Delivery and Returns
We hope you love shopping with us. Here are our delivery and returns policies to help make sure we meet your expectations. Contact Us.
Shipping and Delivery
Shipping and Delivery is the charge for internet order processing, item selection, packaging, transport and handling. We endeavour to despatch products ordered before 1pm for UK delivery for next (working) day delivery. However, during busy periods or due to stock availability, delivery and payment card verification issues, next day delivery is not always guaranteed. This is why we specify 1-3 day delivery at the ordering stage. If guaranteed next day delivery is required, we urge customers to make certain by telephoning us at the time of placing their order.
Orders for delivery outside the United Kingdom are subject to overseas delivery periods (typically 5-7 working days). Please contact us for a quote for overseas postage costs.
Delivery costs range from £3.95 depending upon the weight of your order.
Please note, for UK orders containing more than one item, a maximum delivery charge of £4.95 will be charged regardless of the quantity of products ordered. This price will include insurance for the consignment.
If you require your item to be delivered on a Saturday, the delivery cost will be subject to an additional cost of £12. This service is only available on orders placed before 1pm on the Friday afternoon. Please contact our customer support lines on 01484 817456 at the time of ordering to arrange this. (This service is not available if the day of ordering is a bank holiday, e.g. Good Friday).
Returns and Replacements
Return Unwanted/Unused Items.
If you have received an item as ordered but you would like to return it please send to the address above with a note of your requirements and order number. All items must be returned unworn or unused within 28 days. Please ensure that swing tags are attached or enclosed and that garments are folded as supplied in the original packaging. Any item returned that is deemed used or worn will be returned to you and we shall be entitled to charge you for the return carriage costs via your original payment method. In the event that your credit card has expired, or is declined we will hold the item(s) until full payment has been made for the return carriage. Please enclose the following details with your return:
REASON FOR RETURN
You are responsible for any item until it reaches us so it is advisable to use a traceable method of postage such as a Royal Mail signed for service. Heavier items should be sent by courier.
Under Consumer Contracts Regulations (formally Distance Selling), you are entitled to cancel any order within a period of 14 days after delivery to you providing goods are unused and unworn. Please ensure swing tags are attached or enclosed and that garments are folded and returned in their original packaging. When cancelling an order, you will be responsible for the return postage.
Damaged/Faulty on Receipt.
All items are checked by us before despatch. It is recommended that you thoroughly inspect the goods once they are received and inform us immediately should any of the items be damaged or faulty.
All items returned to us as faulty will be checked by the manufacturer. Only equipment or clothing that has failed due to a fault in the manufacturing process will be replaced or refunded. The warranty covers defects in material and workmanship it does not cover damage caused by misuse, abuse, neglect or failure to follow recommended use, care or maintenance instructions. Please be certain that any faults found are as a result of manufacturing defects or damage and not misuse or failure to follow manufacturers' instructions. If the product is found to be defective from misuse, the goods will be returned to the customer at their own expense.
Please return the item/s to us at the address below with the following information:
DETAILS OF THE FAULT
The cost of returning the items is met by the customer (www.parcel2go.co.uk offer a courier service for packages up to 25kg for £7.50)
The items will be forwarded to the manufacturer by us for inspection and if deemed to be caused by a fault in the equipment the customer shall receive a replacement item or part, a repair service or a refund. The postage cost will also be reimbursed up to a limit of £10 for tents over 5kg or £4.95 for all other items, please enclose a receipt for the postage with the goods. This process can take up to 28 calendar days.
If the fault is deemed to be caused by the customer through misuse, abuse, neglect or failure to follow the care, use or maintenance instructions then no refund or replacement will be offered and the cost of returning the item will be met by the customer. In particular, please note that any items returned to us which you claim to be faulty or incomplete are checked and verified by our technicians. Any returned items that are found not to be faulty or incomplete or goods which are deemed faulty due to misuse, neglect or failure to follow use, care or maintenance instructions will be returned to you and we shall be entitled to charge you for the return carriage costs via your original payment method. In the event that your credit card has expired, or is declined we will hold the item(s) until full payment has been made for the return carriage. Any items that you return to us are at your own risk, therefore we strongly advise all our customers to take reasonable care when returning any items to us for example, by ensuring the goods are correctly addressed, adequately packaged, insured and carried by a reputable trackable carrier. In any event, we accept no liability for goods damaged or lost as part of a customer instigated returns procedure.
In the vast majority of tent returns, tent poles are broken as a result of failure to follow manufacturers pitching instructions, incorrect pitching or pitching in unsuitable or adverse weather conditions. Manufacturers will therefore not offer warranty in these cases. This applies particularly to the Coleman Event Shelter and Quickpitch tents where no warranty is offered or implied for either poles or connectors. In these cases, replacement parts are available for sale or repairs are possible using third party suppliers.
Water Repellency (Tents)
Before using your tent for the first time, precondition your tent by erecting it as per the instructions, all seams have holes where it is sewn and these areas are susceptible to leaking. It is recommended that the tent be weathered by wetting and allowing it to dry naturally allowing the thread to expand, also that a suitable seam sealer be applied when thoroughly dry. Even after pretreatment, tents are not 100% waterproof, they are water repellent under normal conditions but under severe weather conditions water may penetrate.
Unsuitable - for Exchange or Refund
If you have received an item as ordered but you would like to return it for an exchange or a refund please send it to the address below with a note of your requirements and order number and we will exchange/refund on receipt. All return postage costs must be met by the customer and the goods are the responsibility of the customer until signed for by us. If the order was cancelled prior to despatch the postage value up to a maximum of £4.95 or £10 for tents over 5 kg will be refunded. Please use second class recorded delivery or a courier company for heavier items (www.parcel2go.com consignments start at £5.99). All items must be returned unworn or unused, in the case of clothing swing tags should be attached or enclosed and garments folded as supplied in the original packaging. Anyone buying clothing during December as a Christmas present will be able to return goods until the end of January providing the goods are returned unworn or unused. Any item deemed used or worn will be returned to the customer and we shall be entitled to charge them for the return carriage costs via the original payment method. In the event that the credit card has expired, or is declined we will hold the item(s) until full payment has been made for the return carriage. For refunds the cost of the goods at the time of ordering less the postage cost will be refunded via the original payment method. For exchanges there is a £3.95 fee to cover administration and postage of the exchanged item/s back out to you which will be taken from the card used for payment.
In the event of a valid return, refunds for goods purchased will only be placed on the original card of payment. In accordance with DSR, this will take place within 30 days.