Delivery Questions
- When will I receive my order?
- Do you deliver kayaks and surfboards?
- How long does kayak delivery take?
Orders & Returns Questions
- How do I return an item?
- How do I exchange an item?
- What if I have a fault with my item?
Product Questions
- How do I know what size I need?
- Is the item I want actually in stock?
- What spraydeck size do I need for my kayak?
- When is the item I want coming back into stock?
- Can you price match another website?
- When will I receive my order?
Once you get to the checkout basket, enter your full delivery address and all the available shipping options will be shown.
The delivery times shown are an estimate only. Although most of the time orders do arrive on time, there may sometimes be a delay that is out of our control.
Next Day Courier
When selecting UK Delivery Courier, the term "Next Working Day" applies to orders placed before 14:00, Monday to Friday.
If an order is placed after 14:00, it may be dispatched the following working day via this service.
Saturdays and Sundays are not included as "Working Days". Orders placed on a Friday before 14:00 with Next Day Courier will be delivered the following Monday.
Please be aware that we can not guarantee specific delivery times when sending orders via a"Next Working Day" service.
- Do you deliver kayaks and surfboards?
Surfboards
We are able to ship surfboards at our normal shipping rates.
Just add the surfboard you want to your basket, enter your delivery postcode into the address section, and any shipping costs will shown with an estimate delivery time.
Kayaks
Selected kayaks can be shipped to postcodes in England and Wales.
Check out the delivery tab on the product page, as this will tell you whether it can be shipped or if it is only available to Click & Collect.
We are unable to offer shipping to Scotland, Scottish Highlands, Islands, Northern Ireland, and Europe.
Just add the kayak you want to your basket, enter your delivery postcode into the address section, and any shipping costs will shown with an estimate delivery time.
Once your kayak has been dispatched by our warehouse, it will be sent with our couriers on a 2-7 working day service. Due to the size of the kayaks they are sent with a freight service, which means we can not guarantee an exact delivery date, however our couriers will call you prior to delivery - this may be on a witheld number.
Click & Collect is available from our warehouse at no additional cost.
- How do I return an item?
If you find that your item is not suitable, you have the right to return it to us within 30 days of receiving it.
The item(s) must be returned to us within 30 days of receipt of goods.
The item must be unused, undamaged, and with original labels and packaging.
You are responsible for the cost of returning unwanted items.
Please be aware that it can take up to 5 days to process your returns once it arrives at our warehouse.
We are unable to offer exchanges. Any items returned to us will be refunded.
If you require a different size or product, please place a new order for this separately.
You will receive a returns card with your order for use when returning your item(s).
If you do not have this returns form, please print out and complete a returns form and include it with your item(s).
Please consider the environment when printing.
You do not need to include both the original returns card as well as a printing a new one when returning your item.
£3 Returns Label
We've partnered with Royal Mail so we can offer our customers an easy solution for returning orders to us.
This service costs £3.00. If you use our Royal Mail returns label to return an order, £3 will be deducted from your total refund.
[Example: If the total value of your return is £10, when you use our Royal Mail label we will refund you £7.]
This returns label can only be used with parcels that are within the below dimensions. For parcels larger than this, you must use another method to return to us.
You can choose to drop your parcel off at a Royal Mail location, or opt for a collection service.
Click this button below to start generating a returns label, and for futher instructions..
Faulty Goods
If you have a problem with an item you have bought, please fill in our ONLINE WARRANTY FORM, and one of our team will help you.
Return delivery will not be charged as long as the returned goods are clean and free from dirt to comply with current Health and Safety Regulations.
Please contact us prior to returning your item, so that we can provide a returns reference number.
Refunds
We will refund the price you originally paid for each item you return, provided it meets the criteria listed above.
Refunds will not include any additional delivery charges you have selected at point of checkout. You will only be refunded for the standard delivery cost available for your order.
The above does not affect your statutory rights.
- How do I exchange an item?
We are unable to offer exchanges. Any items returned to us will be refunded.
If you require a different size or product please place a new order for this separately.
- How do I know what size I need?
The easiest way to figure out what size you need is to use the size chart.
The size chart can be found in the sizing tab on the product page you are on. You'll need to take your measurements and compare them to the size chart.
If the product you want does not have a size chart, let our team know and we can help create one for you.
- Is the item I want actually in stock?
If you can add the item to your basket, then it is in stock.
Our website is linked up live to our warehouse stock system, so we only allow you to add items to your basket that are actually available to ship.
- What spraydeck size do I need for my kayak?
First of all you'll need to measure the cockpit of your kayak, so you know the length and width of the cockpit.
Now check out the sizing tab on the spraydeck page you are on, and compare your measurements to those on the size chart.
This will give you an idea of what size will fit your kayak best.
- When is the item I want coming back into stock?
We can't always give an exact date that something will arrive back into out warehouse.
The easiest thing to do is go onto the product page you are interested in, select from the drop down box, and then enter your email into our stock notification form.
As soon as the item you want arrives at our warehouse, you will automatically get an email alerting you so you can be the first in line to buy it.
- Can you price match another website?
If you find a product cheaper elsewhere online, we may be able to price match it.
Contact us and tell us which website you want us to match, the product price (including any postage costs), and send us a link to the product page that shows it is in stock.
If we can match it we will send you a payment link or discount code via email, so you can pay the discounted price.
Price Match Terms and Conditions
- Products being matched must be new and identical including specification, size, and colour.
- Products must be in stock on the competitor's website, and available for immediate purchase/delivery.
- When price matching, please be aware of any shipping charges on the competitor's website, as we may not price match if our offer is already cheaper overall.
- Price match claims must be made prior to purchase. A refund will not be issued for orders already placed.
- Price matching is only applicable against competitors who are VAT registered in the UK with a UK website. Does not include auction sites or private sales.
- Any online discount codes or promotional offers are not included within our price match.
- Prices matched must be inclusive of VAT.
- Escape Watersports reserves the rights to withdraw or decline price matching at any time.
