At Vango Sales Store, we’re committed to providing quality outdoor gear and ensuring your complete satisfaction with every purchase. Below you’ll find all the details about our shipping options and straightforward returns process.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to meet your needs:

1. Standard Shipping – £12.95

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after dispatch
  • Tracking included

2. Free Shipping (Orders over £50)

  • Carrier: EMS
  • Delivery time: 15-25 business days after dispatch
  • Tracking included

Note: We ship worldwide, excluding some Asian countries and remote areas. Delivery times may vary depending on destination and customs processing.

Returns & Exchanges

We want you to be completely happy with your outdoor gear. If you’re not satisfied, you may return most items within 15 days of receiving your order.

Eligibility for Returns

To qualify for a return or exchange:

  • Items must be unused and in original condition
  • Original packaging and all tags/accessories must be included
  • Proof of purchase (order number) is required

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Gas and Fuels (flammable materials cannot be returned for safety reasons)
  • Used sleeping bags (due to hygiene concerns)
  • Products without original packaging

How to Return an Item

Follow these simple steps:

  1. Contact us at [email protected] within 15 days of receiving your order with your return request
  2. We’ll email you a Return Merchandise Authorization (RMA) number and return instructions
  3. Securely package the item(s) with the RMA number clearly visible
  4. Ship to: Vango Sales Store Returns, 93 Kedleston Rd, Derby, GB DE5B 6XF

Refund Process

Once we receive and inspect your return:

  • Refunds are processed within 5-7 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Original shipping costs are non-refundable (unless the return is due to our error)
  • For exchanges, we’ll ship the replacement item once we receive your return

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange for a replacement or refund and cover return shipping costs

Need Help?

Our customer service team is happy to assist with any questions about shipping or returns. Contact us at [email protected] and we’ll respond within 24 hours.

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