At Robens Camp Store, we’re committed to getting your outdoor gear to you efficiently and ensuring you’re completely satisfied with your purchase. Below you’ll find all the details about our shipping options and straightforward returns process.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two reliable shipping methods to suit your needs:

  • Standard Shipping: £12.95 via DHL or FedEx (10-15 business days delivery after dispatch)
  • Free Shipping: Available on orders over £50 via EMS (15-25 business days delivery after dispatch)

Note: We currently ship worldwide except to some Asian countries and remote locations. Delivery times may vary slightly depending on your location and customs processing.

Returns & Exchanges Policy

We want you to love your camping gear as much as we do. If you’re not completely satisfied, you may return or exchange most items within 15 days of receiving your order.

Eligibility for Returns

To qualify for a return or exchange, items must be:

  • In original condition with all tags attached
  • Unused and in resalable condition
  • In original packaging with all accessories included

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • All types of sleeping bags (down or otherwise)
  • Foam sleeping mats
  • Used camping stoves (alcohol or gas)
  • Opened fuel bottles

These items may only be returned if received defective.

How to Return an Item

Follow these simple steps:

  1. Contact us: Email [email protected] within 15 days of receiving your order with the subject “Return/Exchange Request” and include your order number.
  2. Get approval: Our team will review your request and send you a Return Merchandise Authorization (RMA) number if approved.
  3. Package your item: Securely pack the item in its original packaging with all accessories.
  4. Ship your return: Send the package to:
    Robens Camp Store Returns
    98 Whitworth St
    Manchester, GB M8Z 7QA

Important: We recommend using a trackable shipping service as you are responsible for the item until it reaches us. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Process

Once we receive and inspect your returned item:

  • Refunds will be processed within 3-5 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable (except in cases of our error)
  • Please allow 5-10 business days for the refund to appear in your account, depending on your payment provider

Exchange Process

For exchanges:

  • We’ll ship your replacement item once we receive your return
  • Standard shipping times apply (10-15 days for DHL/FedEx, 15-25 days for EMS)
  • We cover the shipping costs for replacement items
  • You’ll receive tracking information for your new item

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Return Request Template

Use this template when emailing your return request:

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

Dear Robens Camp Store Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Product Name: [Product Name]

Reason for Return/Exchange: [Brief reason]

Please advise on next steps.

Best regards,

[Your Full Name] [Your Email Address] [Your Contact Number]

Need Help?

Our customer service team is happy to assist with any questions about shipping, returns or exchanges. Contact us at [email protected] and we’ll respond within 24-48 hours.

Happy camping!

The Robens Camp Store Team