Frequently Asked Questions How To Purchase Goods Accepted Payment Is my transaction secure What if I have problems ordering? What if I want to amend my order? What if I do not receive my goods? Will I see the total cost of my order before entering any payment details? When is my credit card debited? What happens if my card authorisation fails? What risks are involved in buying online? How To Purchase Goods We have made buying from Watersports Warehouse as simple as possible. Our shopping basket will store items you have placed within it for up to four hours. Each item for sale will have an order button. When you press this button you are taken to the order-processing page where the item will be automatically added to your basket. To view items in the shopping basket and amend them accordingly simply click on the 'show order' section. You can input how many of each item you would like, decide to continue shopping, remove an item from the basket or check out and place your secure order. It is at this time you would be asked for your name and address and then method of card payment/details. Please note: Orders placed using PayPal can only be despatched to the confirmed shipping address as registered with PayPal. From within the order processing page you can be able to request us to record your address details, this enables us to store your personal information to assist you when checking out. This information will be stored in a 'cookie' on your computer. The only details we cannot / do not store are your credit card details. Accepted Payment Paying online is simple, we accept Mastercard, Visa, Solo and Maestro debit cards and now we also accept Paypal payments. For more details see above. If you place an offline order you will be contacted by one of our staff to arrange payment. Is my transaction secure? Every on-line transaction made within Watersports Warehouse is transmitted across the Internet using SSL (Secure Socket Layer) encryption. This industry standard method ensures that information sent from your browser is scrambled whilst in transit and decoded when it arrives on our server. You are far safer using your credit card within Watersports Warehouse than you are in a restaurant in your local high street. We take the issue of security very seriously and have taken every step possible to protect you. Our servers sit behind a state of the art hardware firewall and the computer that handles the card services is not accessible from the Internet. We have employed the services of one of the countries' leading security experts who regularly monitors and updates our systems. View our valid SSL certificate by clicking on the below thwate security seal. What if I have problems ordering? Common reasons for problems when pressing the order button are; i) You are using an old browser that doesn't support SSL encryption. ii) You are browsing from behind a corporate firewall that will not allow secure connections. Speak to the system administrator at your office. They will either rectify the problem or you will have to order from another location. To check, point your browser to https://www.microsoft.com/ if you cannot connect to the Microsoft secure server it is likely that one of the above faults apply. If you are able to connect to Microsoft please call our hotline number and report the fault to us. We will assist you if we can. What if I want to amend my order? Common reasons for wanting to amend your order are; i) You'd like to amend size/colour. ii) You've decided to upgrade your delivery to our priority despatch/next working day delivery option. iii) You'd like to amend the delivery address. We will always accommodate any amendments to your order received by e-mail or by phone prior to 3pm (Mon-Fri), after which time we may not be able to make any adjustments to your order. However, do please ask as we will always try, although this may delay the despatch of your order. Naturally once an order has left us we are unable to make any amendments. If you wish to amend the delivery address details of an order, despatched by carrier service, you may use the link provided on your despatch confirmation sent by e-mail, to amend your delivery details via the carriers online system although charges may apply for this service. What if I do not receive my goods? Please wait 7 working days if you are in the UK or 14 days if you are overseas. If you do not receive your goods after this period of time, please contact us on 01736 751066 or e-mail firstname.lastname@example.org with your order number to hand. This number will be included in the e-mail you received when you ordered the goods from our shop. We will strive to resolve the issue immediately. What if there is something missing from my delivery? IMPORTANT: IF YOU BELIEVE AN ITEM MAY BE MISSING FROM YOUR DELIVERY, YOU MUST NOTIFY US WITHIN 2 WORKING DAYS. IMPORTANT: IF YOUR PARCEL IS DAMAGED OR OPEN ON RECEIPT, YOU MUST SIGN FOR THE PARCEL AS "RECEIVED DAMAGED" OR "RECEIVED OPEN" AND NOTIFY US WITHIN 2 WORKING DAYS. When is my credit card debited? Your card will normally be debited when the goods are packed for dispatch. An authorisation takes place when you place your order. This simply guarantees that the funds are available on your card and that payment will be made to us. This authorisation remains valid for ten days. When the goods are dispatched, we will debit funds from your account overnight directly into our own. If certain items in your order are out of stock or unobtainable we will only partially debit your card order. We are also able to cancel or refund individual items of your order should this become necessary. What happens if my card authorisation fails? If the authorisation fails, the most likely explanation is that you have input your card details incorrectly. If this happens, press the back button on your browser and you will be returned to the card input page. Check that all the details are correct, and make any changes necessary before proceeding. If all the details are correct and you still fail to get an authorisation then we advise that you contact your card issuer to establish why your card was not authorised. We will receive your order anyway and may contact you to arrange for alternative methods of payment. What risks are involved in buying online? All personal data, including your card number is transmitted over secure connections, meaning that no-one can 'eavesdrop' and capture your details. In addition to this, your card details are not viewable by us at all, they are simply transmitted over the bank's private X25 network for authorisation and payment transactions. You are protected because the transaction was carried out as 'Cardholder not present.' This means that any payments will be refunded to your card should it be used fraudulently by someone else or you do not receive what you ordered.