Who we are and how to contact us
Who are Wetsuit Outlet?
How can I contact you?
We are open for advice, questions and orders
Monday - Friday: 10:00 - 18:00 CET
0044 1702 295678
Placing your order
Can you help me choose my product?
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.
Can I order over the phone?
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
How do I leave feedback?
We receive excellent feedback from our customers. If you'd like to add your own comment, please consider doing so via Trustpilot. 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.
Receiving your order
When will my order be dispatched?
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.
When will I receive my order?
Orders take between 3-5 business days to arrive, although in general the majority of our customers are pleasantly surprised to receive their orders very quickly.
Do you offer next day delivery?
We don't currently offer an express delivery option in Germany.
How do payments work?
What payment options are there?
- Amazon Checkout
- Major credit / debit cards
- Klarna Payments (details)
- 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.
Are payments secure?
Yes. All payments are 100% secure and we never hold any credit / debit card details. Card payments are processed by the global secure payment providers Worldline and JP Morgan. If you would like further details, please contact us.
Amazon and PayPal payments are processed securely by Amazon and PayPal respectively.
What about import duties and taxes?
Customers outside of the E.U. and United States 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 Wetsuit 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 Wetsuit Outlet in order to reobtain them.
- 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.
Using your account
Do I need an account to place my order?
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.
Are my details secure?
How do I change my password?
Please login then click on the following
- My Details
- Change my password
How do I recover a forgotten 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.
How do I add a new delivery address?
You can add and remove addresses from your address book via the my account page.
How do I return an item?
How long do I have to return an item?
Items can be returned within 60 days, subject to the terms specified in our returns policy.
How do I return an item?
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.
How do I make a warranty claim?
Wetsuit 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 send an email to firstname.lastname@example.org explaining the fault in detail and include photographs clearly showing the fault. Photographs are essential when making a warranty claim.
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 Wetsuit Outlet. If you experience a problem with a product outside of the 12-month warranty offered by Wetsuit 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.
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.
How do you use my personal information?