Postage

Orders placed on our website with a value that exceeds £55 will be sent out carriage free to UK mainland destinations* (*Highlands and Islands all attract additional postage costs that you will be informed about before dispatch). Orders under £55 will attract a £2.75 postal charge. You also have a choice of Express delivery and Next Day Courier Service.

Stock
We aim only to show items on our website that are in stock, however there are some reasons why your item may not be in stock: the website is updated on a daily basis, items may be sold in the shop, someone else may have ordered in front of you, the software might have caused an error or we might have 'messed up'. In any of these cases we will contact you to let you know why and when you can expect your order, at that point you can cancel your order if you wish.

UK Delivery Times - Items In Stock
All in stock items are dispatched the same day if ordered before 3pm (except weekends). Delivery times depend on the shipping method chosen.

Normal Postage - This is free when you have spent over £55 otherwise attracts our standard rate. Shipping times are normally 3-6 working days.

Express Delivery - This option will normally get your goods to you in 1-2 working days but is not guaranteed.

Next day delivery only applies to Monday through to Thursday at 4pm, any orders made after this time with a next day request will be shipped on the Monday (as long as it's not a holiday) to arrive Tuesday. If you require a Saturday delivery then please contact us and we can give you a quote. Please note there is no next day delivery available for the highlands and islands, if you are ordering from the highlands or islands and request next day delivery it will be a 48hr service NOT next day.

If you require a Saturday delivery we are happy to oblige but this normally attracts a premium (dependant on size and weight of the item in question), so please contact us and we will be happy to quote you.

UK Delivery Times - Items Out Of Stock & Pre Order Items If you order an item that is "Out Of Stock" or available on a "Pre-Order Basis", we will email you on the next working day after receiving your order and inform you of the expected delivery date of your order. If the expected delivery date is not suitable for you - you can cancel your order. If you have paid for any premium postage options this will be refunded to you if we cannot get the goods to you in the stated times.

International Delivery Times - Items In Stock
Dependant on type of service used, normally 3 to 5 days for European destinations and 3 to 10 days for the rest of the world, all international packages are sent Airsure unless the customer would like an alternate service. All deliveries require a signature upon arrival.



When ordering boots or shoes please try and order the correct size originally, or two sizes if you are not sure, so as to ensure you don't have to pay any extra postage.

We ship worldwide, the standard rate is £15. Some items do not fit in our standard rate bracket as they may be of a large volume or weight, also if you are ordering more than one item, again, it may exceed the size/weight levels dictated. It is usually worth bearing in mind that once the weight goes over 2kg shipping costs to international destinations go up considerably. if this is the case we will contact you before we ship and advice you of any further costs. At this point you can cancel your order and receive a full refund if you wish or pay any additional postage costs and continue with your order. If you are unsure you can always E-mail us 1st for a quote on shipping, simply send us a list of what you are thinking of ordering and a destination country, we'll get back to you within 24hrs.

Returns

We offer a 30 day no hassle returns policy*, if the item is returned in its original condition within 30 days of purchase we will refund you the cost of the item.

Original condition means; the items must be as new, in the condition it was sent out to you in and must include:
Its original labels, swing tags, instructions etc.
Any boxes and packaging as supplied by the manufacturer.

If you wish to return an item, please send it to:

Returns Department
V12 Outdoor
The Old Baptist Chapel
High Street
Llanberis
Gwynedd
LL55 4EN

Please note; when returning an item to us we recommend that you use a signed for service and have suitable insurance cover as we cannot accept responsibility for items that do not reach us.

If you ask for goods to be left somewhere un-secure, such as a garage or shed we cannot accept any liability for the goods and on request you transfer the liability to yourselves.

If for some reason you receive a faulty or damaged item, please inform us immediately, we will then send you a replacement or an alternative item. You can then return the item by the cheapest signed for method (usually Royal mail). We will refund you the cost of your postage once we receive the item. Please note if we do not receive the returned item within 30 days of us dispatching you a replacement, we reserve the right to charge your card for the replacement.

If you have any queries just drop us a mail and we will happily get back to you.

* Please note we cannot accept any climbing hardware or software for return, software is classified as slings and the like. The reason for this is we do not know whether it has been used or not, even if it still has the tags on and would therefore make it impossible for us to sell.

Free postage items are free delivery for the first order, however if you wish to exchange an item for another size/type, there is a charge of £4.99 for every subsequent exchange, this covers the cost of packaging, post and restocking. Exchanges are only possible up to 30 days after purchase.

At V12 we do our best to recycle all that we can, this means we try to re-use packaging such as boxes and padded envelopes where ever possible. Also all of our protective packaging is recycled too. In the interests of the environment we would like to encourage our customer to do the same, please try and re-use whatever you can, think before you bin.

If you have any comments be them good or bad please let us know, all feedback is gratefully accepted.