• What methods of payment do you accept?

    We currently accept Visa, Mastercard and Paypal as payment methods.

  • 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. If you have paid through PayPal, the payment will be taken from your account when you place your order.

  • 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 us as soon as possible.

  • How do I track my order?

    You can track your order by logging into your Account and clicking on order tracking. You’ll be able to see a full order history, with a tracking number and a link to the carrier’s website. Please note if your order has been packed that day, the tracking details won’t appear on the carrier website until around 6pm that evening, when the carrier scans it in at their depot. If you order through a guest account you need to go directly to the carrier’s website with the tracking number on your despatch email.

    If you are having problems with tracking your parcel, please do not hesistate to get in contact with our Customer Service team.

  • 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.

  • 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.

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

    You can return or exchange your item 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
  • 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.

  • 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.

  • Who will be delivering my parcel?

    Our main delivery provider within the UK is UK Mail, although we occasionally use Parcel Force.

  • Product Safety Warnings

    We are aware of a dysfunction affecting the locking mechanism of some DMM locking carabiners. Please read the DMM Product Recall Notice to see the products affected and for more information. Please contact us if you own one of the affected DMM carabiner purchased from Cotswold Outdoor.

    We have been informed of a dysfunction affecting some Black Diamond camming devices. Please read the Black Diamond Safety Recall Notice to find out which products have been affected, and for more information. Please contact us if you have bought one of the affected Black Diamond camming devices from Cotswold Outdoor.

  • Do you price match?

    Please refer to our price match promise page for details.

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