Delivery

Delivery charges and timescales vary depending on the item ordered and the delivery address. Subject to the exclusions below, the total delivery charge will be shown at the checkout stage of the ordering process.

We reserve the right to change this delivery charge policy at any time and without notice.

Delivery within the UK

Delivery is free for all single orders totalling over £50 delivered to a single address in mainland UK. Some exclusions apply, see below.

Deliveries to Northern Ireland, Highlands and Islands (including Isle of Wight) are not included as mainland UK for delivery purposes. We will check with our carriers prior to delivery and may contact you by email or telephone if further carriage charges are necessary. You will have the opportunity to accept or cancel the order.

Some items, such as composite canoes and kayaks, cannot be sent with a carrier as they may get damaged in transit. In such cases, we will inform you by email or telephone as soon as possible to make alternative arrangements. This may involve carriage charges which will be agreed prior to delivery. If you collect the goods, any delivery charges will be refunded.

Our aim is that orders received by noon Monday – Friday will be shipped that day. However this is subject to the item being in stock at our Gloucestershire warehouse. Delivery should be one to three days from shipment depending on the goods sent and the delivery address.

Most orders are sent by carrier and will require a signature on receipt. We will contact you prior to despatch to agree the best delivery date. Delivery may be any time between 8am and 6pm. Deliveries to remote areas, particularly Highlands and Islands, where the carriers quote 3 to 5 days, are not guaranteed.

If there is nobody available at the delivery address to accept delivery a card should be left. Depending on which carrier was used, they may attempt delivery the next working day. However, this and any subsequent deliveries may incur a charge. Alternatively, they may give details of how to arrange redelivery or the address from where the parcel can be collected. We accept no liability if the delivery is not made due to the recipient not being available. If the recipient fails to collect the parcel or arrange redelivery in good time the goods will be returned to us and a charge will be made for redelivery to that or an alternative address.

In the event that you select a business address for delivery, we shall be deemed to have delivered the order to its intended recipient by delivering it to the reception area of the business address.

Small orders will be sent by Royal Mail. This may be first class, second class or Recorded Delivery, which will require a signature, depending on the size, weight and value of the order.

If you require delivery by a particular date, please let us know and we will contact you if we are unable to meet your deadline.

Where the supply of your product is delayed or prevented for reasons beyond our control (for example, material shortages, import delays or higher than anticipated demand) we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.

International Shipping

Our standard charge for international deliveries is £15 however this is for small items only. There may be an additional charge for larger or more valuable items. Please contact us by email or telephone for a quoted delivery charge. Orders will be sent either by post or with a carrier and usually require a signature on receipt.

Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK.  Canoe and Kayak Store reserves the right to define what can and cannot be delivered to which destination.

Purchases will be made in Pounds Sterling.  International credit card providers or banks will determine the exchange rate and may add additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay.

Products are sold on a delivery duty unpaid basis.  The recipient may have to pay import duty or formal customs entry fee prior to or on delivery.  Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery.

We cannot guarantee that we will accept orders from countries outside the UK.

Canoe and Kayak Store Returns Policy

Purchases from store

If you bought goods at either of our shops you may, at our discretion, be able to return items within 14 days for a full refund, as long as they have not been used and still have the original labels attached. Please take the items back to the shop, together with your receipt. Any refund can only be made using the same method as the original transaction so if you paid by debit/credit card please take that with you also. We cannot issue refunds against clearance goods.

Your right to cancel your order

If your purchase was as a consumer online or by phone, under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR) you may cancel all or part of your order, without reason, within 14 days of delivery. The regulations do not apply to any custom-made items or personalised goods.

Under the CCR regulations, you must notify us in writing within 14 days of delivery that you wish to cancel all or part of your order and then return the items within a further 14 days.

You must take reasonable care of the goods until returned and they must be returned unused, with original labels still attached and any component parts must remain unopened. Please complete our returns form, which will have been sent with your order, and send it with the items to the address shown on that form.

Please be aware that, unless you are returning products because they are faulty or not as described, you will be responsible for any postage/carrier costs incurred in sending the goods back to us. We recommend that items being returned be sent via insured, trackable delivery for your protection. We will not be responsible for any loss or damage to them in transit.

We reserve the right to charge you, or reduce your refund, for any loss or damage in transit or if you have reduced the value of the items eg. you have worn shoes outside and scuffed the soles.

Within 14 days of receipt of the goods, Canoe and Kayak Store will give you a full refund of the amount paid for the returned item, including any standard delivery charge if applicable. Refunds can only be made using the same method as the original transaction. If you bought your item using a gift voucher, you will be issued with another gift voucher. Please note that refunds to credit cards can often take 2 – 3 days to appear on your credit card account.

This is not intended to be a full statement of all rights under the CCR.  Full details of your rights under the CCR are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Damaged or incorrectly supplied goods

On receipt, you should check all items against your order. If any items are damaged on delivery or incorrectly supplied please contact us as soon as possible, and in any event within 14 days, by phone or email and we will endeavour to rectify the problem as soon as possible. Please complete our returns form and send it with the damaged or incorrect items as soon as possible to the address on the form. We will then send you the replacement goods and refund any postage costs you incurred returning the items. Refunds can only be made using the same method as the original transaction. Please note that refunds to credit cards can often take 2 – 3 days to appear on your credit card account.

Exchanges

If you wish to exchange your purchase for a different size/colour you must notify us within 14 days by email or telephone of your intention to do this and you then have a further 14 days to return the goods. Please complete our returns form and send it with the relevant items to us at the address on the form. The item must be unused, undamaged and with original labels still attached. Please note that you are responsible for any return postage. We will not be responsible for any loss or damage in transit.

We reserve the right to make a £4 charge to cover the costs of sending the replacement items. Large items such as kayaks and paddles may incur a higher charge that will be agreed with you. Payment for this must be provided before we send out the replacement item. This charge does not apply if you collect the replacement goods from Canoe and Kayak Store.

For international orders the charge will vary depending on the current cost of delivery to that country. For an accurate price please contact us before returning the item.

In the case of warranty returns this charge will be waived as long as the returned goods are clean and free from dirt to comply with current Health and Safety Regulations.

If we are unable to supply the replacement items we will refund you the full amount paid for the item, including any standard delivery charge, using the same method as the original transaction.

Custom-made or personalised items, DVDs and books are not returnable unless defective.

Returning faulty goods

Under the Consumer Rights Act 2015 goods ordered at home must be as described, fit for purpose and of satisfactory quality. If any of the goods supplied by us fail to meet any of those criteria you have the right to reject them for a full refund. This right must be exercised within a 30 day period from the date you purchased the goods. If we fail to deliver within that 30 day period, or by a later date as agreed with you, you also have the right to cancel for a full refund. After 30 days you will not be entitled to a full refund if the product develops a fault.

If you wish to reject goods under this Act, please complete our returns form and send it with the items to the address shown on that form. If the goods are faulty we will contact you to arrange a repair or replacement.

Refunds will be for the item purchased plus any delivery charge that may have been made and will be by the same method as the original purchase.

All of the above does not affect your statutory rights.

We've made things easy for you. Order online, Collect in-store. Locally available stock (it's in the store) is available to collect immediate but we'll ring you to let you know anyway!