Delivery and Returns
Royal Mail 48
Orders with a value of £20 and over are eligible for free delivery. If your order is less than £20 the delivery cost for your order will be calculated by your shopping cart before checkout. Normally this will be £3.99 but may be more for larger heavy items. To qualify your order can not include any kayaks, sit on top kayaks, canoes or paddles.
We will aim to dispatch orders received Monday - Friday before 1400 hours that day (excluding Bank Holidays). If your order is placed after 1400hrs it will normally be dispatched the next day working day. We do not dispatch on Saturday and Sunday.
Smaller Items will usually but not always be sent with Royal Mail's Tracked 48 Service. Orders for multiple items or large single items may be dispatched using UPS or Parcel Force.
Royal Mail 24
Orders with a value of £99 and over are eligible for free delivery. If your order is less than £99 the delivery cost for your order will be calculated by your shopping cart before checkout, normally this will be £2.99 but may be more for larger heavy items. To qualify your order can not include any kayaks, sit on top kayaks, canoes or paddles.
We will aim to dispatch orders received Monday - Friday before 1400 hours that day (excluding Bank Holidays). If your order is placed after 1400hrs it will be normally be dispatched the next day working day. We do not dispatch on Saturday and Sunday.
Smaller Items will usually but not always be sent with Royal Mail's Tracked 24 Service. Orders for multiple items or large single items may be dispatched using UPS or Parcel Force.
Large Parcel Services
The delivery cost for your order is calculated by your shopping cart before checkout and in many cases is free when possible.
We class the following post codes as the Scottish Highlands and non mainland UK : BT, PO30-41,IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE, IM,GY,JE. The Isle Of Wight, Isle Of Man, Channel Islands and Northern Ireland also fall into this delivery section.
Rest of Europe
Please note that we don't currently offer shipping outside of the UK.
Customs clearance charges and fees may be payable on items/goods entering the destination country including the EU from the UK. These depend on the contents’ value. You are responsible for paying these as the parcel won’t be released until payment has been received.
Kayak and Canoe paddles are not included in our free delivery offers unless part of an order including a boat for free local delivery. The cost of the delivery will be calculated by your cart at check out. For most areas the charge will be £7.99 but for some geographic areas it will be £19.99.
Paddles will be sent with a courier normally on a 48 hour service or in the case of some locations in the highlands or Northern Ireland 3-day service.
Kayaks under 15' can be delivered by courier Monday to Friday excluding bank holidays. We don't ship kayaks longer than 15', canoes or composite boats. Kayaks and Canoes are not included in our free delivery offers unless part of an order including a boat for free local delivery. Please see the below table for details of the charges
Once your order has been placed we will contact you to confirm a delivery date. Delivery takes a minimum of two days but can be 3 days for some geographic areas. This will be confirmed before the order is dispatched. The courier will contact you to confirm the delivery date and on the day of delivery email a 2 hour delivery slot.
When accepting your delivery on any of our goods please check the items are in a satisfactory condition before you sign and advise us immediately of any problems. You should sign for goods as damaged if there is any damage to the packing.
|Kayak Delivery Costs|
|Delivery Areas||Cart Weight <30kg||Cart Weight 30<70kg|
|Local Delivery*||TW, KT, GU18, GU19, GU21, GU22, GU23, GU24, GU25, SL0, SL3, SL4, SL5, SW13, SW14, SW15, SW20, UB1, UB10, UB18, UB2, UB3, UB4, UB7||£0||£0|
|Standard||Excludes all the below postcodes, BT postcodes and TR21-25, IM, GY, JE||£55||£99|
|Industrial Scotland||DD1-DD11, DG1-DG14, DG16, EH1-EH55, EH91, EH95, EH99, FK1-FK21, KA1-KA26, KA29, KA30, G1-G84, G90, KY1-KY16, KY99, ML1-ML12, PA1-PA19, PA21-PA36, PA37, PA80, PH1-PH16, TD1-TD15||£65||£109|
|Grampians||AB10-16, AB21-25, AB30-37 , AB38 , AB39 , AB41-45 , AB51-56 , AB99||£75||£129|
|Scottish Highlands||IV1-IV28, IV30-IV36, IV40, IV52-IV54 , IV63, KW1 - KW3, KW5- KW14,PA33 , PA38 , PH17-PH26, PH30-PH41 , PH49 , PH50||£75||£129|
|Scottish Offshore Islands||HS , ZE, IV55-56, KA27, KA28, KW15-17, PA41-49, PA60, PA61, PA62, PA77-78, PH41, PH42, PH43-44||£300||£500|
|Please emails us at email@example.com or call us on 01932 247978 if you want us to ship to an area not covered or your order exceeds the weight limits|
*Free Local Kayak & Canoe delivery
We offer a free delivery service using our own vehicles and staff for all canoes and kayaks to customers in the local area. If you live in one of these post codes select "Local Kayak Delivery" at the check out. We will then contact you and arrange a convenient time to deliver your order.
We may also be able to offer delivery outside of these postcodes for a cost please contact us for a quote.
- When accepting your delivery on any of our goods please check the items are in a satisfactory condition before you sign and advise us immediately of any problems. The driver will wait while you check. You can sign for goods as damaged. We can then sort out getting the item replaced.
- If there is a delay in us dispatching it to you which means it will be longer than the stated number of days then we will let you know by email or phone if you leave us your number.
- We retain the right to cancel and refund any order where the delivery address does not correspond to the delivery option paid for.
Ordering Out of stock items
We endeavour to keep stock levels on this site as up to date as we can. However if you order an item that is out of stock and we haven’t warned you we will send you can email the day you place your order if it's in working hours to let you know.
If you come across an item that is out of stock you can leave us your email address and we will let you know when the item will be available.
Returns and Refunds
You have the right to cancel your order for any reason within 31 days. The cancellation period will expire 31 days from the day you receive your order or in the event of items being dispatched separately on the date you receive the last item.
Please address all returns to: Whitewater the Canoe Centre, Shepperton Marina, Felix Lane, SHEPPERTON, TW17 8NS
You are responsible for the cost of returning the goods to us. Please retain your proof of postage until we have received the items back.
Good returned to us must be unused, undamaged and in a saleable condition with all labels still attached. Please include a returns form or the relevant information so we can deal with the return as quickly as possible.
If the goods you receive are damaged or faulty in anyway, please contact us so we can arrange a refund and cover the cost of the return postage. However, any damage that could have been spotted on an initial inspection of the goods when they were received should be stated when the goods are signed for. Any damage to the goods, for example dents in boats, need to be stated upon receipt. We can't issue refunds in such circumstances.
Exchange of Goods
If you would like to exchange for an alternative size/variant/model etc we will happily supply replacements, subject to stock availability.
An additional charge for postage will be made to cover handling and return carriage costs. All items returned must be unused and with their original labelling and packaging intact.
A completed returns note and a copy of your receipts must also be enclosed. Please do not send original receipts as we cannot guarantee to return them.
We can't do refunds or exchanges in the following circumstances.
- You have used the items outside.
- You don't have the original receipts and labels
- The item is not in a resalable condition.
Please telephone or email us before sending any goods back to us – whatever the reason!
Tel: + 44 (0)1932 247 978
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