FAQ

What if I forget my password?

Don't worry, we will still have your email address and other details saved in our system. Please go to the 'My Account' section on the website, enter your email address and select the forgotten password option. A link to reset your password will be emailed to you.

Can I close my online account?

Yes, just e-mail us with your full name and e-mail address and we will close your account.

Can I make changes to my order?

No - Unfortunately once your order has been placed and accepted into our system then I'm afraid we are unable to make any changes. This includes updating billing/delivery addresses, products, payment methods or delivery services.

How do I cancel my order?

Unfortunately, you will be unable to cancel your order once you have placed it. Should you no longer require the items you are able to return the items as per our returns policy. Details of how you are able to return products can be found here.

Can I track my order?

Yes! Simply follow the link in your dispatch email and our carrier will show you where they’re up to with your delivery.

Where is my order?

Remember that UK Standard Delivery orders usually takes 7-10 days for delivery.

You can track your order online using our tracking service. Simply follow the link in your dispatch email or the My Account section of the website and our carrier will show you where they’re up to with your delivery.

Please allow the complete number of estimated days to elapse before contacting the Customer Care team as they are unable to provide up to date information before the final potential delivery day has passed.

In the unlikely event that there’s a problem with your order, we will contact you either by phone or email to let you know, however if there is something you’d like to discuss please feel free to contact our Customer Care Team.

I received my item but it was damaged, what do I do?

We’re really sorry about that! Please contact our Customer Care Team as soon as you can and they will look into the problem for you.

I received my item but it’s faulty, what do I do?

We’re really sorry about that! Please follow the instructions on your delivery note on how to return your order back to our Warehouse and our Returns Team will look into the problem for you. Alternatively, you can return your order to one of our stores. Use our Store Finder to locate your nearest branch and take your delivery note with you so a member of our Retail Team can assist you further.

If you’d like to discuss your faulty item beforehand, please contact our Customer Care Team.

You sent me the wrong item

We’re really sorry about that! Please contact our Customer Care Team as soon as you can and they will look into the problem for you. Alternatively we advise you to take the product into your local store who will be able to assess any problems you might be having.

Something is missing from my order

At certain times we are unable to send all of then items that you have order. If this is the case, we will send you an email letting you know of any items that are missing from your order.

Please note we will provide a full refund for any items that have not been sent.

If you have not received your full refund after 5 working days, then please contact our Customer care team.

What methods of payment do you accept?

You can pay using your credit or debit card that either is a VISA, Master Card, Switch, Maestro, Delta, or American Express card. It is imperative that you provide the cardholder's name as it is shown on the card, and address exactly as it appears on the card statement. We also accept PayPal.

We are unable to accept payment by cheque, Style cards, Solo cards, Duet Cards, cash, postal orders or gift vouchers or gift cards.

To give you even more confidence in shopping online with Go Outdoors, we have introduced Verified by Visa and Mastercard® SecureCode™. These services enhance your existing credit/debit card accounts against unauthorised use when you shop with us.

To use this service, you must first register with the bank or other organisation that issued your card.

Why is my payment not being accepted?

If you are facing errors on the payment screen and are using a valid credit card, please ensure you have done the following:

  1. You have selected the correct payment method
    2. You have entered the card number ensuring no gaps
    3. You have entered the start date and issue number (if applicable)
    4. You have ensured the billing address is a correct match to the card
    5. You are trying to use a love to shop card, Compliments card, gift card or bonus card.

If you are still having problems with our checkout, please do not hesitate to email us and we will endeavour to help you further. Please check with your card provider that the attempted payment has not resulted in funds being held in error.

How can I pay for my goods?

You can pay using either credit or debit card either online or over the telephone. We currently accept Visa, Visa Delta, Mastercard, Switch/Maestro. We are signed up to the Verified by Visa and Mastercard Secure schemes, which provide extra protection for you when shopping online. For full details see our Privacy Policy.

We regret that we are currently unable to accept credit/debit cards that are registered outside of the UK.

Do you offer VAT free shopping?

No. All our prices are inclusive of VAT. However we are able to provide a VAT receipt upon request. Please e-mail us with your order number and we will arrange for your VAT receipt to be posted to you for all orders made via the website. For all purchases made in store VAT receipts will be issued by the store directly at the point of purchase.

Can you provide a VAT receipt?

Yes. All our prices are inclusive of VAT. However we are able to provide a VAT receipt upon request. Please e-mail us with your order number and we will arrange for your VAT receipt to be posted to you for all orders made via the website. For all purchases made in store VAT receipts will be issued by the store directly at the point of purchase.

How do I use a discount code?

Once you have added items to your shopping basket you may select a delivery method and then enter your discount code before continuing through to the checkout. Please ensure you enter the code correctly and then click "Apply". This should refresh the basket page and display the discount. If the code is not valid a red message will appear at the top of the page and the discount will not be applied. Some products such as WOW Deals may be excluded from promotional discounts, and you can find details of this on the promotion Terms and Conditions page.

I want to purchase bulk items, can I get a discount?

If you have any queries regarding bulk purchases please feel free to contact our group sales team who will be able to assist.

How do I find and order items?

To find products you may browse through our product categories or use the search box, both of which which are located at the top of every page on the website. On mobile phones the categories are found on the left hand side by tapping the list icon, and to search tap on the magnifying glass.

How long does delivery take?

UK Standard Delivery – 7-10 days

UK Next Day Delivery – Next day for orders placed before 6pm Mon-Fri

How much is delivery?

Standard Delivery - £3.95 or FREE When your order is £70 or more*
Next Day Delivery - £5.95 or £2.95 When your order is £50 or more*
Click and Collect - FREE

* Delivery charges and free delivery thresholds may vary from time to time with promotional offers.

How do you deliver?

The carrier we use to deliver your parcel depends on its contents, value and weight.

All of our carriers will attempt a delivery at your front door before opting to leave the order with a neighbour, leave it in a safe place or take it back to the depot. In all cases of a failed delivery attempt, they will leave a card to let you know what they've done.

Can parcels be left in a safe place?

Yes, although this does depend on the value of your order and the courier’s personal judgement on how appropriate this method of delivery is for each delivery attempt.

How do I return something to you?

You can find all the information regarding returning items to us on our Returns page.

How long can I keep my order before returning it to you?

You have 28 days to return your items to us.

What if my item becomes faulty?

If you are concerned that your item may be faulty please let us know straight away by taking the item into your local Go Outdoors store or by contacting our customer care team. We will try and resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover a problem.

Can I exchange an item?

You may exchange an item by returning it to any store. Please use our store finder for local store details and opening hours. We are sorry to say that we are unable to exchange items that are returned by post to our returns centre.

How do I receive my refund?

As soon as your return has been received and checked by our warehouse team, we’ll email you to let you know.

In the unlikely event that you haven’t received an email within 10 days of returning your items. Contact our Customer Care team and we’ll help you out. Make sure you let us know your original order number, which items you have returned and any delivery reference numbers when you contact us.

When will I receive my refund?

Please allow up to 21 days to receive a refund for item/s returned to our Returns Centre.

You have refunded the incorrect amount, what do I do?

If you feel that we have processed your refund incorrectly, please contact us with your order details so we can investigate and sort out any problem as soon as possible. However please also consider the following:

  • Your delivery charge is non-refundable except where goods are faulty, we have sent you the wrong item or you cancelled the order under the Distance Selling Regulations.
  • If your original purchase was part of a multibuy promotion e.g. "buy one get second half price", and you have returned one item or part of the original multibuy offer, then you will be charged full price for the remaining items, which will be reflected in the amount we refund you.

How do I check stock in your stores?

You are able to check stock for specific products by using the Check Stock function located on each individual product page.

We regret that we are unable to transfer stock between different stores.

How do I get in touch with Customer Care?

If your question is not listed on our help centre then please feel free to contact us here.

Can I order by phone?

Apologies, but we have changed the way we work so our Customer Service teams can support you safely from home.

This means we aren’t taking calls at the moment but we aim to be back as soon as possible.

How long until I receive a reply to my email?

We aim to contact you within 48 hours of receiving your e-mail.

What is your address?

Please use the following address for queries and complaints:
Edinburgh House, Hollinsbrook Way, Pilsworth, Bury, Lancashire, BL9 8RR.

Why is my discount code not working?

Check you have entered the code exactly as it was provided, including any special characters. Some products may be excluded from promotional discounts and you can find details of this on the promotion Terms and Conditions page. WOW Deals are excluded from all promotions. If you are still having a problem and have obtained a discount code from a third party then it is possible that the offer or discount has expired.

Why have I not received a newsletter since I subscribed?

Please try again by visiting the website and entering your email address in the box located at the bottom of the homepage and then just click to sign up!