Most popular questions

  • How do I contact Snow + Rock?
  • Our mail order team is available 6 days a week to answer your queries - give us a call on 0845 100 1000 or email us at manager.direct@snowandrock.com. We will endeavour to respond to your email within 48 hours. If you'd like to speak to a store direct, just visit our store pages for contact details.
  • How do I return an item?
  • Just fill out the returns form which can be found on the back of your invoice, or alternatively, it can be downloaded here: Online Returns Form

    You can then take the items you wish to return in their original condition along with the returns form into any of our Snow+Rock stores. They will be able to either provide you with an exchange or send the item(s) back to us here at the Returns Department, where we will be able to issue a refund.

    If you can't get to a store, just enclose the returns form with the items, repackage them carefully and securely and address the parcel to us at the address below and take it to the Post Office:

    Snow+Rock Returns Department
    2 Thornberry Way,
    Guildford, Surrey,
    GU1 1QB
    UK

    Please note that you are responsible for the cost of returning the item(s) to us.

    We recommend that you use an insured, traceable service to return the item, as it is your responsibility until we receive it.

    Items must be returned in new condition, with the original packaging, labelling and Snow+Rock receipt.

  • How much is delivery?
  • Our delivery charges are as follows:

    UK

    Delivery Location Order Value/Item Type
    £0.01 - £75 £75.01 + Ski or Snowboard Gift Vouchers
    UK Mainland £3.95 £6.95 £11.95 £4.95
    Highlands + Islands (inc. Channel Islands) £3.95 £15 £20 £4.95
    Northern Ireland £3.95 £12.50 £11.95 £4.95
    BFPO £3.95 £8 £11.95 £4.95

    Europe

    Delivery Location Flat Rate Postage Cost
    Eire, Belgium, Holland, Luxembourg, France, Germany £15.00
    Italy, Denmark, Portugal, Spain, Austria, Finland, Sweden £25.00
    Switzerland, Norway, Romania, Russia £45.00
    Greece, Bulgaria, Czech Rep, Hungary, Poland, Slovakia, Slovenia, Turkey, Lithuania, Estonia, Latvia £50.00

    Rest of the World

    Zone A - B: USA, Canada, Australia, New Zealand, Hong Kong, Japan and Singapore

    Zone C-D: Dubai, Brazil, Argentina, Kuwait, South Africa and United Arab Emirates

    Delivery Location Order Value
    £0.01 - £75 £75.01 - £250 £250.01 - £500 £500.01
    Zone A - B £15 £50 £80 £100
    Zone C - D £35 £70 £100 £120
    Service Royal Mail International International Courier
  • Where is my closest store?
  • To find your closest store, just use our store finder or visit our store pages
  • How do I track my order?
  • Log into your account online to view the status of your order.

    • Ordered/In Progress (Exported) - This means that the items have been located in our picking system and we are waiting for them to come to our dispatch team. We pick items from our warehouse and stores. Warehouse items will arrive to our dispatch team on the same day if the order was placed before 16:00. Store items can take up to 3 days to arrive and are inspected on arrival. In the rare case that there has been damage to the item in transit, we re-pick a replacement from another store, however, this can add a couple days to the delivery time. In some cases the item will still be on order with our supplier. In these cases you will be contacted by one of our sales team and informed of the expected delivery date.
    • Dispatched - We've sent your order via Royal Mail or courier to you. You will receive an email with the tracking number, which is also available on your account page. Click here to login. All parcels go on a 48 hour service from dispatch.
    • Complete - Someone has signed for the item and it has been delivered by the courier.

    Typically the whole process is between 1-2 days from the order being placed through to delivery. If you have any order tracking enquiries please contact us at manager.direct@snowandrock.com, taking care to include your order reference number.


As the UK's leading snow sports retailer we've built the best website we could to lead and exceed the current market. However our work will never be done...in order to make sure our website continues to move with online shopping innovations we will carry on expanding capabilities to create a more personal shopping experience.

You can find products faster with drop down navigation bars for each activity, and a selection of filters on the left hand side of the pages for search results. You can also find 'recently viewed' items and get additional outfit suggestions at the bottom of each product details page.

1. I can't find what I'm looking for...
You can now either use our new and improved search facility, which can be found at the top of every page, or give us a call on 0845 100 1000 and we'll be happy to assist you.
2. How do I find the product code?

Each item's product code can be found on the product details page, just underneath the price. This code is useful if you need to check stock over the phone, or you'd like to put stock on hold in store to pick up and pay for within 3 days.

How to find the product code
3. The navigation on the left hand side appears to have changed - what's different?
As part of our ongoing mission to improve the website and give you the best online shopping experience possible, we have changed the way the left navigation works to cut down on the number of clicks you have to make. Clicking on a section now shows a drop-down menu with the choices beneath it, so that you can get to the section you want to see as quickly as possible.
Back to top

Product Information & Advice

4. How do I check whether a particular store has stock of an item?
Either call the mail order team on 0845 100 1000, send us an email at manager.direct@snowandrock.com or call your nearest store direct - for details, visit the store pages. Please make sure that you have the product code to hand - this can be found on the product details page just to the right of the 'Add to Shopping Bag' button.
5. I've just taken up a new hobby - do you have any product buying guides?
Yes - we're constantly changing and updating our buying guides to ensure that you have the support to make the right choices when embarking upon a new hobby. Buying guides can be found on the site in a number of ways, the easiest is to type "buying guides" into the site search at the top of the page, or by clicking here
6. I've seen a term on your website and I don't know what it means - how do I find out?
Visit our glossary page here
7. I need some advice - who should I speak to?
We're here to help 6 days a week! Give us a call on 0845 100 1000 or email us at manager.direct@snowandrock.com. We aim to reply to all emails within 48 hours.
8. My skis/snowboard need servicing - where can I find details?
We give full details of all of the service options available in store - just type "service" into the site search at the top of the page, or click here
9 I've bought my skis/snowboard online - how do I get the bindings mounted?

We post skis and bindings separately to ensure that neither get damaged en route. We are not able to mount your bindings before we post them, as your ski boots *must* be present at the time of mounting - we are very careful to ensure that your bindings are mounted with 100% accuracy.

Just take your skis bindings and ski boots to any Snow + Rock store, along with your proof of purchase and they'll be able to mount your bindings for you. Please call ahead to arrange an appointment and avoid disappointment.

Back to top

Placing/Cancelling an order

10. I've seen an item cheaper elsewhere - how do I take advantage of your UK Price Pledge?
You can find the details of our UK Price Pledge here. Just send an email to manager.direct@snowandrock.com with links to the product on our site and the other site you've found it on, along with your contact telephone number. We'll then be able to check that it meets the price pledge conditions and contact you to place the order.
11. Why won't my payment go through?
The most common reason for a payment not going through successfully is where the billing address on your account doesn't match where your credit card is actually registered to. Please ensure that your billing and delivery addresses are set up correctly within your account. If this doesn't rectify the issue, please just give us a call on 0845 100 1000 and we'll be happy to help.
12. How do I cancel an order?
Contact the mail order team on 0845 100 1000 or email us at manager.direct@snowandrock.com and we can cancel it for you. Please make sure that you have your order number to hand. No refund is necessary for cancelled orders, as we don't charge your account until the point of dispatch.
13. Can I amend my order?
Contact the mail order team on 0845 100 1000 to discuss this. We can't amend orders once they're placed, but we can always cancel your original order and assist you with placing an order for the new items.
Back to top

Buying & Using Gift Vouchers

14. How do I buy gift vouchers?

Snow+Rock sterling gift vouchers are available to buy in-store and online here.

We post vouchers on a next day service, as long as the order is placed before Midday. The postage charge is £4.95 as they are posted on an insured, fast service.

Lost vouchers cannot be replaced. Gift Vouchers and Credit Notes are non-refundable.

15. I have a gift voucher - how do I use it?

If you have a Snow+Rock gift voucher and would like to redeem it, then you just need to pop it in the post to us here at the mail order department, along with details of the items you would like to order and a phone number with which to contact you.

The address to send it to is: Mail Order Department, Snow+ Rock, The Rock, 2 Thornberry Way, Guildford, GU1 1QB. We recommend that you send vouchers via a Recorded Delivery service, as they are your responsibility until we receive them.

Alternatively, you can use vouchers in our UK stores. Euro gift vouchers are available only from our Dublin store, and can only be redeemed in the Dublin store. We regret that we are not able to redeem vouchers through our Harrods or Chelsea/King's Road Sporting Club concession stores.

Back to top

Your Account

16. I need to reset my password...
Just click here: Request a new password, enter your email and you'll be sent a link which will invite you to enter a new password.
17. What do the different order status' mean?
  • Ordered/In Progress (Exported) - This means that the items have been located in our picking system and we are waiting for them to come to our dispatch team. We pick items from our warehouse and stores. Warehouse items will arrive to our dispatch team on the same day if the order was placed before 16:00. Store items can take up to 3 days to arrive and are inspected on arrival. In the rare case that there has been damage to the item in transit, we re-pick a replacement from another store, however, this can add a couple days to the delivery time. In some cases the item will still be on order with our supplier. In these cases you will be contacted by one of our sales team and informed of the expected delivery date.
  • Dispatched - We've sent your order via Royal Mail or courier to you. You will receive an email with the tracking number, which is also available on your account page. Click here to login. All parcels go on a 48 hour service from dispatch.
  • Complete - Someone has signed for the item and it has been delivered by the courier.
Back to top

Payment

18. When do you physically take the money from my bank account?
When you place your order, we do do a pre-authorisation. This just checks that all the details are correct and that there's enough money in your account to be able to place the order. We don't actually take any money from your bank account/credit card until we dispatch the goods.
19. How do I pay with gift vouchers?
Gift vouchers can be used in store. If you can't get to a store, post them to us here at the Mail Order department with your contact details. We'll then get in touch with you and place the order over the phone, putting any remaining balance on your credit card. We recommend that you post gift vouchers to us on a Royal Mail Recorded Service, as they remain your responsibility until they reach us.
20. Do you take Amex cards?
Yes, Our payment system will accept all major cards including Amex, Visa and Mastercard. We don't currently accept payments through Paypal or any other third party payment service.
21. How will you refund my VAT?
We are hoping to have VAT free shopping available on the website in the very near future. Until then, we refund the VAT to you a minimum of 30 days after we dispatch the goods. Please see our terms and conditions for further details.
Back to top

Delivery

22. I have not received my item...
There are several reasons why an item you ordered may not have been received:
  • Missing or delayed order: Delivery usually takes 3-5 working days (from date of dispatch). Please check the email that was sent on the day your order was dispatched for up-to-date information on it's location. if you have any further queries, please contact us on 0845 100 1000.
  • Item not yet available: Occasionally we have stock listed on the website that hasn't yet arrived from the supplier. In this case, we will notify you via email within 48 hours of receiving the order and will then dispatch the item to you as soon as stock is available. Please note that your card is not charged until the order is dispatched.
  • Item temporarily out of stock: If an item goes out of stock and we expect to receive new stock within a reasonable time frame, we will hold your order and dispatch the item to you as soon as stock is available. Please note that your card is not charged until the order is dispatched.
  • Item unavailable: If an item becomes unavailable (which means we are unexpectedly unable to fulfill you order and are unlikely to receive new stock within a reasonable time) we will endeavour to notify you via email within 48 hours.
  • Account declined (payment not processed): If we cannot process payment for any reason, we will contact you to retake your card details.
23. My item has been damaged by the courier - what should I do?
Should your parcel show signs of damage on receipt from the courier, please make a note of this on the courier's documents or if possible take photographs of the damaged areas of the packaging and the product(s). This will assist in any claims which may occur at a later date.
24. Do you offer express or next day delivery?
Unfortunately we're currently unable to offer an express service.
25. When can I expect to receive my item?

Delivery of orders to UK addresses typically takes 1 - 3 working days from when the order was placed, if the item is in stock in our warehouse. If the item is not in stock in the warehouse, but is in one of our stores, delivery typically takes 3-5 working days.

The delivery period for sale items may be extended by 1 or 2 working days.

Delivery to Highlands and Islands can take up to 2 working days. Europe typically takes 3 - 5 working days from the date of dispatch.

Delivery to the rest of the world can take longer depending on where the parcel is headed.

We use insured, traceable delivery services from the Royal Mail or DHL. 48 hour standard delivery is from the date of dispatch not the date of ordering, and is subject to stock availability from our warehouse. Where stock has to be picked from one of our stores, the delivery time may be extended. For goods out of stock, we will update you with our anticipated delivery date within 1 working day of receiving the order.

26. How do you package skis/snowboards for delivery?
We package skis and bindings separately, so as not to cause damage to the ski in transit. We are not able to mount your binding prior to dispatch for safety reasons, as we feel that it is important that your ski is set up with your ski boot present at the time.
27. I've bought my skis/snowboard online - how do I get the bindings mounted?

We post skis and bindings separately to ensure that neither get damaged en route. We are not able to mount your bindings before we post them, as your ski boots *must* be present at the time of mounting - we are very careful to ensure that your bindings are mounted with 100% accuracy.

Just take your skis bindings and ski boots to any Snow + Rock store, along with your proof of purchase and they'll be able to mount your bindings for you. Please call ahead to arrange an appointment and avoid disappointment.

Back to top

Returns

28. What is your returns policy?
For your extra peace of mind all purchases are covered by our 21 day exchange or refund promise. If you change your mind, for whatever reason, bring back the items to one of our stores, as new, with the original receipt and packaging and we will be pleased to offer you an exchange or immediate refund - no hassles, no questions, for your total piece of mind. (In some cases other guarantees may take precedence. This does not affect your statutory rights).
29. How do I return an item?

Just fill out the returns form which can be found on the back of your invoice, or alternatively, it can be downloaded here Online Returns Form

You can then take the items you wish to return in their original condition along with the returns form into any of our Snow+Rock stores. They will be able to either provide you with an exchange or send the item(s) back to us here at the Returns Department, where we will be able to issue a refund.

If you can't get to a store, just enclose the returns form with the items, repackage them carefully and securely and address the parcel to us at the address below and take it to the Post Office:

Snow+Rock Returns Department
2 Thornberry Way,
Guildford, Surrey,
GU1 1QB
UK

Please note that you are responsible for the cost of returning the item(s) to us.

We recommend that you use an insured, traceable service to return the item, as it is your responsibility until we receive it.

Items must be returned in new condition, with the original packaging, labelling and Snow+Rock receipt.

30. Can I pick up or return my item to your head office in Guildford?
There are no facilities for customer personal collections or returns at this address. Please do not attempt to collect or return an order as you will be turned away which may cause offence. There is no shop front or customer service facility available here at our warehouse & head office.
31. Can I exchange an item in store?
Yes, if it's within the 21 days return period, you can exchange an online/mail order purchase in any Snow + Rock store (apart from Harrods or King's Road Sporting Club concessions) as long as you have your proof of purchase and the item you want to exchange the original for is the same price or higher. If there's any balance due, the store can take the remainder of the payment over the counter.
32. I bought my item in store, but can't get back to the store to organise a refund / exchange - how should I proceed?
You can take the item back to your closest Snow + Rock store for a refund or exchange. If you're not close to any of our stores, post it back to the store you purchased it from, including your proof of purchase and contact telephone number. The staff will then contact you to arrange the refund in due course.
33. I can't find my returns form - can I download a new one?
Yes - the downloadable form can be found here: Online Returns Form
34. I believe my item to be faulty - what should I do?

We need to physically assess items that are believed to be faulty. Please either visit any of our Snow + Rock stores with the item and your proof of purchase and the staff will be able to assist you.

Alternatively, if you are unable to get to a store, please post the item, proof of purchase and a covering letter detailing the fault and your contact details to the Mail Order Department at Snow + Rock, The Rock, 2 Thornberry Way, Slyfield Industrial Estate, Guildford, Surrey, GU1 1QB. A member of the mail order team will then get in contact with you to discuss the options available.

**Please note all warranty returns must be clean and free from dirt and mud to comply with the current Health and Safety Regulations. If the item is dirty, it will be posted back to you for you to clean.**

Back to top

Sizing

35. Where can I find more sizing information?
You can find additional sizing information on our dedicated size charts page. You can also find a link to the size charts on every product details page - just beneath the 'Tell a Friend' button.
36. What does the H mean on the end of some of your sizes?
H stands for 'Half' and this is generally used within our shoe sizing.
Back to top

Mailing Lists

37. How do I change my mailing list subscriptions?
Login to your account online and on the account details section, you'll see marketing preferences - tick or untick the boxes accordingly.
38. How do I request a catalogue?
Click here and select the catalogue you wish to receive. We tend to launch our summer catalogues in March and our winter catalogues in October.
Back to top

Privacy Policy

39. Where can I find details of your privacy policy?
You can find full details of our privacy policy by clicking here
Back to top

Sponsorship

40. Who do you sponsor?
We sponsor a number of professional athletes - find details of who they are and what they do by visiting the Our People page
41. Will Snow + Rock sponsor me?
Many thanks for your interest in being sponsored by us! As you can appreciate, we get approached to contribute to many charitable and sporting events. Although we would love to support everyone in their fundraising challenges, we only have a limited budget set aside for such activities. We have chosen to work with Macmillan Cancer Support for our charitable events and have a selection of people who help us make a difference on a larger scale. We therefore cannot offer sponsorship to individuals, although we wish you luck whatever your endeavour.
Back to top

Glossary

42. I've seen a term on your website and I don't know what it means - how do I find out?
Visit our glossary page here