ODYSSEY CAMP & CO.

Returns & Refund Policy

Last updated: 23 September 2026

Every Odyssey Camp & Co. product is made to order after you buy it. Standard designs can be returned within 14 days if you change your mind. Personalised items (your name, number or custom text) cannot be returned unless they are faulty. Your statutory rights under UK consumer law are not affected.

1. Your 14-Day Right to Cancel (Standard Designs)

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order for a standard (non-personalised) product, for any reason, within 14 days of the day you receive it. This includes changing your mind, choosing the wrong size, or picking the wrong colour.

To cancel, email us at customerservice@odysseycampco.store with your order number and the item you want to return, within 14 days of delivery. You can also use the model cancellation form available on GOV.UK. You then have a further 14 days from telling us to send the item back.

Please return the item unworn, unwashed and in the condition you received it, to:

Odyssey Camp & Co., Flat 9, Peake Court, 2 Cavalier Close, Wallington, SM6 8DL, United Kingdom

You pay the cost of returning the item. We recommend a tracked service, as the item is your responsibility until it reaches us.

We will refund the price you paid, including any original delivery charge, within 14 days of receiving the item back (or proof that you have sent it, if earlier). We may reduce the refund if the item has been worn, washed or handled beyond what is needed to check it, in line with the regulations. Refunds go back to your original payment method.

2. Personalised Items

The 14-day cancellation right does not apply to items made to your specification or clearly personalised, such as a product printed with a name, squad number or custom text you entered at checkout. These items cannot be returned for change of mind.

Personalised items are still covered if they are faulty, damaged or printed incorrectly. See sections 3 and 4.

3. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, not as described, or with a print or embroidery error, you have rights under the Consumer Rights Act 2015. Within 30 days of delivery you are entitled to a full refund. After 30 days you are entitled to a repair or replacement, and if that is not possible or does not fix the problem, a refund.

Please tell us as soon as you notice a problem. Email customerservice@odysseycampco.store with:

• Your order number
• A clear photo of the fault or damage
• A photo of the outer packaging if the item arrived visibly damaged in transit

We will arrange a free replacement or full refund where the fault is confirmed. In most cases you do not need to return the faulty item. If we do need it back, we will cover the return cost.

4. Personalised Items: Production Errors vs. Customer Errors

If a personalised item (e.g. a name, squad number, or custom text) was printed incorrectly due to a production fault, we will replace it at no cost to you.

If the error was in the personalisation details you submitted at checkout (e.g. a spelling mistake you entered), we are unable to offer a refund or replacement. Please check all personalisation details carefully before placing your order.

5. How to Request a Refund or Replacement

Email us at customerservice@odysseycampco.store with the following:

• Your order number
• A description of the issue
• Supporting photos (required for damaged or defective items)

We aim to respond within one business day. Approved refunds are processed to your original payment method within 10 business days. Your bank may take additional time to post the amount to your account.

6. Items Marked as Delivered But Not Received

If your tracking shows “Delivered” but you have not received your parcel, it is worth quickly checking:

• Any safe places on your property
• With neighbours or your building's reception
• The delivery address on your order confirmation email

If you still cannot find it, email customerservice@odysseycampco.store with your order number. We will take it up with the courier and our fulfilment partner on your behalf. Goods remain our responsibility until they reach you, so if the parcel cannot be found we will send a replacement or give you a refund.

7. Lost Parcels

We consider a parcel potentially lost when tracking has not updated for an extended period or when the courier confirms non-delivery. Please allow the following periods before reporting a lost parcel:

• UK orders: 15 business days from the dispatch date
• International orders: 25 business days from the dispatch date

If your parcel is confirmed lost, we will send a replacement or give you a full refund.

8. Your Statutory Rights

Nothing in this policy affects your statutory rights under:

• The Consumer Rights Act 2015
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

If you are unsure of your rights, you can visit citizensadvice.org.uk or contact the Citizens Advice consumer helpline.

9. Contact Us

Email	customerservice@odysseycampco.store
Response time	Within 1 business day
Website	odysseycampco.store