FAQs

  • Why do some items have different delivery times?

    Sometimes we have to source products directly from our manufacturers or stores, this can result in longer delivery times.

  • How do I cancel my order?

    If you wish to cancel your order, please Contact Us as soon as possible.

  • Can I amend my order?

    Yes - if you wish to amend your order please Contact Us and let us know as soon as possible. Please be aware that changing your order may cause a delay to delivery.

  • How do I track my order?

    You can track your order by logging into your Account and clicking on ‘order tracking’. In the top right corner you’ll see the carrier details, a tracking ID number and a link to the carrier's website. The tracking number you are given may not work until the evening when your parcel is scanned in at the depot.

    If you have ordered through a guest account you will need to go directly to the carrier’s website with the tracking number on your despatch email.

  • How long do I have to return or exchange my item?

    You can return or exchange your item at any one of our stores as well as posting your order back to our warehouse, within 28 days of invoice. For more details, please refer to Returns & Exchanges.

  • How do I return or exchange an item?

    If you wish to return or exchange an item, please complete the details on the reverse side of your delivery note and send it back to us with the product's original packaging and labelling within 28 days.

    • Returns address:
    • Cotswold Outdoor Ltd
    • Customer Returns
    • PO BOX 75
    • Malmesbury
    • SN16 9WQ
  • Why haven't I received an email acknowledging my order?

    Firstly, check your email Spam/Junk folder, as your email filter may automatically move suspected spam to this location. Secondly, if you registered online, check that your email address is correct in the My Account section of your account. If you are still unable to locate the email please Contact Us and we will be able to check for you.

  • Will I be reimbursed for postage costs when returning an item?

    You will only be refunded postage costs if the item is incorrect or faulty.

  • Have I been charged twice?

    If you have paid for your order by card, the bank will reserve (pre-authorise) the value against your card and payment will only be taken once your order has been despatched. There may be a slight overlap between the reservation against your card and the payment we take, however, please rest assure that you will not be charged twice. The reservation against your card should drop away within a couple of days.
    If you have paid through PayPal, the payment will be taken from your account when you place your order.

  • What happens if I’m out and my parcel is delivered?

    All deliveries require a signature . If you are out and miss your delivery, the carrier will leave you a card stating whether you need to pick your parcel up from your local post office or whether they will try to deliver it again the next day.

  • Can you leave my parcel with a neighbour?

    Unfortunately UK Mail won’t leave your parcel with a neighbour on the first delivery attempt as they require a signature. Further delivery attempts, if authorised, can be left with a neighbour.

If you still haven't found the information you are looking for, please do not hesitate to Contact Us.