FAQs
Find the answers here
Looking for more info about one of our products, services, or a pending order? Check out our list of frequently asked questions below for some quick answers. If you can’t find an answer, please get in touch with us and we will get back to you as soon as possible.
What payment methods do you accept?
We accept all major credit and debit cards. Apple, Google Pay and PayPal are also supported.
Do you sell gift cards?
Yes we do! Our E-Gift Cards are valid for 12 months from the date of purchase.
What is your Returns & Refund Policy?
If for any reason you are not satisfied with your order we are happy to take back the product and provide you with a full refund for your purchase. You have 30 days from the date of receipt of the item to request a refund request.
Products can only be returned if they are in their original condition and packaging. We do not accept products that have been used or damaged by the customer.
To raise a refund request please email us stating you would like a refund along with your order number to support@zipptents.co.uk.
If you (the buyer) are returning the item because you changed your mind, then you will also be responsible for any actual return shipping charges.
If you wish we can help organise collection of items with a courier of our choice. Just get in contact with us via email at support@zipptents.co.uk and we can help organise this.
Once the item(s) are return to us in their original condition, we will refund the amount less the original cost of shipping and return shipping if you choose to return the item with our collection.
Can I cancel my order?
Yes you can, as long as the item has not already been dispatched.
You can cancel item orders before dispatch by contacting us at support@zipptents.co.uk.
Just let us know the order number and the items you want to cancel.
Cancellations made after we've sent your item(s) will need to be made at the time of delivery – just contact us within 30 days.
Once you've notified us, you will be responsible for any actual return shipping charges. We do not accept responsibility for any goods that are lost or damaged during transit, therefore we strongly recommend that goods are returned to us with parcel protection insurance that covers the cost of the item(s).
Once the item(s) are return to us in their original condition, we will refund the amount less the original cost of shipping.
We will process the refund to your original payment method (within 5-7 days).
What do I do if my items have arrived faulty or incorrect?
If you notice that you have been sent the wrong items or that they have been damaged on arrival through no fault of your own please email us within 48 hours at support@zipptents.co.uk to let us know and we can arrange a replacement or a refund and collection of the damaged item.
If you request a refund; once we receive the item we will process the refund to your original payment method (within 5-7 days).
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If you are returning the Products to us because they are faulty or mis-described and you are returning them, we will refund: the price of the product in full; any applicable delivery charges; and any reasonable costs you incur in returning the item to us (other than any costs incurred by you in returning the Products to us in person).
All that we require is a description of manufacturing defect or how the item faulted a long with photographic evidence. Please send this to support@zipptents.co.uk.
Once you've notified us, we'll let you know how to return it, or arrange for a collection. Once it gets back to us, you'll receive a full refund.
We will process the refund to your original payment method (within 5-7 days).
What if I don't like the item(s) I have ordered?
You can contact us at support@zipptents.co.uk within 14 days of receiving your order to initiate a return.
You (the buyer) are responsible for any actual return shipping charges. We do not accept responsibility for any goods that are lost or damaged during transit, therefore we strongly recommend that goods are returned to us with parcel protection insurance that covers the cost of the item(s).
If you wish we can help organise collection of items with a courier of our choice. Just get in contact with us via email at support@zipptents.co.uk and we can help organise this.
Once the item(s) are return to us in their original condition, we will refund the amount less the original cost of shipping and return shipping if you choose to return the item with our collection.
For non-faulty returns we ask that:
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The goods are returned in their original condition
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You’ve got in touch with us to process your return within 30 days of your Payment Confirmation
We will process the refund to your original payment method (within 5-7 days).
Can I request an exchange?
If you decide you would like a different item than the item you purchased we can help organise an exchange within 30 days of your payment confirmation.
Please email us at support@zipptents.co.uk to let us know what item you would like to return and what item you'd like to exchange it for.
Once we have this information we will calculate the price difference between the items being the total price of the new items requested less the original price of the item to be returned less the original shipping cost.
If the above calculation results in money due to be refunded we will refund the balance to your original payment method. If the above calculation results in an additional amount due then we will create an invoice for the remaining amount to be paid via the original email provided. You may pay this amount from the payment methods provided in email or you can request a call back from a member of our customer service team. We will not send the new item unless the additional amount due has been made and until the original item has been received by us.
The above is subject to the returning item being unused and in their original condition.
You (the buyer) are responsible for any actual return shipping charges. We do not accept responsibility for any goods that are lost or damaged during transit, therefore we strongly recommend that goods are returned to us with parcel protection insurance that covers the cost of the item(s).
We will process the refund to your original payment method (within 5-7 days).
Do your products come with a warranty?
All items we provide come with a 2 year manufacturers warranty from the date of purchase for faulty or defective issues unless otherwise stated.
This does not include usual wear and tear in the course of using the product.
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