Help & FAQ

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!

Yes. If you have any questions about size, colour, suitability, price or anything else concerning one of the products we sell, please 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.

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.

Tel: 0044 1702 295678
Monday - Friday: 10:00 - 18:00 CET
Saturday: Closed
Sunday: Closed

We receive excellent feedback from our customers. 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.

We aim to dispatch all orders on the same day if the order is received before 16:00 CET on a normal business day. If the order is received after 16:00 CET it will be dispatched on the next business day. Orders received on a Saturday, Sunday or Bank Holiday will be dispatched on the next business day.

Orders take between 3-5 business days business days to arrive, although in general the majority of our customers are pleasantly surprised to receive their orders very quickly.

• All orders are dispatched from our EU warehouse. In some cases, stock may need to be transferred from our UK warehouse to our EU warehouse before onward distribution. If this is required, delivery may take slightly longer. This will be highlighted in your cart during checkout.
• Delivery Issues: If you experience any issue with your delivery, please contact us within 2 weeks of your dispatch date, so we can help resolve it quickly. Our delivery partners require us to raise any loss or damage investigations within specific timeframes. Prompt notification ensures we can take action on your behalf. Your statutory rights are not affected.
• Delays: While we aim to meet the estimated delivery timeframes, delays may occasionally occur due to circumstances beyond our control, including adverse weather, transport disruptions, industrial action, or customs procedures. We will make reasonable efforts to minimise disruption and keep customers informed where possible.
• Customs & Duties: Deliveries within the EU are not subject to additional customs duties or import taxes.
• Incorrect Address & Uncollected Parcels: Please ensure your delivery address is entered correctly at checkout. If an order is returned to us due to:
  • An incorrect or incomplete delivery address provided by the customer
  • Failure to collect the parcel from a designated parcel shop or delivery point within the required timeframe
  we reserve the right to deduct the original shipping costs and any return shipping or handling fees incurred from the refund amount. Original shipping costs are non-refundable in such circumstances.
• Failed Delivery Attempts: If delivery attempts are unsuccessful, the courier may attempt redelivery or hold the parcel at a local collection point. It is the customer's responsibility to follow the courier's instructions to ensure successful delivery. Failure to respond to delivery notifications may result in the parcel being returned to us.

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We don't currently offer an express delivery option in Switzerland.

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

• Amazon Checkout
• Major credit / debit cards
• Bank Transfer*

*Orders paid via bank transfer will not be dispatched until payment has cleared. This usually takes approx. 3-5 days but can take longer, depending on your bank.

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 EcommPay. If you would like further details, please contact us.

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

Customers outside of the UK, EU, USA and Switzerland 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 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.

Refusal to pay local import and custom charges could result in your order being returned to Watersports Outlet or destroyed. If your order is destroyed or not returned to us for a similar reason, we may not be able to provide a refund. Under these circumstances, original postage costs may not be refundable. We can only refund the value of products returned in accordance with our returns policy, minus any costs incurred by Watersports Outlet in order to reobtain them.

VAT Exemptions

• Orders to British Forces (BFPO) posts.
• Orders to some countries outside the E.U.

Orders shipped to countries within the E.U. are subject to domestic tax rates.

To view prices including tax where applicable, login or create an account and set your primary delivery address accordingly.

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 wish to pay by credit or debit card, you can use our Guest Checkout option, in order to provide your name and address, for us to process and dispatch your order.

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.

Please login then click on the following

1. My Details
2. Change my 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.

You can add and remove addresses from your address book via the my account page.

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

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

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.

Watersports Outlet offer a 12-month warranty against manufacturing defects. If you have experienced a problem due to a manufacturing fault within this period, we are happy to act on your behalf and contact the brand to initiate a claim. To do this, please complete our Warranty Claim Form.

All warranty claims must be handled in the country the item was originally shipped to. In the event an item needs to be returned to the original country to process a warranty claim, the customer will be responsible for any extra shipping charges incurred.

If you have purchased a product with an extended warranty, the extension is offered by the brand and not Watersports Outlet. If you experience a problem with a product outside of the 12-month warranty offered by Watersports Outlet, you will need to contact the brand to initiate a claim.

Our warranty policy does not apply to items that have been purchased for use in commercial, rental, teaching or instructional program or activities.

Damage from sunlight, use in chlorine, improper recreational use or care, or any damage beyond the product's natural life expectancy is not covered under warranty.

Common issues

If you have purchased an inflatable SUP or kayak, please check the following common queries and/or contact us with details about the problem, before returning the product to us for a warranty claim.

SUP is leaking at valve
The valve might be slightly misaligned or need tightening. This is really common and is because the board has been rolled up in the storage box for a while. We recommend using the valve spanner in the repair kit to loosen off the valve a couple of turns, check the thread for any obstructions, then retighten.

Kayak is leaking
Leaks originate at the valve or bladder. We recommend switching the valves over. If the leak moves to the opposing bladder then there is an issue with the valve. If not, then there may be an issue with the bladder itself. Either issue can be easily fixed with a replacement part, which we can provide.

Kayak is warped or material is uneven
Sometimes the skin on brand new kayaks can stick to the bladder. We recommend removing the bladder completely and inflating it. This will iron out any creases for re-insertion and will usually fix the problem.

For an extensive list of frequently asked questions related to warranty claims, visit Warranty FAQs.

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.

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 cookie and privacy policies.

We check our prices every day to ensure they're the most competitive in the market. However, if you find another online retailer in the same country offering the same product at a cheaper price, contact us before placing your order and we'll match the price providing the following terms and conditions are met.

Price match terms

• We can only match online retailers in the same country.
• We can't match marketplaces such as Amazon or eBay.
• Products must be identical (brand, model, size and colour) and not used.
• Products must be in stock and available for immediate delivery.
• We must be able to verify the competitor price and stock availability.
• We can't match delivery or return charges.
• We can't match a price if the product is already part of a promotional offer.
• We can't price match for the following brands: GUL, Dryrobe and Red Paddle.
• We reserve the right to decline a price match for any reason.

"Gift with purchase" promotions are available only while stocks last. If you return an order where you have benefited from a gift with purchase promotion, you must also return the free gift. If not returned, we will deduct the retail value from your refund.

A range of products (generally large ones), delivered directly from our approved suppliers using the best couriers for the specialist product types.

It allows us to offer an even wider range of specialist products and ship them with the best courier for each type of product, making sure your kit gets to you quickly and safely.

Place your order with us as normal. If your order includes any items that are Supplier Direct, you’ll be told at checkout and advised of the delivery details for that product. Then complete your order as normal and we will do the rest, including keeping you posted on the progress of your order.

Any questions on your order will be dealt with by our in house Customer Service team, so you get the same level of service regardless of where the order is coming from.

Some items will take longer to deliver based on the type of product and the specialist courier used. The expected delivery lead-time is explained on each product and will be made clear before you complete your order.

Most items can be tracked as normal. For those that can’t (not all specialist couriers offer this service) our Customer Service team will be in touch to keep you up to date on the progress of your delivery.