Use the links below to find answers to your questions.
We're very sorry that there seems to be a problem with your password. Please re-set your password through the My Account section on the website. A new password will be emailed to you, which can be changed to something more memorable next time you login.
Please ensure that you enter the new password exactly as provided. It is case-sensitive and will not allow login if any of the letters are supplied in a different case. If you are not sure of the characters in your new password, copy and paster the password from the e-mail directly into the password field, making sure you only select the characters of the password without any extra spaces.
Please note that if you have requested more than one reminder password in a short space of time, a new password is generated each time (invalidating the previous one), so please check that you are using the latest password that was generated. If in doubt, wait 15 minutes to allow any pending e-mails to arrive before generating another reminder.
Please ensure you have copied and pasted the new temporary password from the email we sent you. The password is case sensitive and on occasions doesn't work if typed in manually. If the password set no longer works, please click on "forgotten password" and a new password will be sent to you in an email. Please copy and paste the password issued to you (ensuring no gaps are either side as it is case sensitive). You can then change your password to something more memorable when you are successfully logged into your account.
Don't worry, we will still have your email address and other details saved in our system. Please go to the 'My Account' section on the website, enter your email address and select the forgotten password option. A temporary password will be sent to you via email, which can be changed to something more memorable next time you log in to your account.
Yes, just e-mail us with your full name and e-mail address and we will close your account.
No - once your order has been placed and accepted into our system then I'm afraid we are unable to make any changes.
Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us.
In this case, we will refund the price of the item in full, including the cost of sending the item to you. However you will be responsible for the cost of returning the item to us.
In all cases, the goods must be in their original condition and will be inspected on their return. If you decide to cancel your order under the terms outlined above then you must let us know in writing (e-mail is fine), quoting the order number.
You can pay using your credit or debit card that either is a VISA, Master Card, Switch, Maestro, Delta, or American Express card. It is imperative that you provide the cardholder's name as it is shown on the card, and address exactly as it appears on the card statement.
We are unable to accept payment by cheque, Style cards, Visa Electron, Solo cards, Duet Cards, cash, postal orders or gift vouchers.
To give you even more confidence in shopping online with ultimateoutdoors.com, we have introduced Verified by Visa and Mastercard® SecureCode™. These services enhance your existing credit/debit card accounts against unauthorised use when you shop with us.
To use this service, you must first register with the bank or other organisation that issued your card.
If you are facing errors on the payment screen and are using a valid credit card, please ensure you have done the following: 1. You have selected the correct payment method 2. You have entered the card number ensuring no gaps 3. You have entered the start date and issue number (if applicable) 4. You have ensured the billing address is a correct match to the card If you are still having problems with our checkout, please do not hesitate to email us and we will endeavour to help you further. Please check with your card provider that the attempted payment has not resulted in funds being held in error.
We regret that we are currently unable to accept credit/debit cards that are registered outside of the UK.
When your order is accepted and you have received an e-mail to confirm your order details, we will take payment immediately.
Please remember that even if your order is not accepted, some card issuers may still reserve the money, meaning you can't use it for a short period.
No. All our prices are inclusive of VAT. However we are able to provide a VAT receipt upon request. Please e-mail us with your order number and we will arrange for your VAT receipt to be posted to you.
Yes. Please e-mail us with your order number and we will arrange to send your VAT receipt in the post to you.
Once you have added items to your shopping basket you may select a delivery method and then enter your discount code before continuing through to the checkout. Please ensure you enter the code correctly and then click "Apply". This should refresh the basket page and display the discount. If the code is not valid a red message will appear at the top of the page and the discount will not be applied. Some products may be excluded from promotional discounts, and you can find details of this on the promotion Terms and Conditions page.
Please email us with details of the items you require including quantities so that we can check availability and get back to you with the best possible price.
If the item you require is not listed on our website then you will not be able to place an order for home delivery although we add products to the site frequently so please keep checking! You may also contact your local store to order item/s (subject to availablity) or send us an email with details of the item you require and we'll do our best to help you.
Placing an order with ultimateoutdoors.com is easy. Here are the steps you need to follow to place an order:
Once you have entered your order, delivery and payment details you will be asked to click to "Complete Order". It will take a few moments for the payment to be authorised and your screen should then refresh automatically to reveal your order number and order confirmation. You should also receive an e-mail shortly afterwards to confirm your order.
If this does not happen then it is unlikely that we have received your order, however please feel free to Contact Us if you would like us to check.
Once you have completed the checkout process you will be given an order reference number and we will send you a confirmation email to the email address that you provided at the time of the order. The email will detail your order that you have placed with the order reference number, products and total order value. It is important that you retain the order reference number to ensure that we can resolve any queries that you may have about your order quickly.
If your order status is "Processing" this means that we have received your order and that it is waiting to be picked and dispatched by our Internet Team.
To find products you may browse through the categories listed on the left of the ultimatoutdoors.com homepage, or if you already know what you are looking for then use our Keyword Search, which is located at the top of every page on the website. Please enter either the six digit product code or a brief description of the item. To place an order simply add the item/s to your shopping basket and then follow these simple steps to place an order:
No, you can shop at ultimateoutdoors.com without needing to register. If you choose not to register, we will not hold your details for any reason other than the purpose of your transaction. For further transactions you will need to tell us your details again. However, registering will enable you to track your orders online, view your full order history, update your personal details, manage your address book and change your payment details, all in one secure area. You will also be able to purchase more quickly and easily if you're logged in.
We offer UK Standard Delivery, UK Next Day Delivery, Delivery to Store and International Shipping.
Yes! Simply change 'United Kingdom' to either BFPO or your country of residence, input your address and we'll ship your order overseas.
Yes, simply select Jersey/Guernsey at the checkout stage, enter your address and we’ll deliver your order on a UK standard delivery service.
UK Standard Delivery – 3-5 days (Orders delivered Mon-Sun).
UK Next Day Delivery – Next day for orders placed before 6pm 7 days a week
Delivery to Store – Timescales vary depending on the store you select. Please contact our Customer Service Team for more information.
International Shipping - Usually within 6 days for EU destinations. Usually within 10 working days for non-EU destinations.
Standard Delivery - £3.95 or FREE When Your Order is £80 or more
Bike and Large Tent Delivery - £4.99
Next Day Delivery - from £4.99
Delivery to Store – £1.00 or FREE*
International Delivery - £4.99 Europe, £9.99 Rest of the World
* Delivery charges and free delivery thresholds may vary from time to time with promotional offers. Excludes large tents and bikes.
The carrier we use to deliver your parcel depends on its contents, value and weight.
All of our carriers will attempt a delivery at your front door before opting to leave the order with a neighbour, leave it in a safe place or take it back to the depot. In all cases of a failed delivery attempt, they will leave a card to let you know what they've done.
Yes, although this does depend on the value of your order and the courier’s personal judgement on how appropriate this method of delivery is for each delivery attempt.
Yes!* Simply follow the link in your dispatch email and our carrier will show you where they’re up to with your delivery.
*International tracking information not available to certain countries.
We can deliver Standard Delivery orders to the whole of the UK; however the following postcode areas are excluded from Next Day Delivery and will be sent on a Standard Service:
AB, B5, B24, BA1, BD4, BN15, BS1-2, BS6, BS8, BT, CA4-9, CA10-22, CH3, CV9, DD, DG3-9, DN7, EH34-35, FK1, FK14, FK17-21, G41, G51-52, G63, G83, GY, HS, IM, IV, JE, KA3, KA18, KA27-28, KW, KY1, KY9, LA20-23LL15, ML, NE66, NE69, NE70-71, NW2, NW6, NW10, PA20-38, PA42-47, PA60-61, PA70-80, PE3, PH, PL, PR3, SA11, SK9, TD1-5, TD9, TR21-25, W3, ZE.
Delivery to Store applies to all stores except those outside of the UK and within Airports or other passenger terminals where public access without travel is not available.
Due to international carrier restrictions, certain products we sell are not eligible for international delivery. This will be detailed both in the item's product description and at the checkout stage if you add these items to your basket.
Remember that UK Standard Delivery orders usually take 4 working days for delivery and International delivery can take up to 6 days for delivery.
You can track your order online using our tracking service*. Simply follow the link in your dispatch email or the My Account section of the website and our carrier will show you where they’re up to with your delivery.
In the unlikely event that there’s a problem with your order, we will contact you either by phone or email to let you know, however if there is something you’d like to discuss please feel free to contact our Customer Service Team.
*International tracking information not available to certain countries.
We’re really sorry about that! Please contact our Customer Service Team as soon as you can and they will look into the problem for you.
We’re really sorry about that! Please follow the instructions on your delivery note on how to return your order back to our Warehouse and our Returns Team will look into the problem for you. Alternatively, you can return your order to one of our stores. Use our Store Finder to locate your nearest branch and take your delivery note with you so a member of our Retail Team can assist you further.
If you’d like to discuss your faulty item beforehand, please contact our Customer Service Team.
We’re really sorry about that! Please contact our Customer Service Team as soon as you can and they will look into the problem for you.
When returning an item you will need to include your despatch note that came with your goods, if you do not have this then please print out your order confirmation and include this instead.
All orders can be returned in store, just take your despatch note and the goods you want to return, and the store team will be happy to assist you.
- If you've paid using a credit/debit card, a refund/exchange will be processed at the till point.
- If you've paid using PayPal or Apple Pay, we'll send your order back to our distribution centre on your behalf so the transaction can be reversed, or your order can be exchanged and resent back out to you.
Visit our Store Finder to find your local store.
We recommend using Collect+ to return your order. Collect+ have over 4500 parcel drop points in local stores. Many have extended opening hours and are open 7 days a week, so you can return items at a time and place that suits you.
Visit Collect+ where you can create a returns label for just £3.29. You will receive proof of postage, online tracking and compensation cover up to £50.
You can make your own arrangements through any postal carrier but we recommend you use one who can give you a "Certificate of Posting" as, until the parcel reaches us, it's your responsibility.
Ultimate Outdoors Internet Returns,
John K Philips Group Ltd
Unit 3 Golborne Point
You have 14 days to notify us of items you would like to cancel from the time in which you receive your order and then a further 14 days to return your items to us.
If you are concerned that your item may be faulty please let us know straight away by taking the item into your local Millets, Blacks or Ultimate Outdoors store or by contacting our customer care team. We will try and resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover a problem.
You may exchange an item by returning it to any store. Please use our store finder for local store details and opening hours. We are sorry to say that we are unable to exchange items that are returned by post to our returns centre.
As soon as your return has been received and checked by our warehouse team , we’ll email you to let you know.
In the unlikely event that you haven’t received an email within 10 days of returning your items. Contact our Customer Service team and we’ll help you out.
Make sure you let us know your original order number, which items you have returned and any delivery reference numbers when you contact us..
Please allow up to 21 days to receive a refund for item/s returned to our Returns Centre.
If you feel that we have processed your refund incorrectly, please contact us with your order details so we can investigate and sort out any problem as soon as possible. However please also consider the following:
To check availability against a specific product please feel free to call the store directly, who are normally happy to reserve items for a limited time.
We regret that we are currently unable to transfer stock between different stores.
For local store contact details and opening hours please use our store finder section on the website.
No, all our stores are within the UK. For details of our stores and opening times please use the Store Finder on our website.
Periodical cleaning of down products is essential to maintain maximum loft and long life. Annual cleaning for products used occasionally is suitable, however, a down product should be cleaned after 30-45 days of continual use.
This is the best way to protect a down product when washing it and allows for stains to soak out. You should use a non-detergent soap, lukewarm water and gently rub out any stains with care. DO NOT lift your down item up if it is heavy with water because the down will clump together and fall to the bottom. You must rinse the soap thoroughly and push the water out of the item gently. Do not allow long periods of time between washing and drying, because the feathers will clump together if left to dry naturally - see Tumble Drying
Some garments can be machine washed but you must always consult the manufacturers instructions (usually printed on the sewn in label). If the cleaning instructions allow it you can wash your down item in a normal washing machine in COLD water, on a gentle cycle. Put it through a cycle twice. Do not use bleach or fabric softeners.
How you dry your garment is probably the most important part of the cleaning process. DO NOT hang out to dry as the feathers will clump together at the bottom of the jacket. You must use a tumble dryer with NO HEAT in order to re-loft the feathers. Ideally, we recommend that you place tennis balls in the tumble dryer as this helps to separate the feathers whilst drying. The garment must be completely dry to avoid clumping or permanent damage.
We do not recommend this unless you deal with a dry cleaner that specialises in cleaning down products.
Our store team may be able to recommend a local repair company, or we would suggest that you contact Lancashire Sports Repairs (LSR).
LSR specialise in the repair of of outdoor performance clothing, footwear and equipment and offer a complete aftercare and repair service for all outdoor brands. Please visit their website lsr.gb.com for contact details and a full list of services and prices. Alternatively call 01282 439109 (Mon-Fri) OR e-mail firstname.lastname@example.org
Some of the brands we sell provide their own repair service as part of the manufacturer's warranty. Please enquire in store for details or Contact us
It is a fabric construction that permits moist air to escape but does not allow water in. The most widely used breathable fabric is Goretex but other fabrics are available.
The technical name is Diethyl-m-toluamide. The ingredient is used in repellants to deter flying insects and is very effective. This product may damage varnish and polyester fabrics.
It is a waterproof barrier using proprietary and patented dry system, allowing perspiration to dissipate and vent without saturating the inside of the fabric.
These are zippered openings in the armpits, allowing the ventilation of increased body heat during exercise.
This is specially reinforced fabric, meaning a small snag in the material won't turn into a large tear.
A fabric treatment that adds UV cutting agents to help reduce harmful UV radiation from the sun.
It is a special coating applied to fabric to help prevent mould forming.
Wearing several layers of clothing allows you to adapt to the environment by adding or subtracting layers. 1st layer is for comfort and insulation, middle layer provides bulk insulation, the outer layer blocks wind and repels rain.
We ask that you post a review that will be relevant for the lifetime of the product. We often edit (i.e. shorten) reviews to remove the following:
Reviews are not the opinion of Blacks Outdoor Retail Ltd (t/a "Ultimate Outdoors")
Your security is one of our top priorities. Whenever you log on to the site you should see a padlock symbol at the bottom of your web browser on the secure parts of our site. (Please note that the padlock will only appear on some web browsers). The URL will also start with "https://". You can therefore be confident that you are shopping in a secure environment.
If your question is not listed on our help centre then please feel free to e-mail email@example.com.
Apologies, but we have changed the way we work so our Customer Service teams can support you safely from home.
This means we aren’t taking calls at the moment but we aim to be back as soon as possible.
We aim to contact you within 48 hours of receiving your e-mail.
Please use the following address for queries and complaints:
Ultimate Outdoors, Blacks Outdoor Retail Ltd, Hollinsbrook Way, Pilsworth, Bury, Lancashire, BL9 8RR.
Check you have entered the code exactly as it was provided, including any special characters. Some products may be excluded from promotional discounts and you can find details of this on the promotion Terms and Conditions page. If you are still having a problem and have obtained a discount code from a third party then it is possible that the offer or discount has expired.
Please try again by visiting the website and entering your email address in the box located at the bottom of the homepage and then just click to sign up!
Ultimate Outdoors take their responsibilities very seriously when it comes to working with suppliers that employ a fair work ethic. We enforce a strict code of conduct to ensure that the people involved in producing our products are treated humanely, are given good working conditions in a safe environment. We expect all our business partners to operate on the same principles.