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Frequently Asked Questions
Here is a list of FAQs that might answer a question you may have. If it has not been answered, please click on our contact page, where you can contact us via telephone or email, or find details on how to visit our centre.
Q) What happens if I order the wrong size awning or the wrong product?
A) We have taken steps to try and help you avoid this by including as much information about our products on our website, such as their sizes and weights. We also have provided contact details on our website so you can contact us and we can help you if you need further assistance. If in the case the item is the wrong size or you have ordered the wrong item, we are happy to accept the item back within the time frame mentioned on our returns page, which you can view by clicking here. However, you are liable for the cost of the postage back to us. This applies to all items.
Q) I have received an item that is damaged/broken, what should I do?
A) As soon as you receive your delivery we recommend you check your parcel for damages. If in the rare instance that you do receive a broken/damaged item, you must immediately contact us. We have a range of options available depending on the damage, such as a partial refund, exchange, or full refund with the item returned back to us.
Q) How long do I have to return my order?
A) You have 14 days after delivery to cancel your contract with us. You then have a further 14 days once we have been notified to return your order to get the goods back to us in their original packaging in an unopened and unused condition.
Q) How do you process returns?
A) Once your item has been returned back to us, we inspect the goods and check for any signs of use, damage, or missing parts. Once this has been completed, a refund will be issued.
Q) When will I receive my refund and how do I know if it has been processed?
A) You will receive a confirmation email from a member of our team to inform you the refund has been processed. This will usually take 3-5 days to show in your bank account.
Q) Are all orders sent from your showroom?
A) 90% of our products are on-site in our shop and will be dispatched directly from us. There are a small number of items that will come directly from the manufacturer to your address.
Q) Are all of your products online?
A) We are constantly updating and adding new products to our website. However, if you require an item but can not see it on our website, please do get in touch by email or give us a call.
Q) How do I know what awning and size I need?
A) By using our Contact Us page you will be able to chat with a member of our expert awning team. This will ensure you get the right awning for your needs and more importantly for your caravan or vehicle. If it is a full awning you require, we are able to check what size you need or alternatively advise how to measure for a porch awning. We can also discuss how you plan to use it, meaning you can get the right size and fabric for whatever adventures await. If you would like to speak to a member of our team, please call us on 01962 714844 option 2, or you can email us on shop@winchestercaravans.com
Q) Do you sell Caravans and Motorhomes?
A) Yes! We stock a wide range of new Bailey & Swift caravans as well as Volkswagen Camper King campervans and a selection of motorhomes. We have a good selection of pre-owned caravans from a range of manufacturers including Bailey, Swift, Coachman, Compass, Adria and more! Visit our website for more information www.winchestercaravans.com
Q) Can I pay for my order online and collect it from your shop?
A) Yes, we offer a Click and Collect service on our website, which you can select at checkout. You will then receive an email once your order is ready to collect. Due to stock moving quickly some items may need to be ordered in from the Manufacturer, this means your order may not be ready to collect for a few days. This will all be mentioned in the confirmation email if it applies.
Q) Do I need an account to place an order online?
A) You do not need an account to place an order online. However, we advise registering with us so that you can keep a tab on current orders, and view your previous order history. You can also subscribe to our mailing list so that you are among the first to hear about our special offers and promotions.
Q) Do you sell gas?
A) Unfortunately we do not sell gas. There are some garden centres in our local area that do supply gas.