FAQ

You can subscribe to our newsletter at the bottom of our homepage or when you complete an order with us.

All you need to do is click the ‘Unsubscribe’ link at the bottom of any email that we’ve sent you. Please allow up to 48 hours for your email to be removed from our mailing list. You can also unsubscribe by contacting us at support@mgg.ski, and we’ll remove your email for you.

Please note that choosing to unsubscribe from our newsletter emails will not stop you from receiving emails from us regarding any existing or future orders that you place.

Yes, you can checkout as a ‘Guest’. We don’t require anybody to sign up for an account if they don’t want to!

Please contact us at support@mgg.ski - we’d be delighted to hear from you.

Your credit/debit card, Google Pay, or other payment method (all via our payment provider), or Paypal, will be charged when you’ve completed a transaction with us and your order has been acknowledged.

Don’t worry! Firstly, check your email inbox (and junk folder) to see whether you’ve received an order confirmation email from us (you should receive this within a couple of minutes of completing your order). If you have, then your payment will have gone through. If you haven’t, please wait 15 minutes and check again.

If after waiting you’ve still not received an email from us, then it’s likely that your payment did not go through, so we would encourage you to try to make your purchase again. However, if you’re in any doubt, then please contact us at support@mgg.ski, and we’ll get back to you asap.

Please be assured that we will NEVER ask for your bank details by email. The email that you’ve received will be fraudulent/spam, so for your own safety, please delete it immediately.

Please enter your email address in the mailing list signup form, and then check your email inbox (or spam folder), and follow the instructions to complete the signup process. Once done, you will be presented with your one-use mailing list signup discount code. Please enter this discount code in the discount code box during the checkout process, and you will then be able to benefit from a discount on your first order.

No, we’re afraid that this won’t be possible. It’s your responsibility as the customer to ensure that you apply your mailing list signup discount code at the point of purchase (i.e. during the checkout process), and we can’t do this for you retrospectively, nor will we refund you the difference. Please note, however, that if you fail to use your mailing list signup discount code in the first instance, you will still be able to use it for a single subsequent future order.

We’ll send you an order confirmation email once your order is confirmed. Remember to check your junk/spam folder too.

We begin processing our orders as soon as they’re received. Once confirmed by email, it’s unfortunately not possible to cancel or make any changes to your order. If this happens, don’t worry, and simply return your unwanted product(s) to us for a full refund. Further details about how to return a product can be found here: RETURNS & REFUNDS, and information on our sales policy is available here: TERMS & CONDITIONS OF SALE

Further information on our sales policy is available here: TERMS & CONDITIONS OF SALE

After your initial order confirmation email, our warehouse will send you a second shipping confirmation email, usually within 24 to 48 hours. This email will contain a courier tracking number so that you can track your order. Please keep this number safe!

We begin processing our orders as soon as they’re received. Once confirmed by email, it’s unfortunately not possible to make any changes to your order.

Firstly, please click on the courier tracking number provided in the shipping confirmation email that we sent you. The courier delivering your order will be able to provide more detailed information about the status of your order.

Secondly, please be aware that expected delivery times are just that, expected delivery times, and it’s possible that your order may take longer to arrive.

Lastly, if your order is taking a lot longer than the expected delivery time and the courier isn’t able to provide you with adequate information, please contact us at support@mgg.ski, and we’ll get back to you asap.

All orders are insured with the courier delivering your order.

Our packaging is all FSC certified (or equivalent) sustainable cardboard and paper, and the ink printed on our packaging is produced using environmentally friendly processes. Where possible, we always avoid the use of plastics. Our packaging can also be recycled, therefore if you don’t decide to keep the packaging, then please recycle it.

Please click here: RETURNS & REFUNDS and follow the instructions.

Please click here: RETURNS & REFUNDS and follow the instructions to return a product as usual, but instead, please state your reason for return as ‘Fault’. You can then purchase the same product again, should you wish to. If you have any other questions relating to product faults or missing parts, please contact us at support@mgg.ski, and we’ll get back to you asap.

You have a further 14 days to send the product back to our warehouse.

Yes, further information on our returns policy is available here: TERMS & CONDITIONS OF SALE

Once your return has been received at our warehouse and has been checked as being in satisfactory condition, your refund will be issued within 14 days to your original payment method. Please allow an additional 5 business days for your refund to clear and for the money to arrive in your bank account (and then a further 10 days for your refund to show on your bank statement), once we’ve told you by email that your refund has been processed.

Please check the tracking information for your return in the first instance before contacting us, since it’s likely that your return is still simply in transit. This is especially true for international returns, where it can take a while (sometimes 2 or 3 weeks) for returns to clear Czech customs. Only once you’re certain that there may be an issue, please then contact us at support@mgg.ski, and we’ll see what we can do.

Please contact us at support@mgg.ski, and we can look at this for you.

Yes, further information on our returns policy is available here: TERMS & CONDITIONS OF SALE

You can find detailed and specific information about how to clean and care for every product that we sell in the ‘Cleaning & Care’ dropdown menu to the right of every product on each product page.

No, unfortunately we will not replace your product or refund you for it if this has happened, since damage to products as a result of washing or cleaning a product (whether the ‘Cleaning & Care’ instructions are followed or not) is not covered by our 2 year limited warranty. We cannot accept responsibility for customer actions which are out of our control, and our customer service team will not entertain discussions regarding such damage.

Yes, all MGG products are covered by a 2 year limited product warranty from the date of purchase.

Yes, any unauthorised alteration, including any repair made by anybody other than MGG, will void your product’s 2 year limited warranty.

Simply contact us at support@mgg.ski, and we’ll get back to you asap to discuss your issue and to come up with a solution.

Please note, however, that any damage to a product which occurs as a result of washing or cleaning a product (whether the ‘Cleaning & Care’ instructions are followed or not) is not viewed as a fault, and is considered to be beyond MGG’s control. Such damage is not covered by our 2 year limited warranty, and we will not replace a product or refund you for it in such an event. By way of example, a product fault must be a clear and obvious product failure, such as a popper button fastening coming loose or breaking.

Yes, we do! Please come and visit us at our flagship store in Verbier:

14 Route des Creux
1936 Verbier
Switzerland

Subject to availability, our store in Verbier stocks our entire range of products.

Our store opening hours will vary throughout the season, so we’d recommend that you check Google before visiting.

Simply contact us at support@mgg.ski, and we’ll get back to you asap.

Our customer support team are available to answer questions between 11:00 and 19:00 (CET), Monday to Friday. Please allow up to 48 hours for them to reply to you.

While a customer support representative may contact you by phone if you provide them with a phone number when you make an enquiry, we would initially prefer you to please contact our customer support team at support@mgg.ski, so that they have a written record of your enquiry, and also so that they can carefully consider your enquiry before getting back to you, which will help them to be more efficient in their response to you.

Our customer support representatives speak English, Croatian, Czech, French, German, Italian, Slovakian, and Spanish.

Simply contact us at support@mgg.ski, and we’ll get back to you asap.

Mont Gele Gear S.à.r.l.
Rue du Lignolat 55
1170 Aubonne
Switzerland

CHE-397.112.704