Returns Information

You may return anything for an exchange/refund up to 60 days after purchasing.

You are responsible for paying to return items using any method you wish eg Royal Mail or any other courier.

  1. We do not offer free returns because we aim to keep the cost of the product as low as possible.
  2. If you need an alternative size or colour, we will send the replacement product out free of charge of postage
  3. If goods are found to be faulty we will reimburse any cost incurred.

How to return an order

  1. Print off your Sales Invoice/Returns Form which was E-MAILED to you when you ordered
  2. Tick your preference in the boxes at the bottom of the form.
  3. Send the package to the following address:

e-OUTDOOR Returns
Unit C West March Industrial Estate
Daventry
NN11 4SA

A 10% surcharge will apply to returns which are:

  • Missing any original tags
  • Footwear which have been returned in bare boxes and/or have been taped

No refund will be issued for footwear which has been worn outside.

Returns from The Channel Islands and outside the EU

Please ensure that the package is clearly marked as "RETURNS DEPARTMENT" to avoid incurring extra customs charges.


Want to Return An Order Using CollectPlus?

CollectPlus is an easy way to return items to e-OUTDOOR.

  • Includes online tracking
  • £50 compensation cover
  • Costs £4.60 (refundable with faulty items)
  • Printer is required

Purchasing a CollectPlus return label:

  1. Print off your Sales Invoice/Returns Form which was E-MAILED to you when you ordered
  2. Tick your preference in the boxes at the bottom of the form.
  3. Visit https://www.collectplus.co.uk/e-outdoors to purchase a returns label which will be emailed to you.
  4. Print the CollectPlus label you have received by email and stick it on the parcel, removing or covering old labels.
  5. Find your nearest CollectPlus shop and drop off your parcel by using the postcode finder on the CollectPlus website. You’ll be given a receipt so you can track it.

For this service, parcels must not weigh more than 20 kilograms and the 2 longest lengths of your package when added together should not exceed 120 cm.


Have you received my return?

Please allow up to 7 days after returning your order before contacting us to check the status of your return. We recommend you keep proof of postage and consider parcel insurance when you send your items back to us.

Please note that e-OUTDOOR are not liable for any parcels damaged or lost in transit when being returned.

A 10% surcharge will apply to returns which are missing any original tags, or in the case of footwear, posting bare boxes which have been taped.


How do I exchange an item?

  1. First check the item you want to exchange is in stock on our website.
  2. Then simply follow our returns procedure, sending the incorrect item back to us.
  3. When we receive the returned item(s), we will dispatch the new item to you.

Is there anything I can't exchange?

Items returned for exchange must be in their original condition with their labels and tags. Items must not:

  • Have been worn outdoors.
  • Be dirty, soiled or wet
  • Be marked, damaged or scratched.

Please note we can not accept returns on climbing equipment due to the laws on the sale of PPE equipment. For health and hygiene reasons, we are unable to accept the return of underwear that has been worn.

Why have I been refunded? I asked for an exchange.

If your requested size/colour is unavailable at the time your return is processed, we will provide you with a full refund and notify you by email.

A 10% surcharge will apply to returns which are missing any original tags, or in the case of footwear, posting bare boxes which have been taped.


Where is my refund?

  • We aim to process all refunds within 7 days with payment credited to your original payment account.
  • Payment will take 3-5 days to be credited. Delays will occur if the returns slip is incomplete or original tags are not included in your return parcel.
  • A 10% surcharge will apply to returns which are missing any original tags, or in the case of footwear, posting bare boxes which have been taped.
  • No refund will be issued for clothing/footwear that have been worn outside.

What if my item is damaged, defective or incorrect?

We strive to offer the best possible service, but very occasionally, things do go wrong. If you receive an item that's damaged, or defective, please contact us by email with details of the fault, including pictures if possible. Depending on the circumstances, we may offer an exchange, refund, repair or where this is not possible will replace the item with an equivalent model.

After 30 days, if a product needs to be returned you will only be entitled to a replacement or repair.

In the event of us sending you a replacement for a damaged, defective or wrong item, you must return the original item to us within 30 days. e-OUTDOOR reserves the right to charge the price of the replacement item to the payment card used for the original order if you do not return the original item to us within 30 days of the date on which e-OUTDOOR confirms we will issue a replacement.

This returns policy does not affect your statutory rights.


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