Quick answers to the questions we hear most. Cannot find what you are looking for? Our team is happy to help.
Orders & Delivery
How long does delivery take?
Most in-stock orders ship within 2 working days. Tents and other large items ship in 3 to 5 working days. You will receive a tracking link by email as soon as your order leaves our warehouse.
Do you ship internationally?
Yes. We ship worldwide, and orders over $500 qualify for free express shipping. Duties and import taxes depend on your country and are shown at checkout where we can calculate them.
Can I change or cancel my order?
You can change or cancel an order within 2 hours of placing it. After that it may already be in the warehouse, so contact us and we will do our best to help.
How do I track my order?
Use the tracking link in your shipping confirmation email, or sign in to your account and open My Orders.
Warranty & Repairs
What does the warranty cover?
Every CampAtelier product is covered against manufacturing defects for 24 months from the date of purchase. Normal wear and tear is not covered by the warranty, but it is always repairable for a fixed fee.
How do I start a repair claim?
Open the Care & Repair Portal, describe the damage with our visual inspector and upload a few photos. We will send you a pre-paid shipping label and keep you updated at every step.
How long does a repair take?
Most repairs are completed within 10 working days of your gear arriving at our workshop. Larger restorations, such as re-stitching a full canvas, can take up to 4 weeks.
Can I repair my gear myself?
Of course. Our DIY Repair Guides walk you through the most common fixes, and we sell the spare parts and patch kits you will need.
Returns & Refunds
Can I return a tent?
Yes, as long as it is unpitched and unused, within 30 days of delivery and in its original packaging.
How do I return an item?
Start a return from your account or contact us with your order number. We will send you a return label, and your refund is issued within 5 working days of the parcel arriving back.
Who pays for return shipping?
Returns are free if the item arrived damaged or faulty. For change-of-mind returns, a small shipping fee is deducted from your refund.
Products & Care
How do I care for a canvas tent?
Pitch it dry, air it out after every trip and never pack it away damp. Brush off dirt rather than washing it, and re-proof the canvas once a year. Our care guides cover each step.
Which tent size should I choose?
As a rule of thumb, choose a tent rated for one or two more people than you plan to sleep, so there is room for gear. Our Setup & Sizing Guides and the Custom Campsite Builder can help you decide.
Are your materials sustainable?
We use organic canvas, FSC-certified timber and recycled metals, and we ship in plastic-free, recyclable packaging.
Still Have a Question?
Send us a message and a member of the CampAtelier team will reply within one working day.