Welcome to NewCampingGearUK’s FAQ section. Here you’ll find answers to common questions about our products, shipping, returns, and more. If you can’t find what you’re looking for, our friendly UK-based team is always happy to help at [email protected].

Product Questions

Q: What brands do you specialize in?
A: We’re proud specialists in Vango products, offering a comprehensive range of their awnings, tents, and accessories. Our team knows these products inside out and can help you choose the perfect gear for your adventure.
Q: What types of camping equipment do you offer?
A: Our range includes everything from tents and awnings (including brand-specific options) to camping accessories and sleeping gear. We focus on quality equipment that stands up to real outdoor conditions.
Q: Are your products suitable for family camping?
A: Absolutely! Many of our products, especially our Vango range, are perfect for family camping trips with features like quick-inflation systems and weather-resistant materials.

Shipping & Delivery

Q: Where do you ship to?
A: We ship worldwide, excluding select regions in Asia and some remote areas. Whether you’re in the UK preparing for a Lake District trip or elsewhere in Europe gearing up for van life, we’ve got you covered.
Q: What are my delivery options?
A: We offer two shipping methods:
– Standard Shipping (£12.95): Delivered via DHL or FedEx in 10-15 days after dispatch
– Free Shipping: Available for orders over £50, delivered via EMS in 15-25 days after dispatch
Q: How long does order processing take?
A: All orders are processed within 1-2 business days. You’ll receive a confirmation email with tracking information once your gear is on its way.
Q: Can I track my order?
A: Yes! Both our shipping options include trackable services so you can follow your adventure gear every step of the way.

Returns & Exchanges

Q: What is your return policy?
A: We stand by our products, but if something isn’t right, you have 15 days from receipt to initiate a return. Please contact our customer care team at [email protected] to start the process.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the item arrived damaged or incorrect. In those cases, we’ll cover the return costs.
Q: How long does it take to process a refund?
A: Once we receive your returned item, we’ll process your refund within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment provider.

Payment & Accounts

Q: What payment methods do you accept?
A: We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Q: Is my payment information secure?
A: Absolutely. We use industry-standard encryption to protect all your payment information. You can shop with confidence knowing your details are safe.
Q: Do I need an account to place an order?
A: No, you can check out as a guest. However, creating an account lets you track orders more easily and speeds up future purchases.

Contact & Support

Q: How can I contact customer service?
A: Our UK-based team of fellow campers is ready to help at [email protected]. We aim to respond to all inquiries within 24 hours.
Q: Where is your company located?
A: We’re based at 36 Lowesmoor, Worcester, WR1Y 8GI, United Kingdom. While we don’t have a physical store open to the public, we’re happy to answer any questions about our products.

Ready to gear up for your next adventure? Browse our camping equipment today and experience the NewCampingGearUK difference from order to delivery!