Terms and Conditions

Making a Purchase

You can expect the same simple procedure as if we were serving you over the counter. All of the products online are also found in our shop and the prices are the same as those in shop. To make a purchase just click on the product you would like and then click the add to basket icon. You may then continue to browse and add further items to your basket. Once you have finished shopping just click the checkout button and you will go to the checkout page. Here Google Checkout, one of the biggest names on the internet, provides a secure method of payment. Once you have entered your details once, you can shop at any other stores that use Google Checkout. After submitting your payment details you will receive a confirmation email. The products will then be selected from the shop before payment is taken from your account. We will never take payment for anything unless it here in stock and allocated to you.

Once the purchase is complete we will package and post your items to you. Our aim is to post orders received by 3pm on the same day. Please note that at peak times such as Christmas and bank holidays, it may take a little longer. If you require items to be sent out straight away then it's best to give us a call so that we can prioritise your order (and we will do our best to accommodate you). We will do our best to help you out if for instance you need equipment in time for your latest escapade abroad.

Stock Levels

Existing as a real shop and an online store created a few challenges, but over the last two years we have seen that our high stock levels ensure customers can find what they want in stock. Currently our stock levels are not live online but don't let that deter you from ordering. On the rare occasion that we cannot meet your order we will inform you straight away and offer you the option of an alternative product or how soon we can deliver. Remember, we don't take payment until the item is allocated to you.

Vat and Pricing

All prices currently include VAT @ 20.00% so the price you see is the price you pay. There are no extra card processing charges.

Postage Costs

On all orders over 50 postage and packaging is free. Orders are sent via Royal Mail. We have investigated courier companies but found that most people are usually at work or out climbing so this is simply a bad idea with their depots being sparse across the country. We hope that asking Royal Mail to redeliver by telephone or the internet will keep things simple if you are unable to visit your local depot. Local depots usually hold a package for 3 weeks before returning it to sender.

If you cannot take delivery or collect from the depot then we advise you to collect in person from the shop. If an item is returned to us then we will not resend the item unless you pay the postage cost. If the item is returned to us because you do not want it, then you will incur a 10% restocking fee and postage costs which will be deducted from the refund.

Web Site and Credit Card Security

The online security we currently use has two levels of security, the online store and the payment provider. This gives maximum security as all payment details are held by the independent payment provider on a secure server. We only accept or decline the payment so your card details are totally secret and not seen by anyone. We do not hold your card details on our computer systems.

The online store is currently being run personally by the Retail Manager and anyone else given access to process your orders will receive full training on customer care and confidentiality.

Your email address will never be given to third parties and any future information you chose to receive will focus on special offers.

Fraud Prevention and Privacy

At present we will only send items to UK addresses to help prevent online fraud and ensure security.

Cookies are used on this shopping site, but only to keep track of the contents of your shopping basket once you have selected an item. Data collected by this site is used to:

a) Take and fulfil customer orders;
b) Administer and enhance the site and services provided;
c) Only disclose information to third-parties for the purpose of delivering the goods (Royal Mail).

General Returns Policy

If you do need to return an item to us then we require the following information to be included with the package.
1. Your name, address, email address, contact number and the date of the order.
2. The reason for returning the item, faulty/exchange etc.
3. Your preferred action upon return of the item, exchange/refund etc.
4. If possible a copy of the confirmation email or invoice as this will speed up processing your return.

Returning Faulty Goods

If a fault develops on a product you purchased from our store then please send it back to us. Upon receipt we will inspect it and where necessary send it to the supplier for further inspection or repair. At each stage we will endeavour to keep you informed of the progress so that we can offer you a replacement or refund as soon as possible. If we inspect the item and it is deemed not to be faulty then it is up to you to either collect the item or pay for the postage back to yourself. Once the query is resolved we will hold your item for six weeks. If we have still not heard from you then the item will be disposed of.

If an item is deemed faulty then we will post the replacement item out to you at no extra cost although we are unable to pick up the cost of sending it to us for inspection.

When returning an item for inspection please make sure it is clean and dry. With rock boots please spray them with shoe sanitizer or a similar product as shoes that are sealed in a box for five days make for a really unpleasant surprise when opened.

Returning Non Faulty Goods

You may return non faulty items to us within 28 days from the order date. The item must be in the original packaging in as sold condition. We must be able to sell it again and are unable to refund items that have been used.

If you return an item to us and we deem it as worn even slightly, such as one route to see how they fit, we are unable to refund you. If you then decide to keep the item it will need to be collected from the shop or have the postage paid to be returned to you.

Loss of Goods in Transit when Returning to us

If you send an item back to us and it goes missing then it is your responsibility to make sure it has insurance and that you have all the paperwork to make a claim. It is possible to obtain a proof of postage and insurance from the Royal Mail. We accept no responsibility for lost goods being returned to us.

Exchanging Goods

If you need to exchange an item then it will be at your cost with free postage only applying to the first delivery over £50. For example if you want to exchange your boots for a bigger size the postage will be charged at cost and must be paid for before the item is sent out.

Discounts

At present we offer free postage and packaging on orders over £50. If you would like to order over £1000 of products then please contact the Retail Manager to discuss discounts. Regular User and Annual members of The Leeds Wall are eligible for 10% and 15% discount off products in store. We are currently unable to provide this discount online, but hope that Regular Users and Annual members will benefit from browsing online and then visiting the shop while climbing.

Sizing

Shoes are currently shown in either UK or EU sizes. This is because the conversion charts vary when converting EU to UK sizes so if you know the size you need then you will get the right size. If you do not know the size of shoe you want then we advise you to come in and try them as manufacturers vary a huge amount and we will not be held responsible for this!

Disclaimer

We do our best to keep prices up to date and have all our information as accurate as possible. If there is a problem we will do our upmost to resolve it as soon as we are informed. If we have mispriced a product then you will be given the option to cancel the order or if you have received the item and it is wrong then we will refund the order including postage costs. We cannot accept liability for any further costs that may be association with that misinformation.

Contacting us

You can contact the shop by email which is offthewall@theleedswall.co.uk, by phone on 0113 2341554, by letter at 100A Gelderd Road Leeds LS12 6BY or in person at the shop at the same address as the postage address and the shop is open Mon-Fri 10-9pm and Sat-Sun 10-7pm, (during summertime the shop and wall may close early)