FAQs
- Who are you?
H2O Mud N Snow is an independent shop based in Winchester. We operate out of a small retail unit in the Brooks Shopping Centre in the heart of Winchester.
We are a small team and offer a friendly customer focused shopping experience aiming to meet the needs of all of our customers by providing the best shopping experience possible. Our product knowledge and experience across almost every adventure and extreme sports discipline allows us to give excellent impartial advice to customers when trying to find the correct product for them.
We have been on the scene for some years now, launching our website in 2009. After a small period of finding our feet we launched our new website in April 2011. We have expanded into the online market place and aim to broaden our customer base and product range. We aim to give our online customers the best products at competitive prices with lightning fast shipping and brilliant customer service.
We think you will love us, so go on pop into the shop, call us or drop us an email.
- Who processes my order?
The website is run by our staff in store. Our stock is all available to view, try on and buy in store and the website acts as a mirror to our in store stock levels. There are of course some differences in stock from the site to the store but we aim to keep our website as up to date and accurate as possible.
Once we receive your order confirmation the item is picked, packed and dispatched by courier. If there is anything wrong with your order we will contact you via email.
- Is payment secure?
All payments are processed online through our online payment client sage pay and are 100% secure. We can also process payments over the phone.
- When Should I expect my item?
If your order is received before 1.30pm on a weekday the item will be eligible for dispatched on the same day. All orders over £100 are eligible for free delivery, if you choose the free service delivery will take between 2 and 5 days, however in most cases we deliver within 3 working days using either UPS or 'Royal mail signed for' service. Orders under £100 will get the same service at a cost of £2.80 UK Mainland.
Next day delivery £6.80 UK Mainland. Orders that have next day delivery selected will be prioritised and shipped using UPS or 'Royal mail signed' (we only tend to use royal mail for very small items) and 99% of orders will be received in 1 working day.
International orders - European orders cost £14 and The rest of the World cost £25, please contact us if you have any questions.
- How will my item be posted?
We use a dedicated courier service for 99% of our orders who selects an appropriate shipping method depending on the size, value and destination of your order. For International orders please contact us. If an item is below a certain size and weight we will use Royal Mail recorded postage.
- Do you ship internationally?
We have flat rate shipping available for selected countries inside and outside Europe. For other international orders please contact us for individual rates and availability. Exclusions apply.
- Can I track my order?
Tracking info is available on request. Please contact us for your tracking information if needed.
- My Item has not turned up! Where is it?
In the unlikely event that your item does not arrive in the stated time and you have not received any contact from us or our courier service please contact us and we will investigate your order further. Please ensure the courier has not left a delivery attempt card at your address or has not attempted to deliver your order to a neighbour.
- My Item is the wrong size! Can I exchange it for a different size?
Yes! Providing that an alternative product is in stock we will be happy to send you a replacement size at no additional cost. Simply fill out our returns form here and send the item back to us. Once we have confirmed a replacement is available we will post it out to you as soon as we receive the first item back into stock. We reserve the right to refuse this service where postage costs become uneconomical for us.
- I want to return my item. How do I get a refund?
At h2omudnsnow.com we operate a 14 day limited returns policy in line with distance selling regulations. If you are unhappy with your order for any reason you can return the item for a full refund no questions asked as long as the item is returned back to us within 14 days of the dispatch date. We insist that all items must be returned in a saleable condition to be eligible for a full refund. The item must be in its original packaging where present with all product tags and labels intact. If the item shows any signs of use or damage then a refund cannot be issued. Our discretion on this matter is final. Footwear for example can be tried on inside the house on a clean surface and must be returned having not been worn outside.
Items that are defective or damaged for whatever reason that are returned outside of this time period will most likely be covered by manufacturer’s warranty and may therefore be eligible for a replacement or refund. Please contact us before you return your item in this instance and we will advise you on the best course of action.
We can take no responsibility for items being returned to us getting lost in the post. Because of this we recommend that all items are sent back to us using at the very least Royal Mail signed for and suggest sending high value items recorded or special delivery with insurance. Unfortunately we are unable to refund postage costs under normal circumstances.
All returns must be accompanied by or be sent after submitting a completed returns form. Items returned without any prior contact with us will not be refunded.
Please see the shipping and returns section of our website here for our returns form and address.
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If i sign up to your mailing list/Facebook page what will you send me?
When you sign up to our mailing list and facebook page we will send you news, information and promotional deals to use in store or on the website. You will get exclusive deals and access to the newest and most up to date stock drops. H2omudnsnow.com will never give your information to 3rd parties or disclose personal information given to us to anyone.
If you are asked to participate in any customer surveys in the future these will be 100% confidential and you have the option to opt out of any mailing service at any time.