Q: How do I use your site ?
A: Simply select an item from anywhere on the site, choose your preferred size, colour and design and then add to your shopping cart. The total number of items and the cost are shown next to your cart. At any point you can review your order and delete items if you've changed your mind by clicking on the cart icon. When you have finished shopping click on the cart icon then the checkout button, you will then be prompted to enter your billing and delivery address, supply payment details and then confirm your order. You will receive an email confirming your order and another when your item is dispatched.
Q: Do I need to create an account to use the site ?
A: No. You can add and remove items from your cart without setting up an account. If you proceed to checkout you will need to provide information in order to process your order.
Q: I experienced problems when I ordered. How can I check you received my order ?
A: Simply send an email to email@example.com and tell us your name, time of order and your order details. We’ll check our system and let you know the status of your order.
Q: How can I use a discount voucher ?
A: If you have one of our discount vouchers you can simply enter the code during the check out phase to redeem the coupon and receive the discount.
Q: What currencies do you accept ?
A: All prices quoted are in GBP and include VAT. Prices of products may change from time to time. If, by mistake, we have under-priced an item, we will not be liable to supply that item to you at the stated price provided that we notify you before we dispatch the item concerned. Customers outside the UK may wish to visit www.xe.com/ucc to convert our prices into their local currency. Please note that the external site should be used as a guide only as most banks will convert our prices into your currency, sometimes applying a small currency conversion charge, before charging your card / account.
Q: Do you offer discounts for large orders
A: Yes we do. Send an email to firstname.lastname@example.org with details of your requirements and we’ll contact you with a discounted cost.
Q: You don’t have the size, colour or design I want, will you be getting any more sizes in stock?
A: Yes we restock items as fast as possible. If you have a specific requirement send an email to us at email@example.com and we’ll let you know when it will be restocked.
Q: When does my card get debited?
A: Your card is debited as soon as your place your order.
Q – Why doesn’t my credit / debit card work ?
A - This could be because the type of card being used is not accepted by our secure payment partner. Logos of all the cards accepted are at the bottom of our homepage.
Q: I forgot to use a discount / gift voucher when I ordered can I use it ?
A: No. We are unable to retrospectively apply voucher codes to your order.
Q: Do you have a shop ?
A: No we don’t and we cannot receive visitors to our warehouse.
Q: Is your clothing available in other colours or sizes ?
A: Yes. We can supply other colours and sizes. Simply email firstname.lastname@example.org and we’ll contact you with availability and delivery times.
Q: How do I take care of my togs ?
A: The majority of our garments are 100% cotton and can be washed as normal in a washing machine. Please follow the instructions within the garments. In general we recommend you:
Do not tumble dry.
Do not wash at temperatures above 40C.
Do not iron directly over the print or transfers.
Do iron inside out.
Do reshape whilst damp.
Q: Why are some items made from organic cotton and others not ?
A: Not all our suppliers offer organic cotton. We are committed to offering our customers choice and will stock more organic items as they become available.
Q: Are your products ethically made ?
A: Scuba Togs is firmly committed to fair and ethical trade, using garments made in WRAP certified factories. WRAP is an independent board of directors and professional staff that independently monitor and evaluate all participating manufacturing facilities. This evaluation is based on 12 production principles involving hours of work, compensation and benefits, health and safety and the prohibition of child labour. Wherever possible Scuba Togs will use WRAP certified products to fulfil your order. If you have any queries concerning any of the products that we offer please feel free to email us at email@example.com
Q: Can I stock your products in my shop ?
A: Yes we are delighted to provide our products on a wholesale basis. Send an email to firstname.lastname@example.org and we’ll contact you to discuss your requirements.
Delivery / Shipping Questions
Q: How long will my item(s) take to arrive ?A: All in stock items are normally processed and dispatched from our warehouse within 3 working days. If an item is out of stock or there is likely to be a delay for any reason we will contact you as soon as possible to let you know. For deliveries within the UK your item(s) should arrive within 7 days. Items shipped outside the UK are dispatched via International Signed For Airmail and should arrive within 14 days depending on location. In all cases please allow up to a maximum of 28 days for delivery.
Q: Which delivery service do you use ?
A: We use Royal Mail for both UK and overseas delivery. All orders are sent First Class and, to protect us and you, must be signed for when delivered.
Q: Can I arrange for next day delivery ?
A: If you need your goods urgently we can often arrange for next-day delivery in the UK , or express courier delivery overseas. These services incur an additional charge, for more information please email us at email@example.com.
Q: I’m not from the UK but want to order from your site. Is this possible ?
A: Yes. Our system will calculate the cost based on your home address. Please note for shipments outside of the UK we cannot be held responsible should local customs authorities confiscate any particular item, or charge any import duty. You are responsible for paying any such duty or other charges.
Q: How much do you charge for delivery / shipping ?
A: Shipping charges are calculated during the ordering process based on the total weight of your order and are clearly shown so you can see them BEFORE you confirm your order. More details are available on our Delivery page.
Q: Can I track my order online ?
A: We will email you when your item is dispatched and notify you if your parcel has a tracking number.
Q: Can I send an item as a gift ?
A: Yes. You can select a different delivery address to your home address during the checkout phase. We will sent the order to this address without an invoice.
Q: My order hasn’t arrived what should I do ?
A: You should receive your order with 7 working days from the date of your order (although most arrive between 2-3 working days). All orders must be signed for so if you were not in when your order was delivered it will need to be collected from your local sorting office. Normally the delivery person will leave a card explaining that they have tried to deliver your order. These can sometimes be mistaken for junk mail and discarded in error. Please contact your local sorting office to enquire if your order is awaiting collection. If there is no package waiting for you, please email us at firstname.lastname@example.org and provide your order number and the date you placed the order.
Q: Can I cancel an order ?
A: Yes you can. Simply reply to the email confirmation you received when you placed your order. Please state why you would like to cancel the order. We will send you an email confirming that your order will be cancelled and we will refund the full amount paid onto your card. Please allow up to 30 days for the refund to appear on your credit card or bank statement as the length of time refunds take varies depending on the card issuer. Please note if your order has been posted you will need to contact us when it arrives and send the order back to us.
Q: My order is incomplete what should I do ?
A: Mistakes can happen. If you have received your order but an item is missing please send an email to email@example.com and we’ll investigate.
Q: Can I return / exchange an item ?
A: Yes. We strive to provide 100% customer satisfaction. Therefore if for any reason you're not entirely happy with your purchase, providing you return the item unused and in its original condition within 14 days, with a valid receipt, we will be happy to replace the item or refund the amount you paid for the item, whichever you prefer. Please contact us to arrange a return. Please note that postage or other return costs will be the customer’s responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods. See our Returns page for further information.
Q: How quickly will my exchanged goods be sent ?
A: Exchanges will be processed within 5 working days.
Q: I've sent an item(s) back for refund, how soon will my card be credited?
A: Returned items will be processed within 5 working days. We will refund your card as soon as possible, normally within 14 working days.
Q: I received an item as a gift. How do I exchange it ?
A :Send the item back to us with details of the senders name, address and email address (if possible). Please include your phone number in case we need to contact you and a note explaining what you would like to exchange it for.
Q: My order arrived but is damaged what should I do ?
A: Please contact us before returning the item to us. We will replace the item at no cost to you normally with 3 working days of receipt of the returned item.
Q: Why am I told that my card has expired, even though it hasn’t ?
A: This problem sometimes occurs when the date set on your own PC is wrong. Please check the date is correct (double click on the time at the bottom right of your screen) and then try again.
Q: Why are items missing from my cart ?
A: You may have clicked on the back button in your browser. After adding to or viewing your cart click on either the Back to Shopping button or the Checkout Button
Q: Do I need to enable cookies to use the site ?
A: We make use of “cookies” and tracking software to collect information about our sites usage and traffic patterns automatically. We use this information to improve the layout and functionality of the site to improve the user experience. The use of “cookies” will not damage your system in any way. Most browsers accept cookies automatically, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may have difficulty accessing some areas of the website. If you are using Internet Explorer you need to enable cookies to shop on our site. Simply select 'Tools' from the top menu bar then Internet Options then Privacy. Now either enable cookies or add us to your trusted sites. You may need to refresh your browser after doing this. If you experience problems please call or email us.
Q: Do you have banners I can use to link to your site ?
A: Yes. Please email us and we'll send you some.
Q: What will you use the information I have given for ?
A: We respect and are committed to protecting your privacy. We will never use your information for any use beyond that stated or the additional permissions that you give us. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) We will not disclose any of your information to any third party except for the purposes of goods delivery. The information collected is limited to your name and contact details and is used for the following purposes:
1) To take and fulfil your orders
2) To allow you to login in to the site on subsequent visits
3) To contact you if there is a problem with your order
4) To inform you of new products, special offers and promotions
5) To measure marketing effectiveness
Under the terms of the UK Data Protection Act, we maintain strict security procedures in the storage and disclosure of all customer or visitor information. If you have any concerns please do contact us at firstname.lastname@example.org
Q: Where are my debit/ credit card details stored ?
A: Any debit/credit card information you provide is used by Stripe our payment provider and they ensure all sensitive information is protected in accordance with the banking code and policies. All transaction information passed between Scuba Togs and Stripe is encrypted using 128-bit SSLcertificates.
Q: Do you collect any other information on your site ?
A: To bring you offers that we think will be of interest to you, we have relationships with other companies that we may allow to place ads on our Web pages. As a result of your visit to our site, ad server companies may collect information such as your domain type, your IP address, and clickstream information.