Frequently Asked Questions

If you are worried about an item you need urgently please do not hesitate to contact us either by phone or email and we will happily check items availability. We do our best to keep our online catalogue updated and try to remove any items that are not available ASAP. Unfortunately we may miss items every now and again.

Items for next day delivery are processed and despatched the same day (providing your order is received by 14.30) and are sent using an overnight service. Items for standard delivery are generally despatched within 24 hours of your order being received although at busier periods this can take a little longer. We aim to have all orders delivered within 3-5 working days of your order being placed. Should there be any delay we will contact via email or telephone.

All packages are delivered by a national courier; we currently use both UK Mail and Parcelforce. Items will generally need to be signed for although they can be left in a safe place or with neighbours if you are not in. Please give us these details when ordering if you would like us to make these arrangements with the courier. If you are not home and no arrangements have been made for your items to be left elsewhere they will be returned to the couriers’ local depot and a card will be left with instructions on what to do next.

Yes. Returns for unwanted items can be made up to 28 days after delivery provided they are in as new and unused condition. A returns form will be included with your delivery so please complete and include this with your items. Unwanted items returned for an exchange/refund are at your own expense although we recommend using a recorded service. Great Outdoors cannot be held responsible for items lost in the post. We aim to deal with refunds and exchanges within 7 days of receiving your items. For a direct exchange (size/colour/similar item) you will not be charged for delivery from us to you.

Some items that are returned faulty, although dealt with through us will be returned to the manufacturer for testing. As such refunds and exchanges for faulty goods can take up to 28 days to process although we aim to deal with issues as quickly as possible. We can arrange for faulty items to be collected at no cost to the customer or if you would prefer to post them we will reimburse you postage costs (up to a reasonable amount). For a full description of our returns policy please click on our returns section.

Standard delivery is £4.95 per order for orders up to £200; orders over this amount receive free delivery. Next day delivery is charged at a flat rate of £15 per order. Postage to some Scottish Highlands postcodes will be £10 per order. For a list of postcodes which fall into this category please see our delivery terms. A this moment in time we deliver to Mainland UK, Isle of Man, Isle of Wight, Scilly Isles, Scottish Islands, Channel Islands and Northern Ireland.

Gas is available in our stores to suit all of the items we sell. Unfortunately due to Health and Safety regulations we cannot send gas through the post to you. If you would like to purchase gas from us please call in to our stores on Sealand Road or Burton Nurseries.

Registering makes return visits much easier as your details are stored and automatically filled out should you wish to make another purchase. You details are stored securely and will never be passed on or sold to any third parties. You will not receive any marketing or other communications from us unless you have requested it. If you would like your details to be removed from our database for any reason please do not hesitate to contact us and we will be happy to help you with any issues you may have.

If you have any queries at all please do not hesitate to contact us. For queries about orders please contact our Sealand Road Store either by phone on 01244 880505 or via email at support@greatoutdoorsdirect.co.uk

Our head office address should you need to write to us is:
Great Outdoors (Chester) Ltd
Burgess Drive
Sealand Road
Sealand
Chester
CH1 6BT