frequently asked questions
WHAT IS A SAMPLE?
Products marked as Samples are produced to show off a new style, or to make sure a design is ready for production. The majority of Samples we have at Magic Mountain are of final production standard, however some Samples are produced to a specification only and are not necessarily full production standard - This means they might not be the right colour, they could have a different fit/cut to them, or even use a different fabric to the finished design. We will try and point these out in store or online where we can, but we normally save only the best samples to go onto our website.
Most Samples are produced in a single size only, usually a men’s Large or a Ladies UK 12. Most Samples don’t have conventional labelling, and some of them have been out of packaging.
If you have any doubts about what to expect from a sample, just get in touch on our Contact Us page and we can try to answer any questions you have.
We do offer a free return service if you change your mind on any items, once you receive your order.
WHAT GUARANTEE DO CLEARANCE AND SAMPLE ITEMS HAVE?
Clearance and full price items have a 12 month guarantee, unless otherwise stated by the manufacturers.
Items marked as samples are not covered by manufacturers guarantees but have a 60 day guarantee from us when bought from Magic Mountain.
HOW DO I USE A DISCOUNT CODE?
You can apply a discount code to any applicable order by entering it at the checkout. There should be a box to enter your codes on the right of the page below your order summary if you are using a desktop computer. Or if you are using a mobile device there is a drop down at the top of the page saying “show order summary”.
HOW DO I TRACK MY ORDER?
If you have selected a tracked service for delivery, either DPD 2-4 working days, Express Delivery, or International Tracked & Signed we will send your tracking number and a link to track your parcel once it has been shipped. You can also find tracking numbers by if you created an account on magic-mountain.co.uk, and looking at your order history.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION EMAIL...
If you have not received a confirmation email with an order number that begins with “#MM...” please get in touch with us so we can look into your order for you. It is possible that it has not been placed and you may need to place it again.
CAN I RETURN AN ITEM I HAVE PURCHASED ONLINE?
We're here to help.
CAN I HAVE A REFUND ON AN ITEM?
If you would like to return an item to us for a refund, please make sure that the item has not been worn and all of the labels are still attached. Simply fill out the returns form stating you would like a refund and we will process this for you when we receive it. *please see our terms and conditions for details on seconds.
CAN I EXCHANGE AN ITEM?
We do not provide an exchange service, so recommend you order two sizes, with the view to return one if you are unsure, to avoid the extra postage costs of placing a second order. We provide a Freepost return & refund service, though a new order will need to be placed if you require additional items.
WHAT IS A FLASH SALE?
Everything we have available online is kept in our Beeston store, and we only have limited storage space. To offer you an even better selection we can secure stock in another warehouse for a short time, this is why our flash sales are only for a week. Once the sale is over we then place an order, have only the stock you bought delivered to us in Beeston, and ship it out to you from there.
Flash sales at Magic Mountain are held so we can offer an extended range of items online that we otherwise wouldn’t be able to. When we hold a Flash Sale we don’t hold the stock we have available - instead we receive only the stock that has sold after the sale has finished. This helps keep costs down, and the discounts high!
WHEN DO FLASH SALE ORDERS GET SHIPPED?
We only ship items in a flash sale once the flash sale is over. Your items first get shipped to us from the warehouse, and then we ship them out to you! Although this might take a little longer than normal. All items displayed in the sale will show the expected shipping date, but we will always try to ship them out as soon as possible. We will let you know when your items have been dispatched by email and provide a tracking number where possible.
WHAT IF AN ORDER HAS “NORMAL” AND “FLASH SALE” ITEMS?
If you place an order that includes both flash sale and normal items that are not in the flash sale, we will hold the non-flash sale stock until the sale has ended and ship all of the items together.
WHAT IF I WOULD LIKE TO RETURN A FLASH SALE ITEM?
That’s not a problem! Returning a flash sale item is just the same as a normal return.