FAQ - Tents

I have a claim - who should I contact?

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.

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 on link to find our dealers. http://www.outwell.com/en/Dealers.aspx

Alternatively, you can see upcoming tent shows in our tent show calendar here: http://www.outwell.com/About-Outwell/Tentshows

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

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. 

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

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. 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.

We cannot guarantee any combination of tent and awning outside our own parameters. You can find more about buying awnings here:

I need a new extension / awning for my tent - where can I find one?

Please go to the product webpage of the extension 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. 

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

I need a spare part, 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 on 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

Does your warranty cover poles?

We cover poles except broken poles which are the result of accident or improper handling.

Does the warranty cover wind or storm damage?

Unfortunately the warranty does not cover wind or storm damage. Testing and determination of Outwell Wind Stabilizer System (OWS System) performance and matching Beaufort ratings is based on the knowledge and technique available to Outwell at the time of testing. Outwell is not responsible if a subsequent development may show that Outwell’s knowledge and technique is flawed or incorrect. This tent’s ratings are obtained by erecting and testing similar tents at wind simulator facilities of Oase Outdoors ApS. The ratings are therefore no guarantee for the properties of this tent. Factors such as varying ground conditions, inadequate pegs, weather conditions, defective or incorrect pitching of the tent and normal wear and tear can lead to a tent’s performance differing from the specified ratings. 

We recommend taking the following into account if you go camping in high wind. When erecting the tent, do not secure it too tightly, otherwise it will not be able to adapt to varying wind and weather conditions. Replace the normal tent pegs with storm pegs if strong winds are expected. Stronger V-shape metal pegs are suggested for hard ground and rock pegs for stonier conditions. Do not use guylines or rubber pegging ring to pull out the tent pegs.

How do I best maintain my Outwell Smart Air tent?

Outwell Smart Air tents are made to the highest standards using the best materials available in the marketplace today. The polycotton fabric that we use is of a very high quality and is therefore naturally waterproof and breathable before use.

Due to the manufacturing process, the sewing can cause needle ‘holes’ to be noticeable along the seams  in the tent – these are nothing to worry about and will in a short space of time seal themselves. Basically what has happened is that the needle is slightly thicker than the thread, and when it is stitched through the fabric, it can leave a needle sized ‘hole’ – this has a very slim chance of letting water through. The fact is there are 1000’s of needle ‘holes’ in each tent BUT we know that in the vast majority of cases these will not leak although occasionally one or two might. As these ‘holes’ get wet the thread will swell and the canvas will shrink so that everything becomes sealed – this is the weathering process.

When the Smart Air Poles (tubes) are inflated they can ‘stretch’ the needle holes making them much more vulnerable to water ingress. To alleviate this potential issue we recommend that, prior to use in the rain, all the Air Pole seams are sprayed on the outside of the tent with Outwell Waterguard, or a propriety make of waterproof spray suitable for polycotton fabrics – this can be done at the campsite when you first arrive if need be. This treatment is fully advisable for all Outwell polycotton Smart Air Tents and will not affect the weathering process or the waterproof and breathable properties of the fabric when in use.

After doing this there is generally little need to weather your tent but if you wish to do so then there are two basic options. Once the tent is pitched you can either wet it with a garden hose, or waiting for the rain. Wetting the tent with a garden hose, particularly on the seams will allow the fabric to tighten and the thread to swell. This is best done on a warm, dry day so that your tent can dry out quickly and if necessary you can repeat the process. If you wait for rain the process will be longer as you will have to wait for a period of good weather to get your tent dry before packing it away.

There is a water repellent coating on the fabric that allows water to bead very quickly off the fabric thus aiding the waterproof process but not hindering the breathable properties of the fabric. After very prolonged use this coating will wear away, this does not hinder the overall performance of the tent/fabric but if need be can be reapplied using a reputable water based repellent as available in all good outdoor retailers.

All Outwell Smart Air Polycotton tents are both waterproof and breathable – this is the unique nature of this fabric allowing them to have the best properties for use when out camping. This makes the fabric dynamic in use and the best choice for the most comfortable, camping experience in all climates.

How do I best maintain my Outwell Polycotton tent?

Outwell tents are made to the highest standards using the best materials available in the marketplace today. The polycotton/Cotton fabrics that we use are very high quality and are therefore naturally waterproof and breathable before use.

Weathering your tent before you go camping is not essential however you should be aware that during the first time of use in wet weather you may experience some water ingress. To alleviate this there is a weathering process that you can go through before you go away.

Due to the manufacturing process, the sewing can cause needle ‘holes’ to be noticeable along the seams  in the tent – these are nothing to worry about and will in a short space of time seal themselves. Basically what has happened is that the needle is slightly thicker than the thread, and when it is stitched through the fabric, it can leave a needle sized ‘hole’ – this has a very slim chance of letting water through. The fact is there are 1000’s of needle ‘holes’ in each tent BUT we know that in the vast majority of cases these will not leak although occasionally one or two might. As these ‘holes’ get wet the thread will swell and the canvas will shrink so that everything becomes sealed – this is the weathering process.

There are two basic options (once pitched), either hosing it down with a garden hose, or waiting for rain. Hosing down the tent with a garden hose, particularly on the seams will allow the fabric to tighten and the thread to swell. This is best done on a warm, dry day so that your tent can dry out quickly and if necessary you can repeat the process. If you wait for rain the process will be longer as you will have to wait for a period of good weather to get your tent dry before packing it away.

There is a water repellent coating on the fabric that allows water to bead very quickly off the fabric thus aiding the waterproof process but not hindering the breathable properties of the fabric. After very prolonged use this coating will wear away, this does not hinder the overall performance of the tent/fabric but if need be can be reapplied using a reputable water based repellent as available in all good outdoor retailers.

All Outwell Polycotton/Cotton tents are both waterproof and breathable – this is the unique nature of this fabric allowing them to have the best properties for use when out camping. This makes the fabric dynamic in use and the best choice for the most comfortable, camping experience in all climates.

Should I pitch my tent before I go away?

Yes, it is always advisable that you pitch your tent before going away just to ensure that you are comfortable with the way it pitches and packs away again.

Can I obtain poles to convert my roll-up door into a sun canopy?

Yes, we have two sets of upright steels in our range, which you can buy from your local Outwell dealer.

Upright steel poles 130 cm

Upright steel poles 200 cm

Why is it wet inside my tent?

Experience and testing show that this is probably condensation. Our polyester tent fabric features a waterproof coating on its inner surface. Moisture condenses out of the warm inner air when it meets the cold surface and a substantial amount of water can be produced depending on factors such as weather conditions and the number of campers in the tent. Modern, fully sealed tents are more prone to the appearance of condensation but the problem can be alleviated by opening the ventilation panels and doors.

To rule out a leaking seam, thoroughly check each sewn area and ensure the tape used is in good order. Repairs can be made using a seam sealer.

I have just bought a new tent - do I need to waterproof it?

We recommend that you use a seam sealer or a waterproofing spray at regular intervals for the seams around the zips and toggles.

Can I use my cooker/stove inside?

Using a stove or barbecue inside of homes, vehicles, tents, or caravans carries the risk of injury, fire and carbon monoxide poisoning (CO).

Never burn charcoal inside of homes, vehicles, tents, or caravans. Charcoal should never be used indoors, even if ventilation is provided. Since charcoal produces carbon monoxide until the charcoal is completely extinguished, do not store the grill indoors with freshly used coals.

Use only battery operated camping equipment, such as flashlights or lanterns inside the tent. When cooking, keep a fire extinguisher within reach.

Can I get insurance for my tent?

You can get insurance for your tent and we would suggest contacting The Camping and Caravanning Club in the UK, if you are a UK resident.

Can we use our Outwell tent for more than a month at a time?

Outwell manufactures tents for normal holiday use and they are not designed or tested for use over extended periods.

Where can I obtain a Kids Room?

Unfortunately, we no longer manufacture a separate universal Kids room or any developed for our former Fantasy range. We would not recommend using any previously manufactured Kids Room with another tent if you wish to obtain a good fit for the hanging points will be different.

What is the hydrostatic head on Outtex Airtec?

Hydrostatic head is a measurement of the water resistance of a coated fabric. It is found by applying water under increasing pressure to a given area until droplets are forced through. The measurement, eg 3,000mm hydrostatic head, is the pressure of the column height of the water at which point the coating fails.

The hydrostatic head test cannot be applied to cotton or polycotton tents for these materials, such as our Outtex Airtec fabric, do not have a coating. Instead, our tightly woven fabric contains natural cotton fibres that swell when wet to close the weave holes and prevent water ingress. This natural process is aided by an external water-repellent treatment that assists water bead and roll off the outer surface.

The highly breathable nature of Outtex Airtech fabric means campers can enjoy a virtually condensation free environment that feels warm in winter and cool in summer – something that you will not find when using a synthetic tent. 

How do I pack my tent away?

How do I repair a broken fibreglass pole?

How do I repair my tent seam?

How do I repair a groundsheet?

Can I replace an Air Tube in my tent?

We hope that this has helped answer your question. If we can be of further assistance please contact us here.