At Cragforce Climb Shop, we’re as committed to getting your gear to you safely as you are to sending your next project. Our shipping and returns policies are designed with climbers in mind – straightforward, reliable, and built for performance.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Options
We offer two shipping methods to suit your needs:
- Standard Shipping (£12.95) – Shipped via DHL or FedEx with delivery in 10-15 business days after dispatch
- Free Shipping – Available on orders over £50, shipped via EMS with delivery in 15-25 business days after dispatch
International Climbers: We ship worldwide (excluding some remote areas and parts of Asia). Please note that customs fees, taxes, or import duties are the customer’s responsibility.
Returns & Exchanges
We stand behind our gear like we stand on the rock – with complete confidence. If you need to return or exchange an item, our process is as straightforward as clipping into a quickdraw.
Our Return Promise
We accept returns within 15 days of delivery for most items. To be eligible for return:
- Item must be in original, unused condition
- All tags and packaging must be intact
- Must be accompanied by proof of purchase
Safety Notice: Non-Returnable Items
For your protection, the following items cannot be returned once opened due to safety concerns:
- Climbing helmets (including Foam helmets, Hardshell helmets, and Hybrid helmets)
- Harnesses (Chest harnesses, Climbing harnesses, Full-body harnesses, Sit harnesses)
- Climbing ropes (Single ropes, Half ropes, Indoor ropes)
- Slings (Daisy chains & belay slings, Quickdraw slings, Sewn slings)
These items must be returned in their original sealed packaging if you wish to return them.
How to Initiate a Return
Follow these steps as carefully as you’d check your partner’s knot:
- Contact us at [email protected] within 15 days of delivery
- Provide your order number and reason for return
- Wait for our return authorization (typically within 24 hours)
- Package the item securely with all original materials
- Ship to: Cragforce Climb Shop, 47 Sunderland Rd, Durham, GB DH1J 6CR
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service – your gear is as important in transit as it is on the wall.
Refund Process
Once we receive and inspect your return:
- Timing: Refunds are processed within 5 business days
- Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Shipping: Original shipping costs are non-refundable
Exchanges
Need a different size or color? Follow the return process above and include a note specifying your desired exchange. We’ll ship the new item once we receive your return (additional shipping charges may apply).
Damaged or Defective Items
If your gear arrives damaged or defective (which we test rigorously to prevent), contact us immediately at [email protected] with photos of the issue. We’ll arrange a free replacement or return.
International Returns
For our global climbers (excluding some remote areas), return shipping costs and any customs fees are the customer’s responsibility. Please mark the package as “Returned Goods” to avoid additional charges.
Need Help?
Our climbing-savvy support team is ready to assist at [email protected].
Climb safe, climb smart.
The Cragforce Team