Welcome to the Help Centre
55 Marden Road
Tyne and Wear
Shipping & Delivery Information
At Deep Blue Dive we strive to get your order to you quickly and efficiently and without fuss. We offer a number of a options to suit your needs and put in our all to ensure that your order arrives in time and in the condition you’d expect.
We offer Free Delivery on any orders in the UK (Excluding Scottish Highlands area) over £40 using Royal Mail’s 2-3 day service. High value orders over £100 will ship DPD Next Day for free to ensure they get to you safely, securely and quickly.
Some items of extremely high weights (such as multiple tanks or heavy hardware) are exempt from Free Shipping and are calculated independently.
What Delivery Options do you offer?
We use 3 couriers: They are Royal Mail, DPD and DHL. The options available are as follows:
- Royal Mail Tracked 2-3 Working Days Delivery
- DPD Next Working Day
- DHL International
Standard Royal Mail shipping within the UK is £2.95, while DPD next day is £4.95.
For orders valued at over £45, upgrading to DPD next day is £2.95.
Once your order has been despatched you’ll receive an email which will include your tracking number and a link to the couriers website.
International shipping is calculated dependant on the weight of your order and the destination. The cart will automatically calculate this for you during checkout, before you’re asked to pay.
Do you ship to my country?
Almost certainly. We ship to most places in the world, although some products are restricted (See Restricted items). To find out if we ship to your location, search for your country on the dropdown menu during checkout. This will also calculate shipping for you.
How long will my order take to arrive?
If you’re ordering within the UK (excluding the Highlands) your order should arrive within the allotted time appropriate to the delivery option you have chosen, either next day or 2-3 work days.
If you’re order is being shipped out of the UK we’re unable to provide definite shipping times. obviously it depends how far away you are from the UK. If in doubt contact the appropriate courier once your order has been despatched.
We send hundreds of parcels every day through our couriers and in our experience they’re the most reliable options available and in 99.99% of cases your goods reach you promptly and in the condition you expect. However, occasionally things can go awry. In that situation we’ll work with yourself and the courier to resolve the problem quickly.
When will you despatch my order?
We aim to despatch all orders placed before 3pm same day to ensure your order reaches you promptly.
In the exceptional case that your item isn’t in stock for any reason we will contact you at the earliest possible point by phone and by email.
Can I collect my order?
Yes, we have
Some products are restricted in various parts of the world which will prevent us shipping them to you if you live in those localities. As this varies from product to product the easiest way to find out is to contact us or add the item to your basket, our automated system should prevent you making the purchase.
If you live outside of the UK your order may be VAT exempt. The price you will pay for the goods is automatically adjusted to remove VAT when you select your parcels destination.
We are currently unable to issue VAT exemption forms
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 also accept paypal payments.
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.