FAQ Customer Service
🔹 Access to the form
Can I fill out the form from my phone? Yes, the form works just as well on a smartphone or tablet as it does on a computer. For the best experience, we recommend using an up-to-date browser.
Europe 🇪🇺 - There’s only a “request a repair” option in the form — what happens if my item isn’t repairable? We prioritize repair whenever possible. If your item can’t be repaired, our team will suggest a solution tailored to your situation. Feel free to share any specific details or preferences in the comments section.
🔹 Repair Request (SAV)
I no longer have the proof of purchase. Can I still request a repair, for example for a gifted or second-hand item? Yes. Your item may be eligible for our “Lifetime Repair” offer, available on selected product ranges. If not, we may suggest a paid repair. If you're in France, you could benefit from the Refashion repair bonus, which helps reduce costs. If you don’t have proof of purchase, simply upload an additional photo of the item to submit the form.
I ordered an item from the Picture website and it arrived with a defect — should I use the repair request form? If the item is brand new and unworn, please contact our customer service team first at sav@picture-organic-clothing.com before submitting the form. Make sure to include your order number and a few photos.
Can I submit a request for several items at once? Yes, the form allows you to declare multiple items in a single submission.
🔹 Request Follow-up
What are the processing times for a repair request? Once your request is validated, our team will get back to you within 2 business days. You will also receive a case number by email to help track your request.
Europe 🇪🇺 - How can I track the progress of my request? You’ll receive an active tracking link by email, along with updates at every stage. For any questions, contact sav@picture-organic-clothing.com and include your case number.
🔹 Shipping
Do I need to send my item immediately after submitting the form? No. Do not send anything until you receive confirmation from our team. Shipping instructions will be sent after your request has been reviewed.
Who pays for the return shipping? If your request falls under the legal guarantee (within 2 years of purchase), Picture covers the return shipping costs. Details will be shared after your request is validated.
How long do I have to send my items? Shipping labels are valid for 1 month. Please don’t wait too long. If needed, contact us at sav@picture-organic-clothing.com.
🔹 Repair & Care
Europe 🇪🇺 - My item is damaged but still usable — can I request a preventive repair? Yes, absolutely. Please mention in the comments that the item is still functional but you'd like to have it repaired.
Europe 🇪🇺 - I want to clean or re-waterproof my ski jacket or pants Submit a repair request and select “care/maintenance” as the type of service.
🔹 Documents
What should I do if I can’t upload photos? Make sure your files aren’t too large. If the issue persists, email your files to sav@picture-organic-clothing.com and include your case number.
What kind of photos should I provide? To help us analyze your request, please include:
A full view of the item
A photo showing the defect
I haven’t received a confirmation email Check your spam/junk folder. If you still can’t find it, contact us at sav@picture-organic-clothing.com.
🔹 Form completion
Autofill is preventing me from submitting the form Open the form in an up-to-date browser and disable autofill in your browser settings.
🔹 Warranty & Coverage
What does the warranty cover?
Legal warranty: All products are covered for 2 years against manufacturing defects. Our team will carefully review your request and may reach out for additional information to better understand the issue and propose the best solution. Europe 🇪🇺 - If your item is not covered or the issue is not a defect, you’ll receive a quote to repair your product at a preferential rate through our certified repair workshops.

Lifetime Repair Offer: For certain product ranges (technical jackets, ski pants, midlayers, backpacks), Picture offers a 99-year repairability guarantee.
This covers repairs on seams, zippers, buttons, or accessory parts, provided the wear is not due to misuse or normal aging.