Welcome to Outdoor Haven Shop’s FAQ section. Here you’ll find answers to common questions about our products, shipping, returns, and more. If you can’t find what you’re looking for, please don’t hesitate to contact our customer service team.

About Our Products

What types of outdoor equipment do you specialise in?
We specialise in premium outdoor equipment including camping tents (family tents, backpacking tents, Duke of Edinburgh recommended tents), awnings (with various brands and accessories), camping furniture, cooking equipment, and replacement parts like air tubes. Our range is designed for everything from family camping trips to serious expeditions.
Do you offer blackout or dark inner tents?
Yes! We understand the importance of good sleep while camping. We offer specially designed blackout and dark inner tents to help block out light for better rest during your outdoor adventures.
How do I choose the right tent for my needs?
Consider your group size and trip type. Family tents are spacious for groups, backpacking tents are lightweight for hiking, and our Duke of Edinburgh recommended tents meet specific expedition requirements. Need advice? Our customer service team can help you select the perfect tent.

Ordering & Payments

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure and convenient checkout.
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect all your payment information. We never store your full payment details on our servers.
Can I modify my order after placing it?
We process orders quickly to get your gear to you fast. Please contact us immediately at [email protected] if you need to make changes, and we’ll do our best to accommodate your request.

Shipping & Delivery

Where do you ship to?
We ship worldwide to adventurers everywhere, excluding select remote areas in Asia and some other locations. Wherever your outdoor adventures take you, we’ll do our best to get your gear to you.
What are my shipping options?
We offer two convenient shipping options:
Standard Shipping (£12.95): Via DHL or FedEx with 1-2 day processing and 10-15 day delivery after dispatch. Tracked service perfect for urgent needs.
Free Shipping: For orders over £50 via EMS with 1-2 day processing and 15-25 day delivery after dispatch. Great value for larger orders like family tents or complete camping sets.
How long will my order take to arrive?
After 1-2 working days for processing, delivery typically takes:
– 10-15 days for Standard Shipping
– 15-25 days for Free Shipping
You’ll receive tracking information once your order ships so you can follow its journey to your doorstep.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of delivery. If you’re not completely satisfied with your awnings, camping equipment, or any other purchase, you can return it for a refund or exchange.
How do I return an item?
Please contact our customer service team at [email protected] for return instructions. We’ll guide you through the simple process whether you need to return awning accessories, exchange camping furniture, or any other item.
What if my item arrives damaged?
We carefully inspect all items before shipping, but if your camping gear arrives damaged, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund as quickly as possible.

Customer Service

How can I contact customer service?
Our friendly team is here to help with any questions about tents, awnings, shipping, or returns. Email us at [email protected] or visit our contact page. We typically respond within 24 hours.
What are your business hours?
Our customer service team is available Monday-Friday, 9am-5pm GMT. Emails received outside these hours will be responded to on the next business day.
Where is Outdoor Haven Shop located?
Our headquarters is at 84 Elm Grove, Portsmouth, GB PO3P 5PF, United Kingdom. We ship globally to outdoor enthusiasts everywhere (excluding some remote areas).

Still have questions? Our adventure-ready customer service team is happy to help! Contact us at [email protected] for personalised assistance with your outdoor gear needs.