The Friendly Dive Store

FAQs

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FAQs

Returning Goods / Faulty Goods
If you have received Goods in connection with the Contract which you have cancelled, you must send back the Goods
or hand them over to us at Nottingham Road, Spondon, Derby, DE21 7NP without delay and in any event not
later than 14 days from the day on which you communicate to us your cancellation of this Contract. The deadline is met
if you send back the Goods before the period of 14 days has expired. You agree that you will have to bear the cost of
returning the Goods.

Faulty goods: We check all items before we send them out to help ensure that items are in the correct condition however we do understand that occasionally items may be faulty. Please contact us immediately upon noticing a fault with a brief description of the issue and how you found it and an image of the issue or area effected. The item will either be replaced or you will be given a full refund. Please note that where a fault has occurred during use, such as flooding, then we may require the item to be returned to the manufacturer for warranty confirmation. If the item is found not to be faulty, all costs incurred will be charged to you. You ( the customer ) will have upto 30 days to inform us of a faulty product after delivery.
For the purposes of these Cancellation Rights, these words have the following meanings:
distance contract means a contract concluded between a trader and a consumer under an organised distance sales
or service-provision scheme without the simultaneous physical presence of the trader and the consumer, with the
exclusive use of one or more means of distance communication up to and including the time at which the contract
is concluded;
sales contract means a contract under which a trader transfers or agrees to transfer the ownership of goods to a
consumer and the consumer pays or agrees to pay the price, including any contract that has both goods and
services as its object.

Note: All items purchased in store should be returned to the store.

Shipping is calculated at checkout but for most items shipping to mainland UK postcodes is £3.99.

Some areas of the country may incur an additional charge. You can find the cost of shipping by adding the item to the cart and calculating the cost by inputting your postcode.

Please contact us to ask about your postcode if you are unsure.

If your order hasn’t arrived yet we’re sure it’s nearly with you. Most orders are sent with a courier and for these orders tracking details will be supplied to you if a mobile or email address has been left.

If there’s no tracking or no update available, chat with us and we’ll be happy to help!

We always try to offer low prices on equipment to give our customers the best possible value. If you’re interested in getting us to match a price get in touch and we’ll do the rest!

In Store Sales

As of January 2021 we, like every other non essential retail stores are closed to in store shopping. We are able to offer mail order, telephone sales for collection at our store and click & collect orders.

We are working reduced hours but are here for order collections Monday to Friday 9.30 – 2pm.

Online Sales:
We are currently facing unprecedented times in the UK and a lot of uncertainty, but for now we are operating all online business as usual. If this does change, we will be updating all our customers via our website, email newsletters and social feeds so please keep an eye out for any update.

Measures have been taken to protect our shop staff who are working tirelessly to fulfil customer orders. We have introduced stricter cleaning routines and have ensured staff are spread out to adhere to social distancing guidelines.

At present, we’re experiencing an unusually high volume of emails and our team are working hard to reply to all enquiries as quickly as possible, usually within 4-6 days. If you have not received a response from us, please check your junk/spam folder. Please try to refrain from contacting us more than once within the 4-6 day period as it will delay our response.

Please be aware there may be delays in processing/delivering your order due some issues with accessing stock from manufacturers. We will get your order to you as quickly as we can, but please expect some delays.

In this section we have listed some answers to the most frequently asked questions. If you can’t find the answer to your question here then please contact our friendly team who will be happy to help.