Shipping & Returns Policy

At Outwell Zone, we’re committed to making your outdoor adventures as seamless as possible. Whether you’re gearing up for a family camping trip or a backpacking expedition, our shipping and returns policies are designed with your convenience in mind.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive an email confirmation once your order has been dispatched.

Shipping Options & Delivery Times

We offer two shipping methods to suit your needs:

  • Standard Shipping: £12.95 via DHL or FedEx – Delivery within 10-15 business days after dispatch
  • Free Shipping: Available on orders over £50 via EMS – Delivery within 15-25 business days after dispatch

Note for International Customers: Delivery times may vary depending on customs processing in your country. Some remote areas in Asia and other regions may not be serviceable.

Returns & Exchanges

We want you to be completely satisfied with your outdoor gear. If you need to return an item, please follow these simple steps:

Our Returns Policy

You may return most items within 15 days of delivery, provided they are:

  • In original condition (unused, unwashed)
  • With all tags attached
  • In the original packaging

Non-Returnable Items

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

  • Food items (due to hygiene regulations)
  • Electrics with broken packaging seals
  • Custom-made or personalized items

How to Return an Item

Step 1: Submit a Return Request

Email our customer service team at [email protected] with:

  • Subject: “Return Request – Order #[Your Order Number]”
  • Product name and quantity
  • Reason for return
  • Your contact information

Step 2: Wait for Approval

We’ll respond within 2 business days with return instructions and an RMA (Return Merchandise Authorization) number.

Step 3: Package and Ship Your Return

Securely package the item(s) with:

  • The RMA number clearly visible
  • A copy of your order confirmation
  • All original packaging and tags

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Processed within 5 business days to your original payment method (Visa, MasterCard, JCB, or PayPal). Depending on your financial institution, it may take 3-10 business days to appear on your statement.
  • Exchanges: We’ll ship your replacement within 2 business days of receiving your return, with delivery times following our standard estimates.

Important: Return shipping costs are the customer’s responsibility unless the item is defective or incorrect. We recommend using a trackable shipping service.

Damaged or Defective Items

If you receive a damaged item:

  1. Contact us immediately at [email protected] with photos
  2. We’ll arrange a replacement or refund at no cost to you
  3. In some cases, we may provide a prepaid shipping label for returns

International Returns

For customers outside the UK:

  • You’re responsible for any customs fees or import duties
  • Mark packages as “Returned Goods” to avoid additional charges
  • Refunds are issued in GBP (British Pounds) and may be subject to currency conversion rates

Need Help?

Our customer service team is here to assist with any questions about shipping or returns. Contact us at [email protected] or call +44

+000 000 000
(9am-5pm GMT, Monday-Friday).

Last updated: [Insert Date]