Q: Which Telephone Extension do I need for Internet Sales?

A: Option 2 is for internet sales. If you want to reserve a tent for collection and payment in store please choose option 1.

Q: When will my order be despatched?

A: If the order is placed before 11am [including for Diamond delivery] it will almost definitely go out the same working day however it may be delayed a day during peak season.

Q: What are the postage costs?

A: Diamond is £20 - guaranteed next day before 10am. First class is £7 - Usually arrives next working day. Second class is £4.95 - usually arrives 2 days after despatch. Please note Diamond is available to Mainland UK orders only. If you are unsure if you can choose Diamond, please telephone 0871 271 1187.

Q: What Delivery Company do you use?

A: We use DHL for the majority of items. If you order a particularly small or light item then Royal Mail may be used.

Q: When are parcels delivered?

A: DHL deliver parcels on weekdays between 08:00 and 17:30. They do not deliver on Saturdays.

Q: Do I need to sign for my goods?

A: Yes a signature is required for all parcels sent with DHL.

Q: What if I will not be in?

A: We suggest you provide an alternate address when ordering so that someone will be available between 08:00 and 17:30 to sign for it. However if you are out DHL should leave a card allowing you to re arrange delivery or to collect it from your local depot. If you have a 'safe place' you want DHL to leave it then you must provide a SIGNED note on the OUTSIDE of your door detailing instructions. This is so DHL can take the note as proof they are allowed to leave the parcel. By doing this you are accepting full responsibilty when the driver has left the goods in your safe place. If your parcel is returned to us through non delivery then you will incur a £6 re-delivery and handling fee.

Q: I have given the wrong address what shall I do?

A: You must call on 0871 2711187 and let us know as soon as possible so we can locate the parcel and ammend the address before it leaves. If the parcel has already left then there will be a £6 charge as explained in the T+Cs.

Q: I'm not sure I can have Diamond delivery because of where I live, how do I check?

A: If you ring on 0871 2711187 with your post code we should be able to let you know whether your parcel can be put on a Diamond service. Diamond is limited to Mainland UK.

Q: Do you deliver to BFPO addresses?

A: Unfortunately we can not.

Q: How long is delivery to Northern Island/Channel Islands/Offshore Isles and Highlands?

A: For NI, the channel islands and offshore isles delivery may take and extra 2-3 days.

Q: I live in the channel islands and don't have to pay VAT, how do I remove this charge from my order?

A: You will need to place the order in the usual manner and when you receive your goods there will be an invoice enclosed stating the amount of VAT you have been charged. You must claim back the VAT yourself.

Q: I saw a product on your website but now it isn't there, why is this?

A: When a product goes out of stock it is hidden from the website. It will be put back on the website when the item is back in stock.

Q: There are two prices for a product, which do I pay?

A: The lower price will be the price before VAT is added and you will most likely see this when having used the search bar. When you click on the item you will be provided with the price including VAT. When VAT is included in the price it will be stated in brackets and this is the price you will be charged.

Q: I want to return something how do I go about doing this?

A: Please ring 0871 2711187 to book in your return. If the item is faulty please read the terms and conditions. If you are returning goods for any other reason then we ask you send the goods back at your own cost. We suggest a recorded and signed for delivery as you will be responsible for the parcel until it reaches us. If the item is particularly large or heavy we will arrange for DHL to come and collect the item from you at a cost of £10. The collection will take place between 09:00 and 17:00. You will need to enclose a note with you name, order number, contact number and a brief description of why it is being returned. If it does not contain this note then you may experience a delay in your refund.