Customer Service

According to the Sales of Goods Act. you need to contact the Outwell dealer where you have bought the product. They will then be able to advise you further.

If you bought the product at our webshop we would like you to contact us here

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

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.

You can also try here.

We at Outwell strive at making the best possible products and offering the best possible service for our campers.

With that in mind we have a Smart Air/Air Tube Emergency Service that offers replacement tubes within 48 hours to any European Country / Campsite.

The Smart Air/Air Emergency Service is only available while the tent is under warranty, but you can still order tubes to be send to your campsite.

We kindly ask you to contact the dealer where you have bought the product and inform them about your issue with your tubes and tell him that it is urgent.

Please inform the dealer about:

- Your Name and mobile number.

- Campsite address/delivery address

- Barcode from the tent bag

- Information about which tube is leaking.

Please keep in mind that most air tubes that experience leaks, are caused by the valves not be tightened correctly. We recommend that you try to unscrew the inlet valve and retightening it again.

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

Check out a florplan and you'll get a good idea if a tent meets your needs before you buy. Our simple guide will help you get the most out of the information they contain.

For optimum performance we recommend you inflate Outwell air tubes to a maximum of 9 PSI. 

It should be remembered that changes in ambient temperature will affect the air pressure in the tube. 

A fall in temperature after you have pitched your tent will mean the air pressure will be reduced and you might have to adjust for cold by pumping in more air to obtain the 9 PSI that maintains rigidity and performance. 

A rise in temperature after you have pitched your tent, or adjusted for cold, will increase the air pressure in a tube. While we provide a safety margin, this can be significant and we advise you initially inflate to a lower pressure when pitching in cold conditions, like early morning, to allow for any major increase in temperature and, thus, pressure. To avoid the risk of damage regularly check the pressure and remove air as necessary.

We advise you regularly check air pressure as part of the daily tent maintenance routine, along with peg security and guy line tension. 

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.

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.

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.

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.

Yes, we have a set of upright steels in our range, which you can buy from your local Outwell dealer - you can also buy it here:

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.

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

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

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

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. 

Below you can view our video "How to pack your tent away"

Below you can view our video "How to repair a groundsheet"

Below you can view our video "How to replace an Air Tube in your Outwell Air tent"

We advise you repair your tent using high quality repair tape like Mcnett’s Tenacious Tape, Gorilla Clear Repair Tape or Tear Aid. Which is readily available at outdoor retailers or can be found online.
Apply this to both sides of the tear, for added strength.

We recommend that you contact https://lancashiresportsrepairs.co.uk/ or https://www.bctshop.co.uk/pages/after-sales-service-and-maintenance for tent repairs when out of guarantee.

They will be able to provide a quote for mending the tent.

According to the Sales of Goods Act. you need to contact the Outwell dealer where you have bought the product. They will then be able to advise you further.

If you bought the product at our webshop we would like you to contact us here

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

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.

You can also try here.

According to the Sales of Goods Act. you need to contact the Outwell dealer where you have bought the product. They will then be able to advise you further.

If you bought the product at our webshop we would like you to contact us here

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

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.

You can also try here.

According to the Sales of Goods Act. you need to contact the Outwell dealer where you have bought the product. They will then be able to advise you further.

If you bought the product at our webshop we would like you to contact us here

To gain the most of your sleeping bag, please follow the below use and care instructions: 

1. For optimal insulation shake the sleeping bag well before use.
2. Always open your bag for airing after every use. 
3. If possible, use a sleeping bag liner to extend the lifetime of your sleeping bag.
4. Spot clean your bag with lukewarm soapy water and sponge when necessary. Light dirty areas on the surface can be removed with a stiff brush. 
5. If your sleeping bag is extremely dirty, please machine wash it and follow the instructions below:

A. Use an oversize commercial automatic machine utilizing rotating drum only. DO NOT use an
alligator type top-loaded machine. 
B. Max. water-temperature 30°C.
C. Use a proprietary liquid designed for laundry.
D. Rinse out the sleeping bag a least 5 times.
E. Press the water out of the bag by hand or max. 20 sec. spin-dry. DO NOT wring!
F. For drying: in drying-machine at low temperature. Use two dryer balls so the down is evenly spread in the sleeping bag and the loft is restored. As an alternative place the sleeping bag horizontal and let it drip-dry, NEVER hang-dry!

6. Store the sleeping bag after use in the storage sack this will retain the loft.

WARNING: Sleeping bag fabrics and insulating materials can burn when let in contact with flame source. Do not place close to any open flame!

Yes, your new sleeping bag is fully machine washable.

To gain the most of your sleeping bag, please follow the below use and care instructions:

1. For optimal insulation shake the sleeping bag well before use.
2. Always open your bag for airing after every use.
3. If possible, use a sleeping bag liner to extend the lifetime of your sleeping bag.
4. Spot clean your bag with lukewarm soapy water and sponge when necessary. Light dirty areas on the surface can be removed with a stiff brush.
5. If your sleeping bag is extremely dirty, please machine wash it and follow the instructions below:

A. Use an oversize commercial automatic machine utilizing rotating drum only. DO NOT use an alligator type top-loaded machine.
B. Max. water-temperature 30°C.
C. Use a proprietary liquid designed for laundry.
D. Rinse out the sleeping bag a least 5 times.
E. Press the water out of the bag by hand or max. 20 sec. spin-dry.DO NOT wring!
F. For drying: in drying-machine at low temperature. As an alternative place the sleeping bag horizontal and let it drip-dry, NEVER hang-dry!

WARNING: Sleeping bag fabrics and insulating materials can burn when let in contact with flame source. Do not place close to any open flame!

It is only recently that an official European-wide system of assessing and comparing the warmth of sleeping bags was introduced and we were delighted to sign up. The standard defines how to test, measure and label sleeping bags.

Warmth ratings

The official European-wide system defines how to test, measure and label sleeping bags. A computer-controlled dummy similar in size and shape to an average human body is placed inside a sleeping bag and monitored in a temperature-controlled climate chamber. Standard tests give a range of comfort levels for men and women. EN13537 is the code on quality sleeping bags and it certainly helps in working out what warmth a bag will offer. Outstanding insulation from the ground with a Outwell flock or self-inflating mat will help to maximise any bag’s insulation performance.

Tcomfort • lower comfort limit in standard use (woman).
Tlimit • lower limit when curled up in standard use (man).
Textreme • lowest extreme temperature for survival (woman).
Tmax • upper comfort limit without over heating (man).

As a rule, our carpets are tailored for specific tents within a given year and, thus, we cannot guarantee that carpets for another tent and/or year may perfectly fit your tent.

However, if you can accept a near fit then you are welcome to try our buying guide here.

You can also try our outlet webshop here

Here you can download the care instruction for our carpets 

According to the Sales of Goods Act. you need to contact the Outwell dealer where you have bought the product. They will then be able to advise you further.

If you bought the product at our webshop we would like you to contact us here

According to the Sales of Goods Act. you need to contact the Outwell dealer where you have bought the product. They will then be able to advise you further.

If you bought the product at our webshop we would like you to contact us here

It is very common for flocks and air beds to become soft over night. This is normally due to temperature change – as the air inside a flock/ airbed cools it ‘shrinks’. Likewise, air inside a flock/airbed will expand as it heats up during the day.  

However, if a flock/airbed is completely deflated then please contact your retailer to discuss warranty procedure or repair.  

You are also able to repair it yourself with our repair kit - see here

A new self-inflating mat has been packed for an extended period so you may need to blow into it a few times to ‘reactivate’ the compressed foam core.

According to the Sales of Goods Act. you need to contact the Outwell dealer where you have bought the product. They will then be able to advise you further.

If you bought the product at our webshop we would like you to contact us here

On the packaging you will find a label stating the power consumption of the coolbox.

You are also able to find it on our website on the specific product page. You will find it in the feature photo bar. 

Please contact your local dealer and he will be able to help you.

You will find your nearest dealer here

Should you need a spare part within a given period, ordinary spare parts, such as thermostats, temperature sensors, printed circuit boards and replaceable light sources, handles and hinges can be ordered for most of our cool boxes. For more information and ordering spare parts, please contact our Service Department 

Instructions for disposing the product can be found in the manual. 
Instructions on how to disassemble the product can be found in the manual. 

Find the manuals here

According to the Sales of Goods Act. you need to contact the Outwell dealer where you have bought the product. They will then be able to advise you further.

If you bought the product at our webshop we would like you to contact us here

We are sorry to inform you that we do not stock spares for furniture and are therefore unable to send you any replacement parts.

According to the Sales of Goods Act. you need to contact the Outwell dealer where you have bought the product. They will then be able to advise you further.

If you bought the product at our webshop we would like you to contact us here

Click here to see our video "How to assemble Outwell Asado Grill"

Find manuals for older cooling boxes or lamp models here

If you haven't received your order confirmation, it may be that is has ended in your email's SPAM filter.

Check the SPAM folder and mark the order confirmation as not SPAM. In future, your order confirmation will now come in your inbox.

Your order will be dispatched within 1-3 weekdays. If, contrary to expectations, the products are not in stock, we will notify you by email. Our products are sold subject to availability on the website.

You are not able to change your order online!

If you need to make a change to your order we recommend that you contact our customer service ASAP in order to make the changes.

You can contact us here

If you made an error in your address we recommend that you call us right away in stead of writing us an email. You can call us at +45 7050 5900 - press 2.

If you haven't received your invoice, it may be that is has ended in your email's SPAM filter.

Check the SPAM folder and mark the invoice as not SPAM. In future, your order confirmation will now come in your inbox.

You can always cancel your order that have not yet been shipped. In order to do this we ask you to contact our customer service ASAP at +45 7050 5900 press 2 or use our contact form here

We use GLS as our freight partner for deliveries in UK.

I case of shipments above 31.5 kgs your goods will be forwarded with a truck directly to your private address.

All packages are dispatched from our main warehouse in Denmark within 1-3 weekdays. We use GLS as shipment partner.

When you order has been shipped from our warehouse we will send an E-mail with invoice and Track & Trace number to you. 

Please contact our customer service at +45 7050 5900 press 2 our use our contact form here. 

Free delivery costs when you order for more than £600.

Other delivery costs you can find here

We will ship your order asap. If you order before 13 o'clock we send the same working day.

You’ll be charged as soon as your parcel leaves our warehouse.

We accept the following credit cards: Visa, MasterCard and Paypal

When we have received the parcel to our warehouse and have inspected that everything is okay we will create a credit note. 

If you haven’t received the goods and wish to cancel you order we recommend that you contact our customer service and inform them about this. They will then be able to help you.

You can contact us here

If you have regretted your purchase and wish to return your product, please use our returns form on www.outwell.com/en-gb/return. To return products using the returns form, you need to log in with your order number and email address. 

After you register your return consignment, you will be redirected to DHL’s website and given further instructions. You must then hand in your parcel for dispatch at your nearest post office. The product(s) cannot be returned COD or without postal delivery.

We will credit your account once we have received and registered your return parcel.

If you purchase a product and it has a defect, for example faulty materials or a defect in manufacture, the rules of the Danish Sale of Goods Act (Købeloven) apply. You can complain about product defects within 24 months from the delivery date by contacting us via our Customer Service Department here.

Please state your order number when contacting us. If you can take a photo of the product, this may expedite the handling. Remember to enclose a copy of your receipt. You must notify us of the defect within a reasonable period of time and no later than two months after you have discovered the defect