FAQ's Page

FAQ'S

Everything you need to know when shopping with The Watersports Centre

FAQ'S

Everything you need to know when shopping with The Watersports Centre

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Orders & Purchasing

How do I place an order?

Placing an order with us is easy, however suits you best:

Online with delivery: Order through our website and we'll deliver to your chosen shipping address.
Online with click & collect: Order online and pick up in store at a time that works for you.
In store: Prefer a chat and a hands on look before you buy? Pop into the shop in Lee-On-Solent and our team will be happy to help you find exactly what you need.

However you choose to shop with us, our team is on hand if you need any advice along the way.

What payment methods do you accept?

We accept a wide range of payment methods to make checkout as simple as possible, including Visa, Mastercard, Maestro, American Express, Discover and Diners Club, as well as Apple Pay, Google Pay, PayPal, Shop Pay and UnionPay. We also offer Klarna and ShopPay In 3 for those who'd like to spread the cost.

All payments are processed securely, and we never store your card details or have access to your card information.

Do you offer finance or buy-now-pay-later options?

Yes, we offer flexible ways to pay through Klarna and Shop Pay instalments. Enabling you to spread the cost of your purchase into manageable payments. Simply select your preferred option at checkout to see what's available for your order.

Can I change or cancel my order?

Get in touch as soon as possible if you need to change or cancel your order. We start processing orders quickly, so we can't guarantee a change once it's underway.

If your order hasn't been dispatched yet, we'll do our best to update or cancel it for you. Once it's on its way, you'll need to use our returns process instead.

Can I order if I'm outside of the UK?

Yes, of course! Ordering from outside the UK is just as easy as ordering from within it.

Prices will show 20% less as they don't include UK VAT. When your order arrives in your country, the courier will contact you directly to arrange payment of your country's customs duties and taxes before delivery. Rates vary by country, so it's worth checking these before you order. You'll also see this confirmed at checkout, where you'll tick a box to show you understand these charges apply.

If the fees are higher than you expected and you'd rather not pay when the courier gets in touch, you can refuse delivery. The order will then come back to us, and we'll deduct return shipping and admin costs from your refund. We won't know the final refund amount until the order is back with us.

I haven't received my order confirmation, what should I do?

We're sorry to hear that. Order confirmations are usually sent straight to your email once your purchase is complete, so it's worth checking your junk or spam folder first, just in case. If you still can't find it, please contact us via email or phone and we'll help resolve the issue as quickly and smoothly as possible.

How do I know if an item is in stock?

Every product page shows live stock status so you know exactly what to expect:

Our Warehouse: In stock and ready to ship same day if ordered before 4pm, or available for collection in store.

UK Supplier: In stock with our UK-based supplier and sent directly to you once ordered. Order cutoff times for fastest delivery are shown live on the product page.

EU Supplier: In stock with our supplier in Germany, Holland, or Austria, delivered to us first and sent straight on to you. Order cutoff times are shown live on the product page. Need it faster? Contact us, as we may be able to arrange express shipping.

If your order contains items with mixed availability, we hold everything until it's all ready, then ship it together.

Do you offer gift cards or vouchers?

Yes, we offer gift cards, which can be purchased either online through our store or in person in-store. Buying watersports gear for someone else can be a little tricky if you're not as clued up on the sport as they are, so a gift card is a great way to make sure they end up with exactly what they need.

Do you price match?

Yes! We love it when you shop with us, and want you to get the best price possible. If you spot one of our products in stock and cheaper with another retailer, just let us know and we'll do our best to match it. Head over to our Price Match Promise page for full details.

Can I collect in store?

Yes, absolutely! You're very welcome to collect in store. Just check out on the website as normal and choose the "collect in store" option, and we'll have your order prepared and ready to pick up within 2 hours on any working day.

You can collect Monday to Friday between 10:00 and 17:00, or on Saturday mornings from 9:30 to 12:30. We're closed on Sundays, so please keep that in mind when planning your visit. It's always a pleasure to put a face to a name, so whether you're a familiar regular or stopping by for the first time, we look forward to seeing you in store!

Delivery Information

What delivery options do you offer and how much do they cost?

We tend to use either Royal Mail, or Parcelforce for the majority of our deliveries, occasionally we will also use UPS, or FedEx but this is usually for items delivering outside of the UK. Here are our specific shipping charges listed below.

When are orders processed and dispatched?

We process orders as quickly as possible. Stock levels and cut-off times vary by item, so check the product page for details.

If your item is in stock at our TWC warehouse, it will be dispatched the same day when ordered before 4pm, or the next business day if ordered after 4pm or on a weekend. Some items are held at other warehouses, so please check the product page for their specific cut-off times and dispatch estimations.

Do you offer free delivery?

Yes, we're proud to offer free delivery on all UK orders over £65.00. Orders outside of the UK may vary in delivery price depending on destination.

Do you deliver oversized items (boards, kayaks)?

Yes, we regularly ship oversized items, everything from wingfoil boards to SUPs. If we sell it, rest assured we can ship it.

Can I track my order?

Yes, you'll find your tracking details within your shipping confirmation email, which will include a tracking link for your shipment. Alternatively, you can log into the Shop app to track your order there.

If you run into any issues, please don't hesitate to contact us, we're always happy to help.

How will my order be packaged?

We take great care with every order that leaves our warehouse. Smaller items are packed in secure, heavy duty paper sacks that protect your gear and help us steer clear from non recycled materials. Larger items go out in sturdy cardboard boxes, most often reused from our suppliers deliveries to us. You'll usually spot a "this box is reused" label on our bigger shipments. It's a small touch we're proud of.

More vulnerable items like foils and boards get extra protective packaging. So wherever your parcel is heading, it will arrive in pristine condition, ready for the water. Every package also includes an easy to follow exchange and returns slip. So if anything isn't quite right, sorting it out is simple and stress free.

Do you deliver internationally?

Yes, we do deliver internationally. Shipping costs will be clearly shown during the checkout process.

Please note that if you're browsing our website from outside the UK, prices shown will not include UK VAT. This means the price you see at checkout is exclusive of tax, and you will be charged import fees and local taxes upon delivery, in line with your country's regulations.

If you have any further questions, please don't hesitate to contact us, we'd be very happy to help.

Can I change my delivery address after ordering?

Yes, of course. Just bear in mind that we tend to pack orders within a day of receiving them, so the sooner you contact us about any changes, the more likely we'll be able to help and make sure your parcel reaches the right destination.

What if my item arrives damaged?

We're sorry if this happens, it's rare but we'll do our best to sort it quickly. If the packaging looks damaged on delivery, take photos at the door before you open it. If the damage looks extreme, please refuse the delivery.

Get in touch with us within 48 hours and let us know what's wrong. Photos really help us process things faster, as we'll often need to make a claim with the courier and the more information we have, the better.

We'll offer a repair, replacement or refund depending on the situation.

What happens if I order outside of business hours or on a weekend?

Your order is still received and confirmed by email straight away. We'll just start processing it on the next working day.

What to expect from a delivery if ordered outside of the UK

Location & Opening Times

Where are you located?

You'll find us in Lee-on-the-Solent, tucked along the South coast of the UK between Southampton and Portsmouth, just a short hop from Fareham. We're spoilt with an epic stretch of coastline on our doorstep, offering brilliant conditions for so many disciplines on the water. With the Isle of Wight sitting just across the water, we get natural shelter from the bigger swells too, a safe, easygoing environment for countless unforgettable sessions. Being based somewhere like this is a real joy, and we feel lucky to be by this coastline every day.

Our Address: The Watersports Centre, Unit A3 Albion, Daedalus Park, Daedalus Drive, Lee-On-The-Solent, PO13 9FX

What are your store opening hours?

Monday - Friday: 10:00 - 17:00

Saturday: 9:30 - 12:30

Sunday: Closed

Are you a physical store as well as online?

Yes, we have a physical store based in Lee-on-the-Solent. You'll find us on the Daedalus industrial estate, a stone's throw from the local beaches. We have a showroom, which is currently being completed after some renovations and a vast warehouse out the back, well stocked with the latest gear for you to enjoy.

Do you have on site parking available?

Yes, we have 4 dedicated customer parking spaces right outside the front of our shop.

Is your store accessible for customers with disabilities?

Yes, accessibility is important to us. We have parking directly outside the shop, and our front door is wide enough to accommodate wheelchair users. An accessible toilet is also available in-store.

We want everyone who visits to feel welcome and comfortable, and we'll always do our best to accommodate individual needs, so please don't hesitate to let us know how we can help.

Returns & Exchanges

How do I submit a return?

Submitting a return should be as easy and hassle free as possible. That's why we've created a simple returns form, which only takes a few minutes to fill out and is sent straight to us for review.

As long as the product is in its original, intact packaging, has all original labels attached, and shows no signs of damage from being tried on, used, or taken in or around the water, your return will be straightforward. Once we've received and checked the product, we'll complete your return as quickly as possible.

Can I exchange an item?

Yes, of course. We're always happy to help you find a product or size that works better for you if your original purchase wasn't quite right. Exchanging is a great way for us to make sure you end up with the gear that's truly right for you.

Who pays for return postage?

Return postage is your responsibility, unless the item is faulty or was sent to you in error. In those cases please contact us and we'll be happy to help.

Your item remains your responsibility until it arrives back with us, so we always recommend packing it securely and using a tracked and insured service to keep it covered along the way.

How long does a refund take?

Once we receive your item, we'll look it over within 1 to 2 days of it delivering to check that it's in the original condition required. If your return is approved, we'll process your refund straight away, though it can take anywhere from 2 to 10 days to land back with you, depending on how quickly your bank processes it. We'll always complete our end of the transaction as soon as we've confirmed the product is fit for return.

Are any items excluded from returns?

We're unable to accept returns on items purchased more than 30 days ago, as this falls outside our returns window. We also can't accept returns on items that are damaged, not in their original packaging, missing any parts (for example, a buckle from a harness), or that show signs of wear or use.

This includes items like wetsuits and neoprene boots, which can absolutely be returned if you've simply tried them on in a clean environment and changed your mind, just not once they've been used in or around the water. Custom or personalised orders are also excluded from returns, unless faulty.

Are there any legal rights I should know about?

Yes, in addition to our own 30-day returns policy, UK law gives you a statutory 14-day cooling-off period on most online purchases, during which you can cancel for any reason. If an item is faulty or not as described, you're also entitled to a free return and refund within 30 days under the Consumer Rights Act 2015.

For all the proper detail, please check out our full Terms & Conditions.

What if my item arrives faulty?

We're sorry to hear that. It's rare but we'll sort it quickly. Get in touch within 48 hours of delivery and let us know what's wrong. Photos help us process things faster if you can send them, as they give us a clear picture of the issue. We'll offer a repair, replacement or refund depending on the situation.

Demo Equipment

What equipment can I demo before buying?

Trying before you buy is always a great idea, and we love helping you find the ideal set up. We carry a wide range of demo equipment from top brands like Duotone, Axis, North, Reedin, Ozone and many others, giving you the time to really get to know the product and whether the feel and performance is what you're after, before committing to a brand new product.

Our demo range is always changing, so if there's something specific you have in mind, email us and if it's currently available in our fleet, we'll be able to organise a demo slot for you.

How do I organise a demo?

Great choice, we can't wait to get you out on the water! Contact us by email or phone and let us know your riding level, what you're looking to test, what you currently have, and what you're hoping to gain from it. This helps us steer you in the right direction, especially if you're not quite sure what you need. From there, we'll take care of the rest.

Is there a charge for demoing a product?

There's no charge for demoing a product. We think it's really important that you can try before you buy and simply enjoy the process, with no pressure at all.

In some cases we may ask for a small deposit, for example if you're not local to us and the product needs to be sent out to you, or if you're demoing with us for the first time. It's a simple process and we'll always explain everything upfront, so there are no surprises.

What level do I need to be?

Demos are designed for intermediate riders and above. We may at times ask for proof of level, this can be as simple as a video of you riding or a BKSA/IKO riding level card. Demos aren't for trying a sport for the first time. They're a fantastic way to see what's out there and how it can make any session on the water that bit better.

How long can I try the demo kit for?

You can book a demo from a couple of hours up to a week, confirmed in advance. We recommend planning around the forecast so you can score some epic sessions on some epic gear and really get a feel for the new piece of equipment.

What do I need to bring?

Nothing complicated, just a valid photo ID. For first time or long distance demos, we may also ask for a refundable deposit. If you're not testing a complete setup, like a bar and kite or full foil setup, bring your own equipment so we can help get you properly set up.

How do I get the kit?

Pop into store to collect, or if you're further away, get in touch. In the right circumstances, we'll be more than happy to organise a long distance demo by sending you the gear to try at your local spot.

What if the kit get's damaged, lost or stolen?

We get it, accidents happen and normal wear and tear is nothing to worry about. But if the kit is damaged, lost or stolen while it's with you, please let us know straight away, this includes reporting theft to the police. Whether or not a deposit was taken, you'll be responsible for covering the cost of any repairs. If the damage is beyond repair, you'll need to cover the full replacement cost of the item.

Is my deposit refunded?

Of course! Your deposit is fully refunded once the kit comes back in good condition.

Warranty & Repairs

What warranty is offered when I buy a product from The Watersports Centre?

Every product comes with the manufacturer's standard warranty, and the length varies depending on the item. Check the "What's Included" section on the product page for the specifics. Many manufacturers also offer an extended warranty if you register your product with them, we'd reccomend it's well worth doing as soon as your kit arrives.

Do I need proof of purchase?

Yes, we'll need proof of purchase to process a claim. If yours is over 12 months old, this likely falls outside what we can submit as a warranty claim to the brand. Get in touch anyway, we'll do what we can to help within what's in our control.

How do I make a warranty claim?

We're sorry to hear that your product hasn't performed as it should. If you feel it's failed due to a manufacturing defect, head over to our warranty form, it'll walk you through everything you need to submit your claim.

Do you repair equipment out of warranty?

Absolutely, depending on the scale of the repair we're happy to handle it in-house or send it to one of our approved repairers. These repairs aren't free, but we're always happy to help get your kit back on the water.

Roughly how much do repairs cost/how long do they take?

We don't run repairs on a fixed price list, but get in touch with some clear pictures of the damage. We'll give you a quote and a rough turnaround for the work involved. Please also make sure the product is clean and dry when it comes in.

What's covered under warranty?

Warranties cover manufacturing defects, things like a failed seam, a leak that shouldn't be there, or a fault in materials or construction. If something's broken or come apart in a way that points to how it was made rather than how it's been used, get in touch and we'll take a look.

What's not covered under warranty?

Warranty covers manufacturing faults, not everyday use. That means things like misuse (we're looking at you, wetsuit lovers who've tried the washing machine cycle), general wear and tear, and kite lines aren't included.

That said, we're always on your side. If a claim doesn't quite fit standard warranty terms, we'll refer it to the brand for you, and in some cases we can even arrange support outside of the manufacturer warranty too. At TWC, we're always striving to get you the best possible outcome.

Stock Management

What's the difference between Our Warehouse, UK Supplier and EU Supplier stock?

Stock shown on our site always represents real stock, it depends on where your item is held. If it's in "Our Warehouse", it's ready to ship the same day if ordered before 4pm, or you can collect it in store. If it's with a "UK Supplier", it's in stock with them and sent straight to you from their warehouse once ordered. If it's with an "EU Supplier", it's in stock with our partners in Germany, Holland or Austria. It comes to us first, then straight on to you. Each product page shows live cutoff times for the fastest delivery.

What happens if my order has items from different stock sources?

We hold your order until everything's ready, then ship it all together. This means you get one delivery rather than several, but it also means your order will move at the pace of the slowest item.

Can I get my order faster if it's coming from an EU supplier?

For most EU Supplier orders, from Germany or Holland, delivery is generally only 2 to 3 days on top of the 1 to 2 day despatch time shown on the product page, so there's not usually much to speed up. ION, Duotone and Fanatic products come from Austria and can take a bit longer, also shown on the product page. If you'd like to speed things up, get in touch, we can arrange express shipping directly to you for an additional cost.

Why do I see a countdown timer on the product page? (Order cut-off times)

The countdown highlights your window to order next day shipping and get the delivery date shown on the page. Miss it, and the timer resets for the following working day, or you can choose free 2-3 day shipping instead. Delivery dates are estimates and can occasionally shift due to things outside of our control, like courier delays.

Cut-off times depend on where your item is stocked:

Our Warehouse: 4:00pm
UK Supplier: 12:00 noon
EU Supplier: 10:00am

How will my order be packaged?

We take great care with every order that leaves our warehouse. Smaller items are packed in secure, heavy duty paper sacks that protect your gear and help us steer clear from non recycled materials. Larger items go out in sturdy cardboard boxes, most often reused from our suppliers deliveries to us. You'll usually spot a "this box is reused" label on our bigger shipments. It's a small touch we're proud of.

More vulnerable items like foils and boards get extra protective packaging. So wherever your parcel is heading, it will arrive in pristine condition, ready for the water. Every package also includes an easy to follow exchange and returns slip. So if anything isn't quite right, sorting it out is simple and stress free.

How do I contact The Watersports Centre?

We are plenty of ways to reach us, so pick whichever suits you best:

📞 Call us: 01329 551343

✉️ Email us: info@thewatersportscentre.com

💬 WhatsApp us: (enter business WhatsApp details)

🌊 Live chat: if you're on the website now and want to speak to someone instantly, just click the live chat link and a member of the team will be with you shortly.

Whichever way you get in touch, you'll always be speaking to experienced, knowledgeable people at The Watersports Centre. We know our gear and listen to what you want to get out of your sessions, so we're ready to assist and guide you in the best way we can.

Contact Us

How do I contact The Watersports Centre?

We are plenty of ways to reach us, so pick whichever suits you best:

📞 Call us: 01329 551343

✉️ Email us: info@thewatersportscentre.com

💬 WhatsApp us: @thewatersportscentre

🌊 Live chat: if you're on the website now and want to speak to someone instantly, just click the live chat link and a member of the team will be with you shortly.

Whichever way you get in touch, you'll always be speaking to experienced, knowledgeable people at The Watersports Centre. We know our gear and listen to what you want to get out of your sessions, so we're ready to assist and guide you in the best way we can.

What are your opening times?

Monday - Friday: 10:00 - 17:00

Saturday: 9:30 - 12:30

Sunday: Closed

Where are you located?

You'll find us in Lee-on-the-Solent, tucked along the south coast of the UK between Southampton and Portsmouth, just a short hop from Fareham. We're spoilt with an epic stretch of coastline on our doorstep, offering brilliant conditions for so many disciplines on the water. With the Isle of Wight sitting just across the water, we get natural shelter from the bigger swells too; a safe, easygoing environment for countless unforgettable sessions. Being based somewhere like this is a real joy, and we feel lucky to be by this coastline every day.

Are you a physical store as well as online?

Yes, we have a physical store based in Lee-on-the-Solent. You'll find us on the Daedalus industrial estate, a stone's throw from the local beaches. We have a showroom, which is currently being completed after some renovations and a vast warehouse out the back, well stocked with the latest gear for you to enjoy.

FAQ'S

FAQ'S

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