Frequently Asked Questions (FAQs)
Ordering & Payment
Q: Can I visit your shop to browse or buy items?
A: No, we do not have a physical shop or showroom. Our premises are an active warehouse with heavy machinery (forklifts and HGVs), so for safety reasons, we cannot allow site access to customers. All orders must be placed online.
Q: What payment methods do you accept?
A: We accept most major credit and debit cards and secure online payment options. All transactions are processed securely through our website. Please note that there are no payment facilities available at our warehouse.
Q: Do you ship internationally?
A: No, we do not currently send outside of the UK due to the long transit times and additional associated charges.
Q: Do your prices include VAT?
A: Yes, all prices listed on our website include VAT where applicable.
Q: How is your rope priced?
A: Our rope is sold per meter i.e. if you add 10 to your basket, we will send you 10 complete meters.
Shipping & Delivery
Q: How much does delivery cost?
A: Our standard UK delivery charges are:
- Standard Delivery: £3.95 (Free on orders over £49)
- Express Delivery: £6.95 (Free on orders over £99)
- Note: Costs for international orders or bulky items (like masts or trolleys) will be calculated at checkout.
Q: How long will my order take to arrive?
A: Standard Delivery typically arrives in 1–3 working days. Express Delivery is designed for faster arrival. Once your order is despatched, our carrier will send tracking details and an estimated time of arrival (ETA) directly to your phone and email.
Q: Can I collect my order in person?
A: Generally, no. We do not offer a "Click and Collect" service for standard items.
Exception: Collection for very large or bulky items (e.g., boats, masts) may be arranged by special appointment only. Please contact us directly to discuss this before placing your order.
Q: I’m ordering a mix of small and large items (e.g., a trolley wheel and a long tube). Why can’t I see a shipping option?
A: Occasionally, our system cannot calculate a combined shipping cost for items with vastly different shapes or sizes. If this happens, please try ordering the items separately or contact us for assistance.
Returns & Refunds
Q: What is your return policy?
A: You have 30 days from the day you receive your order to return items. Items must be unused, unopened, and in their original condition with all tags attached. You do not need a returns number.
Q: How do I return an item?
A: Please package your item securely and include a copy of your delivery note or order number inside the package so we can identify it.
Send returns to:
Sailboats.co.uk (Marine Group)
Unit D Spinney View
Stonecircle Road
Northampton
NN3 8RF
Q: Can I drop off my return at your warehouse?
A: No. As we do not have a customer counter or shop, please do not attempt to return items in person. All returns should be sent via post or courier.
Contact & Support
Q: How can I contact you?
A: You can reach us via:
- Email: sales@sailboats.co.uk (Best for returns, order tracking, and technical queries).
- Phone: 01604 969268
- Opening Hours: Monday – Friday, 09:00 – 17:30.
Note: Calls with a withheld number will not connect.
Q: I have a technical question about a product. Can you help?
A: Absolutely. If you have questions about sizing (e.g., for Zhik clothing) or technical specifications for boat parts, please email us with the details. This allows our technical team to provide you with the most accurate advice.
Q: Where are you located?
A: Our registered office and warehouse is in Northampton:
Unit D Spinney View, Stonecircle Road, Round Spinney Industrial Estate, Northampton, NN3 8RF.
(Please remember: This is a correspondence and returns address only; no site access is permitted.)
