Shipping policy
Last updated: April 04, 2026
At GOTCHU Ltd, we partner with a range of trusted third-party suppliers to deliver high-quality outdoor and adventure gear directly to your door.
We work with a network of trusted UK and European suppliers to fulfil orders. Depending on the product, items may be dispatched directly from one of our supplier partners to ensure efficient delivery. If an order contains multiple items, these may arrive separately.
Because we work with multiple fulfilment partners, shipping times may vary depending on the product, supplier location, and delivery address.
When you place an order with GOTCHU Ltd, we forward it to the appropriate supplier for processing and dispatch. Each supplier manages their own picking, packing, and shipping process. As a result, items within the same order may sometimes arrive in separate shipments.
ORDER PROCESSING
Orders are typically processed within the processing time listed for each product category in the lead time table below.
Orders placed after 2:00 PM (UK time) may begin processing on the next business day.
Processing times may vary slightly depending on supplier workload, stock availability, and seasonal demand.
SHIPPING TIMEFRAMES
Estimated delivery windows are provided where available. All delivery timeframes are estimates and not guarantees, as they depend on supplier processing times and courier performance.
Actual delivery times may be affected by factors outside our control, including but not limited to:
- Courier delays
- Supplier processing times
- Weather or seasonal demand
- Customs checks (for any international supplier shipments)
- Remote or hard-to-reach delivery areas
- Public holidays or peak seasonal periods
Where tracking is provided by our suppliers, we will share the tracking information with you once your order has been dispatched.
SHIPPING COSTS
Shipping costs are calculated at checkout and may vary depending on:
- Supplier location
- Product size and weight
- Delivery destination
- Courier service used
Some high-value or oversized items (such as rooftop tents, awnings, or large outdoor equipment) may require specialist couriers or additional handling fees.
FREIGHT & LARGE ITEM DELIVERIES
Certain large products may be shipped using freight or pallet delivery services.
In these cases, the courier may contact you directly to arrange a suitable delivery time or access arrangements.
Customers should ensure there is appropriate access for large delivery vehicles where required.
SPLIT SHIPMENTS
Because different products may be supplied by different fulfilment partners, items within the same order may be shipped from separate warehouses.
This means your order may arrive in multiple parcels, each with its own tracking number where available.
ADDRESS ACCURACY
Customers are responsible for ensuring their shipping address is correct and complete at the time of checkout.
GOTCHU Ltd cannot be held responsible for orders shipped to incorrect or incomplete addresses provided by the customer.
If you notice an error in your shipping address after placing an order, please contact us immediately so we can attempt to update it before dispatch.
FAILED DELIVERIES
If delivery attempts fail due to customer unavailability, incorrect address details, or failure to follow courier instructions, the courier may:
- Attempt redelivery, or
- Return the parcel to the supplier.
Any additional shipping or handling costs associated with re-delivery may be the responsibility of the customer.
RISK OF LOSS
Once an item has been handed over to the shipping carrier, the risk of loss or damage during transit passes to the carrier.
This does not affect your statutory consumer rights. If your item arrives damaged, please contact us immediately so we can investigate with the supplier and courier.
DELAYS & NON-DELIVERY
While we aim to ensure timely delivery, delays caused by carriers, customs authorities, weather conditions, or other circumstances beyond our control may occur.
If delays occur, we will work with the supplier or courier to resolve the issue and keep you updated.
If a parcel appears lost in transit, we will open an investigation with the courier or supplier. Investigations may take 5–10 business days to complete before a replacement or refund can be issued.
RETURNED SHIPMENTS
If an order is returned to the supplier due to:
- incorrect address information
- failure to collect
- refused delivery
any associated shipping or handling costs may be deducted from your refund in accordance with our Return & Refund Policy.
ORDER SUPPORT
If you have concerns about your delivery, missing tracking information, or believe your shipment is overdue, please contact us at:
info@gotchu.co.uk or 020 3051 0287
We will liaise directly with the relevant supplier or courier to resolve the issue as quickly as possible.
GOTCHU Ltd Shipping FAQs
Why do my items sometimes arrive separately?
Because we partner with multiple trusted suppliers, products may ship from different warehouses. This means your order may arrive in multiple deliveries, each with its own tracking number.
How long will my order take to arrive?
Delivery times vary depending on the product type, supplier location, and your delivery address.
Estimated lead times for each product category are shown in the Lead Time Table below.
Do you offer express shipping?
Some suppliers offer expedited delivery services. If express shipping is available for a product, the option will appear during checkout.
Do I have to pay customs or import fees?
GOTCHU Ltd currently ships within the United Kingdom only, so customs duties typically do not apply.
If we expand to international shipping in the future, any applicable import duties or taxes would be the responsibility of the customer unless stated otherwise.
I haven’t received tracking details — is this normal?
Some suppliers take additional time to generate tracking numbers after dispatch. If tracking has not been provided within a reasonable timeframe, please contact us and we will follow up.
My order is taking longer than expected — what should I do?
Reach out to us at info@gotchu.co.uk and we will check the shipment status with the supplier or courier.
What happens if delivery fails or the parcel is returned to sender?
If delivery is unsuccessful due to an incorrect address, failure to collect, or refusal of delivery, the parcel may return to the supplier. In such cases, any related costs may be deducted from your refund according to our Refund Policy.
Do you ship internationally?
No. We currently ship within the United Kingdom only.
Any future expansion to international delivery regions will be clearly communicated on our website.
Can I change my shipping address after placing an order?
If the supplier has not yet dispatched your order, we may be able to update the shipping address. Please contact us as soon as possible.
Lead Time Table (Estimated)![]()
These estimates reflect typical ranges for product delivery. These estimates may be subject to change due to; supplier processing time variability, carrier delays, stock availability fluctuations, distance between supplier and customer, incorrect or incomplete customer address information, handling of oversized or heavy products, unforeseen supplier issues, customer availability and/or seasonal weather conditions.
All timeframes below refer to business days (Monday–Friday) and exclude weekends and public holidays.
| Product Category | Processing Time | Transit Time | Total Estimated Delivery | Notes |
|---|---|---|---|---|
| Rooftop Tents | 2–5 business days | 5–14 business days | 7–19 business days | May require freight or pallet delivery |
| Awnings | 2–5 business days | 5–14 business days | 7–19 business days | Larger items may require specialist couriers |
| Roof Racks & Mounting Gear | 2–5 business days | 5–10 business days | 7–15 business days | Some components may ship separately |
| Outdoor Tools & Accessories | 1–3 business days | 3–7 business days | 4–10 business days | Smaller items typically ship faster |
| Electrical & Power Units | 1–4 business days | 5–12 business days | 6–16 business days | Signature may be required on delivery |
| Fitness / Outdoor Lifestyle Products | 1–3 business days | 4–10 business days | 5–13 business days | Delivery times vary by supplier location |