Our most commonly asked questions
ThruDark HQ is operational from 9am – 5pm from Monday to Friday.
Visits to ThruDark HQ are strictly by appointment only. We are not open to the public and are not set up to take walk-ins.
We currently operate solely as an online, direct to consumer business. In light of this we offer free exchanges and returns for refund cost just £5.00 using our easy, pre-paid returns process.
We offer multiple opportunities throughout the year to get hands on with the kit by way of attendance at mountain festivals and hosting our own exclusive events.
For further information on these events, sign up to our newsletter or join our GoDark loyalty programme.
In a world of fast fashion and constant races to the bottom, we actively avoid general discounts or promotions. We believe firmly that you buy nice or buy twice. Any offers are made exclusive to members of our GoDark loyalty programme. Loyalty is earned and loyalty is rewarded.
GoDark is our exclusive loyalty programme which you can access here.
You earn points for every order you place. The more points you earn, the higher you progress through the Tiers of the loyalty programme. Each time you reach a new Tier you unlock new exclusive perks, rewards and access to products.
Yes. We offer e-vouchers (e-gift cards) that can be purchased here.
Simply enter your email address and the e-voucher will be sent directly to your inbox (don’t forget to check junk and spam folders just in case). You can then forward this to the recipient, print off the email with the voucher code or even just write the voucher code down for the recipient.
Like all good things, using the latest in fabric technologies and cutting edge design takes time. If we’re out of stock on something, trust that we’ve already set wheels in motion on getting it back in.
If you want to be alerted as soon as we re-stock, sign up for a stock notifier on the product page by clicking “Notify Me” and remember – be fast, or be last.
You can also receive general updates on stock and product news by signing up to GoDark here.
Each product has its own size guide which can be found at the bottom of the product page.
We have also introduced a 'fit guide' which can also be found on the product page. This will tell you how the garment is designed to fit, whether that be slimmer and form-fitting or a looser fit.
It is worth noting that size exchanges are free and returns for refund cost just £5.00 from UK addresses so you are more than welcome to buy and try to find out what fits best.
We are always looking for inspiring individuals to join our community. If you think you have what it takes – tell us why with an email to email@example.com.
Sign up to GoDark for exclusive access to in-person events and experiences.
We offer a number of discounts to those in the emergency services and armed forces through our partners GoCertify. For further details on how to apply, or to find out if you are eligible click here.
Please note these discounts are currently available to UK customers only.
Unfortunately we are not currently set up to take pre-orders or back orders as we are a manual processing warehouse.
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smooth payments to more than 80,000 online stores. Over 65 million consumers worldwide have trusted Klarna to securely handle their payments.
Once your order’s confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order. Then you can just complete your payment online, at your convenience. You can pay via credit or debit card at www.klarna.com/uk
To use Klarna you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.
Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability.
If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address.
If you want to make a purchase with Klarna, you’ll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for late payment fees.
Klarna may run soft credit searches that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders.
The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including the amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card or Paypal at the checkout if Klarna doesn’t work.
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card.
Payment is due 30 days after the item is shipped. To help you pay on time, Klarna will alert you a few days before payment is due – you’ll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.
If you have chosen to Pay Later, Klarna will send you an email with further details on how to pay. Your email used for purchase will contain a link to Klarna where you can settle your payment with your chosen payment method. If you choose other methods this will automatically be set up to come out of your account.
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders, you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It’s very important, that you give us the correct details, as otherwise, you will not receive the payment information.
If you pay by card, we will confirm your order for you right away. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com
Once we have received your return (partial or full) and it meets our returns criteria, an updated statement will be sent to you by Klarna if you’ve made a partial return. With a full return, your statement will be closed.
You have 30 days to pay, so you don’t need to pay right away. If your order takes beyond the standard or next day delivery times and there is no sign of your goods, please email us on firstname.lastname@example.org to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.
If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.
If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.