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Shipping & Returns

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next 100 grams.

Orders over 2 kg will be shipped in multiple packages.

Dispatch times

Items in stock will be sent within 2 to 4 business days.

Please allow between 5 to 8 business days if your order includes items requiring treatment e.g dry treatment or washed ropes. Note that this is a maximum delay, which may be shorter.

Delays may be extended during periods of company closures.

Free shipping

In most cases, free shipping is offered for any order over 100 euros.

Tracking

Concerned about the correct delivery of your items, all shipments are tracked (except countries that do not have this service). It is your responsibility to monitor the tracking and respond to any issues, e.g. nobody in, address queries. If goods are returned as a result of failure to monitor tracking, you will be charged for re-delivery.

You can track your package on the site www.17track.net.

Tax and customs duty

We’re sending from France. Except for EU countries, your country might add sales tax, import duty and/or administrative charges. Your best source of such information will be your country's customs or tax authority.

It is your responsibility to be aware of the tax/duty implications and to pay any such charges promptly. If goods are returned due to non-payment, we will refund the cost of the goods, less shipping at cost. Refunds will only be made once the goods have arrived back with us. Resends will be charged carriage at cost.

Late, lost or missing items

In spite of careful labelling and packaging, sometimes the postal service lets us down and orders are late or go missing. To minimise this, please check your address is complete with the correct postal or zip code and is current. If you get it wrong, i.e different from the postal service databases, move house and don't tell the system, unfortunately, that is not our responsibility. We charge for reshipping of packages.

Often, a failed delivery is the problem, so please check promptly with your local delivery office or neighbors if this might have happened. The postman doesn't always leave a card saying you were out when they attempted delivery.

If you are outside the European Union, please allow for customs delays or other issues like exceptional weather. Delivery times are estimated based on average times quoted by the shipper. Averages are just that, some might be fast and some much slower.

Returns Policy

You may return most new, unused items within 14 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.