DMM Shadow Bent Gate

Mainland UK

Please not that as of March 18 2020 Parcelforce will be suspending service guarantees. As a result of this we have removed the option for next day delivery as we can no longer guarantee it. We will resume a next day service as soon as it is possible.

We aim to dispatch all orders within 24 hours.

Free UK shipping is available on all orders over £25. Smaller items will be sent with Royal Mail Tracked 48 and bulkier items and orders over £400 with Parcelforce (this is a signed for service).

All customers will receive an e-mail with tracking information. This e-mail is generated when your order is processed but in some cases the parcel will not leave our premises until the following working day. For Tracked 48 please allow 3-5 days for delivery especially at busy times of year.

If you want your items quicker, we offer a Priority Next Day Shipping option at an additional cost of £4.75. This is available on the checkout page and the cutoff time for this is 14.30. This service is for mainland UK orders (N. Ireland, Highlands & Islands excluded) and is a signed for service. In most cases we use Parcelforce Express 24 but, in some instances, we may use Royal Mail 1pm Special Delivery. You will receive an automatic tracking e-mail with a link to your parcel details.

There is also the option for Saturday Delivery at a charge of £18. This service is for UK orders only and guarantees delivery on the next Saturday morning. Orders for this service must be placed before 12pm on the Friday before. This service also requires a signature on delivery.

Please note that for orders to N. Ireland, the Highlands & Islands, next working day / Saturday deliveries cannot be guaranteed. Please call if you have any specific out of area delivery requirements.

Unfortunately, we cannot guarantee delivery times.

All items are advertised subject to availability. If we are ever out of stock of an item and cannot supply within a few days, we will e-mail or phone you. You will have the option to cancel your order, wait or accept an alternative.

We are a small retailer, and while we do have a modern EPOS system mistakes can still happen. Inevitably we may therefore occasionally sell out of an item that is still showing on the website as in stock. If we have sold out of an item, we cannot always repeat or supply future stock at the same price.

Royal Mail parcel post typically takes 3 working days (90%), as does second class letter post (98%). Over 90% of first class letters are delivered the next working day.

Overseas Shipping Charges

Our overseas shipping and postal charges outlined in the tables are based on the following approximate weights.

Parcels shipped to Europe – Up to 20Kg

Parcels shipped Globally – Up to 5Kg.

If your parcel is heavier or especially bulky we will e-mail you with a revised shipping quote. You will not be obliged to pay this, however we reserve the right to refuse the order if the shipping costs are not paid. We will do all that is possible to keep the shipping costs to the minimum while still using a quality and reliable service.

Returns and Refunds

In the event that your purchase is not suitable, for whatever reason, you have the right to return it to us. Goods should be returned in new condition, unused and with their original undamaged packaging.

If you purchased in store please contact the relevent shop directly.

To return unwanted goods purchased through the website please download our returns form and then post your item(s) to us along with the completed form to:

Returns, Hooked on Granite Ltd, Capel Curig, Betws-Y-Coed, Conwy. LL24 0EN

For any unwanted goods (including size or colour choices) you will be responsible for any return postage costs. The time limit for returns is normally 30 days from receipt. 

Please note that climbing & PPE Safety Equipment can only be returned on very strict condition. Everything must be exactly as it was received, with packaging and labelling intact. If there is any sign or possibility that the goods have been used or contaminated then we regret that we are unable to accept a return on the grounds of consumer safety. 

In the case of incorrect ordering and undisclosed reasons for return, the customer will be expected to pay the return postage costs.

All refunds will be given as quickly as possible, and usually take the form of a refund transaction onto the card used for the original purchase. At the very latest we will refund your money within 30 days from the day we receive your return. In most cases refunds are processed on the day same day as the returns good arrive. However, there is often 2-4 working days for the refund to be processed by the bank or credit card company.

When returning goods to us, we suggest that you use registered post or a guaranteed delivery service for your own peace of mind.

For European and International orders the charge will vary depending on the current cost of delivery to that country. For an accurate price, please contact us before returning your item.

Sorry, we cannot accept returns of food, CD's, DVDs or computer software where any seals have been broken.

In the unlikely event that your purchase develops a fault, for whatever reason, then please contact us first either by telephone or email for further instructions. In the majority of cases, any faulty goods will have to be returned to us and then forwarded on to their respective suppliers for inspection. Please be aware that this process may take several weeks in some cases. Any postage costs paid will be refunded by THE CLIMBERS SHOP if a product is deemed as faulty and still under a manufacturer's warranty.

PLEASE NOTE! : Whilst we are happy to try and resolve any issues relating to faulty products sent back to us, we must insist that under Health & Safety guidelines that all such returns are in a clean and hygienic state (including the soles of any footwear returned). Items that are received in a dirty or unhygienic condition will not be dealt with and will be simply returned to the sender. Any additional postage costs arising out of such returns will have to be met by the customer.


All returns must be accompanied by a completed returns form -- available here
Download and Print Off a Returns Form [PDF Document / 28kb]