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Help & Contact

How can we help?

Most questions we get are answered right here. If yours isn’t, send us a message — it’s the quickest way to get a proper answer.

Is it in stock?

Live stock for both stores and the warehouse is shown on every product page, so what you see is what we’ve got.

Browse the range →

Returning something?

Fill in the returns form and pop it in the parcel, or just include the same details on a note. Our returns page has the full how-to.

Returns & exchanges →

Warranty claim?

Send us a message with your order number and a description of the fault. We’ll reply with the next steps and where to send photos if the brand needs them.

Start a warranty claim →

Where’s my order?

Log in to your account for tracking. If it’s been more than 5 working days on standard delivery, or 48 hours on express, let us know.

Track my order →
Still looking?

Everything else we get asked

Special orders, delivery times, sizing, Klarna — if it’s not product-specific we’ve probably been asked it before.

I'm looking to make a purchase online and offset the cost by cashing in my reward points. However, I can't see any way to actually do this.

  • Points are attributed to the email used in a previous purchase of a qualifying product, that can then be used against future purchases. During the checkout process if there are points attributed to the email you can either one of two things

    Login with a resiter account, to have a reguistered account you must create one on the website here, by clicking on "New Account" and following the steps. This is not done in store. Once you've created an account and are logged in, during the checkout stage (not the basket) you will see a green button labelled "Apply Reward Points". They're not automatically applied as some customers like to accrue points for a later purchase.

    The other option is to checkout as a "Guest", if you have points against your email you will see a blue button labelled "Verify your Account" which will send you an email with a 6 digit code to enter on this page. You can then "Apply Reward Points". You will have to do this each time you place an order until you register your account and are logged in.

    • I'm just wondering if you're likely to get back in stock in?

  • For any out of stock products, to get notified the moment items are back in stock, you can select the products and click the "Notify Me" button, this will ask for your email address and the moment the item(s) are back in stock you will receive an email. This does not reserve the stock for you and multiple people could receive the same notification.

    • How do I find out if an item is back in stock?

  • Click on the "Notify Me" button and enter your email, we see the requests and will attempt to order more stock. Once the item is back in stock you will receive an email to notify you of its availability, but you should act fast as this does not reserve the stock for you and you may not be the only one who has put in a "Notify Me" request.

    • Can I pay extra to upgrade to faster delivery?

  • Often, yes. We can usually upgrade your order to DPD for an additional fee so it arrives when you need it. We'll send you a secure payment link for the difference. Assuming it's not already sent and it's prior to the 2.30pm delivery cut-off for next day services.

    • Can I get my order delivered tomorrow before 12:00 PM?

    • Can I use more than one voucher in a single transaction?

  • No, unless there's a different agreement in place vouchers can only be used once per order as per our terms and conditions.

    • Will you match a competitor's price?

  • We don't generally price match, because of our competitive prices and our customer rewards scheme but we review requests case by case. Send us the details of the competitor's offer and we'll take a look. The offer must be live and the size in stock.

    • Can I pay over the phone?

  • No, we have a strict policy regarding this and will not take payments over the phone for security reasons.

    • Can you take an order manually if the website isn't working or says an item is out of stock?

  • Yes. If you hit a checkout problem or are struggling to place an order, contact us with the details. If the item is available, we'll set up a manual order and send you a secure payment link to complete the purchase. We do not and will not take payment over the phone for security reasons.

    • Can’t find it? Ask us a question

    We’ll reply by email and, if it’ll help others, add the answer to this list.

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    Rather write to us directly? [email protected] reaches the same team.

    The Crib Goch Outdoor team inside the Llanberis store
    The people on the other end

    We’re all human

    We always ask you to use the message form first because it gives both of us a paper trail. Nothing gets misremembered or forgotten, and we can find the status of your query in seconds. We did an audit — for the vast majority of enquiries it really is the fastest way to get sorted.

    Please be nice to our staff. If and when things go wrong, we always sort it out as a priority. Abusive or aggressive communication towards our team will not be tolerated.

    “I’m very pleased with the customer service. It’s a refreshing change to be able to talk to a real person who really knows what they’re talking about and has a helpful attitude. This on its own is a reason for buying from Crib Goch. The products are also excellent.” — Lucy
    Don’t take our word for it

    What our customers say