Frequently Asked Questions (FAQs)
Ordering & Payment
How do I place an order?
Browse our website and add items to your shopping bag. Proceed to checkout, where you will be guided through the steps to enter your delivery details and payment information to complete your purchase.
What payment methods do you accept?
We accept all major credit and debit cards, including Visa, Mastercard, and American Express. We also offer payment through PayPal and other secure online payment systems.
Is my payment information secure?
Absolutely. Our website uses advanced SSL (Secure Sockets Layer) encryption technology to protect your personal and payment details throughout the transaction process. We do not store your full payment card details on our servers.
Delivery
What are my delivery options?
We offer several delivery options, including standard shipping and an express service for a faster delivery time. The specific options and costs will be displayed at checkout based on your location and the items in your order.
How long will my delivery take?
Delivery times depend on the service you select and your delivery address. Standard delivery typically takes between 3-5 business days. You will receive a shipping confirmation email with a tracking number once your order has been dispatched.
Can I deliver to a different address than my billing address?
Yes, you can. During checkout, you can specify a separate shipping address, such as your work address or a pickup location, if that is more convenient for you.
Returns & Refunds
What is your returns policy?
We want you to be completely happy with your purchase. If you are not satisfied, you can return most unworn items in their original packaging with tags attached within 30 days of receipt for a full refund or exchange.
How do I return an item?
To initiate a return, please log in to your account on our website and navigate to your order history. Follow the instructions to generate a returns note and post your parcel back to us using a traceable service.
How long does a refund take?
Once we receive your returned item and it has been processed, your refund will be issued to your original payment method. Please allow 5-10 business days for the refund to appear in your account, depending on your bank or card issuer.
Product & Sizing
How do I know what size to order?
We provide detailed size guides for all our clothing and footwear products. You can find a link to the size chart on each product page. We recommend measuring yourself and comparing your measurements to the chart for the best fit.
Are your products waterproof?
Many of our jackets, trousers, and boots feature waterproof and breathable technologies. The product description will clearly state the specific waterproof rating and technology used, such as our own DryTech fabric.
How should I care for my outdoor gear?
To maintain the performance and longevity of your gear, please follow the care instructions on the label inside the garment. Generally, we recommend using a technical detergent and reproofing products for waterproof items after washing.
Technical Support
How do I reproof my waterproof jacket?
We recommend using a wash-in or spray-on reproofer designed for technical fabrics. First, wash the jacket according to its care label using a non-detergent soap. Then, apply the reproofer and tumble dry on a low heat to reactivate the durable water repellent (DWR) coating.
My product has a fault. What should I do?
We are sorry to hear that. Please contact our Customer Service team with your order number, details of the product, and a description (and photos, if possible) of the fault. We will gladly assist you under our warranty policy.
Website & Account
How do I create an account?
You can create an account by clicking the “My Account” link at the top of our website. You will need to provide your name, email address, and create a password. Having an account allows you to track orders and save your details for faster checkout.
I’ve forgotten my password. How can I reset it?
Click on the “My Account” link and then select “Forgotten your password?” You will be prompted to enter the email address associated with your account, and we will send you a link to reset your password.
Can I change or cancel my order after placing it?
We aim to process orders very quickly. If you need to change or cancel your order, please contact us immediately. We will do our best to assist, but we cannot guarantee changes if the order has already entered the dispatch process.
If your question has not been answered, please do not hesitate to contact our Customer Service team for further assistance.