At HIGHLANDER Sales Store, we understand that reliable gear is essential for your adventures. That’s why we’ve created straightforward shipping and returns policies to ensure you can shop with confidence for all your outdoor needs.
Shipping Information
We ship worldwide (excluding some remote areas and parts of Asia) using trusted carriers to deliver your adventure gear safely to your doorstep.
Shipping Options:
- Standard Shipping: £12.95 via DHL or FedEx (10-15 business days after dispatch)
- Free Shipping: Available for orders over £50 via EMS (15-25 business days after dispatch)
Order Processing:
All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a tracking number once your order ships.
Our Hassle-Free Returns Policy
We stand by our adventure gear just as we stand by our customers. If your purchase doesn’t meet your expectations, our straightforward returns process ensures you can shop with confidence for your next outdoor expedition.
Return Eligibility
- Returns accepted within 15 days of receiving your order
- Item must be unused and in original condition
- Original packaging must be intact
- Proof of purchase required
Important Note: For hygiene reasons, waist packs and shoulder bags that show signs of wear cannot be returned. All sales on clearance items are final.
How to Initiate a Return
- Contact our Gear Specialists at [email protected] within 15 days
- Provide your order details and reason for return (use our template below)
- Wait for approval – we’ll respond within 2 business days with instructions
- Ship your return to our UK warehouse (you’re responsible for return shipping costs)
- Receive confirmation once we process your return
Return Shipping Address:
HIGHLANDER Sales Store Returns
64 Chamberlain St
Wells, GB CH2U 5UY
We recommend using a trackable shipping service for your return.
Refund Process
Once we receive and inspect your return (typically within 5 business days):
- Refund method: Original payment method (Visa, MasterCard, JCB, or PayPal)
- Processing time: 3-5 business days after approval
- Bank processing: Additional 2-10 business days depending on your financial institution
For exchanges, we’ll ship your new item once we receive the return. Shipping times follow our standard delivery schedule.
Damaged or Defective Items
If your gear arrives damaged or defective (which is as rare as a tear in our heavy-duty backpacks):
- Contact us within 3 days of delivery
- Include photos of the damage
- We’ll arrange a free return label and expedite your replacement
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Email to: [email protected]
Dear HIGHLANDER Customer Support,
I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:
Item(s) for return: [Product Name(s)]
Reason for return: [Please specify]
Preferred resolution: [Refund/Exchange for [Product Name]]
Please advise on next steps. I’ve reviewed the return policy and confirm the item(s) meet all requirements.
Best regards,
[Your Full Name]
[Your Contact Number]
Need Help?
Our adventure-ready customer service team is here to assist with any shipping or return questions. Contact us at [email protected] and we’ll respond faster than you can pack your next expedition.
The trail may have twists and turns, but our shipping and returns policies are straightforward. Happy adventuring!