Wetsuit Outlet

Dear Tolga,

Thank you for your feedback. We are sincerely sorry that your experience didn't meet the high standards we set for ourselves, and we completely understand the frustration of a missing parcel.

At Wetsuit Outlet, we pride ourselves on transparency and efficiency. We would like to clarify the timeline of your order to show the steps we took to help:

Going the Extra Mile: You placed your order at 7:00 PM for a green item and immediately requested a colour change. To ensure you got exactly what you wanted, our team manually intercepted and updated your order to black at 8:00 AM the following business day.

Fast Dispatch: Your updated order was dispatched from our warehouse that same day. We never claim an item has been sent if it hasn't; we value the trust our customers place in us.

Courier Transparency: We work with a variety of couriers to provide reliable service. While it is rare, couriers can occasionally mishandle a parcel once it leaves our care. In this instance, as it became clear the delivery had stalled, we took action to protect your shipment and issued a full refund via PayPal.

Thorough Support: Our "Please give me a moment" responses are part of our commitment to accuracy. Our team were actively investigating the courier’s tracking data in real-time, to provide you with the most up-to-date information possible.

We are disappointed that we couldn't get this item to you on this occasion, but we are glad we could ensure you were fully refunded. We wish you the very best with your future water sports gear.

- Team WSO