FAQs

POST-BREXIT TRADING STATEMENT

Please be advised our EU customers may experience local customs charges and will almost certainly be required to pay local VAT prior to receiving their deliveries if items are over €35 and not made in the EU.

Most of the products we sell are not manufactured in Britain or the EU.

Europeans no longer pay British VAT when they buy goods in the UK. Prices on our website for all international customers do not show VAT. Instead VAT is imposed by the country of residence/delivery.

Any queries, please email lookgood@winternational.co.uk

COVID-19 STATEMENT

We're being very careful when packing your items and want to assure you the wellbeing and safety of our customers is a primary concern at Winternational.

As a a small team we are solely responsible for packing orders. What this means is that we alone have access to our storage facility and we prepare and pack your order.

We are paying even closer attention to hygiene and washing hands regularly when packing your orders, sanitising door handles and high volume areas.

We may take slightly longer to process returns as we have enhanced safety measures in place to protect ourselves and our customers.

WHAT PAYMENT METHODS DO YOU TAKE?

We accept payment by most major credit and debit cards including American Express, ShopPay, PayPal, Clearpay and Klarna.

From checkout, you will be taken to our secure payment provider, STRIPE or Clearpay, Paypal or Klarna.

All prices are in £ sterling.

All transactions are secure and encrypted. We never store your credit card information. To learn more, view our privacy policy.

You have to agree to our terms and conditions before placing an order.

HOW FAST IS DELIVERY?

Very!

We use DHL for all our shipments in UK and RoW (except for UK Saturday deliveries which are made by Royal Mail Special Delivery). Please visit the Delivery Details page for more information.

Express (next day) for orders placed before noon.

Standard (3-5 day) options via DHL.

Saturday deliveries are possible via Royal Mail Special Delivery. Select this option at checkout.

Both standard and express options via DHL.

REST of WORLD

Both standard and express options via DHL.

USA

Standard and express to the USA via DHL!

CUSTOMS

Items shipped outside the UK may be subject to customs charges and import duties and customs checks.

We provide all relevant information for legal and safe shipment of your goods.

Winternational is not responsible for customs charges or import taxes or handling charges or delays due to parcels clearing customs. You agree to pay any customs charges, import taxes and/or duties when you agree to our terms and conditions when placing your order.

DHL will contact you if there are customs/import duties or taxes due. If customs charges are raised, delivery won't be made until this payment has been received.

DHL act as an intermediary for your government's customs and imports departments. DHL will transfer your payment to your government and then deliver your goods.

See our terms and conditions.

WHAT'S THE CUT OFF POINT FOR SHIPPING?

Order by 12 noon for same day dispatch for next day orders to the UK and express items for EU and RoW.

Typically, goods are despatched within 24 hours of order. Orders received over weekends and bank holiday periods, including Christmas, are processed for despatch on the next working day.

Please read our terms and conditions prior to purchasing.

DO YOU SHIP TO THE USA?

Yes we do. For orders over $800 you have to pay import duties and taxes.

Deliveries for New York go via JFK. This is one of the busiest airports in the world so there may be delays as items process through customs.

POST AND PACKAGING

Your item will be carefully packed so it arrives with you via our courier DHL in perfect condition. Make sure you open your parcel carefully please.

We supply tracking information so you can follow the arrival of your beautiful new ski outfit. This will be emailed with your despatch confirmation.

DELIVERY

Your ski wear is valuable so please make sure there is someone at the delivery address to sign for it.

If you allow DHL or any courier to leave your parcel at your property without it being signed for, it is at your own risk.

If no one is available at the delivery address and you didn't give permission for the parcel to be left in a safe place, DHL will leave a calling card with collection or redelivery details.

Occasionally DHL will deliver to an address nearby. For example they may deliver to a neighbour. On the DHL tracking portal you see more specific details.

We subsidise all post and packaging and shipping is CO2 neutral too!

All our packaging is recyclable. We're trying to save the snowflake! Please reuse or recycle the packaging wherever you can, thank you.

SIZE INFO ABOUT OUR BRANDS

We try to give the most size info we can. If an item is small or large for size we'll state this in the description beside the photos.

We are always happy to help with sizing and styling advice though - just send an email to lookgood@winternational.co.uk.

HOW DO I RETURN AN ITEM?

Visit our return page to complete the form within 7 days of receiving your order and tell us what you wish to return from your order. You then have a further 7 days to get the item back to us.

We do not accept late returns.

To make a return, we'll email you a unique returns number and send you shipping labels by email for a DHL Express drop off.

You will need to be able to print shipping labels and a returns form.

Pack your return form with your returns number and item/s to make a return.

Returns in the UK cost £5. This is deducted from your refund.

International returns are charged at £30, which is deducted from your refund.

Returns charges are your contribution to the return. It costs us way more than this. This means the shipping, customs documentation (if needed) and insurance is all taken care of.

Refunds are processed via the original payment method typically within 2 days of receiving the item back, once item/s are checked over and signed for by Winternational staff.

It can take 5-10 working days for your bank or credit card company to process the refund.

International orders may only be returned from the country to which they were originally delivered or from within the UK.

Sunscreens and make-up items are non-returnable, sorry. This is to maintain hygiene standards.

Shipping charges are non-refundable except in the case of a proven fault with the item purchased.

HOW DO I EXCHANGE AN ITEM?

Please place a new order - it's the best and most efficient way to receive the replacement item.

We don't have a free exchange policy as we're so busy during the ski season that we may sell out of the item before we receive back the original order.

Please see our returns page and also please read our terms and conditions.

CAN I USE MORE THAN ONE DISCOUNT CODE AT A TIME?

No sorry, only one discount code (including Loyalty Points Discount Codes) may be used at any one time. Please in put your discount code at checkout.

IS YOUR WEBSITE SECURE?

Winternational.co.uk has a 256-SSL certificate to ensure a secure encrypted connection, and it is certified Level 1 PCI DSS compliant - the highest level of security certification.

All payments are secure, and you can also purchase via PayPal for additional peace of mind should you wish to do so.

Additionally our website is continuously scanned for any viruses, malware or other nasty things.

If you prefer, just give us a call and we can take your order over the phone! We are real people, just like you and we care about your security.

FUR

Winternational respects there are a range of opinions as to the use of real fur.

All our ski jackets look great without fur. Any time you prefer to buy an item without fur (if it's not available on the website) please email us and we will happily arrange this for you.

The fur our suppliers use is nearly all from Saga Furs of Finland and all are sustainably and ethically sourced. Animal welfare and humane treatment is important to us and all the designers we stock.

Fur is a by-product of animal farming, in a similar way to meat production for human or animal consumption, shoe or handbag leather or shearling. Animals whose fur is used for clothing are also used for many other products, including protecting and waterproofing leather, in the global cosmetic industry, in the production of pet food, bio-fuels and organic fertilisers.

Fur is regarded by some as far more sustainable than chemically produced fake fur. Fake fur is now being found in landfills and in the ocean as it can take up to 500 years to biodegrade. Real fur starts the degrading process within 7 days and is fully degraded within 2 years.

WHY IS THE FUR ON MY JACKET NOT EXACTLY THE SAME AS THE PHOTO?

Fur is a natural product. Colour and fullness may differ slightly from items in photographs and from garment to garment.

DO YOU HAVE CARE AND PROTECTION ADVICE FOR THE FUR ON MY SKI JACKET?

Fur is a natural product and so each piece is slightly different. Some of the fur we sell may have been colour treated and we don't recommend wearing it in rain.

Fur should be removed carefully before garments are laundered or dry cleaned.

Please undo each popper/snap/stud carefully and individually - not by ripping the fur hood/trim off like a plaster.

Fur can be cleaned by specialist fur/leather companies. Winternational takes no responsibility for any specialist cleaning services you may choose to purchase.

You can read up on how to take care of your ski wear here.

HOW DO I TAKE CARE OF MY SKI WEAR?

Please follow the care advice in the garment. Most product descriptions on our website carry simple laundry/specialist cleaning instructions.

You can read more about taking care of your ski wear on our blog post, here.

We're proud to say that looked after well, most ski wear lasts for years. Staff here have Winternational.co.uk ski wear dating back to our first season in 2006 and it's still looking beautiful.

Please don't wear your ski wear in heavy rain. Ski wear is made for snow and cold weather conditions.

Please do not put your damp garment in a plastic bag. Dry carefully before storage.

You can store your ski wear in a garment bag like this one.

We recommend hanging your ski jacket after laundering on a wide shouldered hanger. This allows the insulation and/or down to aerate again.

Most ski wear is not suitable for tumble driers so check the care label.

Over time, you may wish to reproof your garment/s. Such products are a wonderful way of making your ski wear last longer and for caring for your ski wear properly.

Winternational.co.uk takes no responsibility for reproofing/laundry/specialist cleaning instructions. Any laundering/specialist cleaning is done at your own risk.

HOW DO I TAKE CARE OF MY WINTER BOOTS?

Leather

Use a shoe brush with soft bristles to get out any dirt in the stitching whilst the boots are dry.

Use a soft damp cotton cloth and mild soap diluted with water to remove any dirt.
You can apply a leather conditioner to your boots which will help with the cleaning process and soften your boots a bit.
After cleaning and drying, you should apply a wax or polish to any patent leather to protect from future dirt plus help to waterproof the leather.

Suede

Only use a clean soft suede brush to clean suede.
It's vital to brush in the same direction. Failure to do this may result in discolouration of your boots.
Finish with a spray especially formulated for suede leather and intended for protection against water and stains.
If there is a deep stain or ingrained dirt, Inuikii recommends you seek the advice of a professional who works with suede.
Regular brushing with a clean soft suede brush can extend the life of your suede boots.

Sole

The simplest way to clean the rubber sole is with a magic eraser sponge.
First brush any dried dirt off with a toothbrush (an old one is best!)
If there is still dirt present, wet the eraser sponge with a drop of water and rub just on the sloe of the boot.

Or you can try a bit of handsoap and a clean soft cloth.
After cleaning the sole with your preferred products, remove any excess moisture with a clean damp towel and leave footwear to dry.

I WANT SIZING OR STYLING ADVICE

Call us on +( 44)1635019537 or send email lookgood@winternational.co.uk and our small knowledgeable team will help.

All staff have had size and style training and we have excellent feedback on the quality of our suggestions.

Size information is included in the product description - especially where an item is small or large for size.

I'M BUYING WINTERNATIONAL SKI WEAR AS A GIFT - WHAT SHOULD I DO?

If you're buying our ski wear as a gift and need styling/sizing advice please contact us - our team love to help.

If you're buying a gift in advance and need an extension on the returns policy, please advise in the comment section at checkout or email us with your order number at the time you place your order.

If we offer an extension, this will be given in writing with easy to understand dates and instructions.

If items are long outside the returns period, store credit will be the refund option.

CUSTOMS AND DUTY FOR ORDERS OUTSIDE THE UK?

If you are visiting the Winternational website from outside the UK, all prices are shown without UK tax of 20%.

If you are visiting the Winternational website from inside the UK but want delivery outside the UK then the UK VAT will be deducted at the checkout.

You may have to pay taxes and duty charges when items are shipped outside the UK. These are raised by your government and our courier will contact you to take payment prior to delivery.

Please respond to any query from our courier relating to your delivery as quickly as possible to expedite the clearance process.

There may be a slight delay delivering your order due customs checks.

We always provide all information necessary for your garment/s to clear customs but further information about you may be required.

Please note we will NOT undervalue any product.

RETURNING ITEMS FROM ORDERS OUTSIDE THE UK?

It's very important that you follow ALL our returns policies to ensure that duties and taxes are not raised on returning items.

We will email you with customs forms which must be attached to the outside of the parcel.

We can help arrange the returns shipping and insurance for you. This service costs £30 and is deducted from your refund.

Returns are only accepted from the country to which they were originally delivered or from within the UK.

Please see our RETURNS page for full step-by-step advice.

WHAT DO I DO IF I THINK THE ITEM I PURCHASED FROM YOU IS FAULTY?

Please email lookgood@winternational.co.uk with your order number/garment name and photographs of your item illustrating the fault.

In accordance with our terms and conditions and current UK legislation, where an item is within 6 months of purchase and is repairable, then a repair will be carried out and the item delivered back to you.

Please be aware that items which have been damaged as a result of normal wear and tear, by accident, by poor unpacking, or your own misuse, will not be considered faulty. This does not affect your statutory rights.

You can also read our terms and conditions for more info.

I MADE A PAYMENT BUT NOT RECEIVED AN ORDER CONFIRMATION

We have security settings in our checkout process ensuring our payment provider declines payments where the CVC check fails, or where the post code check fails. This is to protect us as well as all our customers from fraudulent payments.

Even if your bank is willing to approve the transaction, we won't honour the transaction if we are informed checks failed.

However, if your bank has already approved the transaction, even though our bank is declining it, you may see an approval from your bank on your bank statement. This is not a payment to us, and your bank should be able to confirm this for you. The approval will fall off your card statement in a few hours to a few days. The time this takes varies from bank to bank.

In summary, your bank has said this transaction is OK, our payment system said, no it's not (based upon a set of rules in place to protect us, their customer), so the payment was not taken. You are seeing your banks approval, not a payment.

Currency

SAVE 10% ON YOUR FIRST ORDER