Returns
Email us at address below with the following information
Please include: order number, item description, the reason for the return and whether you'd like a refund or a replacement.
We'll email you back with instructions for returning the item(s)
Alternatively, call us on 0845 120 4500
Refund policy
We want you to be happy with your purchase. If you're not, just return the product to us, following the instructions above, and we'll exchange or refund it. Please see below for products excluded from this policy.
Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to return the product(s) for a full refund if you request one in writing within 7 working days of receipt.
Normally we'll refund the original debit, credit or charge card used to purchase.
Condition of returns
It's important that returned items and their packaging are in the best possible condition, so please take reasonable care of them.
Products we're unable to cancel, refund or exchange
Unless faulty or not as described, we cannot cancel orders, refund or offer an exchange on:
Special orders, personalised or made-to-measure products
Perishable goods
Flares or other hazardous goods
CDs, DVDs, tapes or other recording media, software or video
We're unable to accept cancellations for these products once ordered.
This does not affect your statutory rights.
Buying large or long goods or hazardous products
Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners), as well as the proposed location, before you order large items to enable us to deliver your order successfully.
Size Guide
Garra Non-Stop-Gold Rock Climbing Shoes