Coronavirus Information Customers &
Re-opening Update
We appreciate these unprecedented times are having huge impact on all our lives, and we think it’s important to let you know we are doing everything we can at Mountain Warehouse to try and keep everyone as safe as possible whilst we begin to welcome you back in-store from 15th June 2020.
Following official advice, we have now reopened most of our stores in Europe with strict safety measures in place to ensure the wellbeing of staff and customers is not compromised.
Some of the procedures we have implemented include:
- Strict Social Distancing rules
- Hand sanitiser stations
- Perspex screens at till points
- Regulated customer headcount in store
- Frequent and comprehensive store cleaning
- Removal of sample products
- Rigorous quarantine procedure for returns
We would ask that customers also note:
- Contactless card payments are encouraged
- Zero tolerance policy on social distancing
- Products can be returned in-store contact-free
The health and safety of our customers, colleagues and local communities remains paramount to our business, and we will, of course, continue to monitor and follow the recommendations, directives and official advice as the situation moves forwards.
We would like to thank you for your patience through these challenging times. We are looking forward to welcoming you back in store!
Q&A
Which stores are currently open?
Our stores based across Europe are opening from Monday 15th June. To see if your nearest store is ready to welcome you back, head to our store locator page: mountainwarehouse.com/eu/stores
How will customers and staff be able to stay socially distanced in store?
To keep customers and staff safe, social distancing will be implemented in all stores. All stores will have floor stickers to signpost customers around the shop floor, and to inform customers where to queue to stay 2 metres apart. All till points will have Perspex screens which will protect customers and staff when completing a transaction.
Where necessary, staff will be acting as marshals to ensure customers are following guidelines and there will be regular customer headcounts to prevent the store exceeding a regulated capacity. Any customers not respecting the social distancing guidelines after being reminded by staff will be asked to leave.
Can I try on products in store?
Fitting rooms at most of our stores are now open. Please note that our fitting rooms are operating at a limited capacity to adhere to social distancing measures and are regularly cleaned by a member of staff.
We ask that customers continue to respect current guidelines and note that we have also removed sample products
(e.g. socks for shoe fittings).
Can I return products in store?
Online and in-store orders can be returned in Mountain Warehouse stores that are open.
We have extended our returns period to be 28 days upon purchase, provided you have a valid proof of purchase (i.e. store receipt, credit card receipt, online order confirmation, dispatch email or dispatch note will still apply to returns made in this extended returns window).
Can I pay in cash?
We will be accepting cash payments where it is the only option for a customer. However, contactless card payments will be actively encouraged..
Still need help?
For more general queries, you can find helpful information from Customer Services on our website