Shipping and Returns

Shipping

All orders will be processed and dispatched within 1-2 working days, we use DHL Tracked 48 Hours postage service for all UK orders.
Extended Returns & Christmas Orders


We offer an extended returns period over Christmas.

This runs from the end of the 1st week in December to the end of January.

Items ordered within this time may be returned for exchange or refund up until the end of the extended returns period. Standard return details can be found below.

We recommend placing final orders for Christmas at least 5 working days before Christmas Eve. Orders will still be accepted and despatched up until midday on the final day of trading 23rd December, but they will not arrive in time for Christmas.

Our warehouse and offices are closed from the last working day before Christmas to the first working day in the New Year, 5th January.

Whilst every effort is made to despatch orders in good time, busy periods can mean delays in despatch and longer delivery times for our courier partners.

Returns Policy

We want you to love your gear, but we understand that sometimes things don’t work out. If you need to send something back, our returns process is simple and straightforward. Please read the details below to make sure your return goes smoothly.

Changed Your Mind?

If you’ve changed your mind after receiving your order, no problem! You can return your items within 14 days of delivery.

To qualify for a return, items must be:

Climbing Safety & PPE Returns

We’re happy to accept returns on climbing safety equipment and hardware, but because these are personal protective equipment (PPE) items, we have to be extra careful. All products must be returned exactly as received — unused, unmarked, and in original packaging with all labels and tags attached.

If there’s any sign of use or alteration, we won’t be able to accept the return. All PPE returns must reach us within 14 days of delivery.

How to Return Your Items

Please send your items to the address below and include a note with your name, order number, and contact details so we can identify your return:

Troll Returns
OMM Centre
315 Health Club
Mannin Road
Lancaster
LA1 3PE

Return shipping costs are the customer’s responsibility.

Make sure your items are securely packaged, as they remain your responsibility until we receive them.

We recommend using a tracked and insured postal service for your peace of mind.

If you have any questions, returns related or otherwise! Please get in touch with us at: support@trolluk.com