Mountain Warehouse Parcel Not Delivered or Refund Refused? UK Guide
Mountain Warehouse ships outdoor clothing and kit through several parcel couriers and fulfils many orders through stores. The Consumer Rights Act 2015 makes the retailer responsible until you take physical possession, whichever route the order took.
Who delivers your Mountain Warehouse order?
Mountain Warehouse typically uses: Evri, Royal Mail, Yodel, Click and Collect (in-store). The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Mountain Warehouse, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Mountain Warehouse to deliver into your physical possession.
Mountain Warehouse contact and returns
- How to contact
- Mountain Warehouse on 020 3828 7700 or info@mountainwarehouse.com, with live chat on the website. Phone hours are long — weekdays from early morning to late evening, plus weekends.
- Returns policy summary
- Mountain Warehouse accepts returns within its published window, with in-store returns available for online orders. Check the current window in your confirmation email.
How to claim a refund from Mountain Warehouse
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Mountain Warehouse via Mountain Warehouse on 020 3828 7700 or info@mountainwarehouse.com, with live chat on the website. Phone hours are long — weekdays from early morning to late evening, plus weekends. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Mountain Warehouse refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Mountain Warehouse delivery FAQs
Is Mountain Warehouse legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Mountain Warehouse) is responsible for the goods until you take physical possession. Mountain Warehouse cannot redirect you to the courier because your contract is with Mountain Warehouse, not the courier.
How long does Mountain Warehouse have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
My order was for a trip and did not arrive in time.
If you made the date essential when ordering, you can cancel for a full refund rather than accept a late delivery. Say so in writing and quote the date you gave, along with any confirmation showing it.
Waterproof kit arrived with the packaging soaked and damaged.
Photograph the packaging and contents together. Goods must arrive in satisfactory condition, and within 30 days you can reject for a full refund under Section 20.
Can I return an online order to a Mountain Warehouse store?
Stores handle returns of goods you received. A delivery that never arrived goes to customer service on 020 3828 7700 or by email, because stores cannot investigate a shipment.