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OutsidePlay – Knowledge Base

How Do I Cancel An Order?

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So you decided you want to cancel an order? No Problemo .. Please call our customer services on 01630 350050 between the hours of 9am and 5pm Monday to Friday.

Outside of operating hours you may also email [email protected] please include the following in the email. Your order number which can be found on your email confirmation, Your Name and the postcode you had your order sent to. In busy periods there can be a delay in answering emails and as our warehouse are continually picking orders we ask you call us where possible straight away.

All of our orders are picked and packed in the morning and leave our warehouse by midday EVERY DAY, so if you placed an order in an evening you will have until midday the following day to stop it going out.

If you placed your order in the morning you will have until 12 noon that day to stop it going out.

If you placed your order around midday (Panic!) as it’s likely going to get put on the lorry any time now.

If you placed your order after midday… Well you’re in “No Man’s” land here. If Fedex are running late we may still be putting it on a truck so please call us straight away.

If you placed your order after 5pm On Friday but before 12 Noon on Monday you will need to get a hold of us before 12 noon on Monday to stop the parcel leaving

Ordered After 5pm – Great we are all home and sleeping so no parcels are being picked and you have until the FedEx man comes 12 noon the following day to make contact with us to stop the parcel !

Unfortunately we cannot be held responsible for missed emails, we monitor them constantly but sometimes we are not sat at our desk that split second between you emailing us and the FedEx man walking off with your parcel.

Can I return the item if I change my mind

You have the right to cancel your order within 14 days of receipt of the goods. The 14 Days Cooling off period starts from the day after the goods are delivered. If you do cancel your order with us then you will have your payment returned promptly. This does not affect your statuary rights. You will be responsible for returning the goods to us at your cost and they must arrive in brand new saleable condition.

In all cases we ask that you inspect your goods within 48 Hours of receipt, after this period we deem that you have accepted the goods, However should you inspect the goods and find there is damage you must report any damages to us by email immediately and within the 48 hour window from delivery. Please photograph the damage of the product in the box as you find it. Once you have found the item to be damaged, Do not continue to assemble your item, otherwise we will assume you have accepted it and may ask you to prove that you haven’t damaged the item, Once you spot any damage that means you would like to return the item simply repackage it into its original packaging with all accessories and follow the returns criteria below.

Order Cancellation: If you wish to cancel an item or order, you must inform us in writing before it is dispatched. You can do this preferably by email or phone. [email protected]

The United Kingdom’s Distance Selling Regulations provides you with a right to cancel your order at any time up to the end of the fourteenth working day following the day after the day on which you received your products. You do not need to give us any reason for cancellation. The goods should be unused: not previously assembled: in perfect condition for resale: returned in their original packaging and where possible any straps and security seals on the packaging should still be intact. You are liable for the cost and expense of returning the goods. We advise you to use an insured method of carriage as damaged boxes or product will not be accepted.

Unfortunately no cancellations can be offered on products that are made to order to the customer’s specification

Who Can I Use To Return The Item To You

It all depends on the size of the item

For certain products we are able to arrange collection from you at your cost, as an alternative to you returning the goods yourself- please contact us for details. Goods must not be returned to our premises- we will always inform you of the correct address to send to if you are organising the return yourself.

In certain instances, a collection can be arranged and the cost of collection will be deducted from the refund amount as stated in above scale of charges.- please contact us by email at [email protected] , quoting your sales order number should you wish for us to arrange the collection or call our offices on 01630 350050. Please note that goods can only be collected between 9am and 5pm Monday to Friday, and no timed slots are available from the couriers. Goods must not be returned to our premises- please check the correct address to return to if you are organising the return yourself. We recommend using Royal Mail First Class with certificate of posting, which covers goods up to the value of £55.

For heavier larger items we recommend

In all instances of returning items please photograph the item before you send it and the packaging so we can verify we receive it in the condition you send it, send it tracked and insured to it full value.

Collection Charges

If you ask us to collect the item, we will deduct from any refund

Small item Upto 12KG – £8.95

Medium Item 12.1kg-30kg – £14.95

Large Item 30kg+ Pallet Service – Collection price is based on Postcode

Typically around £48.95 within a 100 mile radius of TF9 2DB over 100 mile can be up to £90.00 to the Highlands and Ireland. Any channel Island Collections are charged at £149.00

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