Customer Services
- Price Match Guarantee
- Delivery Charges
- Delivery Schedule
- Failed Deliveries
- Back Orders
- Returns and Cancellations
- Faulty Goods Tax Charges
- Credit Card Security
- Pricing and Print Errors
- Complaints
- Privacy Policy
- Terms & Conditions
- Environmental Impact Reduced
Price Match Guarantee
We monitor our competitors prices regularly to ensure that we offer great value. We guarantee you cannot buy any of our products cheaper on any other UK website. This applies either before, or up to 3 days after your purchase from us.
If you find the same item cheaper and in stock on another UK website, contact us with the site address and product details before you buy, and WE WILL ENDEAVOUR TO BEAT THAT PRICE*
If you have already bought the item from us WE WILL REFUND THE DIFFERENCE**
* The following conditions apply to our price guarantee:
- We DO NOT price match auction websites
- Item(s) must be new and identical in specification
- Item(s) must be in stock at competing supplier and available for immediate purchase/delivery
- Prices must be inclusive of VAT and delivery charges
- We must be able to verify the offer with the competitor online
- All price match transactions are at our discretion
- We reserve the right to withdraw the price guarantee at any time
** Notification must be received by email within 72 hours of receipt of order, same conditions apply as to standard price match guarantee above.
Delivery Charges
Economy Delivery** - £2.99 for Mainland GB orders (up to 7 business days)
Standard Delivery* - Orders under £49.99 - £4.99, Orders over £50.00 FREE (up to 5 business days)
Express Delivery - £7.99 (1-2 business days)
Next Working Day Delivery - £9.99 (order by 1pm Mon-Fri for next business day delivery)
European delivery charges are calculated at the checkout.
** Mainland GB only - excludes postcode prefix's - BT, AB, IV, PH, PA, KW, HS - please use the standard delivery rates otherwise your order may be cancelled or delayed.
*Additional charges apply to certain remote UK postcodes (e.g. Scottish Highlands and Islands, Northern Ireland, etc.) these are calculated during checkout.
Order Online and Collect From Warehouse
Collection from our warehouse is available Monday-Friday 9am-5pm free of charge. We will notify you by email as soon as your order is ready to collect (please allow up to 24 hours). Please have your order number ready when you come to collect. The warehouse collection point address is: Unit 17 Taurus Park, Europa Boulevard, Warrington WA5 7ZT.
Delivery Schedule
Most orders are shipped from our warehouse within 24 hours (excluding weekends and public holidays) and are normally delivered within 7 business days on our economy delivery service, 5 business days on our standard delivery service and 1-2 business days on our express delivery service. Next Day orders placed before 1pm are usually despatched on the same day for delivery on the following business day (excluding weekends and public holidays). Next Day orders placed after 1pm or out of normal business hours will usually be despatched on the next business day (i.e. Next day order placed on Sunday will be despatched Monday for Tuesday delivery). For our European customers please allow 5-10 business days from despatch.
Please note that these timescales are only average and can change during busy periods. Please note that delays can occur due to reasons beyond our control such as severe weather conditions and courier delays
You will receive notification at every stage of the order process and can track the status of your order anytime by logging in to your account.
Failed Deliveries
Any damages or shortages on a delivery must be reported WITHIN 48 HOURS OF DELIVERY by TELEPHONE, no claims will be accepted after this time. Orders received after 4pm on a Friday can be reported by 12pm Monday.
IMPORTANT - All deliveries need to be signed for. If there is no-one available to sign, then a card will be left by the courier, a second attempt may be made on the next working day. If there is still no-one available the consignment will be held at the couriers depot for 3 days.
If you do not contact the courier to arrange collection or an alternative delivery day the consignment will be returned to us and you will be liable for the additional delivery charges and also for the cost of re-shipping the item(s). If your order is carriage 'free' then we reserve the right to deduct the actual costs of shipping before a refund is made for a failed delivery that is returned to us.
Similarly, if after a delivery attempt has been made unsuccessfully and an alternative delivery address is required for the second attempt which lies outside the original delivery depot, an additional surcharge must be paid to cover courier transport costs from one depot to another.
Back Orders
Back ordered items will be forwarded automatically - you don’t need to contact us again. If the goods are not received within 30 days, as stated by the Distance Selling Regulations you have the right to cancel your order should you prefer not to wait. Should you have any further queries, then please don’t hesitate to contact our customer services team.
Returns and Cancellations - 30 Day Money Back Guarantee
Most things we sell are covered by our 30 day money back guarantee*, so just return them to us unused, in their original undamaged packaging, in a saleable condition with a completed returns form and we’ll give you a refund. Items returned must be received by us within 30 days of delivery otherwise we cannot accept your item back. Returns should be sent to:
Returns Department
Unit 17 Taurus Park
Warrington
Cheshire
WA5 7ZT
A Returns Form is available to download from HERE
You must notify us beforehand of your intention to return an item or items BY EMAIL.
We expect you to return the item at your own cost, but not withstanding this should you exercise your right to cancel as per the above paragraph, we will ensure we make a refund to you within 30 days of the date of cancellation. If we have not received the item, or if you wish us to collect the item we reserve the right to deduct the cost of collecting the item before making a refund. Either way all you pay is the cost of the return postage. Refunds will be made to the original payment card within 30 days of receipt.
We can arrange a courier collection from £10.00 per parcel (depending on size and weight), tents are £10 per item, this is available to UK address collections but excludes certain postcodes. Any parcels refused at the point of delivery or cancellation of the delivery once shipped will result in a courier return charge of £10.00 per parcel/item for tents
*Mapping software, DVDs, storage media and cut to size items (eg. awning skirt, shock cord) are excluded from our 30 day money back guarantee. Non-faulty tents, awnings and tent accessories etc. that have been pitched are excluded from our 30 day money back guarantee as pitching automatically renders the item 'used'.
Our 30-day money-back guarantee does not affect your statutory rights.
Faulty Goods
If you find that your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund. Please contact us via email or telephone at the earliest opportunity so that we can deal with the matter as quickly as possible. If you are sending an email and have an image of the fault, please attach this to your email.
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 7 days with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them.
If your product develops a fault within 6 months of purchase then please contact us via email or telephone. Where a fault is clearly that of a manufacturing defect, we will replace the item or part where available. Where the part or item is not available we will offer an alternative or issue a refund.
Tax Charges
For orders made within the EU, VAT is included where applicable. VAT Registration Number: GB 992 8868 38. All prices shown are inclusive of VAT at the appropriate rate at the time of purchase. This website is a registered trading name of Escape Outdoors Ltd, Company Number: 7181833.
Credit Card Security
Shopping with us is 100% Safe, Secure and Easy. All credit card numbers and personal details are encrypted when you place your order using the very latest SSL technology and the SagePay Secure Payment gateway. For your extra piece of mind we are also independently certified as a fully PCI DSS compliant merchant.
Pricing and Print Errors
We have taken great care to illustrate our products as clearly and as accurately as possible. No responsibility will be accepted for errors and omissions. We reserve the right to alter specifications and prices without notice.
Complaints
Please contact us immediately so we may speedily and fairly deal with the matter. We endeavour to reply to any e-mail/complaint within 5 working days, with a timescale and procedure on how to continue. Customer services can be contacted on 0844 335 2994 Mon-Fri 9am-5pm (exc Public Holidays).
Privacy Policy
This privacy policy sets out how Escape Outdoors Ltd uses and protects any information that you give when you use this website. We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 1st June 2011.
What we collect
We may collect the following information:
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
Security
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
How we use cookies
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to us at Unit 17 Taurus Park, Europa Boulevard, Warrington WA5 7ZT.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
Terms & Conditions
Please read these conditions carefully before using this website, including all sections above. By using this website, you signify your agreement to be bound by these conditions of sale. We recommend that you print a copy of these terms & conditions of sale for your future reference.
1. The Contract Between Us
By completing and submitting the electronic checkout process you are making an offer to purchase goods which, if accepted by us, will result in a binding contract.
2. Price
2.1. The prices payable for goods or services that you order are as set out in our website.
2.2. You will be required to pay extra for delivery of goods and it might not be possible for us to deliver to some locations. Our delivery charges are set out in our website.
2.3. Despite our best efforts, on rare occasions the prices displayed on our website may contain errors. Where this happens, we will do one of the following:
2.3.1. if the correct price is lower than the price displayed on our website, we will charge you the lower price and fulfil the order; or
2.3.2. if the correct price is higher than the price displayed on our website, we will at our discretion, either contact you for instructions, or cancel your order and notify you of such cancellation.
3. Right for You to Cancel Your Contract
3.1. You may cancel your contract with us for the goods you order at any time up to the end of the thirtieth day from the date you receive the ordered goods.
3.2. To cancel your contract you must notify us in writing by EMAIL.
3.3. 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 must 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.
3.4. Goods must be returned to us unused, in their original undamaged packaging, and in a saleable condition.
3.5. Once you have notified us that you are cancelling your contract, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of your order PROVIDED THAT the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
4. Cancellation by Us
4.1. We reserve the right to cancel the contract between us if:
4.1.1. we have insufficient stock to deliver the goods or capacity to provide the services you have ordered;
4.1.2. we do not deliver to your area; or
4.1.3. one or more of the goods or services 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.
4.2. If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
5. Delivery of Goods to You
5.1. We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order.
5.2. Delivery will be made as soon as possible after your order is accepted and in any event within 30 days of your order.
5.3. You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
6. Liability
6.1. If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us in writing at our contact address of the problem with 10 working days of the delivery of the goods in question.
6.2. If you do not receive the goods or services ordered by you within 30 days of the date on which you ordered them, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 40 days of the date on which you ordered the goods.
If you notify a problem to us under this condition, our only obligation will be, at your option:
6.2.1. to make good any shortage or non-delivery;
6.2.2. to correct any typographical errors or minor mistakes caused by us in any material displayed on our website on your behalf ;
6.2.3. to replace or repair any goods that are damaged or defective; or
6.2.4. to refund to you the amount paid by you for the goods or services in question in whatever way we choose.
6.3. Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods or services in question.
6.4. You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, imports or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export of the goods you purchase.
6.5. Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
7. Notices
Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at (Escape Outdoors Ltd, Unit 17 Taurus Park, Europa Boulevard, Warrington, Cheshire WA5 7ZT) and all notices from us to you will be displayed on our website from time to time.
8. Events Beyond Our Control
We shall have no liability to you for any failure to deliver goods or services you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstances beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
9. Invalidity
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
10. Privacy
You acknowledge and agree to be bound by the terms of our privacy policy.
11. Third Party Rights
Except for our affiliates, directors, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
12. Governing Law
The contract between us shall be governed by and interpreted in accordance with English law and the English courts have jurisdiction to resolve any disputes between us.
13. Entire Agreement
These terms and conditions, together with our current website prices, delivery details, contact details and privacy policy, set out the whole of our agreement relating to the supply of the goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.
Your statutory rights are not affected.
