Help With www.KneeboardingDirect.co.uk
Hopefully the information on this page will answer most of the questions that we usually get asked, but please feel free to contact us if you need any further assistance and we will be more than happy to help.
Who are www.KneeboardingDirect.co.uk?
A. We are a friendly family run online action sports company based in Worthing, in the heart of beautiful West Sussex, England and with distribution services based in Wales. We have been in business for nearly a decade and are one of the leading online retailers of watersports equipment and apparel in the UK. Find out more About Us here.
What is the best way of contacting www.KneeboardingDirect.co.uk?
A. Our contact details can be found here.
If I want to buy something from this website, will my credit card
details be safe?
A. Definitely, because we use PayPal as our gateway provider. PayPal deliver one of the most secure payment platforms in the world and have been the recognized leader in online payments for years. What this means is that your credit card details will be fully protected using state of the art security technologies throughout the checkout process and will not be divulged to anyone else whatsoever.
Q. Do your prices include VAT?
A. Yes, all of our prices include UK VAT at the prevailing rate.
Q. What cards do you accept?
A. We accept Visa / Delta / Electron / MasterCard / Eurocard / Paypal / Maestro / American Express plus all Debit Cards showing the VISA or MasterCard logo.
Q. If I place an order for several items, will they all be dispatched at the same time?
A. Yes, multiple items will usually all be dispatched together so that you only need to sign for one delivery. However, if one or more of your items are out of stock then we will hold the order until everything is ready. Only when all ordered items are available will your order be dispatched. Obviously we will notify you straight away if there is likely to be a delay and of course you are always able to cancel your order if we cannot fulfill it to your satisfaction.
Q. Where do you deliver to?
A. We can usually ship to anywhere in the World but our free delivery service applies to Mainland UK only (see Delivery Info page for details). For delivery to anywhere else in the World please contact us for a quote.
Q. What postage methods do you use?
A. Most UK deliveries are handled by UPS and International deliveries are mostly via TNT. Either way, everything is properly packaged and insured so should reach you in perfect condition.
Q. Can I ask for my parcel to be delivered to a different address?
A. Yes, no problem. Simply request a different delivery address during the checkout process.
Can I ask for my parcel to be delivered at a specific time?
A. Courier firms only operate on a best effort basis and generally only commit to delivering 9am - 6pm Mon-Fri. However, if you contact the courier directly once your order has been dispatched then they can sometimes give you a rough estimate of delivery time.
Can I place an order over the phone?
A. We are an online business so we ask that all orders be placed via our website as this is the fastest and most secure method.
Can I amend or cancel an order later?
A. We will start working on your order within a very short space of time of receiving it, but if you need to make changes or cancel an order then please contact us ASAP and we will do our very best to accommodate your needs.
Q. If I place an order over the weekend, when can I expect to receive it?
A. If you place an order over a weekend will start processing it on the subsequent Monday. For delivery lead times please visit our delivery info page.
Q. Can I track my order?
A. Yes, wherever possible we will send you tracking info so that you can track your order.
Q. What happens if I am not in when my package arrives?
A. If no one is home to sign for your package then our couriers will seek to leave it with a neighbour. If this is not possible then you will be left a calling card and the courier will usually make another attempt to deliver on the next working day free of charge. If this is not successful then the goods will be returned to your local depot. You will then need to contact the depot using the number given on the calling card and arrange a suitable re-delivery date with them. Alternatively, it may be possible to pick up the order from the depot but please confirm this with the courier first and remember that I.D. will be required.
If I have a problem with a product that I have ordered from you,
what do I do?
A. In the unlikely event that you have a problem with your order then please contact us ASAP and we will do everything we can to rectify the situation to your satisfaction. Please refer to our Warranty Procedures page for more details.
Q. What happens if I have been sent the wrong item?
A. In the unlikely event that you have been sent the wrong item then simply contact us ASAP and we will rectify the situation ASAP.
Q. What if I ordered an item that is the wrong size?
A. Please refer to our returns policy for more details.
Q. What happens if I receive my order and it is damaged or there are items missing?
A.In the unlikely event that this happens then simply contact us within 24 hours and we will rectify the situation ASAP.
Q. What happens if I don't receive my order?
A. With the best will in the world the delivery network sometimes lets us all down, especially around Christmas etc. If you have not received your order after 5 working days then please contact us straight away and we will rectify the situation.