We want you to have a great shopping experience with Ocean Leisure but sometimes things don’t go quite right and when they do we will put them right again super-fast. If you’re not sure about something you can always ring us and talk to a friendly person who will help you. The number is 0207 930 5050. However if you’d rather you can check the following FAQs to see if you can find an answer yourself.
Orders and deliveries
My delivery is later than expected?
Occasionally, delays will occur that are beyond our control. If there is a delay for any reason, we will let you know as soon as we can.
Before getting in touch make sure we haven’t sent you an email.
You can always track your order’s progress online by signing into your account if you’ve created one. If you’ve checked out as a guest you won’t be able to do this.
If your delivery is late and we haven't been in touch, please speak to our customer services team on 0207 930 5050 or via e-mail: firstname.lastname@example.org.
Where is my order?
You can always track your order using the tracking reference supplied in the shipping e-mail. You can also phone Customer Services on 0207 930 5050. It sometimes takes longer to deliver items to Northern Ireland, the Isle of Man, The Isles of Scilly, Orkney, Shetland and other Scottish islands.
Can I choose a delivery time?
Our standard free delivery normally takes between 2-3 days and will arrive between 7am and 8pm. We also offer faster delivery options, choose the appropriate service you require at delivery options. Please phone our Customer Services on 0207 930 5050 if you need a Saturday delivery or have a specific request.
I have not had my order but tracking says it has been delivered?
Is it possible that a relative or neighbour has signed for your delivery?
If you think there’s been a problem, please just get in touch with our customer services team on 0207 930 5050. You can also e-mail us: email@example.com.
What do I do if I have something missing from my delivery?
You should contact our Customer Services as soon as possible on 0207 930 5050.
How much does home delivery cost?
All deliveries over £100 are free of charge within the mainland UK. If you need a next day delivery select that at checkout or for Saturday delivery please contact Customer Services on 020 7930 5050 A next day service normally costs £8-15 depending on item weight.
I have not received a confirmation e-mail after I placed an order.
Please sign into My Account if you’ve created one. If your order has been placed it will show an order number.
If your order isn’t showing, please check your basket. Items still in there? Your order hasn’t been checked out. Please just enter your payment details and click ‘place order’. No items in your basket? Please get in touch with our customer services team on 0207 930 5050.
Can I add to or change an existing order?
If you need to make a change to an existing order, please call us as soon as possible on 0207 930 5050. Once your order has been confirmed any changes may delay your delivery date.
Do you do international shipping?
Yes we do. When you’re checking out, at delivery options, click on the country drop down box. If your country is listed we will ship to you. If you’re outside the EU VAT will be automatically deducted from the total. Please be aware that you may incur custom duty payable in your own country. Delivery times vary dramatically depending on destination. If your country is not visible we probably can’t deliver to you but please feel free to phone Customer Services on 0207 930 5050.
Refunds and returns
How do I return a product?
Damaged Items: To arrange an exchange or return please contact Customer Services on 0207 930 5050. You can also e-mail us: firstname.lastname@example.org.
Faulty Items: Within 30 days of purchase you will be offered a full refund, thereafter you may be offered a repair, replacement or partial refund depending on the product and usage.
You can return items using the pre-printed label on the delivery note. Please let us have any original packaging, tabs, labels and accessories and please package it all securely. Please also include a short description of the fault, damage or reason for return i.e. too small.
If you’re returning an item because you’ve changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected.
If you have any queries please contact us on 0207 930 5050 or via e-mail: email@example.com.
I’ve returned an item but I haven’t received my refund yet?
We will always issue a refund on the same day we receive back a product providing it is in an acceptable condition. However different banks will take a differing amount of time to process a refund. On average it will take three days for a refund to appear in your account, on occasion longer. Please be patient but if in doubt ring your bank or our customer services.
Why has my order been refunded / cancelled?
If you’d like to know why this has happened, please contact our customer service team using the phone number or email address on the Contact us page.
Can a different account be credited with a refund?
Sorry. A refund has to be made to the original card used for payment.
An item I want is out of stock, how can I find out when it comes back into stock?
If you have an account you can a request and automated back in stock e-mail. If you haven’t an account please contact our customer services team and they will do their best to answer your question.
I rang your Customer Service number a few times and couldn’t get through.
Our customer service is open:
Monday – Friday 9.30 am – 6.00 pm
Saturday 11am – 6pm
Sunday 12am – 5pm
Remember you can also reach us by email.
Can I purchase items over the phone?
We’re afraid that at the moment this service is not available. If you need assistance placing an on-line order please ring our customer services.
There seems to be a mistake on my invoice. What should I do?
Please contact Customer Services on 020 79305050 and have the invoice to hand.
What payment methods do you accept?
You can pay with all major credit and debit cards including: VISA, VISA Electron, MasterCard, Maestro, Delta. We also accept PayPal. We’re afraid we do not accept American Express.
I’ve forgotten my password
You can retrieve lost password by clicking Forgot Your Password just under the sign-in box. You will need to remember the email that you used originally.