At OutdoorChoice, we want your order to arrive safely and as quickly as possible. Below you will find the key information about processing times, delivery estimates, tracking, customs, damaged parcels, and returns.
Order processing time
Once your order has been placed, it is usually processed within 2–3 business days. Orders are not processed, shipped, or delivered on weekends or public holidays.
During busy periods, such as seasonal peaks or public holidays, processing and delivery may take slightly longer than usual. If there is a significant delay with your shipment, we will contact you by email or phone.
Shipping and delivery
OutdoorChoice offers free shipping on all orders. To keep delivery times as efficient as possible, we work with fulfilment partners in the United Kingdom and the People’s Republic of China.
Where stock is available in the United Kingdom, the estimated delivery time is approximately 3–10 business days.
If an item is not available from our UK fulfilment centre, it may be shipped directly from our warehouse in the People’s Republic of China via YunExpress. In this case, the estimated delivery time is approximately 9–21 business days.
Please note that delivery estimates may be affected by courier delays, public holidays, customs processing, high parcel volumes, or other circumstances outside our control.
Shipping confirmation and tracking
As soon as your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
Please allow up to 48 hours for the first tracking update to appear after your parcel has been handed over to the carrier.
Customs, import duties and taxes
For orders shipped from outside the United Kingdom, customs procedures, import duties, or taxes may apply depending on the destination and applicable regulations.
OutdoorChoice is not responsible for customs fees, import duties, taxes, or other charges that may be applied during or after shipping. Any such costs are the responsibility of the customer.
Damaged parcels and defective items
If your order arrives damaged or if an item appears to be defective, please contact us within 5 days of receiving your parcel.
Email us at info@outdoorchoice.co.uk with your order number, a short description of the issue, and clear photos or videos showing the damage or defect.
We will review your case carefully and, where appropriate, offer a replacement or refund. Please keep the original packaging and the damaged goods until the claim has been resolved.
Lost parcels
Although lost parcels are uncommon, they can occasionally occur during transit.
An order is considered lost if it has not arrived within 60 days of shipment. If your order is confirmed as lost, we will refund the full amount paid.
For more information on how to report a missing shipment and request a refund, please visit our Returns and Refunds page.
Refused parcels and failed deliveries
You have a statutory right of withdrawal for 14 days from the date you receive the goods. However, for a refund to be processed, the goods must be properly returned to us.
If a parcel is refused, not collected from a pickup point, cannot be delivered because of incorrect address details, or fails due to another customer-related reason, the parcel may be returned, held by the carrier, stored in a logistics centre, or destroyed.
In cases where the goods are not returned to us, a refund may not always be possible. If this happens, we will review the situation and work with you to find a fair solution where possible.
Further details are available in our Returns and Refunds page and our Statutory Right of Withdrawal.
Returns
You may return eligible items within 30 days of receiving your order, provided they meet our return conditions.
Detailed information about return eligibility, return steps, and refund processing can be found on our Returns and Refunds page.
Contact details
If you have questions about shipping, tracking, damaged parcels, or returns, please contact our customer support team.
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.
