Frequently asked questions

If you have a general enquiry, have a look at the answers to some of the questions we get asked very frequently - it may just provide you with the answer you were looking for…

I have a question about...


  • My Order

    Why haven’t I received an email acknowledgement of my order?

    First check your email Spam/Junk file. Secondly, if you registered online, check your email address is correct in your ‘Account’ section on the website. If you are still unable to locate the email then please contact us and we will be able to check for you.

    Can I cancel my order?

    Yes. If you wish to cancel a pending order, please contact us as soon as possible. Please note you may still see a pending payment after the cancellation, although this will be removed from your statement a couple of days after the cancellation takes place. If however, your order has already been dispatched we will endeavour to recall the parcel from the delivery provider but you may have to return the parcel to us as per the instructions on the reverse of the delivery note.

    Can I amend my order after placing it?

    Yes you can! Although, it does depend if the item has been dispatched. If you wish to amend any part of your order e.g. size/colour then please contact us as soon as possible. Please note; this may cause a delay in delivery dependant on the order status.

    How do I claim VAT exemption for BFPO orders?

    BFPO orders that meet the VAT exemption rules will have the appropriate VAT correction made by us after the order is placed. Please note; your email order acknowledgement will state the full retail value including VAT. We will send you a VAT invoice showing the corrected totals.

  • Payment

    Have I been charged twice?

    We only take payment at the point of dispatch. However, at the time of placing your order the bank will ‘reserve’ (pre-authorise) the total order value amount against your card. Once your order has been dispatched the bank with fully authorise the transaction taking the payment from your account. This is not a duplicate charge. If you are still unsure, please contact us.

    Can I use a credit note online?

    Unfortunately we can only except credit notes in store and not online.

  • Group & Member Discount

    I have lost my group discount code

    It is the responsibility of your individual group to inform you of your discount code. If you have misplaced this then the first action you need to take is to contact your group and request a reminder. Please note, in order to protect the discount agreement of our groups and partners, we are not able to give out discount codes over the phone.

    My group discount code is not working

    It may be because your discount code was only applicable within a set time frame; therefore the discount may no longer apply. If you are unsure of any time restrictions you should contact your group direct to see if the code is still active. Please note, in order to protect the discount agreement of our groups and partners, we are not able to give out discount codes over the phone.

    Can I use my group discount online?

    Yes. You are able to use your group discount online. This will only apply a discount to full price items. You will be given the opportunity to apply your discount at the checkout by entering your group discount code into the field provided.

  • Delivery of my items

    Where is my delivery and how do I track it?

    You can track your order online*. If you log into the site and go to the right hand corner ‘My account’ and click on order tracking. This will show a full history of your order(s) supplied with the tracking number and carrier link. Please note, that if your order has been packed on the day you are investigating your delivery, the tracking details will not appear on the carrier website for a few hours.


    Your package requires collection and scanning before your information is available. *BFPO and International order tracking will not be available and if you have any tracking queries, please contact us.

    Who will be delivering my parcel?

    We use carefully selected carriers for delivery. For small orders we may also use the Royal Mail. You are welcome to specify one of our carriers by calling our Customer Service team although you may have to pay more for certain carriers and services.

    Who delivers my parcel to an international address?

    All international deliveries go out from the UK via ParcelForce. For delivery to Europe parcels are passed to the GLS postal system. If you require your GLS tracking number or need information for deliveries to other international destinations, please contact us.

    What happens to my parcel if I'm out while it's delivered?

    Some carriers will not leave your parcel without a signature. If you require this service then please call our Customer Service team. If you are out the carriers will leave a card and you may then either:

    • Collect your parcel from the specific carrier depot or the Post Office (Parcelforce) as per the instructions on the card
    • Organise a re-delivery. This can be done by calling the number on the card or contacting our Customer Service team.

    It may be possible to route to a different address (e.g. a work address) but you will need to contact us to arrange this.

    Can I leave my delivery ‘Safe’ or with a neighbour?

    Unfortunately, this option is not available at this time.

    What do I do if some of my items are missing from the package?

    This could mean that we have had to source item(s) from one of our stores. Please check the delivery lead time on the website for each individual item.

  • Click and Collect

    How much does Click & Collect cost?

    This service is FREE.

    How do I know when my order is ready for collection?

    We will send you an email to tell you when your items are ready for collection.

    When will I be charged for my Click & Collect order?

    As soon as you pick up your order, we will take a payment using the details you provided when you placed your order online.

    How long will the store hold my order?

    Orders will normally be held for a minimum of 48 hours after you are notified that your order is available for collection.

    What happens if I can’t collect my order?

    If you cannot collect your order within the 48 hour period, please contact the store directly about alternative collection arrangements.

    What do I need to take with me when I collect my items?

    You will need to take the order confirmation number or confirmation email with you to collect your items.
    We will also ask you to present a valid photo I.D such as a photo driving license or passport.

    How do I return a Click & Collect order?

    Your order may be returned to any Cotswold Outdoor store. For orders where the payment method was PayPal, please return your items via post to avoid unnecessary delays as we are currently unable to process this in store.

    Are there any products that cannot be purchased for Click & Collect?

    You can order most products online for store collection with the exception of Pre-Order and Web Only items.

    If my order has products that show mixed availability times, when can I collect them?

    You can collect items as soon as you have received your collection confirmation from the store.

    Can I choose to collect from multiple stores?

    Yes. You can choose which stores to collect from when placing you order.

    Can I amend a Click & Collect purchase?

    Yes. You can add, remove, change a size etc at the point of collection within the chosen store.

    How do I cancel a Click & Collect purchase?

    You will need to contact the store directly to notify of any cancellations.

    At what times can I collect my purchase?

    Items that are ready for collection can be collected at any time during the store opening hours, which are detailed on your collection confirmation email or from the website.

  • Returns and exchanges

    Can I take web/mail order items back to a Cotswold store?

    Yes - You will need your proof of purchase (invoice or delivery note). All returns/exchanges are at the discretion of the store manager.

    For orders where the payment method was PayPal, please return your items via post to avoid unnecessary delays as we are currently unable to process this in store.

    If I return an item in the post, does Cotswold Outdoor pay the postage?

    Postage costs will only be refunded in certain circumstances such as if the item is incorrect or faulty. More information on how to return your items and terms and conditions can be found on our Returns Policy.

  • Products and availability

    Can I check if an item is in stock at a store?

    Yes, you can either contact a store directly or contact us with the product code, size and colour and we will check for you.

    How do I find out more information on a product?

    You can either contact a store directly or contact us with the product code, size and colour and we will find out for you. Please note: we may have to contact the supplier on your behalf which may incur a slight delay in response.

    Why can’t I find an item on the website that I have seen in the stores/catalogue?

    Sometimes the products available on the website may differ from products in the store or in the catalogue.

  • Using our website

    I have some Cotswold Gift vouchers, can I use them on-line?

    Yes our gift vouchers can now be redeemed online as well as in store and via our mail order service. All gift vouchers have a printed barcode with a voucher number (13 digits long) and a web code.


    To redeem a voucher online, follow these steps:

    • At the checkout, click on 'add gift voucher'
    • Enter the full 13 digit voucher number
    • Enter the web code
    • Click ‘Apply code’

    If you choose to abandon your sale at the point of checkout and wish to purchase in store or over the phone, please ensure you remove the gift voucher codes as this could prevent you from utilising your voucher/s elsewhere. If you do experience any issues trying to redeem your vouchers, please contact us

    *Please do not enter gift voucher codes into the promotional field



Couldn’t find the answer to your question?

Contact our customer service department for more help.

Got a question?

  • Call us on 01666 575 500


    Monday to Friday 9.00 - 17.30

  • Email us


    We endeavour to answer all emails within 48 hours

  • Online help and FAQs


    Visit our help centre

Our promise

Price Match

We are determined to give you a fair deal. If you find a product we sell for less with other retailers and it is in stock, we will match the price or refund the difference.

Guaranteed quality

In addition to manufacturer guarantees, we provide a one year money back guarantee. So if you find a product to be faulty, you can return it to us with proof of purchase for a full refund or exchange.

Hassle-free returns

If you are not delighted with your purchase, you can get a refund or exchange by sending it back in new condition with the returns slip or by bringing it in to one of our stores with your receipt within 28 days.


Full Terms & Conditions apply