At TentHaven Shop, we’re as committed to getting your outdoor gear to you safely as we are to standing by our products. Whether you’re prepping for a festival or a family camping trip, our shipping and returns policies are designed with adventurers in mind.
Shipping Information
Order Processing
We typically process orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Options
We offer two shipping methods to get your gear adventure-ready:
- Standard Shipping (£12.95):
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after dispatch
- Includes tracking and insurance
- Free Shipping (Orders over £50):
- Carrier: EMS
- Delivery time: 15-25 business days after dispatch
- Basic tracking included
Note for International Customers: Delivery times may vary depending on customs processing in your country. Some remote areas in Asia and other regions may not be serviceable – please contact us before ordering if you’re unsure.
Our Hassle-Free Returns Policy
We want you to be as confident in your gear as you are in your outdoor skills. If something isn’t right, we’ll make it right.
Returns Timeframe
You may return most items within 15 days of receiving your order. All items must be:
- In original condition (unused, unwashed)
- With all original tags and packaging
- Including all accessories and documentation
Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns on:
- Gas canisters and fuel containers (from our “Gas and Fuels” category)
- Electrical items that have been unboxed and used
- Personal care items from our “Care and Maintenance” range
How to Return an Item
Follow these simple steps to return your outdoor gear:
- Contact us within 15 days at [email protected] with your return request (see template below)
- Pack your item securely in its original packaging with all accessories
- Include the original invoice and note whether you want a refund or exchange
- Ship your return to: TentHaven Shop Returns
87 Spon St
Birmingham, GB B1W 2DH
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect. We recommend using a trackable shipping service as we cannot be responsible for lost returns.
Refund Process
Once we receive and inspect your return:
- Refunds will be processed within 5 business days
- Your refund will be issued to your original payment method
- Shipping costs are non-refundable
- For exchanges, we’ll ship your new item once the return is received
International Customers: Refunds may take additional time to appear in your account depending on your bank’s processing times.
Damaged or Incorrect Items
If your outdoor gear arrives damaged or incorrect, please contact us immediately at [email protected] with photos of the issue. We’ll arrange a free return label and expedite your replacement faster than you can say “rainfly!”
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Dear TentHaven Shop Team,
I would like to return/exchange the following item from my order #[Your Order Number]:
Product Name: [Product Name]
Reason for Return: [Reason – e.g., Wrong Size, Changed Mind, etc.]
I understand I am responsible for return shipping unless the item is damaged or incorrect. Please confirm how to proceed with my [refund/exchange for [Product Name if exchanging]].
Best regards,
[Your Full Name] [Your Contact Information]Need Help?
Our customer adventure team is happy to help with any shipping or return queries. Contact us at [email protected] and we’ll respond faster than you can pitch one of our lightweight tents!
Happy adventuring,
The TentHaven Shop Team