Coronavirus Information For Our Customers
We appreciate this unprecedented time of great uncertainty is having a 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 carry on as best we can.
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 from Government and the World Health Organisation as the situation changes.
We are committed to making the right decisions for you, and we’ll keep you up to date online, by email and through our social channels.
Please keep visiting this page for the latest information.
Our Stores
All Mountain Warehouse stores are temporarily closed to help everyone comply with the government’s “Stay at Home” message as we seek to keep the health and wellbeing of our colleagues and customers our top priority.
Orders & Delivery
Yes. We are still available 24 hrs a day online at mountainwarehouse.com/us/ for those who are able to, or prefer to shop online and we will do our utmost through this period to keep our websites running as normal for all customers.
Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.
Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages.
Our carrier partners are:
- encouraging all customers to use the alternative delivery options available to them (such as leave in a safe place) so they do not have to receive parcels directly from the courier or have to sign for them
- not handing over our hand-held devices to customers to capture electronic signatures
- asking drivers to log the name of the person accepting the item
- posting a customer contact card to advise of other ways to arrange receiving delivery
Deliveries are currently on time but this may change. The website will be updated if there is any significant change to timings. For the most up to date information on your order, please check its status using the tracking link provided in your order despatch email.
Due to store closures Click & Collect is temporarily unavailable.
Where locations are closed but customer orders have already been placed, we will get in touch with customers to offer a refund or place a new order for home delivery.
Returns
If you have been unable to return an unwanted item due to self-isolation restrictions, we will honour a late return as long as the item meets the other terms of our returns policy including a valid proof of purchase i.e. store receipt, credit card receipt, online order confirmation, dispatch email or dispatch note.
If you’re having problems with a product you’ve purchased, please contact us .
Still need help?
For more general queries, you can find helpful information from Customer Services on our website