“Easy to use website, ordered a 9/10 swim very vest for my grandson, item is very small and wouldn't go over his head, it was more like 7/8 grandson is quite slim. Will be returning.”
“Ordered 2 wetsuit more than 2 weeks ago and they have still not arrived. Not company's fault but they're not going to arrive now in time for Christmas.”
“When I ordered it came almost a week late which was probably Royal Mail’s fault rather than Paddle and Surf. However when the parcel did arrive it was not the wetsuit I had ordered. It was a different colour. As I needed the suit and it was already late I have just kept the wrong colour one. The product is fine it fits okay just not what I wanted colour wise.”
Hi Connor,
I can only apologise for the experience you've had. This isn't the level of service we usually offer or are happy with.
Our dispatch system involves scanning barcodes to try and prevent order mix-ups from happening but, clearly, this has not worked in your situation. We will be investigating this with the warehouse team to see what has gone wrong. We would be happy to offer you a partial refund for this mix-up - please contact our customer service team or reply to this email to arrange this.
Royal Mail are usually very reliable. My apologies again this was not your experience and added another inconvenience.
If we can be of any further assistance, please contact our customer service team.
Best regards,
The Paddle & Surf Team
“The item was exceptionally good value for money and arrived in excellent time.
However in the picture the logo was pink in colour. This was the reason I bought the item. When it arrived the logo was in red. Which was disappointing.”
Hi there Philippa,
Thank you for taking the time to leave us a review.
We're so happy that your order arrived with you in good time. However, we are sorry to hear that you have found the product image misleading, we will take a look at adjusting this. In the meantime, we would, of course, be happy to receive the item back for a full refund if this is what you would prefer.
Best wishes,
Paddle and Surf
Hi Paul,
Thanks for leaving a review about your order. We're very sorry to hear your J Bars were damaged in transit.
Unfortunately, once an order has left our warehouse, we're unable to guarantee how it will be handled through the courier network. Items are usually handled with care so, we do have very minimal issues but I can understand your frustration.
I can see you spoke to a member of our customer service team and they did offer a replacement set of J Bars due to the damage - we're happy to still honour this offer so just contact our team via email (service@paddleandsurf.co.uk) if you would like to swap products.
Best wishes,
The Paddle & Surf Team
