Use the links below to find answers to your questions.
We're very sorry that there seems to be a problem with your password. Please reset your password through the My Account section on the website. A new password will be emailed to you, which can be changed to something more memorable next time you login.
Please ensure that you enter the new password exactly as provided. It is case-sensitive and will not allow login if any of the letters are supplied in a different case. If you are not sure of the characters in your new password, copy and paste the password from the e-mail directly into the password field, making sure you only select the characters of the password without any extra spaces.
Please note that if you have requested more than one reminder password in a short space of time, a new password is generated each time (invalidating the previous one), so please check that you are using the latest password that was generated. If in doubt, wait 15 minutes to allow any pending e-mails to arrive before generating another reminder.
Please ensure you have copied and pasted the new temporary password from the email we sent you. The password is case sensitive and on occasions doesn't work if typed in manually. If the password set no longer works, please click on "forgotten password" within My Account and a new password will be sent to you in an email. Please copy and paste the password issued to you (ensuring no gaps are either side as it is case sensitive). You can then change your password to something more memorable when you are successfully logged into your account.
Don't worry, we will still have your email address and other details saved in our system. Please go to the My Account section on the website, enter your email address and select the forgotten password option. A temporary password will be sent to you via email, which can be changed to something more memorable next time you log in to your account.
Yes, just email us with your full name and email address and we will close your account.
No - once your order has been placed and accepted into our system then I'm afraid we are unable to make any changes.
Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us.
In this case, we will refund the price of the item in full, including the cost of sending the item to you. However you will be responsible for the cost of returning the item to us.
In all cases, the goods must be in their original condition and will be inspected on their return. If you decide to cancel your order under the terms outlined above then you must let us know in writing (email is fine), quoting the order number.
You can pay using your credit or debit card that either is a VISA, Master Card, Switch, Maestro, Delta, or American Express card. It is imperative that you provide the cardholder's name as it is shown on the card, and address exactly as it appears on the card statement. We also accept PayPal.
We are unable to accept payment by cheque, Style cards, Solo cards, Duet Cards, cash, postal orders or gift vouchers.
To give you even more confidence in shopping online with Naylors, we have introduced Verified by Visa and Mastercard® SecureCode™. These services enhance your existing credit/debit card accounts against unauthorised use when you shop with us.
To use this service, you must first register with the bank or other organisation that issued your card.
We regret that we are currently unable to accept credit/debit cards that are registered outside of the UK.
If you are facing errors on the payment screen and are using a valid credit card, please ensure you have done the following: 1. You have selected the correct payment method 2. You have entered the card number ensuring no gaps 3. You have entered the start date and issue number (if applicable) 4. You have ensured the billing address is a correct match to the card. If you are still having problems with our checkout, please do not hesitate to email us and we will endeavour to help you further. Please check with your card provider that the attempted payment has not resulted in funds being held in error.
When your order is accepted and you have received an email to confirm your order details, we will take payment immediately.
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. 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 to you.
Yes. Please email us with your order number and we will arrange to send your VAT receipt in the post to you.
Once you have added items to your shopping basket you may select a delivery method and then enter your discount code before continuing through to the checkout. Please ensure you enter the code correctly and then click "Apply". This should refresh the basket page and display the discount. If the code is not valid a red message will appear at the top of the page and the discount will not be applied. Some products may be excluded from promotional discounts, and you can find details of this on the promotion Terms and Conditions page.
Please email us with details of the items you require including quantities so that we can check availability and get back to you with the best possible price.
If the item you require is not listed on our website then you will not be able to place an order for home delivery although we add products to the site frequently so please keep checking! You may also contact your local store to order item/s (subject to availability) or send us an email with details of the item you require and we'll do our best to help you.
Placing an order with Naylors is easy. Here are the steps you need to follow to place an order:
Once you have entered your order, delivery and payment details you will be asked to click to "Complete Order". It will take a few moments for the payment to be authorised and your screen should then refresh automatically to reveal your order number and order confirmation. You should also receive an email shortly afterwards to confirm your order.
If this does not happen then it is unlikely that we have received your order, however please feel free to Contact Us if you would like us to check.
Once you have completed the checkout process you will be given an order reference number and we will 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 quickly.
If your order status is "Processing" this means that we have received your order and that it is waiting to be picked and dispatched by our Internet Team.
To find products you may browse through the categories listed on the naylors.com website, 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 six 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:
No, you can shop at Naylors 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.
If you find the item cheaper elsewhere, please view our Price Promise information.
Unfortunately at the moment the Naylors Loyalty scheme cannot be used online.
We offer UK Standard Delivery. We do not offer International Shipping currently. Visit our delivery page to view our current delivery information
Visit our delivery page to view our current delivery information
The carrier we use to deliver your parcel depends on its contents, value and weight. All of our carriers will attempt a delivery at your front door before opting to leave the order with a neighbour, leave it in a safe place or take it back to the depot. In all cases of a failed delivery attempt, they will leave a card to let you know what they've done.
Yes, although this does depend on the value of your order and the courier’s personal judgement on how appropriate this method of delivery is for each delivery attempt.
Yes!* Simply follow the link in your dispatch email and our carrier will show you where they’re up to with your delivery.
We can deliver Standard Delivery orders to the whole of the UK; however the following postcode areas are excluded from Next Day Delivery and will be sent on a Standard Service: BT (all Northern Ireland), GY, IM, JE, KW11-17, HS, PH32-35, ZE
Due to international carrier restrictions, certain products we sell are not eligible for international delivery. This will be detailed both in the item's product description and at the checkout stage if you add these items to your basket.
You can track your order online using our tracking service. Simply follow the link in your dispatch email or the My Account section of the website and our carrier will show you where they’re up to with your delivery. In the unlikely event that there’s a problem with your order, we will contact you either by phone or email to let you know, however if there is something you’d like to discuss please feel free to contact our Customer Care Team.
Full information about our services along with postal and in-store returns can be found on our Returns & Refunds page – please visit Returns & Refund.
You have 28 days from when you receive your order to decide if you want to return it back to us.
If you are concerned that your item may be faulty please let us know straight away by contacting our Customer Care team
The warranty period varies per brand and product. Please contact our Customer Care team if you have a warranty query.
We do not offer exchanges. Online orders can be returned to store or by post for a full refund.
Your refund will be processed to your original payment method.
This depends on the reason for your refund.
Let's start with returns. If you used our Returns Portal, we expect the carrier to have returned your order to us within 10 days of you passing your return to them. If you used an independent carrier to return your order, you should check with them for their delivery timescales. You can usually track the parcel's journey via the carrier's website.
Once the parcel has arrived with our returns team, we aim to process it within 14 days. This marks the item(s) as returned and triggers a refund.
Once the refund process has started, we expect the refund to be back with you within 5 working days. This timeframe can vary according to your payment provider.
If the refund was due to a cancellation, we'll cancel them from the order which will trigger a refund back to your method of payment. We will do this as soon as possible and by no later than 30 (thirty) days from the date of your order. Once the cancellation has been confirmed and the refund process started, we expect the refund to be with you within 5 working days. This timescale can vary according to your payment method.
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.
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 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 within the UK. For details of our stores and opening times please use the Store Finder on our website.
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:
Reviews are not the opinion of Go Outdoors Retail Limited (t/a “Naylors”)
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 Go Outdoors Retail Limited, 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.
If your question is not listed on our help centre then please feel free to Contact Us.
Sorry but at this time we are unable to process orders via telephone.
We aim to contact you within 48 hours of receiving your e-mail.
Please use the following address for queries and complaints:
Naylors, Go Outdoors Retail Limited, Hollinsbrook Way, Pilsworth, Bury, Lancashire, BL9 8RR.
Check you have entered the code exactly as it was provided, including any special characters. Some products may be excluded from promotional discounts and you can find details of this on the promotion Terms and Conditions page. 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.
Please try again by visiting the website and entering your email address in the box located at the bottom of the home page and then just click to sign up!
Naylors 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, are given good working conditions in a safe environment. We expect all our business partners to operate on the same principles.
Sorry to hear that you are having an issue. For us to help you further please quote the following to our customer care team.
