General Questions
How do I report product or 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.
I haven't received my email confirmation, did my order go through?
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?
Wenn Sie Ihre Bestellung vor dem Versand stornieren möchten, kontaktieren Sie bitte so schnell wie möglich unser Support-Team. Da wir jedoch bestrebt sind, Bestellungen schnell zu versenden, ist es möglicherweise nicht möglich, die Sendung rechtzeitig zu stornieren.
Wenn Ihre Bestellung bereits versandt wurde, können Sie die Annahme verweigern und unser Support-Team informieren oder den Artikel auf eigene Kosten zurücksenden. Alle unerwünschten Artikel müssen innerhalb von 30 Tagen nach Lieferung zurückgesandt werden.
Um eine Rücksendung einzuleiten, füllen Sie bitte eine Rücksendeanforderung über unser Retourenportal.
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
Alle Bestellungen werden aus unserem Lager in den Niederlanden versandt.
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?
Please refer to the items product page to find this information. It will be displayed beneath the 'pre order' or 'add to cart' button.
I haven't received my email confirmation, did my order go through?
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.
Returns & 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 providing they are unused and in the original packaging.
What is your returns process?
Sie können unerwünschte und unbenutzte Waren innerhalb von 30 Tagen nach Erhalt an uns zurücksenden. Die Versandkosten trägt der Kunde, Sie müssen jedoch zunächst einen Rücksendeantrag ausfüllen, um die Rücksendung zu genehmigen. Auch eventuelle Gratisgeschenke müssen zurückgegeben werden, um eine vollständige Rückerstattung zu erhalten. Bitte besuchen Sie unsere Retourenseite für weitere Informationen.
Obwohl wir nicht davon ausgehen, dass es Probleme mit der Ware gibt, kann Ihnen unser Support-Team bei Problemen während der Garantiezeit weiterhelfen und Sie bei einer Rücksendung beraten. Garantierücksendungen sind innerhalb der ersten sechs Monate ab Erhalt kostenlos. Danach trägt der Kunde die Kosten für die Rücksendung. Bitte bewahren Sie die Originalverpackung auf, falls Sie Ihre Bestellung zurücksenden möchten, da wir keine Ersatzverpackung anbieten.
My order is damaged or defective
Obwohl wir nicht erwarten, dass es Probleme mit der Ware gibt, kann Ihnen unser Support-Team bei Problemen gerne weiterhelfen. Bitte nutzen Sie unser 'Kontaktieren Sie uns'-Seite, um das Team zu erreichen.
Still Got Questions?
Our customer support team are on hand to help