DELIVERIES & RETURNS

FEES

Free UK shipping on orders over £70

UK (£30-69.99) £3

UK (£0-£29.99) £4.50

Europe/Close to UK (and covered by Hermes) £15

Rest of the world: if your country is not listed as an option through our website, email: contact@kneebarclimbing.com (include your order) and we’ll get back to you within a few days with a quote - and hopefully then be able to add that country/option onto our mailing list.

PROCESSING TIME

If you were able to order the products, then they should be in stock (so far so good) we will then perform one final quality check and get them sent to you as soon as possible. Please allow 3 business days for us to confirm your payment and finalise your order for shipment. We aim to ship all orders in under 3 business days. We then expect shipping to take anywhere from 1 to 5 working days (depending on destination and external factors e.g. global pandemics ect). Shortly after your online purchase, you will receive an email confirming your order. You will then receive a second email with tracking information just as soon as your order has been shipped.

DELIVERY TIMES

Due to COVID and Brexit, UK-EU shipments will likely experience delays with deliveries taking longer than the usual 5 working days – please be prepared for delays for up to extra 7 days. For deliveries further afield, please contact us if your country is not listed.

CUSTOMS AND TAXES

Hermes:

Any parcel travelling outside of the EU could potentially attract customs charges that are required to be made payable by the receiver of the parcel.

Hermes is unable to provide any indication as to whether a customs charge will be applied and if so, how much this will be as this is a decision to be made by the relevant authorities in the delivery country.

International deliveries will have to go through customs before they reach their destination. Couriers will do everything they can to ensure that your parcel clears as quickly as possible, but there may be occasions when customs will require extra information or fees to clear the goods.

ISSUES IN TRANSIT

Should anything occur and mean you do not receive your shipment, or if your shipment arrived damaged, please contact us with your order number, pictures of the issue, and any other details. We will get back to you as soon as possible with the next step. (However Hermes are pretty good, and offer fully tracked services - so fingers crossed this won’t happen!).

RETURNS

  • All return and exchange requests must be made to KNEEBAR CLIMBING within 30 days from date of purchase.
  • Return address is: Kneebar Climbing 29a Etloe Road Bristol, BS67NZ.
  • All returned products must be in “as good as new” and unused condition in order to qualify for a replacement or refund.
  • Any refund on a returned product can only be processed via the same payment method as the original purchase. Refunds can take up to 5 business days to complete from the date of issue.
  • For shipments refused by the recipient, or for shipments returned to us for non-payment of Customs Duties and Taxes, product and shipping charges are non-refundable.