Frequently Asked Questions

Countryside Ski & Climb, 118-120 High Street, Stevenage, SG1 3DW

Please refer to our contact us page for up-to-date information.

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.

If your question is not in our FAQs, then please feel free to contact us via email or if you would rather talk to us, then call on 01438 353 086.

For full information, please visit our Contact Us Page

Orders placed by noon on a working day (Mon-Fri) should be delivered by the end of the following working day in the UK Mainland. Please be aware sometimes factors beyond our control can delay delivery and 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 we ask customers to please allow 2-4 working days from the day of order to avoid any disappointment.

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.

No, unfortunately, we do not deliver to destinations outside the United Kingdom. We apologise for any inconvenience caused

No, unfortunately, we do not ship orders to the Channel Islands.  We apologise for any inconvenience caused.

After your order is dispatched, you will receive an email containing tracking information when your order is out for delivery.

Please be sure to check your spam folder for any tracking emails

If you supplied a mobile number, you should also receive an SMS text message.

We're really sorry about that!

Please contact our Customer Service Team as soon as you can, and they will look into the problem for you.

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We're truly sorry about that!

Please contact our Customer Service Team as soon as you can, and they will look into the problem for you.

Contact Us Here

We're truly sorry about that!

Please contact our Customer Service Team as soon as you can, and they will look into the problem for you.

Contact Us Here

Delivery is free on all orders over £39.99

Click and Collect is free on all orders

Orders placed by noon 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 we ask customers to please allow 2-4 working days from the day of order to avoid any disappointment.

Please visit our delivery information page for full information

Yes! 

We offer Click-and-Collect from our Stevenage Store (simply select 'Collect from the Countryside Store' during checkout).

You will 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.

We use Royal Mail Tracked 24-Hour Service and, for some larger items, the premium DPD service in the UK. Saturday, Sunday, and Bank Holidays are not DPD or Royal Mail working days.

We also offer Click-and-Collect from our Stevenage Store (simply select 'Collect from the Countryside Store' during checkout)

Orders placed by 13:00 on a working day (Mon-Fri) should be delivered by the end of the following working day in the UK. Please be aware sometimes factors beyond our control can delay delivery and 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 we ask customers to 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 DPD. You will 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 that there's a problem with your order, we will contact you either by phone or email to let you know. If there is something you’d like to discuss, please feel free to contact our Customer Service Team.

For any items purchased on or after 1st November 2023, we currently have an extended Christmas returns period until the 15th January 2024, so you can return/exchange any Christmas gifts!

Returns Department
Countryside Ski & Climb
118-120 High Street
Stevenage
SG1 3DW

If you are concerned that your item may be faulty, please let us know straight away by contacting our customer care team.

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.

Complete the ‘EXCHANGE’ section at the bottom of the Return/Exchange Form with details of your exchange

Upon receipt of your return, we will perform an exchange and let you know via email when this is done.

For further information, please refer to our Returns Information Page

You can return a product for a full refund or exchange up to 28 days after purchase. 

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 have returned and any delivery reference numbers when you contact us.

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 do not cover the cost of return postage. We recommend sending it back to us 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 will 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 are local to our Stevenage Store, just come down with your despatch note and the goods you want to return, we will be happy to offer you a refund or exchange. (Please note, we can only refund to the original payment method used)

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.

Like all stores, we also do 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 will 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.