/m2/24hrs, meaning that moisture vapour can easily escape through the fabric enhancing overall enjoyment of the outdoors. AQ2™ provides a hydrostatic head of 10,000mm H20 column ensuring the fabrics remain waterproof and the end-user protected from all but the harshest weather conditions.

    AQ2™ is a trade mark of Berghaus Limited.

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    If the Berghaus Product Guarantee does not apply to your product, we understand that on occasions you may wish to organise a repair for a Berghaus item that has become damaged through accident or normal wear and tear. You may arrange a repair at your own expense from the Berghaus approved repair agent. Their details are below.

    Clothing & Rucksacks

    • Scottish Mountain Gear
    • Image Scotland Limited
    • Unit 19 Fisherrow Industrial Estate
    • Newhailes Road
    • Musselburgh
    • EH21 6RU
    • Scotland
    • Tel: +44 (0)131 653 1310
    • scottishmountaingear.com
     

    Clothing, Rucksacks & Footwear

    (Please note that Berghaus Ltd is not responsible for the content of external websites.)

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    GORE-TEX® PERFORMANCE SHELL is designed to provide breathable comfort and durably waterproof and windproof protection. GORE-TEX® PERFORMANCE SHELL is ideal for a wide range of outdoor activities. All GORE-TEX® PERFORMANCE SHELLS in our Mountain range use nylon face fabrics for maximum durability. Berghaus garments constructed using GORE-TEX® PERFORMANCE SHELL meet Gore's Extreme Wet Weather Construction requirements. Garments with this rating are engineered to pass Gore's most aggressive rain test, simulating extended vertical and horizontal wind-driver rain conditions. These garments deliver superior protection against extreme and extended wet weather conditions through the use of advanced design techniques.

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    You can use the Store Finder on the website to find your nearest Berghaus stockist.

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    Berghaus recommend that you machine wash your item at 30 degrees Celsius and use soap powder or liquid with NO fabric softeners or conditioners. For stubborn grease and dirt use non biological detergent. Our garments should NOT be dry cleaned. Remove the garment from the washing machine and shake to distribute the down, then put it in a tumble drier with a couple of tennis balls or tumble drier balls. Remove every 15 minutes and shake the garment. This process should take approximately 1 hour.

    Please note for our Hydrodown Fusion products Berghaus would always recommend professional cleaning by a down specialist, however if you wish to wash your down jacket yourself you should use a hand wash cycle followed immediately by a low tumble dry using at least 3 tennis balls. The tennis balls will reactivate the loftiness of the jacket

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    AQ2.5™ fabrics allow for extremely lightweight and packable products. The highly advanced microporous polyurethane coating is protected by a unique dry touch micro grid technology. This ensure outstanding breathability enhancing comfort and waterproofing, with the grid of tiny micro beads keeping the back of the fabric raised from the skin eliminating the need for a lining fabric. AQ2.5™ offers a moisture vapour transmission rate (MVTR) of 10,000g/m2/24hrs. AQ2.5™ provides a hydrostatic head of 10,000mm H20 column ensuring the fabrics remain waterproof and the end-user protected.

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    UK Boot Size

    European Boot Size 

    Yeti Sizing 

     3-4  36-37  XS
     5-6  38-39  S
     7-8  40-41  M
     9-10  42-43  L
     11-12  44-45  XL
     13-14  46-47  XXL
  •  

    Leather is naturally water-repellant, however treating with a suitable wax will protect and condition the leather.

    Wax should be applied sparingly and preferably rubbed in with your fingers.

    Pay special attentional to seams as water will usually penetrate here first.

    If preferred, a spray on proofer can be applied. This is better for suede and fabric boots.

    GORE-TEX® approved products are designed specifically to treat waterproof membrane products.

    We have some Cleaning & Protection treatments on our website, please click here to visit our Cleaning & Protection products.

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    GORE-TEX® is the world's first truly waterproof and breathable fabric launched in Europe. If a product name or description mentions GTX®, this stands for GORE-TEX®.

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    If you cannot find an answer to your question, you can contact our Customer Service Team by e-mail using the Contact Us page, or by telephone on one of the numbers below.

    0345 607 2477 (UK)

    44 (0)1254 277247 (INT)

    Our lines are open between 8.00 - 20.00 (GMT) Monday - Friday.

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    You can unzip the jacket and any of the pockets. This will allow cool air to flow around the garment and will cool you down.

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    GORE-TEX® PACLITE® SHELL features the lightest, most packable fabric. GORE-TEX® PACLITE® SHELL is durably waterproof, windproof and extremely breathable and are ideal when weight and space are critical. Our Extrem™ Dru jacket uses a stretch nylon face fabric for excellent durability combined with ease of movement. All GORE-TEX® PACLITE® SHELL in our Mountain range use nylon face fabrics for maximum durability. Berghaus garments constructed using GORE-TEX® PACLITE® SHELL meet Gore's Extreme Wet Weather Construction requirements. Garments with this rating are engineered to pass Gore's most aggressive rain test, simulating extended vertical and horizontal wind-driver rain conditions. These garments deliver superior protection against extreme and extended wet weather conditions through the use of advanced design techniques.

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    Our friendly and helpful customer service team is available to deal with questions that relate to the website, your order , products, stockists or compliments and complaints. Please contact customer service on UK 0345 607 2477 International +44(1254) 277247 or via e-mail through our contact us page.

    If you would like to know more about job vacancies at our head office, please visit the Careers section of our website.

    If you have a specific query for a head office department, please call 0191 5165600.

  •  

    Berghaus products carry a full guarantee to the original purchaser against defects in components, materials, and workmanship. The guarantee excludes damage caused by normal wear and tear, accidents, inappropriate use or care and repair other than by Berghaus or its agents. Berghaus may repair or replace any guaranteed item at its discretion. All claims should be made in writing.

    This guarantee gives no rights other than those expressly set out above and does not cover any claims for consequential losses or damages. This guarantee does not affect your statutory rights as a consumer.

     

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    It's great to hear that you are interested in working for Berghaus.

    Any vacancies will be posted in our Jobs section.

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    We are sorry that you suspect your Berghaus product may be faulty. Please contact our Customer Service Team where we will be happy to help towards a resolution.

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    If the Berghaus Product Guarantee does not apply to your product, we understand that you may wish to organise a repair for a Berghaus item that has become damaged through accident or normal wear and tear. You may arrange a repair at your own expense from one of the Berghaus approved agents listed below.


    Gore-Tex® Repair Center Austria
    Fa. Ingrid Grötzmeier
    Kürnbergstrasse 5
    A-4061 Pasching
    Austria

    Tel: 0043 (0) 7229 / 73250
    Fax: 0043 (0) 7229 / 73250 – 5
    Email: repair@rgleder.at



    GORE-TEX ® SERVICE CENTRE
    Sport & Fritid Goretexservice
    Skomakarvegen 17  
    N-6480 Aukra
    Norway

    Tel:  +47 71 17 41 52
    Email: post@goretexservice.no



    Beattie Matheson
    Level 2, 272 Parnell Road
    Parnell  
    Auckland 1151 
    New Zealand 

    Tel:  +64 93 09 10 92
    Email: info@beattiematheson.co.nz

  •  

    Men's shoulders tend to be wider than those of a woman, so the men's rucksacks have wider shoulder straps and the women's rucksacks have narrower shoulder straps. The hip belts on the women's rucksacks are also shaped to sit on the hips more precisely than the hip belt on the men's.

    Depending on the user's body shape some customers may wish to try a rucksack in both the men's and women's ranges to find the best and most comfortable fit.

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    Remove dirt before applying any treatments.

    Dirt is best brushed off when dry, boots can also be rinsed off under a tap.

    For deep ingrained dirt use a proprietary footwear cleaner.

    Visit footwear care page.

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    Brasher Boot Care

    Take care of your footwear – take out and rinse the footbed, rinse the inside to remove debris and wash the outside with cold water. Wipe away any surface water and allow to dry naturally. Treat leather footwear with appropriate creams and sprays. Never force dry or expose footwear to a direct heat source as this will damage the upper materials and midsole.

    Brasher Guarantee - legacy footwear products

    Brasher footwear is developed using high quality materials and workmanship. In the unlikely event that a fault develops during normal use within 12 months of purchase we will either repair or replace the product free of charge. This guarantee does not cover normal wear and tear, misuse or accidental damage and is conditional upon the instructions being followed. To make a claim please return the product to your retailer for inspection. This does not affect your statutory rights in any way. There is no longer a requirement to register your product with us; however we would always suggest that you keep proof of purchase such as the receipt. However, you may wish to stay up-to-date on the latest Berghaus news and footwear developments, so please sign up to our email towards the bottom of this page.

    Berghaus Adventure Guarantee - new footwear products

    The Berghaus footwear available from February 2015 with ‘Brasher engineered comfort’ will be covered by the Berghaus Adventure Guarantee. More details can be found on our Adventure Guarantee page.