At Outwell Sales Store, we’re committed to getting your outdoor gear to you efficiently and ensuring complete satisfaction with every purchase. Below you’ll find all the details about our shipping and returns processes.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

Standard Shipping (£12.95)
Carrier: DHL or FedEx
Delivery Time: 10-15 business days after dispatch

Free Shipping (Orders over £50)
Carrier: EMS
Delivery Time: 15-25 business days after dispatch

Note: Delivery times are estimates and may vary. We cannot ship to some Asian countries and remote regions.

Accepted Payment Methods

  • Visa
  • MasterCard
  • JCB
  • PayPal

Returns & Exchanges

We want you to be completely satisfied with your outdoor gear. If you need to return an item, please review our policy below.

Our Returns Promise

We accept returns within 15 days of delivery for most items, provided they meet these conditions:

  • In original, unused condition with tags attached
  • In original packaging
  • Accompanied by proof of purchase

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Used shelters, awnings, or footprints (if erected or used outdoors)
  • Custom or special order items
  • Products damaged through improper use

How to Return an Item

  1. Contact Us: Email [email protected] with your order number and reason for return
  2. Wait for Authorization: Our Manchester-based team will respond within 2 business days with return instructions
  3. Package Securely: Repack items in original packaging with all included materials
  4. Ship Back: Send to our returns address using a trackable service

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or incorrect. We recommend:

  • UK Returns: Royal Mail Signed For service
  • International Returns: Tracked courier service (DHL/FedEx)

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds processed within 5 business days
  • Method: Original payment method (credit card/PayPal)
  • Notification: You’ll receive email confirmation

Please allow 3-10 business days for the refund to appear in your account, depending on your financial institution.

Exchanges

For size or product exchanges:

  • Follow the standard return process
  • Include a note specifying your desired replacement
  • We’ll ship the new item once the return is received
  • If the replacement costs more, you’ll be invoiced for the difference. For lower-priced items, we’ll refund the difference

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us within 48 hours of delivery
  • Provide photos of the issue
  • We’ll arrange a free replacement or return

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email Body:
Dear Outwell Customer Service,

I would like to request a return for my recent purchase (Order #[Your Order Number] placed on [Order Date]).

Item(s) to return: [Product Name(s)]
Reason for return: [Please specify – e.g., incorrect size, changed mind, defective item]
Preferred resolution: [Refund / Exchange for [Product Name/Size]]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Number]

Contact Us

For any questions about our shipping or returns policy, contact our friendly team at [email protected] – we’re here to help you get back to your outdoor adventures with gear you love!

The Outwell Sales Store Team
77 Faulkner St, Manchester, GB M8H 2MX