FAQs

We offer a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered (including special offer items), we will exchange them or give you a full refund, provided that you return them to us in their original condition and packaging, unused, with all labels and intact.

These conditions do not affect your statutory rights.

Please note that pyrotechnics are not returnable goods.

We will let you know as soon as we receive the goods, and will then endeavour to process your request for either a refund or replacement as quickly as possible. Please allow up to fourteen days from receipt of your return for this to be done.

If you have requested a refund, or replacements of a lower value than the returned goods, any refund due will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed. Please note that we are unable to offer credit notes.

If you have requested replacements of a higher value, any difference due will be charged to the card used to pay for the original order.

In all cases, your proof of postage should show the Ocean Safety address to which you have returned the goods, together with the post office's printed/stamped confirmation of the date of posting.

You should enclose a note with the return, ensuring that the following information is included:
Order number, name, address, contact telephone number or email address (especially important if you do not know your order number), return reason and details of refund or replacement required.

If you believe the goods we have supplied to you are faulty, you should return the item to us together with a note, explaining what you believe is the problem and stating the original order number. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.

Some items can be ordered even if they're not immediately available from stock. Additionally, if you have saved items in your basket and not placed your order straight away, another customer can still buy these items until you complete your order. Therefore, if you come back to a saved basket after any length of time, the goods may no longer be in stock.

If a particular item is not available to order on our website, then this means it is likely to be out of stock.

Please telephone 023 8072 0800 and speak to an Ocean Safety advisor who will be able to help you.

We usually despatch in-stock items immediately, subject to payment authorisation. If part of your order is not in stock, we will split the order and send any available items at once. Outstanding items will then follow on as soon as they become available. Payment is only taken for items when they are despatched, so only those sent in each shipment will be charged for at that time.