At Outdoor Haven Shop, we’re committed to delivering your premium camping gear and outdoor equipment with care and efficiency. Our shipping and returns policies are designed to give you peace of mind while you prepare for your next adventure.

Shipping Information

Order Processing

We process all orders within 1-2 business days (Monday-Friday) after payment confirmation. Orders placed on weekends or holidays will be processed the next business day.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping (£12.95) – via DHL or FedEx
    • Delivery within 10-15 business days after dispatch
    • Includes tracking and insurance
    • Recommended for time-sensitive orders
  • Free Shipping – via EMS (for orders over £50)
    • Delivery within 15-25 business days after dispatch
    • Includes basic tracking

Please Note: Delivery times are estimates and may vary depending on your location and customs processing. We ship worldwide except to certain Asian countries and remote regions.

Returns & Exchanges Policy

We want you to be completely satisfied with your outdoor gear. If you’re not happy with your purchase, we offer a straightforward returns process.

Eligibility

To qualify for a return or exchange:

  • Request must be made within 15 days of receiving your order
  • Items must be in original condition (unused, unwashed, with tags attached)
  • All original packaging must be included (especially important for camping furniture and tent accessories)
  • Proof of purchase must be provided

Non-Returnable Items

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

  • Used camping cooking equipment
  • Inner tents that have been unpackaged and set up

How to Return an Item

  1. Contact Us: Email our customer service at [email protected] within 15 days of receiving your order. Use our template below for quicker processing.
  2. Wait for Authorization: We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package Your Item: Securely pack the item(s) in the original packaging with all accessories.
  4. Ship Your Return: Send the package to our address at 84 Elm Grove, Portsmouth, GB PO3P 5PF using a trackable shipping method.

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 lost return packages.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days after we receive your return.
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Deductions: Original shipping fees are non-refundable, and a restocking fee may apply for large items like family tents or camping furniture.

Exchange Process

For exchanges (size, color, or different product):

  1. Follow the same return process above
  2. Clearly state in your email that you’d like an exchange and specify the replacement item
  3. Once we receive your return, we’ll ship the replacement item
  4. You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If you receive a damaged or defective item (like a tent with faulty poles or awning with manufacturing defects):

  • Contact us immediately with photos of the damage
  • We’ll arrange a free return label if needed
  • Choose between a full refund or replacement

Return Request Template

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

Dear Outdoor Haven Shop Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item Details:
Product Name: [e.g., “Vango Odyssey Air 500 Tent”]
Reason for Return: [Please specify – wrong size, defective, changed mind, etc.]

For exchanges, I would like: [Specify replacement item details if applicable]

Please advise next steps. I’ve reviewed the return policy and confirm the item is in original condition with all packaging.

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

Contact Us

For any questions about our shipping or returns policy, please contact our customer service team:

Thank you for choosing Outdoor Haven Shop for your outdoor adventures. We’re committed to ensuring you have the best experience with our premium camping gear.