Got Questions?
General Questions
How do I report product or service related issues?
As a customer, you have 30 days after delivery in which to contact us about any product or service-related issues. Please note we may not be able to process returns after this time period. This does not include manufacturing faults, which are covered by our five-year warranty agreement for our SUPs and one-year warranty for our accessories.
Je n'ai pas reçu mon email de confirmation, ma commande a-t-elle été finalisée?
A confirmation email should be sent within around 15 minutes of the order being made on the website. If an email isn’t received then please contact our Support Team and they can confirm the status of the order.
What if I change my mind about my purchase?
If you no longer want your order then you will need to email our support team regarding this. If your order is already on its way to you as it could not be cancelled, then you must refuse the delivery or the returns postage will need to be covered by you. Our Support Team can provide full guidance on the cancellation and returns process however once you reach out to them.
I didn't purchase through your website but I have a problem with my order
If you ordered via an authorised retailer such as Amazon and have a warranty enquiry then our support team can help with this. If you need assistance with a delivery or payment query then we recommend sending your request direct via the site you made the order.
Shipping
All orders will be dispatched from our EU warehouse.
Delivery Conditions
Our courier service is unable to deliver orders with a delivery address at a pack station or PO box. However, for our heavier items weighing over 30kg, we provide a complimentary Room of Choice delivery service. Our delivery partner will reach out to coordinate a convenient delivery date with you. Please anticipate an additional two working days for the shipment of these products.
How do I access my tracking information?
Once dispatched, you will be sent tracking information via email. This will be sent to the email address used to place the order, keep an eye out in your junk/spam folder.
Has my order been sent as separate packages?
If you have a free gift or more than one product on the order then these will be sent separately. They will be dispatched at different times and there will individual tracking numbers provided for each parcel sent out to you. Any free gifts will be delivered after your main item so don’t worry if this takes a bit longer to reach you, it’s on its way!
How do I change my address. I've entered it incorrectly?
If you need to change the delivery address that was confirmed on the order then you can email our support team with the new address. If the order has already began processing then the request to divert the parcel can then be sent to the courier. We sadly can not guarantee this will be carried out by the courier but we will try our best to have it reach its intended destination.
My item is on Pre-Order, when will it arrive?
Veuillez vous référer à la page produit de l'article pour trouver ces informations. Elles seront affichées sous le bouton « précommander » ou « ajouter au panier ».
I haven't received my email confirmation, did my order go through?
Un e-mail de confirmation devrait être envoyé dans les 15 minutes suivant la commande passée sur le site Web. Si vous ne recevez pas d'e-mail, veuillez contacter notre équipe d'assistance qui pourra confirmer le statut de la commande.
Comment puis-je vous contacter et quel est le délai de réponse?
Notre équipe travaillera pendant des heures supplémentaires le Black Friday pour essayer de répondre aux clients le plus rapidement possible. Si vous avez des questions sur un produit ou une demande urgente d'annulation ou de modification de votre commande, nous ferons de notre mieux pour donner la priorité à ces demandes et vous répondre dans les 24 heures. Rendez-vous dans la section Contactez-nous de notre site Web pour nous contacter.
Returns and Refunds
My purchase is a gift, can I return after Christmas?
As of the 1st November, we will offer an extended Christmas returns period meaning any purchases from this time can be returned until the 31st January for a full refund should they are unused and in the original packaging.
What is your returns process?
You can return unwanted and unused goods to us within 30 days from date of receipt. The postage back to us is paid by the customer but you must contact the Support Team first to authorise the return. Any free gifts on the order must also be returned in order to receive a full refund.
Although we would not expect there to be any issues with the goods, should there be any problems then our Support Team can help arrange a return and replace or refund the order subject to availability. For returns under warranty we offer free returns for the first 6 months from date of receipt, after this time the customer is responsible for the return postage. Kindly retain the original packaging if you intend to return you intend to return your order.
My order is damaged or defective
If you have a free gift or more than one product on the order then these will be sent separately. They will be dispatched at different times and there will individual tracking numbers provided for each parcel sent out to you. Any free gifts will be delivered after your main item so don’t worry if this takes a bit longer to reach you, it’s on its way!
How do I change my address. I've entered it incorrectly?
Although we would not expect there to be any issues with the goods, should there be any problems then our Support Team can arrange a free return and replace or refund the order as required.' - Free returns are only in the first 6 months of purchase.
