Shipping costs are calculated by the website based on the items in your cart and the delivery address. Simply add items to your basket and choose “Get a Quote” on the basket display page to understand the full shipping costs for your order.
Free delivery is available for purchases made via the Terra Nova webshop with a total order value of £50 or more, delivered to a standard UK postcode. Some remote UK postcodes may be excluded from this promotion. International orders (outside of the UK) and orders made by telephone are excluded from the free shipping promotion.
We will endeavour to ship your goods within 48 hours of receipt of your order, however, at particularly busy times of the year or during UK public holidays it may take longer. Some items are made to order and therefore will be marked on the website with an approximate lead time.
Once your item has been despatched, you’ll receive an email informing you of the tracking number (where applicable).
We will not be liable for any loss caused to you by late delivery. If delivery is required before a specific date, please contact us before ordering so that we can advise you of any possible problems.
If your order is sent using a signed-for postal service, please ensure someone will be home to accept the delivery. Some couriers will attempt a re-delivery or leave a card for the item to be collected from your local depot. If delivery is unsuccessful by the courier, it may be returned to us. If we’ve been unable to deliver your order due to inadequate delivery information or you do not take delivery of your order we may cancel the order and retain the products. In this case, you will be liable for the delivery charge and any surcharge incurred by us as a result. We will refund the cost of the items on the order.
If you refuse a delivery without prior consent from us, you will be liable for any return delivery costs.
If you do not receive your goods within the stated delivery period, please contact us by telephone or e-mail and we will contact our couriers on your behalf. Alternatively, we will give you your consignment number for you to use our online tracking system to monitor your delivery.
If the package does not appear to be in good condition, then please refuse the delivery. If you are unable to check the contents of your delivery, at the point of delivery, then please sign for the parcel as “UNCHECKED”. Failure to do so may affect any warranty claims that you make thereafter.
All orders will be shipped to the delivery address specified at the time the order is placed. Any changes to this information should be provided in writing, as soon as possible, to ensure that we receive them before your order is shipped.
We aim to ship to most worldwide destinations. You’ll be notified during checkout if we do not currently ship to your address. Please contact us and we’ll do our best to help you in this situation.
The cost of shipping your order will be automatically calculated by the website, based upon the items ordered and your destination/delivery address.
Delivery times for international orders obviously will take longer than domestic UK orders. Whilst we aim to despatch orders within 48 hours of order receipt, it may take a further 3 – 5 days for European orders to be delivered, or 10 – 14 days for the rest of the world. We send international orders with a tracking number, which will be emailed to customers once the item has been despatched. This will enable the item to be tracked online for peace of mind.
Tax/Import Duty and Shipping to Europe Post-Brexit
Items delivered outside of the UK may be subject to local import taxes/duties which are charged at the point of delivery (i.e. delivered DDU). It is the buyer’s responsibility to ensure such charges are paid for. If unsure we recommend contacting your local Revenue and Customs department prior to ordering. This currently applies to orders for delivery to the EU. Following Brexit and the disruption to shipments to Europe from the UK using our courier please contact us before placing an order if you require delivery to the EU so we can give you the latest information about delivery timescales.
Please note at present we are unable to ship to BFPO addresses.
Norway PID Number
Norway changed import requirements for consumer orders in May 2020, please send your PID number to firstname.lastname@example.org with your order number after placing your order. We will be unable to despatch your order without your PID.
We’re always interested in talking to new agents, distributors and sales managers about selling our brands. Please contact us and we will be happy to discuss this further with you.
Terra Nova Returns, Refunds and Exchanges
Return of Suspected Faulty Goods
If you believe your Terra Nova, Wild Country, or Extremities product has failed, please return it to us in a clean and dry condition and we will examine it.
To return an item for repair or inspection, please download and complete the return form (see below). This also includes an address label for you to use on your parcel. We advise keeping a copy of the completed Terra Nova returns form for your records. Please make sure you package the item suitably as items can get damaged in transit. We also recommend using a traceable service such as Royal Mail recorded post, or a carrier like Parcelforce, UPS, or DHL.
Repairs covered under your product’s guarantee will be carried out free of charge.
Return of Goods Purchased from Our Online Shop
Items purchased from our online shop may not be returned to any of our retail stockists/high street stores.
You can return your goods, in their original condition:
Within 14 days of receipt of goods. You will be responsible for the goods until they reach us, so it is our recommendation that you use a secure delivery method which requires a signature on delivery. Please note that if you fail to take reasonable care of the goods, Terra Nova reserves the right to refuse the return.
If you return goods to us in their original condition within 14 days, we will refund you for the full amount paid for the goods, within 30 days of the goods arriving with us. You will be responsible for the return postage costs.
If you return goods to us, which you have received by mistake or any other reason which is deemed to be our fault, within 14 days, we will refund all payments made to us and also pay for the return postage. In this instance, please contact us by telephone and we will advise you how you should send the goods to us. However, please note that seconds and clearance products have a general description of their status and condition. Specific faults are not indicated for each specific tent, but the grading and offer price is an indication as to the likely condition/faults of the product.
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