Welcome to Vango Sales Store’s FAQ section! We’ve compiled answers to the most common questions about our outdoor gear, delivery options, and customer service. Whether you’re preparing for a music festival, family camping trip, or wilderness adventure, we’re here to help you get equipped.

About Our Products

What types of outdoor equipment do you sell?
We specialise in high-quality outdoor adventure gear including cookers and stoves, festival tents, gas and fuels, inflatable tents, mats, and sleeping bags – everything you need for your next outdoor excursion.
Are your products suitable for extreme weather conditions?
Our range includes equipment suitable for various weather conditions, from summer festivals to more challenging environments. Please check individual product specifications for details about weather resistance and temperature ratings.
Do you sell spare parts or accessories for your products?
Yes, we offer a selection of spare parts and accessories for many of our products. If you can’t find what you’re looking for, please contact our customer service team at [email protected].

Ordering & Delivery

What delivery options do you offer?
We provide two delivery options:
1. Standard Express Delivery (£12.95): Delivered via DHL or FedEx in 10-15 working days after dispatch.
2. Free Standard Delivery: Available for orders over £50, delivered via EMS in 15-25 working days after dispatch.
How long does order processing take?
All orders are processed within 1-2 working days before dispatch. Delivery times begin after this processing period.
Do you ship internationally?
Yes, we ship worldwide except to some remote areas in Asia. During checkout, you’ll be able to see if we deliver to your location.
Can I track my order?
Absolutely! You’ll receive email notifications with tracking information so you can follow your gear’s journey to your doorstep.

Payments

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure and convenient transactions.
Is my payment information secure?
Yes, we use industry-standard encryption to protect all payment information. We never store your full payment details on our servers.

Returns & Refunds

What is your return policy?
If any item doesn’t meet your expectations, you have 15 days from delivery to initiate a return. We want you to be completely satisfied with your outdoor equipment.
How do I return an item?
Please contact our customer service team at [email protected] to initiate a return. We’ll provide you with return instructions and the appropriate address.
When will I receive my refund?
Refunds are processed within 5-7 working days after we receive your returned item. The time it takes for the refund to appear in your account depends on your payment provider.

Customer Service

How can I contact customer service?
Our friendly team is available via email at [email protected]. We aim to respond to all inquiries within 24-48 hours.
What are your business hours?
Our customer service team operates Monday to Friday, 9:00 AM to 5:00 PM GMT. Emails received outside these hours will be responded to on the next business day.
Where is your company located?
Our address is 93 Kedleston Rd, Derby, GB DE5B 6XF. Please note this is our administrative office and not a retail location.

Didn’t find the answer you were looking for? Don’t hesitate to contact our team – we’re always happy to help fuel your next adventure!