Need to speak to someone?
There are lots of ways to get in touch.
Phone, email, letter, visit us in store
You can also find lots of useful information in our Frequently Asked Questions
0203 828 7700
Terms & Conditions
These terms and conditions apply to the use of the mountainwarehouse.com website and the services we offer including the sale of retail goods to consumers.
If you do not agree with the terms and conditions set out below, you should not use or access this website or our services.
Please note, these terms and conditions may change at any time, and it is up to you to check these terms and conditions regularly. If you have any queries relating to our terms and conditions, please contact the Customer Service team.
You are responsible for all actions taken under that username, whether by you or any other person. It is your responsibility to keep your username and password safe. You should not disclose or transfer your username or password to any other person and you must notify us immediately if you become aware of any unauthorised use of your username or password.
You warrant, represent and undertake that any information, which you provide when you register as a user, shall be up to date, true and accurate in all respects, and you agree to notify us immediately of any changes to such information.
You can e-mail any changes in your details to the [email protected] or online once logged in, via the ‘My Account’ section.
Descriptions and Product Information
All products displayed on this website are available only whilst stocks last. Every effort has been made to reflect product colours as accurately as possible. However, due to differences in monitor display and resolution, we are unable to guarantee that the colour you will see on your monitor will accurately reflect the true colour of the product.
All drawings, photos, descriptive matter, specifications and advertising issued on this website are issued or published for the sole purpose of giving an approximate idea of the products described in them. They will not form part of the contract with you and no warranty or guarantee shall be expressed or implied in the contract with you in this regard.
Buy One Get One Free - It is possible that some items you receive may have a Buy One Get One Free sticker on them but are no longer eligible for that promotion. Some of our stores run a Buy One Get One Free offer, in order to continue to bring the best gear at the lowest prices, we have halved the RRP price online for these products. All items will be clearly labelled and identified at product and checkout level.
Clearance Products -Products in the clearance section may be a mix of stock from previous seasons. It is possible that small style changes may have been made to a product between seasons. These changes are minor and will not affect the quality or functionality of the product. Due to the nature of the clearance section the image may be from a difference season to the item received.
Free Standard UK delivery on orders of £50 or more after any discount has been applied.
Free UK Next Day delivery on orders of £100 or more after any discount has been applied.
Free click and collect on orders over £20 after any discount has been applied.
Ski Packages - Items cannot be substituted for other products. If one of the items in your ski package is faulty or not as described, we will be happy to offer you an exchange or refund for that particular product. However if you change your mind and wish to return an individual product from the package, you will not be able to do so unless you return the whole package. The Ski Packages cannot be used in conjunction with any other promotion or discount voucher. All online promotions are subject to change and may differ to promotions available in store.
Chair Set - Items cannot be substituted for other products. If you change your mind and wish to return an individual product from the set, you will not be able to do so unless you return the whole set.The Chair Set cannot be used in conjunction with any other promotion or discount voucher. All online promotions are subject to change and may differ to promotions available in store.
Catalogue Terms & Conditions -
Prices in the catalogue are correct at the time of printing. Style and colours may vary and stock is subject to availability. Offers may be withdrawn without prior notice. Offer may vary in store and online.
If you've received a catalogue in the mail your exclusive extra 20% off everything in store and online (including already reduced & buy one get one free items) is valid 20/06/19 - 28/07/19. Offer cannot be used in conjunction with any other offer and is not valid on ski packages, expedition packages, gift vouchers or charity bags. To redeem offer online please enter the promotional code - printed on the voucher with your address details or on the pop out card - at the checkout before 28th July 2019. To redeem in store present your voucher with barcode at the checkout before 28th July 2019.
Print Promotions Terms and Conditions - Prices on print are correct at the time of printing. Style and colours of product may vary and stock is subject to availability. Offer may vary in store and online. The exclusive discount you have received is valid on already reduced items and buy one get on free items. It cannot be used in conjunction with any other discounts or for the purchase of gift vouchers, ski packages or charity bags. If your promotion can be used in store, take in your piece of print where the staff will scan the barcode. If it can be used online enter the promotional code at checkout. Individual promotions are valid as per stated on the piece of print.
Expedition Kit List 2019 - Customers who have signed up and completed the online form here www.mounainwarehouse.com/expedition, can get 20% off the Mountain Warehouse Expedition Kit List. Online code and barcode valid from 27.03.2019 to 30.09.2019. 20% discount is only valid on the products listed in the Mountain Warehouse Expedition Kit List 2019. To redeem in store, please present the barcode sent to your personal email at the till. To redeem online, please insert your unique code at the checkout. Your unique online code is valid for a maximum of 10 transactions. In store barcode is valid for an unlimited amount of transaction per customer. Barcode and Online code cannot be used for the purchase of the Expedition Packages or gift vouchers. Extra 20% off cannot be combined with any other discount code or promotion.
Expeditions Packages 2019 - Items cannot be substituted for other products. If one of the items in your expedition package is faulty or not as described, we will be happy to offer you an exchange or refund for that particular product. However if you change your mind and wish to return an individual product from the package, you will not be able to do so unless you return the whole package. The Expedition Packages cannot be used in conjunction with any other promotion or discount voucher. All online promotions are subject to change and may differ to promotions available in store.
Extra 15% off everything is valid on online purchases made between 00:00am GMT 13/09/19 - 11:59pm 15/09/19 as well as purchases made in-store on Friday 13th September to Sunday 15th September. Please check our website for your local store time openings. Extra 15% off everything is valid on already reduced and buy one get one free items. Extra 15% off everything cannot be used in conjunction with any other discounts or for the purchase of gift vouchers or packages. To redeem the offer online enter the promotional code - EXT15 - at the checkout. To redeem the offer in-store please present the email at the checkout.
50% or More Off Everything 50% or more off everything is valid from 00.01am 11/10/2019 – 23.59pm 14/10/2019 online only. This discount applies to the RRP price. Prices shown in the email & on the Mountain Warehouse online store already include this discount. Prices correct as of 11/09/2019. Prices may vary online to instore. Free standard UK delivery on all orders over £50 once any discount has been applied. Free UK next day delivery available on all orders over £120 once any discount has been applied.
Extra 20% off everything is valid on purchases made between 00:01am GMT 24/10/19 to 23:59pm GMT 28/10/2019. Extra 20% off everything is valid on already reduced and buy one get one free items. Extra 20% off everything cannot be used in conjunction with any other discounts or for the purchase of gift vouchers, packages or charity bags. To redeem the offer online enter the promotional code displayed on the email at the checkout.
Free delivery Free standard delivery is available on all orders placed between 09.01am GMT 31/10/2019 and 17.00pm GMT 01/11/2019. The offer will automatically apply at checkout but excludes alternative delivery methods including Next Day and Click & Collect. Prices may vary online to in-store. Prices correct as of 31/10/2019
50% or More off on Ski Clothing - 50% applies to all Ski Jacket, Pants, Snowboots and Baselayers. Ski Accessories (Hats, Gloves, Socks, Goggles, Gaiters and Scarves etc) are not inlcuded within the Ski Clothing promotion. Offer is valid from 10.00am 31/10/2019 while stocks last. This discount applies to the RRP price. Prices shown in the email & on the Mountain Warehouse online store already include this discount. Prices correct as of 31/10/2019. Prices may vary online to instore.
The prices displayed on this site are quoted in UK pounds sterling, Euro, American dollars and Canadian dollars. Payments can be made in UK pounds sterling, Euro, American Dollars and Canadian dollars. The prices include VAT at 20% (UK tax), where appropriate, and are subject to change if the applicable rate of VAT changes before your order is accepted.
Where there is a delay or likelihood of delay in the supply of products, we will advise you as soon as possible. You may either cancel your order or choose a replacement item.
Any orders you place with us will not be accepted and no contract will be formed between us until you have been instructed that said goods are available and these goods have been paid for and all applicable charges in full. No payment shall be deemed to have been received until we have received payment in cleared funds.
We will confirm our acceptance of your order on receipt of cleared funds by email (where a valid email address is provided).
On placing an order your email address will be added to Mountain Warehouse Limited and group companies mailing lists. You can unsubscribe at any time.
We reserve the right at all times and at our sole discretion to refuse to accept any orders.
If your order has already been dispatched, please follow the returns procedure and we will grant you a full refund.
Recipients of deliveries made outside the the European Union may have to pay import duty or formal customs entry. If this is the case, the delivery may be delayed. Any such charges are the responsibility of the recipient and Mountain Warehouse cannot offer any assistance in these processes.
We would advise you check the custom duty threshold of the country you're sending your items to, before you order, and keep your total basket value below that threshold should you wish to avoid any additional charges.
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 Us.
Gas, Chemicals and other items considered dangerous are not able to be shipped. These items are not available for purchase online.
Orders returned to our Warehouse as undeliverable will be cancelled and returned to stock. A full refund will be given within 14 days of us receiving the order back.
This applies to all orders including, but not limited to those which are intentionally refused, exceeded 'Delivery Attempt Maximum', 'Hold Time Maximum’ or where the delivery address is incomplete or invalid.
Undelivered orders Returned to Sender:
Undelivered orders will not be re-shipped, if the items are still required you will need to place a new order.
You will be notified by email that you have been refunded for an undelivered order.
If you suspect your order has been returned as undeliverable and you have not had confirmation of this after 30 days, please contact us.
Discount Card - Extra 10% Off
Discount Card - Extra 10% Off: To redeem an extra 10% off your next order you must activate your discount code, either at mountainwarehouse.com/activate or by scanning the barcode. To redeem your extra 10% off you must enter the enter the code at checkout. Your extra 10% off is valid on already reduced items. Your extra 10% off is not valid in conjunction with any other offer or discount. Your exta 10% off is not valid for the purchase of gift vouchers, ski packages, epedition packages or charity bags. Your extra 10% off is valid online until 31/12/2020.
If you would like to return an item, it must be within 30 days of receipt. Unfortunately we cannot accept a return for a refund more than 30 days after you have received the item unless the item is faulty, mislabelled or incorrectly described.
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 and confirmation email in addition to the payment card used to purchase 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.
We will include a returns form with your delivery which you should send with the goods if you are returning them to our warehouse.
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.
Please use the postage sticker included with your dispatch note. We offer free exchanges within the UK. Returns incur a charge of £3 which will be deducted from your refund.
Please note that some larger items may need to be returned via other methods, for further information please contact our Customer Service Team.
If your item is faulty and more than 30 days have passed, please contact us via the online support department on the Contact Us page.
We cannot refund any costs incurred for using 'Special' or 'Express' services.
Right to Cancel:
You can cancel your order within 30 days of receiving it. Orders that have already been dispatched will need to be returned to us through the usual method.
If cancelling an order this means returning the order in its entirety to our warehouse, in this instance a full refund, including outward shipping costs will be given within 14 days of us receiving it back.
We cannot refund gift cards.
If returning an item bought by gift card or credit note you will be entitled to an exchange for another item, gift card or credit note. You will not be entitled to a refund.
We are not able to replace or refund lost or misplaced giftcards.
We are no longer giving gift vouchers however if you have purchased one recently it will still be valid until the time of expiry.
If you need any further information, please refer to our FAQ’s or contact the Customer Service Team on the Contact Us page.
Returns received at the Warehouse without a returns form will be rejected. Please contact Customer Service should you require a new Exchange and Return form.
All our usual returns T’s & C’s apply.
Please contact Customer Service if you have a Zakti product, which was bought in a Zakti store or on www.zaktiactive.com that you wish to return or discuss.
Ski Package - If one of the items in your Ski package is faulty or not as described, we will be happy to offer you an exchange or refund for that particular product. However if you change your mind and wish to return a single item from the package, you will not be able to do so unless you return the whole package.
Product Reviews & Feedback
Reviews of our products in no way represent the views of Mountain Warehouse. Any suggested uses or benefits outside those recommended by the manufacturer are used at your own risk. Customer reviews are intended to share impartial advice and experiences.
- Be written in English
- Include specific details about your experience with your product
- Include the star rating from 1-5 based on your experiences with the product
- Include your name
We will not post:
- Reviews that are deemed to be insufficient or too long
- Direct comparisons between Mountain Warehouse and other named companies
- Profanities directed at Mountain Warehouse, other companies or reviewers
- Reviews not relevant to the product
- Content that may be considered offensive, blasphemous or racist
- Content that is sexually explicit
- Reviews written by other companies
- Advertising material
- Personal information such as addresses, telephone numbers and URLs
- Reviews on price, customer service, delivery or availability
To submit a review you must:
- Have purchased a product online or in store
- Have received an invitation via email if ordered online
- Have a valid receipt if purchased in store
- Have used the product for its intended purpose
Mountain Warehouse reserves the right to remove or refuse to post any customer review it considers inappropriate.
Mountain Warehouse reserves the right to publish any submitted comments at their sole discretion, and shall be entitled to change, delete or use this content in any other areas of the business.
By submitting your email address you are giving Mountain Warehouse permission to contact you regarding your product review. You can opt out of receiving promotional information at any time by following the unsubscribe link at the bottom of the promotional emails.
By submitting the Mountain Warehouse customer survey you are giving permission for Mountain Warehouse to publish your first name and customer service comments online and on promotional information.
Mountain Warehouse have sole discretion over what comments are published and reserve the right to remove comments at any time and for any reason.
Live Chat is monitored by Mountain Warehouse for your safety. We may take necessary action to ensure your safety and the safety of our staff, including warning, blocking and where necessary reporting users who behave inappropriately.
Lengthy messages or queries which require investigation may be referred to regular email, where you can expect a response within 24 hours.
Mountain Warehouse will not tolerate abuse, comments of a sexually explicit, racist, demeaning or irrelevant nature.
When Live Chat is not manned you will be able to leave a message, one of our advisors will respond to you as quickly as possible.
By using our Live Chat service you agree to all terms, conditions, monitoring guidelines and notices contained or referenced elsewhere in the Mountain Warehouse general Terms and Conditions. We reserve the right to update or review these Terms at our discretion. Your continued use of this service following any changes to the Terms and Conditions constitutes acceptance of those changes.
You acknowledge that you are responsible for all communications sent via or to this website and agree your use of this website for private, proper and lawful purposes only.
You will not carry out any act or omission or procure any act or omission which would:
Damage, delay, interrupt or impair the use of this website or its software;
Cause any illegal, offensive, defamatory material to be placed on or associated with this website;
Be in breach of any copyright, trade mark, privacy, confidence, or any other third party right; or
Cause any inconvenience to Mountain Warehouse, its employees, servants, agents, software and other suppliers or any other third party (including, without limitation, creating or procuring software viruses, chain letters, unsolicited communications and ‘spam’).
In the event that you breach any of these conditions, you will indemnify and keep indemnified Mountain Warehouse, employees, servants, agents, professional advisors, suppliers and affiliates from time to time against all damages, losses, claims, costs, charges, awards, orders, judgments and other liabilities suffered or threatened as a result of a breach of these conditions.
Limitation of Liability
We will not be liable for any loss of revenue, loss of profit, loss of contract, loss of business or any anticipated savings, loss of goodwill or reputation, or any special, indirect or consequential damages (however arising, including negligence) arising out of or in connection with this agreement.
We also have no liability of any sort (including for negligence) for the acts or omissions of other providers of telecommunications services or for faults in or failures of their networks and equipment.
You agree to indemnify and hold us and our affiliates and agents and our and their respective officers, directors and employees harmless from any claim or demand, including legal fees, made by any third party due to or arising out of your breach of this agreement or your violation of any law or rights of a third party.
Any copyright or other intellectual property in these web pages is owned by, or licensed to us. It is absolutely prohibited for you to reproduce all or any part of the contents of this website except in accordance with this agreement.
The following acts are forbidden under the limited license granted to you:
You may not incorporate any part of this website into any other work or publication, including incorporation into an electronic work without our prior written consent.
You may not frame this website within any website controlled by you.
Termination and Suspension
We may immediately issue a warning, suspend or terminate your registration and deny your access to all or part of the website or refuse to provide our services to you without notice if:
You are in breach of any part of this agreement.
We cannot, for any reason, verify or authenticate any information you provide to us.
We believe that your actions may cause legal liability for us, you, or any other user.
Any notice, which we are required to give to you regarding the services, may be sent by e-mail or first class-post to the address provided by you on registration (or as amended from time to time).
Notices sent by e-mail are deemed to be received 24 hours after an e-mail is sent, unless we receive a failure notice that the e-mail address is invalid. Registered mail and first class-post will be deemed received 3 days following the date of mailing.
Sale of Knives
Knives and similar items, such as screwdrivers or can openers are not for sale to people under the age of 18, as this is against the Law (www.gov.uk/buying-carrying-knives). By placing an order on this website, you declare that you are 18 years of age or older. These items must be used responsibly and appropriately.
Please be aware that knives (and other items that require ID) can crop up in unexpected places; picnic sets can contain knives and first aid kits can contain sharp objects. Our main goal is to promote the safe use of our outdoor equipment and for this reason we always take steps to ensure that our knives and tools are promoted in a responsible manner.
If purchased in store, please be advised that you may be requested to provide proof of ID.
This agreement sets forth the entire understanding and agreement between us.
We may amend this agreement at any time by posting an amended agreement on our website. Any amended agreement will govern new user registrations from the date that it is posted and existing users will be bound by the amended agreement after the expiry of 14 days following the date of posting.
Nothing in this agreement shall create or be construed to imply any agency, partnership, joint venture, employee-employer or franchisor-franchisee relationship between you and us. Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.
If any provision of this agreement is held to be invalid or unenforceable, such provision shall be struck out and the remaining provisions shall remain in full force and effect.
You cannot assign this agreement but we may assign it at our sole discretion.
Our failure to act with respect to a breach by you or others shall not be considered as a waiver of our right to act with respect to subsequent or similar breaches.
Any person who is not a party to this agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement. This does not affect any right or remedy generally available to such a third party in law or otherwise.
The laws of your country may be different from English law and there may be additional legal requirements for you to use our website or services. You must comply with all applicable local and international laws, statutes, ordinances and regulations regarding your use of our website and services.
We cannot monitor the laws of every country and it is your responsibility to ensure that your use of our website and services is legal.
- Can be redeemed in participating Mountain Warehouse stores and online www.mountainwarehouse.com as part or full payment for goods
- Cannot be used for purchases outside the country in which it was issued
- Lost, stolen or damaged cards will not be replaced.
- Cannot be exchanged for cash. No change or cash refund will be given
- Are not a cheque guarantee, credit or charge card
- Gift Cards will not be sent to addresses outside the UK
- Orders of gift cards and orders containing a gift card(s) with a non UK shipping address will be cancelled and you will be notified by email
- ZaktiActive gift cards will be accepted on www.mountainwarehouse.com. Please contact Customer Service if you have a ZaktiActive gift card to redeem.
- Mountain Warehouse reserves the right to amend these terms