I have a voucher that has expired. What can I do?

We can re-issue vouchers for a maximum of 6 months past their original expiry date. If your voucher is more than 6 months out of date it cannot be re-issued. To re-validate your voucher, please send it to Customer Services, Ellis Brigham Mountain Sports, FEB Logistics, PO Box 491, Salford, M5 0AE. You must bear in mind the value of the voucher and ensure you use the appropriate postage service to send them back so that they are fully covered in transit. They are treated as cash so you must use Special Delivery with Royal Mail, or an equivalent service. It is your responsibility to get them to us safely. We are not responsible for vouchers that have gone missing in the post.

Vouchers can only be extended once, and only by 6 months from the original expiry date.

If you want your new vouchers to be insured when posted out, you must pay £5.45 postage. You can pay by cheque, payable to Ellis Brigham Mountain Sports, or we can take the postage out of the voucher itself. i.e. if you send a £40 voucher without postage paid, you will receive a voucher back for £34.55. If you don't pay postage, they are sent at your own risk via normal letter post. Please make it clear when you post your voucher back if you want the new voucher insuring.

How can I pay?

We accept payment by Visa, Mastercard, Maestro, Visa Electron and American Express. You can also pay by Paypal, Klarna, Divido Finance, cheque (payable to Ellis Brigham Mountain Sports) or by credit note/gift voucher. Cheques take 10 working days to clear and the order will not be posted until this time.

My payment has been declined but I have definitely entered the correct details.

Our website is very secure and if you have entered your billing address incorrectly your payment will be declined. This address must match the one on your bank statement. If your IP address country is different to the country your card is registered to the payment will also be declined. Many businesses route through an overseas server, so if you are shopping from work and your payment has been declined, this may be the reason. If you are having trouble paying, we can take your order over the telephone. Please call  +44(0) 808 164 0600  to place your order.

Can I order something that you don’t sell?

If you want us to order something for you that we don’t sell, it will be non-returnable so you need to be sure the size/colour/specifications meet your needs. Payment for special orders is required up front and there may be a special order fee. We cannot guarantee specific delivery times for special orders.

Do you sell spare parts?

We don't stock spares but let us know what you need (size, left/right, model, year) and we will find out if we can help.

Can I get a refund in one of your shops for my online order?

Yes – please take the goods along with your delivery note to any one of our stores and they will process your refund for you. The item(s) must not have been worn and must have the original packaging/labels. 

Can I get a refund for sale items?

Yes – purchases of discounted items are covered by our normal terms and conditions for returning items, so you have 28 days to return them for a refund/exchange. The item must not have been worn and must have the original packaging/labels.

How much is the delivery charge?

Our flat rate postage charges can be found on our Delivery & Shipping page.

If your destination is not listed, we will quote on an individual basis and the charge will be determined by the size/weight of the parcel. We will offer as many options as possible (TNT, Royal Mail, DPD/Interlink Express). You can get an estimate for Royal Mail using their Price Finder here: www.royalmail.com/price-finder

Do you offer express delivery?

If you call +44(0) 808 164 0600, and the item is in stock in our warehouse, there is a chance you may get it the following day. Overnight delivery is not available to 2-day delivery areas. You must tell us at the time that you need overnight delivery. This does not apply to orders placed via our website.

How long will it take for my item to be delivered?

Normal delivery times within the UK are 3-5 working days. If an item is not available in our warehouse we will source it from one of our stores which may delay your order. If items are needed by a particular date, please let us know so we can do all we can to get your order to you in time. Unfortunately we cannot guarantee specific delivery dates for foreign orders.

Do you ship VAT free to the Channel Islands?

Yes - Simply enter your postcode in to the address finder and we will automatically recognise that you are from the Channel Islands.

Do we price match?

Yes, please read more about the Ellis Brigham Price Pledge* below!

For many years our customers have trusted our service, expertise, and knowledge, and with the Ellis Brigham Price Pledge you can trust our prices too. If you find the exact same item, in stock, in the same size and colour sold for less within 7 days of purchase in a UK based store we will match the price or refund the difference.

To request a price match please provide evidence of the lower priced item at the point of purchase as a print out or screen grab.

Whether it’s an item purchased from us in the last 7 days or an item that you are about to purchase we will price match items bought from a reputable retailer.

*Conditions of the Ellis Brigham Price Pledge:

- Comparison must be like for like i.e. same size/colour and in stock (available for immediate dispatch/purchase) at the time of price match

- Item must be in stock at a UK high street store or from one of our supplier brand stores with an online offering

- Price Match verification will be required and the more information you can provide the easier this will be

- The price match is based on the advertised price

- Fitting charge may be applied to ski and snowboard hardware

- Once products have been adjusted or customised (e.g. drilled, stretched) we cannot offer a price match

- We reserve the right to withdraw our offer of Price Match at any time

- For on-line comparisons we will include any delivery charges in our calculation

The Price Pledge does not apply in the following situations:

- UK online retailers without significant bricks and mortar stores

- Electronic items

- Non-UK based retailers – online and physical

- Auction sites

- If the price match difference exceeds 20%

Price matches are done on a discretionary basis and we reserve the right to refuse requests if certain conditions aren’t met.

For further information or price matching requests please contact our Customer Services department at [email protected].

Do I have to book an appointment for a boot fitting?

We recommend pre-booking appointments for visits to the following stores:

  • Liverpool
  • Bristol
  • Chester
  • Tamworth
  • Covent Garden
  • Aviemore
  • Fort William
  • Castleford
  • Braehead (Glasgow)
  • Milton Keynes
  • Manchester
  • Chelmsford

Walk-in fittings will be available in the following stores, however, you may have to wait and we'd always recommend calling ahead to make sure someone is in store to fit your boots:

  • Bristol
  • Tamworth
  • Covent Garden
  • Castleford
  • Braehead (Glasgow)
  • Milton Keynes

If you would like to visit one of our stores in Kensington, Stratford or Cambridge, please book a fit assessment appointment first and then revisit once we have ordered stock in for you.