To improve your shopping experience today and in the future, this site uses cookies.
I Accept Cookies

The Climbers Shop and Joe Brown Shops Terms & Conditions

Click and Collect

To Click and Collect an Online Order:
  • Choose collection at checkout.
  • Enter your postcode to select the nearest store.
  • Select your preferred location and continue to payment method.
  • We will then contact you to confirm your item is ready for collection, do not travel until we have confirmed the item is ready.

Please read these product terms and conditions carefully as they affect your rights and liabilities under the law and set out the terms under which Hooked on Granite Ltd., T/A The Climbers Shop and Joe Brown Shops, makes products available to you (“Product Terms”).

How do I place my order online?

It's quite simple really!
    • Browse or Search through the site until you find the item you wish to purchase.

    • From the product page select from the options (size, quantity, etc) you require and click "add to basket"

    • Once you've added all the items that you wish to purchase, you can begin the Checkout Process.

    • This process involves 5 steps; Enter Details, Confirm Delivery Information, Delivery/Billing Information (Summary), Enter Payment Details and Complete Your Order.

  • You will then receive an order confirmation email.

Is the website secure?

The simple answer is 'Yes!'

Any personal information given to Hooked on Granite Ltd will be protected. Your information will not be disclosed to any third parties. The Hooked on Granite Ltd server will secure your personal information with up-to-date firewall and encryption techniques during the ordering process.

In order to protect customers to the fullest extent, Hooked on Granite Ltd does not store your credit card information at any time. To assist you in recognizing secure areas of The Climbers Shop and Joe Browns website, a small lock icon will appear in the lower right-corner of your web browser**. When this icon is present, and in the locked position, you know that information on that page will be secured.

Added online security to protect your personal information from unauthorized use is provided by using advanced SSL (Secure Sockets Layer) encryption.

** Users of IE7 please note that the Padlock Icon is now located at the end (or far-right) of the Address Bar.

What is your Privacy Policy?

Hooked on Granite Ltd Privacy Policy
Trading as "The Climbers Shop" & "Joe Brown Shops"

Our Privacy Policy

Your orders are sent to us via a Secure Page on our web site. This means that others cannot hack into your credit card details or obtain any other personal information from our order form.

  • We know of no documented case of credit card fraud using our shopping system over the Internet
  • All credit card numbers are encrypted in the software when the order is placed using 128-bit encryption.
  • They are only decrypted after they reach our computer. They are not held in clear text on any web site.
  • Any customer information held on our computers complies with the rules and laws contained within the General Data Protection Regulation (GDPR) Effective May 25th 2018.
  • Under the GDPR we have to have a lawful basis to collect or use your data. For the purpose of processing your web orders and fulfilling our contract with you, it is necessary to take your personal details. You may also give us consent to send you newsletters by “Opting In” to our customer mailing list.
  • We will keep customer information safe and secure and will not distribute or sell this information to a third party.
  • We will supply you full and clear details of all or any data we hold on you at your request. Please just ask any of our shop managers and they will arrange this or email [email protected] with your request and we will send you a report.
  • We will not send emails to you unless you have given us your consent by subscribing (Opting In) to our email newsletter. Or you have purchased from us on our web site.
  • Our emails always include a clear and simple option to 'unsubscribe' in the footer.
  • We will remove you from our mailing list and or database immediately at your request, at any time. Please just ask any of our shop managers to action this or email [email protected] to arrange this.


The prices payable for the items that you order are clearly set out on the web site. All prices are expressed inclusive of any VAT payable unless otherwise stated.

The price of the item(s) does not include the delivery charge which will be charged at the rates applicable at the date you place your order.

Product information is included on the site and if there is anything that you do not understand, or if you want more information, please contact the Shop by email or telephone +44 (0) 1539 432 297.

Loyalty Points

All customers can opt into our Loyalty Points scheme. This scheme uses your e-mail address and can be linked to your online account. Points are awarded based on spend and are automatically added to your rewards account when a transaction is tendered.

The points are valid for up to 1 year from date of purchase. Any accounts with no activity for more than one year will have the points balance removed. Points are awarded at the sole discretion of Hooked on Granite Ltd. They cannot be exchanged for cash and they have no transferable monetary value after expiry.

Overseas Shipping Charges

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

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.

Special Offers

All special offer prices are subject to availability and at the discretion of Hooked on Granite Ltd, T/A The Climbers Shop and Joe Browns. Hooked on Granite Ltd reserves the right to withdraw the sale of a product at any time, should they see fit.

Promotions and promotional prices will run temporarily (eg. while stocks last) and can be withdrawn at any time by Hooked on Granite Ltd.

For clarification on any offers or discounted prices please contact the shop by email or telephone +44 (0)1690 720304.


We will endeavour to have those items that are available to buy on our site. Occasionally we may be unable to supply a particular item and we will notify you as soon as possible.

Please email or (telephone +44 (0)1690 720304) us if any particular item is out of stock and we will endeavour to source it for you and let you know the estimated delivery date.

Payment Method

We accept Mastercard, Visa and its derivatives (e.g. Delta), Maestro (formerly 'Switch') and Solo.

When placing an order, the address given must be the same as that registered with your credit card company. To process your order more efficiently, we also request a landline telephone number (not a mobile) to be used in case of query. Credit card payments are processed by Sage Pay.

If there is a problem with your payment we will e-mail you as soon as we can (usually the same day).

Receipts and Bills

We will e-mail you confirming that we have received your order and again to notify you that your order has been dispatched. You will receive a till receipt when the goods are delivered. Any mistakes in billing or receipts will be corrected as soon as possible.

Site Contents

Website Images
We try to ensure that all images displayed on our website match the product as accurately as possible but cannot always guarantee an exact colour match to the product as displayed on your screen.

Product Specifications and Editorial Content
All product information and technical specs contained on The Climbers Shop/Joe Brown Shop site are for guidance only, no responsibility can be taken for errors, typos or omissions.

The information contained in the news stories and gear guides on our website is only intended for information purposes and does not constitute advice and should not be relied on to make any decision or take any action.

The content of pages on our site is constantly updated yet may at times be out of date. We accept no responsibility for keeping the information in these pages up to date or liability for not doing so.

Other sites, Advertisements and Links
The Climbers Shop/Joe Brown Shops website links to other websites in good faith and we do check these sites before adding a link. However, we are not responsible for the privacy policies or content of these websites.

Safety Warning

Climbing, mountaineering and other outdoor activities are dangerous. Please ensure that you are properly equipped and trained in the use of the equipment for your own safety and the safety of others. Once purchased, use your equipment in accordance with the manufacturer's instructions, inspect it regularly and ensure it is properly maintained.

Nothing in this notice affects your statutory rights. We are always available for expert advice on all the equipment sold on this site.

PPE Returns

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.

Special Orders

If we do not stock the product that you are looking for but we do stock the brand, there is a possibility that we may be able to order it in for you. In this situation, please email or phone us to discuss the availability.

Any Questions?

If you have any questions regarding our website content, product advice, general enquiries, orders, or shipping and returns please contact us at [email protected] or by calling +44 (0)1690 720304

Statutory Rights

Your statutory rights are not affected by any of the above.
English Law applies

WEEE (Waste Electrical and Electronic Equipment Regulations 2007) Regulations Compliant

The broad aim of the Directive is to address the environmental impacts of electrical and electronic equipment when it reaches the end of its life and to encourage its separate collection, subsequent treatment, re-use, recovery, recycling and environmentally sound disposal...
Download the WEEE Regulations on PDF for further information

Registered Name

The registered name of the business is Hooked on Granite Ltd., trading as The Climbers Shop and Joe Brown Shops. Company Registration No: 4399842.

Our VAT Number is 850 5665 18.