HELP WITH THE WEBSITE

The information on this page will hopefully answer most of the questions that we usually get asked, but please feel free to contact us on 01903 249642 or at enquiries@makingasplash.co.uk if you need any further assistance and we will be more than happy to help.

Q. What is the connection with www.MakingaSplash.co.uk?
A. We are part of the MakingaSplash group of UK Water Sports stores. MakingaSplash Ltd are the UK Premier JOBE Retailer and as a result we are able to offer all of the same great deals that MakingaSplash can offer plus some fantastic extra deals not offered anywhere else. Our terms and conditions and our business standards and ethics are identical to those of www.MakingaSplash.co.uk, as is our commitment to providing the highest possible standards of customer care.

Q. If I want to buy something, 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 over a decade. We won't boor you with the technicalities, but what this means to you and I 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. Obvioulsy 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 fixed price delivery service offer 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. Smaller / lighter items are sent via Royal Mail First Class Recorded Delivery and larger / heavier items are generally sent via Royal Mail Parcel Force or TNT. Either way, everything will be 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.

Q. Can I ask for my parcel to be delivered at a specific time?
A. This is a difficult one as the Post Office only operate on a best effort basis and couriers 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.

Q. Can I contact you directly to place an order?
A. Yes, but we are an Internet-only business so placing an order is always best achieved directly via our website.

Q. 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. In-stock items are dispatched on the next working day after the order was placed, otherwise dispatch is 3 working days. If you place an order over a weekend the clock will start ticking on the subsequent Monday.

Q. Can I track my order?
A. Yes, usually. Smaller items are generally sent via Royal Mail First Class Recorded Delivery and a tracking facility is not available for this service. However, larger or higher value items are sent via courier and can be tracked as soon as they have been picked up from us. Wherever possible will send you a tracking / consignment number so that you can track your order.

Q. What happens if I am not in when my package arrives?
A. No problem. If no one is home to sign for your package then you will be left a calling card and the courier will usually make another attempt to deliver on another day. If this is not successful then the goods will be returned to your local depot. All you need to do then is 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. REMEMBER THAT OUR CHECKOUT ALLOWS YOU TO HAVE YOUR PARCEL DELIVERED TO AN ALTERNATIVE ADDRESS, SUCH AS YOUR PLACE OF WORK.

Q. 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 get in touch with us ASAP and we will rectify the situation ASAP.

Q. What happens if I have been sent the wrong item?
A. We're only human and in the unlikely event that you have been sent the wrong item then simply contact us within 24 hours and we will rectify the situation as quickly as possible.

Q. What if I ordered an item in error?
A. No problem, simply refer to our returns policy here.

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 within 5-7 working days?
A. This is very uncommon, but with the best will in the world the delivery network sometimes lets us all down, especially around Christmas or if there is a backlog as a result of industrial action etc. If you have not received your order after 7 working days then please get in touch straight away and we will get on the case.

With thanks

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