Guarantees, returns and refunds for online orders only

Returns
In the event that your purchase is not suitable, you have the right to return it to us unused with the original packaging and labels still attached, within 28 days from the date you receive the goods, for a replacement or refund. You do not have to give a reason when you do this. Please note that this returns policy applies to online orders only. We have a different returns policy for our store purchases.

Please write on the delivery note that arrived with your original order if you would like a refund or an exchange. If you are requesting an exchange please write the details of the item(s) you would like instead and post it to the address below. If you need any additional information or help with anything at all please contact us, by phone, email or via the website.

Please send your return or exchange to:

The Mountain Factor
4-5 Lake Road
Ambleside
LA22 0AD

We suggest that you use recorded, signed for post or a guaranteed delivery service for all returns. All refunds will be given as soon as possible, and usually take the form of a refund transaction onto the card used for purchasing.

The customer carries the cost of return postage, we do not offer free returns and do not have the facility to provide returns labels. No refunds for postage are offered unless it was our mistake.

Refunds

• At the very latest we will refund your money within 30 days of the original purchase.
• If the goods are faulty or damaged we may refund the cost of the postage (recorded, signed for).
• At our discretion, we may exchange/refund items returned later than 28 days after receipt but reserve the right to offer a credit note instead of a refund.
• If we have to pay any fees on parcels where customer didn’t pay sufficient postage to send it back to us, this fee will be deducted from the total refund amount.

Festive period over 2026 To be Confirmed

We do not accept returns for underwear for reasons of hygiene.