How do I return my order? - LD Mountain Centre

Returns

We want you to be completely satisfied with your purchase from LD Mountain Centre, if for any reason you are not, we offer a hassle-free returns policy. Please read the information below to understand our returns process, and find answers to frequently asked questions.

Returns Policy

You may return eligible items within 30 days of the purchase date.
The item must be unused, in its original packaging, and in the same condition as when you received it.
Return shipping costs are the responsibility of the customer unless the return is due to an error on LD Mountain Centres' part.

How to Package a Return

To parcel up a return, please follow these steps:

Please include your order number and provide a detailed explanation for the return. You can conveniently write on and enclose the dispatch notes that you received with your initial delivery.
Choose your preferred courier for the return, or select one of the following links: Royal Mail, DPD
Package the item(s) securely and include any accessories, tags, or documentation that came with it. Please note that we are unable to accept returns if the postage label has been affixed directly onto the product/branding, such as in the case of shoes with a postage label attached to the box.
Ship the item back to us using a traceable shipping method.

Return's Address: LD Mountain Centre, 83 Third Avenue, Team Valley, Gateshead, NE11 0PR

Please note that LD Mountain Centre cannot assume any liability for the parcel delivery and collection services booked through the return portal links provided. We recommend reviewing the terms and conditions of the respective service providers and exercising due diligence when selecting and utilising these services.

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 - returns@ldmountaincentre.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.