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Take a look below at some of our most frequently asked questions from customers!
CAN I ORDER VIA YOUR WEBSITE?
If you are trading as a business then the answer is a resounding yes! Our website is here to make ordering easy and accessible 24 hours a day. Before you can order online you will need a web login, Click Here if you don't already have one and we'll arrange it for you, we would love to have you on board.
WHAT IS YOUR MINIMUM ORDER VALUE?
There are no minimum order quantities for customers based in the UK and Europe. For further information on carriage charges, and for more information on any shipping destinations outside of these areas, please visit our Terms & Conditions page.
WHAT ARE YOUR CARRIAGE CHARGES FOR UK & EUROPE?
Our carriage charges for UK shipments are £8.00 for orders up to £150.00 (pre VAT). Any orders shipped to mainland UK over £150.00 are shipped carriage free.
Deliveries to standard Europe (incl. Southern Ireland) are charged at €15.00 for orders up to €200.00 (pre VAT). Any orders over €200.00 are shipped carriage free.
Any orders shipping to UPS remote areas will incur additional charges. Orders shipping outside of Europe have carriage calculated based on the weights and dimensions of the goods ordered; please contact our team if you have any queries on our carriage rates.
CAN I PAY FOR MY ORDER ONLINE WITH A DEBIT OR CREDIT CARD?
You can and in the most secure way! Our site is Verisign assured using Sage Pay, the industry standard, to handle the actual payment.
You can also store you card details within Sage Pay for use next time, resulting in a faster and smoother ordering experience.
WHEN WILL I RECEIVE MY ORDER?
This depends on what you're ordered, how you've chosen to pay and where your goods are shipped to. Thanks to a slick and professional warehouse team, most of our products are ready for dispatch within 1 working day. The lead time may extend to 2 working days when workload is higher (non-stock items will take longer) Once dispatched most UK orders will be delivered within 24 hours. Delivery times for the rest of Europe vary, so please enquire at the time of ordering if you're unsure.
MY BUSINESS IS OUTSIDE THE UK. HOW CAN I ORDER FROM YOU?
We have a strong network of European agents and distributors who will be able to handle your enquiry. Please Click Here to see a list of our working partners, and contact us directly if you don't see a distributor for your country.
WILL THERE BE ANY CUSTOM DUTIES TO PAY?
When ordering goods from somdiff.com for delivery outside the UK you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. Any additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. Contact your local customs office for further information. If these charges are unpaid, your order may be returned to us and we will be unable to refund shipping costs. There may also be costs associated with the return to us, which will be deducted from any refund value. In certain situations, your order may be destroyed by customs if duties and taxes are not paid. In this instance, we cannot refund product or shipping costs for these reasons.
After the 31st December 2020 certain information and documentation will be needed to ship to the EU from the UK this will include your EORI – without this there may be delays to your shipment.
CAN I HAVE A PRINTED CATALOGUE?
We strive to be a green company, so our paper consumption is always kept to the bare minimum. We ask that you view our products online which is the only place you'll find our complete product range. However, if you really do need a printed catalogue then simply add them to your shopping basket. If available you will find printed catalogues listed within the Point of Sale section for each category by using the navigation menu drop downs.
WHAT IS YOUR RETURNS PROCEDURE?
If you have items you want to return for any reason then please contact us first, as we'll need to know what you're returning and the reason. We can then advise you what to do next. Please don't return any goods to us without contacting us first; we can't guarantee that you'll be refunded or credited until a return has been approved.
ARE DISCOUNTS AVAILABLE?
Discounts are not normally applicable for most retailers, however if you're a large retailer or have a long trading history with us then please contact us to discuss your individual terms. We run regular special offers and discounts which you'll hear about first at www.somdiff.com and by signing up to our Newsletters which can be tailored to your product preferences.
CAN I ORDER SAMPLES?
You can order samples of most of our products. However, some products are only available in multiple packs. In this case please contact us and we'll see if a sample is available for you at that time. Place your orders for samples in the same way as any other order.
ARE THERE ANY RECOMMENDED CARE INSTRUCTIONS FOR CUSTOMERS?
As you can imagine, we stock a wide variety of products across all our different brands. Therefore, we will answer this as best we can here, using the main product line from each brand as a general ‘rule of thumb’.
Further information on washing and care guidance for a specific item, will be found within the description of an individual product listing page (where applicable).
As with any item of clothing, it is strongly recommended that the consumer washes their garment before being worn for the first time, due to hygienic purposes. Socks should be washed at 40°C or lower. Do not tumble dry, dry clean or bleach.
When the consumer first receives their apparel from The Mountain, we recommend the customer washes the product in cold water alone (30°C), or with similar colours. Since most of The Mountain apparel is hand-dyed, the item may bleed some excess colour for the first few washes. It is safe for them to use normal detergent, but just strongly advise against the use of bleach-based substances. Once washed, The Mountain garments should be dried either in a tumble dryer or flat.
Pyjamas should be machine washed cold with like colours, using non-chlorine bleach detergent. The consumer can then tumble dry the PJ set when needed on a low setting. Once the cycle has finished, remove promptly from the tumble dryer and warm iron as needed inside out.
DO YOU HAVE ANY POINT OF SALE MATERIAL?
From time to time POS materials become available and can be included with an order. Please request this at the time of ordering and we'll include it if it's available.
If you cannot find the answer to your question here, please contact us at firstname.lastname@example.org for further information.