Customer Service

Shipping & Delivery

All items ordered through www.outdoortrail.co.uk will be despatched within 1-2 working days from time of order placement. If there should be a delay to your order we will endeavour to contact you as soon as possible. All items will be delivered via Royal Mail or courier services and may require a signature upon delivery. If you are not available when the product requiring a signature is delivered the courier will leave a calling card and re-try the next working day, or will attempt delivery to a neighbour. If the delivery is not made the next working day, another calling card will be left instructing you to arrange for a pick up from the delivery hub. The package will be held at the delivery hub for a maximum of 7 days from second delivery drop.

When your order is despatched, you will receive a confirmation email from us containing the tracking reference (if applicable) together with an estimated delivery date. Orders are typically delivered the next working day, although some areas may be two working days. For items sent via Royal Mail, please allow up to five working days for delivery. Whilst we endeavour to provide accurate delivery estimates, delivery times can vary due to external influences. Unfortunately, goods cannot be collected from our premises. Orders to Northern Ireland, Scottish Highlands, and Offshore may incur a £9.00 surcharge depending upon item weight. Please contact us for more details.

Privacy & Security

What do Outdoor Trail Ltd do with my personal data it collects online?

Who we are

In this Privacy Policy references to "we" and "us" are to Outdoor Trail Ltd.

What information we collect and how

The information we collect via this website may include:

  • Any personal details you type in and submit, such as name, address, email address, etc.
  • Your IP address (this is your computer's individual identification number) which is automatically logged by our web server. This is used to note your interest in our website.
  • Your preferences and use of email updates, recorded by emails we send you (if you select to receive email updates on products and offers).

What we do with your information

Any personal information we collect from this website will be used in accordance with the Data Protection Act 1998 and other applicable laws. The details we collect will be used:

  • To process your order, to provide after-sales service (we may pass your details to another organisation to supply/deliver products or services you have purchased and/or to provide after-sales service)
  • To comply with legal requirements.
  • In certain cases we may use your email address to send you information on our other products and services. In such a case you will be offered the option to opt in/out before completing your purchase.

We may need to pass the information we collect to other companies for administrative purposes. We may use third parties to carry out certain activities, such as processing and sorting data, monitoring how customers use our site and issuing our e-mails for us. Rest assured that third parties will not be allowed to use your personal information for their own purposes.

Other websites.

This privacy policy only covers this website. Any other websites which may be linked to by our website are subject to their own policy, which may differ from ours.

Returns & Replacements

Changed your Mind / Unwanted Item

  • We offer a 100% satisfaction guarantee. If you are not completely satisfied with your purchase, please contact us within 14 days of receipt and advise us you wish to return it.
  • Please contact our customer services team via info@outdoortrail.co.uk
  • Any item returned to us must be in it's original packaging and include all parts / accessories.
  • The buyer is responsible for the return shipping costs.
  • Reasonable care must be taken to ensure the item will not be damaged in transit.
  • Once your item has been received and inspected, a full refund will be processed via the original payment method. For most electronic payments, please allow 3-5 working days for the refund to clear.

Faulty Items - Within 28 days:

  • Please contact our customer services team via info@outdoortrail.co.uk
  • We will arrange a collection from your home, or we may ask you to return the item to us at your expense and reimburse you for the postage costs.
  • Reasonable care must be taken to ensure the item will not be damaged in transit.
  • Once your item has been received and inspected, you can choose to have a replacement item sent to you (stock permitting), or a full refund.
  • For a replacement item, please allow 2-3 working days for delivery.
  • For a refund, please allow 3-5 working days for the refund to clear.

Faulty Items After 28 days:

  • Please contact our customer services team via info@outdoortrail.co.uk to arrange for your item to be returned to us.
  • We will endeavour to repair your item, or in the event your item cannot be repaired, a replacement item will be offered. At our discretion, a partial or full refund may be offered.
  • Your repaired / replaced item will be returned to you.
  • Please note: If a product is returned to us as faulty, but is not found to have a manufacturing fault or if a fault has developed as a result of misuse or wear and tear, no product or postage costs will be refunded. It will then be the responsibility of the buyer to arrange to collect the product or pay for shipping costs for the product to be returned.

Wrong Item / Description

In the unlikely event we send you the wrong item, or the item description is incorrect, please contact us and we will arrange to either:

  • Send the correct item with collection / return of the incorrect item.
  • Collect the incorrect item, and once received and inspected, issue a full refund via the original payment method. For most electronic payments, please allow 3-5 working days for the refund to clear.

Ordering

  • Availability: All items are subject to availability. We will inform you as soon as possible if the goods you have ordered are not available.
  • Ordering Errors: You are able to correct errors on your order up to the point at which you click on 'Confirm and Make Payment' on the final page of our ordering process.
  • Acknowledgment and acceptance of your order: If you have supplied us with your email address, we will notify you by email as soon as possible to confirm receipt of your order and email you again to confirm details. Our acceptance of your order will take place upon despatch of the product(s) ordered.
  • Delays: Occasionally, the despatch of your order may be delayed. This can be for various reasons such as material shortages, import delays or higher than anticipated demand. We will, of course, make every effort to keep you informed.

Payment, Pricing & Promotions

All items must be paid for prior to the despatch of goods. Payment of goods can be made by credit or debit card and by cheque. If paying by cheque please make payable to Outdoor Trail Ltd and allow 5 working days for the funds to clear before the goods can be dispatched.

Viewing Orders

To view your order that has been placed on the website, you will be asked to log into the site and full progress report on the order will be available.

Updating Account Information

You will be required to log into your online account and all account information can be updated once logged in. If you have any problems with updating your information please called 0115 979 5080 or email info@outdoortrail.co.uk where one of the team will be able to assist you.