FAQ's


How can I contact the Great Outdoors Superstore?
You can contact us either by phone or email. 
 
Online customer service: 03300 415448 
When calling please choose option 2 for websales or option 3 for the store.
 
Email: websales@greatoutdoorssuperstore.co.uk
 
 
Delivery FAQ’s
 
What Delivery services do you offer?
Our standard delivery service uses Royal Mail 48 Hour. For higher priced items (over £100) we use a tracked service for further security and peace of mind at no extra cost. Valid for UK mainland orders only (excludes Northern Ireland, Scottish Islands, Isle of Man).
 
We offer the option of Premium Next Day Delivery through DPD which guarantees your parcel will be with you within 24 hours of dispatch and can be tracked (excludes Scottish Highlands and Islands). You also get the benefit of DPD Predict, which provides you with a 1 hour delivery window so you know when you parcel is arriving. If the delivery window isn’t convenient you can change the date or choose to have it left with a neighbour by simply replying to the text or email you will have received from DPD. You can also follow your parcel as it is on-route to you by using the DPD Follow My Parcel service, allowing you to display the location of the delivery driver in relation to your address and follow the parcel’s tracking history.
 
Please note Premium Next Day Delivery will arrive one working day after dispatch (Weather and road conditions permitting). Working days are Monday to Friday. Should you wish to arrange Premium Next Day Delivery for delivery on a Saturday please contact us and we will be able to arrange this at extra cost. 

Please note we do not dispatch orders on a bank holiday. Any next-day delivery orders placed on a bank holiday will be dispatched on the next working day. For example if you place an order on a bank holiday Monday for next-day delivery, your order will be dispatched on the Tuesday and arrive on the Wednesday. 

The cut-off time for orders to receive guaranteed same day dispatch is 2.00PM. 

For example: 
Order Premium Next Day Delivery before 2.00PM on a Thursday for delivery on the Friday. 
Order Premium Next Day Delivery before 2.00PM on a Friday for delivery on the Monday (Any orders placed after this time will get dispatched on the Monday).

When items are in stock, we will dispatch your order within 24 working hours during our working days (Monday to Friday). Under the unforeseen circumstance that the item you have ordered has been available to buy but is not in stock due to a stock error, please allow us 1 to 2 working days for re-stocking the item in your order. In this instance your order will not be dispatched within 24 hours. If your order cannot be dispatched within 3 working days, we will contact you via email providing an explanation and an estimated delivery date.
 
How long will my item take to get delivered?
Using the Royal Mail 48 Hour service the delivery time is typically 2-3 working days, however we advise up to 5 working days. Using the DPD Premium Next Day Delivery service your item will be with you the next working day (excludes Scottish Highlands and Islands). Please see above for an explanation on order cut-off times and expected delivery times. You can choose Premium Next Day delivery for the extra cost of £3.
 
What is the cost and delivery time for outside the UK?
Mainland European delivery costs £15. Our European Delivery times to outside the UK differ depending on the country. Please use the following as a guideline:
 
France, Germany, Netherlands & ROI – 2 Days
Austria, Denmark & Switzerland – 3 Days
Italy, Spain & Slovakia – 4 Days
Portugal, Sweden, Slovenia & Poland – 5 Days
Bulgaria, Greece, Latvia, Lithuania & Norway – 8 Days
 
Please contact us for non-mainland Europe orders.
 
What is the cost of shipping?
If your order comes under £50 the delivery charge is £3. All orders over £50 receive free shipping. You can also opt for our Premium Next Day Delivery service at an extra cost of £3.
 
Orders under £50:
Standard Delivery using Royal Mail 48 Hours: £3
DPD Premium Next Day Delivery: £6
Mainland European delivery: £15
 
Orders over £50:
Standard Delivery using Royal Mail 48 Hours: FREE
DPD Premium Next Day Delivery: £3
Mainland European delivery: £15
 
What is the cut off time for guaranteed next day delivery?
Place your order before 2:00PM and choose Premium Next Day Delivery at check-out to receive guaranteed next day delivery (excludes Scottish Highlands and Islands). Please see above for a full explanation of cut-off times and expected delivery dates.
 
 
Returns FAQ’s
 
What is your returns policy?
You can send any item back to us for a refund, however the product must be in a re-saleable condition (unused and in original packaging) and must have all labels still attached. We do not offer an exchange service. If you would like a different item, please place a new order online for the item you desire and return your current item for a full refund.

 

 
Who pays for the return postage?
Unfortunately we do not refund return postage costs unless the product you are sending back is faulty or was sent in error.
 
What is the returns procedure?
To return your item:
 
1. Please fill out the returns form on the back of the invoice included in your parcel. If the item is faulty please ensure you describe the fault in detail.

2. Please package up the item(s) securely with the returns form enclosed and send it back to us using the returns label provided on the front of your invoice (the sticky label addressed to Great Outdoors). Please note the returns label is not a paid postage label. The items must be received back to our returns processing department within 14 days of the original delivery date in a saleable condition (unused and in original packaging). Please note products with postage addresses and labels on the actual product packaging cannot be accepted for refund. We recommend that all returned items are sent using a recorded-delivery service for your own protection. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty, in which case we will refund reasonable carriage costs incurred (please choose a cost effective method of carriage in preference to an expensive next-day service).
 
We aim to process all refunds within 1-2 working days of receiving the item. Please be aware at busy periods this may take slightly longer. All successfully returned items will be credited to the account which they were originally purchased on.
 
Please note that we are unable to refund Premium Next Day Delivery postage costs if you are returning an item that received this service as this was a service that you have paid for and received.
 
 
My item is faulty/I have received the wrong item, what do I do?
If your order has arrived to you faulty or you have received the wrong item, please send it back to us for full refund. Use the return address label provided and include a note inside the packet explaining the reason for return (faulty/wrong item). In this instance the return postage costs will also be refunded to you.
 
I haven’t received my item yet, what do I do?
All standard delivery orders shipped via Royal Mail typically take 2-3 days to arrive from date of dispatch. If it has been 4-5 days since your order was dispatched and you are concerned about your order please feel free to contact us and we will chase it up and take any further appropriate action.
 

Click for: CUSTOMER RETURNS FORM

 
 
Other Website FAQ’s
 
How do I cancel an order I’ve made?
If you have placed an order but would like to cancel it please contact us as soon as possible and we will cancel your order and issue a full refund. Please note we are unable to cancel any orders that have already entered processing or have been dispatched.
 
What payment methods can I use on your website?
You can make purchases on our website using either a Credit/Debit card or using PayPal.
 
Can I return an item I bought online direct to a store?
You can return an item you bought online to a store, however any refunds will not be processed straight away. All online purchase refunds need to processed through our web department and cannot be refunded through the store tills.
 
Can I use a gift voucher bought in-store on your website, and vice versa?
We are afraid gift vouchers bought in store are not redeemable online and gift vouchers bought online are not redeemable in store.
 
Can I order a product as a gift?
We are able to send items to an address different to that of the billing address. Unfortunately we are unable to gift wrap items.
 
Can I pre-order an out of stock item?
If you would like to enquire about ordering a currently out of stock item please contact us either by phone or by email, and we will then get in touch with the relevant supplier to see if we can order it in for you. If we are able to order the product for you we will then advise you on an expected delivery date.
 
 
Store FAQ’s
 
Where are your stores located?
We have two stores in the North East of England, a superstore in Shiremoor and a store in Newcastle.
 
Shiremoor Superstore:
Boundary Mill Retail Park
Park Lane
Shiremoor
North Tyneside
NE27 0TN
Tel: 0191 252 7624
 
Newcastle Store:
89-98 Grainger Market
Newcastle upon Tyne
Tyne & Wear
NE1 5QQ
Tel: 0191 261 8371
 
What are your in-store opening times?
 
Shiremoor Superstore Opening Times:
Monday - 10.00am-8.00pm 
Tuesday - 10.00am-8.00pm 
Wednesday - 10.00am-8.00pm 
Thursday - 10.00am-8.00pm 
Friday - 10.00am-8.00pm 
Saturday - 10.00am-6.00pm 
Sunday* - 10.30am-5.00pm 
Bank Holidays - 10.00am-5.00pm 
 
*Sundays open from 10.30am for a 30 minute pre-trade browse. Purchases cannot be made at the tills until 11.00am.
 
Newcastle Store Opening Times:
Monday - 9.30am-5.00pm 
Tuesday - 9.30am-5.00pm 
Wednesday - 9.30am-4.30pm 
Thursday - 9.30am-5.00pm 
Friday - 9.30am-5.00pm 
Saturday - 9.30am-5.00pm
 
Do I need to sign up to a discount card scheme to receive your discounted prices?
No. All of our in-store and online prices are available to everyone. You do not need to sign up to a discount card scheme to take advantage of our special offers and discounted prices.
 
 
 
 
 

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