COVID-19 UPDATE:  OUR STORE IS NOW OPEN! 

Help Center

Have a question for us? You've come to the right place! You can search for your question using our handy search bar below. Can't find what you're looknig for? Please drop us a message through our Contact Page.

 

Orders
How do I place an order?

To place an order, type the item you would like to purchase into the search bar, click ‘add to basket’, then click on the basket icon in the top right-hand corner and follow the instructions to complete payment.

How do I find an item?

To find an item, either use the search bar in the top right-hand corner of the screen, or use the drop-down headers at the top of the screen to filter items via product type.

How do I set up an account?

To set up an account, click the ‘My Account’ option here or in the centre at the top of the screen, then click the ‘Create an Account’ option and follow the instructions provided.

Do I need an account to place an order?

No, you do not need an account to place an order, however it makes repeat orders easier by saving billing and shipping information and providing previous order history.

How do I change my password?

To change your password, click on the ‘My Account’ section, and then the ‘Forgot your password?’ section and follow the instructions.

Have you received my order?

You should receive an 'Order Confirmation' email providing you with your order number within 15 minutes of placing your order. If you have not received this email please check your 'Spam' folder in your email client.

If you are still unable to find this email please give us a call on 01452 742 233 and a member of our team will be happy to help.

How do I cancel my order?

To cancel your order, either reply to your ‘Order Confirmation’ email letting us know that you would like to cancel your order, or give us a call on 01452 742 233 and ask to speak to a member of the websales team. Please remember to have your order number ready when you call us!

How can I change my order?

If you need to change your order, please give us a call on 01452 742 233 and ask to speak to a member of the websales team. Please remember to have your order number ready when you call us!

What does ‘processing’ mean?

‘Processing’ means that we have your order and are getting it picked and packed, but it has not been dispatched yet.

I have been sent the wrong item.

We are so sorry about this! Please give us a call on 01452 742 233 or send an email to websales@attwoolls.co.uk letting us know what you have received, and attach a photo of the incorrect product. We do use recycled packaging so what is written on the box may not be what is inside.

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Returns
How long do I have to return my order?

You have 14 days after delivery to return your order to us in its original unopened and unused condition.

How do I return my order?

There are a few ways that you can return your order to us. First please remember to get in touch with us by calling us on 01452 742 233 or sending an email through to websales@attwoolls.co.uk to inform us you are returning a product in an unused condition in its original packaging. You can then either come into our store and return it physically or arrange for a courier to collect the item from your property. Depending on the condition of the item we may charge a restocking fee upon inspection.

We are happy to arrange a courier on your behalf to collect the item from you, there would be a £15 charge deducted from your refund.

What is your address?

Our address is ‘Attwoolls Outdoors, Bristol Road, Whitminster, Gloucestershire, GL2 7LX’.

How do you process returns?

Once your order has been returned to us, we check it over to ensure that it is in its original condition, then we process your refund.

Do you charge for returns?

If you would like us to arrange a courier to collect your return there will be a £15 charge deducted from your refund.

Can I return an item without its packaging?

If an item is returned to us without its original packaging a 25% restocking fee will be deducted from your refund.

Are there restocking fees on certain items?

We do apply restocking fees depending on many different variables, such as an item outside of the 14 day returns window, an item without its original packaging or an item in a used condition.

Please get in touch with us by calling 01452 742 233 or sending an email through to websales@attwoolls.co.uk if you need to return an item and would like to learn more.

When will I receive my refund?

Depending on who you bank with, your refund should credit your account within 3-5 working days.

Has my refund been processed?

You will receive email confirmation of your refund being processed and then it should return to your bank within 3-5 working days.

How do I return faulty items?

We are so sorry to hear your item has arrived faulty. Please contact us about faulty items within 48 hours of delivery and we will arrange for a free return and refund or replacement.

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Payment
How can I pay for my order?

You can pay for your order via card payment or interest free finance instalments.

What methods of payment do you accept?

We accept Visa, Visa Debit, Visa Electron, Mastercard, and Maestro.

Can I pay with PayPal?

We do not accept payments through PayPal, we instead use Opayo (formerly SagePay).

Can you remove VAT if I am eligible?

Yes, if you contact us in advance of placing your order, we will be able to send you an invoice with the VAT deducted.

Can you provide me with a VAT invoice for my order?

Yes, if you contact our websales team they will be more than happy to provide you with a VAT invoice for your order.

Do you provide discount codes?

Occasionally we will send out discount codes via our newsletter, so make sure you are signed up!

Why doesn’t my discount code work?

The only discount codes that we offer are ones we directly send out via email. Any discount codes from other websites are not affiliated with us and will not work.

If you are having trouble with a discount code we have provided you with then please get in contact with us by calling 01452 742 233 or by sending an email through to websales@attwoolls.co.uk.

Do you offer interest free finance?

Yes, we do, via V12 Finance.

How do I apply for V12 finance?

Add your items to your basket as normal, and when you get to the payment page select ‘V12 Finance’ and follow the instructions on screen.

Why hasn’t my payment been accepted?

For security purposes our checkout times out after 15 minutes, please ensure you have your card at the ready and check out within this time frame.

This could be an issue with your bank, if you have had multiple attempts at payment please contact your bank to check if they are witholding funds.

Please ensure you are placing your order from inside the UK. Our website will not process orders that are placed on company owned laptops or mobile phones if the company you work for is registered outside of the UK. If this is the case, please try and use a different device or contact our websales team.

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Delivery
What are your delivery options?
  • Standard delivery which takes 3-5 working days.
  • Next Day delivery within mainland UK, for next working day orders this needs to be placed before 12pm.
When is your cut-off for next day orders?

Next day orders must be placed before 12pm noon to be for same day dispatch.

Who will deliver my order?

DPD for items under 30kg, Royal Mail for small items, Tuffnells for items over 30kg and DX for items over 1m long.

How much is delivery?
  • Standard delivery is £5.95, or free if you spend over £100.
  • Next Day Delivery, if placed before 12pm, is £7.95, or £5.95 if you spend over £100.
  • Please contact us for delivery prices for large items to the Channel Islands or Northern Ireland.
Where do you deliver to?

We deliver to mainland UK, the Channel Islands, The Highlands and Islands of Scotland, and Northern Ireland.

Why am I being charged too much for delivery?

Our website only recognises the first two letters of postcodes so if your postcode is similar to the Scottish Highlands and Islands postcodes, please contact us and we will correct your delivery charge.

How do you package items?

We recycle packaging in an effort to be more environmentally friendly, so please check your items before contacting us asking if we have sent you the wrong products.

Do you offer tracking?

If your order has been sent via DPD, there will be a tracking number for you to use. The other couriers we use unfortunately do not provide tracking details.

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Our Superstore
Are there products in-store that are not online?

Yes, there are, if you have a query, please give us a call on 01452 742 233 or fill out a query form here.

Do you have toilets?

Yes, we do have toilets and a baby changing facility in store.

Do you have a coffee shop?

Yes we do, the coffee ahop provides an assortment of hot and cold drinks and a wide choice of food options.

Are dogs allowed in-store?

Yes, dogs are welcome in our store!

Please ensure that they are kept on their leads, are well behaved and any unfortunate messes are cleaned up.

How do I return an item?

Please bring your item back to store with your receipt within 7 days for a full refund.

Do you offer exchanges or credit notes?

We do offer exchanges or credit notes when items are outside of our returns period.

Do you offer in-store discounts?

We offer a 5% discount for Duke of Edinburgh award, Scouts, Defence discount and Ramblers.

Can I purchase vouchers in-store?

Yes, you can purchase gift vouchers in store.

Can I use my gift vouchers online?

Currently you can only use your gift vouchers for in-store purchases.

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Products
Can I collect online orders in store?

Yes, if you give us advanced notice of wanting to collect your item, and can provide 2 forms of ID upon arrival you are more than welcome to collect your order from our store.

How do I pre-order items?

We do offer pre-orders on items that we are certain of their due date, however this is not an option for items with vague/no current restocking dates.

In these cases we would ask that if you wish to be notified as to when this is back in stock then please register your email with the stock notification button found on the product page or log into your/create a customer account and click the 'Notify me when this product is back in stock' button.

When will items be back in stock?

We have regular deliveries of stock so aim to get items back in stock as soon as possible, however there are some delays currently due to the pandemic, and of course high demand as everyone wants to go camping!

Does my air tent come with a pump?

All of the air tents and awnings we stock come with a manual pump. If you would like an electric pump, this can be purchased seperately.

Does my tent come with poles?

All of the poled tents and awnings we stock come with poles. We do also sell replacement poles separately if you would like spares!

Does my tent come with pegs?

All of the tents and awnings we stock come with pegs included.

Do you stock gas in-store?

We do stock Calor Gas and CampinGaz in store. We sell new bottles and replacements.

Calor has currently placed a ban on the sale of new bottles, as such we can only offer refills of these bottles to those that have an empty bottle to swap.

What is a polycotton tent?

Polycotton is a blend of polyester and cotton fibres woven together. This creates a strong and waterproof fabric that is breathable, keeping you warm in the cold weather and cool in the hot weather.

Due to the makeup of the material the standard hydrostatic head tests cannot be performed on polycotton tents, they gain their waterproof properties by soaking up the moisture and swelling, keeping all of the microscopic breathable holes closed until the rain has passed.

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Previous In-Store Purchases
Do you do tent repairs?

We do offer tent repairs through our manufacturing department, however please contact our store on 01452 742 233 to find out if we are currently taking repairs, or to get an estimated wait time.

How do I report a faulty item?

Please give our store a call on 01452 742 233 or bring the faulty item back to store for us to help you.

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General Inquiries
I have a problem with my in-store purchase.

We are so sorry to hear this. Please give us a call on 01452 742 233 or come back into store, and one of our team members will be able to help you.

I have a problem with my online order.

We are so sorry to hear this. Please reply to your ‘Order Confirmation’ email explaining the issue, and providing photographs if necessary, and a member of our websales team will be able to help you.

I have a question about a product.

We would be more than happy to answer any questions or queries you may have. You can either click on our ‘Have a question? Email an expert!’ tab in the bottom right-hand corner of the screen, ask a question from the 'Product Questions' tab found each product page, calling our store on 01452 742 233 or contacting us using our helpful contact page.

I would like to speak to an expert.

Our staff are more than happy to share their expertise and help with any questions or issues you may be facing, simply give us a call on 01452 742 233.

What is your in-store refund policy?

We offer full refunds for 7 days from the date of purchase, however after this we do offer exchanges or credit notes.

Can I leave a review?

We would love to hear your feedback! Please leave us a review on our website, via Google, or via Trustpilot. Alternatively, if you would like to give us direct feedback you are welcome to email this to us.

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