Common Questions with Answers 

Is the item I want in stock?

Items that go out of stock are removed from our website. A few rigid kayaks and dry suits are not stocked, they are ordered from our suppliers at the time of purchase - this facilitates our ability to offer customisation options. All other items advertised should be in stock, please telephone 01803 883932 if you wish to check the stock position / delivery timescale for any item.

What size wetsuit / rash vest/ dry suit / clothing should I order?

We strongly recommend that you use a tape measure and get accurate measurements of yourself, then compare these measurements to the sizing charts which can be found within the adverts for relevant products and also on the ‘suit sizes’ page. If you are between sizes it is better to go for the larger size. If you are having difficulty in deciding which size to go for, please contact us for advice.

Please do not guess your size or go by your usual clothes / old wetsuit size. Different manufacturers use different sizing guides and so there will be variation.

What is the returns policy?

We offer a no quibble 30 day returns policy. If you are not delighted with your purchase, or the wrong size has been ordered, please return the item to us as supplied, unused, in its original packaging within 30 days of receipt. We refund the amount paid for the item, delivery charges are not refundable unless the goods are deemed faulty (in which case we will also refund your reasonable costs in returning the item to us.)

If you require a different size, please return the unwanted item to us for a refund and process a new order and payment for the correct size.

Where is Blue Water Sports based and do you have a retail shop I can visit?

Blue Water Sports is purely an online shop, we do not have retail premises.  Our offices and dispatch centre are based in Brixham, on the sunny south Devon coast.

Can I pick up my order from your warehouse and save on postage charges?

Blue Water Sports has competitive postage prices and fast dispatch times so you will generally find it cheaper, quicker and less hassle to have your item delivered to you rather than come and pick it up from our dispatch centre. 

As a general rule we do not offer a collection service, however, exceptions may be made for particularly large orders which have already been bought and paid for online or by phone. Please telephone us should you wish to enquire further.

What payment options are available?

Once you have added items to your shopping cart and selected your delivery method you will see three options in the bottom right of the page. These allow you to choose to pay either with our own secure server, Google checkout, or Paypal.

It is possible to place your order online and pay by card over the phone. Simply choose the ‘checkout’ option and then choose ‘pay by telephone’ after you have filled out your delivery details. An order number will be displayed on screen, please ring us on 01803 883932, quoting your order number and our sales team will be happy to process your payment. (We accept most majors credit/debit cards with the exception of American Express).

How long will it take for my order to be dispatched?

We aim to dispatch orders within 12 hours of receiving cleared payment. If you require your item ’next day’ (UK only) please ensure that your order is received before 1pm and select the ‘UK Fast’ postage option. Orders received after the 1pm cut-off time will be dispatched on the next working day.  Our normal working hours are Monday to Friday 9am to 5pm (Except bank holidays).

How much does delivery cost?

The delivery cost can be seen on the ‘view cart’ page before finalising your order. Please select the appropriate delivery method/destination from the drop down table on the ‘view cart’ page. The page will refresh to show the correct delivery cost, if it does not automatically refresh please click the ‘update cart’ button.

Delivery costs for orders being sent with Royal Mail are worked out by weight. The weight for each item in your shopping cart is added together and depending on which weight band your order falls into determines how much postage you will be charged. It is usually possible to add numerous items to your order without exceeding the current weight band.

Delivery costs for orders to be sent via a courier vary according to the weight, dimensions and delivery destination.

What delivery service will be used for my item?

The delivery service used will depend on which option you choose on the ‘view cart’ page. The final weight/dimensions of your package will also be a determining factor.

We will usually send orders on a ‘signed for’ service if your delivery address appears to be a business, flat, or school etc. as we find this helps to reduce the likelihood of packages going amiss on arrival at the address. (We do not charge any extra for this).

Tracking numbers are available for UK Fast deliveries only. Should you require a tracking number please select this service and contact us requesting the tracking number.

The information below generally represents how your order will be sent, but exceptions may occur.

Option selected	Order details	Delivery service usually used	Delivery estimate (after receiving an ‘order dispatched’ email)
UK standard	Smaller orders (under 1.5kg)	Royal Mail 1st Class	1-2 working days
	Heavier orders (up to 5kg)	Royal Mail’s Courier service	3-5 working days
	Orders over 5kg	Other courier (Usually Interlink Express or TNT)	1-2 working days
UK Fast	Smaller orders (under 500g)	Royal Mail Special Delivery	Next working day (Signature required)
	All other orders	Other next day courier (usually Interlink express or TNT)	Next working day (Signature required)
EU Mainland and Eire Non EU Mainland Cyprus and Malta Worldwide	Smaller orders (under 2kg)	Royal Mail Airmail	Usually within 10 working days, but allow up to 3 weeks for delivery to take place.
	Bulky/heavier orders	Other Courier (Usually DPD for EU deliveries)	Delivery usually occurs within 5 to 10 days, but may take longer depending on your destination.

Do you deliver to my country?

We can deliver nearly all of the items in our online shop world-wide. (Exceptions that may occur include rigid kayaks, items containing pressurized canisters and goods deemed to be ‘dangerous’ at customs e.g. some spear-fishing equipment, diving knives etc.) Please contact us if you have any queries.

I live outside of the EU, will the vat be deducted from my order?

All our prices are inclusive of VAT, currently at 17.5%, however, if your location is outside of the EU, the vat will automatically be removed from the total amount payable once you have selected your delivery method from the drop-down table on the ‘view cart’ page.

What communication will I receive regarding my order?

We endeavour to keep all our customers updated with regards to the progress of their order.

Once you have placed an order on our website you will automatically receive an email to confirm that your order has been placed, usually within minutes of placing the order.

A second email stating that your order status had been updated to ‘processing’ will usually follow within the next 12 hours. This means that we have passed your order details to our dispatch team for your item(s) to be packed ready for dispatch.

A final email stating that your order status has been updated to ’dispatched’  will be sent once your item has been collected by the relevant delivery company.  This means that your package has left our warehouse and is now on its way to you.

In the rare event that a problem arises regarding your order we will contact you as soon as possible to sort it out, this contact will either be via email or telephone.

If your question has not been answered here, please contact us and we will do our best to help you.

01803 883932

shop@bluewatersports.co.uk

Our usual working hours are 9-5 Monday to Friday. If you wish to contact us outside of these hours please email your query or leave us an answer phone message and we will get back to you as soon as we can.