UK Delivery

FREQUENTLY ASKED QUESTIONS

Questions about donations and sponsorship
FAQ Answers

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

Our Next Working Day Delivery charge is £5.95 and this will be delivered the next working day where the order is placed before 5pm or on the second working day if the is placed after 5pm.

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 our Customer Service Team on 020 7808 4606 or at customerservice@mountainwarehouse.com. 

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

If you have requested Next Day Delivery we aim to dispatch your order the same day, if ordered before 5pm. Next Day Delivery orders placed after 5pm will be dispatched the following working day. Working days are Monday - Friday.  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 5pm on Friday will not be despatched until the following Monday. 

Generally, a signature will be required on delivery. Should you not be home to receive your order our courier will attempt delivery to a neighbour. In some cases parcels may be left in a safe place, although this will depend on the value of your order and the courier's persdonal judgement on how appropriate this method of delivery is for each attempt.  

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

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. 

Our tracked courier service (UK only) are able to leave an order as authorised. Should you need to add delivery instructions to your order please contact our Customer Service Team on 020 7808 4606 or at customerservice@mountainwarehouse.com.

Our Next Day Delivery courier (UK only) will make two attempts 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 (standard delivery) 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.

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

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

While this doesn't happen very often, should your order arrive incomplete, incorrect or damaged please contact our Customer Service Team on 020 7808 4606 or at customerservice@mountainwarehouse.com where they will be able to offer further advice.

If you have not received your order within the expected time frame for your delivery please contact our Customer Service Team on 020 7808 4606 or at customerservice@mountainwarehouse.com.

Please note: we are only able to take action on missing deliveries if informed within 30 working days of despatch.

If a product isn’t right for you, you can return it to us within 30 days of purchase for an exchange or a refund. You can return items to any of our stores or back to our warehouse.

Returns must be

  • Accompanied by your proof of purchase (i.e. store receipt and credit card receipt or online order confirmation and despatch note.
  • In the original packaging and/or with the original tags attached.
  • In an unworn condition (for footwear we suggest you try walking around the house as unfortunately we will be unable to accept a return for footwear worn outside)
  •  
Returning Online Purchases

Return to Store - UK Only 

Take your items into any store along with your order confirmation email, despatch note and the card with which you made the original purchase. 

Return to Warehouse - UK and Europe Only

Please fill out the Returns Form included as part of your Despatch Note and send it to us with your item quoting your shipment number and stating whether you would like an exchange or refund. If you have misplaced your despatch note please contact our Customer Service Team by emailing customerservice@mountainwarehouse.com.

Goods must be returned at your cost. We recommend you use recorded delivery to return any items to us as the goods are your responsibility until we receive them.

You should make the return to:

Mountain Warehouse (c/o Torque)

Anchor Works

Holme Lane

Bradford

BD4 6NA

You can use Collect+ to return items to our warehouse if you are in the UK. This costs £3 for returns and will be deducted from your refund.

The Collect+ service is free for exchanges when your item is returned in exchange for a different size or colour of the same product.

The Collect+ service is also free if you are returning a faulty item but you must contact our Customer Service Team prior to sending your item. You can contact our Customer Service Team on 020 7808 4606 Monday-Friday 8am-6pm (excluding public holidays).

Full details of how to make a return using Collect+ can be found at www.mountainwarehouse.com/collectplus.

Return to Warehouse - US Only

Please fill out the Returns Form included as part of your Despatch Note and send it to us with your item quoting your shipment number and stating whether you would like an exchange or refund. If you have misplaced your despatch note please contact our Customer Service Team by emailing customerservice@mountainwarehouse.com.

Goods must be returned at your cost. We recommend you use recorded delivery to return any items to us as the goods are your responsibility until we receive them.

You should make the return to:

Mountain Warehouse (c/o SEKO)

Prologis PArk

Suite 402

4 Aurora Drive

Cranbury

NJ 08512

Return to Warehouse - Australia Only 

Please fill out the Returns Form included as part of your Despatch Note and send it to us with your item quoting your shipment number and stating whether you would like an exchange or refund. If you have misplaced your despatch note please contact our Customer Service Team by emailing customerservice@mountainwarehouse.com.

Goods must be returned at your cost. We recommend you use recorded delivery to return any items to us as the goods are your responsibility until we receive them.

You should make the return to:

Mountain Warehouse (c/o SEKO)

Station: AUSYD

285 Coward St

Mascot NSW 2020

Australia

Orders placed via Grays must be returned to:

Mountain Warehouse

C/O Grays

Homebush Corporate Park

29-33 Carter Street

Lidcombe NSW 2141

Return to Warehouse - Europe only (excluding UK)

Please fill out the Returns Form included as part of your Despatch Note and send it to us with your item quoting your shipment number and stating whether you would like an exchange or refund. If you have misplaced your despatch note please contact our Customer Service Team by emailing customerservice@mountainwarehouse.com.

Goods must be returned at your cost. We recommend you use recorded delivery to return any items to us as the goods are your responsibility until we receive them. 

You should make the return to: 

SEKO Logistics GmbH 

Cargo City South / Bldg 555 C

D-60549 Frankfurt

Germany

 

Returning Store Purchases

Return to Store

Take your items into any store - you will need your original receipt to obtain a full refund. If you have paid by debit or credit card you will also need the card receipt and the original payment card.

Return to Warehouse

If you are unable to get to a store,you can return your items to our warehouse although you will need to contact us first. Please use our Contact Us page to get in touch. We will need to see a proof of purchase in order to create a returns number for you. Once we have received your details we will be happy to send you a returns form and further information on how to complete your return.

If a product isn't right for you and you are returning it for a refund or exchange, then the cost of returning the item is your responsibility. We do offer the Collect+ service (within the UK only) which is charged at a fixed rate of £3, which we will be deducted from your refund total when your order is returned. Should you wish to return something using this service you can find instructions at www.mountainwarehouse.com/collectplus.

Should your order be incomplete, incorrect, damaged or faulty please contact our Customer Service Team on 020 7808 4606 or at customerservice@mountainwarehouse.com where they will be able to offer further advice on how to make a return.

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. We will only be able to process a refund onto the card used to make the original order. 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.

Should you find a fault with your purchase you can either take the item into one of our stores for review or you can contact our Customer Service Team on 020 7808 4606 (Monday-Friday 8am-6pm, Saturday 9am-5.30pm) or at info@mountainwarehouse.com and they can provide further advice on your return. This does not affect your legal rights.

If a product isn't right for you, you can return it to us within 30 days of purchase for an exchange or a refund. This does not affect your legal rights.

Returns must be

 - Accompanied by your proof of purchase (i.e. store receipt and credit card receipt or online order confirmation and despatch note.

 - In the original packaging and/or with the original tags attached

 - In an unworn condition. In the case of footwear, this means that the footwear must not have been worn outside or treated in any way.

If you believe your item to be faulty please contact our Customer Service Team on 020 7808 4606 or at customerservice@mountainwarehouse.com before completing the return. 

We will refund you with 2 weeks of receiving your item at our Warehouse. If you have been waiting longer than 2 weeks please call our Customer Service Team on 020 7808 4606 (Monday-Friday 8am-6pm, Saturday 9am-5.330pm) for advice.

The item is your responsibility until we receive it. We suggest that you use a registered service to cover the cost if it gets lost in transit. We would advise you to contact the delivery service that you used to trace the return.

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 our Customer Service Team on 020 7808 4606.

We will refund the initial delivery charge on your order if you have notified us of your desire to cancel the order within 7 days of placing it.

While it doesn't happen very often, should your order arrive incomplete, incorrect or damaged please contact our Customer Service Team on 020 7808 4606 or at customerservice@mountainwarehouse.com where they will be able to offer further information and advice.

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

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 Customer Service Team or read the information in The Knowledge section. 

Yes. All our products on our website come with a 1 year guarantee to protect against manufacturers fault. 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 our Customer Service Team on 020 7808 4606 or at customerservice@mountainwarehouse.com should you need any information or advice.

We produce a seasonal catalogue twice a year.  You can sign up to our mailing list on our home page or by contacting our Customer Service Team on 020 7808 4606 or at customerservice@mountainwarehouse.com.

Some of the products on this site may not be available in every store. We would advise you to use our Store Locator to find if you have a Mountain Warehouse store near you and call them to find out whether your desired item is available before you go there. Promotions and prices may vary between store and our website. 

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.

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

Currently we only accept payments in £ sterling.

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.

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

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

You should input the voucher code into the 'promotional code' box and press apply when you proceed to checkout and any discount will be automatically applied.

Yes you can buy a gift voucher for any amount through any of our store nationwide or by calling our Customer Service Team on 020 7808 4606 or at customerservice@mountainwarehouse.com

Unfortunately we are not able to accept payment by gift voucher through our website, please contact our Customer Service Team on 020 7808 4606 or at customerservice@mountainwarehouse.com for further assistance. 

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 despatched.

Please contact the Customer Service Team via the Contact Us page or on 020 7808 4606 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 have a very small window in which an order can be amended and therefore we cannot guarantee that we will be able to make the changes you request.

A member of our Customer Service Team will contact you to let you know if it is possible to accommodate your request. If your order has been despatched, you will need to return the goods once you receive them.

If your order has not yet been processed you can request that the order be cancelled (see Can I change my order?). If your order has been despatched, you will need to return the goods (see I want to return an item). Please contact our Customer Service Team as soon as possible on 020 7808 4606 or at customerservice@mountainwarehouse.com if you wish to cancel your 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 despatch it. If you wish to track the delivery of your order please contact our Customer Service Team for further information.

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.

If you are buying in bulk for a group (or yourself!) then we may be able to offer a further discount. Please contact our Customer Service Team on 020 7808 4606 with details of your requirements so we can discuss your order further.

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.

Click & Collect offers all the benefits of shopping online with the added convenience of picking your order up at a time that suits you which means no more missed deliveries. With Click & Collect you can have a great range of items delivered to your local Mountain Warehouse store by selecting them through our website.

Place your items into your basket and go to the Checkout. Under delivery select the option “Click & Collect”. You will then be asked to enter your postcode and choose which store you would like to collect your order from.

Delivery is free for orders over £20 to any of our 150+ stores, or £2.50 for orders under £20.

Your Click & Collect order will be delivered to your chosen store within 24-72 hours.

As soon as you place your Click & Collect order you will receive an email confirming that it has been received.

Once your Click & Collect order arrives in your chosen Mountain Warehouse store, you will receive an email from us, informing you it is ready for collection. If you have provided us with a mobile phone number, we will also send you and SMS text message when your order is ready to collect.

You can show any of the following to collect your order in store

 - your sms order collection message

 - your order collection email on your smart phone or printed

 - a photo ID (i.e. passport or driving license) bearing the same details as the order placed

We will hold your order for up to 30 days in store.

Should you change your mind about your Click & Collect order you will be able to get a refund in store once is it ready for collection. Just bring along your order confirmation email and the card with which you made the original purchase.

Click & Collect is only available to store so amending the address after the order has been placed is not an option we offer. Should you wish to have delivery to home or work, please ensure this option is selected at the checkout before you place your order.

Yes, as with any other online order you can obtain a refund or exchange in store, subject to our returns policy. Just bring along your order confirmation email and the card with which you made the original purchase.

You will pay for your Click & Collect order at the time of placing your order. Your card will be charged upon despatch to your chosen Mountain Warehouse store.

Yes, you can send a friend or family member to collect your order for you but they must have a copy of the order confirmation email with them.

Click & Collect is an exciting new service at Mountain Warehouse. We are currently working to extend it to all stores on the UK Mainland but unfortunately are unable to provide this service for customers on the Scottish Isles, Channel Islands or the Isle of Man.

You can approach any one of our friendly Mountain Warehouse staff who will happily assist you in collecting your order in your chosen store.

If your order has been delivered to store you should contact the store directly to discuss collection. If you have any other queries please Contact Us