WHEN SHOULD I EXPECT MY ORDER TO BE DISPATCHED, AND WHEN WILL I RECEIVE IT?
You will receive an e-mail notification when your order has been placed. This will go to the e-mail address you provided us at the time you placed your order.
Our Fatyaks are despatched direct from our factory in Somerset via Tuffnells Ltd, an email notification will be sent upon despatch. Plus, a further email is sent on the day of delivery confirming delivery driver name with a link to track your goods.
Processing times vary based upon the product. If the item is in stock then it will normally be processed and dispatched within 3-5 working days of the order being placed. Delivery will be approx. 5-7 working days by courier, please ensure best contact telephone number is given at point of order.
Please note that this is not guaranteed and some parcels can take slightly longer due to postal delays especially during busy periods such as Christmas.
I AM HAVING PROBLEMS PLACING MY ORDER VIA DEBIT/CREDIT CARD?
If you discover that there is a problem placing an order via Debit/Credit Card, please check the following:
Check that we accept card you are trying
Make sure there are no spaces in the credit card number
Check that you have entered the correct expiry date of the card. You do not need to enter a start date or issue number if your card does not have one.
Ensure you have entered the 3 digit Card Security Code from the back of your card.
Try another card, if you still have problems please contact our Sales Hotline (01984) 632026 where we will be able to help you get your order processed.
Please Note: We have anti-fraud measures that will automatically fail any credit card tried three times in a 15 minute period.
We do not store credit card details nor do we share customer details with any 3rd parties.
HOW DO I CHANGE QUANTITIES OR CANCEL AN ITEM IN MY ORDER?
Please contact us to make any amendments to an order you have placed.
I HAVE NOT RECEIVED MY ORDER?
The parcel may have been delayed within the postal system.
For deliveries sent via TNT we can supply you with a tracking number to trace you order online, please advise us if your parcel hasn’t arrived within 5 days and we will assist you with tracking your order.
REFUND / CANCELATION POLICY
We at Fatyak Kayaks will accept returns on the basis that the item/items are returned in a re saleable condition with all packaging intact. Return of goods is the responsibility of the customer, for this reason we suggest an insured method of return such as Recorded Delivery. Return postage costs cannot be covered by Fatyak Kayaks unless damaged or faulty goods. You must inform us of your intent to return your item/s by phone or email, these items must be received back with us within 7 days of receiving your order. If you inform us within this period you will receive a full refund. If you inform us after this period the refund will be subject to a restocking charge of 20% to be deducted off of the refund total.
I RECEIVED THE WRONG PRODUCT?
Please contact us immediately to rectify.
MY ITEM WAS DAMAGED ON DELIVERY, WHAT DO I DO?
Please check your goods on delivery, do not sign for goods until checked. If the goods are damaged please do not accept delivery, please contact us immediately. We use a third party courier and cannot claim if you sign for the goods as being OK. No refund or replacement will be given if you accept delivery of damaged goods.