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Delivery & Returns

Delivery and returns

Orders placed before 3 pm on a working day will typically be dispatched the same day.
Orders placed after 3 pm may be dispatched on the next working day.
For delivery-related inquiries, you can contact us via email at shop@sharksups.com, WhatsApp, or phone at (+44)(0)7545882606. We aim to reply within 30 minutes during weekdays and within 24-48 hours on weekends.

UK Delivery
Delivery Service:
Orders over £10: Tracked Next Day Delivery (via UPS or Royal Mail)
Orders under £10: Royal Mail 1st Class
Delivery Costs:
Orders £30 and over: Free shipping
Orders under £30: £2.50 shipping fee
Note: Tracked orders are shipped on the next working day. Working days exclude weekends and bank holidays. For Saturday delivery, please contact us in advance.

European Delivery
We work with UPS to offer pre-paid duties and taxes for orders to European countries:
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, France, Germany, Greece (surcharge may apply), Hungary, Italy, Latvia, Lithuania, Luxembourg, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and Switzerland.
If your country is not listed, please contact us as we will try and find a solution.
Returned Parcels: If a parcel is returned to us due to ignored tracking or failed delivery attempts, the customer may be asked to pay a re-delivery fee or receive a refund minus the shipping charges.

Worldwide Shipping
At Shark SUP’s, we are attempting to offer free shipping where possible. Any applicable shipping charges will be displayed clearly within the cart area when purchasing.
We are committed to being as transparent as possible regarding potential duty and tax charges. However, as these charges are specific to each country or area, we recommend that you contact us if you are unsure of the potential costs. Please message us at shop@sharksups.com or WhatsApp us on +44(0)7545882606, and we will do our best to provide accurate information based on our knowledge of the tax and duty charges in your country.
All messages are answered from the UK, so while we will endeavour to respond quickly, please be mindful of potential time differences.
Key Information:
All international orders are shipped via UPS with tracking provided.
Delivery times may vary depending on the destination.
Customers are responsible for any customs duties, taxes, or import fees that may apply in their country.

Returned Parcels:
If a parcel is returned to us due to ignored tracking updates, incorrect address information, or failed delivery attempts or refusal to pay tax and duty charges the customer may be required to pay a re-delivery fee. Alternatively, a refund will be issued minus the shipping charges.
If you have specific questions or concerns about shipping to your country, please contact our Support Team, and we’ll be happy to assist.

Returns and Exchanges
If you are unhappy with your item or it is faulty, please contact us as soon as possible at shop@sharksups.com to discuss the best solution. Items must be returned within 14 days of purchase in their original condition and packaging unless otherwise stated.
Extended Returns Period
You can return unwanted and unused goods to us during the specified extended returns period. The cost of postage for returning items is the responsibility of the customer, but you must contact the Support Team first to authorise the return. Any free gifts included with the order must also be returned to receive a full refund.
If you intend to return your order, kindly retain the original packaging. This ensures the item is protected during transit.

My Order is Damaged or Defective
Although we strive to ensure all goods arrive in perfect condition, should there be any issues, our Support Team can arrange a free return and provide a replacement or refund as required.
Note: Free returns for damaged or defective goods are only available within the first 6 months of purchase.

Returns After 14 Days: A credit note or refund (minus a 10% restocking fee) may be offered.
Shipping Costs: Customers are responsible for return shipping fees unless the product is faulty or not as described.
Returned Items: Use an insured shipping method (e.g., recorded delivery) to ensure the item reaches us safely.
Returns Address:
Unit 5 Brook Rd Industrial Estate
Wimborne, Dorset
BH21 2BH
Please include your name and order number with your return to ensure efficient processing.

Conditions for Returns
Certain items cannot be returned for hygiene and safety reasons, including:
Face + Body products if opened or used
Underwear and swimwear if the hygiene seal is broken
Pierced jewellery if the seal is broken
Face coverings if the seal is broken
Damaged, worn, or unsuitable items may not qualify for a refund or exchange. To receive a full refund, items must be returned in their original condition with all tags and packaging intact.

Cancelling Your Order
If your order has not yet been processed, please contact us at shop@sharksups.com or call +44(0)7545882606 or 01202708555, and we will assist you in cancelling it.

Complaints
At Shark SUP’s, we take complaints seriously and aim to resolve them quickly and fairly.
How to Raise a Complaint:
Contact us via email at shop@sharksups.com, call us at (+44)(0)7545882606, or WhatsApp us with your name, order number, and details of the issue.
Complaints will be referred to the relevant department manager for investigation and resolution.
We will acknowledge your complaint promptly and provide updates as necessary. A final response will be issued within 8 weeks, clearly outlining our decision and any resolution offered.
If you remain dissatisfied with the outcome, please let us know, and we will do our best to address your concerns further.

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