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CUSTOMER SUPPORT

At Bluefin Watersports we want to make your shopping experience as enjoyable, easy and straightforward as possible. We have set out to create an exceptional website-offering a great shopping experience, the latest high performance products at competitive prices and the best customer service.

Straight Forward On Line Shopping

Shopping with us is easy. We stock hundreds of top brand performance orientated products for watersports enthusiasts and tri-athletes at all levels of experience and ability. You can purchase items from our online store 24 hours a day, seven days a week. Choose your sport, category of clothing or select from any one of the top brands in stock for a comprehensive range of watersports gear and accessories.

Buying Advice and Detailed Product Specifications

We have tried to provide you with as much information as possible about each of our products. Detailed descriptions, specifications and large high resolution images accompany each item on the site. Size guides are available on each product page; along with a wealth of advice to help you make an informed purchase. You can view a range of suggested items and accessories to help you make up the complete package if you need to get kitted out.

Here to Help

We provide friendly, impartial and professional advice to help you make an informed choice. We have produced a range of buying guides to help you select the right gear and a range of kitbags for each sport with ideas for a range of items that you might need. If you require assistance our dedicated helpdesk team can be contacted on 07596 162869 or at:

info@bluefinwatersports.com

If you cannot see what you are looking for, or we do not stock a particular product that you are interested in please call on 07596 162869 or email us and we will try to find it for you. We would welcome your comments regarding our site or suggestions with regard to products that you would like us to include.

Payment Options

We accept all major credit and debit cards including Mastercard, Visa, Solo, and Switch. Please note that we do not accept American Express.

We understand the importance of keeping any personal information that you provide completely safe and secure and have taken every step possible to protect you.

When purchasing from the Bluefin you can relax, safe in the knowledge that your card details are secure. We don't store your card details on our system. We employ industry standard digital Secure Sockets Layer (SSL) certificates to encrypt your personal information. This industry standard method ensures that information sent from your browser is scrambled whilst in transit and decoded when it arrives on our server. A padlock symbol will appear in your internet browser, confirming that your bank details are secure. Read More

Your encrypted data is turned into a code that can only be read once they safely reach our system. Payments are then dealt with automatically by our electronic banking facilities for total peace of mind. If you have any queries or would prefer to place an order with us over the phone please call 07596 162869 or email sales@bluefinwatersports.com with your contact details and one of our customer services staff will call you back.

Delivery is FREE  for orders to the UK Mainland. This is subject to the order being delivered in a single delivery. If some of the items are out of stock this means you may need to wait a little longer or choose not to take free delivery.

Delivery Methods – UK Customers

Small items such as gloves, hats, and rash vests are sent using either Royal Mail Recorded or Next Day Special Delivery. Both these are signed for delivery services. Recorded delivery is used for lower value orders under £40 and takes 1 to 3 days from dispatch. Special delivery is used for items of higher value and up to 1.5 kg in weight and is next working day from date of dispatch. For larger orders and orders weighing more than 1.5 kg we use a courier service. This is usually a next working day service from dispatch although this is not guaranteed.

Delivery Time

If in stock, and your your order is placed before 2 pm it will normally be dispatched that day. If we do not have the item(s) in stock the order will usually be dispatched within 3-5 working days. We may part ship an order to you if a large order will be held up by a single item. You will be notified of this.

Bluefin Watersports relies upon the services of the Royal Mail or a third party courier. We cannot be held responsible for the late delivery of an item.

In the unlikely event that we are unable to send your order we will contact you within 1 working day of receiving the order.

If you have a deadline by which your order must be received, please contact us and we will prioritise the order to a specific date.

Receipt of Goods

On receipt of goods please inspect the package for any signs of damage. If none is apparent you can either sign for the goods or insist that you open and inspect the goods before signing the consignment note. If a consignment note is signed and the goods are later found to be damaged we cannot be held responsible for any claim for damage.

Overseas Customers

We deliver to many countries in Europe. The appropriate delivery charge will be shown in your basket after you have entered your delivery address details but before you enter payment details. Where possible your order will be dispatched by airmail. High value or heavy orders will be sent by courier. For delivery outside Europe please contact us for a quote.

All prices shown on our website include Value Added Tax (VAT) at 20.0%.VAT is charged at 20.0% for all sales to EU countries. UK VAT is removed for all sales to Non EU countries. You may be charged import duty or other taxes at your local rate upon delivery. To calculate the amount without VAT divide by 1.2.

Please allow 3-6 working days for delivery of European orders.

We reserve the right to amend shipping costs once an order is placed if they are deemed by us to be incorrect by error of our system.

All products are sold on a delivery duty unpaid basis. Please be aware that recipients outside the EU may have to pay import duty or other taxes. These charges must be bourne by you. We have no control over these charges and cannot predict what they may be.

Tracking your Parcel

When your order is dispatched you will receive an email confirming your order is being delivered. In most cases, the email will have a DHL or Royal Mail Tracking number. If you are worried about the whereabouts of your order, you will be able to view the status of your delivery by visiting DHL or Royal Mail Website and entering your tracking number in the tracking box.

If you require any further information regarding shipping and delivery, please contact a member of our customer services team on 07596 162869 or at:

info@bluefinwatersports.com

At Bluefin Watersports we want you to be completely satisfied with your purchase. Any item may be returned to us, carriage paid by yourself, within 14 days of the date of purchase (the date on the order confirmation receipt). Please make sure the product is unused in re-sellable condition with the tags still on it, and in the original manufacturers packaging. If you want to return any item outside the 14 day period any replacement offered will be solely at our discretion and any refund offered will be by way of a credit voucher for use against future purchases from Bluefin.

If you wish to return or exchange any items please complete the Return Form.

It contains instructions and a form to fill in to allow us to quickly process your refund / exchange. Please note that all of the fields on the form must be completed and sent along with the goods you wish to return. If you are having any problems downloading or viewing the form please email us at info@bluefinwatersports.com.

Returned goods will be inspected in our returns department. Replacements, exchanges, credits or refunds will be undertaken within 7 working days. Replacement goods are subject to availability. Refunds will be credited to the account used when making your order. If an item has been purchased in a sale or promotion you will only be refunded the price you have paid for the item.

Please make sure sufficient insurance and packaging is used on all returned items as all goods remain your responsibility until received safely by us, regardless of the reason they are being returned. If returned goods are not sufficiently packaged and as a result are damaged on return, these items will be charged for in full.

Items Not Wanted

If the item you ordered does not fit, you do not like it or you no longer want it, simply return the items to us within 14 days of delivery. Please print the Return Form and include this with the returned package. The item and packaging must be in perfect condition for resale to qualify for a refund. No shipping costs will be refunded in this case and your refund will usually be made straight away, but no later than 14 days of safe return.

Exchanges

In the event that you want to exchange an item for a different size or colour, simply return the item to us with a completed returns form. We will replace the item with your preferred size or colour.

Faulty Items

In the unlikely event that any item(s) you receive are damaged or faulty, we will replace with a new item. If your purchased item(s) are found to be faulty please email us immediately at info@bluefinwatersports.com . Faulty items must be reported within 72 hours of delivery. You will be required to return the item to us and we will return it to the manufacturer for inspection. If the item is deemed to be faulty by the manufacturer we will replace the item or refund the price of the item in full along with all return postage costs incurred. Please retain the return postage receipt as proof of cost incurred is required and please ensure the packaging and insurance is sufficient for the return journey.

Items Sent In Error

If the item(s) you have received are not what you have ordered, please email us at info@bluefinwatersports.com and return the items to us with a completed returns form. If upon return these items are found to have been opened, damaged, used or sent in inadequate packaging you may be charged for them so please ensure you package them sufficiently for the return. Upon safe receipt we will despatch the correct items to you and refund the cost of postage.

Postal Charges

When returning items you will need to cover the postal charges yourself. We cannot accept responsibility for goods which are lost whilst being returned to us and we therefore recommend use of a trackable service such as Royal Mail Special Delivery or Recorded Delivery. The postal charges on item(s) returned due to fault or error will be credited to your account upon receipt.

Nothing described in our Refunds and Returns policy will affect your statutory rights.

If you require any further information regarding items you want to return or exchange, please don't hesitate to contact us: info@bluefinwatersports.com

Use info on separate contact us sheet

Click here to contact us

ORDERING FAQS

We have made buying from BlueFin Watersports as simple as possible. Our shopping basket will store items you have placed within it during your session. Each item for sale will have an order button. When you press this button you are taken to the order-processing page where the item will be automatically added to your basket. To view items in the shopping basket and amend them accordingly simply click on the 'show order' section.

You can input how many of each item you would like, decide to continue shopping, remove an item from the basket or check out and place your secure order

From within the order processing page you can become a Bluefin member - by doing this you will be entitled to various promotions that we run. It also enables us to store your personal information to assist you when checking out.  We do not store your credit card details.

A. We currently accept Visa/Visa Electron/Mastercard/Solo/Debit and Switch. We do not accept American Express.

During and after the checkout process your credit card details are encrypted, once you reach the screen where you enter your details you are on our secure server, after your order is placed your credit card details are then encrypted again to prevent anyone accessing them. You are protected because the transaction was carried out as 'Cardholder not present.' This means that payments will usually be refunded by your card provider should your card be used fraudulently by someone else or you do not receive what you ordered.

Yes of course you can. Contact the team by phone on 07596 162869 or email on info@bluefinwatersports.com Monday to Friday 9:00-17:30 and we will call you back.

Please allow 7 working days if you are in the UK or 14 days if you are overseas. If you have not received your goods after this period of time, please contact us by e-mail sales@bluefinwatersports.com don't forget to include your order number. This number will be included in the e-mail you received when you ordered the goods from us. We will do our best to resolve the issue immediately.

If an authorisation fails, the most likely reason is that you have input your card details incorrectly or your card is out of date. If this happens, press the back button on your browser and you will be returned to the card input page. Check that all the details are correct, and make any changes necessary before proceeding. If all the details are correct and you still fail to get an authorisation then we advise that you contact your card issuer to establish why your card was not authorised. We will receive your order anyway and may contact you to arrange for alternative methods of payment.

We are open Mon-Fri 9am-5.30pm. Unfortunately we do not work weekends and bank holidays. If you need to contact us outside our opening hours then please use our contact form.

Size charts can be viewed on each product by clicking the 'size chart' tab. If you are still stuck please call 07596 162869 or email us.

Your card is debited when you place your order. If certain items in your order are out of stock or unobtainable we will refund individual items of your order should this become necessary. We don't store your card details on our system.

DELIVERY RETURNS AND EXCHANGES FAQS

Delivery of orders to the UK (including Highlands, Isle of Man, Isles of Scilly, Channel Islands, Scottish Islands and Northern Ireland) is FREE.

When will my order be despatched?

Orders received by 3 pm that are in stock we aim to dispatch the same day. Orders placed on a Bank Holiday will normally be despatched next working day. If you have provided the correct e-mail address on your order you will receive an e-mail to confirm despatch (toward the end of the despatch day). If your products are not available immediately they will usually be dispatched within 5 working days. Our customer services team will contact you within 24 hours if your order is unavailable to discuss alternative arrangements.

We usually despatch smaller items by 1st class Royal Mail Recorded Delivery, and larger items by courier service. Please note that goods will need to be signed for so we recommend where possible to supply your work/daytime address for delivery. A card will be left if delivery cannot be made informing you how to collect your item(s).

Orders sent by royal mail recorded or special delivery or by courier or will require a signature on delivery to confirm safe receipt.

It is advisable to have your order delivered to wherever you will be during normal working hours.

If no one is home to accept your order then you will be left a calling card and the goods will be returned to your local depot. You may contact the couriers to arrange a suitable redelivery date, or alternatively it may be possible to pick up the order from your local depot. (Please confirm this with the courier first). Identification will be required on request.

Yes. we currently deliver to many countries in Europe, the appropriate delivery charges will be shown in your basket after you have entered your delivery address details but before you have to enter any payment details. Deliveries outside the UK will be shipped by the most economical service.

No we cannot currently specify the time of delivery - orders are usually delivered between 9am-6pm Mon-Fri.

We will refund or exchange any items for another size or colour within 14 days of your order. Products must be unused, in a saleable condition and in their original packaging with all labels still attached and must be sent with a completed returns form. You will be required to pay the postage costs for exchanges. Once we receive the goods and form we will process within 3 days and inform you within 24 hours of receipt if there is a stock problem. Refunded items will be credited to the account details provided when making your order.

In the unlikely event that you receive your goods in an unsatisfactory condition please contact us immediately by e-mail and return the goods with a completed returns procedure form stating exactly what the fault is. Please inform us if you want a refund or replacement and we will contact you within 24 hours if there are any stock problems. We will credit your card for the return postage costs and redeliver for free.

Yes, of course! Please email info@bluefinwatersports.com and we will amend your details immediately and send confirmation of the change.

Our products are offered subject to availability. Most products are held in stock. Others may be in stock depending on season or available from our suppliers within 2-3 days. If you have an enquiry about availability please contact us by email info@bluefinwatersports.com and we will be happy to have a look for you. If for any reason we cannot supply you with any part of your order we will contact you via email or phone to advise you.