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FAQs


Ordering

Can I cancel my order?

Yes. All orders can be cancelled at any time before they are despatched. Typically, all in-stock items will be despatched within 8 hours of order confirmation. It is not possible to cancel an order after an item is despatched. You can check the status of your order online at any time using My Account. Sign in to your account and click the 'Order' tab. To cancel an order please contact our customer care team on +442039675498.

Can I change my address on an order I have placed?

Unfortunately we are unable to change the address on an order already placed. However if your order has been placed within 24 hours it may be possible to cancel it and replace your order using another address. Please contact Customer Care to find out more.

Can I place an order by email?

Yes, all orders must be placed online through our web site or through our Customer Care team at [Javascript protected email address]

Can I place an order by telephone?

No. Please contact us at [Javascript protected email address] and we can assist you with your order.

Can I track my order?

Yes. Once your order is despatched from our UK Distribution Centre, you will receive an email with order details, payment confirmation and a tracking link. Click the link to track the status of your parcel. The status of your order will also be updated in My Account. Sign into your account and click 'order' to check status. If you require any further assistance please contact our customer care team.

Can my order be gift wrapped and/or include a gift message?

We do not currently offer gift cards or gift messages. All orders are packaged in a box embossed with the Edmund Hillary logo, and protected by branded tissue paper.

How do I check the status of my order?

You can check the status of your order online at any time using My Account. Sign in to your account and click the 'Order' tab. All orders placed will be shown with the newest order first. Select the order that you wish to view to see full details.

How do I know what size to order?

To check which size to order please refer to our size charts. Detailed product information is listed on each product page and can assist in giving a sense of fit. If you are still unsure which size to order please contact customer care for guidance.

How do I pay for my order?

Payment can be made using the following credit or debit cards: Visa, Visa Debit, Visa Electron, Mastercard, Debit Mastercard and Maestro.

How will I know that Edmund Hillary has received my order?

Once you have placed an order, we will send you an order acknowledgement email. Please contact Customer Care with your order details if you do not receive this email.

What credit / Debit cards can I use on the on- line store?

We are happy to accept Visa, Visa Debit, Visa Electron, Mastercard, Debit Mastercard and Maestro.

What happens after I place an order?

After placing an order you will be sent a confirmation e-mail confirming the items and billing and delivery information. Once the item is dispatched we will send you a confirmation email with courier tracking information and an attached invoice.

When will I receive my order?

Please refer to our shipping delivery times for more information click here. We aim to ensure that all orders pass through customs as quickly as possible, but we cannot be held liable for any orders held in customs.


Delivery

Can I ask for a different delivery address?

Yes, you can select a delivery address on the checkout pages. We support delivery to the UK and a select number of worldwide locations. (see our shipping information page)

Do I get charged for each item?

You will be charged a single delivery fee per order. Please refer to our shipping fees for more information. 

Do I have to create an account to place an order?

Yes , simply fill in your details on the website and we will process your order.

Do you ship to multiple shipping addresses?

No. We can only ship your online order to one location. Please place separate orders for multiple delivery addresses.

Does Edmund Hillary deliver to Post Office Boxes, Military Bases or Freight Forwarding Addresses?

No. We do not deliver to PO Boxes, Military Bases or Freight Forwarding Addresses.

How much will I be charged in import taxes and duties?

We will deliver to most countries but for the following countries we pay for and manage all duties and sales taxes, and all returns are free: United Kingdom, Austria, Belgium, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden, New Zealand, Australia, USA, Canada This means all import duties / customs taxes and local sales taxes are included in the price of the product. If you are ordering products for countries outside the list above you may be liable to pay import duties and sales taxes if applicable, and unless the goods are faulty returns will be at your cost. If the goods are faulty we will refund you the cost of the postage.

What are the delivery charges?

Please refer to our shipping fees for more information. We will deliver to most countries but for the following countries we pay for and manage all duties and sales taxes, and all returns are free: United Kingdom, Austria, Belgium, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden, New Zealand, Australia, USA, Canada This means all import duties / customs taxes and local sales taxes are included in the price of the product. If you are ordering products for countries outside the list above you may be liable to pay import duties and sales taxes if applicable, and unless the goods are faulty returns will be at your cost. If the goods are faulty we will refund you the cost of the postage.

Where does Edmund Hillary deliver?

We will deliver to most countries but for the following countries we pay for and manage all duties and sales taxes, and all returns are free: United Kingdom, Austria, Belgium, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden, New Zealand, Australia, USA, Canada For countries outside this list we will deliver the product but if applicable you may be responsible for paying for any duties, sales taxes and the cost of non-faulty returns.


Sizing

How can I select the correct size of item for me?

Each item has a size guide window you can click to view that breaks down the size in cm and inches for the various sizes the item comes in. You can use this guide to select the correct size for you.

If you have any further questions please contact [Javascript protected email address]


Returns

Can I exchange an item(s)?

No, I’m afraid that at this time we do not offer exchanges. You will need to return your item, receive your refund, and then re-order the different product.

Can I return an item(s) to a Edmund Hillary Store?

No. It is not possible to return an online order to a store stocking Edmund Hillary clothing unless it was purchased from that store.

How do I return an item(s) I've ordered online?

 Returns are simple and complimentary for the following countries: United Kingdom, Austria, Belgium, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden, New Zealand, Australia, USA, Canada. For details on how to complete a return please visit our returns section. If you are returning a non-faulty product from outside these countries you will be responsible for organising the return and paying for the cost of postage. If the product is faulty we will refund the cost of the postage.

How quickly do I need to return an item(s)?

A returns authorisation request must be submitted within 30 days of ordering the product.

Is there a deadline for returns?

If an item needs to be returned then you have 30 days from the original order to let us know.

When do I get my refund?

Refunds will be made as soon as the returned Goods are received. Please allow 14 days for the payment to be credited back to your account. 


Misc.

How can I get in contact with an advisor?

You can email us at anytime, please use the contact page for further details.

Are Edmund Hillary clothes suitable for extreme weather conditions?

These clothes have been designed as high-quality fashion clothing items. Although some of the fabrics have been replicated from the original Everest Expedition they have not been tested to withstand extreme conditions. We recommend that you take advice from outdoor professionals when purchasing gear for extreme conditions.

Are your products ethically sourced and produced?

Ethical sourcing and production is of utmost importance to the Hillary family and the Edmund Hillary Collection. We use ethically sourced goose down and feather sourced from Minardi Piumini in Italy. They guarantee that their down is a by-product of the poultry industry, harvested from the nests of geese and has not come from live plucked or force-fed birds.

Can I collect my order in store?

No. At this time, we do not offer an in-store pick up service. All online purchases will be shipped to you directly.

How do I change my account details?

To change your account details, go to My Account and sign into your account using your email address and password. Click 'Account Details' and update your details and remember to 'Save Changes'.

How do I contact Edmund Hillary?

Emailing us at [Javascript protected email address] is the best way to contact us and ensure you include all relevant details so we can easily answer your query.

How do I find out more information about an item(s)?

Each product page includes information about the product design, size & fit, fabric composition, care instructions, country of origin and dimensions. Product imagery is available on all product detail pages including a high quality zoom functionality. If you require any other product information, our customer care team would be happy to advise.

How do I take care of my Edmund Hillary item(s)?

We include as much information as possible within the product page for each item. On each product page, there is a complete description and detailed information about fabric composition. If there is any further information that you require about an item(s) please contact customer care at [Javascript protected email address]

How do I unsubscribe from your newsletter?

You can unsubscribe at any time by clicking the 'unsubscribe' link found in the footer of every newsletter. Alternatively visit My Account, sign in, select 'Account Details', 'Email Settings' and then select 'Unsubscribe'. Remember to save your changes.

How much do you contribute to the philanthropic causes?

. The sale of every product from our collection will generate a donation. Buying an Edmund Hillary product directly contributes to our identified causes. 100% of the contribution goes towards the cause as we bear all other administrative costs. It is a calculation based on a percentage of the wholesale price of each product. It equates to 2% of our sales revenue or approximately 10% of our sales margin. 

If an item is out of stock, can I be notified when it becomes available?

If an item is out of stock please contact us at [Javascript protected email address] and we will let you know when the item is due back in stock.

Is shopping online with Edmund Hillary secure?

Yes. Our site features state-of-the-art security systems to encrypt your payment details, making it impossible for them to be read over the Internet. For full details, see our Privacy Policy.

My order has been damaged on delivery, what should I do?

If your order has been damaged on delivery, please contact our customer care team within 48 hours of delivery on +442039675498 or [Javascript protected email address].

What do I do if I have forgotten my password?

To reset your password, please visit to the ‘Login/Register’ tab at the top of the web site. Then click on the ‘forgotten password’ link, enter your email address and we will send you an email to rest your password.

Where can I have Edmund Hillary items repaired?

Please contact customer care on [Javascript protected email address] for further advice.


If you are interested in becoming a retailer of our collection please contact us using these details.