FAQs

As soon as your return has been received and checked by our returns team, we'll email you to let you know.

In the unlikely event that you haven't received an email within 14 days of returning your items, contact our Customer Service team and we'll help you out.

Make sure you let us know your original order number, which items you have returned and any delivery reference numbers when you contact us.

Once you have completed the checkout process you will be given an order reference number. We will then send you a confirmation email to the email address that you provided at the time of the order. The email will detail your order that you have placed with the order reference number, products and total order value. It is important that you retain the order reference number to ensure that we can resolve any queries that you may have about your order in a timely manner.

If your order status is "Processing" this means that we have received your order and that it is in the process of being picked and despatched.

You can pay using either credit or debit card online. We currently accept Visa, Visa Delta, Mastercard and Switch/Maestro. We are signed up to the Verified by Visa and Mastercard Secure schemes, which provide extra protection for you when shopping online. We can also accept payment via Paypal, v12 finance and Klarna finance on selected products. For full details see our Privacy Policy.

We regret that we are currently unable to accept payment by American Express.

No. All our prices are inclusive of VAT. However we are able to provide a VAT receipt upon request. Please email us with your order number and we will arrange for your VAT receipt to be posted or emailed to you.

To find products you may browse through the categories listed on the left of the Tiso.com homepage, or if you already know what you are looking for then use our keyword search, which is located at the top of every page on the website. Please enter either the 12 digit product code or a brief description of the item. To place an order simply add the item/s to your shopping basket and then follow these simple steps to place an order:

1. Sign in
2. Enter a delivery address
3. Provide payment information
4. Review and place your order

When your order is accepted and you have received an email to confirm your order details, we will take payment when your order is placed.

Please remember that even if your order is not accepted, some card issuers may still reserve the money, meaning you can't use it for a short period.

No, you can shop at Tiso.com without needing to register. If you choose not to register, we will not hold your details for any reason other than the purpose of your transaction. For further transactions you will need to tell us your details again. However, registering will enable you to track your orders online, view your full order history, update your personal details, manage your address book and change your payment details, all in one secure area. You will also be able to purchase more quickly and easily if you're logged in.

Yes, Please email us with your order number and we will arrange to send your VAT receipt by post or email to you.

Yes, just email us with your full name and email address and we will close your account.

To check availability against a specific product please feel free to call the store directly, who are normally happy to reserve items for a limited time.

We regret that we are currently unable to transfer sale stock between different stores.

For local store contact details and opening hours please use our store finder section on the website.

No, all our stores are in Scotland. For details of our stores and opening times please use the store finder on our website.

Please use our store finder to search for local stores and opening times.

Yes! The staff in-store are able to help you place an order for items that are showing as available online, you can choose whether to get it dispatched to a home or work address, or one of our stores for collection.

Delivery of these orders to a home address or eligible store takes no more than 5 days.

To Store.

Just pop down to your local Tiso store, take your despatch note and the goods you want to return, and the store team will be happy to offer you a refund or exchange.

Visit our Store Finder to find your local store.

By Post.

You can make your own arrangements through any postal carrier but we recommend you use one who can give you a "Certificate of Posting" as, until the parcel reaches us, it's your responsibility.

Returns Address:

Tiso Online,
41 Commercial Street,
Edinburgh,
EH6 6JD.

We offer a returns policy of 60 days on full priced items from the day you receive your product for returns and exchanges. For sale items you have 14 days to notify us of your intention to return and a further 14 days from this date to return the items to us. This does not affect your statutory rights.

If you are concerned that your item may be faulty please let us know straight away by taking the item into your local Tiso store or by contacting our customer care team. We will try and resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover a problem.

You may exchange an item by returning it to any store. Please use our store finder for local store details and opening hours. You can also return goods by post for an exchange to our returns address.

As soon as your return has been received and checked by our returns team, we'll email you to let you know.

In the unlikely event that you haven't received an email within 10 days of returning your items, contact our Customer Service team and we'll help you out.

Make sure you let us know your original order number, which items you have returned and any delivery reference numbers when you contact us.

If you feel that we have processed your refund incorrectly, please contact us with your order details so we can investigate and sort out any problem as soon as possible. However please also consider the following:

• Your delivery charge is non-refundable except where goods are faulty, we have sent you the wrong item or you cancelled the order under the Distance Selling Regulations.
• If your original purchase was part of a multibuy promotion e.g. "buy one get second half price", and you have returned one item or part of the original multibuy offer, then you will be charged full price for the remaining items, which will be reflected in the amount we refund you.

Yes, all our stores give DofE participants a 15% discount off many full price items upon production of a valid membership card. The discount can also be used online with the discount code on the reverse of your DofE card.

Yes, all our stores give D of E leaders a 20% discount off many full price items upon production of a valid membership card. If you wish to use this discount online please contact our customer service team for assistance.

Yes, all our stores give Scouts a 15% discount (Leaders 20%) off many full price items upon production of one of the following:

• Membership Card
• Leader Warrant Card
• Neckerchief/Scarf

Yes, all our stores give Girl Guides a 10% discount off many full price items upon production of a valid membership card.

At this time we are unfortunately not able to offer a discount to Ramblers Association members.

Yes, all our stores give the Armed Forces a 10% discount off many full price items upon production of a valid MOD card. If you wish to use your discount online please contact our customer service team for assistance and further information.

At this time, we are not able to offer a Y.H.A discount

Yes, we offer students 10% OFF available online through UNiDAYS, find out more on our UNiDAYS page

Yes, we accept blue light discount online only, please check with the blue light website for your unique 10% OFF code,

10% Off Full Price Items. Discount available on full price items only, and excludes Bikes, Watersports, Electronics, Skis, Gift Cards, Arc’teryx and Hilleberg lines. We reserve the right to amend or change this offer at any time.

At this time we are unfortunately not able to offer a discount to RSPB members.

At this time we are unfortunately not able to offer a discount to Camping & Caravanning Club members.

Yes, all our stores give MCofS members a 10% discount off many full price items upon production of a valid membership card. The discount cannot be applied online.

We ask that you post a review that will be relevant for the lifetime of the product. We often edit (i.e. shorten) reviews to remove the following:

• The price of the product or other details of our/our competitors' current promotions
• Customer Service/Delivery comments
• Website Errors/Mistakes. Mistakes brought to our attention will be rectified as necessary.
• Legal Interest
• Incorrect Manufacturer Reference
• Foreign Language
• Spam/Duplicate
• Presence of a URL
• Inappropriate/offensive language
  
  Reviews are not the opinion of Tiso Ltd.

We use the latest technology to ensure that all personal and transactional information is protected to the highest standards. We never make your personal details available to companies outside of Tiso Group and affiliated companies, although our Customer Advisors may hold your data so that your details and order can be processed and your account maintained. Please see our Privacy Policy for more details.

Your security is one of our top priorities. Whenever you log on to the site you should see a padlock symbol at the bottom of your web browser on the secure parts of our site. (Please note that the padlock will only appear on some web browsers). The URL will also start with "https://". You can therefore be confident that you are shopping in a secure environment.

Try hitting the refresh button after you have entered the code and clicked to apply the discount. If you are still having a problem and have obtained a discount code from a third party then it is possible that the offer or discount has expired.

We do not sell replacement sets of poles for tents. However you can purchase a tent pole repair kit either in store or from our website (subject to availability).

Most kits include:

• 7 individual pole sections
• shock cord
• threading wire
• spare metal ends and connectors

If you are unsure what size you need then please take your broken pole into any one of our stores so that our store team can advise you.

Most synthetically insulated sleeping bags can be washed at home by carefully following the guidelines on the manufactures care label.

We would recommend that down insulation sleeping bags are professionally cleaned.

Periodic cleaning of down products is essential to maintain maximum loft and long life. Annual cleaning for products used occasionally is suitable, however, a down product should be cleaned after 30-45 days of continual use.

We would recommend that any down garment is cleaned professionally by a specialist, however, you can clean at home by following the directions below and ensuring that any instructions on the care label are followed.

Hand washing:

This is the best way to protect a down product when washing it and allows for stains to soak out. You should use a non-detergent soap, lukewarm water and gently rub out any stains with care. DO NOT lift your down item up if it is heavy with water because the down will clump together and fall to the bottom. You must rinse the soap thoroughly and push the water out of the item gently. Do not allow long periods of time between washing and drying, because the feathers will clump together if left to dry naturally.

Machine washing:

Some garments can be machine washed but you must always consult the manufacturers instructions (usually printed on the sewn in label). If the cleaning instructions allow it you can wash your down item in a normal washing machine in COLD water, on a gentle cycle. Put it through a cycle twice. Do not use bleach or fabric softeners.

Tumble Drying:

How you dry your garment is probably the most important part of the cleaning process. DO NOT hang out to dry as the feathers will clump together at the bottom of the jacket. You must use a tumble dryer with NO HEAT in order to re-loft the feathers. Ideally, we recommend that you place tennis balls in the tumble dryer as this helps to separate the feathers whilst drying. The garment must be completely dry to avoid clumping or permanent damage.

Dry Cleaning:

We do not recommend this unless you deal with a dry cleaner that specialises in cleaning down products.

We are not able to repair poles, however we sell tent pole repair kits both online and in our stores.

If your question is not listed on our help centre then please feel free to email hello@tiso.co.uk or if you would rather talk to us, then call on 0131 561 2010.

We aim to contact you within 48 hours of receiving your email.

Please see our contact us page for up to date information.

We aim to contact you within 7 days from the receipt of your letter. If you have not heard from us, please feel free to contact us.

Please use the following address for queries and complaints:

Tiso Online, 41 Commercial Street, Edinburgh, EH6 6JD.

Tiso take their responsibilities very seriously when it comes to working with suppliers that employ a fair work ethic. We enforce a strict code of conduct to ensure that the people involved in producing our products are treated humanely and are given good working conditions in a safe environment. We expect all our business partners to operate on the same principles.

If you would like Tiso to sponsor your charitable event then please send the details in writing to the address below. Please note that we receive a high volume of requests and would suggest that you allow up to 28 days for a response. Tiso Group Head Office, Edinburgh Outdoor Experience, 41 Commercial Street, Edinburgh, EH6 6JD.

Please visit the recruitment section of the website: www.tiso.com/careers.