Frequently Asked Questions
Welcome to Outwell Zone’s FAQ section. Here you’ll find answers to common questions about our products, delivery, payments, and more. If you can’t find what you’re looking for, please contact our customer service team at [email protected].
Product Questions
What types of outdoor products do you offer?
We specialise in premium outdoor equipment including family tents, backpacking tents, festival tents, awnings, extensions, and a wide range of camping accessories. Our product range is designed to make your outdoor adventures comfortable and memorable.
How do I choose the right tent for my needs?
Our product categories are organised by usage scenarios. Family tents are spacious and durable for group camping, backpacking tents are lightweight for hiking, and festival tents are designed for easy setup at events. If you need specific recommendations, our customer service team can assist you.
Do you sell replacement parts for your products?
Yes, we offer various accessories and replacement parts including footprints, doors, and electric components. Check our “Accessories” sections for specific items.
Delivery & Shipping
What are your delivery options?
We offer two shipping methods:
1. Standard Shipping: via DHL or FedEx (10-15 days after dispatch) for £12.95
2. Free Shipping: via EMS (15-25 days after dispatch) for orders over £50
All orders are processed within 1-2 working days before dispatch.
1. Standard Shipping: via DHL or FedEx (10-15 days after dispatch) for £12.95
2. Free Shipping: via EMS (15-25 days after dispatch) for orders over £50
All orders are processed within 1-2 working days before dispatch.
Do you ship internationally?
Yes, we ship globally except to some remote areas in Asia and other locations. International customers should note that local customs fees may apply upon delivery. Contact us if you’re unsure about delivery to your specific location.
How can I track my order?
Once your order is dispatched, you’ll receive tracking information via email. You can use this to monitor your package’s journey to your doorstep.
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 payment transactions. We never store your full payment details on our servers.
Returns & Exchanges
What is your return policy?
We stand behind our products and offer a 15-day return policy from the date of receipt. If you’re not completely satisfied with your purchase, contact our customer service team to initiate a return.
How do I return an item?
Please email our customer service team at [email protected] with your order details. We’ll guide you through our simple return process and provide return instructions.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
Account & Technical Questions
How do I create an account?
During checkout, you’ll have the option to create an account. This allows you to track orders, save preferences, and enjoy faster checkout in the future.
I forgot my password. What should I do?
Use the “Forgot Password” link on the login page to reset your password. You’ll receive instructions via email.
How do I contact customer service?
Our friendly customer service team is available via email at [email protected]. We aim to respond to all inquiries within 24 hours during business days.
Still have questions? We’re here to help! Contact us at [email protected] and we’ll ensure you have all the information you need for your next outdoor adventure with Outwell Zone.