Frequently Asked Questions
- When do I need to order to guarantee Christmas delivery?
The business will be closed from the 23rd December to 4th January 2021. Please order before Friday 18th December for delivery before Christmas.
- Can I return an item bought as Christmas present?
If you wish to return an item bought as a Christmas present, the time-frame to do this will be extended until February 1st. All other returns conditions still apply. Please note all returns require proof purchase as detailed in the Order Confirmation or Shipping Documentation. You will need this in order for us to process your return.
- How can I track my order?
You will be sent a shipping confirmation once your order has been dispatched from our warehouse. You can also track your order by logging into your account and clicking on the order number.
- How long does delivery take if I order directly from you?
For any item that is shipped via FREE or standard delivery, you should expect your delivery to arrive within 2-4 working days. During exceptionally busy times (i.e. Christmas) please allow a little longer.
For items that are shipped via EXPRESS delivery, provided the order is placed before 1pm (Monday to Friday) your delivery should arrive on the next working day. Any order placed after 1pm on Friday or at weekends will be dispatched on the Monday to arrive on the Tuesday.
Please note that some postcodes are not covered by our EXPRESS delivery service.
Please see our Delivery page for more information.
- Can I cancel my order?
You may cancel your order or return any unwanted item for up to 30 days from the date you received your goods. If the order contained multiple consignments this date runs from the date the last item was delivered to you, or left in your nominated safe place.
Please see our Returns page for more information.
- The item I want is showing as out of stock. When will it be available again?
We have two main seasons, Autumn / Winter & Spring / Summer and we do often receive several ‘drops’ from our factories during the course of any one season.
Please contact firstname.lastname@example.org if you cannot see the item you are after in stock and have a specific query.
- Do you price match?
All the products available on our website are sold at the suggested retail price which include VAT at the appropriate rate. We do not price-match.
- Do you offer product advice in addition to the information found on your website?
If you cannot find the information you are looking for, please contact us. Many of our UK based team are highly experienced and will endeavour to answer any technical query you may have
- Do you ship overseas?
Unfortunately, at present we are only able to ship deliveries to mainland UK addresses.
- Do you offer discounts?
If you are a member of an approved instructional or guiding organisation such as the Association of Mountaineering Instructors (AMI) or British Mountain Guides (BMG) you may qualify for a discount. Please contact us for more information. If you are based outside of the UK please contact your relevant distributor.
- Are your products guaranteed?
All of our products are guaranteed to the original purchaser against defects in materials, components and workmanship that occur through normal use.
Please visit our Guarantee page for more information.
- Where else can I buy Mountain Equipment products?
We have a network of retail partners both in the UK, throughout Europe and the rest of the world. Please visit our Dealers page for more information.
- How do I care for / wash or repair my product?
We have extensive information about how to care for your product and what repairs are possible, including advice on how to minimise the environmental impact of all the products we produce.
Please visit our Product Care & Repair pages for more information
- Are your products ethically produced?
Mountain Equipment is a member of the Fair Wear Foundation and has held its coveted ‘Leader’ status since 2015. Please visit our Fair Wear page for more information.
- Is your down ethically sourced?
Mountain Equipment was one of the first companies in the world to establish an independent auditing standard for its down supply chain – DOWN CODEX. We only source down that has been independently audited to these standards. Each and every one of our down products contains a unique 12 digit code allowing you to view the supply chain information as well as the quality and fill-power information.
Visit our Down Codex pages for more information