At Vango Store / NewCampingGearUK, we’re passionate about helping outdoor enthusiasts get the best camping equipment for their adventures. We want you to be completely satisfied with your premium Vango products and camping gear purchases.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and public holidays).

Shipping Options

We offer two shipping methods to suit your needs:

1. Standard Shipping

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after dispatch
  • Flat rate: £12.95
  • Recommended for urgent orders

2. Free Shipping

  • Carrier: EMS
  • Delivery time: 15-25 business days after dispatch
  • Available for orders over £50
  • Best for non-urgent orders

Note: We currently cannot ship to some Asian countries and remote locations. Please check at checkout if your country is eligible.

International Shipping

We ship worldwide (with some exceptions). International customers are responsible for any customs fees or import taxes that may apply.

Returns & Exchanges

We offer a straightforward returns and exchange process for most items within 15 days of receiving your order.

Eligibility for Returns

To qualify for a return or exchange:

  • Item must be unused and in its original condition
  • Original packaging must be intact with all tags attached
  • Proof of purchase is required

Non-Returnable Items

For hygiene reasons, the following items from our “Sleeping Gear for Camping” category cannot be returned unless faulty:

  • Sleeping bags
  • Sleeping mats

How to Return an Item

Follow these simple steps to process your return:

  1. Contact us at [email protected] within 15 days of receiving your order
  2. Complete the Return Request Form (template provided below)
  3. Wait for approval – we’ll respond within 2 business days with return instructions
  4. Package your item securely in its original packaging
  5. Ship your return to our warehouse at:
    36 Lowesmoor, Worcester, GB WR1Y 8GI

Return Request Form Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear NewCampingGearUK Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item Details:
Product Name: [Product Name]
Reason for Return: [Please specify – e.g., wrong size, damaged item, etc.]

Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [specify replacement product if applicable]
[ ] Store credit

I confirm the item is unused and in its original packaging with all tags attached.

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Number]

Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless the return is due to our error

Exchange Processing

For exchanges:

  • We’ll ship your replacement item once we receive your return
  • Standard shipping charges apply for the new item
  • If the exchange item is of higher value, we’ll invoice you for the difference

Damaged or Faulty Items

If your Vango product arrives damaged or faulty:

  • Contact us immediately with photos of the damage
  • We’ll arrange a free return label if needed
  • You’ll receive priority processing for replacement or refund

International Returns

For customers outside the UK:

  • Return shipping costs are the customer’s responsibility
  • We recommend using a tracked shipping service
  • Customs fees are non-refundable

Need Help?

Our team of camping enthusiasts is here to help with any questions about shipping or returns. Email us at [email protected] and we’ll ensure your outdoor adventure plans stay on track!