Welcome to the Scarpa Sport Store FAQ! As fellow climbers and outdoor enthusiasts, we’ve compiled answers to the most common questions about our gear, shipping, and services. Can’t find what you need? Our team is always ready to help at [email protected].

About Our Store

What kind of products does Scarpa Sport Store specialize in?
We specialize in premium climbing and outdoor equipment, including:
  • Climbing footwear and accessories
  • Belay devices and rope control gear
  • Bouldering mats and training aids
  • Camping equipment and baselayers
  • Aid climbing gear and ascenders/descenders
Our products are carefully selected by climbing enthusiasts for quality and performance.
Where is Scarpa Sport Store located?
Our warehouse and operations are based at:
98 The Vineyards, Chelmsford, GB CM1I 4TC
Though we’re UK-based, we ship globally to most countries (excluding certain remote areas in Asia and select locations).

Product Information

How do I choose the right climbing shoes?
Climbing shoe fit is personal and depends on your climbing style. As a general guide:
  • Bouldering shoes are typically more aggressive with downturned toes
  • All-day trad climbing shoes prioritize comfort
  • Sport climbing shoes offer a balance of precision and comfort
Our sizing tends to run true to street shoe sizes, but we recommend checking individual product sizing guides. When in doubt, email our gear specialists at [email protected].
Do you sell replacement parts for climbing equipment?
Yes! We carry a range of replacement parts and accessories for climbing gear including:
  • Belay device components
  • Bottle accessories
  • Chalkbag refills and brushes
  • Bouldering mat repair kits
If you don’t see what you need, contact us as we may be able to special order items.

Ordering & Payments

What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
All transactions are securely processed with encryption for your protection.
Can I change or cancel my order after placing it?
We process orders quickly (within 1-2 business days), so please contact us immediately at [email protected] if you need to make changes. Once your order has entered the shipping process, we cannot guarantee changes can be made.

Shipping & Delivery

What are my shipping options?
We offer two shipping methods:
  1. Standard Shipping (£12.95)
    – Carriers: DHL or FedEx
    – Delivery Time: 10-15 business days after dispatch
    – Includes full tracking
  2. Free Shipping (orders over £50)
    – Carrier: EMS
    – Delivery Time: 15-25 business days after dispatch
    – Includes full tracking
All orders are processed within 1-2 business days (excluding weekends and public holidays).
Do you ship internationally?
Yes! We ship globally to most countries, with the exception of certain remote areas in Asia and other select locations. During checkout, our system will automatically confirm whether we can deliver to your address.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with your tracking number. You can use this to monitor your package’s journey from our warehouse in Chelmsford to your doorstep. If you have any issues with tracking, contact us at [email protected].

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of delivery. To initiate a return:
  1. Contact our customer service team at [email protected]
  2. Include your order number and reason for return
  3. We’ll provide return instructions
Items must be in original, unused condition with all tags attached. Some safety equipment may have different return policies due to liability concerns.
Do you offer exchanges?
Yes! If you need a different size or color, contact us within 15 days of receiving your order. We’ll help arrange an exchange, provided the item is in stock. You may need to return the original item first.
What if my gear arrives damaged?
We carefully inspect all items before dispatch, but if your gear arrives damaged:
  1. Contact us immediately at [email protected]
  2. Include photos of the damage
  3. We’ll arrange for a replacement or refund
You may need to return the damaged item in some cases.

Account & Technical Issues

How do I reset my password?
Click “Forgot Password” on the login page and enter your email address. You’ll receive instructions to reset your password. If you don’t see the email, check your spam folder.
Why can’t I access my account?
This could be due to:
  • Incorrect login credentials (try resetting your password)
  • Too many failed login attempts (wait 30 minutes)
  • Technical issues (try clearing your browser cache)
If problems persist, contact our support team at [email protected].

Still have questions? Our team of climbing and outdoor specialists are here to help with any questions about gear, orders, or delivery. Contact us at [email protected] and we’ll respond within 24 hours.

The mountains are calling – let us help you answer with reliable gear!