Shipping & Returns Policy
Last Updated: 06/02/25
Thank you for shopping with Turtle Outdoor Ltd! We are committed to providing you with a smooth and hassle-free shopping experience. Below, you'll find the details about our shipping and returns policy for UK customers.
1. Shipping Policy
At Turtle Outdoor Ltd, we offer fast and reliable shipping services to ensure your products arrive safely and on time.
1.1. Delivery Methods
We offer the following delivery methods for UK customers:
Standard Delivery: This is our most economical option, with delivery typically within 3-5 working days.
Express Delivery: For faster delivery, we offer express shipping with delivery typically within 1-2 working days.
1.2. Shipping Costs
Standard Delivery: £15 (free for orders including our turtle.SHELL)
Express Delivery: £25
Shipping costs will be calculated and displayed at checkout based on the items in your order and the delivery address.
1.3. Order Processing Time
We aim to dispatch all orders placed before 2pm on the same day. Orders placed after this time or on weekends/public holidays will be processed on the next business day.
1.4. Shipping Restrictions
We currently only ship within the UK. Unfortunately, we do not offer international shipping at this time. Please ensure that your delivery address is within the UK to avoid any issues with your order.
1.5. Tracking Your Order
Once your order has been dispatched, we will send you a confirmation email with tracking details. You can track your order on the relevant courier’s website using the provided tracking number.
1.6. Delivery Delays
While we aim to dispatch and deliver your orders as quickly as possible, please note that delays can occasionally occur due to unforeseen circumstances such as extreme weather conditions, public holidays, or courier issues. If there are any significant delays with your order, we will notify you as soon as possible.
2. Returns Policy
At Turtle Outdoor Ltd, we want you to be completely satisfied with your purchase. If you are not fully happy with your order, we offer a straightforward return policy.
2.1. Eligibility for Returns
You can return most items within 14 days of receiving your order for a full refund or exchange, subject to the conditions outlined below.
2.2. Conditions for Returning Items
To be eligible for a return, your item must meet the following criteria:
The item must be unused, undamaged, and in its original packaging (including all labels and tags attached).
The item must be returned in the same condition as when you received it.
Certain items, including personalized products or sealed hygiene items (such as sleeping bags or mattresses) may not be eligible for return unless they are faulty.
2.3. How to Return an Item
To initiate a return, please follow these steps:
1. Contact Us: Send an email to contact@turtlerooftents.com to notify us that you wish to return your item(s). Include your order number, the item(s) you wish to return, and the reason for the return.
2. Return Instructions: We will provide you with instructions on how to return your item(s). You will be responsible for the cost of returning the item(s) unless the product is faulty or we made an error in processing your order.
3. Return the Item(s): Please ensure that the item(s) are securely packaged and return them to the provided return address.
2.4. Refunds and Exchanges
Refunds: Once we receive and inspect your returned item(s), we will process your refund. Refunds will be issued to the original payment method used for the purchase. Please allow up to 7 working days for the refund to appear in your account, depending on your payment provider.
Exchanges: If you would like to exchange an item for a different size or color, please contact us within 14 days of receiving your order. We will guide you through the exchange process.
2.5. Faulty or Damaged Items
If you receive an item that is faulty or damaged, please contact us immediately at contact@turtlerooftents.com. We will arrange for a replacement or full refund at no additional cost to you.
Please retain all packaging and take clear photographs of any damaged items to assist with the claims process.
2.6. Non-returnable Items
Unfortunately, the following items cannot be returned or refunded:
Personalized or custom-made products.
Items that have been used, opened, or are no longer in their original condition.
Sealed items that have been unsealed, such as bedding, mattresses, and some hygiene items.
3. Cancellations
If you wish to cancel your order, please contact us as soon as possible. If your order has already been dispatched, the cancellation request may not be processed in time, and you will need to follow the return process upon receiving the goods.
If the order has not been dispatched, we will cancel the order and issue a full refund.
4. Contact Us
If you have any questions or concerns regarding our Shipping and Returns Policy, or need further assistance with returns or exchanges, please do not hesitate to contact us at contact@turtlerooftents.com.