Delivery and Returns

Delivery

We ship to UK addresses only. Orders are dispatched from Plymouth within 1–3 working days of payment confirmation.

Standard delivery (3–5 working days): £4.99. Free on orders over £75. Express delivery (1–2 working days): £9.99.

You'll get a dispatch email with tracking when your order leaves us. If nothing arrives within 10 working days of dispatch, get in touch at info@hikiens.com or call +44 1752 724309.

Damaged or wrong items

If your order arrives damaged or we've sent the wrong thing, email us at info@hikiens.com with a photo and your order number. We'll sort a replacement or refund within 5 working days. You don't need to return the item first in these cases.

Returns

You can return most unused items within 14 days of delivery for a refund. Items must be in their original packaging and not used. This is your right under the Consumer Contracts Regulations 2013.

To start a return: email info@hikiens.com with your order number and reason for returning. We'll confirm and give you the return address. Package the item securely — we recommend using tracked postage as we cannot refund items lost in return transit.

Return postage is at your cost unless the item was faulty or we sent the wrong thing.

Refunds

Refunds are processed within 5 working days of receiving the returned item. They'll go back to your original payment method. Bank transfer refunds may take 3–5 additional business days to appear.

Exceptions

We cannot accept returns on ropes or safety equipment that have been loaded (even once), cut, or show signs of use. This is a safety requirement, not a policy choice — loaded rope cannot be inspected fully and must be retired.

Last updated: February 2026.

Delivery to Northern Ireland, Channel Islands and remote areas

We deliver to all UK postcodes including Northern Ireland (BT), Scottish Highlands and Islands (IV, HS, KA27-28, KW, PA20+, PH17+, ZE), and the Channel Islands. Delivery to these areas uses the standard rate but may take 1–2 working days longer than the estimates above. If you need a more precise delivery estimate for a remote address, email us before ordering and we'll confirm.

Packaging

Ropes are shipped in their original manufacturer packaging inside a plain outer box or padded bag depending on size. Tents ship in their original stuff sacks inside a protective outer bag. We try to keep packaging minimal and recyclable where possible. If you need gift packaging or a specific presentation for an item, note this in the order comments field at checkout and we'll do our best.

Lost or delayed orders

If your tracking shows no movement for 5 working days, or if 10 working days have passed with no delivery and no tracking update, email support@hikiens.com with your order number. We'll investigate with the courier and either resend the item or issue a refund depending on the situation. We do not charge you again while an investigation is in progress.

Warranty claims

All products carry the manufacturer's warranty — typically 1–2 years for most items; lifetime warranty on Osprey bags and selected other products. If a product develops a manufacturing defect within the warranty period, contact us at support@hikiens.com with photos and your order number. We'll liaise with the manufacturer on your behalf. Warranty does not cover normal wear, misuse, or damage caused by use outside the intended purpose of the product. Last updated February 2026.