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Orders, Deliveries And Returns

Below are the most frequently asked questions for this topic

There may be connection problems due to heavy website traffic. If you receive an error message during checkout process, please log into your account and see if the order went through. Please note that it takes one hour for your order to appear in your account.

Since our warehouse is working hard to get your order items shipped out as quickly as possible, If your order has not been dispatched yet, we may amend your address. As there is a very small window of time to make updates, please provide us your order number as soon as possible.

If your order has not been dispatched yet, we may cancel or amend your order and address. As there is a very small window of time to make updates, please provide us your order number and corrected information as soon as possible.

If you have a Berghaus Online Account, you can check the status of your most recent orders by visiting our Order Status page. This is the easiest and fastest way to get the most current information regarding your Berghaus Orders placed will be processed and shipped within 1-2 business days. Orders placed after 3:30pm GMT will be processed the following business day. All orders placed on Saturday and Sunday will be processed the following business day. You can access your order status and history anytime by signing into your account. Once your order has been shipped, you will receive an e-mail shipping confirmation to the e-mail address provided at purchase. For anything else, you can reach us through our Contact Us page.

For more information on shipping please visit our UK Delivery page or our International Delivery page.

We currently offer free standard shipping on all orders within the UK. We also offer expedited shipping, you can find all pricing and details for that on our Delivery information page

When orders are packed in our warehouse, a tracking number will be emailed to you. The tracking number allows you to see where your package is and when it will arrive.

Our delivery options are fully tracked. If you have not received your order within the times stated for your destination and you have noticed unusual activity on your tracking number, please contact us for help.

It is possible sometimes packages are marked as delivered before they actually arrive. Your package will likely be delivered shortly after. Be sure to check with your neighbours and post office for more information.

However, if you still haven't received your package after 1-2 business days, please feel free to reach us.

Courier company guidelines state they do not consider a package lost until 15 working days have passed. After this period we log a complaint with the courier company. Please contact us for help.

Please check our Returns & Refunds page for all information regarding returning, exchanging or cancelling an order

Don’t worry we understand that this can happen; you can try and cancel the item in your account.

You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it has worked.

If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.

If you still need help, then you can send our Customer Service team a message via the 'Still need help?' section (you will find this below the FAQs on this page).

If you believe your order is late and you have not yet received a card from the delivery company, you can track your order by clicking on the link of your dispatch email with your tracking ID.

Please also check what time you placed your order any orders placed after 12 noon will be classed as if they were placed the next day. If you have received a card from the delivery company it should have a telephone number that you can call to arrange an alternative delivery.

We take pride in our products so we’re sorry to hear you’ve received your order damaged.

Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via the 'Still need help?' section (below).

Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.

As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.

If you check out as a guest customer you will still receive a order confirmation email. Once your order has been dispatched you will recieve another email which will have a tracking number so you can track your order.

You can visit our returns policy page to arrange your return by clicking here

Our tent range is exclusive to Go Outdoors & Blacks.

As these items are only available from specific stockists, they are not covered by Repairhaus or the Berghaus Lifetime Guarantee sorry. So, although we won’t be able to fix your tent, check with your point of purchase, as great after care is part and parcel of their service!

If you would like to speak to someone regarding spares, repairs or a return, we’re sure Blacks or Go Outdoors will be happy to help. So why not get in touch with their customer care teams or speak to a tent expert instore.

GO Outdoors/Customer service
0330 008 1555

enquiries@gooutdoors.co.uk

blacks.co.uk/customer-care/contact-us
0161 393 7059
customercare@blacks.co.uk

Our reputation for quality products and service is very important to us, so rest assured that we'll do everything we can to resolve this issue quickly. Please reach out to our Customer Service team by vsiting the Contact Us page for further assistance.

The size guides for individual products will be available within that products' page. Alternatively you can visit our size guide page for all the different size guides available.

Wherever possible we'll repair it for free, if we possibly can, as many times as you need us to. You can enquire with our repairs team via the below link; https://www.berghaus.com/repairs.list

Please be advised that the amount of time specified for the dellivery of your order begins the working day after it was dispatched from our warehouse. If your order is still within the specified timeframe as mentioned on the Delivery & Returns section of our site, we advise that you wait until the final working day in order to receive your order. If, however, your order has still not arrived after the estimated timeframe, we recommend that you reach out to us via the Contact Us page and we will investigate the whereabouts of your order.