Delivery & Charges

Thank you for choosing to shop with us! As a small family-run business, we strive to offer the best service and competitive delivery rates. We understand that shopping online can sometimes raise questions, so please feel free to get in touch with us at any stage. We’re here to help!

Shipping Charges: To remain competitive in the marketplace, we currently subsidise the delivery costs of some of our items. This helps us offer you great products at a better value. For more details or if you have specific questions about your delivery, please don’t hesitate to reach out. Some products may also be available for collection only—just let us know, and we can help arrange that for you.

Delivery Delays & Packaging: Because some of our items are quite large and heavy, they may face delivery delays or occasional cosmetic damage to the packaging. If you want to avoid any potential issues, please feel free to contact us to arrange in-person collection.

Shipping Partners: We use trusted couriers including Royal Mail, ParcelForce, UPS, DHL, and Proovia to deliver your orders. Delivery timeframes can depend on the size and weight of the items you order.

• Orders under 25kg: These will ship for free, unless noted otherwise in the product description.

• Orders over 25kg: May incur an additional charge, which will be clearly shown at checkout.

When Will I Receive My Order?

• Small Items (under 25kg): We aim to ship smaller items like kayaks, paddleboards, and accessories the same day or the next working day. Please ensure you provide your email and mobile number so we can send you tracking information directly.

• Delivery Times: Deliveries are made on weekdays. For deliveries to remote locations, including the Scottish Highlands, Northern Ireland, and Channel Islands, please allow up to 5 days (sometimes longer) for delivery. In some cases, a surcharge may apply.

If you're not home at the time of delivery, the courier will leave a calling card and attempt delivery again the next day. Please note that if you authorize the courier to leave a parcel without a signature, we cannot take responsibility for any damage during transit.

Surcharges:
Some locations or larger items may require additional charges, which will be added to your basket during checkout. If you’re unsure or want a delivery estimate before ordering, feel free to call us at 0115 706 0115, and we’ll be happy to assist!

Large Items (Kayaks, Inflatable Boats, etc.): For larger items, we use a two-man delivery service. Due to the size of these products, delivery times may vary and exceed our typical 2-day timeframe. Please ensure we have your contact details (phone number and email) so our couriers can keep you updated on the delivery schedule.

Important Notes:

• A signature is required for the delivery of large items.

• We cannot be responsible for any consequential losses due to delayed or damaged shipments.

• If you'd like to return an item, please note that collection charges may apply based on the product size and your location.

Where We Deliver: At this time, we can only deliver within the UK mainland. For deliveries to the Scottish Islands, Northern Ireland, or the Republic of Ireland, please contact us for a quote.

Tracking Your Delivery: Once dispatched, we will send you tracking details. For large items, you’ll also receive updates via email and text if a mobile number is provided.

Returns Policy

As a small family business, we care deeply about your satisfaction and want you to feel confident in your purchases. If you need to return an item, we’re here to help you through the process in a way that’s as straightforward as possible.

Changing Your Mind: We understand that sometimes plans change. You can return items for a full refund (excluding return postage costs) as long as:

• The return is made within 14 days of receiving the item.

• The item is unused, in its original packaging, and in a resalable condition. Please don’t stick any labels directly on the product packaging, as we can’t process a refund if the packaging is damaged.

• Please include your name, address, contact number, and reason for return.

Return Address: Please send returns to:

Maelstrom Watercraft
62 Ebenezer Street
Langley Mill
NG16 4DB

Return Postage: Return postage is the responsibility of the customer, unless the item is faulty or damaged. We recommend using a tracked service, as the item is your responsibility until it reaches us.

For larger items like kayak-boats and inflatable boats, we can arrange the return collection. Please bear in mind that returns for these items can cost upwards of £50 to £100 depending on the size and location.

Faulty or Damaged Items: We always inspect our products before dispatch, but if you do receive a damaged or faulty item, please contact us as soon as possible. We’ll make it right, whether it’s a replacement or a refund. If you believe the issue is due to a manufacturing fault, please get in touch, and we’ll guide you through the next steps. Return costs will be covered once we confirm the fault.

Refunds for Faulty Items: If your item is faulty, we’ll refund the return postage cost (up to the most economical shipping method) along with your product refund.

Exchanges: If you'd like to exchange your item for a different size or color, we’ll aim to process your exchange as soon as possible, subject to stock availability.

Refund Processing Time: We aim to process returns within 10 working days. Refunds are issued to your original payment method, and please note that your bank may take 3-7 working days to reflect the refund in your account.

Need More Help?

As a small, family-owned business, we’re always here to help. If you have any questions, concerns, or need assistance at any stage of your order, please don’t hesitate to contact us. We’ll do everything we can to ensure your experience with us is a positive one.

Phone: 0115 706 0115
Email: sales@maelstromonline.co.uk