Shipping & Returns

UK Orders

Free UK Shipping on all orders over £15

Orders under £15 charged £1.49

We aim to ship all orders placed before 3pm Monday to Friday, on the same day. Our standard shipping method for the UK is Royal Mail Tracked 48.

Faster shipping options can be purchased at the checkout - Royal Mail Tracked 24 is available, as is DPD Local Guaranteed Next Working Day Delivery and DPD Local Saturday delivery.

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EU Orders/Rest of World Orders

Thank you to our valued customers in the EU and ROW for your continued support.

For EU orders placed from 1st January 2021, we will no longer charge UK VAT (sales tax). You will be charged your local sales tax on entry to your country and could be charged duty on products manufactured outside the EU and UK.

We aim to ship all orders placed before 3pm the same day. The default shipping method is 'Standard Delivery'. This is a reliable airmail service with no tracking. Transit times for non-UK orders can be very unpredictable. Royal Mail state to aim to deliver these parcels in 3-5 working days but it can take a lot longer.

Where Custom Duties and Tax payment requests are refused by the customer the parcel will be returned to us. Please note, any additional charges for the return of parcel will lie with the customer and therefore the refund processed upon return will be minus these charges.

For EU and ROW, if available, faster tracked shipping options can be purchased at the checkout. If you require a faster delivery than we are offering please contact us at customer.service@ultralightoutdoorgear.co.uk as we may be able to help.

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Returning an item to us

To return an item please click on Orders on your Account page, select Return items? to the right of the product, to open the return items page. Please then fill out the returns request and you will be emailed with a Returns Authority Number.

Please can you post the item back to us with this number marked on the package or with a note inside to the below address:

RETURNS Dept.
Ultralight Outdoor Gear Ltd

Unit 2 Tees Valley Court
Glenarm Road
Wynyard Business Park
Wynyard
TS22 5FE
United Kingdom

If you checked out as a guest, please return the item packaged with a copy of your invoice and a reason for return written on to the same address.

PLEASE NOTE: FOR HYGIENE REASONS WE CANNOT ACCEPT RETURNS OF UNDERWEAR OR SOCKS AND FOR SAFETY REASONS WE CANNOT ACCEPT RETURNS OF ANY CLIMBING HARDWARE OR FOOD PRODUCTS.

We are pleased to be able to offer a refund of your purchase (at your discretion), within 30 days of you receiving it. We will extend this period for International Customers where returned items are held up in transit.

We do not provide free returns. You need to cover the cost of returning the item to us. We recommend using a tracked delivery service to return goods, to ensure that there is proof of delivery and insures the goods whilst in transit. We are not responsible for losses during return transit.

Refunds for goods will be made against the original method of payment used to buy them.

Refunds will be made for the cost of the goods only - not any shipping charges. Unless products are deemed faulty We do not offer exchanges. If you require a different size or colour, we will refund you for the item you return to us and ask you to place a new order for the replacement item.

Any offers included in the original order must be returned in order to receive a full refund. If the items involved in the offer are not returned then the cost will be deducted from the refunded amount.

Goods that are returned for refund should be in the same condition as they were received by you. All tags should still be attached to the item, with packaging, neatly presented, free of any marks, other contaminants, or smells and footwear not to be worn outside. Please do not test pitch tents in the garden/outside. We also reserve the right to refuse a return if the items are received if the items aren't in a resalable condition.

We are unable to accept returns for special ordered items that we do not stock, but they are still covered under warranty.

Warranties

For any warranty, please use the following email address warranty@ultralightoutdoorgear.co.uk and we will try to respond to your enquiry as soon as possible.

We ask that you try to provide as much information as possible about the issue in your initial contact and your usage of the product, and please quote your order number.

If we ask for the Item(s) to be returned to us under warranty we would provide a free of charge returns label and a returns form in order to provide the details we require.

Any Item that is returned must be done so in a reasonable state. They should be in a clean (free of mud) and dry condition, to help us hygienically assess the returned item(s). Where items fail to meet this standard, we reserve the right to return them to you without action, and additional postage costs will have to be met by yourself.