FAQ's
Welcome to our FAQs. We’ve gathered answers to the questions our customers ask most often. If you can’t find what you need, our team is happy to help.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
How much does delivery cost?
We offer free standard delivery on all orders within the United Kingdom.
How long will my order take to arrive?
Orders are dispatched within 3 business days. Standard delivery within the UK usually takes 8 - 10 business days after dispatch. You’ll receive an email with tracking details as soon as your order ships.
What is your returns policy?
You can return most items within 30 days of receiving them, as long as they are unused, in their original condition and packaging. To start a return, email us at contat@tarntrail.com with your order number. Once we receive and inspect the item, your refund will be issued to your original payment method within 14 days.
Who pays for return shipping, and can I exchange an item?
If the item is faulty or we sent the wrong product, we’ll cover the return cost and send a replacement or full refund. For change-of-mind returns, return postage is paid by the customer. For an exchange, contact us and we’ll arrange the right size, colour or alternative product, subject to availability.
Orders
Answers to common questions about placing and managing your order.
How can I track my order?
Once your order has shipped, we’ll email you a tracking link. You can also contact us with your order number and we’ll check the status for you.
Can I change or cancel my order?
If your order hasn’t shipped yet, we can usually change or cancel it. Email us as soon as possible at contat@tarntrail.com with your order number. Once an order has been dispatched, you can still return it under our returns policy.
What payment methods do you accept?
We accept major credit and debit cards and other payment methods shown at checkout. All payments are processed securely, and we never store your full card details.
Do you deliver outside the UK?
At the moment we deliver to addresses in the United Kingdom only.
Products
Questions about our camping and outdoor gear.
What if my product arrives damaged or faulty?
Please contact us within 14 days of delivery with your order number and a photo of the issue. We’ll arrange a replacement or refund at no extra cost to you.
Do your stoves include gas canisters?
No. Our camping stoves and heaters are sold without gas. Butane canisters are sold separately by specialist retailers and can’t be shipped with our products.
How do I charge and care for rechargeable products such as headtorches and lanterns?
Use a standard 5V USB charger and the cable supplied. Avoid leaving devices charging unattended, keep them away from extreme heat, and never crush, puncture or burn the battery. Full product details are on each product page.