Frequently asked questions

Everything about delivery, returns, ordering, payment and the teepees themselves — answered plainly. If yours isn't here, ask us: a UK team answers every message within 24 hours, Monday to Friday, 9am – 5pm UK time (GMT/BST).

DELIVERY & RETURNS

Delivery & returns

Where do you deliver?

Everywhere in the United Kingdom — England, Scotland, Wales and Northern Ireland. We don't currently ship outside the UK.

How much does delivery cost?

Delivery is £2.90 to any UK address, tracked. The same price whatever you order, shown again at checkout before you pay.

How long does delivery take?

Your teepee is prepared and packed at the workshop within 0–2 working days, then allow 7–14 working days for delivery — so most orders should arrive within 7–16 working days of ordering. If it hasn't arrived within 14 working days of dispatch, tell us and we'll chase it.

How will I know it has been sent?

You get an email with a tracking link the moment your parcel leaves us. If it isn't in your inbox, check your spam folder, then message us with your order number and we'll resend it.

Do Highlands, Islands and Northern Ireland cost more?

No. It is £2.90 flat to any UK address, with no surcharge for Highlands, Islands or Northern Ireland postcodes.

How do I track my order?

Use the tracking link in the email we send when your parcel leaves us. It updates at each scan as the parcel moves through the courier's network.

My tracking hasn't moved. Is something wrong?

Usually not — parcels can sit at a depot without picking up a scan. If nothing changes and you are worried, contact us with your order number and we'll chase the courier for you.

My tracking says delivered, but nothing has arrived.

Check with neighbours and any safe place first — couriers often leave a card. If it is still missing, tell us and we'll open a claim with the courier and send a replacement or refund.

What is your returns policy?

You have 30 days from delivery to change your mind, for any reason. Send it back within a further 14 days and we refund in full — the original box helps but isn't required. Faulty items are covered separately and we pay the return postage. Full policy.

How do I return an item?

Tell us by contact form, email or phone with your order number. We reply within 24 hours with the returns address and a reference. Please don't post to our registered office — it isn't a returns address.

I've missed the 30-day window. Is it too late?

For a change of mind, yes — but get in touch anyway; if there's a fault we're still responsible under the Consumer Rights Act for six months.

When will I get my refund?

Within 14 days of the teepee reaching us, to the card or account you paid with.

ORDERING

Ordering

Where do I find my order number?

At the top of your order confirmation email, in the format #1001. Quote it in any message and we'll find you straight away.

I haven't received my confirmation email.

Check your spam or promotions folder first. If it isn't there within an hour, the email address on the order may have a typo — contact us and we'll fix it and resend.

Can I change or cancel my order?

Yes, right up until your parcel leaves us — contact us as soon as you can with the order number. If it has already left, simply return it under the 30-day policy.

I entered the wrong delivery address. What happens?

Tell us immediately. If your parcel has not left us we change the address at no cost. If it has, we'll try to redirect it with the courier; if that fails, the parcel comes back to us and we resend it to the right address.

An item is missing from my order, or you've sent the wrong one.

Sorry. Photograph what arrived and the label, send it with your order number, and we'll send the right item straight away and cover any return postage.

The teepee I want is out of stock.

Every design is the same build, so a second colour is a genuine alternative — try the teepee finder. Every design is made to order, so nothing is ever discontinued mid-season.

Do you have a shop I can visit?

No — we sell online only, which is part of how we keep our prices down. If you'd like to check a colour, email us and we'll send extra photographs in daylight.

Do you sell mats and cushions separately?

Not yet. Choose the Cosy set (+£30: padded mat and two cushions) or the Full den set (+£70: mat, four cushions, storage basket and garland) on the product page.

PAYMENT

Payment

Which payment methods do you accept?

Visa, Mastercard, PayPal, Apple Pay, Google Pay and Shop Pay.

Which currency will I be charged in?

Pounds sterling. Prices include VAT where applicable, and the total at checkout is the total you pay, including the £2.90 delivery charge.

Is it safe to pay on your site?

Yes. Payments are processed by Shopify Payments over an encrypted connection. Your full card number never reaches us and is never stored on our systems.

Where do I enter a discount code?

At checkout, in the box on the right (desktop) or under "Show order summary" (mobile).

My payment was declined.

Most declines are the bank's fraud check on a new retailer. Try again, or use PayPal or Apple/Google Pay. If it still fails, contact us and we'll send a secure payment link.

Can my refund go to a different card or account?

No — refunds go back to the payment method used on the order, by law. If that card has expired, your bank will redirect the money to your account.

SERVICE & GUARANTEES

Service & guarantees

My teepee arrived damaged or faulty. What do I do?

Photograph the item and the packaging and send them with your order number. We replace or refund, and we pay the return postage. Faulty goods are covered by the Consumer Rights Act 2015 for six months.

How do I contact you, and how fast will you answer?

Phone +44 7450 334 531, email hello@teepeetents.com, or use the contact form. We're a UK team answering in English, Monday to Friday, 9am – 5pm UK time (GMT/BST), and every message is answered within 24 hours — usually the same working day. Anything that arrives at the weekend is answered on Monday.

How can I help you answer faster?

Put your order number in the first line, and attach a photo if it's about a delivery or a fault. For sizing questions, send the room measurements.

Who is behind Teepee Tents?

InceptionWeb Ltd, a UK company (number 14433477) with its registered office at 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. We are the UK importer and the business responsible for every teepee we sell. More about us.

What do you do with my personal information?

We use it to fulfil your order, and — only if you opt in — to email you. We never sell it. Privacy policy.

THE TEEPEES

About the teepees

What age is a teepee suitable for?

Three to twelve on their own. Under three, keep an adult in the room — a fixed frame is not a pop-up.

How big is it, and will it fit a small bedroom?

110 × 110 cm on the floor and 150 cm high (160 cm for the Fox & Bear). Allow a clear square of about 1.3 m. Fine in most UK bedrooms, snug in a box room. Try the masking-tape test.

Does it really stay up?

Yes. Cheap tents fall over because their poles come in segments joined by plastic; ours are four solid pine poles, each one piece, held in sewn cotton sleeves. Pull the top fixing tight and push each pole fully home — a loose top is the only common cause of a wobble.

What is it made of?

100% cotton canvas on four solid pine poles with no plastic connectors. Cut and sewn in a workshop in Poland.

How long does assembly take?

About five minutes, no tools. Slide the poles into the sleeves, stand it up, fix the top. Taking it down is quicker, and it folds flat behind a door.

Is a mat, cushions or garland included?

Only with the set that includes them. Teepee only is canvas, poles and leaflet. Cosy set adds the padded mat and two cushions. Full den set adds four cushions, a basket and the garland. The lamp, books and toys in the photographs are styling.

Can I use it in the garden?

On a dry day, yes. Cotton canvas isn't waterproof, so bring it in before rain. For something that lives outside, see the Hanging Tipi Hammock.

How do I wash it?

The canvas lifts off and goes in the machine at 30°, or hand wash. Line dry — cotton shrinks in heat. The poles just need a wipe.

Is it safe? What certification does it carry?

Our teepees are CE marked to European toy safety standards.

Sensible precautions still apply: supervise younger children, keep it away from heaters and open flames, and don't hang anything with cords or ribbons inside it.

Still need help?