DELIVERY & RETURNS
Delivery
Standard delivery 3 - 6 days Below £35.00 is £3.49
Standard delivery 3 - 6 days above £35.00 is Free
Express 1 to 3 business days £1.99 GBP
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How To Return Your Item
Please use the following link to start your Royal Mail Return: RETURN LINK
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you need is to start a return and then order the replacement item. Once the returned item is received you will be issued a refund.
Refunds
Once we have received your return, it will be inspected and a refund will be issued if approved, missing parts / packaging etc will result in a partial refund. You will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@greatoutdoordepot.com.
Partial Refunds Policy
At Great Outdoor Depot, our Fair Use Policy helps us continue offering free returns to the majority of our customers. However, to keep this service sustainable, we may deduct £3.95 per returned parcel for customers whose return habits exceed typical usage. This deduction helps cover the cost of processing returns.
We use an objective formula to determine if this policy applies to you, considering factors like the frequency and volume of returns compared to average customers, as well as the value of your orders. If this applies to your future refunds, we’ll notify you by email and provide reminders at checkout and on returns pages. Free returns will still apply if:
- You keep items worth £40 or more from any order
- You keep items worth £15 or more from any order
If you use Klarna or Clearpay for payment, refunds for returned items will include any applicable deductions for return charges. Note that we aren’t responsible for any instalments or additional charges from these payment providers—make sure to settle these balances directly.
Faulty and Incorrect Items
Free returns are always available for items that are faulty or not what you ordered. If your item has a defect please return it to us within 30 days, mark as ‘Faulty/Broken’ as the reason for your return. For items you didn’t order, please select ‘Incorrect Item Received’ when creating your return. Need help? Contact our Customer Care team if your item becomes faulty after the 30 days window with a photo of the issue, and we’ll resolve it promptly with the manufacturer.
Please remember that items showing wear and tear rather than a fault won’t be refunded. If the wrong size was received, check our size guide to confirm before creating your return. Misclassifying return categories may result in a returns fee.
Suspicious Activity
To maintain fairness, we monitor accounts for suspicious or fraudulent activity. This includes excessive complaints about unreceived orders, repeated ordering and returning of large quantities, or returning worn/used items. If we suspect unusual activity, we may suspend your account, refuse refunds, or take further action.
If your account is deactivated, follow the instructions in your account closure email to make valid returns. You will be responsible for the cost of these returns, which will be processed once they reach our warehouse. Please note: returning items that don’t match the original order could lead to legal action.