Redpoint Climbing - FAQ

 

  1. Returns, Cancellations, Exchanges & Warranties
  2. Shipping, delivery & tracking
  3. Payment
  4. General
  5. Product Information

 

RETURNS, CANCELLATIONS, EXCHANGES & WARRANTIES

CAN I RETURN AN ITEM BECAUSE I CHANGED MY MIND?

Yes. To help you with finding the right size, we offer one free return or size exchange for domestic climbing shoes purchases. This means that we will cover the cost for you to return the item to us, whether you prefer a refund or a size exchange.

Here are our simple rules of return:

  • You have 30 days from purchase to return the item(s) back to us
  • Item(s) must be in the original packaging, which must be in their original conditions. This includes shoe boxes and any inserts
  • Item(s) must be unworn and unused with the original tags still attached

For chalk returns, you will have to cover the cost of returning the product to us.

I ORDERED THE WRONG SIZE. CAN I EXCHANGE FOR A DIFFERENT SIZE?

Yes. To help you with finding the right size, we offer one free return or size exchange for domestic climbing shoes purchases. This means that we will cover the cost for you to return the item to us, whether you prefer a refund or a size exchange.

HOW DOES YOUR EXCHANGE OR RETURNS PROCESS WORK?

Follow these 4 easy steps:

  1. Fill in the Return Form
  2. If your return is approved, a pre-paid postage label will be emailed to you
  3. Package the item(s) for postage, ensuring the original packaging (e.g. shoe box) is protected inside a satchel or box
  4. Attach the pre-paid postage label to the outer packaging and drop it off at one of Sendle’s 600 drop off locations including BP petrol stations, newsagencies and pharmacies

CAN I RETURN OR EXCHANGE AN ITEM IN STORE?

If you have purchased your item from a climbing gym or retail store, you can return the item at the same place you purchased it from, subject to the retailer’s terms and conditions.

WHEN WILL MY RETURN BE PROCESSED?

It can take up to 14 working days for your return to reach us and once it has, we'll drop you an email to confirm we've received your returned parcel and the details of your refund. Once you receive this email, it can take up to 14 working days for the funds to reach your account, depending on your payment provider. If you haven’t received this email, please check your junk mail.

HOW WILL I BE REFUNDED?

All refunds are reverse transactions back to the same payment method you used when you placed your order. Redpoint Climbing cannot refund your order to a different card or a different payment method.

WHAT HAPPENS TO MY REFUND IF MY CREDIT CARD IS NO LONGER IN USE?

Your refund will still go back onto the card used on your order as long as the card account is still open. When a card is lost, stolen or cancelled, we can still refund that card. Redpoint Climbing cannot refund your order to a different card.

HELP! I MADE A MISTAKE ON MY ORDER. CAN I CHANGE OR CANCEL IT?

Email our friendly customer service team at support@redpointclimbing.com.au as soon as you can, citing your order ID. We can only cancel the order if we haven’t shipped it yet.

I HAVE RECEIVED THE WRONG ITEM. WHAT SHOULD I DO?

All our products pass multiple quality checks before they are dispatched. However, should a mistake occur, we are sorry to hear this and want to get this resolved as quickly as possible. As soon as you discover a fault or mistake, please email us at support@redpointclimbing.com.au. You'll need to provide:

  1. Your order number
  2. Details of the faulty item and a description of the fault or mistake
  3. Photos of the fault or mistake

Redpoint Climbing will cover the return freight as well as any delivery fees for sending you a replacement. If you request a refund, we will credit the original purchase price back to the same credit card or PayPal account that you originally paid from.

CAN I RETURN MORE THAN ONE ORDER IN THE SAME PARCEL?

Yes, submit your returns form on the same day so that we can process both orders together.

I’VE CHANGED MY MIND A SECOND TIME. WHAT SHOULD I DO?

Our fair use policy caps free return or size exchange at one per customer per year. If you wish to return again after exceeding this limit, we will still accept your return at your own postage expense plus a $24.95 administration fee. If you are unsure, please contact our friendly customer service team via support@redpointclimbing.com.au.

MY ITEM WAS FAULTY WHEN I RECEIVED IT. WHAT SHOULD I DO?

All our products pass multiple quality checks before they are dispatched. However, should a mistake occur, we are sorry to hear this and want to get this resolved as quickly as possible. As soon as you discover a fault or mistake, please email us at support@redpointclimbing.com.au. You'll need to provide:

  1. Your order number
  2. Details of the faulty item and a description of the fault or mistake
  3. Photos of the fault or mistake

We will cover the return freight as well as any delivery fees for sending you a replacement. If you request a refund, we will credit the original purchase price back to the same credit card or PayPal account that you originally paid from.

IS MY ITEM COVERED BY WARRANTY?

Yes. Redpoint Climbing products come with a 12 month warranty from the original purchase date that covers defects in materials or workmanship used in or associated with the manufacture and assembly of the product. This means we will cover the shipping cost for you to return the faulty item(s) back to us, and we will also cover the shipping cost of sending you a replacement.

HOW DO I MAKE A WARRANTY CLAIM?

Follow these 4 easy steps:

  1. Fill in the Return Form
  2. If your return is approved, a pre-paid postage label will be emailed to you
  3. Package the item(s) for postage, ensuring the original packaging (e.g. shoe box) is protected inside a satchel or box
  4. Attach the pre-paid postage label to the outer packaging and drop it off at one of Sendle’s 600 drop off locations including BP petrol stations, newsagencies and pharmacies

HOW CAN I RETURN MY ITEMS IF I’M OUTSIDE OF AUSTRALIA?

We are happy to accept returns from outside of Australia at your own cost, as long as it meets our simple rules of return. Unfortunately we’re not able to offer an exchange on returned items for International customers - you'll automatically be issued a refund for any returned items. If you want a different size or item, you’ll need to place a new order. Before you do so, email us first at support@redpointclimbing.com.au and depending on the country, we may be able to help you out with discounted shipping.

 

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SHIPPING, DELIVERY & TRACKING

DO YOU OFFER EXPRESS DELIVERY?

If you live in Victoria and you desperately need your shoes, please email us at support@redpointclimbing.com.au immediately after you have completed your order, with the order ID and when you need the shoes by. We can then work out what is possible.

CAN I HAVE MY ORDER DELIVERED TO MY WORK ADDRESS?

We can deliver to your work address if this is more convenient for you. You'll need to make sure someone is available to receive the parcel. Please include the business name in the delivery address when you make the order. Please note that we cannot deliver to PO Box addresses or Australia Post parcel lockers.

HOW CAN I TRACK THE DELIVERY OF MY ORDER?

You should automatically receive tracking notifications by email within 24 hours of the order leaving our warehouse.

WHY HAVEN'T I RECEIVED A SHIPPING CONFIRMATION EMAIL?

Firstly, it might be worth checking your junk mail if you've not shopped with us before. Make sure Redpoint Climbing is on your safe senders list. We aim to dispatch your item(s) within 3 business days of payment clearing with most items being dispatched within 24 hours. If you still haven’t received an email after 5 business days from the date of purchase (2 days to allow payment to clear + 3 days dispatch), please email our customer service team at support@redpointclimbing.com.au with your order ID.

MY DELIVERY ADDRESS IS WRONG. CAN I UPDATE THIS?

Please email us at support@redpointclimbing.com.au as soon as you can, citing the name on your order and the order ID. We will do our best to update the delivery address before it is shipped.

WHAT IF I’M NOT HOME TO RECEIVE THE DELIVERY?

If the driver can’t deliver it on the first try, they will leave a card to organise a redelivery or they’ll take it somewhere nearby (such as a newsagency or service stations) for you to collect at their convenience.

It's important to us that every parcel completes its journey safe and sound, but sometimes there are locations that may not have nearby collection points to make this possible. If this is the case, Sendle may opt to have these parcels returned to the sender.

DO YOU OFFER CLICK & COLLECT?

No, we don’t offer click & collect at the moment.

WHO DO YOU PARTNER WITH FOR POSTAGE AND SHIPPING

Redpoint Climbing partners with the most reliable and carbon-neutral courier options for your postcode. This is most likely Sendle for metro postcodes and AusPost for regional postcodes.

 

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PAYMENT

WHERE DO I ENTER A DISCOUNT CODE OR COUPON CODE?

From the shopping cart, click on the 'Check out' button. This will take you to the check out page. Then,

  • On mobile phones, click on the link 'Show order summary' at the top of the check out page to access the discount code field.
  • On desktop computers or laptops, the discount code field is on your right, just above cart total $.

WHICH CREDIT CARDS DO YOU ACCEPT?

We accept all major credit cards including Visa, Mastercard and American Express.

DO I NEED TO PAY GST?

10% GST is already included in the prices for Australian customers and 15% for New Zealand customers.

CAN I PAY FOR MY ORDER IN INSTALMENTS?

Yes, we have partnered with Afterpay to offer you payment by instalments. Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest. Gift cards are not eligible for Afterpay. If you are purchasing gift cards along with Afterpay eligibleproducts, you will need to place two separate orders.

HOW DO I USE AFTERPAY?

Simply add items to your shopping bag and checkout as normal. At the checkout choose Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase.

HOW DOES THE AFTERPAY PAYMENT SCHEDULE WORK?

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account. You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so. If funds are not available or you otherwise do not make your payment when it is due, late fees may apply. Click here for complete terms.

HOW DO I RETURN OR EXCHANGE AN ITEM PURCHASED USING AFTERPAY?

You can return your Afterpay purchase for a refund, providing that your return meets Redpoint Climbing's return policy. Afterpay will be notified of your return and will process the appropriate refunds. Please follow Redpoint Climbing's return process. Do not return your purchase to Afterpay. If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com.

IS IT SAFE TO PURCHASE ONLINE? HOW SECURE ARE MY CREDIT CARD DETAILS?

Our website is supported by Shopify. Shopify encrypts your credit card data through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. Redpoint Climbing does not retain credit card information after completion of your order. Please read our Privacy Policy for more information.

I DON’T TRUST ONLINE ORDERING. CAN I PHONE ORDER INSTEAD?

You can email us at hello@redpointclimbing.com.au with your phone number and details of the items you wish to purchase. We will give you a call to confirm the order. We can only accept bank transfers over the phone. We will provide you with our bank details when we call you to confirm the order. Delivery will take a little longer with bank transfers as we will need to wait a couple of days for the payment to show in our bank account.

I AM AN INTERNATIONAL CUSTOMER. HOW CAN I PAY AND WHAT CURRENCIES DO YOU ACCEPT?

We accept credit cards and PayPal. If your payment card is registered with a different currency to the Australian Dollar, then your bank will convert the price using their exchange rate.

 

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GENERAL

IS THERE SOMEWHERE I CAN GO TO CHECK OUT THE PRODUCT BEFORE PURCHASING?

Redpoint Climbing’s products are stocked at select climbing gyms, bouldering gyms and climbing retailers in Australia. If you have any questions about our product, please email us at support@redpointclimbing.com.au. Don’t forget to check out the sizing guide.

CAN I GET A DISCOUNT ON COMMERCIAL QUANTITIES OR BULK BUYS?

For orders over 10 quantities per item, please email us first at hello@redpointclimbing.com.au

HOW ARE YOU SUSTAINABLE?

Our packaging is a 100% post-consumer box with paper wrapping. All of our shipping materials are 100% recyclable and biodegradable. Our preferred courier is Sendle, Australia’s first 100% carbon neutral delivery service and certified B Corporation. Read up on how we are mindful of our environment.

I’M HAVING TECHNICAL ISSUES WITH YOUR WEBSITE. WHAT SHOULD I DO?

Please contact us at support@redpointclimbing.com.au with details of the technical issue, including screengrabs, where possible. 

WHERE IS YOUR BUSINESS LOCATED?

Redpoint Climbing Shoes is located in Ormond, Victoria. You can send us a letter at PO Box 3 Ormond VIC 3204 Australia.

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PRODUCT INFORMATION

HOW DO I LOOK AFTER MY SHOES?

Shoes that are suede leather should not be washed with water or detergent. Instead, use a suede brush or lightly rub with a towel. After each wear, please keep all climbing shoes well ventilated. Indirect sunlight helps reduce bacteria and odour, but NEVER leave climbing shoes in direct sunlight or a hot car as high temperatures can deform the rubber.

WHAT’S THE DIFFERENCE BETWEEN LIQUID AND DRY CHALK?

Both liquid and dry chalk helps to absorb sweat on your hands and improve your grip. Liquid chalk is dissolved in a quick drying alcohol that gives you longer lasting and more even coverage compared to dry chalk. This means more chalk on your hands and less chalk dust in the air!

WHY DOES THE COLOUR OF MY SHOES LOOK DIFFERENT?

When purchasing leather products including suede, please remember that it is a natural product & some variations between pairs in terms of colour and finishes may occur.

DOES YOUR LIQUID CHALK CONTAIN RESIN/ROSIN?

No, our latest formula does not contain resin. However, there are some remaining 100ml bottles from an old batch that contain resin. This is clearly marked on each bottle label.

DOES YOUR COLOURED CHALK CONTAIN DYES? IS IT SAFE?

The natural rock mineral pigments we use are skin safe and ethically harvested. It has not been tested on animals. We don’t use coloured dyes that can leach into the rock or wash away over time, leaving behind white residue.

 

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