Help & FAQs

What are your delivery charges and when will my order arrive?

We have four options: Royal Mail 2nd Class 48Hr Tracked Free of charge to the UK mainland, you will normally receive your order in 2 to 3 days. Royal Mail 1st Class 24Hr Tracked £5.99 to the UK mainland, you will normally receive your order in 24 to 48 hours. Courier £11.99 to the UK mainland, you will normally receive your order guaranteed the next day. Courier Isles £16.99 to the Scottish Offshore Isles, Western Isles, Channel Isles, Isle Of Man, Isle Of Wight, and Northern Ireland, you will normally receive your order in 24 to 48 hours.

What should I do if my order does not arrive?

What if my order is delivered and I am not at home?

What is your returns policy?

You have thirty days from the date of your purchase to return your order and get a full refund (excluding postage charges and any handling charges that may apply). To be eligible for a return, your item must be in the same condition as you received it, i.e. as new, unused and unopened and in its original package. (packaging must be in a resalable condition). Sign in to your account. On the left of the page click orders. Find the order you wish to return and click the "Return request" button. In the first field select the reason for the return. If you wish to provide more information include it in the description box. If you need to upload a file click on "Choose file" button and attach the file you wish to upload. If you wish to upload an image click the "Add more" button. You can only upload .png or .jpg images. Finally, click the "Submit request" button. If the reason for the return is a "Change of mind" or "No longer needed" we will issue a return code and you will be responsible for the return postage. Handling charges may also apply. The return code should be used as a reference when purchasing return postage. If the reason for the return is "Damaged in transit" or "Faulty" we will either arrange to collect the item via our own courier service or provide a prepaid returns label. Once we receive your item, we will notify you of the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your debit/credit card. You will receive the credit within a certain amount of days, depending on your card issuer's policies. For "Change of mind" or "No longer needed" you will be responsible for paying the shipping costs for returning your item. If an order was purchased with free delivery, a handling charge that reflects the price of the original delivery (Royal Mail standard 2nd class delivery charge) may apply on return. The handling charge will be deducted from the refund. Shipping costs are non-refundable. The Caravan Supermarket Limited will not pay for the cost of return so please ensure that you choose the most convenient method of shipping that suits you and the item being returned. For your own benefit and security we recommend that you send goods via registered delivery. This will ensure proof of delivery and insurance of the goods whilst they are in transit. We cannot accept liability for goods that get lost or damaged in the process of being returned.

What if the goods are damaged, incorrect or incomplete?

In the unlikely event that any product is received damaged, faulty or incorrect, please click the contact us link in the main menu within 48 hours of delivery and fill out the contact form explaining the nature of the problem. We will email you with instructions as to what to do next. We will not refund or exchange any product where a fault was caused by accident, neglect or misuse by the buyer. This does not affect your statutory rights. If the item has been damaged in transit we will offer to exchange the product or give you a full refund.

Can I cancel my order?

Yes you can. Just go to your account page and click on the 'Send cancel request' button next to the item you wish to cancel. You have the right to cancel your order within seven days of your order being placed. If your goods have been dispatched it is your responsibility to return the goods, unused, unopened and in its original packaging to The Caravan Supermarket. You will be responsible for all shipping costs. If your goods have not been dispatched the order will be cancelled with nothing left to pay. We will send an 'order cancelled' email confirming order cancellation and issue a full refund.

How do I edit my account details?

What is your data protection policy?

Do you have a phone number I can call?

No but please don't misunderstand this as any lack of interest! Our reasoning concerning this does not express any lack of interest in talking to our customers! We love to answer your questions. After experimenting with different approaches, we've found that starting with an email enables us to provide the fastest response. We focus on providing fast and high quality responses by email (usually you'll receive an answer within minutes), so you're always communicating with a human that can help first-hand. So our request is to contact us by use of our contact form. Please click on the 'Contact us' link in the main menu. If it makes sense to jump on the phone once we hear from you, we're happy to do so. You may also write to our offices at the address below.

What are your company details and do you adhere to E-commerce and distance selling regulations?

How Secure Is Your Website?

PCI This is one of the most important questions we get asked. Security is one of the biggest considerations in everything we do. We use Stripe which has been audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available. SECURE SOCKET LAYER AND HSTS Stripe forces HTTPS for all e-commerce and other services. HTTPS (the 'S' stands for secure) is displayed in your address bar to indicate that the website you are visiting is secure rather than HTTP which is not secure. To obtain HTTPS websites are required to have an SSL Certificate (Secure Socket Layer). SSL encrypts all data using 256 bit technology. Stripe regularly audits implementation details such as the certificates served, the certificate authorities used, and the ciphers that are supported. Stripe uses HSTS to ensure browsers interact with Stripe only over HTTPS. Stripe is also on the HSTS preloaded lists for Chrome, Safari, Bing, and Firefox. The Caravan Supermarket employs the highest level of validation by using EV SSL certification. EV SSL Certificates provide the strongest encryption level available and enable the organisation behind a website to present its own verified identity to website visitors. EV SSL Certificates offer a stronger guarantee that the owner of the website passed a thorough, and globally standardised, identity verification process defined within the EV guidelines (a set of vetting principles and policies ratified by the CA/Browser forum). The Extended Validation identity verification process requires the applicant to prove exclusive rights to use a domain, confirm its legal, operational and physical existence, and prove the entity has authorised the issuance of the Certificate. A visitor can easily recognise EV SSL certification on any website they are visiting by looking at the address bar. The 'https://' will be green, and the padlock icon will be present with the name of the certificate authority that issued the EV SSL Certificate. ENCRYPTION All card numbers are encrypted on disk with AES-256. Decryption keys are stored on separate machines. None of Stripe's internal servers and daemons are able to obtain plain text card numbers; instead, they can just request that cards be sent to a service provider on a static whitelist. Stripe's infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure, and doesn't share any credentials with Stripe's primary services (API, website, etc.). A lot of jargon above but to put it simply: you're safe and secure when you buy from us.