At Venture Loom Tent Shop, we’re as committed to your outdoor adventures as you are. Our shipping and returns policies are designed to be as reliable as our gear – straightforward, protective, and built for your peace of mind.

Shipping Information

We ship worldwide (excluding some remote areas and parts of Asia). All orders are processed within 1-2 business days before dispatch.

Shipping Options:

  • Standard Shipping (DHL/FedEx): £12.95 – Delivery in 10-15 business days after dispatch
  • Free Shipping (EMS): Available for orders over £50 – Delivery in 15-25 business days after dispatch

Note: Delivery times are estimates and may vary depending on destination and customs processing. Tracking information will be provided for all shipments.

Our Returns Promise

We accept returns within 15 days of delivery for most items. Your gear must be:

  • In original condition with all tags attached
  • Unused and free from damage
  • In its original packaging

Important Exception: For hygiene reasons, synthetic sleeping bags cannot be returned unless faulty. All other camping equipment (tents, chairs, tables) are eligible for return.

How to Return Your Gear

Step 1: Contact Us

Email [email protected] within 15 days of receiving your order with your return request (see template below).

Step 2: Get Approval

Our gear experts will respond within 24 hours with return authorization and instructions.

Step 3: Package Securely

Repack items in original packaging with all included materials.

Step 4: Ship Back

Send to our Edinburgh headquarters using a trackable service:

Venture Loom Tent Shop
Returns Department
70 Castlehill
Edinburgh, GB EH6Y 8FD

Note: Return shipping costs are customer’s responsibility unless the item is faulty.

Exchange Process

Need a different size or model? Follow the same steps as returns, specifying your desired exchange item. We’ll process once we receive your original gear.

Refund Timeline & Methods

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Bank Processing: Additional 5-10 business days depending on your financial institution

Note: Shipping costs are non-refundable except for faulty items.

Return Request Template

Copy and paste this template into your email to [email protected]:

Subject: Return Request – Order #[Your Order Number]

Dear Venture Loom Team,

I would like to return/exchange the following item(s) from my order #[Your Order Number]:

Product Name: [e.g., 2 man expedition tent]
Reason for Return: [e.g., size exchange/item not as described/etc.]
Preferred Resolution: [Refund/Exchange for [specific product]]

I confirm the item(s) is/are unused, in original packaging with all tags attached.

Please provide return authorization and shipping instructions.

Best regards,
[Your Full Name]
[Your Contact Number]

Faulty Equipment

For damaged or defective items, contact us immediately at [email protected]. We’ll arrange a prepaid return label and expedite your replacement at no cost.

Adventure With Confidence

We stand behind our outdoor gear as passionately as we stand behind our adventurers. If your equipment doesn’t meet your expedition expectations, our straightforward returns process ensures you can shop with confidence.

For any questions, our gear experts are always available at [email protected].