Will I receive confirmation that my order was successful?

Once you have placed your order, you will receive an order confirmation email. This confirms that we have received your order. Once your order has been dispatched, you will receive a second email confirming that your order has left our warehouse..

I have not received my order confirmation email?

If you have not received your order confirmation email, please Contact Us.

Will I receive confirmation that my order is on its way to me?

Once your order has been dispatched, you will receive a confirmation of dispatch email. This email will contain the tracking details of your parcel. Details of how to track your parcel can be found at our “Tracking Your Order” section of the FAQs.

Do I need to create an account before placing an order?

No, you don’t. You have the choice to create an account or check out as a guest.

What are the benefits of creating an account?

Creating an account is easy and you’ll receive great benefits such as

-Tracking orders easily -Reviewing previous orders -Fast Check Out – you can save addresses and card details for quick and easy checkout

If you sign up to our newsletter, you will also receive updates on the latest arrivals and have access to online exclusive promotions and offers.

Are the items included in my basket reserved automatically?

No, adding an item in your shopping basket does not reserve it or guarantee its availability. Due to high demand, some items may go out of stock before you confirm your purchase despite being available when you added them to your shopping basket.

At what stage is payment taken from my card?

Your card will only be charged once your order has been dispatched from our warehouse. We will send you an email confirming the items which are being sent and the exact amount charged to your card. If for any reason we are unable to send an item, you’ll only be charged for the items we do send.

If you pay using Paypal or Apple/Google Pay, then payment is taken at the point of purchase. However if any goods are cancelled, the amount will be refunded back to your Paypal account.

I've made a mistake with my order, can I change it?

Once you have completed your order, you can no longer change it. However you can easily return any unwanted items to us for a refund. Please refer to our “Exchanges and Refunds” section of the FAQs.

I've just confirmed my order, can I delete/add items to it?

Unfortunately, we are unable to delete or add items to your order once it is complete. You may be able to cancel your order if it has not been dispatched yet. Please Contact Us and we will be more than happy to look into your query.

Can I place an order in store for home delivery?

If you cannot find the size or colour you want, you can ask our friendly sales staff to place an online order for you and you can enjoy free standard home delivery.

Can I place a Click and Collect order?

Unfortunately we have temporarily removed our Click and Click service as an option at the Checkout. We hope to resume this option very soon.

What is Click and Collect?

Click and Collect offers all the benefits of shopping online with the added convenience of picking your order up at a time and day that suits you. With Click and Collect you can order a great range of items and have them delivered to your local Mountain Warehouse store.

How much does it cost?

Click and Collect is Free over £20 and £2.50 on all other orders.

How long does it take to arrive in Store?

Your order will arrive in Store within 7 days of placing the order. We will inform you once your order is dispatched and the store will be in touch to confirm it is ready for collection via email.

UK Shipping Information

Please see our Delivery Page for the most up to date information. UK Shipping Information.

Is next working day delivery available for multiple large or bulky items?

Orders that include multiple large or bulky items may exceed the weight and dimensions accepted by our next day courier. In this instance your order will be put on to our Standard Oversize delivery service and will be delivered within 7 days. We will endeavor to notify you if your order is not able to be delivered on our next working day service.

Will a signature be required on delivery?

Generally a signature is required on delivery. If you’re not in to receive your parcel, our courier may attemp to leave it with your neighbour or in a safe location. They will leave you a calling card confirming where they have left the parcel.

Can I change the delivery address on my order?

Unfortunately we are unable to amend the delivery address on an order once it has been dispatched.

Can I add delivery instructions on my order?

If you wish to amend your delivery details or add delivery instructions on your order please Contact Us.

Do I have to pay custom charges if my order is being delivered outside the EU?

Recipients of deliveries outside 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 is unable to offer any assistance on these processes.

If you are ordering products to be delivered to someone outside of the EU, please make sure they are aware they’ll be responsible for these additional charges. We’d advise that you check the import charges applicable in any country before ordering products to be delivered there.

My order has been returned to sender. What happens now?

Orders returned to our Warehouse as un-deliverable 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 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 un-deliverable and you have not had confirmation of this after 30 days, please Contact Us.

How will I know when my order has been dispatched?

Once your order has been dispatched from our warehouse, we will send you an email to let you know that it’s on its way.

How can I track my order?

Once your order has been dispatched from our warehouse, we will send you an email containing a tracking number and a link to the courier’s website where you will be able to check the current status of your delivery. You can also track your parcel through your account if you are registered with us. Should you have any questions related to tracking your parcel please Contact Us and we’ll be happy to assist you.

The status says my order was delivered but I haven't received it?

You will need to Contact Us in order for us to check with the courier. Please quote your order number in any correspondence.

What do I do if there's a problem with my delivery?

If you have a problem with your delivery, you can Contact Us and we’ll be able to look into this further for you.

Some of the items are missing from my order. What can I do?

If you haven’t received the entire order as detailed in the order confirmation email sent to you, please Contact Us.

What payment types do you take?

We accept Visa, Visa Debit, Visa Delta, Mastercard, Maestro, Paypal and Mountain Warehouse gift cards.

Do you accept Paypal payments?

Yes we accept Paypal as a method of payment.

Can I use a gift card to pay for my order?

Yes, you can use a gift card to pay for your order. You will b prompted at the Checkout to enter your Gift Card number and the Unique Pin. Please note our gift cards can only be redeemed in participating Mountain Warehouse stores and online at as part or full payment for goods. Gift cards cannot be used for purchases outside the country in which they were issued. Lost, stolen or damaged cards will not be replaced. Gift cards cannot be exchanged for cash. No change or cash refund will be given.

When is payment taken from my card?

Payment is only debited from your card at the time of dispatch, unless you are paying with Paypal or Apple/Google Pay when payment is taken at the time of purchase.

Can I pay in my own currency?

You can purchase Mountain Warehouse products in the currency of the country where you are based.

How secure is your website?

Shopping is secure on We realise how importany it is to securely store any information that you provide, so we maintain the highest levels of security. Our site uses state-of-the-art SSL encryption technology, the most advanced security software currently available for online transactions. The security of the system has been authenticated by Thawte to ensure absolute confidentiality. You can therefore rest assured that we take privacy and security of your payment and personal details very seriously.

How do I return an item?

For store purchases please return to your local store for a refund or exchange. Good news, considering the recent government announcements, we have extended our refund policy for 60 days so that you will not miss out on a refund or an exchange. Unwanted Christmas gifts can be exchanged or refunded up until 31st March 2021. We are sorry we cannot accept in store purchases for return in our warehouse. For online purchases If you have purchased online and normally like to return to store, we are advising for a quicker refund to send back to our warehouse. Returns to our warehouse are FREE. If you want to wait until your local store re opens, then the extended 60 days policy will apply.

Do I have to pay to return an item?

Returns to our Warehouse are FREE, simply use one of our easy pre-paid return methods

Can I return an item to your store?

We are pleased to accept returns of any Mountain Warehouse product in any of our nationwide. Please bring all the order documents, including your dispatch note, found in the package as they are needed to process the refund.

What about returning Non Mountain Warehouse Product?

On Mountain Warehouse we offer a number of carefully selected other brands alongside our own. These cannot be returned in store and will need to be returned to our Warehouse for a refund to be processed. Please visit our Returns Center for further information as to the brands we offer and the return process.

I have received a faulty item . What can I do?

If you have received a damaged item please Contact Us. You can also take a damaged product to any of our shops for an assessment.

How long does it take for the refund to be processed?

If you have returned an item to our store, we will process your refund immediately. Please allow 5 days for the refund to appear in your account. If you have returned an item to our warehouse, we aim to process your refund within 14 days from the day of receipt of your return package.

I've sent some items back to you, how will I be refunded?

Upon receipt of your return package to the warehouse, we will process your refund. We aim to process all customer refunds as quickly as possible. Refunds will be credited to your original payment method. Please allow up to 14 days for the refund to appear in your account.

Will my delivery charges be refunded?

We will refund you the initial delivery charge on your order if you inform us that you wish to cancel your order within 14 days of receiving it.

How long after I've sent my parcel back to you will I get a refund?

If you have returned an item to our warehouse, we aim to process your refund within 14 days from the day of receipt of your return package.

What if my parcel gets lost on the way back to you?

The goods are your responsibility until they reach our warehouse. We strongly recommend that you use a secure trackable returns method and that you keep hold of your proof of postage. If your return package is not received at our warehouse please Contact Us with a copy of your proof of postage and we will be happy to investigate your return further.

I've lost my Returns form. What can I do?

Please Contact Us and we will be happy to resend you a Returns form.

I have two gift cards; can I use them on the same order?

Yes you can, you will need to enter the details of both cards. You will be prompted in the check out to do this.

I have been refunded the wrong amount?

When we process a refund, we take into account any vouchers or promotions in the original purchase as well as postage costs (whether or not we’re refunding the delivery charges). If you think that we have refunded you the incorrect amount, please Contact Us.

I have a promotional code. How do I use it?

The promotional code must be registered at the time of purchase by entering your code into the “promo code” box on the shopping basket page. Your basket contents and value will be recalculated to account for your promotion..

Can I enter more than one promotional code?

Unfortunately you are not able to use two promotional codes together. If you have more than one promotional code, you’ll need to decide which code you’d like to use.

I forgot to add my promotional code before confirming my order. Can the discount still be applied?

If you have forgotten to apply your promotional code, please Contact Us and we will be more than happy to add it for you.

Do you offer student discount or Armed Forces discount online?

Yes, we do. Please Contact Us for further information.

Why is the price of an item different in store to online?

Prices and promotions may vary in store to online. All online promotions are subject to change and may differ to promotions available in store..

How can I purchase a gift card?

Gift cards are available for purchase at any Mountain Warehouse stores across the UK. They can also be purchased over the phone and sent to your home address. If you wish to buy a gift card, please Contact Us.

Do you offer bulk discounts?

If you wish to place a bulk order please Contact Us so we can discuss your order further. Please note that bulk orders may incur additional dellivery charges..

I am taking part in a charity event. Will Mountain Warehouse sponsor me?

If you are involved in a charity event, Mountain Warehouse will be pleased to offer you and members of your group a discount from the prices on the website. Please Contact Us with details of your project and the charity involved (including confirmation/ verification of participation) and we will send you a discount code to use at the checkout.

The product size/ colour I want is not showing?

It may be that the product is just out of stock for a while but may still be available in our shops. Visit or call one of our stores with the product details as they may have the product in store.

I need more information about a product?

On each product page, you will find a description of the product, style and its technical features. If you wish to have additional information regarding a particular product, please Contact Us.

Do you offer a product guarantee?

All our products come with a 12 month manufacturer’s guarantee, protecting you from any fault that may occur within the first 12 months of purchase. This guarantee only applies if the product has been used for its intended purpose and excludes damage caused by accident, neglect or wear and tear. If you have any questions about our product guarantee, please Contact Us and we’ll be happy to help.

We also offer the Extreme Three Year Waterproof Guarantee on selected products. If your garment is includes this Guarantee it will be indicated on the website product page and the swing tag of the item. The Extreme Three Year Waterproof Guarantee promises that you garment will remain waterproof for three years. This guarantee only applies if the product has been used for its intended purpose and excludes damage caused by accident, neglect or wear and tear.

I am unable to register my product for the 3 year waterproof guarantee. What can I do?

You no longer need to register your Extreme Waterproof item for the 3 Year Waterproof Guarantee. If your item is eligible you will be automatically registered at the time of purchase if:

You ordered it online You opted for an e-receipt when purchased in store If you chose not to have an e-receipt we will happily accept your paper receipt as eligibility for the Three Year Waterproof Guarantee, please retain this should you wish to make a claim

Do you have a catalogue you can send me?

We produce a seasonal catalogue twice a year. You can sign up to our mailing list on our home page or by Contacting Us.

Do you sell gift cards?

Yes we do. You can purchase a gift card in any Mountain Warehouse store or online here

Can I add any amount to my gift card?

We sell gift cards with pre-set amounts. You can choose between £10, £20, £40, £50, £75 or £100. If you are buying in store, you can choose your amount.

If I don’t spend the full amount on gift card can I have the remaining balance in cash?

No, any remaining balance will be adjusted on your gift card to be spent another time.

I’ve lost my gift card, can I have another one?

Unfortunately we are not able to replace lost or stolen gift cards.

My gift card isn’t being accepted, even though I know it has money on it.

If you are having problems redeeming your gift card, please Contact Us with your gift card serial number and we will investigate for you.

Can I use my gift card as partial payment?

Yes you can, you will be prompted in the checkout with instructions on how to do this

I have a Zakti gift card can I redeem that on Mountain Warehouse?

Please Contact Us, we’ll be able to help you with this.

I have two gift cards; can I use them on the same order?

Yes you can, you will need to enter the details of both cards. You will be prompted in the check out to do this.

Can the balance of one card be transferred to another card I have?

No, unfortunately not, but you can use both cards against the same purchase.

Can you continue to load money onto your card or once balance is zero or is it time to get a new card?

You can add money to your gift card at any of our stores. This service is not available online.

Why does my gift card need to be signed for?

Sending a gift card by post is the same as sending money. We need to make sure you receive it.

Can’t my gift card be left in a safe place?

No, it needs to be signed for by a person (preferably you). If it is delivered, but not signed for, we are not able to help you if you have not received it. We insist on a signature to ensure you receive it and to ensure we can track it should anything go wrong.

Do I have to pay extra to get my gift card delivered safely?

We offer a free tracked service for gift card delivery, this includes order that are only gift cards and orders containing gift cards as well as other Mountain Warehouse products.

How long will my gift card take to arrive?

The gift card delivery service is 3 – 5 working days. The service is fully tracked allowing you to keep an eye on its progress.

Can I have my gift card delivered to a different country?

No, gift cards are only valid in the country and currency of which they were issued. Any orders that include a gift card, which is selected for delivery outside the UK will be cancelled and you will be notified by email.

Will my Gift Card Expire?

Your Gift Card will expire after 24 months of inactivity and any balance will be cancelled. Activity includes original Purchase/Top Up and subsequent purchases (a Balance Enquiry is not considered activity)

What’s happened to Zakti?

Zakti Active is now part of Mountain Warehouse. We have incorporated the brand into meaning you can still find great active wear for all the family.

I have a Zakti product that I need to return what do I do?

That’s fine, please Contact Us. If your return is still within the 30 days and meets the usual T’s & C’s we’ll be happy to accept your return.

I have a Zakti gift card, can I have my money back?

We are accepting Zakti gift cards on Please Contact Us when you wish to redeem it and we will advise you.

I have more questions.

Please Contact Us, our Customer Service team will be happy to help..

Latest information for customers regarding COVID-19 (Coronavirus)

For the latest information relating to this issue, please visit our dedicated Coronavirus Page. Alternatively please contact our Customer Service Team

What products can be personalised?

A select range of our products are currently available for personalisation. You can find them here on our Personalisation page

How do I place a personalised order?

Please send an email with a brief overview of your requirements to [email protected] One of our dedicated team will contact you back to discuss your requirements and take you through the order process.

How long will it take to get a personalised product?

We aim to respond to all personalisation requests within one working day. Once the details and the order has been confirmed, our team will produce and despatch the item.

I have a promotional code. Will it work on personalised product?

Valid promotional discount codes are redeemable against the product you wish to personalise in line with the terms and conditions of the offer but they cannot be applied to the personalisation charge.

Can I return a personalised item?

Personalised items are produced especially for you so they can only be returned if they are faulty, do not fit their description or do not meet with your original instruction.

Need more help?

Contact our live support team 24/7 

Live Support