Help & FAQ's

Delivery charges are applied according to the value of your order. Our current charges are:

If we receive an order before 12 noon Monday-Friday, we aim to dispatch the order the same day. Orders received after 12 noon will be dispatched the following working day. You should receive your delivery within 48 hours of dispatch.

Although we do our very best to ensure swift dispatch and delivery, we cannot guarantee these times.

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.

Yes, most parcels will need to be signed for on delivery. If you are not home during normal working hours, please use an alternative address, for example your work address.

We use Parcelforce and Royal Mail to deliver our parcels. Your order will be delivered by either Royal Mail or Parcelforce depending on the size and value of the order.

You can specify an alternative delivery address during the checkout.

Unfortunately not. The parcel may require a signature upon delivery from someone at your address. If you are not in, a card will be left telling you where you can collect the parcel. We recommend that you use an alternative delivery address, e.g. work, if you are not able to sign for the parcel at home.

Our courier or your postman will make one 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 a local Post Office or arrange a new delivery time. If the parcel is eventually returned to us as there was no collection by you, there will be a restocking charge of £8.00 deducted from your refund to cover the original delivery cost and the cost of returning the parcel to us.

Currently Mountain Warehouse is only accepting orders from within the UK. However this may change in the future, so please check back.

If it has to be re-addressed, there will be a £12 redirection fee. This is an unavoidable cost and one that we cannot absorb as it is the fee charged by the courier.

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.

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 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. To return the goods directly to the warehouse please send them to:

Mountain Warehouse Returns
Anchor Works
Holme Lane
Bradford
BD4 6NA

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.

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.

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 incurred as stated below:

• Parcels under one kilo: Second Class Royal Mail Recorded service.
• Parcels over one kilo and under 3 kilos: First Class Royal Mail Recorded service.
• Parcels over 3 kilos: We will arrange a courier collection. Please contact us via the online support department on the Contact Us page.

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

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 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.

Yes. Please return it in a clean, dry condition. Please package fragile goods adequately as we cannot be responsible for broken goods in transit.

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.

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.

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.

We only refund the delivery charge if:

• You have returned an item which is faulty; or
• You have returned the whole order and not asked for anything in exchange.

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 outdoor experts at our Expert Advice page, or consult the relevant information in our Buyer's Guides.

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.

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.

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.

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 fulfill 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, Maestro and Solo 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.

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

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.

If you have created an account, you can login and change your order. If you placed your order without creating an account please contact the online support department on the Contact Us page. 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.

If your order has not yet been dispatched, 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).

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.

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 are usually able to offer discounts as follows: Orders of over £500 - 10% discount; Orders over £1000 - 20% discount. Please contact us with details of your requirements so we can discuss stock availability and we will send you a discount code to use at the checkout.

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.