Widerrufsrecht

Delivery

Standard delivery         3 - 6 days                   Below £24.99  is £3.49

Standard delivery         3 - 6 days                   above £25.00  is Free

Express                         1 to 2 business days     Below £24.99  is £5.50 GBP

Express                         1 to 2 business days     Above £25.00 is £2.95 GBP

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

During the Christmas period, we extend our return window for items bought from 1st Dec, and these can be returned up until 31st Jan.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How To Return Your Item 

Please use the following link to start your Royal Mail Return: RETURN LINK

Please retain your proof of return postage from the post office for your own security, we may need to see this should the return become lost.

Damages,  Issues and missing items

Missing Items & Undelivered Orders Policy

At Great Outdoor Depot,  we do our best to ensure that every order is packed correctly and delivered on time. However, we understand that issues can occasionally arise with missing items or orders that have not arrived at all.

To help us resolve these issues quickly and efficiently, we ask that all claims be reported within 21 days of the order’s delivery date or estimated delivery date.

What to Do If an Item Is Missing or Your Order Hasn’t Arrived

If you believe an item is missing from your delivery or your order hasn’t been delivered at all:

  • You must report the issue to us within 21 days of the delivery date (or the expected delivery date if the order hasn’t arrived).
  • Please include your order number, a description of the issue, and any relevant information regarding delivery (such as tracking updates or courier notes).

We’ll investigate the issue with our fulfillment team and the courier, and do our best to provide a timely resolution.

Important Time Limit

Unfortunately, we are unable to investigate or offer a resolution for any claims made more than 21 days after the order’s delivery date or expected delivery date. After this point, the claims window will have expired, and we will be unable to assist further.

Helpful Tips

  • Always check your parcel thoroughly upon receipt.
  • Retain all packaging and delivery notes until you're satisfied the order is complete.

If your tracking shows the item as delivered but you haven’t received it, please check with neighbours or your local courier depot promptly.

Exceptions / non-returnable items
Certain types of items cannot be returned.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you need is to start a return and then order the replacement item. Once the returned item is received you will be issued a refund.

Refunds
Once we have received your return, it will be inspected and a refund will be issued if approved, missing parts / packaging etc will result in a partial refund. You will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@greatoutdoordepot.com.

Partial Refunds Policy

At Great Outdoor Depot, our Fair Use Policy helps us continue offering free returns to the majority of our customers. However, to keep this service sustainable, we may deduct £3.95 per returned parcel for customers whose return habits exceed typical usage. This deduction helps cover the cost of processing returns.

We use an objective formula to determine if this policy applies to you, considering factors like the frequency and volume of returns compared to average customers, as well as the value of your orders. If this applies to your future refunds, we’ll notify you by email and provide reminders at checkout and on returns pages. Free returns will still apply if:

  • You keep items worth £40 or more from any order

If you use Klarna or Clearpay for payment, refunds for returned items will include any applicable deductions for return charges. Note that we aren’t responsible for any instalments or additional charges from these payment providers—make sure to settle these balances directly.

Faulty and Incorrect Items

Free returns are always available for items that are faulty or not what you ordered. If your item has a defect please return it to us within 30 days, mark as ‘Faulty/Broken’ as the reason for your return. For items you didn’t order, please select ‘Incorrect Item Received’ when creating your return. Need help? Contact our Customer Care team if your item becomes faulty after the 30 days window with a photo of the issue, and we’ll resolve it promptly with the manufacturer.

Please remember that items showing wear and tear rather than a fault won’t be refunded. If the wrong size was received, check our size guide to confirm before creating your return. Misclassifying return categories may result in a returns fee.

Shipping Address Accuracy Policy

At Great Outdoor Depot, we work hard to ensure your order is delivered promptly and securely. To do this, it is essential that customers provide complete and accurate delivery information at the time of purchase.

Customer Responsibility

It is the sole responsibility of the customer to:

  • Provide a full and accurate shipping address, including postcode, house number/name, street, town/city, and any relevant delivery instructions.

  • Double-check all details before completing checkout.

Consequences of Inaccurate Address Information

Failure to provide correct shipping information may result in:

  • Delayed delivery

  • Return to sender

  • Lost or misdelivered items

If an order is lost or undelivered due to incorrect or incomplete address details supplied by the customer, Great Outdoor Depot cannot be held liable. In such cases:

  • No refunds or replacements will be issued, and

  • The customer will be responsible for any additional shipping costs required to resend the item.

Need to Update Your Address?

If you realise that your shipping address is incorrect, please contact us immediately at service@greatoutdoordepot.com. While we will do our best to amend details before dispatch, we cannot guarantee changes once your order has been processed.

Size and Colour Bracketing Policy

At Great Outdoor Depot, we understand that finding the right fit or preferred colour when shopping online isn’t always easy. That’s why we acknowledge the practice of “bracketing”—ordering multiple sizes or colours of the same product to try at home and returning those that aren’t suitable.

What is Bracketing?

“Bracketing” refers to purchasing more than one variation of the same item—such as different sizes or colours—with the intention of keeping only one and returning the rest. We recognise this as a common shopping behaviour and support your efforts to find the best fit.

Returns Policy for Bracketing Orders

We do accept returns on items purchased as part of a bracketing order, under the following terms:

  • Return Window: Items must be returned within 14 days of receipt.
  • Item Condition: Items must be unused, unworn, unwashed, and returned in their original packaging with all tags and labels attached.
  • Return Cost: A return shipping fee of £3.99 per item will be deducted from your refund. This fee applies to each item returned and must be covered by the customer out of the refund amount.
  • Free Shipping: If you return items shipped on a free shipping service and retain goods to the value of less than £40 a £3.49 charge will also be deducted from the refund amount to cover the outbound shipping costs unless faulty.
  • Processing Returns: Each item will be inspected and refunded individually upon receipt.
  • Exclusions: For hygiene reasons, some items (e.g. undergarments, socks, or custom/personalised items) may not be eligible for return unless faulty.

A Note on Sustainability

While bracketing can help you find the perfect product, it also increases environmental impact due to extra packaging, transport emissions, and waste. We kindly encourage thoughtful shopping by using our size guides, colour swatches, and product descriptions to make informed choices.

If you’re unsure which size or style is right for you, please don’t hesitate to contact our Customer Service Team—we’re always happy to help before you place your order.

In Summary:

  • Bracketing returns are accepted but are subject to a return fee of £3.99 per item.
  • Items must be returned in original condition within the stated return window.
  • We encourage careful selection and offer support to minimise the need for returns.

We appreciate your understanding and your commitment to more sustainable online shopping.

Suspicious Activity

To maintain fairness, we monitor accounts for suspicious or fraudulent activity. This includes excessive complaints about unreceived orders, repeated ordering and returning of large quantities, or returning worn/used items. If we suspect unusual activity, we may suspend your account, refuse refunds, or take further action.

If your account is deactivated, follow the instructions in your account closure email to make valid returns. You will be responsible for the cost of these returns, which will be processed once they reach our warehouse. Please note: returning items that don’t match the original order could lead to legal action.