We fulfill orders within a maximum of 24 hours after placing an order. If it takes longer to prepare it, you will see information about the approximate delivery time when placing the order.

When paying with a bank card, the order completion time is calculated from the moment of receiving a positive payment authorization.

Prepared parcels are delivered to couriers from Monday to Friday, and the estimated delivery time to the Polish region is 1-2 business days. More detailed information about the cost and delivery time can be found on the delivery tab.

If you are concerned about specific delivery times for your order, please post a message during delivery or contact our customer support team: kontakt@mountainexplorers.eu

You can constantly check the order completion status in your user account. In addition, we send information about changes in the order status to the email address you provided when making the purchase. Emails will be the only source of information if you haven't created a user account.

If for any reason you are not sure about the status of your order, please contact our customer service team : kontakt@mountainexplorers.eu

& #8211; it's your choice. You can complete the order without creating an account. However, we recommend that you create one and join the Mountain Explorers Club, as you will not only get access to your transaction history and track order fulfillment, but also start accumulating points that you will exchange for additional discounts and gifts. You can read more about the Mountain Explorers Club here.

We understand that sometimes you need to change your plans. If you would like to cancel or change your order, please contact our website. Customer Service Bureau. If your parcel has not yet left our warehouse, we will help you effectively. 

& # 8211; we issue a VAT invoice. To get a VAT invoice, you must specify the TIN number and all the necessary data when placing an order. In accordance with the Polish legislation effective from 1.01.2021, it is not possible to issue a VAT invoice without specifying the buyer's TIN on the receipt.

Our payment gateway supports Blue Media. Here you will find all the most popular methods, such as:

  • Instant bank transfers and Pay by link – automatic payments from major banks, including iPKO, Pekao24 and others,
  • Card payments – including VISA, Visa Electron, MasterCard, MasterCard Electronic and Maestro,
  • BLIK – payments using your bank’s mobile app, 
  • installment plan online, 
  • Apple Pay,
  • Google Pay.

You can find the full list on the banner below: 

A message confirming the temporary booking of the order should be sent to your email address specified when placing the order, which allows you to create another payment attempt using the link you sent. If you still encounter any problems, please contact our customer service department: kontakt@mountainexplorers.eu

If you want to make a payment transfer, we have dedicated accounts for making order payments in PLN and EUR currencies. Depending on the currency in which you completed the order, choose the correct one.

Data for making payments in PLN:

Account number: 81 1870 1045 2078 1079 2385 0001

Company Name: MOUNTAIN EXPLORERS EUROPE

Bank : Nest Bank 

During the payment process, after adding up the order price, you will be able to enter the voucher code and apply it to the transaction. You will receive a discount based on the cost of the voucher, which will be described in detail in the cost summary. 

Ordered items are delivered via INPOST and DHL.
InPost provides both courier services and delivery to your chosen package or pick-up point. InPost services are only available on the territory of Poland.
DHL provides traditional courier services both at home and abroad.
During order fulfillment, you have the option to choose the delivery method that is most suitable for you.

You can find information about shipping costs in the tables below. Estimated delivery time to the Polish region is 1-2 business days. Expected delivery times to other countries vary, and at the moment we fulfill such orders individually. For a complete list of countries to which we can send the parcel, along with the estimated delivery time, see the section: “Is it possible to ship abroad in Poland? If you are interested in a specific date of receipt of the parcel, please describe it in the comments when placing an order or contact our customer support team. We will make efforts to help coordinate this. Expenses of InPost & #8211; pachkomaty Poland Cost of delivery in Polish:
Order price ME Club Order without registration
up to 150 PLN  PLN 10.00  PLN 16.00
150 & #8211; 449 PLN 0 PLN  PLN 10.00
450 PLN +  0 PLN  0 PLN 
Inpost Expenses & # 8211; Courier Poland Delivery to Polish: 
Order price ME Club Order without registration
up to 150 PLN  15.00 PLN  PLN 18.99
150 & #8211; 449 PLN PLN 10.00  15.99 PLN
450 PLN +  0 PLN  0 PLN 
Cost of DHL Poland Delivery to Polish:
Order price ME Club Order without registration
up to 150 PLN  15.00 PLN  PLN 23.99
150 & #8211; 449 PLN PLN 10.00  PLN 19.99
450 PLN +  0 PLN  0 PLN 

At the moment, we carry out such mailings for individual orders of our clients after preliminary contact with our customer service department. We send orders to Europy using the DHL offer.
In the following table, you will find the price list and estimated delivery time. Delivery time is specified in business days based on about the average transit time that we informatively receive from the courier company. Detailed information about the order completion rate will be provided by DHL in the shipping tracking option. The estimated transit time is calculated from the next day after the parcel is sent.

 

country
target

shipping cost & # 8211; currency PLN

estimated delivery time & # 8211; number of days 

Austria  

  59.00 

2

Belgium  

  85.00 

2-3

Bulgaria  

  85.00 

5

Croatia  

  85.00 

4-5

Cyprus  

  85.00 

10

Czech  

  49.00 

2

Dish  

105.00 

3-4

Estonia  

85.00 

3-4

Finland  

130.00 

4-5

France  

152.00 

4

Greece  

109.00 

7

Spain  

153.00 

3-4

Netherlands  

59.00 

2

Irish  

164.00 

4

Lithuania  

64.00 

2-3

Luxembourg  

90.00 

3-4

Latvia  

56.00 

2-3

Germany  

49.00 

2

Portugal  

152.00 

4-5

Romania  

77.00 

4-5

Slovakia  

48.00 

2

Slovenia  

51.00 

4-5

Sweden  

79.00 

3-4

Hungary  

52.00 

2-3

Italy  

89.00 

3-4

 

You can pick up the items you ordered from our store at 9 kuznice St., 34-500 Zakopane, during the store's opening hours. You can also unpack your order and use the fitting room. Welcome!

Any product that is available in the online store mountainexplorers.eu and it is marked as available in a regular store you can book and pick up for free within 3 days after receiving the order preparation information.

Any product that is marked as available only online, you can purchase and order with personal pickup in the store, and information about the order's availability for pickup will be sent to your email address. The time of receiving the paid Order is 7 days.

According to Polish law, you can file a complaint within 2 years from the date of purchase. A complaint must be filed as soon as possible after the defect is detected. 

If you notice a defect, please contact us via your customer account, live chat, WhatsApp or by sending an email to your address reklamacje@mountainexplorers.eu

Taking into account our concern for the environment, we suggest that at the first stage you provide us with photos and descriptions, on the basis of which we can proceed with the consideration of the complaint. In the next steps, our team will let you know if you will be required to send us an item. 

Send it to us:
& #8211; general and detailed photos showing the defect,
& #8211; Damage description,
& # 8211; description of the circumstances of the defect occurrence,
& # 8211; description of the circumstances of the defect detection.  

 

Yes, according to the law, you have the right to return the purchased products. Just let us know your intention within 25 days from the date of delivery of the order. You can implement the refund process using If you don't have an account, please contact our support team at kontakt@mountainexplorers.eu.
For more information about refunds, see store rules:nkt IV & #8211; right to terminate the contract and guarantee*.

* A deviation from the rule is the return of underwear such as boxers, socks, panties, bras, which for hygienic reasons, in accordance with Article 38, paragraph 5 of the Law on Consumer Rights, we do not accept.

If you have registered an account in our store, you are a member of the Mountain Explorers Club and receive a free refund for all orders for the minimum amount. 150 rubles. You can return orders for a lower amount with the help of our couriers for a symbolic 10 zlotys or any method you choose that allows you to generate a confirmation of the shipment of goods.

If you are not a member of the Mountain Explorers Club, you send the order at your own expense. You can use any supplier for your return delivery, but it is important to have confirmation of shipment within 25 days of receiving the order. 

Items that you want to return or exchange must be sent to:
Mountain Explorers Europe Sp z o.o.
Customer Support Service & # 8211; Online Store
9 Kuznitsa St.
34-500 Zakopane

We have prepared several contact forms & #8211; choose the one that is most convenient for you. 

Phone contact: + 48 780 520 303

Chat & # 8211; messenger: https://m.me/mountainexplorersgear

WhatsApp: https://wa.me/780520303

Email: kontakt@mountainexplorers.eu

Our Customer Service team is available from 9:00 to 17:00. We may also reply to messages outside these hours. We aim to handle all enquiries efficiently and respond as quickly as possible. 

If you want to take the advice of our experts, you can book one of the available dates, which you can find at this link: https://calendly.com/mountainexplorers