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FAQs
FAQs stands for "frequently asked questions", below you will find answers to general queries about GOoutdoors.co.uk.
| Do you produce a catalogue? |
To bring you the best prices on a variety of products our range is constantly changing - so no sooner had we printed a catalogue then it would be out of date again. Therefore, the only way to view items at home is via the website, but even then not all our range is shown.
If there was a particular item you were looking for it is worth contacting us.
| What are the advantages of registering on the website? |
By registering on the site you nominate a user name and password, this makes shopping even easier. When you use this to log in to the site your delivery details are filled in automatically when checking out.
| Do I need a Discount Card to shop online? |
To get this month's current promotions on our website you will need to purchase a Discount Card. For all other prices and products the Discount Card is not required at the moment.
It is, however, required to get the discounted prices when shopping in one of our stores and it can be purchased at the till when you make your purchases. On GOoutdoors.co.uk the discount has already been applied.
We endeavour to ensure that the website reflects the stock levels of the company but some products can sell out very quickly, therefore, placing an order with us does not guarantee availability.
We will, of course, make every effort to fulfil your order and if this is not possible we will let you know as soon as possible.
To avoid disappointment you can contact us on 08450 020 888 Monday-Saturday (9am-6pm) to check availability.
During summer periods, we experience higher than usual call and email volumes. However, we are trying to deal with every query in turn and thank you for your patience in this busy period.
Our stores sell gas and can refill your canisters however due to health and safety risks we cannot sell gas over the internet to post out to you. Please visit our stores for your gas requirements.
Delivery is £5.95 for UK orders, regardless of the size or weight of your parcel. For further details on delivery please refer to our terms and conditions.
| Can I pick my item up in-store? |
Unfortunately, after the 7th June 2008 this option will no longer be available.
| I can’t get through to somebody on your Customer Service Line. Is there any other way to contact you? |
At the moment, we are receiving a much higher volume of calls and emails than normal due to the popular demand of our Summer Promotions. We are trying to answer all queries as quickly as possible, so please keep trying the Customer Service line. Due to the number of calls being taken by our team the average waiting time may be a few minutes.
| How long does delivery take after I’ve placed my order? |
It can take upto an average of 7 working days for us to despatch and deliver your order. Due to an increased demand for our Summer Promotions, you may find this taking a day or so longer. We endeavour to deliver your order as soon as we can.
| I’ve returned an item(s) back to you for an exchange/refund. How long does this take? |
The maximum time it should take to process a return is 28 days from the day we receive it. We do try to deal with all returns as quickly as we are able to.
| I couldn’t get through on the Customer Service Line. They took a message so why haven’t I been called back? |
If you ring our stores, please be patient as our store colleagues are doing everything they can to pass on messages. Due to our increased volumes of calls and emails we are trying to contact everybody as quickly as possible. We do thank you for your patience during this busy period.
| I have ordered something that is not in my parcel. . . |
Unfortunately we are occasionally unable to despatch all goods ordered. Please check your invoice and till receipt as the goods should not have been charged. If it does show the missing item on your till receipt, then we will be able to re-arrange a delivery/refund as needed.
Please contact us on 08450020888 to speak to one of our friendly Customer Service Team who will do their best to help you as quickly as possible.
| How do I know what stage my order is at? |
Picking
This stage means that your order has been confirmed and is being processed and picked from our extensive range of products. No money has been taken from your account at this point.
Payment Taken
We have successfully picked your order and passed it though to Invoicing. This means that your card has been debited the correct amount and that your order is being prepared for packing and dispatching.
Order Dispatched
Your order has been packed and labelled up ready to be diapstched using our courier services. You should receive it between 24-48hours of this being shown in the status.
Please Note: During summer periods, we experience higher than usual call and email volumes. However, we are trying to deal with every query in turn and thank you for your patience in this busy period.
To return an unsuitable or unwanted item you should download the returns form, fill it in and enclose it with the item(s) in the returns parcel. Find the returns form at the top of the returns page.
Send the parcel to:
Internet Returns
GO Outdoors Coventry,
Coventry Business Park,
Canley Road, CV5 6RN
The delivery service you choose is at your discretion, however GOoutdoors.co.uk cannot be held responsible for any items lost in transit. For heavier items we can arrange a courier collection (for £6.50) – contact us.
For faulty items please contact us to make arrangements for their return.
We recommend you refer to the returns page for complete information on returns and our returns policy.
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