SHIPPING & RETURNS

Do I pay customs & import charges if I live outside of the EU?

• Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

• Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

• The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

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Customs have asked for more information. What should I do?

• Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact us via email with your tracking number. We will do our very best to help resolve the matter as swiftly as possible.

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Returning your products

Not happy with your product? No worries, returning your product is possible within 14 days after the date that you bought it, no questions asked. Just make sure to keep hold of your digital receipt and the printed version that came with the delivery. To return your product(s), follow the instructions below.   

 

Send an email including a copy of your receipt to info@squidclimbing.com. Print your return label and include it with the products that you’d like to return. Send the product(s) back to us in the original box in which it came. Deliver the package to a pick up point from one our selected delivery services near you and all is taken care of.

Once we have received the package, we will return your money within 5 days to your bank account, which will not include the cost of the original postage and packaging. This happens following the same payment method that was used with the purchase.

 

We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. This does not affect and is in addition to your statutory rights as a consumer. Please ensure you enclose the printed order confirmation with your goods, as no printed order confirmation may result in taking longer to process the return. Please make sure all returned items are well packaged, as not to be damaged in the post. 

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If you would like to return some of your products after the legal term of 14 days due to warranty issues or other reasons. Just contact us via email and we will work to a solution with you.

 

Unable to solve your problem with us?

We find this hard to believe, but in case you are unable to solve your problem with us: visit http://ec.europa.eu/consumers/odr/. The European commission offers a platform that helps to settle your disputes. All consumers have the possibility to make use of this platform.

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