Help And Information

Terms and conditions of Sale are as follows.

Payment Details

We accept..............

Visa, Mastercard, American Express, Maestro, Electron, Solo, Switch Maestro, and Delta cards, and we also accept PayPal but this will incur a 5% fee.

We do not take payment until we've made sure that your order is fully available either in store with us or from Jack Wolfskin's warehouse in Germany.

We always use the highest level of security, your payment details are automatically encrypted when you enter them & are deleted from the system after 28 days. We do not keep any card details, our system after the 28th day.

International payments take a few days longer to process.

Postage & Delivery

Delivery is normally within 7 working days from the date of; “your order has been processed successfully” email. An order completed email will be delivered to you within 48 hours of the actual delivery and this email will contain tracking information.

Whilst we strive to adhere to this timescale, there will be items that we will need to source from the Jack Wolfskin Warehouse in Hamburg, Germany and this may cause delivery to take up to 14 working days.

Delivery to European countries will normally take an additional 5 days.

Delivery to NON - EU countries can take up to 21 days.

If for any reason you require your goods urgently, please contact the store on (UK) 01792 646647 and we will try to get the order completed as quickly as possible.

Please allow 15 working days for delivery. We will look into missing or outstanding orders on the next working day after the 15th Working day. The postal services that we use will not accept that a parcel has been lost until after this time period, so 15 days from order completion date, must be allowed before we can investigate.

Please note we have a standard delivery charge of £6. This charge is PER ORDER and NOT PER ITEM.
Larger items and international orders will be calculated by weight and once you address details are entered and we know the goods destination, you will see the full postal price before committing to purchase.
You will be contacted if there are any problems with postage to your area.

We use Parcel Force, Royal Mail and occasionally UPS Depending on the shipment.

Goods shipped to NON EU countries will not need to pay VAT but if you are paying from a NON EU country but having the goods delivered within a EU country then VAT will still be added at 20%. We are required to do this by law.

Return of goods policy:

The return of any goods is the sole responsibility of the sender and Leisure Quest cannot be held responsible for any loss or damage of returning goods. Therefore goods should be packed appropriately and posted by a recorded or tracked service. All receipts should be kept until all issues are resolved. The return of any goods is at the returnees’ expense and will not be reimbursed by Leisure Quest.

Goods can be returned for a full refund within a reasonable time if they are faulty or if the wrong item has been dispatched. In this event, please contact us HERE . If the goods have been dispatched as ordered, if the items are deemed unsuitable, they can also be returned for a refund. You will need to contact us with your details for a refund.

Refunds will not include the original delivery charge.

After you have received your goods, you can return any item to us for a refund or an exchange within 14 days after the date of delivery.
If you would like a different size or style you must return the original item in the same condition that it was sold, with your documentation and returns slip to arrange a different item.

We ask that you provide proof of purchase, your invoice and or receipts of purchase. These MUST be accompanied by a completed returns slip. This is so we know where & who the goods are coming from.

Please Email us using this link to request a Return electronically. (will open an email window)   RETURNS FORM  Please write RETURNS REQUEST in the subject title and you MUST provide us with your order ID and the item you wish to return. We will update the return in the system and you may log in for further information.

Nothing in these conditions affects your statutory rights as a consumer. With refunds; the card used for the purchase will be credited with the original purchase amount but you will not be refunded the postage cost.

Please note we are unable to offer a refund on our CLIMBING HARDWEAR, HARNESSES and TECHNOLOGY RANGE once the box / packaging has been opened, unless the product is faulty. This does not affect your legal rights. Refunds cannot be given on Gift Vouchers.

In the interest of hygiene we are unable to offer a refund on underwear; Briefs, Pants, Bras, swimwear, and any sleeping bag or pillow product once opened/used, unless the product is faulty. This does not affect your legal rights.

Items must be unused, still have their original packaging and labelling, in a resalable condition and be accompanied by proof of purchase i.e. delivery note/receipt and Returns form.

Any goods returned under the Distance selling regulations are returned at your cost.

You will need to contact us with your details for a refund after you have returned the goods to us. We do not hold any payment data on our systems.

We recommend that you return your items via recorded delivery as we will not be held responsible for items lost by mail delivery companies.

Cancellation Policy:

Under the distance selling regulations you have the legal right to cancel your order within seven working days after initial receipt of the goods with the exception of purchases of perishable items (including food), sealed audio or video recordings and computer software.

Where goods are delivered to a third party you will only be able to exercise this right if you are able to return to us the goods you ordered.

We aim to meet the provisions of European consumer law. As such and subject to the provisions of our returns policy outlined above, any customer has the right to cancel their order up to 7 working days after initial receipt of the order.

You must let us know via Email, Fax, or in writing that you will be cancelling within 7 working days.

In-store exchanges:

Direct exchanges of same-value or higher product (i.e. where no transaction of funds is required) may be undertaken in-store. This is subject to the same terms and conditions pertaining to items being unused; still having their original packaging and labelling, and being accompanied by the original delivery note.

Resale:

Goods purchased from Leisurequest.net may not be used for resale.

Complaints:

We aim to deal with all complaints as effectively as possible. Our complaints handling procedure is designed to be fair, confidential, easy to use, speedy and informative. In the first instance, your complaint may be emailed to us HERE , or mailed to Leisure Quest 7 High Street, Swansea SA1 1LE UK.

Please give (or be ready to provide) full details of the nature of your complaint, including the products purchased, your Order ID number, your name, address, daytime telephone number, email address and any other information which you think will assist us in resolving your problem as quickly as possible. We aim to acknowledge by email any emailed or mailed complaint within 10 days, and to conclude our investigations as soon as possible thereafter.

Telephone complaints will not necessarily be acknowledged by email prior to commencement of investigation. A likely timescale for resolution will be provided upon request, but given the specialist nature of our product range, this timescale will be dependent upon the specific nature of the complaint.

Privacy statement

We respect your privacy!
Any and all the information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned to any other party at any time!
Any information you provide will be held with the utmost care and will not be used in ways that you have not consented to. If you have any questions, please feel free to call or email us.