Frequently Asked Questions

Do you have a store or are you online only?

The Safari Store is exclusively an online store. This doesn’t mean that you will receive anything less than expert safari packing advice, high-end products, and the best possible service. Shop with us online and at your leisure. If you need any assistance while you shop, please do not hesitate to contact us.

How do I return an item for an exchange or refund?

If you are not entirely satisfied with your order, you have 28 days to return an item for an exchange or refund (14 days to notify us of the return and an additional 14 days to get the item back to us). Find out about our returns policy and access our easy-to-use returns system here.

When are your lines open so I can call you?

Our lines are open Monday to Friday as follows:
United Kingdom: 8am to 5pm
Western Europe: 9am to 6pm
USA – East Coast: 3am to 12pm
USA – West Coast: Midnight to 9am
UK, Europe, and Worldwide: +44 (0)2071934751
USA: +1-231-930-2006
If you require advice outside of these times, please e-mail us on service@thesafaristore.com and we will respond to you as soon as possible.

As an international client, who incurs the cost of sending an exchange back?

Goods sent as an exchange for returned goods are sent at your expense. We will contact you with a quote for the cost of delivery.

How do I know if a product is out of stock?

We indicate that a product is out of stock by shading the size at the top of the product page.

What is the difference between MaraTech™ and BUGTech™?

The difference between MaraTech™ and BUGTech™ lies essentially in the anti-insect treatment. In fact, MaraTech™ forms the basis of BUGTech™. MaraTech™ and BUGTech™ have the following in common:
• Both are made from lightweight ripstop, although there may be slight variations in the shape and weave of the ripstop.
• Both fabrics offer SPF50+ or UPF50+ - the highest sun protection rating on the market.
• Both wick moisture to a high level, keeping you cool when it’s hot. What makes BUGTech™ special is that it has been carefully developed to ensure the wicking feature is unimpeded by the anti-insect treatment – something rarely seen with insect defence clothing on the market.
• Both have quick-dry properties and release wrinkles fast – perfect for travel.

I am making payment from outside the UK. What is the exchange rate you will use when I make payment?

The exchange rate is set by your credit card company at the time of purchase. You need to speak to your credit card company directly to find out the current rate of exchange.

I can’t proceed to checkout OR the payment page hasn’t come up. Please help.

Please ensure that ALL delivery and billing address details, your contact number and e-mail address have been filled in correctly (use the tick box if the addresses are the same).

How do I place an order?

Get a step-by-step video guide to placing an order here. If you have any additional questions, please contact us.

Do I need to create an account or can I order once off?

It is possible to order once-off. By creating an account, our system will save your details so that, when you wish to purchase from us in future, you won’t have to type in all your details.

My item is out of stock, but I’ve paid for it. What shall I do?

If your item is out of stock, we will let you know by e-mail. If you’re happy to wait and the item comes back in stock, the item will be shipped to you. If you’re not happy to wait, please contact customer service on service@thesafaristore.com and our sales team will recommend alternatives.

Why do you take payment straight away when an item is back ordered?

We take immediate payment for back ordered items as this secures your order. This is to ensure the item is prioritised to go to you first. As we do not store your card details on our system for security reasons, this is the most efficient way to take payment and expedite delivery once your purchase arrives in stock.

What is the difference between BUGTech™ and Nosilife?

Both BUGTech™ and Nosilife reduce insect bites by using an anti-insect finish in the fabric. We know a lot more about the efficacy of BUGTech™ as it is our own brand and we have conducted extensive in-house tests and sent it for independent testing to confirm its performance. Having developed, tested, refined, and re-tested BUGTech™, we are confident in recommending it to our clients. We are also the only brand we know of who has published their test results (and they are impressive). You can view these on the BUGTech™ product pages. For best insect defence with both Nosilife and BUGTech™, use in conjunction with one of our Australian-made insect repellent brands.

What is the active ingredient in BUGTech™?

The active ingredient in our BUGTech™ fabric is permethrin which is used at the ultra-low dosage of 500ppm. Permethrin is a man-made version of a natural insect repellent found in certain Chrysanthemum plants. BUGTech™ utilises a proprietary permethrin formula to provide odourless insect defence. It affords insect defence against a host of biting insects – and inhibits odour-causing bacteria and fabric degradation too.

How do I make sure I order the right size?

For the best shopping experience, getting your size spot on the first time round makes good sense. To do this, please use the garment measurements on our size charts. All you need to do is measure a similar garment which you already own. Simply select a garment from your wardrobe which offers a comfortable fit, lay it flat on a table, and measure as required on the chart. Compare this measurement to the garment measurement on the size chart. We have found that this is the most effective measurement technique, with our clients usually getting their measurements right on their first attempt. See our measuring guide here.

Am I able to use my UK/US size when I order?

There is no such thing as a standard UK or US size anymore as there are so many international brands now available around the world. For this reason, we ask our clients to measure their garments rather than assume their size. We have compared a number of brands to our sizes and found a significant variation between the measurements for garments listed as the same size. For example, you may be a size 8 in some stores and be size 10 in another three stores. Garment measurements are the safest way to get the correct size.

Where do I put the promotional/discount code?

When you are in the basket, click the prompt beneath the orange ‘proceed to checkout’ button on the right-hand side of the page to reveal the field for your promotional or discount code.

Why won’t my promo code work?

If you fill in your promotional code in the required field, click ‘apply’, and the discount isn’t applied, it could be for one of the following reasons:
• The item does not qualify for a discount;
• The word is misspelled or has been entered in capitals instead of lower-case or vice versa;
• The promotion has expired
If you are having trouble applying a discount code, please contact us on service@thesafaristore.com.

Why don’t you list children’s ages on the size charts for boys’ and girls’ clothing?

While some children’s products on our site may include age as an indicator of size, very few people are the same size at the same age – and the same applies to children. This is why we prefer to use garment measurements for children’s sizing. Please follow the measure guide and size chart to get the best possible fit for your children’s safari clothing.

I’m going on safari, but I don’t know what to pack. Where should I start?

Packing for your safari doesn’t have to be daunting. Read our advice pages to find out more about what clothing, luggage, and gear to pack for your safari. You can also use our free customisable safari packing list tool to generate a comprehensive checklist of what to take according to your specific safari. For tailored advice and packing lists - or any further assistance – please contact us.

Do you store my card details?

For your security, we do not store your card details on our system or anywhere else.

What browser do you recommend I use when shopping on your site?

We have found Google Chrome to be the most reliable browser.

I want to buy RID™ insect repellent. Why can't I see it on your site?

As a result of an anticipated change in EU regulations, we no longer supply RID™ within the UK and EU. In its place, we now stock Bushman - the top-selling premium insect repellent brand in Australia. We have safari-tested Bushman and highly recommend this excellent product for efficacy and its great user characteristics.

Are your products suitable for activities outside Africa?

Absolutely. Our products have been made and tested for the rigours of safari travel. Not many environments are as hot or hostile as Africa. As a result, our products perform exceptionally well in any warm-weather destination. We regularly have clients contact us after having successfully used our products in warm climates and on their adventure travels around the world.

What if I am between sizes?

If you find you fall between sizes on our size chart after following our garment measurement guidelines, we recommend you opt for the larger size – especially if you are shopping under time constraints before your safari.

How long does the BUGTech™ treatment last?

BUGTech™ lasts for up to 25 washes.

How do I clean my canvas and leather luggage and bags?

• Do not machine wash
• Do not soak leather
• Do not use abrasive detergents or hard brushes / sponges / cloths
• Spot clean with a soft cloth and warm water

What payment types do you accept?

Visa, Mastercard, Amex, Paypal.

Why can't I add an item to my basket?

Please ensure you have selected both a colour and size for the product.

I have paid for my order but forgot to use my promo code.

You will not be able to apply the promo code after you have ordered and paid for any item.

Can I enter more than one promo code?

You will not be able to use multiple promo codes in conjunction with one another on the same order.

What delivery options do you have and how much will delivery cost?

We ship worldwide and our clients only pay the amount charged by the courier. The total amount for delivery will depend on the delivery address and method selected. Please visit our dedicated delivery page for more information.

How much will customs cost me?

For international shipments, you will be charged a customs fee. Customs charges are out of our hands and your country’s customs office will deal with you directly. It is, unfortunately, impossible for us to predict the ultimate cost of these charges as this depends on a number of variables which are worked out on a case-by-case basis.

What is Returned Goods Rate Relief?

Returned Goods Relief provides full or partial relief on charges on re-imported goods being sent back to the EU in the same condition as a return. In order to qualify for Returned Goods Relief, you need to clearly indicate that the package is being sent as a return. This will appear on the airway bill, as well as any other supporting documentation (customs invoices, declarations, etc.) where the reason of the shipment is requested. Please be sure to indicate that it is a return and please make note of the “Returned Goods which qualify for Returned Goods Rate Relief (RGR)”

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