**Do not stick postage labels to the outside of the original packaging or shoe box. Please reuse the packaging that the items came in to post it back e.g. shoe boxes need to be placed inside another box or satchel for shipping. If the shoe box is used as the shipping box, we will charge a Box Replacement Fee of $5.00.
We offer one free return in case you don’t get the size right the first-time around.
Every online shoe purchase will come with a return slip, similar to the image below:
Follow the instructions on the returns slip and fill out the required details to claim your free shoe return.
Due to the critical nature of safety equipment in this store, we cannot accept returns on safety gear in order to ensure our customers are buying gear that is new and in a safe condition.
Items listed under the following categories are considered safety equipment:
All safety items have a "No returns on safety gear" label on the product page below the "Add To Cart" button. See image below.
Our customer's safety always comes first. Once a harness leaves our store, we can’t be certain that nothing has happened to it.
We’re not ogres and we really don’t like to deny returns, and yes, we realise you probably just tried it on and it still has the tags. However, please understand harnesses play a critical role in safety and preserving your life when you climb.
We cannot accept returns or exchanges on harnesses, including other safety equipment mentioned above, to ensure the gear that we are selling is brand new and in a safe condition, direct from manufacturers & suppliers.
Please ensure if you are purchasing a clearance item that you have sized correctly as we will not accept returns on these items.
Clearance products are labelled as follows:
All items we stock are backed by manufacturer warranties.
If an item you’ve purchased is defective immediately or has developed a fault, please lodge a dispute in the ‘Resolution Centre’ on our website.
Lodging a dispute is the quickest way to help us assess whether the issue is covered by Manufacturers Warranty, and its eligibility for repair or replacement.
Lodging a dispute is the quickest way to return shoes or make a formal warranty request. Simply follow the steps below:
We'll respond once we've verified your return and to provide shipping instructions as required.