Shipping FAQ

  1. How can I order online products from the MOUNTAIN shop?

Ordering from the MOUNTAIN shop goes through a few simple steps. We advise you to create an account to order. This makes ordering easier in the future and allows you to check your order history. To do this, go to ‘Account’ at the top of the page. Here you click on ‘Create Account'. You can then enter your details to create your own account. You do not always need an account to order.

Step 1

Click on the correct variant where applicable for the desired item and then on click on ‘Add to Cart’. The item will now be placed in your shopping cart. You can now continue shopping or finish.

Step 2

If you want to complete your order, click on basket at the top of the screen.

Step 3

Check the details of your order in your shopping cart and proceed to check out by either clicking on ‘Check out’ or one of the quick payment systems from Amazon Pay, PayPal or Google Pay.

Step 4

If you are not logged in, you can do so in the next screen. You can also order here without creating an account. If everything is filled in correctly, click on ‘Continue to shipping’. If you have an applicable discount code you can enter it during this step.

Step 5

Select the shipping methods and click ‘Continue to payment’.

Step 6:

Select your payment method and click on ‘Review your order’.

Step 7:

Review your order and click on ‘Complete your order’. Your order has now been placed and you will receive an order confirmation by email. 

  1. Do I need an account to order?

We advise you to create an account to order. This makes ordering easier in the future and enables you to check your order history. To do this, go to ‘Account’ at the top of the page. Here you click on 'Create Account. You can then enter your details to create your own account. You do not need an account to order. 

  1. What are the delivery costs?

The shipping costs will vary depending on your location and value of the order. The specific shipping costs for your location are specified during checkout. 

  1. Can I change or cancel my order?

Because we want to guarantee a very fast delivery, many of our processes are automated.

Cancellation is only possible if you cancel before having received a shipping notification.

If you have already received your shipping notifications please wait for receipt of your order and contact customer service within 14 days to arrange the return shipment.

If the address details are incorrect, DHL will always try to find the correct address. If this does not work, the package will be returned to sender. You can try to have the package delivered to the nearest DHL service point via DHL. You can do this in the DHL app, after you have received the track and trace of the shipment. If you have any questions related to shipping please contact customer service

  1. In which countries can I receive my order / In which countries can I receive my order?

We currently ship to USA, Germany, Austria, Italy, France and Netherlands. In case you experience any issues please contact customer service.

  1. I forgot my password.

Go to ‘Account’ at the top of the page and click on ‘Forgot your password?’ 

If you have forgotten your password, enter your e-mail address immediately and click on ‘submit’. Within a few minutes you will receive an e-mail from us with a personal link. Click on this link to enter a new password. 

  1. Where can I change my personal information?

When you log in to your account, you can change your personal details yourself and you can enter or change multiple addresses here. You can also view your orders. 

  1. Can I also order via my tablet or smartphone?

We have an optimized mobile site, so ordering via a tablet or smartphone is possible. 

  1. If I place multiple orders on the same day, will I pay more shipping costs?

Yes, you pay shipping costs every time you place an order. Our system sees this as a separate order, so it is cheaper to order everything at once. Orders cannot be adjusted after they have been placed. 

  1. I have not yet received an order confirmation.

If you have not received an order confirmation after an hour and the email is not in your spam/junk folder, please contact our customer service. It is possible that your order did not go through properly. 

  1. What are the shipping times?

Order are shipped within 1-2 working days. Despite the utmost care for the correct delivery times, it can sometimes happen that an order is shipped a day later.

In exceptional cases (e.g. during extremely busy times) the shipping times may deviate. In that case, this will be clearly stated in the shopping cart and the order confirmation.

  1. How will my order be delivered?

You can have your delivery delivered to your delivery address. If you are not at home the first time, the courier will try to deliver the package to the neighbors depending on the value of your order. If this is not possible, the postman will leave a notice or will deliver it at a DHL Service Point. Please check your email for further information or contact customer service

  1. Can I track my order?

After your package has left our sorting center and has been handed over to DHL, you will receive a shipping confirmation from us with your Track & Trace number, with which you can track the status of your order. Orders are shipped within 1-2 working days. You can then enter the code at to track your order until it has been delivered. 

  1. Can I have my order delivered to someone else?

When you place your order, you can choose to have it delivered to a different delivery address. 

  1. What should I do if I have received a wrong/damaged item or am missing an item?

If an item is missing or damaged, always contact our customer service.

 If you have received a different item than ordered, contact our customer service. When you return a different item than you ordered, a manual action is required when refunding your payment.