Frequently Asked Questions
1. Have you received my return?
Once your refund has been processed, we will promptly notify you via email. For updates on the delivery of your returned item, we kindly suggest utilising the tracking options offered by your selected delivery service to confirm its successful arrival at our facility. Our goal is to process returned orders as swiftly as possible upon receipt. However, during busy periods, please allow for a processing time of up to 14 working days for refunds. Please note that it may take three to four days for the refund payment to reflect on your card statement after it has been processed.
If you do not receive our confirmation email within 14 days of your order being received at the warehouse, please contact us via email - email@example.com
2. Can I return my order to the store?
To facilitate a return at our standalone shop, 34 Dean Street, Newcastle Upon Tyne NE1 1PG, please ensure you have your receipt or order confirmation email available. Please be aware that web orders returned in-store will not be refunded on-site. Instead, they will be sent to our returns department for processing.
3. What should I do if I receive a damaged or defective item?
If you received a damaged or defective item, please contact our customer support team immediately. We will assist you in resolving the issue and provide further instructions on returning the item if necessary. Return shipping costs will be covered by us in such cases.
4. Are there any items excluded from returns?
Please note that we are unable to accept returns for items that show clear signs of cosmetic or fragrance use. Additionally, we regret to inform you that we cannot accept returns for the following categories: Underwear, Electronics, DVDs, and items governed by PPE Law (such as Snowsports and Climbing Helmets, Climbing Hardware, Climbing Ropes, Ice Axes, or Crampons). We appreciate your understanding regarding these limitations.
We may only make exceptions for climbing equipment and helmets purchased online and delivered to your address, if returned within 14 days of receipt. All returned PPE items undergo a thorough inspection process.
5. How do I exchange an item?
We do not currently provide an exchange service. If you would like to receive a different size/colour, we kindly ask that you place a new order through our website. This will ensure a smooth and efficient process in fulfilling your request.
6. Are returns accepted for international orders?
While we do accept international returns, please note that these specific orders may not be processed through the linked online return portals. Due to logistical considerations and varying customs regulations, international returns require a more personalised approach. We kindly ask you to utilise your local postal services and ensure that the parcel is clearly marked as a returning item for customs purposes.