For Customers Within the UK

(All overseas customers click here)

Orders:

Your order should be a simple electronic process via our automated website. However, if by some chance the internet gremlins have made this anything other than straightforward, please e-mail us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .  Please include your contact telephone number and we will speak to you personally to ensure we get your goods to you as quickly as possible.

All credit card payments made through our site are made using the Secure Trading payment portal so that you can be sure your details are safe. Payment may also be made via Paypal.

If you you prefer to deal with us personally or pay by cheque then please send your order, payment  and delivery details to Mountain Works Ltd, Glebe House, Bolton, Nr Appleby, Cumbria, CA16 6AW. We will confirm receipt of your order and estimated delivery time by return as we will need to allow for cheque clearance.

 We try our very best to ensure that we only have items for sale on our website that are available to ship, but there is the very odd occassion where we may not be able to ship an item after we have accepted payment. In the unlikely event of this happening please be assured that we will contact you either by phone or e-mail to discuss a substitute product or arrange for a refund of the item/s that we are unable to supply.

Deliveries:

If you feel your delivery seems to be taking longer than expected, please e-mail This e-mail address is being protected from spambots. You need JavaScript enabled to view it  to receive an update or to track your order. Orders despatched to a UK mainland address (outside of the Highlands and Islands of Scotland and Northern Ireland) this should be three working days. For all other areas please allow five working days. Overseas customers please click here.

In the event of goods being delivered incorrectly or in a faulty condition, please contact us immediately. You can also e-mail This e-mail address is being protected from spambots. You need JavaScript enabled to view it to arrange for a return collection of the goods via our approved carrier.

Returns:

Ordered the wrong item or it's not what you were expecting?

No problem - just return it to us, unused and with it's original instructions and packaging within 14 days of your original receipt of the goods. We will issue a full refund for the original price paid including postage to you which you will receive within 30 days. In the first instance, e-mail This e-mail address is being protected from spambots. You need JavaScript enabled to view it for a returns form so that we can process your goods as swiftly as possible. Please note that you will have to pay for the return of the goods whether you choose to use a secure service via the Post Office or have them collected by our carrier. E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it   if you would like any further information. In common with usual retail practice we cannot accept returns of videos or DVD’s unless faulty.

Want to swap your item for a different size/colour/product?

No problem. just return it to us, unused and with it's original instructions and packaging within 14 days of your original receipt of the goods. We can arrange this for you but please note that we will require payment for any additional carriage charges incurred and for any difference in price. This, of course, works both ways though and we will refund any price difference to you as appropriate. Please e-mail This e-mail address is being protected from spambots. You need JavaScript enabled to view it for a returns form so that you can specify exactly what you would like  in exchange along with a contact number so that we can make absolutely sure we can process your request as quickly and accurately as possible. E-mail This e-mail address is being protected from spambots. You need JavaScript enabled to view it or see our returns form if you need any further information.

Got a problem with a used item?

Just e-mail your questions or concerns about any of the items you have purchased from us to This e-mail address is being protected from spambots. You need JavaScript enabled to view it so that we can give you all of the help and advice you need. Please note that due to the nature of the equipment we sell we only accept used items back in the event of a warranty issue or fault. It is so rare that we ever see a Zero-G item returned that we are always very careful to make a full review of the item to give you the very best in customer service.

Not good enough?

Over the years we have worked very closely with our friends at the Institute of Trading Standards so that we can offer fair and honest customer service to the very highest level. Please send any complaint you may have to us either by e-mail at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or in writing to Mountain Works Ltd, Glebe House, Bolton, Nr Appleby, Cumbria, CA16 6AW. If you feel that we have not dealt with you fairly then you can call the Institute of Trading national help line on 08454 04 05 06.

Got a problem with a Zero-G or Climbing Technology  item that you bought from one of our retail partners?

You do need to contact them directly first. This is because your original retail contract is with them and by coming to us directly you may affect your statutory rights as a customer. We know that every one of our retail partners will be happy to offer you the highest level of customer service.