F.A.Q.

Who we are and how to contact us

Who are Wetsuit Outlet?

Check out our about us page to find out who we are, what we do and how we can help you make the right purchase. If you have any further questions, don't hesitate to contact us by email or telephone!

How can I contact you?

We are open for advice, questions and orders
Monday - Friday: 9:30am - 5pm
Saturday: 9am - 4pm

Telephone

01702 295678

Post

Wetsuit Outlet (B2C Distribution Ltd)
The Gunnery Drill Shed,
Chapel Road,
Shoeburyness,
Essex. SS3 9SL.
United Kingdom

Placing your order

Can you help me choose my product?

Yes.
If you have any questions about size, colour, suitability, price or anything else concerning one of the products we sell, please do contact our customer service team and we'll get back to you as soon as possible. We're here to help you find the best products to suit your individual needs.

Can I order over the phone?

Yes. We have a team of experienced watersports enthusiasts waiting to help you place your order. Please don't hesitate to contact us during our opening hours if you need some friendly, impartial, expert assistance when ordering your products.

01702 295678
Monday - Friday: 9:30am - 5pm
Saturday: 9am - 4pm

How do I leave feedback?

We receive excellent feedback from our customers. If you'd like to add your own comment, please consider doing so via TrustPilot. If your order was placed on Amazon, please consider leaving feedback via Amazon. The majority of online shoppers read impartial customer reviews before making a purchase decision so your feedback will help other people who love watersports.

We work hard to choose good quality products and offer great service to all our customers and we appreciate your comments.

Receiving your order

When will my order be dispatched?

We aim to dispatch all orders on the same day if the order is received before 3pm on a normal working day.

If the order is received after 3pm it will be dispatched on the next working day.

Orders received on a Saturday, Sunday or Bank Holiday will be dispatched on the next working day.

When will I receive my order?

If your UK order is over £99 and is placed before 3pm on a normal working day then it will be delivered free on the next working day

If your UK order is under £99 you can still receive your products on the next working day (if ordered before 3pm on a normal working day) for a small charge.

Free delivery for UK orders over £20 takes between 3 to 5 working days to arrive, although in general the majority of our customers are pleasantly surprised to receive their orders very quickly (within 2 to 3 days).

Do you offer next-day delivery?

Yes.

A next-day delivery option is available for orders placed before 3pm and is free of charge for UK orders over £99. If your order is less than that, you can view full details of our delivery options and costs.

Alternatively, you can place your order for collection and pick it up for free from our showroom in Shoeburyness during our regular opening hours.

Monday - Friday: 9:30am - 5pm
Saturday: 9am - 4pm

Do you deliver to my country?

For a complete list of the countries we deliver to, please Check our delivery page. If your country is not listed, please contact us and we will do our best to fulfil your order.

How do payments work?

What payment options are there?

  • PayPal
  • Amazon Checkout
  • Major credit / debit cards
  • Cheques

Are payments secure?

Yes. All payments are 100% secure and we never hold any credit / debit card details. Card payments are processed by the global secure payment provider Ingenico. If you would like further details, please contact us.

Amazon and PayPal payments are processed securely by Amazon and PayPal respectively.

What about import duties and taxes?

Customers outside Europe are responsible for local import duties/taxes that may be applied. We have no control over these charges and cannot predict what they may be. If you're unsure, please contact your local customs office for information. International customers should be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

  • Orders delivered to British Forces (BFPO) posts are available excluding UK VAT.
  • Orders outside Europe are available excluding VAT.
  • Orders within Europe are subject to the tax rate of the country you are shipping to.
  • To view VAT-Free pricing, login or create an account using a delivery address outside Europe.

Using your account

Do I need an account to place my order?

No. You don't need an account with us if you're paying with a PayPal or Amazon Checkout account as they hold your details.

If you prefer to pay by credit or debit card, you'll need to set up an account so you can give us your name and address to process and dispatch your order.

Are my details secure?

Yes. Any personal information you send us is sent over a secure connection. More details about how we protect your information are available in our privacy policy.

How do I change my password?

Please login then click on the following

  1. My Details
  2. Change my password

How do I recover a forgotten password?

If you have forgotten your password, please fill out the forgotten password form. You will receive an email with details how to reset your password.

How do I add a new delivery address?

You can add and remove addresses from your address book via the My Account page.

How do I return an item?

How long do I have to return an item?

Items can be returned within 60 days, subject to the terms specified in our returns policy.

How do I return an item?

We have a hassle-free returns policy. For full details please check our returns policy page.

If you are outside the EU, please ensure your items are marked as OTHER/RETURN/REPLACEMENT (value $0.00) on any customs/import labels before returning them to us.

Can you send a replacement urgently?

If a replacement is urgent, it would be quickest to place a new order online first, then return the existing item marked for a refund.

How do I make a warranty claim?

If you have experienced a problem due to a manufacturing fault, we are happy to act on your behalf and contact our supplier to initiate a claim. To do this, please send an email to info@wetsuitoutlet.co.uk explaining the fault in detail and include photographs clearly showing the fault. Photographs are essential when making a warranty claim.

Privacy

How do you use my personal information?

Any personal information you provide is used to process your order and we do not share it with anyone. For full details of how we use personal and non-personal information you provide, please check our privacy policy.

Does this website use cookies?

Yes.
This website uses cookies to enhance your shopping experience, as well as to collect data in order to assist our technical team to identify and fix potential problems with the website quickly and efficiently. For more information regarding our use of cookies, please check our privacy policy.

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