Shipping & Returns

At Tent Gear Store, we’re committed to getting your outdoor gear to you efficiently and ensuring you’re completely satisfied with your purchase. Below you’ll find all the details about our shipping options and straightforward returns process.

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 Options

We offer two shipping methods to meet your needs:

• Standard Shipping (£12.95):
  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after dispatch
  • Includes tracking and insurance
• Free Shipping (Orders over £50):
  • Carrier: EMS
  • Delivery time: 15-25 business days after dispatch
  • Includes basic tracking

Returns & Exchanges

We want you to be completely happy with your Tent Gear Store purchase. If you’re not satisfied, you may return most items within 15 days of receiving your order.

Eligibility for Returns

To qualify for a return or exchange:

• Item must be unused and in original condition
• All original tags must be attached
• Original packaging must be intact
• Proof of purchase is required

Non-Returnable Items

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

• Air Tube Replacements (hygiene reasons)
• Camp Kitchen items that have been opened or used
• Camp Lighting with signs of use
• Any items showing wear or that have been assembled/used

How to Return an Item

Step 1: Submit a Return Request
Email our customer service team at [email protected] with the following information:

Step 2: Wait for Approval
Our team will respond within 2 business days with return authorization and instructions.

Step 3: Ship Your Return
Once approved, please ship your return to:

We recommend using a trackable shipping service as you are responsible for the item until it reaches us.

Refund Process

Once we receive and inspect your return:

• Refunds will be processed within 5 business days
• Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
• Shipping costs are non-refundable unless the return is due to our error
• You’ll receive an email confirmation when your refund has been processed

Refund Timelines

Depending on your payment provider, it may take additional time for the refund to appear in your account:

• Credit/Debit Cards: 5-10 business days after processing
• PayPal: 3-5 business days after processing

Exchanges

To exchange an item:

• Follow the same return process above
• Clearly indicate in your email that you’d like an exchange and specify the replacement item
• We’ll process the exchange once we receive your return
• You’ll be responsible for any price difference and additional shipping costs

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

• Contact us immediately at [email protected]
• Include photos of the damaged item or incorrect product received
• We’ll arrange for a replacement or refund at no additional cost to you
• In some cases, we may ask you to return the item using a prepaid shipping label

International Returns

For customers outside the UK:

• You are responsible for return shipping costs and any customs fees
• We cannot refund original shipping costs for international orders
• Please mark the package as “Returned Goods” to avoid additional customs charges