ODYSSEY CAMP & CO.

Returns & Refund Policy

Last updated: 14 April 2026

All Odyssey Camp & Co. products are made to order — individually printed or embroidered after you place your order. Nothing is held in stock. This affects your cancellation and return rights as explained below. Your statutory rights under UK consumer law are not affected.

 

1. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you normally have a 14-day right to cancel an online purchase. However, this right does not apply to goods that are made to your specification or are clearly personalised — which includes all Odyssey Camp & Co. products.

Because every item is produced individually after your order is confirmed, we are unable to accept cancellations or returns for:

•        Change of mind

•        Wrong size selected at checkout

•        Wrong colour or design chosen

•        Items no longer wanted after production has begun

Please review your order carefully before completing your purchase.

2. Cancellation Window

If you need to cancel an order, you must contact us within 1 hour of purchase — and only if production has not yet started.

To request a cancellation, email us immediately at customerservice@odysseycampco.store with your order number in the subject line. We will confirm whether cancellation is still possible.

Once production has started, cancellation is not possible regardless of the time elapsed since ordering.

3. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, defective, or with a print or embroidery error, you are entitled to a remedy under the Consumer Rights Act 2015. Please contact us within 30 days of receiving your order.

Email customerservice@odysseycampco.store with:

•        Your order number

•        A clear photo of the defect 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.

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, please:

•        Check any safe places on your property

•        Check with neighbours or your building's reception

•        Confirm the delivery address on your order confirmation email

•        Contact the courier directly using your tracking number

If the issue remains unresolved after taking these steps, email customerservice@odysseycampco.store with your order number and we will investigate with our fulfilment partner.

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 arrange a replacement or refund in accordance with your statutory rights.

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