Shipping policy

Shipping Policy

1. UK Delivery Rates

  • £3.80 – Orders £0.00–£99.00 (Evri, 3–5 days)
  • £1.99 – Orders £100.00–£249.00 (Standard, 2–4 business days)
  • FREE Express Delivery – Orders £250.00 and above (1–3 business days)
  • Hard boards & oversized items: £49 for boards up to 11', £99 for boards over 11'
  • Fixed paddles & 2-piece paddles: £30 delivery charge

Shipping charges are displayed at checkout where applicable.

Additional charges may apply for deliveries to:

  • Scotland Highlands & Islands
  • Channel Islands
  • Northern Ireland
  • Remote/offshore locations

For a quote, contact: info@thesupstore.co.uk

2. Delivery Times

We currently use Royal Mail and Evri for small parcels. Larger parcels may be shipped with alternative couriers depending on size and destination.

Standard UK Delivery: Monday–Friday (working days only). No weekend or bank-holiday deliveries.

Online-only / drop-ship items: Allow up to 3 additional working days.

Next Day Delivery:

  • Only available where stated on product pages
  • Orders must be placed before 12:00pm
  • Subject to courier availability

3. Delivery Confirmation & Proof of Delivery

Once an order is delivered to the address provided and confirmed by the courier (tracking scan, GPS location and/or photo), responsibility transfers to the customer.

We are not liable for:

  • Loss or theft after delivery
  • Items left in a "safe place"
  • Deliveries made to the address provided by the customer

If you have concerns about delivery security, please request alternative arrangements before dispatch.

4. Checking Your Delivery

Please inspect your items upon delivery.

If packaging shows visible damage:

  • Sign for delivery as "DAMAGED"
  • Refuse the parcel if goods appear damaged
  • Contact us within 24 hours with photos

If you cannot inspect the parcel, sign "UNCHECKED".

Damage reported later without clear evidence may not be eligible for replacement or refund.

5. Drop-Shipping & Third-Party Fulfilment

Some products may ship directly from our suppliers. In such cases:

  • Packaging may differ from SUP Store branding
  • Multi-item orders may arrive separately
  • Tracking may come directly from the supplier

Once marked "delivered" by the courier, the item is considered delivered.

6. Overseas Shipping (EU + International)

We currently ship to: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain & Sweden.

If your location is not listed, contact us for a quote: info@thesupstore.co.uk

Customs, Duties & Taxes: Orders shipped outside the UK do not include UK VAT. Import duties or VAT may be charged upon arrival.

If an order is rejected due to import fees:

  • A refund will be issued once the item is returned
  • Outbound and return shipping costs will be deducted

7. Failed Delivery & Address Errors

If delivery fails due to:

  • Incorrect address provided by the customer
  • No one available to receive the parcel
  • Refusal of delivery

The customer is responsible for:

  • Redelivery charges
  • Return shipping costs
  • Any handling fees applied by the courier

These must be paid before redelivery.

8. Lost Parcels

If a courier cannot confirm delivery, we will investigate and support a claim. If delivery is confirmed (GPS, photo or scan), no replacement or refund will be issued.

See Section 3 and our Terms of Service.

Contact

For delivery enquiries: info@thesupstore.co.uk

Saviour the Owner of The SUP Store has been paddling since 2013, racing around the UK and enjoying organising our local races and weekly Pointy Board Crew paddles.