FAQ

Got a question that needs answering or a problem to solve? Then the chances are we’ve got it covered.

We’ve compiled answers to the most common questions that we receive and you will find them all here.

In order to help you to get a quick answer we have split up the questions into categories. Please select which kind of product category your question regards or use the search functionality.

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I have a claim - who should I contact?

Who to contact:

Your Point of Purchase is your first stop for all product and warranty queries.  

We do not sell directly to private customers and warranty issues are to be handled by the dealer (Sales of Goods Act). We therefore kindly ask you to contact the Outwell dealer where you have bought the product. They will then be able to advise you further.

Consumer Legislation 

We operate under consumer legislation in force within all countries in which we trade. In the UK it is the Consumer Rights Act 2015 (Sales of Goods Act 1979 for items purchased prior to 1 Oct 2015) that protects consumers and lays out strict lines of communication and responsibility to ensure a solution to a problem is quickly reached.

Our resources are concentrated on helping our customers (the retailer) service their customers (the camper) to ensure stock flows smoothly and that all obligations dictated by whatever country’s consumer law that is in operation are met fairly and quickly. We are unable to work outside this structure but retailers are normally aware of their responsibilities and will endeavour to quickly resolve a problem. Go Outdoors should be no exception.

If disputes happen - what to do next?

Unfortunately, while we work with a supplying retailer to ensure their product issues are resolved we cannot enter into a dispute that legislation states is between a retailer and their customer. If you are unhappy with the way a retailer is handling a dispute we suggest referring to the relevant Consumer Rights Acts for these are vigorously enforced. For the UK we advise visiting the following websites to help understand the regulations so that you can expedite a claim: 

http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

https://www.citizensadvice.org.uk/consumer/common-problems-with-products/faulty-goods/if-the-goods-you-bought-are-faulty/

http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange

We ensure continuous feedback to relevant departments

We do pay an active interest in problems experienced and retailer feedback (including that gathered as part of their meeting consumer legislation) is passed back to us as part of their responsibility as our business partners. This is added to information we obtain from numerous sources, including personal experience and from talking to campers we meet at shows and in the field. Everything is fed back to our R&D department to aid them in product development.


Will a new extension / awning fit my old tent?

As a rule, our extensions and awnings are made to fit specific tents within a given year to ensure performance and, thus, we cannot advise if an extension or awning made for another tent type and/or year may fit your tent.

However, many Outwell campers have experience of mixing extensions with various tent models and will often have experimented with combinations. 

How to search for alternative extensions or awnings

In order to make an evaluation they check the dimensions and attachment method for the tent in question. It is important that the extension is slightly larger than the tent in order to fit and it is common to look at awnings and extensions that have 5cm extra each side (10cm in total) and 5cm extra in height. 

1. Have the dimensions of your own tent ready

You can find the dimension of your own tent in many ways. 

  • Check the hangtags on the tent bag, there you will find a drawing of the tent that includes the dimensions. 
  • If you cannot find the hangtag most tent drawings will be available on Google - just search for Outwell + tent name. 
  • It's important you find the correct year of manufacture as dimensions can vary across years. 

Tent drawing for extensions and awnings - height and width

2. Go to the Outwell Awning & Extension buying guide under Tips & Skills

You will find more instructions on how to use the guide on the page.

Please note: We cannot guarantee any combination of tent and awning outside our own parameters. Go to the awning and extension buying guide now.

I need a spare part for my tent, where can I order it?

Your nearest Outwell dealer will be able to order up spares if they do not have them in stock. Unfortunately our dealers are not obligated to sell spares but most of our dealers do this to give that extra service. You can locate your nearest dealer here using our website's search facility. 

Before you contact you dealer you need to find the production year of your tent. You will find a label normally located in the right hand bedroom. At the bottom right of the label you will find something similar to ‘O/A 15’. In this case it means the tent was produced in 2015.

If the Outwell dealer can't help you we recommend that you contact our repair agent www.scottishmountaingear.com

Where can I buy a specific product?

Please go to the product webpage of the product that you would like to buy and click on the button "Find your nearest Outwell Dealers here".

You will then get a list showing dealers who have bought products in this collection of tents. Unfortunately we do not know if they have it in stock, but please try to contact the dealer directly to ask. 

If it regards an older model we recommend that you try to search for it on the internet.

Click here to go to our Outwell product page

Where can I see a specific tent on display?

Unfortunately we are unable to record which tents can be seen on display at shops around the country for this is decided by individual dealers and may well change throughout the season.

Your nearest dealer can be located through our website's search facility and we can only advise that they be contacted to see if they have the specific tent erected. Click here to find our dealers.

Alternatively, you can see upcoming tent shows in our tent show calendar here 

It may also be worth contacting unofficial Outwell fan groups on Facebook. Members will often know what is on show locally to them. A list can be found here:

https://www.facebook.com/outwellownersclubs/info/?tab=page_info

Top 5 FAQ'S

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