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Help & Contact

Where do you deliver to?

We ship to the UK only at this time. Please see our delivery page for shipping costs.

Which size do I need to order?

For size information please see the indiviudal product page.

Size guides for The Mountain t-shirts you can also refer to the Size Guide.

I have questions about The Mountain T-shirts.

Please see the help questions on The Mountain T-shirts page.

When will my order be shipped?

We aim to ship in-stock orders within 1 working day and you should receive your order within 2 to 5 days of shipping, depending on which delivery service you have chosen.

Where can I check on the status of my order?

You will need to have registered for an account during checkout to check the status of your order. You can sign in here.

If you have chosen a tracked delivery service you find the tracking number by clicking on the order number in your account area.

If you do not have an account, but would like to know the status of your order, please email us with your order number and postcode.

Your order status may require action from you (i.e. the delivery address provided is incomplete). You will also have been emailed if your order requires action. Please reply to us asap to resolve any issues as missing delivery information will cause a delay to your order being shipped. We will hold such orders for 7 days, after which if we have not had any response from you, your order will be cancelled and refunded.

Can I place an order over the telephone or by email?

We do not accept orders over the phone or by email.

Do I have to complete the bank verification during checkout?

Yes, the bank verification process is required by the banks. If it is not completed your payment will be declined and we will not be able to proceed with your order. If you need assistance with this step, please contact your bank and they will be able to guide you.

Why have I not received an order confirmation/dispatch email?

If you have not received an order confirmation/dispatch email, please check your spam folder.

If not in spam, please contact us, as there may be an issue with your email address (e.g. there maybe be a typo, it is bouncing, or an old email has been used).

Can I change my delivery address?

We can only ship to the delivery address given at the time of ordering.

Can I exchange or return an item?

Yes, you can. You have 14 days from receipt of order to return a product(s). Should you wish to return anything or exchange for a different size, please contact us by email to arrange.

Please note that socks are not returnable once the packaging has been opened.

My order arrived damaged

If your parcel arrives damaged, please retain all packaging. We will require photographs of the damaged parcel.

Please contact us within 2 working days of receipt of order to report damages.

How can I contact you?

You can email us, use the live chat or leave a phone message (our phone lines are currently unmanned but we do check messages regularly). Please see below for ways to get in touch.

We are here to help

To get in touch with us you can use the contact form below. We endeavour to answer all emails within 24 hours.

If you are enquiring about an order, please give your order number and postcode.

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Email: info@gothicrosegallery.co.uk

Live Chat: Please click on the green orb in the corner of the screen.

Phone: 01306564460 (our phone line is currently unmanned. Please leave a message and we will get back to you as soon as we can).