How To Order | Bank Cards Accepted | Card Security | Product Availability | Delivery Service | Delivery Times | Delivery Cost | Price Promise | Ski Binding Mounting | Returns Policy | Returns Policy | Returns Procedure | Exchanges | Customs Charges | Privacy Policy | Complaints

How To Order

You can order in the following ways:

1) Online via this website.

2) By Telephone on 01202 499155 from 10.00 to 17.00 Monday to Sunday.

3) Visit the Snowtrax Superstore (see contact page ).

Bank Cards Accepted

We accept the following types of bank card:
- Visa Credit Card
- MasterCard Credit Card
- Visa Delta Debit Card
- UK Maestro Debit Card
- Solo Card
- Visa Electron Card

Your bank card details are encrypted before being sent over the internet, so that they cannot be intercepted by anyone. We have a secure online card processing facility provided by Protx.

Card Security

Your bank card details are taken on a secure web page hosted by our online card processor, Protx.

Before being sent across the internet, your bank card details are encrypted (turned into unidentifiable code) using a method called SSL (Secure Sockets Layer). This means that your bank details cannot be intercepted by anyone else.

You can tell that our bank card details page is using this secure encryption technology because:

1) The address in the address bar of your browser starts with https:// instead of the normal http://.

2) A closed padlock icon will appear at the bottom right of your browser window.

Product Availability

Occasionally, a particular product is not available for immediate despatch. In the event that we cannot meet our normal delivery times, we will notify you of the expected delivery date by e-mail, and give you the option to cancel your order.

Delivery Service

We offer 3 delivery options.

1. Priority Courier service - All items shipped by Courier are fully insured. If you are not in to take delivery a call card will be left so that you can rearrange a suitable delivery time. This service is next working day from the date of dispatch.
   
   
2. Free Delivery Service (Mainland UK Only) – Items will be sent by Royal Mail or similar. For some larger items you may need to be in to take delivery. If you are not then a call card will be left. This service is not insured & will take approximately 7 days. We recommend using the priority service for larger & valuable items.
   
   
3. Pick up from shop - All orders placed on the web site can be collected in store.

If you live in the UK & not on the mainland, then we only offer our Priority Courier service. Please allow an additional day for delivery.

We are unable to ship outside the UK for orders processed on this site. If you would like a quote for delivery outside the UK then please email us with the products you require and delivery address. Email - shop@snowtrax.eu

Delivery - How Quickly Will My Order by Dispatched?

Orders confirmed before 12pm will be usually dispatched the same day.

Orders confirmed after 12pm will usually be dispatched on the next working day (Mon - Fri).

Occasionally, a particular product is not available for immediate despatch. In the event that we cannot meet our usual delivery times, we will notify you of the expected delivery date by e-mail, and give you the option to cancel your order.

Delivery Times - How Long Will it Take to Receive My Order?

For delivery within the UK, please allow 1-2 working days for delivery on our priority service. On our free service please allow up to 7 days.

For deliveries to Europe, please allow 7-10 working days for delivery.

For deliveries to the rest of the world, please allow 10-12 working days for delivery.

Please note that these delivery times are estimates, and delivery may take longer. Whilst we make every effort to despatch your order promptly, delivery may take longer than the times quoted above due to circumstances beyond our control.

If you are buying skis & would like us to mount the bindings, please allow an extra 1-2 days for delivery.

Missing Deliveries

If you think the delivery of your goods is overdue, please contact our Customer Services Department.

Delivery Cost

Price Promise

We endeavor to offer the most competitive prices across Europe. We check hundreds of prices to ensure we offer the best deal. If you find a product cheaper elsewhere then we will attempt to match the price. Please follow the details below.

“We won’t be beaten on price!”

The product must be the same size, colour & specification. It must be available & in stock. We will take into account all delivery costs & check the competing offer before we match the price. We promise to try & match the price to get the product delivered to your doorstep. For price matching in Euros we will use the current tourist exchange rate.

Please email pricematch@snowtrax.eu – with the following information:

• Product description, size & colour
• Where you have seen the offer
• Website address (link to product if possible)
• Your name & telephone number

If we feel your price match is valid then we will reduce the price on the website. We will inform you when this has occurred. Where possible we will endeavor to hold this reduced price for all of our customers.

We will only offer price matching on goods offered by an authorized dealer. We will not match offers on auction sites.

Ski Binding Mounting

We offer a free binding mounting service with all skis & bindings purchased on our website or in store. Details will be collected upon ordering (If you don’t have details to hand you can still process your order & send the information required at your convenience).

IMPORTANT NOTE – We strongly recommend you have your boot to binding fit checked by a qualified technician before use. Without physically having your boot to set the bindings, we cannot perform final safety checks. Your local or resort ski shop should be able to do this for you, usually they do not charge for this.

We set up the skis according to the information you give us. Please check that it is correct.
You will be asked to supply the age, weight, height, ability level & boot sole length of the skier.

Boot sole length: (This is usually written on the boot)
Using the boot sole length you supply, we will mount the bindings to the skis. On some skis this involves drilling into the body of the skis. Please ensure this measurement is correct as adjustments at a later date can be complicated (skis & binding systems, where no drilling is required, can easily be adjusted by a qualified technician). If you’re unsure where to find this measurement then please click here.

All details are used to set the release settings (DINs) on your bindings. For safety reasons it is important you supply us with accurate information. DINs can easily be adjusted by a qualified technician using a DIN chart to calculate your setting.

Ability level:
Please choose an appropriate level – If you select an advanced setting, your bindings are less likely to release during an aggressive maneuver (such as a fast turn or fall).

Beginner (Type I)

• Cautious skier
• Ski conservatively
• Prefer slower speeds
• Favour lower than average release / retention settings
• Or entry level skier uncertain of their classification

Intermediate (Type II)

• Average / performance skier
• Ski at a variety of speeds
• Prefer to ski on varied terrain, including most difficult runs.
• Or skiers who do not fall into either of the other two categories

Advanced (Type III)

• Aggressive Skier
• Normally skis at high speed
• Prefer steeper & more challenging terrain
• Favour higher than average release / retention settings

Returns Policy

Our returns policy does not affect your statutory rights.

Incorrect or Damaged Goods

If you have received incorrect or damaged goods, we will give a full refund. In the case of a refund for damaged goods, we reserve the right to an independent opinion on whether the goods qualify for a refund.

In the case of incorrect or damaged goods, we will reimburse the cost of you posting the goods back to us as long as the cost has been agreed with our Customer Services Department first. We strongly advise that you use a recorded delivery service. If a recorded delivery service is not used and the goods do not reach us, we cannot be held responsible for the cost of the goods.

Unsuitable Goods

If you feel the goods are unsuitable for you, we will refund the cost of the goods (less any delivery costs) provided they are returned to us within 14 days of your receipt date, the goods are in a new and unused condition, with all their original packaging & all receipts. Please note, if you are buying skis & request that we mount the binding, certain skis will require us to drill into the ski to mount the binding to your boot size. In such a case we will be unable to offer a refund under our unsuitable goods policy.

In the case of unsuitable goods, you must bear the cost of returning the goods to us. We strongly advise that you use a recorded delivery service. If a recorded delivery service is not used and the goods do not reach us, we cannot be held responsible for the cost of the goods.

Warranty returns

All items are covered by a 1 year warranty from the date of purchase. Please contact us by phone or email before returning any items. Items returned under warranty must be clean. Dirty items will not be accepted for repair or replacement. Original receipts will be required for all warranty claims. We will inform you once we have made a decision on your claim under warranty. This may take a few days as some products will require independent inspection.

Wear & tear is not covered under the warranty. For skis & snowboards, base & edge damage is regarded as wear & tear.

In the case of repair due to wear & tear we will advise you of the costs before carrying out any work. Return postage will be at your cost.

Returns Procedure

Please follow the below procedure to return goods to us:

Please follow the below procedure to return goods to us:

1. Print out and fill in our Returns Note .

2. Please provide a full description of the reason for return in the space provided.

3. Wrap the items in their original packaging with all tags and labels etc relating to the returned goods.

4. Include your original receipt. (Without this we may not be able offer a refund).

5. Send the package with the completed Returns Note to us (see contact page for address).

Please note, we strongly advise that you use a recorded delivery service. If you do not use recorded delivery and the goods do not get delivered back to us safely, we cannot be held responsible.

6. Please allow 14 days for us to process your return. We will notify you by phone or e-mail when we have processed your return.

No returns can be processed unless these conditions are adhered to.

Exchanges

Please inform us by email if you wish to exchange an item. We will then advise you if we have the product in stock & any additional postage costs that may be incurred.

Please then follow the returns procedure & indicate on the returns note that you wish to exchange the item, clearly stating the product required.

Customs Charges

When ordering goods from us for delivery overseas, you may be subject to import duties and taxes which are levied once the package reaches your country. 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. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

Privacy Policy and Data Protection

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice. We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We do not disclose your information to third parties (except for delivery purposes). The type of information we collect about you includes:

Your Name
Address
Phone Number
E -mail address

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by e-mailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy, the law and the Which? Web Trader Code. Temporary Browser Cookies are used on this site, but only to maintain the contents of your shopping cart, and the cookies are deleted once you have completed your order or close your browser window. Data collected by this site is used to:

1) Take and fulfill customer orders.

2) Administer and enhance the site and service.

Complaints

Should you have cause to complain, please contact us via e-mail and we will endeavor to reply within two working days.

Liability Statement

All sports activities are potentially hazardous. It is your responsibility to ensure you have had proper training to use any equipment supplied by Snowtrax. Please be aware of the associated risks when participating in these activities. Snowtrax cannot be held responsible for any damage, injury or death resulting from the use of products purchased from us. This includes the use of bindings we have mounted without your ski boot. We cannot guarantee the correct setting without your ski boot. Please get the boot to binding fit checked by a qualified technician before use.

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