Fish supply the greatest percentage of the world's protein consumed by humans
Help
Help
Welcome to the
Scubatogs Help Page designed to provide answers to the most frequently asked
questions from customers. If you can’t find an answer to your question simply
fill out the form on our Contact Us page and we’ll get back to you with an answer.
A: Simply select an
item from anywhere on the site, choose your preferred size, colour and design
and then add to your shopping basket. The total number of items and the cost
are shown next to your basket on the left hand side navigation bar. At
any point you can review your order and delete items if you’ve changed your
mind by clicking on the basket icon. When you have finished shopping click on
the checkout button underneath your basket, 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 basket without setting up an account. If you proceed
to checkout you will need to create an account to complete your order.
Q: I experienced problems when I ordered. How can I
check you received my order ?
A: Simply send an
email to help@scubatogs.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.
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 in Europe or the
United States
may use our inbuilt currency converter to
convert GBP to Euros or US Dollars. Customers from countries not covered by
these three currencies may wish to visit www.xe.com/ucc to convert our prices into their local currency. Please note that both our site based currency converter and the external site should both
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: 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 help@scubatogs.com and we’ll let you know when it will be restocked.
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 Protx. Logos of all the cards accepted are at the bottom
of our homepage.
A: Yes. Simply
select this option during checkout. Cheques / checks should be made payable to
I Diver Ltd and sent to 20b Cherrydale, Watford, Hertfordshire,
UK
, WD18 7UL. Please
write your address on the back.
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:
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.
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 hello@scubatogs.com
A: Yes we are
delighted to provide our products on a wholesale basis. Send an email to trade@scubatogs.com and we’ll contact
you to discuss your requirements.
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.
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 hello@scubatogs.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.
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.
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 hello@scubatogs.com and provide your order number which can be found by logging in to My Account and the date you placed the 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
complete the returns form when it arrives and send the order back to us.
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 of the date of despatch, 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
complete the returns form sent with your item. 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: 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 complete
the returns form sent with you order and post with the item to our returns
address shown on the form. We will replace the item at no cost to you normally
with 3 working days of receipt of the returned item.
A: Are you using
the correct email address and password. Sometimes customers forget which one
they have used. If you can’t remember your password you can ask us to email it
to you by clicking Forgot your Password on
the My Account page.
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.
A: You may have
clicked on the back button in your browser. After adding to or viewing your
basket click on either the Back to Shopping button or the Checkout Button
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 us on +44 (0)870 240
8085.
A: Some parts of our site require Flash Player which is a
browser plug-in provided by Macromedia and Adobe. It should take 5 seconds to
download with Broadband. For detailed help please visit the Adobe website.
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 hello@scubatogs.com
Q: Where are my debit/ credit card details stored ?
A: Any debit/credit card information you
provide is used on Protx’s Secure Payment facility
which is a secure server that ensures all sensitive information is protected in
accordance with the banking code and policies. All transaction information
passed between Scuba Togs and the Protx VSP Systems is encrypted using 128-bit
SSL certificates.
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.
Help