Welcome to SUP Inflatables UK’s FAQ section! We’ve compiled answers to the most common questions about our products, shipping, payments, and more. If you can’t find what you’re looking for, our friendly customer service team is always happy to help at [email protected].
About Our Products
What types of paddle boards do you offer?
We specialise in high-quality inflatable stand-up paddle boards (SUPs) and accessories. Our product range includes:
- All-round paddle boards for beginners and recreational use
- Performance boards for more experienced paddlers
- Multi-person boards for group adventures
- Kids’ paddle boards
- Complete paddle board packages with all necessary accessories
What’s the difference between 2-piece and 3-piece adjustable paddles?
Our 2-piece paddles offer a simple, sturdy design that’s easy to adjust and perfect for most paddlers. The 3-piece paddles break down smaller for more compact storage and travel, making them ideal for those who need to pack their gear tightly. Both types are fully adjustable for different user heights.
Do you sell paddle board accessories?
Yes! We offer a complete range of accessories including:
- Paddle bags and dry bags
- Buoyancy aids and safety gear
- Leashes and quick-release belts
- Neoprene gear and paddle board wear
- Footwear and changing accessories
- Drysuit and jackets for all weather conditions
Ordering & Payments
What payment methods do you accept?
We accept all major credit cards including Visa, MasterCard, and JCB, as well as PayPal for secure online payments.
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect all your payment information. We never store your full credit card details on our servers.
Can I change or cancel my order after placing it?
We process orders quickly to get your gear to you as soon as possible. If you need to make changes, please contact us immediately at [email protected] and we’ll do our best to accommodate your request before your order ships.
Shipping & Delivery
Where do you ship to?
We ship worldwide to most regions, excluding some parts of Asia and remote locations. During checkout, our system will automatically calculate available shipping options for your specific location.
What are my shipping options?
We offer two shipping methods:
- Standard Shipping: £12.95 via DHL or FedEx (10-15 business days after dispatch)
- Free Shipping: For orders over £50 via EMS (15-25 business days after dispatch)
How can I track my order?
Once your order is dispatched, you’ll receive a confirmation email with tracking information so you can follow your package’s journey to your doorstep.
Do I need to pay customs or import fees?
Delivery times are estimates and may vary depending on customs processing in your country. You may be responsible for any customs duties or import taxes in your country. These fees are not included in your order total and are determined by your local customs office.
Returns & Exchanges
What is your return policy?
We offer a 15-day return policy from the date you receive your items. To be eligible for a return, your item must be unused and in the same condition that you received it, with all original packaging and tags attached.
How do I initiate a return?
Please contact our customer service team at [email protected] to initiate a return. We’ll provide you with return instructions and the appropriate return address.
When will I receive my refund?
Once your return is received and inspected, we will send you an email to notify you that we’ve received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.
Contact & Support
How can I contact customer service?
Our friendly customer service team is available via email at [email protected]. We aim to respond to all inquiries within 24 hours during business days.
What are your business hours?
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM GMT. Emails received outside these hours will be responded to on the next business day.
Where is your company located?
Our headquarters is located at 54 Cowley Rd, Oxford, GB OX2Q 5OG. Please note this is not a retail location – we operate as an online store only.
Still have questions? Don’t hesitate to reach out to our team at [email protected]. We’re passionate about paddle boarding and happy to help you get the most out of your SUP adventures!
Happy Paddling,
The SUP Inflatables UK Team