Frequently Asked Questions
General FAQ
Shipping, Returns and Refunds
How to place an order
Ordering Process
Guided Shopping: Our website will walk you through the steps of placing an order.
Review and Correction: You'll have the opportunity to check and fix any mistakes before finalising your order.
Order Confirmation
Order Acknowledgement: You'll receive an email confirming we have received your order, but this doesn't guarantee acceptance.
Contract Formation: We will send a separate email confirming shipment ("Dispatch Confirmation"). This email signifies the official contract between you and Outdoor Spares Limited.
Payment and Delivery
Payment Verification: If your billing information seems suspicious, we might restrict delivery to your card's registered address
How do I track my order?
Stay Informed About Your Deliveries:
We offer tracking on all our deliveries, giving you complete peace of mind. You'll receive a tracking number as soon as your order ships, allowing you to conveniently monitor its progress.
Understanding Tracking Options:
We primarily utilise Royal Mail for deliveries. Their standard tracking service confirms successful delivery or attempted delivery. While it doesn't provide live location updates, some of our delivery options, including select Royal Mail services and Evri, offer more detailed tracking information that might include the package's location during its journey.
What payment methods do you accept?
We accept all major credit cards (American Express / MasterCard / Visa) debit cards (Solo / Maestro / Visa Debit / Visa Delta / Visa Electron) Google Pay and Apple Pay.
Your credit card or other account detailed above will be debited when you click on the “confirm” button.
Any credit card used for payment must be in the name of the person ordering and the same card must be carried at the time of delivery - it may be required for verification and obtaining signature on a credit card charge form for delivery.
All payments are processed through third-party payment gateways using PCI Encryption. We do not store credit card details nor do we share customer details with any 3rd parties
What are your shipping options and costs?
Free Shipping on Everything!
We offer free shipping on all orders. Your items will be sent via Royal Mail RM48, a reliable second-class service with an estimated delivery time of 2-4 business days, however on occasion it can take a day or two longer.
Need it Sooner? We've Got You Covered.
For a small fee at checkout, you can upgrade to first-class shipping with Royal Mail. This option gets your package to you faster, with an estimated delivery timeframe of 1-2 business days.
Oversized Items? No Problem!
If your order contains any items that exceed Royal Mail's size restrictions, we'll send them via Evri to ensure they arrive safely
Do you offer international shipping?
We currently offer delivery within the UK. Stay tuned for exciting news about international shipping soon!
How do I return or exchange an item?
We want you to be happy with your purchase! If something isn't quite right, you can return it for a full refund within 30 days of receiving it. Here's what you need to know:
Condition: Returned items must be in their original, unopened packaging and in resalable condition.
Cost: We offer a tracked return service for £4.99, which will be deducted from your refund.
Shipping: You're welcome to use a different tracked service, but we can't be responsible for lost itemsif you chose not to use a tracked service
Please ensure you include your order number and contact details to enable us to deal with your return promptly
Returns Address:
Returns Department
Outdoor Spares Limited
Unit 3 Lynedoch Industrial Estate
Greenock
PA15 4AY
Exchanges:
Need a different size or product? Simply return your unwanted item and place a new order!
What should I do if I receive a damaged or incorrect item?
We understand that sometimes things happen during shipping. If you receive a damaged item, please let us know as soon as possible by emailing sales@outdoorspares.com. To help us resolve the issue quickly, it would be helpful if you iinclude a photo of the damage. Our team will review the issue and work towards a swift resolution.
Got the Wrong Item?
Oops! We apologise if you received the wrong item. Please email sales@outdoorspares.com with the details of the item you received. This will help us investigate the problem and get the correct part to you as soon as possible. We'll also include a free return label for the incorrect item in your replacement package.
Cancellation Policy: Easy and Secure
We understand that plans change, and you have the right to cancel your order for a full refund at any time before it ships. Simply contact us through sales@outdoorspares.com to request a cancellation.
Speedy Refunds for Pre-Shipment Cancellations
If you cancel your order before it ships, you'll receive a full refund, including any delivery fees. The refund will be processed promptly using your original payment method.
Post-Shipment Cancellations? Our Return Policy Applies
If your order has already shipped, you can still return it using our hassle-free return process (see our return policy above)
How can I contact Outdoor Spares customer support?
The quickest way to contact us is via the chat on the website, or send an email to sales@outdoorspares.com where we typically aim to get back to you within 2 - 4 business hours.
Why don't we have a customer support phone number, the Outdoor Spares brand was built online, including our customer support, and all our channels are manned by human staff who are eager to help you out.
Customer FAQ
How we use your data
Why do you need my email address?
We use your email address to communicate with you about your order. With your consent, we can also keep you updated about new collections, offers, events and editorials.
Why do you need my telephone number?
We keep a secure database so that we can contact you quickly if there is a query on your order. Our delivery partners, Royal Mail and DHL, may also use your telephone number to make you aware of your delivery.
How secure is your website?
We are aware that our relationship with you is based on trust. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organisations that handle credit and debit card information. To sell online and accept online payments both software and hosting need to be PCI compliant. Our website is powered by Shopify. All Shopify stores are PCI compliant by default with Level 1 PCI certification. This certification covers all areas of our site whilst you are on an "Outdoor Spares" domain, including our checkout and our web hosting.
Do you use cookies?
Yes. Like many other websites, the Outdoor Spares website uses cookies. A cookie is a small data file stored by your web browser on your computer or mobile phone. We use cookies to keep track of what you have in your bag and to remember you when you leave and return to our site. You can disable cookies on your computer or mobile phone by changing your preferences in your browser. However, our site may not operate in the way we intend it to if you disable cookies. By continuing to use our site, you are agreeing to our Cookie Policy
What do you do with my data?
Our data collection and storage are governed by the rules of the UK GDPR (General Data Protection Regulation). Your data will always be handled in accordance with the Outdoor Spares Privacy Policy.