Help Desk

Help Desk

We know that when you buy over the internet you’re looking for convenience, value and prompt delivery and expect the same level of service that you would receive if buying in a shop. At Tenn-Outdoors we want to make your internet buying experience the most convenient, hassle-free way to shop. We hope you will find below all the information you need, but if you have any questions please give us a ring or drop our team an email.

1. Customer Services

2. Returns & Exchanges

3. Delivery Options

4. UK Delivery Times & Costs

5. International Delivery Times & Costs

1. Customer Services

Our customer services team are on hand to help you with any queries 9am-5pm Monday to Friday (excl. Public Holiday) and endeavour to respond to all enquiries within 24 hours during opening times. Our contact details are:

By Phone: 01424 854411

By Email: shop@tenn-outdoors.co.uk

By Fax: 0844 4435799

By Mail:
Tenn-Outdoors Ltd
82 Castleham Road
Castleham Industrial Estate
St. Leonards-on-Sea
East Sussex
TN38 9NT
United Kingdom

2. Returns and Exchanges

We sincerely hope you enjoy your purchase and welcome any feedback you may have.

We offer a simply, no quibble exchange and refund policy. If you change your mind within 30 days of receipt of your order, we will gladly exchange it or refund the purchase price, whatever the reason, providing that it is returned in perfect re-saleable condition.

Faulty Items:

In the unlikely event that your garment is faulty or develops a fault please contact us for advice.

Refunds:

If you require a refund, please return your item to us, and make sure to let us know that you require a refund. We normally process refunds within 2 working days of receipt of the returned item and funds are returned in the same way as the original payment was made.

Please ensure the following:

Goods must be unworn and in perfect condition as when sold. Ensure all outside packaging is sealed and has enough postage paid to ensure its safe arrival. For added security and peace of mind, it is worth considering Recorded Delivery, which is trackable.

Return it to Tenn-Outdoors (address below) with original barcoded packaging, all tags intact and with your receipt, name and address. Please state the reason for return of your goods.

Postal charges where exchanges are requested:

If you would like to change your item, please return it to use as above along with which size and colour you wish to exchange your item for.

We require a £1.50 contribution towards admin and the cost of posting the item you want back to you by 2nd Class Post if it is a UK address. For overseas customers, please email us to check the rates of postage prior to returning the item to us.

Postage costs can be paid by cheque (made payable to Tenn-Outdoors) or by cash. In the case of coins please sellotape together and secure within your packaging. Failure to send adequate postage will result in the delay of replacing the item, whilst we contact you to recover these costs.

Address for all returns & exchanges is:

Tenn-Outdoors Ltd
82 Castleham Road
Castleham Industrial Estate
St. Leonards-on-Sea
East Sussex
TN38 9NT
United Kingdom

3. Delivery Options

 We offer two delivery options: Royal Mail Special delivery and 2nd Class Standard delivery.

Royal Mail Special Delivery: We aim to deliver all mainland UK special delivery orders one working day after the day you place your order with us, for orders placed before 12pm (GMT).

2nd Class Standard Delivery: We aim to deliver all mainland UK standard orders in 3-5 working days. However, sometimes during sale periods or other busy periods, deliveries may take longer. If you have not received your delivery within 7 working days, please contact us. Please note however that Royal Mail do stipulate that a delivery within the UK isn't classified as missing until 15 working days have passed.

Deliveries to Northern Ireland, the Highlands and Islands and AB postcodes will take longer to arrive. We aim to deliver 2nd Class Standard deliveries within 5-7 working days to Northern Ireland and AB postcodes and 7 working days to the Highlands and Islands. During busy periods, please allow up to 7 working days for delivery to Northern Ireland and 10 working days for delivery to the Highlands and Islands.

Deliveries to Channel Islands and BFPO Addresses will take longer to arrive. We aim to deliver 2nd Class Standard deliveries within 7-10 working days. If you have not received your delivery within 15 working days, please contact us.

We currently offer standard 1st Class Airmail delivery to European and Worldwide destinations. Unfortunately Special delivery is not available at this time.

UK Bank Holidays (if applicable): please allow an extra working day for standard deliveries. Please note that Special deliveries will not be delivered on bank holidays.

All times given for despatch or delivery are approximate and time shall not be of the essence. The buyer agrees to allow 30 days in any written notice making time of the essence and further agrees to accept full liability in respect of delayed or late delivery or dispatch. In any event, delivery times are approximate and variable. When delivery is affected to the purchaser directly or to an independent delivery contractor as agent for the purchaser, risk shall pass to the buyer immediately.

The buyer is required to notify the company, in writing, of any shortage, miss delivery or other discrepancy immediately, or at the latest within five days of such failure, thereafter the buyer shall be liable for any such discrepancy. Where delivery is affected to the buyers own delivery contractor, loss or damage in transit claims should be made directly to the carrier. The company will assist purchasers in making their claim. Buyers should retain all packaging in the event of a claim or return within the terms of this agreement.

4. UK Delivery Times and Costs

All UK orders are delivered FREE by Standard 2nd Class!

Destination

Standard 2nd Class Delivery (Order before 12pm (GMT)

Any order value - cost

Special Delivery (order before 12pm -GMT)

Any order value - cost

United Kingdom - (excluding Channel Islands & BFPO addresses)

3-5 working days

Free

Next working day

£5.95

Northern Ireland and AB Postcodes

5-7 working days

Free

Next working day

£5.95

Highlands and Islands

3-7 working days

Free

See below

N/A

We deliver most items the next working day by 1pm on Mondays to Fridays (except public and bank holidays). We sometimes deliver on Saturdays if the item arrives at our local delivery office that day, but we can't guarantee delivery.

We deliver by 5.30pm the next working day in the following postcode areas:

Mainland
AB30-56 Aberdeen
IV21-28, 40, 52, 54 Inverness 
KW1-14 Orkney 
PA28-38 Argyll 
PH15, 17-26 Perthshire 
PH31-40 Perthshire 
PH49 Ballachulish 
PH50 Kinlochleven Islands 
HS1 Stornoway (Lewis) 
HS3 Harris
HS4 Scalpay 
HS5 Leverburgh 
HS6 N Uist 
HS7 Benbecula 
HS8 S Uist 
HS9 Castlebay (Barra) 
IV41-51, 55-56 Skye 
KA27 Arran 
KA28 Cumbrae 
PA41 Gigha 
PA42-49 Islay 
PA60 Jura 
PA77 Tiree 
KW15 Kirkwall Town 
KW16 Stromness Town only 
GY9 Alderney (Channel Islands) 
ZE1 Lerwick (Shetlands) 
HS3 Harris

We deliver within two working days by 5.30pm to the following islands:

GY1 Herm only (Channel Islands)
GY9 Sark (Channel Islands)
HS2 Lewis
PA61 Colonsay
PA62-75 Mull
PA78 Coll
ZE2-3 Shetlands

We deliver within three working days by 5.30pm to the following islands:

KW16-17 Orkney
PH30 Corrour
PH41 Mallaig
PH42 Eigg & Kuck
PH43-44 Rhum & Canna

5. International Delivery Times and Costs

All International orders over £70.00 are delivered FREE by Standard International Delivery!

Destination

Standard International Delivery (Order before 12pm - GMT)

Order under £70.00 – cost

Europe

5-7 working days

£5.95

Rest of the World

7-10 working days

£5.95

 

 Destination

Standard International Delivery  -

7-10 Working Days

Express - 2 Day Delivery

USA £5.95 £10.99

There are no import/export duties on goods shipped within the European Union. All goods shipped to EU countries already have the relevant VAT included.

Shipments sent outside of the European Union are sold exclusive of VAT and may be subject to import duties and taxes,which may be levied once a shipment reaches your country. Please note: It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the European Union, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask, or expect us to do any of the above. For details of Customs charges please consult your own Customs authorities for the latest rates.

Additional charges for customs clearance must be borne by you; unfortunately we have no control over these charges and cannot predict what they may be. We are unable to reimburse any costs incurred regardless of the circumstances. Sometimes International orders can take longer than specified above dependant on the internal postal system of the destination country.

For smaller low value parcels & packages we will despatch your item via Airmail, which is a Royal Mail service. No signature will be required on delivery of your order. Please note that due to the economy nature of the Royal Mail service it is not possible to trace a delayed parcel until 28 days after shipping.

For higher value parcels & packages we will despatch your item via Signed For Airmail, which is a Royal Mail service. A signature will be required on delivery of your order.