Welcome to the Help Centre
55 Marden Road
Tyne and Wear
We will take every effort to get you goods to you as efficiently and effectively as possible. All orders placed before 3pm will be shipped on the day of ordering subject to payment authorization and item availability.
Any items which are out of stock will be shipped as soon as they become available. If this causes a delay in your delivery, you will be notified and your order dispatched as soon as possible. If any items are unavailable, you will be contacted and offered a replacement or refund.
If your order total is under £45 then you can choose one of the following options. Please take note of the availability on the product page and your confirmation email - if the availability is not 'In Stock' then the order will be shipped according to your delivery preference once it arrives into stock. For example if the availability is 'Ships in 3-5 Days' because it isn't in stock and has to come from Italy, and you've chosen 'DPD Next Day Delivery' then the item will take 3-5 working days and then be shipped on a next day delivery.
- Standard Delivery - £3.95 (1-3 Working Days)
- 24 Hour Delivery - £4.95
- DPD Next Day - £5.95 (Guaranteed Next Working Day + 1 Hour Delivery Window)
If your order total is over £45 then you can choose
- Standard Delivery - FREE
- 24 Hour Delivery - £4.95
- DPD Next Day - £5.95
Please be aware that the prices above are for areas classed as "UK Mainland" by DPD which does NOT include offshore islands, Scottish highlands or Northern Ireland.
Our website has a comprehensive postage system which takes into account the weight of your delivery and the destination address - to get a quote for your order please add the products you'd like to buy to your basket, go to the basket page and fill in the "Estimate Shipping & Tax" section to get the price.
This shipping method is available for British Forces Posted Overseas and addresses only. Shipping is as with all other UK mailing but please check to see that the size and weight of your order does not exceed maximums for your BFPO destination number by checking with the BFPO website.
Please note that once we have shipped the item and handed over to the BFPO service we have fulfilled our contract and delivery responsibility. All queries and problems with delivery must be taken up by yourself with BFPO and any claims must be handled between yourself and them.
Please be aware that some products have restrictions on which countries we can send them to. Please enquire ahead of time if you require an order dispatched outside the EU and we can advise.
If this applies to you, the price you will pay for the goods will automatically be adjusted to remove the VAT element - you MUST choose the correct country on checkout for this to apply. We CANNOT refund the VAT once the order is completed.
You can also avoid paying VAT if you are having your goods sent to you in the UK, but are taking the goods abroad permanently within 3 months of making the purchase. You will have to pay the VAT with your order and reclaim the tax per relevant regulations - please be advised we cannot help with this process.
Account and Order Status
Managing my account
To login to your account simply press the account button on the top right of the navigation bar and enter your login details. If you haven’t made an account yet you can create when before making a purchase or click Here to create an account.
Once you’ve logged in you can change important account details, track your orders and see your loyalty points.
You can view your current total loyalty points and your current level within the account screen. To learn more about our loyalty scheme Click Here
How do I change my password
Changing your password is easy. Log in to your account following the steps listed in the ‘Managing My Account’ section. In the centre of the Account Dashboard you’ll see a ‘Contact Information’ panel. Click the ‘Change Password’ button and follow the steps.
How can I track my order
To track your order login to your account. Enter the ‘My Orders’ section of the dashboard, from here you will be able to see any information you need regarding your order.
Cancelling an order
The easiest way to cancel your order is to give us a call on 0191 253 6220. Calling us will allow to check on the status of your order and ensure it doesn’t get despatched. Otherwise you can cancel your order in Order Status panel under within the Account Panel
We accept a variety of payment options including the majority of major debt and credit card providers.
We do not accept cheque payments.
If you have a discount code to use at Deep Blue Dive they’re easy to apply to any items in your cart. While viewing your cart, click the Apply Discount Code button. Enter your discount code into the box and press Apply Discount. Our system will automatically recalculate your order total.
RETURNS & EXCHANGES
Order Cancellation Policy
Our customers have the right to cancel their orders within 14 days unless their order has been dispatched. After the order has been dispatched, it is the customers responsibility to return the item in a resaleable condition and receive either a full or partial refund.
How do I return or Exchange an item?
We hope that the goods delivered to you are correct and we do everything we can to ensure you are happy with your order. However if you are not, need an exchange or receive damaged goods then please contact our team on firstname.lastname@example.org for a returns slip and include with the return items.
If you’d like to return or exchange an item please send the item back with the receipt and the included returns note filled-in. Please write the member of staff you discussed the order return with. It makes life much easier for us :)
Please ensure you return the item with all your important contact details (including a daytime phone number) and a note of why the goods are being returned. It is essential that this is filled out and attached to your original receipt when returning the item. If this is not filled in and returned then your request will not be able to be processed.
Please note that all underwear is non-returnable for hygiene reasons.
What if I receive damaged goods?
In the unlikely situation that you receive a faulty product we will exchange it for an identical replacement free of charge provided that the product is returned to us in its original packaging and the fault is notified to us within a reasonable time period. The replacement is at the discretion of the management / sales team. Please note that fault during use, will be subject to checks and we may not be liable if the product has been damaged after being open and worn / used.
Please contact us before returning any items. A full refund (minus the cost of posting the item to you) can be issued for any unused returned goods. A restocking fee of 10% will be charged for goods that were a special order.
If any product that is purchased does not turn out to be the correct one for you then we will exchange it for the correct size, colour etc. provided that the product has not been used in any way and is returned to us in its original packing (if applicable) "as new".
If there is a problem then contact us immediately to speak to one of our team. If the item was ordered incorrectly i.e. wrong size or colour then a free exchange can not be made. Postage will not be free on the return item. If you have received an incorrect item, we will exchange the item and refund the postage up to £6.50.
Unfortunately we’re unable to offer refunds of clearance items unless they arrive in a condition that wasn’t described before making the purchase.
STOCK & AVAILABILITY
Do you keep all items in stock?
For the most part we keep all of our stock on hand, however occasionally items do go out of stock. For that reason sometimes stock will be listed as being on backorder meaning we’ll be ordering from our supplier soon. Usually this means a brief delay of 1-5 days on your order. If this happens we will notify you as soon as possible. If you’re unsure before placing your order please contact us over the phone, by email or via social media.
How long will an item take to reach me if an item is not in stock
It all depends on how long it takes our supplier to get the item to us! If any item you’ve ordered is ever out of stock we’ll try our hardest to get it as quickly as possible and provide you with as much information as possible regarding a timeframe for your order.