Questions about delivery

Q.How much is your delivery charge?

Our Standard Delivery charge is £4.50 and we estimate that this will take 3-4 working days to arrive.

Our Next Working Day Delivery charge is £5.95 and this will be delivered the next working day where the order is placed before 2:30pm or on the second working day if the is placed after 2:30pm.

Free Standard Delivery applies to orders where the total is £50 or over. Your order total is inclusive of promotional codes and discounts and will be displayed at the checkout. 

We also deliver to a number of countries within Europe, please see our delivery page for further information. 

Very large or bulk orders will not be eligible for free delivery, all bulk orders will be weighed and the delivery charge will be advised.  If you would like to discuss placing a large or bulk order please contact Customer Service. 

Please note our delivery times are estimated from the time of despatch, we will send you an email when your order is despatched. 

Q.How long will it take for my order to arrive?

If we receive an order before 2.30pm Monday-Friday, we aim to despatch the order the same day. Orders received after 2.30pm will be dispatched the following working day. If you have requested our next day service you order will be delivered the next working day. If you have requested standard delivery please allow 3 - 4 working days for deliveries. 

Although we do our very best to ensure swift despatch and delivery, we cannot guarantee these times. Please note any order placed after 2.30pm on Friday will not be despatched until the following Monday. 

If you have ordered an Ordnance Survey map, it may take up to 5 working days to deliver it, so if you have ordered a map and other items, we may send your order in two parts to speed up delivery.

Q.Will my parcel need to be signed for?

If you have selected next day delivery or if your order weighs over 2.5 kilos a signature will be required on delivery. Standard deliveries that weigh under 2.5 kilos will not require a signature. 

Q.Who will deliver my parcel?

We use UK Mail and Royal Mail to deliver our parcels. Your order will be delivered by either UK Mail or Royal Mail depending on the size of your order and the delivery option you select.

Q.Can I have the goods delivered to someone else?

You can specify an alternative delivery address during the checkout, we recommend you do this if you are not likely to be home during the day. 

Q.Can you leave my delivery with a neighbour/in the garden?

We have a space for special delivery instructions to be added to the order when you place it, you may nominate a safe place on your property for the parcel to be left, or a neighbour who is happy to receive it on your behalf. Please note if you ask to have the order left on your property, neither Mountain Warehouse nor our delivery partner can take responsibilty if it is removed from your property. 

Q.How many attempts will be made to deliver my parcel?

Our courier will make two attempt to deliver your parcel. If you are not available they will leave a card with contact details. You may then choose to collect your parcel from your local depot or arrange a new delivery time. If your order is delivered by Royal Mail they will leave you a card with further instructions if your parcel does not fit through your letterbox.  If the parcel is eventually returned to us as there was no collection by you, we will contact you for further instructions.

Q.Do you deliver outside the UK?

We are able to deliver to a number of countries within Europe, please see our delivery page for further information. 

Q.Can I re-direct my parcel once it has been shipped?

Unfortunately we are not able to redirect parcels once they have been shipped. 

Q.What if an item is damaged in transit or there is a mistake on the order?

If any goods are delivered which have been damaged in transit or are faulty, or incorrect according to the invoice, we must be notified within 7 working days of receipt. If we receive no such notice, it will be presumed that the order arrived in full and undamaged order.

Q.How do I return an item?

If you would like to return an item, for whatever reason, it must be within 28 days of receipt. Unfortunately we cannot accept a return more than 28 days after you have received the item unless the item is faulty.

You may find it more convenient to return or exchange an item at one of our stores. Use our store locator to find a Mountain Warehouse store near you. You will need to bring along the confirmation email and the dispatch note that you received with the goods. Please note that the range available in store may differ from that on the website so please telephone ahead to check the availability of a specific item if you want an exchange.

We will include a returns form and pre-printed address label with your delivery that you should send with the goods if you are returning them to our warehouse.

The goods must be returned at your cost. We will not refund any costs incurred unless the item is proven to be faulty, or we have sent you an incorrect item.

If you believe your item to be or believe we have sent you the incorrect item, please contact customer service before completing the return. 

The products must be in their original packaging and in an unworn/unused condition. In the case of footwear, this means that the footwear must not have been worn outside or treated in any way.

For further information on returns please read our full returns policy. 

Q.Do I have to pay to return an item?

If you are returning an item for a refund or exchange, then cost of returning the item is your responsibility.

If you are returning an item which is faulty, or an incorrect item, we will refund you the postage costs, please contact customer service for further information.

• Please note we cannot refund any costs incurred for using any other "Special" or "Express" services.

Q.Can I return an item to one of your stores?

Yes you can. Please use our Store Locator to find if you have a Mountain Warehouse store near you. We will be pleased to refund or exchange an item in any of our stores. You will need to bring along the order confirmation email and dispatch note that you received with the goods. Please note that the range available in store may differ from that on the website so please telephone ahead to check the availability of a specific item if you want an exchange.

Q.My item is faulty, can I send it back?

Yes. Please return it in a clean, dry condition. Please package fragile goods adequately as we cannot be responsible for broken goods in transit. Please contact customer service before completing the return. 

Q.I have worn my item. Can I still return it?

Once an item is worn or used we will be unable to refund or exchange unless it is faulty. This does not affect your statutory rights.

Underwear and Swimwear: Unfortunately we cannot refund these items due to hygiene regulations.

Footwear: This means they must not have been worn outside. Our policy allows that you try the footwear inside on a carpeted floor. If they show signs that they have been used outside, then the footwear will be returned to the customer and a £5.99 postage charge will be applied. Footwear must be packaged in its original box and then placed in a second box or wrapper - no wrapping tape is to be used on the original box. If the footwear is returned with the original box marked or damaged, we will be unable to refund.

Q.I returned an item, but you say that you haven't received it?

The item is your responsibility until we receive it. We suggest that you use a Registered Royal Mail service to cover the cost if it gets lost in transit.

Q.You have refunded the wrong amount?

When we calculate the amount to refund you, we take into account:

• Any vouchers or promotions in the original purchase.

• Whether we are refunding the delivery charge or not.

• Postage costs, as stated in the above section, if incurred.

If you think we have incorrectly calculated the refund amount, then please contact the online support department on the Contact Us page.

Q.Why have you not refunded the delivery charge?

We only refund the delivery charge if:

• You have returned an item which is faulty; or

• You have returned the whole order within 7 days of receiving it.

Q.The product/size I want is not showing?

We get frequent deliveries of stock. Please check back regularly.

Q.I need more information about a product?

On each product page, you will find a description of the product and a list of its relevant features. If you would like any additional information, please contact one of our friendly customer service team or read the information The Knowledge section. 

Q.Do you have a product guarantee?

Yes. All our products on our website are guaranteed for 12 months (unless otherwise stated) from the original date of purchase. This guarantee is against failure to provide reasonable wear and tear due to a defect in workmanship or materials. This guarantee only applies if the product has been used for its intended purpose and excludes damage caused by accident, neglect or abuse. Please contact us via the online support department on the Contact Us page regarding any faulty products. Please return products in a clean, dry condition.

Q.Do you have a catalogue?

We don't currently produce a print catalogue. You can find all our products on the website, which is updated regularly as new products arrive.

Q.Can I buy these items in a shop?

Please use our Store Locator to find if you have a Mountain Warehouse store near you. Some of the products on this site may not be available in every store. Please call the store to find out whether your desired item is available before you go there.

Q.Are all the items I can see on the site available to buy?

All of the items you see are available to buy. If a particular size is not available, this information will show when you select the size. Occasionally if we have strong demand for a particular product we may not have sufficient stock to fulfil your order. If this happens we will send you an email suggesting an alternative item. You may cancel your order if you wish.

Q.What cards do you accept?

We accept Visa, Mastercard, Maestro and Solo cards. We don't accept cheques, AMEX or Diners cards.

Q.What currencies can I pay in?

Currently we only accept payments in £ sterling.

Q.Is it safe to order online?

www.mountainwarehouse.com is secure.

We realise how important it is to securely store any information that you provide, so we maintain the highest levels of security. Our site uses state-of-the-art SSL encryption technology, the most advanced security software currently available for online transactions. The security of the system has been authenticated by Thawte to ensure absolute confidentiality. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

You can tell whether a page is secure as 'https' will replace the 'http' at the front of the www.mountainwarehouse.com in your browser address window. A padlock will also appear in your browser address window.

Q.I have a promotional code. How do I use it?

Simply enter your code into the 'promotional code' box when you proceed to checkout. 

Q.Can I combine more than one promotional code?

Unfortunately not, we will only accept one promotional code per order. Promotional codes cannot be used in conjunction with any other offer or code.

Q.I have a voucher code. How do I use it?

You should input the voucher code at the checkout and any discount will be automatically applied.

 Q.Can I buy a gift voucher?

Yes you can buy a gift voucher for any amount through any of our store nationwide or by calling customer service. 

Q.Can I redeem my gift voucher online?

Unfortunately we are not able to accept payment by gift voucher through our website, please contact customer service for further assistance. 

Q.Will you confirm my order with an email?

Yes we will. We will send you an email confirming all the details about your order as soon as we receive your order. We will also send you an email when your order has been dispatched.

Q.Can I change my order?

Please contact the online support department on the Contact Us page if you wish to make any changes to your order. Please make sure you include the order number that you received in the email confirming your order.

We cannot guarantee that we will be able to make the changes you request. One of our customer services team will contact you to let you know if it is possible to accommodate your request. If your order has been dispatched, you will need to return the goods once you receive them.

Q.Can I cancel my order?

If your order has not yet been picked and packaged ready for dispatch, you can request that the order be cancelled (see Can I change my order?). If your order has been dispatched, you will need to return the goods (see I want to return an item). Please contact us as soon as possible if you wish to cancel  your order. 

Q.Can I track my order?

If you have created an account, you can go to my orders section in my account (you will need to be logged in) and click on the order number, where you can view the status of your order until we dispatch it. If you wish to track the delivery of your order please contact cusotmer service for further information.

Q.Will Mountain Warehouse sponsor me?

If you are involved in a charity event then Mountain Warehouse will be pleased to offer you and members of your group a 20% discount from the prices on this website. Please contact us with details of your project and the charity involved (including contact details at the charity so we can verify if necessary) and we will send you a discount code to use at the checkout. Unfortunately we are not able to offer other forms of sponsorship or donations.

Q.Do you offer bulk discounts?

If you are buying in bulk for a group (or yourself!) then we may be able to offer a further discount. Please contact us with details of your requirements so we can discuss your order further.

Q.Do you offer other discounts?

We believe that our prices are extremely competitive. We also run regular promotions that we will email you about if you sign up for our newsletter. We do offer discounts for bulk purchases, and discounts for people participating in charity events. Unfortunately we are unable to offer discounts to other groups.