- How do I know if you have received my return?
When a returned item is received and checked by our distribution centre we will update your order and if you have supplied us with a valid email address we will also email you to confirm receipt. Within your order the item will show status ‘returned’. You can check the status of your order in your online account area. This is the same information available to our Customer Services Team, so we recommend you check online first and only contact us if 5 days or more have past since we received your item. There is no requirement for you to contact us to advise that you are returning an item providing your instructions are included with your return. You may return items subject to our terms within 21 days of receipt, we do not accept returns outside this period except over the Christmas period when the returns deadline is extended until the 10th January or 21 days whichever is later. If you return an item which is not received in accordance to our terms we will return it to you at your cost.
- How can I speed up my return?
If you are in a hurry to receive an exchanged item we recommend that you return your original item for refund and order the replacement item on a new order from us. This way you won’t have to wait for us to process your return, but you will have to pay for the new order and await for your refund when your return is processed.
- When will I receive my refund?
Once a returned item has been checked and received on to our systems your refund request will be processed by our customer services team, usually within 5 working days of the date we process your return on to our systems. Your refund will be credited back via the original method of payment. Following refund, please allow 5 working days for card payment refunds to appear on your account as banks unfortunately take this amount of time to return funds to your account.
- Who pays for the cost of returning items to you?
Customers are responsible for the cost of returning items to us. Please note that until we receive your return the items and their condition are your responsibility. You must ensure returned items are appropriately packaged and we recommend using an insured and traceable postal service to return your items. We will not issue refunds on items which are not returned in a saleable condition or in breach of our terms. If you are returning footwear please do not mark or damage the products box, instead please wrap it or pack in an outer box to protect it. The product box supplied with a product forms part of the product and must be returned in a satisfactory condition. Defaced boxes will be treated as being returned in breach of our conditions and the product will be returned to you at your cost. Delivery Charges are non-refundable. If you have received the benefit of free delivery on your original order we may at our discretion refuse to allow free delivery on an exchange order. If you are returning a possibly faulty item please see below and / or contact us for further advice.
- I think an item may be faulty, what do I do?
Faulty items are rare, but sometimes do occur. Please return the item to us with your returns form or simply details of your name, address, order number and the nature of the possible fault. Blank returns forms can be downloaded from our website at the following link - blank returns form. Please enclose a receipt for your postal charges as postal charges up to the cost of the original postage on your order may be refunded.
- What are your returns policies?
You may return items to us for exchange or refund within 21 days of receipt, or within 7 days for sale, special offer or discounted items. You are responsible to the cost of returning items to us and their condition until we receive them. Items (including product boxes) must be returned to us in an ‘as sold’ unused, unworn, resalable condition. Items which are returned with evidence of wear or which have strong odour such as smoke or perfume will not be accepted.
- I have purchased a product elsewhere can I return it to you for exchange?
Unfortunately we are only able to exchange items which have been purchased from us.
- I’m purchasing an item as a Christmas gift, is your returns policy extended?
Yes, customers placing orders between 1st November and 20th December have until the following 10th January to return their goods for exchange or refund. All other orders are subject to our standard returns policy.
- How do I exchange or return an item?
We include a returns form with your order, but if you have misplaced this form then no problem, simply download a replacement from our website at the following link and return the item(s) to us at Outdoor & Country, The Old School, Store Road, Blackbrook, Newcastle, ST5 5EG, UK, with details of your name, address, order number, and your instructions for the exchange or refund. It is your responsibility to return the item(s) to us. Please ensure your return is appropriately packaged, we recommend you return via a postal method which is insured and traceable in case of loss. If you do not have proof that we have received an item and it is lost we will not be able to issue a refund.
- I’ve lost my packing slip / returns form, what do I do?
No problem simply download a replacement at the following link and return the item(s) to us at Outdoor & Country, The Old School, Store Road, Blackbrook, Newcastle, ST5 5EG, UK, with details of your name, address, order number, and your instructions for the exchange or refund. It is your responsibility to return the item(s) to us. Please ensure your return is appropriately packaged, we recommend you return via a postal method which is insured and traceable.
- Do I need to contact you before I return an item to you?
No, there is no requirement for you to contact us prior to returning items, so please do not contact us. We are unable to accept items which our outside of our returns period, please see our terms for further information.
- Can I return an item to any Barbour retail store?
No, we are a separate company to Barbour; we offer a comprehensive mail order service for their products in partnership with them. Items must be returned to us at Outdoor & Country, The Old School, Store Road, Blackbrook, Newcastle, ST5 5EG, UK, with details of your name, address, order number, and your instructions for the exchange or refund. It is your responsibility to return the item(s) to us. Please ensure your return is appropriately packaged, we recommend you return via a postal method which is insured and traceable.
- Can I return an order to your retail stores?
We have our own retail stores at Knutsford, Cheshire and Blackbrook, Staffordshire, we prefer that you do not return items to these stores as they are operated separately to our mail order service. If you wish you may return your items to our stores who will then transfer your return to our distribution centre where it will be processed, our retail stores are unable to offer a refund. They may at their discretion exchange items if the item you are returning is part of their current range, although generally your return or exchange cannot be processed in our retail stores. However you may return items to us for refund and purchase a replacement item in our retail store. Please be aware that our stores only carry a selection of current season Barbour products.