FAQs

Can I change or cancel my order?

As we aim to process orders as fast as possible, you must request any changes or cancellations within 12 hours of ordering. All requests after this time or if we have already shipped your order will be denied. Your order can be returned within 30 days for a full refund after it is received. Please refer to our Returns Page for full details.

What payment methods do you accept?

We accept all major debit and credit cards and PayPal. Apple Pay, Google Pay and Shop Pay also show at checkout when available on your device.

When will my order be processed?

We process orders Monday to Friday, usually within 1–2 working days. Orders placed at weekends or on bank holidays are processed on the next working day, and busy sale periods can add a little extra time.

How long will it take to receive my order?

UK Standard delivery usually arrives within 3–5 working days, and Express within 1–3 working days where it's available. If you order several items, they may arrive in separate parcels. You'll get tracking for each one.

Do you offer free delivery?

Yes. UK Standard delivery is free on orders over £60. Under £60 it's £3.99, and Express is £6.49 where available.

What if I don't receive my order?

In the unlikely event that you do not receive your order or there is a delay, please contact us or refer to your tracking details.

What is your guarantee policy?

We offer a 30-day returns window on every order. If you've changed your mind, items must be unused, undamaged, and in their original packaging, and must be received back with us within 30 days of delivery — start your return via account.hikeware.co.uk. Faulty items don't need to meet these conditions — just email us photos and we'll sort it.

How does the warranty work?

Every product is covered for at least 12 months against manufacturing defects, and many brands give a longer manufacturer warranty, which is shown on the product page. If anything goes wrong, contact us and we'll sort it with you.

How can I contact HikeWare?

For detailed contact information, please visit our Contact Us Page.

How do I return an item?

For change-of-mind returns, log into your account at account.hikeware.co.uk and start your return from your order history — you'll get a returns reference and instructions straight away. If your item is faulty or damaged, skip the portal and email info@hikeware.co.uk with your order number and photos instead. Full terms on our Returns Page.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

Where do you ship from?

All orders ship from within the UK. Most items are packed and sent from our own stock in Kent, and some specialist brands are sent from our partner warehouses elsewhere in the UK so they reach you as quickly as possible.

Do you ship worldwide?

We only offer UK shipping but long-term we aim to extend our reach to worldwide shipping.