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FAQs

Use the links below to find answers to your questions.


Why is my password not being accepted?

We're very sorry that there seems to be a problem with your password. Please re-set your password through the My Account section on the website. A link to reset your password will be emailed to you.

What if I forget my password?

Don't worry, we will still have your email address and other details saved in our system. Please go to the 'My Account' section on the website, enter your email address and select the forgotten password option. A link to reset your password will be emailed to you.

Can I close my online account?

Yes, just e-mail us with your full name and e-mail address and we will close your account.

Can I make changes to my order?

No - Unfortunately once your order has been placed and accepted into our system then I'm afraid we are unable to make any changes. This includes updating billing/delivery addresses, products, payment methods or delivery services.

How do I cancel my order?

Unfortunately you will be unable to cancel your order once you have placed it. Should you no longer require the items you are able to return the items as per our returns policy. Details of how you are able to return products can be found here.

What methods of payment do you accept?

You can pay using your credit or debit card that either is a VISA, Master Card, Switch, Maestro, Delta, or American Express card. It is imperative that you provide the cardholder's name as it is shown on the card, and address exactly as it appears on the card statement. We also accept PayPal.

We are unable to accept payment by cheque, Style cards, Solo cards, Duet Cards, cash, postal orders or gift vouchers or gift cards.

To give you even more confidence in shopping online with Go Outdoors, we have introduced Verified by Visa and Mastercard® SecureCode™. These services enhance your existing credit/debit card accounts against unauthorised use when you shop with us.

To use this service, you must first register with the bank or other organisation that issued your card.

Why is my payment not being accepted?

If you are facing errors on the payment screen and are using a valid credit card, please ensure you have done the following:

1. You have selected the correct payment method
2. You have entered the card number ensuring no gaps
3. You have entered the start date and issue number (if applicable)
4. You have ensured the billing address is a correct match to the card
5. You are trying to use a love to shop card, Compliments card, gift card or bonus card.

If you are still having problems with our checkout, please do not hesitate to email us and we will endeavour to help you further. Please check with your card provider that the attempted payment has not resulted in funds being held in error.

How can I pay for my goods?

You can pay using either credit or debit card either online or over the telephone. We currently accept Visa, Visa Delta, Mastercard, Switch/Maestro. We are signed up to the Verified by Visa and Mastercard Secure schemes, which provide extra protection for you when shopping online. For full details see our Privacy Policy.

We regret that we are currently unable to accept credit/debit cards that are registered outside of the UK.

When will I be charged for my order?

When your order is accepted and you have received an e-mail to confirm your order details, we will take payment immediately. Please remember that even if your order is not accepted, some card issuers may still reserve the money, meaning you can't use it for a short period.

Orders made via PayPal will show 2 payment lines, the pending payment and the authorised payment however rest assured that you have only been charged once.

Do you offer VAT free shopping?

No. All our prices are inclusive of VAT. However we are able to provide a VAT receipt upon request. Please e-mail us with your order number and we will arrange for your VAT receipt to be posted to you for all orders made via the website. For all purchases made in store VAT receipts will be issued by the store directly at the point of purchase.

Can you provide a VAT receipt?

Yes. All our prices are inclusive of VAT. However we are able to provide a VAT receipt upon request. Please e-mail us with your order number and we will arrange for your VAT receipt to be posted to you for all orders made via the website. For all purchases made in store VAT receipts will be issued by the store directly at the point of purchase.

How do I use a discount code?

Once you have added items to your shopping basket you may select a delivery method and then enter your discount code before continuing through to the checkout. Please ensure you enter the code correctly and then click "Apply". This should refresh the basket page and display the discount. If the code is not valid a red message will appear at the top of the page and the discount will not be applied. Some products may be excluded from promotional discounts, and you can find details of this on the promotion Terms and Conditions page.

I want to purchase bulk items, can I get a discount?

If you have any queries regarding bulk purchases please feel free to contact our group sales team who will be able to assist.

Have you received my order?

Once you have entered your order, delivery and payment details you will be asked to click to "Complete Order". It will take a few moments for the payment to be authorised and your screen should then refresh automatically to reveal your order number and order confirmation. You should also receive an e-mail shortly afterwards to confirm your order. If you have not received your email you should first check your junk mail folder.

If this does not happen then it is unlikely that we have received your order, however please feel free to Contact Us if you would like us to check.

How will I know when my order has been received?

Once you have completed the checkout process you will be given an order reference number and we will send you a confirmation email to the email address that you provided at the time of the order. The email will detail your order that you have placed with the order reference number, products and total order value. It is important that you retain the order reference number to ensure that we can resolve any queries that you may have about your order quickly. If you have not received your email you should first check your junk mail folder.

What does 'Processing' mean?

If your order status is "Processing" this means that we have received your order and that it is waiting to be picked and dispatched by our Internet Team.

How do I find and order items?

To find products you may browse through the categories listed on the top of the gooutdoors.co.uk homepage, or if you already know what you are looking for then use our Keyword Search, which is located at the top of every page on the website. Please enter either the six digit product code or a brief description of the item.

Do I need to register to shop online?

No, you can shop at Go Outdoors without needing to register. If you choose not to register, we will not hold your details for any reason other than the purpose of your transaction. For further transactions you will need to tell us your details again. However, registering will enable you to track your orders online, view your full order history, update your personal details, manage your address book and change your payment details, all in one secure area. You will also be able to purchase more quickly and easily if you're logged in.

I'm looking on website for an item but it is not listed, can I order it from you?

Unfortunately we would only be able to place orders for items that we can see listed on the website.

Can you tell me if you are getting an item back in stock?

We can't tell you when a product will come back into stock however as soon as it is it will appear as available on our website for you to be able to purchase.

What delivery services do you offer?

We offer UK Standard Delivery, UK Next Day Delivery, Click and Collect.

Do you deliver overseas or to BFPO addresses?

We currently don’t deliver overseas or the BFPO addresses. We offer UK delivery only as well as the ability to reserve an item to collect in store.

Do you deliver to the Channel Islands?

We currently don’t deliver to the Channel Islands. We offer UK delivery only as well as the ability to reserve an item to collect in store.

How long does delivery take?

UK Standard Delivery – 3-5 working days

UK Next Day Delivery – Next day for orders placed before 6pm Mon-Fri

How much is delivery?

Standard Delivery - £4.95 or FREE When your order is £50 or more*
Next Day Delivery - £5.95 or £2.95 When your order is £50 or more*
Click and Collect - FREE

* Delivery charges and free delivery thresholds may vary from time to time with promotional offers.

How do you deliver?

The carrier we use to deliver your parcel depends on its contents, value and weight.

All of our carriers will attempt a delivery at your front door before opting to leave the order with a neighbour, leave it in a safe place or take it back to the depot. In all cases of a failed delivery attempt, they will leave a card to let you know what they've done.

Can parcels be left in a safe place?

Yes, although this does depend on the value of your order and the courier’s personal judgement on how appropriate this method of delivery is for each delivery attempt.

Can I track my order?

Yes! Simply follow the link in your dispatch email and our carrier will show you where they’re up to with your delivery.

Are there exceptions to your delivery services?

We can deliver Standard Delivery orders to the whole of the UK; however the following postcode areas are excluded from Next Day Delivery and will be sent on a Standard Service:

AB, B5, B24, BA1, BD4, BN15, BS1-2, BS6, BS8, BT, CA4-9, CA10-22, CH3, CV9, DD, DG3-9, DN7, EH34-35, FK1, FK14, FK17-21, G41, G51-52, G63, G83, GY, HS, IM, IV, JE, KA3, KA18, KA27-28, KW, KY1, KY9, LA20-23LL15, ML, NE66, NE69, NE70-71, NW2, NW6, NW10, PA20-38, PA42-47, PA60-61, PA70-80, PE3, PH, PL, PR3, SA11, SK9, TD1-5, TD9, TR21-25, W3, ZE.

Where is my order?

Remember that UK Standard Delivery orders usually take 3-5 working days for delivery.

You can track your order online using our tracking service. Simply follow the link in your dispatch email or the My Account section of the website and our carrier will show you where they’re up to with your delivery.

Please allow the complete number of estimated days to elapse before contacting the Customer Care team as they are unable to provide up to date information before the final potential delivery day has passed.

In the unlikely event that there’s a problem with your order, we will contact you either by phone or email to let you know, however if there is something you’d like to discuss please feel free to contact our Customer Care Team.

I received my item but it was damaged, what do I do?

We’re really sorry about that! Please contact our Customer Care Team as soon as you can and they will look into the problem for you.

I received my item but it’s faulty, what do I do?

We’re really sorry about that! Please follow the instructions on your delivery note on how to return your order back to our Warehouse and our Returns Team will look into the problem for you. Alternatively, you can return your order to one of our stores. Use our Store Finder to locate your nearest branch and take your delivery note with you so a member of our Retail Team can assist you further.

If you’d like to discuss your faulty item beforehand, please contact our Customer Care Team.

You sent me the wrong item

We’re really sorry about that! Please contact our Customer Care Team as soon as you can and they will look into the problem for you. Alternatively we advise you to take the product into your local store who will be able to assess any problems you might be having.

Something is missing from my order

At certain times we are unable to send all of then items that you have order. If this is the case, we will send you an email letting you know of any items that are missing from your order.

Please note we will provide a full refund for any items that have not been sent.

If you have not received your full refund after 5 working days, then please contact our Customer care team.

How do I return something to you?

You can find all the information regarding returning items to us on our Returns page.

How long can I keep my order before returning it to you?

You have 28 days to return your items to us.

What if my item becomes faulty?

If you are concerned that your item may be faulty please let us know straight away by taking the item into your local Go Outdoors store or by contacting our customer care team. We will try and resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover a problem.

Can I exchange an item?

You may exchange an item by returning it to any store. Please use our store finder for local store details and opening hours. We are sorry to say that we are unable to exchange items that are returned by post to our returns centre.

How do I receive my refund?

As soon as your return has been received and checked by our warehouse team, we’ll email you to let you know.

In the unlikely event that you haven’t received an email within 10 days of returning your items. Contact our Customer Care team and we’ll help you out. Make sure you let us know your original order number, which items you have returned and any delivery reference numbers when you contact us.

When will I receive my refund?

Please allow up to 21 days to receive a refund for item/s returned to our Returns Centre.

You have refunded the incorrect amount, what do I do?

If you feel that we have processed your refund incorrectly, please contact us with your order details so we can investigate and sort out any problem as soon as possible. However please also consider the following:

• Your delivery charge is non-refundable except where goods are faulty, we have sent you the wrong item or you cancelled the order under the Distance Selling Regulations.

• If your original purchase was part of a multibuy promotion e.g. "buy one get second half price", and you have returned one item or part of the original multibuy offer, then you will be charged full price for the remaining items, which will be reflected in the amount we refund you.

How do I check stock in your stores?

You are able to check stock for specific products by using the Check Stock function located on each individual product page.

We regret that we are unable to transfer stock between different stores.

Where is my local store?

For local store contact details and opening hours please use our store finder section on the website.

Do you have any stores overseas?

No, all our stores are within the UK. For details of our stores and opening times please use the Store Finder on our website.

How do I wash my down jacket?

Periodical cleaning of down products is essential to maintain maximum loft and long life. Annual cleaning for products used occasionally is suitable; however, a down product should be cleaned after 30-45 days of continual use.

Hand washing:
This is the best way to protect a down product when washing it and allows for stains to soak out. You should use a non-detergent soap, lukewarm water and gently rub out any stains with care. DO NOT lift your down item up if it is heavy with water because the down will clump together and fall to the bottom. You must rinse the soap thoroughly and push the water out of the item gently. Do not allow long periods of time between washing and drying, because the feathers will clump together if left to dry naturally - see Tumble Drying

Machine washing:
Some garments can be machine washed but you must always consult the manufacturers instructions (usually printed on the sewn in label). If the cleaning instructions allow it you can wash your down item in a normal washing machine in COLD water, on a gentle cycle. Put it through a cycle twice. Do not use bleach or fabric softeners.

Tumble Drying:
How you dry your garment is probably the most important part of the cleaning process. DO NOT hang out to dry as the feathers will clump together at the bottom of the jacket. You must use a tumble dryer with NO HEAT in order to re-loft the feathers. Ideally, we recommend that you place tennis balls in the tumble dryer as this helps to separate the feathers whilst drying. The garment must be completely dry to avoid clumping or permanent damage.

Dry Cleaning:
We do not recommend this unless you deal with a dry cleaner that specialises in cleaning down products.

Do you offer a repair service?

Our store team may be able to recommend a local repair company.

Branded Items: Some of the brands we sell provide their own repair service as part of the manufacturer's warranty. Please enquire in store for details or Contact us

What does breathable mean?

It is a fabric construction that permits moist air to escape but does not allow water in. The most widely used breathable fabric is Goretex but other fabrics are available.

What is DEET?

The technical name is Diethyl-m-toluamide. The ingredient is used in repellants to deter flying insects and is very effective. This product may damage varnish and polyester fabrics.

What is eVent fabric?

It is a waterproof barrier using proprietary and patented dry system, allowing perspiration to dissipate and vent without saturating the inside of the fabric.

What are pitzips?

These are zippered openings in the armpits, allowing the ventilation of increased body heat during exercise.

What is ripstop nylon?

This is specially reinforced fabric, meaning a small snag in the material won't turn into a large tear.

What is UV protection?

A fabric treatment that adds UV cutting agents to help reduce harmful UV radiation from the sun.

What is anti-bacterial treatment?

It is a special coating applied to fabric to help prevent mold forming.

What are the benefits of layering?

Wearing several layers of clothing allows you to adapt to the environment by adding or subtracting layers. 1st layer is for comfort and insulation, middle layer provides bulk insulation, the outer layer blocks wind and repels rain.

What is your criteria for writing a product review?

We ask that you post a review that will be relevant for the lifetime of the product. We often edit (i.e. shorten) reviews to remove the following:

• The price of the product or other details of our/our competitors' current promotions
• Customer Care/Delivery comments
• Website Errors/Mistakes. Mistakes brought to our attention will be rectified as necessary.
• Legal Interest
• Incorrect Manufacturer Reference
• Foreign Language
• Spam/Duplicate
• Presence of a URL
• Inappropriate/offensive language

Reviews are not the opinion of Go Outdoors.

Are my personal details secure?

We use the latest technology to ensure that all personal and transactional information is protected to the highest standards. We never make your personal details available to companies outside of Go Outdoors Limited, although our Customer Advisors may hold your data so that your details and order can be processed and your account maintained. Please see our Privacy Policy for more details.

Is your website secure?

Your security is one of our top priorities. Whenever you log on to the site you should see a padlock symbol at the bottom of your web browser on the secure parts of our site. (Please note that the padlock will only appear on some web browsers). The URL will also start with "https://". You can therefore be confident that you are shopping in a secure environment.

How do I get in touch with Customer Care?

If your question is not listed on our help centre then please feel free to e-mail enquiries@gooutdoors.co.uk.

Can I order by phone?

Yes, please call us on 0330 008 1555 to speak with one of our Customer Advisors, who will be happy to take your order and advise you about our products.

How long until I receive a reply to my email?

We aim to contact you within 48 hours of receiving your e-mail.

What is your address?

Please use the following address for queries and complaints:
Cuthbert House, Arley Street, Sheffield S2 4QP.

Why is my discount code not working?

Check you have entered the code exactly as it was provided, including any special characters. Some products may be excluded from promotional discounts and you can find details of this on the promotion Terms and Conditions page. If you are still having a problem and have obtained a discount code from a third party then it is possible that the offer or discount has expired.

Why have I not received a newsletter since I subscribed?

Please try again by visiting the website and entering your email address in the box located at the bottom of the homepage and then just click to sign up!

Do you have an ethical sourcing policy?

Go Oudoors take their responsibilities very seriously when it comes to working with suppliers that employ a fair work ethic. We enforce a strict code of conduct to ensure that the people involved in producing our products are treated humanely, are given good working conditions in a safe environment. We expect all our business partners to operate on the same principles.

Are dogs allowed in stores?

Yes! Feel free to bring your dog into the store while you shop.

Do you have any job vacancies?

You can see our current job opportunities here.