At Outwell Sales, we’re committed to making your camping adventure as seamless as possible, from the moment you place your order to when you pitch your tent under the stars. Our shipping and returns policies are designed with your convenience in mind.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive an email confirmation with tracking information once your order ships.
Shipping Options
We offer two reliable shipping methods to get your camping gear to you:
- Standard Shipping: Delivered via DHL or FedEx within 10-15 business days after dispatch. Shipping fee: £12.95.
- Free Shipping: For orders over £50, shipped via EMS with delivery in 15-25 business days after dispatch.
Note: Delivery times are estimates and may vary depending on your location and customs processing. We currently ship worldwide except to certain Asian countries and remote regions.
Returns & Exchanges
We want you to be completely satisfied with your Outwell camping equipment. If you need to return or exchange an item, please review our policy below.
Return Policy Overview
- Returns accepted within 15 days of receiving your order
- Items must be unused and in original condition with all tags attached
- Original packaging required for all returns
- Proof of purchase (order number or receipt) must be provided
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on the following items if they have been unpackaged or used:
- Air Awnings
- Air Tents
- Awning Carpets & Flooring
All tent packages and accessories must be returned in their original, unopened condition.
How to Return or Exchange an Item
- Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Include:
- Your order number
- Item(s) you wish to return/exchange
- Reason for return/exchange
- For exchanges: specify the replacement product
- Wait for Authorization: We’ll email you a Return Merchandise Authorization (RMA) number and return instructions.
- Package Securely: Place the item in its original packaging with the RMA number clearly visible.
- Ship Back: Send the package to our warehouse at:
Outwell Sales
93 Donegall Pass
Belfast, GB CH5A 6TG
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (wrong item sent or defective product). We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.
Refund Process
Once we receive and inspect your return (typically within 3-5 business days), we’ll email you a confirmation. Your refund will be processed to your original payment method within:
- Credit/Debit Cards: 5-10 business days
- PayPal: 3-5 business days
Note: Original shipping costs are non-refundable, and international returns may be subject to customs fees.
Exchanges
Need a different size tent? Follow the return process above. Once we receive your return, we’ll ship the replacement. You’ll be responsible for any price difference and additional shipping costs.
Damaged or Defective Items
If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage. We’ll arrange a replacement or refund and cover all associated shipping costs.
Contact Us
Have questions about our shipping or returns policy? Our friendly customer service team is here to help at [email protected].
From our family to yours, thank you for choosing Outwell Sales for your camping adventures!