Shipping policy

At The Gear Spa, we specialise in professional cleaning, sanitising and deodorising services for outdoor and specialist gear. Because customers send items to us for treatment and we return them after servicing, our shipping process works slightly differently from a traditional retail store.

Please read the information below carefully before placing your order.

1. Sending Your Items to Us

Customers are responsible for arranging and paying for the shipment of their items to The Gear Spa unless otherwise stated at checkout.

Items must be securely packaged to prevent damage in transit.
Please ensure your order number and contact details are clearly included inside the parcel.
We strongly recommend using a tracked and insured delivery service.
The Gear Spa cannot be held responsible for items lost or damaged in transit to us.

Our full shipping address will be provided in your order confirmation email.

2. Return Shipping (Back to You)

Once your items have been professionally cleaned and treated, we will return them to the address provided at checkout.

Return shipping costs are calculated at checkout (or included in the service price where stated).
All items are returned via a tracked delivery service.
You will receive tracking details once your order has been dispatched.

If you require express return shipping, please contact us before placing your order.

3. Turnaround Times

Our standard turnaround time is typically:

7–14 working days from the date your items are received.

During peak periods (e.g., seasonal changes or post-holiday surges), processing times may be slightly longer. We will always aim to keep you informed if delays occur.

Turnaround times do not include transit time to or from The Gear Spa.

4. Packaging & Storage

Items are returned clean, dry and carefully packaged.
We recommend unpacking your items promptly upon return to allow them to air naturally.
If items are not claimed or delivery is refused, additional redelivery charges may apply.

5. Failed Deliveries & Incorrect Addresses

Customers are responsible for ensuring the correct delivery address is provided.

If a parcel is returned to us due to:

An incorrect address
Failure to collect
Refusal of delivery

Additional shipping fees will apply for redelivery.

6. Loss or Damage in Transit (Return Journey)

In the unlikely event your return parcel is lost or damaged in transit:

Please notify us within 48 hours of expected delivery.
We will liaise with the courier to investigate.
Compensation, where applicable, will be limited to the courier’s insured value unless additional insurance was requested.