What is your address?
Countryside Ski & Climb, 118-120 High Street, Stevenage, SG1 3DW
When are your phone lines open?
Please refer to our contact us page for up-to-date information.
How long until I receive a reply to my email?
We aim to contact you the same working day we receive your email.
We are open 09:30–18:00, Monday–Saturday (open late until 19:00 Thursday).
During holiday periods, these hours may change — please refer to our contact us page for up-to-date information.
How do I get in touch with customer services?
If your question isn’t covered in our FAQs, please feel free to contact us via email or, if you’d rather talk to us, call on 01438 353 086.
For full information, please visit our Contact Us page.
How long does delivery take?
Orders placed by 15:00 on a working day (Mon–Fri) should be delivered by the end of the following working day in the UK Mainland. Please be aware that factors beyond our control can sometimes delay delivery, so next-day delivery cannot be guaranteed.
Deliveries to the Scottish Highlands and Islands, Northern Ireland and the Isle of Man take an extra day, so please allow 2–4 working days from the day of order to avoid any disappointment.
— UK Mainland: approx. 1 working day
— UK Highlands, Islands & Northern Ireland: approx. 2 working days
— Click and Collect: approx. 4 hours
We use Royal Mail Tracked 24-Hour Service and, for some larger items, Parcelforce Express 24.
For full up-to-date information, please refer to our Delivery Information page.
Can parcels be left in a safe place?
Yes, although this does depend on the value of your order and the courier’s personal judgement on how appropriate this method of delivery is for each delivery attempt.
Do you deliver to the European Union and International destinations?
No, unfortunately, we do not deliver to destinations outside the United Kingdom. We apologise for any inconvenience caused.
Do you deliver to the Channel Islands?
No, unfortunately, we do not ship orders to the Channel Islands. We apologise for any inconvenience caused.
Can I track my order?
After your order is dispatched, you’ll receive an email containing tracking information when your order is out for delivery. Please check your spam folder for any tracking emails.
If you supplied a mobile number, you should also receive an SMS text message.
I received my item, but it was damaged, what do I do?
We’re really sorry about that! Please contact our Customer Service Team as soon as you can, and they’ll look into the problem for you.
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I received my item, but it’s faulty, what do I do?
We’re truly sorry about that! Please contact our Customer Service Team as soon as you can, and they’ll look into the problem for you.
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You sent me the wrong item
We’re truly sorry about that! Please contact our Customer Service Team as soon as you can, and they’ll look into the problem for you.
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How much is delivery?
Delivery is free on all orders over £50; for orders under £50 delivery costs £3.95
Click and Collect is free on all orders.
Orders placed by 15:00 on a working day (Mon–Fri) should be delivered by the end of the following working day in the UK. Deliveries to the Scottish Highlands and Islands, Northern Ireland and the Isle of Man take an extra day, so please allow 2–4 working days from the day of order to avoid any disappointment.
Please visit our Delivery Information page for full details.
Do you offer Click-and-Collect?
Yes! We offer Click-and-Collect from our Stevenage Store — simply select ‘Click & Collect’ during checkout.
You’ll receive an email when your order is ready to collect. Please allow at least 4 hours for our team to prepare your order for collection.
For up-to-date opening times, please refer to our about us page.
What delivery services do you offer?
We use Royal Mail Tracked 24-Hour Service for orders up to £300, orders over £300 are sent via Royal Mail Special Delivery Guaranteed and, for some larger items, Parcelforce Express 24. Saturday, Sunday and Bank Holidays are not Royal Mail working days.
We also offer Click-and-Collect from our Stevenage Store — simply select ‘Click & Collect’ during checkout.
Where is my order?
Orders placed by 15:00 on a working day (Mon–Fri) should be delivered by the end of the following working day in the UK. Please be aware that factors beyond our control can sometimes delay delivery, so next-day delivery cannot be guaranteed.
Deliveries to the Scottish Highlands and Islands, Northern Ireland and the Isle of Man take an extra day, so please allow 2–4 working days from the day of order to avoid any disappointment.
You can track your order online using the tracking service provided by Royal Mail or Parcelforce. You’ll receive an email containing tracking information shortly after your order is dispatched — please check your spam folder if you haven’t received one. If you supplied a mobile number, you should also receive an SMS text message.
In the unlikely event of a problem with your order, we’ll contact you by phone or email to let you know. If there’s anything you’d like to discuss, please feel free to contact our Customer Service Team.
Do you offer an extended returns period for Christmas gifts?
For any items purchased on or after 15th October 2026, we currently have an extended Christmas returns period until 15th January 2027, so you can return or exchange any Christmas gifts.
What is the returns address?
Returns Department
Countryside Ski & Climb
118-120 High Street
Stevenage
SG1 3DW
What if my item is faulty?
If you’re concerned that your item may be faulty, please let us know straight away by contacting our customer care team.
Can I exchange an item?
You can return a product for an exchange within 28 days. The item(s) must be returned in a new and unused condition, along with its packaging and original labels still attached.
Please enclose the return/exchange form, filled in, describing the reason for return, and complete the ‘EXCHANGE’ section at the bottom with details of your exchange.
Upon receipt of your return, we’ll perform an exchange and let you know via email when this is done.
For further information, please refer to our Returns Information page.
How long can I keep my order before returning it to you?
You can return a product for a full refund or exchange up to 28 days after purchase.
How do I receive my refund?
As soon as your return has been received and checked by our returns team, we’ll email you to let you know.
In the unlikely event that you haven’t received an email within 10 days of returning your items, contact our Customer Service team and we’ll help you out.
Make sure you let us know your original order number, which items you’ve returned, and any delivery reference numbers when you contact us.
How do I return something?
By Post
You can return a product for a full refund or exchange up to 28 days after purchase. The item(s) must be returned in a new and unused condition, along with its packaging and original labels still attached.
Please enclose the return/exchange form, filled in, describing the reason for return. We don’t cover the cost of return postage — we recommend sending it back via a Royal Mail Tracked service or similar to guarantee safe delivery, as until the parcel reaches us, it’s your responsibility.
Upon receipt of your return, we’ll perform a refund or exchange and let you know when this is done.
Returns address:
Returns Department
Countryside Ski & Climb
118-120 High Street
Stevenage
SG1 3DW
In Store
If you’re local to our Stevenage Store, just come down with your dispatch note and the goods you want to return, and we’ll be happy to offer you a refund or exchange. (Please note, we can only refund to the original payment method used.)
Are prices the same in store as online?
We believe you should pay the same price in store as you do online, so all our prices in our high street store match our website.
Price Promise
Like all stores, we also occasionally amend our prices. If you’ve made a purchase from us within 14 days of a change in price and the item you purchased is now even better value for money, we’ll match the new price and refund the difference.
If you purchased online, please visit our Contact Us page and get in touch.
If you purchased in store, just pop in with your receipt and we’ll refund the difference.