COVID-19 UPDATE

22nd May 2020

We have all had to adapt very quickly to the current situation with Covid-19, at the present time we have some sort of road map for lifting restrictions and hoping that it won’t be long before there is an announcement as to when we can go camping again!

During these uncertain times it is difficult to plan so this is how we are currently operating in what we believe are the best interests of our employees, customers and the business.

We are doing our best to answer emails and dispatch orders with limited staffing and social distancing measures in place.  We’re aiming to provide the best service we can but please bear with us if it takes longer than usual to get back to you.

At present we can’t handle incoming phone calls and will let you know as soon as we can. Please email salesoffice@terra-nova.co.uk. instead.

Web Orders / Shipping
At present we cannot send orders to Australia and New Zealand due to flight restrictions.
We are able to send orders to European countries as usual.
We are now able to send orders to the USA.
If you would like to place an order to be sent outside of Europe and the USA please contact us first so we can check the latest shipping information and confirm that delivery is possible.

Norway has recently  changed import requirements for consumer orders, please send your PID number to salesoffice@terra-nova.co.uk with your order number after placing your order. We will be unable to despatch your order without your PID.

Smaller orders being dispatched by Royal Mail are taking longer than normal to be delivered due to the volume of mail being handled by them.

Customer Repairs
Our repairs service opened this week and has already completed and sent out repairs.

We have sent quotes to customers who sent tents to us prior to our repairs service reopening. If you have not received an email please would you check your junk email and all email addresses if you have more than one email, if you have still not received your quote please contact us on salesoffice@terra-nova.co.uk so we can resend the details.

We know that once restrictions are lifted you will all want to be out with your tents so if you do need any repairs carrying out please send them to use as soon as possible. Our returns form and address label is here. If the repair is to be carried out under warranty please include your proof of purchase as this will help speed the process up.

Take care, stay safe and here’s hoping the good weather continues once the campsites are open again!

Carolyn and Andy