Frequently Asked Questions

 
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Order Placement & Payment

Do I need to create an account to shop with you?

Yes - setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and (our favourite bit) exclusive discounts and special offers.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever suits you best.

Just follow the easy steps on screen and remember to have your payment and address details to hand.

I’ve just placed an order – how can I amend or cancel it?

Just sign in to My Account , and check your order details.
Under UK Distance Selling laws, you have the right to cancel your contract with us, within 7 working days of receiving your order. You will need to advise us of this so we can issue you with a full refund and we would ask you to return the cancelled items to us.
If we do not receive the cancelled items back, we may arrange to have them collected at your cost. If you want to cancel your contract with us, please let us know straight away by emailing our customer service team at info@divelife.co.uk or calling the shop on 0333 444 4000 between 10am and 5pm, Monday to Friday and we will be happy to help you.

How can I pay?

We like to give you plenty of payment options, so you can use any of the cards listed below. We also take security very seriously indeed and our bank processes all payments in real time so your details, in accordance with PCI compliance, are not stored anywhere, ever.

All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.

When will I be charged?

In accordance with PCI compliance standards, payment for goods will be taken at time of dispatch. Money is allocated by your bank against the transaction you complete but the funds are not released to us until the day we are dispatching the goods.

Is your site secure for taking payment online?

If you are concerned about whether buying online is secure, please rest assured that as an online retailer we want you to have total peace of mind when shopping with us and that’s why we invest time and money in making sure we use systems and software that protect your purchase.
Our website is also Secured by Thawte™ with a 2048 bit Extended Validation Certifacate, the highest used by anyone in our industry. Thawte is a leading global Certification Authority (CA). Their SSL and code signing digital certificates are used globally to secure servers, provide data encryption, authenticate users, protect privacy and assure online identifies through stringent authentication and verification processes. You can verify our Thawte account by clicking on our Site Seal which is located in the footer of our web pages.

What is Mastercard SecureCode and Verified by Visa?

MasterCard SecureCode and Verified by Visa are services that password-protect your card details, to give added security when you shop online. Your bank allows you to create a password that is known only to yourself, to use every time you use your card online.
If you haven’t already registered for MasterCard SecureCode or Verified by Visa, all you need to do is follow the instructions next time you place an order with us. Alternatively, you can sign up by contacting the issuing bank directly.
You’ll be asked to provide a password for your card. You only need to do this once then whenever you use the card online, you will be asked to enter the password when you check out.
If you have already registered, you will be prompted to enter your password when you order.
To find out more information about these services visit the MasterCard SecureCode or Verified by Visa websites.

Delivery & Shipping

How much do you charge for delivery?

Shipping on you order currently varies from free to £5.95 if you are on the UK mainland.

All items less than 1kg and under £60 in value are shipped by Royal Mail 1st Class delivery with proof of postage being obtained. Any parcel over 2kg and over £60 in value is shipped via Parcelforce both in the UK, Europe and the rest of the world. These parcels are fully insured and trackable. If the order is placed online and shipped via DPD, then you will receive a tracking number allowing you to trace your parcel.

£5.95 is our current maximum delivery to ship items up to 28kg within the UK, irrelevant of number of items ordered.

How long will it take to receive my goods?

At DiveLife we aim to despatch your goods within 7 days of receipt of order, usually within 1-3 days. If we cannot then we will contact you to let you know. Sometimes we are unable to source stock from UK suppliers due to the suppliers.

Royal Mail advises that 90% of first class post in the UK will arrive the next working day, however, the remaining 10% can take up to 3 days!

DPD deliveries normally arrive within 1 working day for England, Wales and Scotland, excluding Highlands and Islands, Northern Ireland, Isle of Man and Isles of Scilly. For all other UK destinations, allow 2 to 4 working days. For all parcels, through DPD or the Post Office, you will be provided with a tracking number by email on the day the package leaves so you can trace its location at any given point.

We generally find our courier service to be extremely reliable, however, we cannot be held responsible for any costs incurred by deliveries that may have experienced a delay. For parcels inside the UK, should your parcel be accidentally misplaced by the courier and cannot be tracked after two working days then we will despatch a replacement package at our cost.

Do you ship worldwide?

Yes – we ship worldwide, although payment method is by discretion of the company. For all international orders it is always best to contact us prior to order on info@divelife.co.uk.

As stated above, parcels to Europe and the rest of the world are shipped via Parcelforce.

Average shipping charges:

Up to 28kg to Europe - from £20.00 depending on country. Once you have logged in, a correct postal rate will be displayed for your county. The standard courier rate covers all parcels up to 28kg.

Up to 28kg worldwide - please contact us for an accurate quote.

For an estimate on international delivery times, please consult the worldwide directory on the Parcelforce website.

Will I be charged customs and import charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
All orders shipped inside the EU will not be subject to duty or VAT as per European Commission directives.

How will I know when my order has been shipped?

As soon as your order is dispatched, you will be sent an email to confirm that it's on its way. From there it should be delivered within the timescale we advertise. If your order is trackable you can check its progress by logging into your account here .

Do you deliver to work addresses?

We can deliver to your permanent residential address or your place of employment but we do not deliver to a PO Box address for security purposes.
If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person! If you are having your shipment delivered to a work address then we usually require the payment to be made through the Mastercard SecureCode or Verified by Visa payment facility

Do you deliver to BFPO?

We can ship to BFPO addresses, using our standard delivery option at a cost of £12. If you are eligible for VAT free purchases then please send a letter of authorisation so we can process your order. You will also need to select BFPO as the country so Vat is deducted.

It appears that my order has been damaged in transit – what can I do?

When taking delivery of you order, please remember that you are signing for the package in good order. If the package is damaged this must be noted on the courier’s documentation. Once a package is signed for in good condition then we cannot be held responsible for any damage that may have occurred to the goods prior to delivery.

Returns

What is your Returns Policy?

You can return any item within 28 days of receipt for a refund, provided the item is unusued, in its original packaging and in ‘as new’ condition.

Please note that in the interests of hygiene, items of a personal nature such as wetsuits, undersuits, towels and catheters cannot be returned, unless they have remained sealed in their original wrapping or are faulty. As these items fit next to the skin, it is not possible to return these items for hygiene reasons.

All returned goods are shipped at the customer’s risk and remain the property of the customer until received by DiveLife. Please ensure you package your return appropriately to prevent any damage to the items or boxes. All goods will be inspected upon return.

Please post your return to reach us on or before 28 days after the date of receipt. We recommend you use an insured, traceable postal service that insures you for the value of the goods you are returning. Please make a note of any tracking numbers in case they are required.

Please send all returned goods to:

DiveLife
Stone Pale Buildings
Victoria Lane
Whitefield
Manchester
M45 6BL
United Kingdom

Please follow the following checklist for returning or exchanging items:

  1. Download our returns form , complete and enclose with your order. A returns label can also be downloaded here .
  2. Package your return to prevent any damage to the items or boxes. Please include any original packaging.
  3. Post your return to reach us on or before 28 days after the date of receipt. We recommend you use an insured, traceable postal service that insures you for the value of the goods you are returning.

Can I exchange an item?

Yes, no problem. Please return the item within 28 days of receipt in an unused condition in its original packaging, detailing the required exchange on the returns form. Unfortunately, return delivery costs must be incurred by the customer, except where there is fault with the item or we have made an error.

When returning goods due to incorrect sizing or where a replacement is required, it is advisable to call the shop so the replacement item can be set aside or ordered before the return of the original item(s). This ensures that the goods can be despatched with a minimum of delay in order to get them delivered to you promptly. You should then follow the normal returns checklist procedure as above to return the original goods.

What do i do if I’ve received a faulty item?

We want all our customers to receive top quality goods, so if you think there is a fault with an item you have received, please let us know straight away by emailing our customer service team at info@divelife.co.uk or calling the shop on 0333 444 4000 between 9am and 5pm, Monday to Friday.

We will need you to tell us as soon as you discover the fault so we can resolve the issue for you as quickly as possible and send out a replacement.

As for refunds and exchanges, please download our returns form, complete with full details of the nature of the fault and include with the faulty item(s) to be returned. Follow the normal returns checklist procedure as detailed above.

For faulty items, we are happy to refund the cost of return postage, however, you will need to enclose the original postage receipt to enable us to process this for you.

What do I do if I’ve received an incorrect item or if an item is missing from my order?

If you think you have received an incorrect item or you are missing an item from your order, please let us know straight away by emailing our customer service team at info@divelife.co.uk or calling the shop on 0333 444 4000 between 9am and 5pm, Monday to Friday.

It is advisable to let us know straight away in order that the correct or missing item/s can be set aside. This ensures that the goods can be despatched with a minimum of delay in order to get them delivered to you promptly.

My return was processed, but I wasn’t refunded my delivery charge?

Please be aware that return postage fees cannot be refunded unless the reason for the return of the goods was due to a faulty item or an error made by us. If the error is ours we will then refund postage costs up to a maximum of the postage price you originally paid on your order, provided the original receipt for return postage is supplied. Goods returned after the 28 day period cannot be refunded but may be credited against other items at our discretion. Please allow 28 days for refunds to be processed and credited to your card.

Please note that some items include delivery. However, should any of these items be returned then the standard charge of £5.95 postage will be deducted from your refund to cover our costs.

What do I do if I’ve been refunded an incorrect amount?

If you think you have been refunded an incorrect amount, please let us know straight away by emailing our customer service team at info@divelife.co.uk or calling the shop on 0333 444 4000 between 9am and 5pm, Monday to Friday and we will investigate this for you.

The following may, however, affect the amount you have been refunded:

  • The delivery charge will only be refunded if the goods are faulty or an error has been made by us.
  • Any discounts that were applied at the time of sale, which may not now be applicable.

Special Conditions

Twinsets shipped with free delivery inside the UK will not be assembled due to the weight of the item. Twinsets can be shipped assembled, however, they will not be eligible for free shipping.

Shipping of any cylinders outside the UK will be done with valves not inserted.

General Shopping

Do you have a catalogue I can buy from?

With hundreds of new items added or changed every week, and thousands of items on the site at any one time, it would simply be impossible for a paper catalogue to keep up.

Instead we prefer to focus our energy on providing our customers with a website where you can buy what you want when you want, 24 hours, 7 days a week.

I saw a product on another retailer’s site... can I buy it from you?

As our product range is so large, we don’t always have everything listed on our website, so it’s always worth contacting us directly to see if we can help. Simply email our customer service team at info@divelife.co.uk or call the shop on 0333 444 4000 between 9am and 5pm, Monday to Friday and we’ll do our best to help.