Welcome to our new, easy-to-use returns system. Before continuing, please ensure that you have read our
return policy & information below.
Returns period: Notify us or complete the online returns form within 14 days from the date when you received your order. You then have a further 14 days in which to return the items to us in the condition as listed below. Please note that all returns need to use the returns system above. If you are unable to use the returns system please contact us for further assistance.
Exchanging items? Please always return for a refund, and place a new order for the items you need: We sell out regularly in our bestselling products, and processing returns takes time. Avoid disappointment when the exchange item(s) you need sell out before your return arrives back with us - or where we do not process your return before you need your items - by returning for a refund using the returns system on this page, and then place a new order (click here to place your order) with us today for the items you need in exchange. You are then also able to order any new items you require at the same time too. That way you will receive the exchange in the size and colour you need much faster, and without the risk of us selling out, or any other delays. For returns from outside the UK you would be paying for return shipping for the exchange item, and so it really does save you time.
Christmas Gift Returns: For all orders shipped between 30 October 2023 and 20 December 2023, the returns period will be extended until 14 January 2024 to allow for orders which are for Christmas gifts. Please contact us if this applies to your return, and the system says that you are over the allowed returns period.
We are confident that we stock the best available products for the outdoors and for your safari. All of our safari clothing & gear has been rigorously tested in extreme conditions in Africa. If, however, you are not entirely satisfied with the products that you have
chosen, you may return them to us. Please see our terms for return below.
From the date upon which you received your order, you have 14 days to notify us - via e-mail or by completion of our online returns form - that you will be returning items for a refund or exchange.
This date is worked out from the date when you received your goods. We are not able to extend this period.
You then have a further 14 days in which to return the items to us.
We will offer you an exchange or, at our discretion, a refund provided that the products are returned complete, in perfect condition, unworn or unused, and that we are able to sell the item as a new product subsequent to the return.
Please note: we cannot exchange or refund used or customer-damaged goods. We cannot accept items for a refund or exchange if they have been damaged in the wash.
Please return items in the original packaging so that it arrives with us in the condition as described above. Clothing items need to be neatly folded and returned in the condition in which they were sent to you.
The litmus test for whether or not we will refund you for returned items is whether or not they are returned in a condition fit to send out to another client. If we are not able to simply refold, repackage, and restock your return, then we will not be able to issue a refund and we will contact you to arrange to send the items back to you.
Examples of returns which we will reject which are not deemed to be new and saleable include, but are not limited to: creasing or wrinkling of items; items not neatly folded; animal or pet hair on items; items not returned in the original product packaging; items returned without original swing tickets and labelling attached; items which have marks, stains, dents, scratches, or dirt on them; items returned in a manner where they were damaged by inadequate return packaging, or while in transit back to us (please do not use the product packaging as the parcel in which you are returning the item - for example the paper bags our products are packaged in are not suitable for shipping); items which have been worn or washed; items which have a scent, for example from pets, washing powder, perfumes & scents, or body odour.
The original delivery charge will still stand.
For all returns, you will be required to arrange and pay for the return of the products to us as this is not built into the price of our products, unless you have pre-paid for a return: UK only. For non-UK exchanges we will contact you with a quote to ship the exchange item to you. This is also why we recommend that you return for a refund, and place a new order for the exchange items - and other items - you still require.
When returning items, please obtain proof of posting. We cannot accept responsibility for parcels lost in transit.
Once we receive your return item or items we will process the return as quickly as possible and usually within 5 to 10 business days after checking that the terms of our returns policy are met, and that the return is approved. If clearly marked as an exchange, we will always prioritise the processing of returns for an exchange. Refunds are usually processed within 5 to 10 business days after your return has been processed, and we do send an automated email to confirm the refund. The time it then takes for the refunded amount to reach your bank account will depend on the speed with which your bank and card company processes the return of the fees back into your account. Payments made on Paypal will be processed through Paypal.
For returns from outside the United Kingdom, please also see International Returns below.
A link to these returns terms is included in the basket before you checked out online, and forms part of our terms agreed to in order to place an order with us.
For International Returns from outside the United Kingdom, please read this.
In addition to the Returns Policy terms above, please read the following important points for all returns from outside the United Kingdom.
All returns are to be sent to our UK warehouse.
When you fill out the courier documentation, please ensure that you list the 'reason for return' as "Returned Goods which qualify for Returned Goods Rate Relief (RGR)". Please also list the reason for the shipment as being "Return" when you fill out the courier's customs invoice to be attached to the shipment. On that note, please ensure that you do fill in and provide a returns customs invoice.
Please double check that your courier is aware that these are returns which are being sent back to us. If this is not done and import duties and taxes are applied for importing the goods back into the UK, we may either refuse the parcel or charge you for the import duties and taxes.
Please DO NOT use FEDEX as they incorrectly charge us a returns fee.
Our returns policy as above also applies to our international clients, but the cost for returning goods to us - and to ship the exchange items back to you - is for your account. In order to keep our pricing low and honest, we do not include the cost for international returns in our pricing.
For USA Clients we now offer a new DHL Returns Service. Please click here to find out more about this affordable and convenient way to make returns from the US.