Delivery
Free & fast shipping in the UK mainland.
Delivery is within 2-4 working days* to the UK mainland, outside of the UK, delivery is within 5-10 working days*.
Tent & Trail takes responsibility for the delivery of the item to you in good condition, upon receipt of your goods it is your responsibility to check your item for any damage and notify us as soon as possible.
We will notify you via email, that your parcel has been dispatched the day that it leaves our warehouse.
Free Delivery Exclusion Zones
Free delivery service is available to the vast majority of UK customers. However, certain UK postcodes do not qualify for our free delivery service and customers in these areas may be required to pay a supplementary delivery fee. The current free shipping exclusion zones include postcodes in the following areas: Channel Islands, Northern Ireland, Isle of Man, Isles of Scilly, Scottish Highlands & Islands.
Consequently, if your postcode falls within one of the free delivery exclusion zone(s), please email support@tentandtrail.co.uk confirming your full address details and we will be in touch with a quote for delivery. We can also arrange delivery to Europe – please contact us for a quotation.
Delivery Failure
Roof tent delivery – Our 2-man courier service will deliver your roof tent to your hallway, garage or back garden but you need to be in to receive it. If you are not in to receive the item, the couriers will not leave the roof tent in a safe place or deliver it to a neighbour. You will be contacted by our 2-man courier service and given a delivery date. If you are unable to receive the roof tent on the given date, you can choose an alternative date. You will then be given a 3-hour timeslot for when delivery will be attempted. You will be charged £100 per failed delivery attempt, for the service we have arranged. Please make sure you or someone else will be in to receive delivery or you will incur delivery charges.
Awnings delivery – If your parcel has been dispatched and you are not in to receive the item, the couriers will attempt re-delivery. If you’re not in on the 2nd attempt and the parcel is returned to us you will be charged up to and including £50 per delivery attempt including the original attempt to deliver your parcel, for the service we have arranged. Some of the couriers will attempt to leave your parcel with a neighbour, but you are not guaranteed a phone call to say the courier is on his way to your house.
NOTE – Vehicle access restrictions to your property may mean additional costs or delivery failure. If you are concerned this may apply to you, then please be sure to email us before you complete your order at checkout.
3rd Party Courier
If you commission a 3rd party courier chosen by yourself and not through Tent & Trail, the responsibility for the item is no longer with Tent & Trail once it has passed to the courier commissioned by yourself. Hence please arrange for your courier to check the item for damage at the time of delivery to them.
Important Delivery Information
Please check the condition of the packaging before accepting the delivery. If there is visible damage to the package itself, take pictures and refuse the delivery. Notify us immediately at support@tentandtrail.com so we can rectify the issues as soon as possible.
* Not a guaranteed time estimate. This is an estimate based on our average delivery times.
Collection
Due to the size and weight of our products, it is often easier to have them delivered by our specialised couriers. However, if you would prefer to collect your order in person, please arrange a date and time with us and we will facilitate a collection.
Returns
We guarantee your satisfaction. Under UK law, you have a 14-day cooling-off period from the date of delivery to cancel your order for a full refund. Additionally, all of our products come with a 30-day satisfaction money-back guarantee. We will offer an exchange or a refund, provided the item is:Return Conditions:
- Returns must be initiated within 14 days of notifying us.
- You are responsible for return shipping costs unless the item is faulty.
- The item must be returned in its original packaging and unused condition.
Return Methods:
- We can arrange collection (a collection fee of up to £100 will be deducted from your refund).
- You can return the item using a trusted courier and retain proof of shipment.
Damaged goods
If you receive your goods and they have either been damaged in transit or are in some way faulty, we will be happy to accept them back and send a replacement, or refund you in full. In these circumstances, you must:- Report damage to courier, take pictures and refuse the delivery.
- Contact us immediately at support@tentandtrail.com and we will make the necessary arrangements on your instruction.
Cancellation Rights
Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134 you have the legal right to cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of any made to order items). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.- Should you wish to cancel your order, you can notify us by telephone (01264 604 972) or email (support@tentandtrail.com).
- You cannot cancel your contract if the goods you have ordered are bespoke (i.e. made to order) or ordered under SPECIAL ORDER terms (ordered in exclusively for your requirement).
- If you have received the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk.
- If you cancel your contract but we have already processed the goods for delivery, you should not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.
- All unwanted goods must be returned to us in new & unused condition unless a warranty claim is being made.
- We reserve the right to refuse returned goods if necessary. For example, if they are spoiled or unsellable.
Cancellation by Us
We reserve the right not to process your order if:- We have insufficient stock to deliver the goods you have ordered;
- We do not deliver to your area; or
- One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
- If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.
Refunds
If a returned item is used, damaged, missing parts, or in less than “as new” condition, we may deduct an appropriate amount from your refund to reflect depreciation. In some cases, if the product has been misused or mistreated, no refund may be due.
Processing Refunds
Refunds will be issued via the original payment method within 14 days of receiving the returned item or proof of return. No refund processing fees will be applied.