Free shipping throughout Spain for purchases over € 60 | -5€ Store Pickup

HOW TO BUY

Buying at MountainGroup.es is very simple.

You just have to follow the following steps:

01.

Find the product you need by browsing our website.

02.

Decide if you prefer to view the product or if you want to buy it directly. In case you want to visualize it, click on the image or on the title to access the details and if you want to buy it directly, click on “Buy now”.

03.

By pressing on “To buy” the chosen item will be added to your shopping cart. At this time you can continue browsing and adding products to the cart by following the steps 01 Y 02 again, or if you prefer to finalize the purchase and make the payment you can do it 2 different ways. First click on the cart icon located to the right of the top menu to access the shopping list that will appear on the right of the screen. Once there, decide if you want to access the cart page to see all the shipping details by pressing “Show car” or if you prefer to make the payment directly by clicking on “Finish Purchase”

04.

Choose if you want to pick up your order in our showroom on Calle Ribera de Curtidores, in Madrid, or if you prefer to receive it by mail at the address you choose.

05.

Once you have entered your data, check that they are correct and click on “Confirm Purchase”.

06.

Select the most convenient payment method for you: VISA, MasterCard, AMEX, PayPal or Bank Transfer.

07.

Done, wait to receive your order. Throughout the day you will be sent an email in which you will be informed of the period in which you will receive your purchase, being able to vary from 48 hours if we have it in stock until 7 days if we have to order the item from the brand's central warehouses.

PAY

WHAT FORM OF PAYMENT CAN I USE TO MAKE MY PURCHASE?

We have the following means of payment: VISA, MasterCard, AMEX, PayPal or Bank Transfer.



VISA. Buy safely with RedSys and ServiRed, the most used and secure payment platform for Visa cards in the country.

MasterCard. Buy safely with RedSys and ServiRed, the most used and secure payment platform for Visa cards in the country.

AMEX. Buy safely with RedSys and ServiRed, the most used and secure payment platform for the American Express card in the country.

PayPal. Buy safely with PayPal, the most widely used and secure electronic payment platform in the world.

Wire transfer. When making the purchase you will be indicated the account number where you will have to make the transfer.

DO I HAVE TO VERIFY MY PURCHASE?

With the new European regulation PSD2 for payments, purchases with a credit or debit card may require verification. This verification is normally through your bank's app or through a temporary code. If you can't process your purchase, contact our Customer Service team.

WHY CAN MY CREDIT CARD BE REJECTED??

Your card may be declined for one of the following reasons:

  • The card could be expired: check that your card does not exceed the validity date.
  • Card limit may have been reached: check with your bank that the card has not exceeded the amount allowed to make purchases.
  • Some data entered may be incorrect: Check that you have correctly filled in all the necessary fields.

CAN I GET AN INVOICE ON BEHALF OF MY COMPANY?

Yes. You just have to send us an email to info@mountaingroup.es.

IS IT SAFE TO USE MY CREDIT CARD ON THE WEB?

Yes, the data is transmitted securely with SSL encryption and always through a specialized external app. For payment with credit and debit cards it is required to enter the CVV (Card Verification Value), a code printed on the card that is used as a security measure in e-commerce transactions.

WHAT SHOULD I DO IF I APPEAR A DOUBLE CHARGE OF THE ORDER?

It may be that the movement you see in your account is actually a reserve of the amount of your order and not the payment. In any case, contact your bank for more information. You also have at your disposal our Customer Service.

CAN I PAY IN STORE WHEN I RECEIVE THE ORDER?

Payment must be made online in order to finalize an order, it is not possible to pay in store upon receipt. However, You have the possibility to try on the items in the store when you pick up your order and return or exchange those with which you are not satisfied.

PURCHASE WARRANTY 3 YEARS

From the day 1 of January of 2022 The regulations approved in April are in force. 2021 in which the two years of legal guarantee of the products become three years of legal guarantee. With which everything you have bought since the first day of the year 2022 have 3 years of legal warranty from the manufacturer.

 

CHANGES

CAN I EXCHANGE MY PURCHASED ITEMS?

If you want to change your items, do you have 2 options:

1. In our physical stores you can change them, without the need for additional payment and as long as they are in perfect condition and we have stock in store:

  • FOR ANOTHER SIZE OR COLOR
  • FOR ANOTHER DIFFERENT ARTICLE

2. From your home, you just have to call us at 91 451 14 06 and one of our colleagues will tell you how to proceed.

WHAT IS THE DEADLINE FOR MAKING THE CHANGE?

The exchange period is 14 days from delivery date.

WILL CHANGING A PRODUCT HAVE ANY ADDITIONAL COST?

The shipping cost to return the item back to our store will be borne by the customer, except in exceptional conditions. For any kind of doubt about it, You can request more information in the 91 451 14 06.

RETURNS

MOUNTAIN GROUP THE RIGHT TO CANCEL ANY ORDER IN CASE OF POSSIBLE ERRORS IN THE PRICE OF AN ITEM IS RESERVED.

WHAT IS THE DEADLINE FOR A RETURN?

The deadline for any return is 15 business days from the date of purchase or in case of online purchase, 15 business days from the date of delivery by the courier.

WHAT ARE THE RETURN TYPES?

Return in store

Come with your purchase and ticket to our showroom on Ribera de Curtidores street, in Madrid.

Postal return

The cost of shipping for a return or exchange will always be borne by the buyer, Except for defect in the item or damage in shipment.

If you want to make an exchange or return, get in touch with us at 91 451 14 06.

SPECIAL CONDITIONS AND EXCEPTIONS

Some of our products do not allow returns or exchanges. You will always see a very clear warning on the product sheet of these items, above the buy button.

DO I HAVE TO PAY ANYTHING FOR MY RETURN?

No. Returns on MountainGroup.es are always free, although you do have to send us the article, the shipping cost will be borne by the buyer.

HOW WILL I RECEIVE MY REFUND?

Once the return is approved, You will receive the amount in the same way you made your purchase.

WHEN WILL I RECEIVE MY REFUND?

After approving the return (the items must be in perfect condition and have the inner labels), you will receive the amount immediately, except bank withholdings caused by your entity.

Remember that the term of the account payment always depends on your bank.

WHAT SHOULD I DO IF THE AMOUNT OF MY RETURN IS WRONG?

Contact our Customer Service Department at 91 451 14 06 and we will solve the problem asap.

MountainGroup.es reserves the right to reject returns communicated or sent after the deadline., or garments that are not in the same condition in which they were received.

CANCELLATION OF AN ORDER

If you decide to cancel an order that has already been placed for an item expressly ordered for the order that is to be cancelled., The full cost of the purchase will be paid, deducting €8 shipping costs., since even if the item(s) have not been sent from the store, when the order is placed with the brand, shipping costs will be charged to the cost of that order.

ITEM AVAILABILITY

HOW CAN I KNOW IF AN ITEM IS AVAILABLE?

To find out if an item is available for purchase in the online store, simply look at the photograph of the item. In case of being exhausted you will see a sign in one of the upper corners, with the notice “Out of stock”. In that case, You can make the reservation so that as soon as it is available again you can purchase it in a few moments.

ARE ITEMS FROM PAST SEASONS AVAILABLE?

As a general rule no, only items from the current season are for sale.

WHERE CAN I FIND A SIZE GUIDE?

On each product page, To the right of each photo you will find a button that will open the size guide of the different manufacturers.

EUROPEAN UNION ONLINE DISPUTE RESOLUTION

If you are not satisfied with our response or with the brand's response in case you have any type of complaint, The European Union puts at your disposal an online dispute resolution platform, which you can access from the following link:

FREQUENT QUESTIONS

ARE THE PRICES OF THE ONLINE STORE AND THE MOUNTAIN GROUP'S PHYSICAL STORE ALWAYS THE SAME??

No. They usually coincide, but in specific promotions or exceptional periods, promotions with exclusive prices could be launched for our online section. In this case, if there is any difference between the prices that appear on the web and those marked on the labels of the garments, the correct price will always be that of the labels or that indicated by our store staff.

WILL WE REPLACE ITEMS WITH INDICATION OF “EXHAUSTED”?

If an item is out of stock, You can request that we notify you when we replace it. In the event that it becomes available again, we will send you an e-mail informing you of this. If there was no more stock because the brand stopped producing that item, we would remove it from the web.

WILL I RECEIVE THE SAME PRODUCT THAT I SEE IN THE PHOTO?

Yes, forever. But you should bear in mind that the chosen color could vary somewhat in tone due to the conditions in which the photograph was taken..

HOW DO I RECOVER MY FORGOTTEN PASSWORD?

If you have forgotten your password, you can retrieve it at any time. You just have to go to the area of “My account”, where when the user asks you, you can change it. You can also change your password by doing click here.

HOW I CAN MAKE SURE I MADE MY PURCHASE?

Once you have placed your order, you will receive a confirmation email. If you did not receive it, get in touch with our Customer Service department in the 91 451 14 06.

CAN I KNOW WHAT STATUS MY ORDER IS IN?

Yes. Access the section “Requests” from the section of “My account” and you will be able to see the status of your order in real time.

In case you have placed the order as a guest, You can check its status and manage it from the confirmation email or from the following link.

CAN I CANCEL AN ORDER?

Yes. You can cancel your order by calling us at 91 451 14 06.

WHAT SHOULD I DO IF I RECEIVE A DEFECTIVE ITEM?

Mountain Group only sells items in perfect condition, so if, exceptionally, you get a garment with some defect, get in touch with our Customer Service department in the 91 451 14 06 and they will tell you how to proceed.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT ITEM?

If on any occasion, by mistake, you receive an item that you have not ordered, get in touch with our Customer Service department in the 91 451 14 06.

IS MY PERSONAL INFORMATION CONFIDENTIAL??

All the information you share with us is private and confidential with the Moutain Group and Rab & Lowe Alpine for development, fulfillment and execution of the contract of sale, respond to your requests and provide you with information about the products. Check all the details in our Privacy Policy.

DO I HAVE TO REGISTER TO BE ABLE TO BUY ONLINE?

In MountainGroup.es it is possible to make a purchase through the web as a guest, without the need to create a user account in the online store.

From MountainGroup.es we recommend you have a user account, since it will facilitate the purchase by being able to save an address book, if you prefer that it appears by default “Home delivery” The “Pick up at our premises” and payment details through PayPal or RedSys. further, you will have a history of your purchases made.

CAN I PLACE AN ORDER BY PHONE?

And, If you need more advice on your purchase, you can order any product from us by callingl 91 451 14 06.

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Are you looking for something you can't find?

If you are looking for a specific article and you cannot find it on our website, don't worry, we work with the complete catalog of Rab, Lowe Alpine, Lurbel The Camp-Cassin. Just tell us the model you are looking for and Mountain Group will take care of getting it for you.

DO NOT YOU FIND WHAT YOU ARE LOOKING FOR?

If you are looking for a specific item from any of our brands but you cannot find it on our website, just tell us the model of the garment or the material you need. A member of our team will contact you to confirm color and size, and if it is still available in the catalog we will see to it that you receive it at your home.

Mountain Group, mountain material, mountaineering and expedition. Rab official distributors, Lowe Alpine, Lurbel, Boreal or Camp-Cassin.

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PrimaLoft Gold Insulation Active + contains a 55% post-consumer recycled content.

PrimaLoft, a leading materials science company, launched in the winter of 2018 its latest breathable insulation, el PrimaLoft Gold Insulation Active + containing a 55% of post-consumer recycled material. This latest innovation uses a special fiber structure, allowing clothing designers like Rab to use highly breathable outer fabrics and linings for better moisture management and comfort, without compromising thermal performance.

It is based on Primaloft's time-honored weaving technology: millions of air chambers in the microfiber that trap body heat to provide superior warmth in cold weather conditions. Permanently water repellent finish is designed to ensure perfect warmth even when wet, and the extremely soft and lightweight insulation is highly compressible and fits perfectly in backpacks, ready for any activity.

PrimaLoft® is a proprietary synthetic microfiber thermal insulation material brand that was developed for the United States military in the 1990s. 1980, it is a lightweight material, breathable, and very well protects the body from moisture.

Recycled fibers

Post-consumer recycled content (PCR) is a materials processing practice that is far from new to PrimaLoft. In fact, PCR has been part of the company's sustainability efforts since 2007. But in 2015 we set the bar even higher by committing to converting the 90 % of our line of isolation products into products with a minimum PCR content of 50 % until the year 2020. At the end of 2019, he 70 % of our product line has reached that threshold of 50 % and there is no doubt that we will achieve our goal of 90 % before the end of the year 2020.

The process

Paso 1

Plastic bottles are recovered from landfills

Paso 2

The bottles are cleaned and crushed into shavings

Paso 3

Chips are transformed into PrimaLoft fibers