FAQ

Help, where’s my order?

Take a quick look at you emails (check the junk folder too) to see if you’ve received an order confirmation and a dispatch email, if you have it’ll have the tracking number on there.

If you haven’t received anything email our team at websales@westbeach.com with your details (including order number) and we’ll help get things moving for you.

I’ve made a mistake with my order!

Once you’ve made you order unfortunately we can’t make changes to it.  The best thing to do is make a new order for the stuff you want, let us know at websales@westbeach.com that you made a mistake on the original order and we’ll try and stop that one from getting shipped.  Don’t worry if it’s shipped already you can arrange a return easily by contacting returns@westbeach.com and we’ll refund you in full.

Can I Return or Exchange My Items

Absolutely.  Just email returns@westbeach.com with your order number and we’ll get that sorted for you.

You can read our returns policy here.  Returns.

We understand that when you buy online the product is sometimes not what you expected, we’ll happily refund any item within 30 days of receipt.  Please note if you want to receive a full refund then ensure the garment has all it’s original swing tags, is in the original packaging and is in a saleable condition.  Once we’ve inspected the garment refunds will be credited to your original method of payment, this can take up to an additional 5 working days if you have paid by credit card. You are responsible for the shipping of the return and we recommend using a tracked service. Please keep proof of postage.

To make a return, please contact us at returns@westbeach.com


Under EU distance selling rules you have the right to cancel your order without charge at any time up until 14 days after you receive the item. You are responsible for the cost of returning the item to us and the products must be returned in a saleable condition. If you wish to cancel your order then please just let us know at returns@westbeach.com.  This does not affect your statutory rights.

Westbeach reserve the right to refuse products returned in a non saleable state and the return of such goods is at the customer’s expense.

What If I’ve Received the Wrong Items?

Oh no!  Let us know at websales@westbeach.com and we’ll get the correct gear out to you immediately.

How Long Does it Take to Process My Return?

Once we receive your return we aim to process it within 3 working days, refunds issued to your credit card can take a further 5 working days to appear in your account, Paypal refunds usually appear immediately.  You will receive email notification once the refund has been issued. In the unlikely event you haven’t heard from us, please email us at returns@westbeach.com and we’ll get things sorted for you.

How do I know what Size I Need?

Check out our size guide, there’s a link to it underneath the ‘Add To Cart’ Button on every product page.

Do you Offer a Product Warranty

Yes we do!  We are so confident our gear won’t let you down that from Winter 2019 all our new products carry a five year warranty so if you think there’s a manufacturing fault with you product just let us know and we’ll help get it sorted for you.  As part of our sustainability programme we always aim to repair garments in the first instance.

Our full warranty policy is here. 

 

Warranty.

All Westbeach products manufactured from 2019 onwards carry a five  year manufacturer’s warranty which covers material and manufacturing defects.

The Westbeach warranty  can only be covered if the original purchase receipt can be shown.  Any products which have been altered will not be covered by the warranty.  Should any garment’s key features or functions fail due to a manufacturing defect, we will repair it without charge or provide a replacement.

Initially, we’ll always try and repair the garment but if it’s totally shot we’ll replace with like for like product and if we no longer have anything of that style we’ll issue a full refund.

Rips, tears, normal wear and tear and unsightly stains are not covered under warranty. 

 

 

Covered Under Warranty

  • Defective sewing
  • Defective zippers and attachment hardware
  • Velcro patches
  • Snaps
  • Missing or broken drawstrings, cords, and leashes.

 

Not Covered Under Warranty

  • Normal wear and tear .
  • Rips, Snags etc which damage the fabric.
  • Issues caused by improper use or failure to follow the washing and care instructions.
  • Scuffed Trouser Hem.

 

Please contact the retailer who you purchased your clothing from in the first instance, if you bought it directly from Westbeach please drop us a mail at websales@westbeach.com.

 

Can I wash my stuff?

All our garments come with wash and care instructions on an internal label which you can follow to ensure they don’t get damaged in the wash.  For more in depth information on washing and re-proofing take a look at our Blog. Blog

Can I get a sponsorship deal?

If you want to be part of the team drop us a line to ambassadors@westbeach.com and tell us about your awesomeness.


DELIVERY & SHIPPING

 

UK & IRELAND

We use Royal Mail for all our UK deliveries.  

Our UK Home delivery orders are trackable. You will receive a dispatched email with a tracking link on for your order, alternatively you can log in to your account and view the tracking in your order history. 

When we send your dispatched email there can sometimes be a delay between this being sent and the carrier receiving the order, as a guide for UK orders please allow up to 12 hours for your orders information to be visible. For orders to Ireland please allow up to 24 hours. 

Tracking may not be available during some promotional periods and on some International orders. Please allow the full delivery time before contacting.

  

EUROPE & INTERNATIONAL

Standard, tracked delivery services are available to most of the countries we ship to. International delivery is available from just £12.50 - the price varies by country and this can be found when selecting the delivery country in the drop down in the delivery section. 

Who will deliver the parcel? Deliveries will be shipped via  DPD or Norsk-Global. Once the parcel has arrived in your country it will be passed on to an internal post service and be subject to their standard delivery procedures. 

How long will it take? Delivery will take 4 to 10 working days after dispatch a signature may be required and if you're not around the driver will leave a card with instructions on how to pick it up. 

Can I track my delivery? Tracking is available on some Standard deliveries and on all Tracked deliveries. You will receive a dispatched email with a tracking link on for your order, alternatively you can log in to your account and view the tracking in your order history. 

Will the recipient have to pay duty on the order? Our products are sold on a DDU (Delivery Duty unpaid) basis. Additional taxes, fees or levies may apply according to local legislation. 

Recipients of deliveries made outside the European Union may have to pay import duty or formal customs entry. If this is the case, the delivery may be delayed. Westbeach cannot offer any assistance in these processes. 

To help make sure that customs duties are not payable for deliveries outside the EU, check the custom duty threshold of the country you're sending your items to, before you order, and keep your total basket value below that threshold.

EUROPE 

 

£12.50 - Standard EU Delivery

£0.00 - Free EU Tracked for Orders £300+

REST OF THE WORLD 

 

£25.00 - Non EU tracked

£0.00 - Free Rest of the World Tracked for Orders £300+

 

What happens if I'm not at home when the delivery arrives?

Depending on the country your delivery address is located in and which courier it is being sent with, it may or may not be possible for the delivery to be deposited at a post office for you.

If it is not possible for your delivery to be deposited at a post office, we recommend that you enter a delivery address where someone will be available to accept your parcel (e.g. work office, neighbour, friends...). If no one is present at the delivery address when your order arrives, the courier service will try to deliver your parcel 1-2 more times. After that, the parcel is returned to us. 

Please always check the parcel tracking system for reference about where your parcel currently is and when it might arrive. You can also see whether there has already been an attempted delivery.

If you would like to change your delivery address after you have already placed your order, please contact our Customer Service immediately at 0161 8344400

 

What do I need to ensure the delivery goes through smoothly?

To ensure that your order is delivered smoothly and quickly, we recommend that you:

  • provide a delivery address where someone will be available to accept the parcel. For example, you can also provide your office address or the address of a neighbour or friend. 
  • provide a telephone number under which you can be contacted by the courier service if there are any delivery problems or they cannot find your address.
  • track your package. The package tracking system keeps you informed of the current location of your delivery, so that you have an idea of when it might arrive and you can detect any difficulties.

 

 My delivery has gone missing, what should I do?

Please contact us at websales@westbeach.com and we will sort out your query.

 

I missed the delivery and the parcel has been sent back, what should I do?

Please contact our customer service immediately on websales@westbeach.com

The parcel will be sent back to you again. You will also have the opportunity to provide us with a new delivery address where someone will definitely be available to accept the parcel (e.g. office, neighbour, friend..)

What if my goods are damaged?

 Please contact us at websales@westbeach.com and we will sort out your query.

 

Is Free Will real or just an Illusion?

Sorry, we can’t help you with this one!