General Enquiries

How can I contact you?
At Khyam we love hearing from our customers and have a variety of contact options so you can choose the one that suits you. You can call us on 0800 644 4401 or email us at info@khyam.co.uk. If you'd like to message us on Social Media you can get us on Facebook, Twitter and Instagram. There's also a form you can fill out and we'll contact you. For more information as well as our postal address please click here.

 

What do you do with my data?
At Khyam we're committed to protecting your privacy so have policies in place to protect your information. You can read our Privacy Policy here and our Cookie Policy here.

 

How can I change my account details?
You can change your address, preferred payment options and email notifications all on your account by logging into the site. Otherwise, email us at info@khyam.co.uk with the information you would like to change.

Order Enquiries

Can I buy directly from Khyam?
Absolutely! All of our products are available through our website, Amazon and eBay!

 

How do I find my nearest stockist to see a product on display?
We can appreciate that before buying you may want to view the product in person before committing! We have a number of stockists across the UK and a few in mainland Europe. You can find your nearest by putting your postcode into this page. As we are 95% web direct, we provide the option to purchase direct from us and make use of our 90 day Return Policy! You can read more on this here.

 

How do I place an international order?
All of our products are available to purchase on our website. However, it may be best to contact our Sales Team to check the carriage costs. You can do so by emailing info@khyam.co.uk


What is V12 Retail Finance?
With V12 Retail Finance you have the ability to place an order with UP TO 1 YEAR INTEREST FREE CREDIT. More information can be found by clicking here.

 

Why won't more than one discount/offer work on my order?
Offers and discounts cannot be used in conjunction with another, unless otherwise stated. So if you have two discount codes we recommend using the one which gives you the best deal! This does include the offer of Free UK Mainland Next Day Delivery (over £150.00). For more details click here.

 

What are my payment options?
For an online purchase you can pay using a Credit/Debit Card, PayPal or V12 Retail Finance. For telephone orders, you will have to pay with use of a Credit/Debit Card or V12 Retail Finance. For more information click here.

 

How long does it take for a refund to be processed?
Refunds cannot be processed until the order is back with us. Generally, the refund will take up to 7 working days to show in your account. For Credit Card refunds though, this can take up to 30 days to show on your account. The refund is immediate on our end but the time it takes will depend on who you bank with. 

 

What is the order Cancellation and Returns Policy?
We make products that make you want to Invest in Adventure and if they don't we want to know about it. We have a Policy which covers immediate cancellation right up to 90 days from when you purchased. Click here to read more.

 

What are the delivery details?
We want Khyam products to be available to all no matter where they are so we provide affordable worldwide delivery. Our delivery services are completed by UK Mail, and Royal Mail for smaller items. We use Next Day Delivery but our courier doesn't deliver on weekends or Bank Holidays. Should Saturday delivery be required then this is available at a higher fee. Delivery times for orders outside UK Mainland will vary depending on destination. Generally deliveries outside UK Mainland arrive within 5 working days. Please click here for more.

Product Enquiries

Where can I get a copy of the instructions for my tent/awning?
We have these readily available on our website. For current Khyam models please click here. For any older discontinued Khyam model please click here.

 

What does my product Guarantee cover?
The Khyam 12-month guarantee, from the date of purchase, will cover component, material or manufacturing faults which have occurred during normal recreational usage. The Guarantee excludes fair wear and tear, accidental damage and damage resulting from acts of nature, improper care or use. Your statutory rights are not affected. The Manual and Auto Joints on our Quick Erect Models have a lifetime guarantee. Please contact us with proof of purchase in order to take advantage of this. We strongly recommend that you take out a comprehensive Camping Equipment Insurance Policy to cover all your camping equipment.

 

How can I clean my tent/awning?
DO NOT machine wash or tumble dry as this will damage the waterproofing. Inner-tents can be washed in non-detergent soap flakes, or with special products available from your local retailer. The flysheet should be sponge cleaned with warm water only, or cleaned with special products available from your local retailer. Please contact your local retailer for advice.

 

How do I connect my awning to my Campervan, Motorhome or Caravan?
There are numerous different ways to connect our awnings to your vehicle. The best fit can be achieved using the awning rail, but the vehicle must be lined back up again after driving away. Having said this, the alignment can be easily marked by placing a brightly coloured "domed" peg into the ground directly next to the base centre of each tyre on this side of the vehicle. The ?domed? pegs pose no threat to the tyres and can be easily seen and driven up to. This way the fit of the awning to the vehicle will be much better than with straps.

You can use straps to connect your awning to your vehicle so long as you do not have a pop top. To do this you would need to use one of our Kador Convertors which is a 3m section of awning piping/Kador and along the length there are 5 webbing loops to which guy ropes or straps can be secured. The Kador Convertor can then be attached directly to the awning using the Figure of 8 Strip provided with most our awnings. Then the awning can be tied or strapped to the vehicle. We would also recommend that the guy ropes/straps are connected to roof bars/racks and not allowed to contact directly with the paint work of the vehicle. Natural movement of the guy ropes/straps may mark/scratch the vehicle. With this method, after driving away you will not need to line your van up perfectly with the awning.

The third method would be to use one of our Pole and Clamp Kits in conjunction with a series of Sucker Clamps. This way the lining up process is not so critical as the awning is connected up to suckers that you stick to the roof of your vehicle and then run the connection pole through the sleeves of the awning and "eyes" of the suckers.

Having exhibited our awnings on numerous vehicles including a VW's and VW size vehicles we would recommend using the awning rail to connect as the fit is much better and the lining up is made easy with the help of the domed pegs.

 

How can I reduce condensation in my tent/awning?
A common problem experienced by many campers is condensation. This is caused by moisture in the atmosphere forming beads or droplets of water when coming into contact with a cold surface. This may form on the walls of the inner-tent, but more likely on the inside of the flysheet. Condensation can also occur on the groundsheet of the tent particularly under air mattresses, bed rolls, and other equipment. The use of Khyam original stone protection sheets may help to reduce the problem and will help to protect the sewn-in groundsheet. Always ensure that the Stone Protection Sheet does not protrude the edge of the flysheet. The storing of wet clothing and other wet articles inside the tent will also increase the likelihood of condensation. To reduce condensation as a whole, never cook in your tent and ensure that the tent is well ventilated at all times by using either the flysheet mesh vents if applicable and/or the mosquito net doors on the inner-tent.

 

How long will my tent/awning last if used in hot and sunny climates?
All synthetic fabrics will fade over a period of time. This is caused by ultraviolet rays from sunlight and atmospheric pollution. If you are planning on using your tent in strong, prolonged sunlight, we recommend treating the flysheet of your tent with a good solar proof concentrate like Nikwax Tent and Gear Solarproof.

Solar proof concentrates can double the effective life of the tent fabric by reducing UV damage.

Ultra Violet radiation will eventually cause a weakening of all synthetic fabrics. The weakening can be very dramatic and is dependent upon the frequency of use and the conditions of during use. Increasing loss of the ozone gases in the atmosphere will increase this kind of degradation as less UV radiation is reflected by the atmosphere. With normal weekend and holidays use, your tent will give you good service if well looked after, but extended periods of use in bright sunlight can cause this type of dramatic degradation. If such use is envisaged, then we recommend treatment with a solar proof concentrate as discussed previously as well as seeking a site which is as shaded as possible. The better the tent is looked after the long will be its life. As UV degradation is a natural characteristic of synthetic fabrics, it is not possible for us to predict nor guarantee the life of any synthetic fabric. Tent fabrics are capable of being reproofed. Always follow relevant proofing manufactures instructions when reproofing your tent.

 

What do I do if my Quick Erect tent/awning has inverted?
Full instructions are available to help you easily re-invert your tent by clicking here. Should you need any further assistance please call us on 0800 644 4401 and choose option 2/technical help.

 

How can I stop drips of water on the inside of my flysheet?
Most seams on your Khyam tent flysheet have been seam taped during manufacture. However, it is sometimes not possible, due to the nature of some materials used and sewing methods employed, to fully seal all seams. It may, therefore, in some circumstances be necessary to manually seal certain seams with the sealant provided. Should you find any "drips" or "wicking", first locate the exact position where the water is penetrating the flysheet. Remember, this may be at a higher point than the drip, as the water may roll along the inside of the flysheet until it finds a place to "pool" and form a drip. Once the point of the water ingress is found, note this position and using the brush provided with the sealant, apply the sealant to the seam on the outside of the flysheet. The flysheet should be clean and dry before the sealant is applied. Work the sealant well into the stitch holes and the sewing thread around the water ingress.

We recommend sealing the seam at least 5cms above and below the point of water ingress. Please note that due to the "wicking effect" you may find that water penetrates seams that have been tape sealed. Water can, in some circumstances "wick" along the sewing threads which run under the seam tape. So, it is very important to work the sealant well into the stitch holes and thread in that area to prevent water soaking into the sewing thread itself. On no account should the "teeth" zips on the flysheet or inner-tent be sealed.

Do not over apply the sealant building up a thick layer of sealant. Over application can leave "bubbles" of sealant where the outer surface dries giving the appearance that the sealant has cured. If the tent is packed away with these "bubbles" in place, the bubbles will burst and glue your tent together. Please allow at least 48 hours for the sealant to cure. The tent should never be packed away until the sealant is completely dry.

 

How do I get replacement spare parts?
Please email info@khyam.co.uk or call 0800 644 4401 and choose option 1/spares and repairs. Let the Team know what has happened, what model you have and what part they need.


Can you recommend anyone for tent/awning repairs?
We work with our own repairer. Please email us on info@khyam.co.uk with details on what has happened, the model that you have and any photos of the area needing repair. 

 

How do I seam seal my tent/awning?
Most seams on your tent flysheet have been seam taped during manufacture. However, it is sometimes not possible, due to the nature of some materials used and sewing methods employed, to fully seal all seams. It may therefore, in some circumstances, be necessary to manually seal certain seams. Should you find any "drips" or "wicking", first locate the exact position where water is penetrating the flysheet.

Remember this may be at a higher point than the drip, as the water may roll along the inside of the flysheet until it finds a place to "pool" and form a drip. Once the point of the water ingress is found, note this position and apply sealant to the seam on the outside of the flysheet. It is best to test any sealant on a small inconspicuous area of your tent prior to proceeding. The flysheet should be clean and dry before the sealant is applied. Work the sealant well into the stitch holes and the sewing thread around the water ingress.

We recommend sealing the seam at least 5cms above and below the point of water ingress. Please note that due to the "wicking effect" you may find that water penetrates seams that have been tape sealed. Water can, in some circumstances "wick" along the sewing threads which run under the seam tape. So, it is very important to work the sealant well into the stitch holes and thread in that area to prevent water soaking into the sewing thread itself. On no account should the "teeth" zips on the flysheet or inner-tent be sealed.

 

Do not over apply the sealant building up a thick layer of sealant. Over application can leave "bubbles" of sealant where the outer surface dries giving the appearance that the sealant has cured. If the tent is packed away with these "bubbles" in place, the bubbles will burst and glue your tent together. Please allow at least 48 hours for the sealant to cure. The tent should never be packed away until the sealant is completely dry.

 

How do I reproof my tent/awning?
Outdoor retailers offer products for re-proofing your tent. Please contact them for advice.

 

How do I solar proof my tent/awning?
All Khyam Tents have a double polyurethane coating on the inside of the flysheet. This coating varies depending on model but all models well exceed British water proof standards. To further enhance the waterproof qualities of flysheet fabrics, the outside of the flysheet is also coated with a water-resistant coating which makes rainfall bead up and run quickly off the flysheet. In time this coating will reduce and will need replacing.

Therefore, if you are considering applying Tent and Gear Solarproof to your flysheet, we recommend using your tent for a few trips to allow the water-resistant level to drop before application. Application of the Tent and Gear Solarproof from new will fail as water-resistant coating will prevent the adhesion of the Tent and Gear Solarproof. For further instructions and advice on application of this, please see product instructions on the reverse of the packaging.

 

What do I do if I think my product is faulty?
Please contact us as soon as possible if you believe your product to be faulty. You can do so by calling 0800 644 4401 or emailing info@khyam.co.uk. Please provide your proof of purchase and any details on the fault. For faulty items that you want to return for a replacement, we will cover the collection fee of the original items and re-delivery of the new items. Please note it is not always possible for us to exchange items which were on special offer or promotion when you originally purchased as this is allocated stock separate to the main stock.

Should you want a refund for the return, we will refund you the total price paid for the Products, as well as the delivery charge that you paid when placing the order.

Please note we may ask to receive images of the faults before we arrange a collection.

 

My flysheet has faded and become brittle - what can I do?
All synthetic fabrics will fade over a period. This is caused by UV rays from sunlight and atmospheric pollution. The weakening of fabric, which can be very dramatic, is dependent upon the frequency of use and the conditions during use. Recent loss of the Ozone Layer will increase this degradation. With normal weekend and holiday use, your tent will give you good service if well looked after, but extended periods of use in bright sunlight can cause this type of dramatic degradation. If such use is envisaged, then it would be wise to seek a site which is as shaded as possible. The better the tent is looked after the longer will be its life. Because of this it is not possible for us to predict nor guarantee the life of any synthetic fabric. Tent fabrics are capable of being re-proofed. Always follow relevant proofing manufacturer's instructions when proofing your tent.

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