The Climbers Shop and Joe Browns want you to be completely satisfied with the items that you have purchased, but occasionally we realise you might wish to return an item to us. If you change your mind about an online purchase, you can return any unused items within a period of 14 days from the date on which the items were delivered for a refund. All items should be returned in the same condition that they arrived, with all labels and packaging intact and undamaged.

Print the Returns Form available on our Main Returns Page and complete all sections before enclosing it with your return. Failure to include a returns form will delay the processing of your return. Securely package the item being returned in suitable protective packaging and return any items using a postal service that is tracked and insured. Our return address is: Returns, Hooked On Granite Limited, Capel Curig, Betws-Y-Coed, LL24 0EN

Our three shops can receive returned orders purchased online. These items must be accompanied by a completed returns form and will be passed on to the website team for processing.

Please do not send items back for direct exchange. If you require a different size or model, return the unwanted item via the normal returns procedure and place a new order via the website.

If any item purchased from The Climbers Shop & Joe Browns online store develops a fault, contact us by email at [email protected]. Include a description of the fault, date of purchase and ideally a few photographs showing the problem. We will then assess the issue and act accordingly and will advise on the next step.

Once your item has been despatched you will receive an email with tracking information. We use both DPD and Royal Mail for shipping. If you believe your parcel has gone missing or has been delivered to the wrong address, please contact us ideally by phone.