Find quick answers to the most common questions about our services, features, and support. If you can't find what you're looking for, our team is here to help.
For UK customers, our regular carrier is Royal Mail and Fed Ex for International customers but this may be subject to change.
Duties and taxes will be included in the final checkout price, unless stated otherwise. Please note some banks may apply an international banking charge. We would advise checking with your bank to see if this is applicable to you.
Shipping is free on all UK orders , all USA orders over $300 and all orders to Canada over $400.
We endeavour to get all orders packed and sent as quickly as possible but please note orders placed after 2pm or on a Saturday or Sunday or Bank Holiday will be processed on the next working day.
For UK Customers, standard shipping is 2 - 4 business days but customers have the option to pay for Next Day Delivery. Please note orders will not be dispatched on a weekend or Bank Holiday. Delivery for international customers will vary country to country, and this will be calculated at the checkout page. For more information please see shackleton.com/pages/shipping
If you have specific delivery requirements, please contact info@shackleton.com and we’ll do our best to accommodate.
You’ll be sent an email with your tracking details once your order has been dispatched. You can also find your order tracking detail by logging into your account here: https://shackleton.com/account/login
Signature is not required for delivery but all orders are sent using a tracked courier service.
We endeavour to dispatch all orders as soon as possible, so sometimes updating an order once it has entered our system is not always possible, however you can certainly send an email to info@shackleton.com and we can advise further. If your order has already been dispatched, we’d advise contacting the courier directly for any address changes or delivery requests.
For UK customers we offer free standard shipping, otherwise standard delivery is £4.95.
Next Day Delivery is also available on all UK orders for £5.95.
We do offer exchanges for UK orders. You can visit our returns portal here and follow the steps to select the new size you’d like to try. We'll dispatch the new size once your return has reached us.
Unfortunately we don't currently offer international exchanges. If you're shopping outside of the UK, we would advise returning your order for a refund and placing a new order for the alternative size.
If you wish to return an item for any reason, you must do so within 30 days of the date of your purchase. If 30 days have passed, unfortunately we cannot offer you a refund or exchange. Please note all returned items must be unworn and in their original condition.
No. We offer free returns and exchanges within the UK. Please start your return by entering your order number and email address into the Shackleton Returns Portal to view the item(s) you have purchased and select for return.
Once your return is received it may take a couple of days for our warehouse team to process. You will receive a confirmation email once your refund has been issued. A credit will automatically be applied to your original method of payment within 7 working days.
Please start your return by entering your order number and email address into the Shackleton Returns Portal for return. Simply submit your return request and receive your returns label or QR code immediately. Please note we recommend you keep hold of your proof of postage for your own records. Exchange items will be dispatched once your return has been processed.
We’re sorry there's a problem with your order. Please contact info@shackleton.com with your order number and a photograph of the parcel/damaged item, and we can advise the best way to proceed.
Placing An Order
Our preference is to email you through a draft order which will allow you to securely enter your details and complete your order online. If for whatever reason this is not an option please contact us on +44 208 138 0212.
If your order has not been dispatched yet, please contact info@shackleton.com and we’ll do our best to cancel your purchase so that you can place a new order for the correct item. If your order is already in transit, we unfortunately won’t be able to make any amendments at this stage. In this case, please follow our instructions to either return or exchange your order upon delivery.
Product Information
Our products are manufactured across the UK, Europe, China and Vietnam. If there is a specific product you’re interested in, please contact info@shackleton.com and we can confirm the country of origin. You can read more on our materials and standards here.
If a stuff sack is included with your jacket, you can usually find this inside the chest pocket, attached to the webbing loop within the pocket.
All of our pricing is subject to change so unfortunately we’re unable to offer price adjustments for existing orders. If you’d like to take advantage of our promotional prices, we would advise returning your item for a refund and placing a new order at the discounted price. Please note that our usual 30 day return policy will still apply.
Size & Fit
Most of our items run true to size, however our parkas and down jackets are slightly more generous to allow for layering underneath. We would advise checking your measurements against the size guide on each product page, as this includes the chest, waist and sleeve length.
You can find the relevant size guide on each individual product page. Under “Size”, please click “what’s my size?”
We’re sorry to hear of the issue with your item. Please complete the form here or contact us at info@shackleton.com with a photo of the issue and your order number and we can advise further.
Care & Repair
We do offer a repair service. Please complete our short Repair Request Form here. Alternatively, you can send us a photo of the issue to info@shackleton.com alongside your order number and we will give you a quotation for the repair cost.
Discount Codes
We offer 10% off your first order to anyone subscribed to our mailing list. You can find the option to sign up to our newsletter at the bottom of our homepage.
We’re happy to apply your discount code retrospectively. Please contact Client Services via one of the options available on our contact page with your order number and the relevant discount code. Please note that most of our discounts cannot be used in conjunction with one another and will only be applicable to full priced items.
Sorry to hear that you didn’t receive your discount. We would advise double checking your junk/spam folders. If you still haven’t received the discount code, please contact Client Services via one of the options available on our contact page.
Please note that the welcome discount code is only applicable to full priced items and can only be used once per customer. If this doesn’t apply to your order, please contact Please contact Client Services via one of the options available on our contact page and we can advise further.
You will have been emailed details of any benefits when you became a shareholder. Please contact Client Services via one of the options available on our contact page if you are unable to locate this.
Gift Cards
Please contact Client Services via one of the options available on our contact page and we can check this for you.
Contact Us
Our Client Services line is open Monday to Friday, 9.00am - 5.30pm (GMT).
Please contact Client Services via one of the options available on our contact page shackleton.com/pages/contact
For enquiries about Shackleton Challenges: challenges@shackleton.com
For press enquiries: press@shackleton.com
For investment opportunities: invest@shackleton.com
For career opportunities: talent@shackleton.com
Store Information
214 PICCADILLY, LONDON, W1J 9HL
MONDAY: 10:00 - 19:00
TUESDAY: 10:00 - 19:00
WEDNESDAY: 10:00 - 19:00
THURSDAY: 10:00 - 19:00
FRIDAY: 10:00 - 19:00
SATURDAY: 10:00 - 19:00
SUNDAY: 12:00 - 18:00
Please contact our Client Service team on +44 (0) 208 138 0212 or email info@shackleton.com and we’d be happy to assist.
Investors
Please contact Client Services via one of the options available on our contact page and we can check this for you.
If you create an Inner Circle account, your Investor status and discount code will live inside your account.
If you are interested in investing in Shackleton please drop us a line at invest@shackleton.com
Account
No. You can check out as a guest. An account lets you track orders, save your addresses and join the Inner Circle.
Select the account icon and enter your email address. We'll email you a 6-digit code. Enter it and you're in. You don't need a password.
Check your spam or promotions folder and make sure the email address is spelt correctly. Codes can take a minute to arrive. If yours still hasn't arrived, request a new one. If you still have trouble, contact us info@shackleton.com
Go to your profile in your account. You can edit your name and email address, and add, edit or remove saved addresses. If you sign in with Shop, Google or Facebook, you'll need to change your email with that provider instead.
Your Inner Circle membership stays attached to the email you set your account up with. If you need to edit this, please reach out to customer service info@shackleton.com
Contact our Client Services team and we'll delete your account for you.
Inner Circle
The Inner Circle is Shackleton's membership for people who share our spirit of exploration. It brings you closer to the brand: curated events, first access to new kit, one-to-one kit consultations and a say in what we make next. There are no points to collect and no levels to climb. Every member gets the full set of benefits from day one.
Select Become a Member on the Inner Circle page and sign in to your Shackleton account (or create one; it only takes your email address). Then tell us a little about yourself, including the activities you enjoy & your birthday. Once that's done, you'll go straight to your members' hub.
Anyone can join. You don't need to have bought from us before and the membership is completely free.
No. Your membership sits inside your existing account, so you still have one login. Sign in with the email you normally shop with, then select Join.
Event invitations: curated Shackleton events, talks and launches, with a plus-one, Early access: first look at new launches, Archive pieces and sample sales, Kit consultations: one-to-one time with our team to plan kit for your next expeditionShape the future: member surveys, polls and focus groups that influence what we make Shackleton Wallet: your digital membership card, any credit we issue you and your benefits in one placePartner offers: member-only offers from like-minded brandsIn store: complimentary coffee whenever you visit
Shackleton wallet is your digital account with us. It holds your digital membership card and number, any credit in your account and your current benefits. You can add your Shackleton card to your Apple Wallet or Google Wallet like any normal card too!
We may add credit from time to time, for example as a thank-you for taking part in a survey or as part of a member offer. You'll see it in your Wallet as soon as it's added.
Credit works like cash. Online, sign in before you check out and your balance can be used against your order. In store, show your membership card or give the team your email address. Some credit comes with conditions, such as a minimum spend, and these are always shown in your Wallet.
Credit doesn't generally expire, unless explicitly stated in a member offer. It will be shown in your account.
Yes. Join with the email address you used to book your Challenge and your membership card will show your alumni status. We'll also post you a surprise gift once your account is active. If your status isn't showing, get in touch and we'll update it.
Yes. If you have a lifetime shareholder discount, it will now appear as a benefit in your account once activated. To see and use it, sign in with the email address registered to your shareholding. If it isn't showing, please contact us.
You can cancel your membership at any time in your membership settings, or contact our customer service team. Your Shackleton account and order history stay in place.
Our client services team can see your membership and Wallet, so they can help with anything. Just email info@shackleton.com
