Help

I have an item that needs a repair, what should I do?
Firstly use our Enquiry Form to find out if we carry out the type of repairs you require and the estimate cost for it. Alternatively you can contact us on the telephone number 0131-653 1310 or 0131-653 1316.

Secondly book your repair using our Booking Form and send the item to the address provided.

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Will I have a confirmation of the cost estimate?
Only if you select so on the booking form, most times the final price will be the same as the estimate.

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I sent an item for repair based on a cost estimate and I received a call quoting a much higher price.
In most cases the cost estimate you are given will be the final price for the repair, however, we cannot guarantee a final price until we have assessed the item in our repair centre. To help us minimize these cases we ask you to attach a photograph with your enquiry. If, after inspection, we find that the cost for the repair would be higher we will contact you to discuss the reasons why the price has changed.

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How should I send the item to you?
The delivery of the garment to us is your responsibility until it reaches our warehouse. We recommend you to use a recorded/insured such as www.parcelforce.com. All the items repaired are returned by recorded delivery. You can see order postage charges here.

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I live locally; can I drop and collect the repair in person?
You are welcome to drop by and speak to one of our staff. You can find all details of our location and opening times here.

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My family tent has a tear on the flysheet, should I send all the components?
No, to help reduce postage costs we ask you to send only the damaged part of an item. For example, in a case like the question above, we would ask you to send only the flysheet (if detachable) and not the inner/groundsheet or the tent poles.

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How long will the repair take?
There are many factors that affect our turnaround time depending on the type of item, the time of the year and the need to order specific spare parts to carry out the repair.

Usually all repairs are returned in between 10-14 days from the date of receipt.

If you require your item back for a specific date you can state so in the booking form, we will do our outmost to comply to all date requests but our capacity to do so will vary on the factor detailed previously.

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When do I pay for my repair?
To speed up the process and allow us to return the repaired item as soon as possible we collect your payment details at the time of booking in. These details are securely encrypted and stored in our servers. Your card will not be charged until your item is repaired and is ready for dispatch.

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