General questions
How can I contact OutdoorChoice customer support?
If you need help with an order, product, delivery, return, or any other question, you can contact our customer support team by email at info@outdoorchoice.co.uk. On business days, we aim to reply within 24 hours.
What are the return and refund conditions?
You may return eligible items within 30 days of receiving your order, provided they are unused, undamaged, and returned in a condition suitable for resale.
More detailed information is available on our Returns and Refunds page and in our Statutory Right of Withdrawal.
To start a return, please email us at info@outdoorchoice.co.uk and include your order number and the item you would like to return.
Does my order include a warranty?
Our products are covered against manufacturing defects in line with applicable warranty rights. In addition, all products are covered by the statutory warranty period of two years from the delivery date, where the defect already existed at the time of delivery.
For more information about warranty claims, returns, and refunds, please visit our Returns and Refunds page.
Shipping information
How long does delivery take?
OutdoorChoice offers free shipping on all customer orders. Depending on product availability and fulfilment capacity, your order may be shipped from the United Kingdom or, where UK stock is not available, directly from our warehouse in the People’s Republic of China with Yun Express.
- Delivery from the United Kingdom: approximately 3–10 days
- Delivery from China: approximately 9–21 days
Please note that delivery times are estimates and may be affected by public holidays, courier delays, customs processing, or periods of high order volume.
Further details about processing times, delivery estimates, parcel origin, customs handling, and return conditions can be found in our full Shipping Policy.
How can I track my order?
Once your order has been dispatched, you will receive an email containing your tracking information. It can take up to 48 hours for the first tracking update to appear after shipment.
You can check the latest status of your parcel at any time through our tracking page.
Can I change or cancel my order?
We process orders quickly, so changes or cancellations are only possible within the first 24 hours after placing your order, provided the order has not already been processed for dispatch.
If you need to update or cancel an order, please contact us as soon as possible at info@outdoorchoice.co.uk and include your order number. Our team will check whether a change is still possible.
How long does order processing take?
Orders are usually processed within 2–3 business days. Orders are not processed or shipped on weekends or public holidays.
During busy periods, processing may take slightly longer. If there is a significant delay, we will contact you by email or phone.
Why have I not received my order confirmation email?
Order confirmation emails are sent automatically after purchase. If you have not received yours, please first check your spam, junk, or promotions folder.
To make sure you receive future updates, you can add info@outdoorchoice.co.uk to your safe senders list. If you still cannot find your confirmation email, please contact us and we will help you locate your order.
What should I do if my parcel is returned to sender?
If your tracking information shows that your parcel has been returned to sender, please contact us at info@outdoorchoice.co.uk. We will review the tracking details and advise you on the next steps.
If we are notified of the return by the carrier, we may also contact you directly by email.
Payment information
Which payment methods do you accept?
We currently accept the following payment methods:
- Credit cards: Visa, Mastercard, American Express
- Visa Debit and Visa Electron
Why was my payment declined?
A payment may be declined for several reasons, such as incorrect card details, insufficient funds, bank security checks, or restrictions applied by your card provider.
Please check that your payment information is correct and try again. If the issue continues, you may need to contact your bank or card provider. You can also contact our support team if you need further assistance.
Use of this FAQ page
By using our website outdoorchoice.co.uk and purchasing products from OutdoorChoice, you acknowledge the information provided on this FAQ page, together with our Terms and Conditions.
Contact details
Company name: SAAI RETAIL OÜ
Brand: OutdoorChoice
Address: Viru väljak 2, 10111 Tallinn, Estonia
Contact number: +447488844924
Email: info@outdoorchoice.co.uk
Our customer support is available Monday to Friday, from 09:00 to 17:00. We aim to reply within 24 hours.
