Outdoor Exclusive is continuing in the A.S. Adventure Group

Frequently asked questions

What is the reason for Outdoor Exclusive continuing in the A.S. Adventure Group?

Outdoor Exclusive is part of the A.S. Adventure Group, a Belgian group of outdoor store chains including, among others, A.S. Adventure in Belgium, Bever in the Netherlands, Cotswold Outdoor in the United Kingdom and McTrek Outdoor Sports in Germany. In order to serve our customers better with the best outdoor deals, Outdoor Exclusive is being continued in the various other chains.

This means that, from now on, you will no longer find the best outdoor deals through Outdoor-Exclusive.com, but through A.S. Adventure, Bever, Cotswold Outdoor of McTrek Outdoor Sports.


Up to when will the Outdoor Exclusive web store remain open?

Outdoor-Exclusive.com will remain open up to and including Thursday, 30 August 2018. This will be the last day on which the web store will be online and on which you can place orders. Order processing and customer service will, of course, continue after this date until the last orders and returns have been processed.


What will happen to the Outdoor Exclusive web store?

Thursday, August 30 will be the last day on which the web store will be available in the current form. The web store will be taken offline on Friday 31 August, and it will no longer be possible to place orders on it.


When the Outdoor Exclusive web store closes, where can I then find great outdoor deals?

The best outdoor deals can now be found at the other store chains within the A.S. Adventure Group, such as A.S. Adventure in Belgium, Bever in the Netherlands, Cotswold Outdoor in the United Kingdom and McTrek Outdoor Sports in Germany.

As a lover of the best outdoor brands, would you always like to be informed about the best offers? Then sign up for the newsletter of:

In that way, you’ll always be up to date with the latest products and the best offers!


Ordering

Can I still order as usual from Outdoor Exclusive?

Yes, you can still order up to and including Thursday, 30 August 2018. Until that time, you can simply continue to profit from the best outdoor deals with the very best brands.


How can I know that paying Outdoor Exclusive is safe, now that the Outdoor Exclusive web store is closing?

We guarantee you that paying Outdoor Exclusive is and remains safe until the last day. If you still have any questions about your payment or order after 30 August, customer service will still be available.


What about the money I’ve paid for an order - will it not disappear?

The money is completely safe and will be refunded in case of a return or cancellation. The web store of Outdoor Exclusive is closing, and there is no question of bankruptcy, so your money will only be used for the delivery of the products ordered by you.


I have a discount code/voucher; can I still use it?

Discount codes and discount vouchers remain valid as long as you can still order. That is, until Thursday, August 30, 2018.


If I order something now, will this order still be delivered?

You can be sure that all orders that are placed up to and including Thursday, August 30, 2018 will be delivered as normal in accordance with the delivery date valid for your order.


The expected delivery date is later than the closing date of Outdoor Exclusive: will that be a problem?

That’s not a problem: the web store is going offline, but placed orders will be delivered according to the delivery period valid for your order.


Can I still add items to an already existing order?

This is only possible up to and including Thursday, 30 August 2018, as you can place an additional order up to then - on the condition that you don’t change the shipping address. Place both orders and then contact customer service directly through team@outdoor-exclusive.com. The additional shipping costs will then be refunded.


Can I still change or cancel my order?

As long as your order has not yet been sent out from our warehouse, we can still adjust it for you. If there is an error in the address details, if you have ordered a wrong product, or if you wish to cancel a product or add one to your order, simply contact our customer service through team@outdoor-exclusive.com.

Please note: adding items to/from an existing order is NO LONGER possible after Thursday, 30 August 2018.


I have a question about an order/payment: what should I do?

If you have a question regarding an order or a payment, please contact our customer service through team@outdoor-exclusive.com. Our employees will be happy to help you as quickly as possible. And our customer service employees will also be there for you after 30 August 2018.


Existing orders

I placed an order earlier: what will happen to it?

Don’t worry: all orders that have already been placed will be delivered according to the delivery period for your order.


Could it be that my order will no longer delivered after the end date of Outdoor Exclusive?

In principle no, because the closing of the Outdoor Exclusive web store will not affect the delivery and/or cancellation of your order. Our customer service will contact you in good time if there is a problem with your order.


Shipping and delivery

Now that the Outdoor Exclusive web store is closing, how are you going to ship and deliver?

All orders placed up to and including Thursday, 30 August 2018, will be delivered in accordance with the delivery period applicable to your order.

As always, the delivery will be carried out by bpost and (in the Netherlands) by DHL. As soon as your order has been shipped through our central warehouse in Antwerp (Belgium), you will receive an order number and Track & Trace code from bpost, with which you can track your order. Deliveries in Belgium are carried out by bpost. Deliveries in the Netherlands are carried out by DHL.


I didn't receive a shipping confirmation, now what?

Please contact our customer service through team@outdoor-exclusive.com. Our employees will then check out the problem and immediately look for a solution.


Can I still change the delivery address for my order?

When placing your order, you can choose where you want the order delivered. Did you make a mistake? Then please contact our customer service directly through team@outdoor-exclusive.com. Our employees can then change the delivery address.


I have a question about an order/payment: what should I do?

If you have a question regarding an order or a payment, please contact our customer service through team@outdoor-exclusive.com. Our employees will be happy to help you as quickly as possible.


Returns

Can I still return my purchase after the web store of Outdoor Exclusive has closed?

As a consumer, you have the right to cancel your purchase within 14 days without giving a reason. The closing of the Outdoor Exclusive web store does not change anything about this 'approval period'. The 14-day 'approval period' starts on the day after the receipt of the article. If you have ordered multiple items in one go, you can cancel up to 14 days after you receive the last item. After cancellation, you must return the item to us within 14 days.

The shipping costs of a return shipment from the UK are £2.50.
You can send your return shipment to our freepost. You can get the return sticker by going to the royal mail website: https://www.royalmail.com/track-my-return/pick-a-retailer. The cost of £2.50 is deducted from the amount to be reimbursed. For example: if you ordered something worth £50 and you return it to our freepost, we will reimburse you £47.50.

The shipping costs of a return shipment from the Netherlands are €2.95.
You can send your return shipment to our freepost, which can be found on the supplied return form. The costs of €2.95 are deducted from the amount to be reimbursed. For example: if you ordered something worth €50 and you return it to our freepost, we will reimburse you €47.05.

Return shipment from Belgium and other countries.
Other return conditions apply for a return shipment from Belgium and other countries. Sending a return shipment to freepost is not possible from these countries. You can return your order to: Outdoor Exclusive Congobootstraat 16, 2660 Antwerp, Belgium.


How can I return my purchase?

You can return your order to us by post. We request that you return the invoice (or a copy of this invoice) in the packaging, if possible. Costs for returns differ per country, see the return conditions. For a fast and correct settlement, it is important to use the return form you received with your order.
If you no longer have this return form, then contact our customer service. We are glad to help.


What are the return conditions of Outdoor Exclusive?

The article must be unused and complete, of course, with the original packaging where reasonably possible. Trying on clothes is no problem. If you try on shoes, you must always do this indoors. If you have damaged the product, we can charge you for this. You are only liable for the depreciation of the goods that results from the use of the goods, or that goes beyond what is necessary to determine the nature, characteristics and the functioning of the goods. Return shipments are at the risk of the buyer. This means that Outdoor Exclusive is not responsible for the damage or loss of returned items. You should therefore always ask the postal agency for a shipping receipt, which you should then keep in a safe place.


Is it possible to exchange delivered items for a different colour or size?

It is not possible to exchange items, because we do not keep stocks ourselves. Our offers are temporary, and we only order the items that are purchased by our members.


How can I return my purchase?

You can return your order to us by post. We would like to ask you, where possible, to include the invoice (or a copy of that invoice) in the packaging. The costs of returns vary per country, please refer to the return conditions. For quick and correct handling, it is important that you use the return form you received with your order. Do you no longer have the return form? Simply contact our service desk: we’ll be pleased to help.


When can I expect to get my money back?

We will refund all received payments, in the same way in which you paid, as soon as possible, but no later than 14 working days after receipt of the articles or upon receipt of the cancellation notice. Have you paid us the shipping costs for your order, and are you returning the complete order? Then we will also refund these shipping costs to you.


I received an e-mail about a deposit, but have not yet received any money, what now?

We are probably waiting for an account number to which we can refund the purchase price. You can send this to us through team@outdoor-exclusive.com. The purchase price will be refunded to your account as soon as possible, but no later than 14 working days after receipt of the return.


I paid by credit card, but have not received any money for the returned item, what now?

We will refund the purchase amount to your credit card as soon as possible, but no later than five working days after receipt of the article or upon receipt of the cancellation notice. You can check this on the (online) overview of the bank or the issuer of your credit card.


I paid with gift vouchers, what happens in the case of a return?

Because the Outdoor Exclusive web store is closing, we cannot refund your return with credit vouchers. In this case, your credit will be refunded to an account.


What about the guarantee on the products I have ordered?

The guarantee conditions of the manufacturer will remain in force. For questions like this, that arise after the closing of the Outdoor Exclusive web store, you should best contact the respective producer.


My question isn’t there, what now?

Do you have another question? Then please contact our customer service through team@outdoor-exclusive.com. Our employees will be happy to help you as quickly as possible.


Would you like to continue to benefit?

Would you like to continue to benefit from great outdoor deals?

As a lover of the best outdoor brands, would you always like to be informed about the best offers? Then sign up for the newsletter of:

In that way, you’ll always be up to date with the latest products and the best offers!