FAQ
Welcome to the Fatyak™ FAQ page. Here, we've compiled answers to common questions to assist you in making your adventures legendary.
General Information
Q: Where are Fatyak™ products manufactured?
A: Our products are proudly designed and manufactured in the UK, high product quality, reduce transportation emissions, and support local businesses. Additionally, this aligns with our commitment to building a circular economy and protecting the ocean.
Q: How is Fatyak helping to remove plastic pollution from the ocean?
A: Fatyak has been at the forefront of addressing plastic pollution. We’ve introduced several initiatives, including a take-back scheme to recycle old kayaks, and by joining the Paddle for Plastic campaign, we raise awareness of plastic pollution and support communities in protecting the ocean. We also incorporate marine plastic into our recycled kayaks, and any remaining plastic consumption is offset through the purchase of plastic credits. These actions contribute to a circular economy and support the regeneration of our marine ecosystems.
Q: How does Fatyak contribute to a circular economy?
A: Fatyak is committed to building a circular economy by reducing waste and reusing materials. We use marine plastic collected by Odyssey Innovation to create our range of recycled kayaks. By buying plastic credits, we fund vital recycling projects that prevent further plastic pollution and support the creation of sustainable products. Through these efforts, we help close the loop of plastic waste, turning it into valuable resources while promoting a more sustainable future for paddling.
Q: What does it mean that Fatyak is the world’s first plastic-neutral kayak manufacturer?
A: In 2024, Fatyak became the world’s first plastic-neutral kayak manufacturer. We achieved this by partnering with Odyssey Innovation, whose innovative recycling processes turn waste plastic into high-quality materials for our kayaks. We offset our plastic consumption by purchasing plastic credits through Odyssey Innovation's Plastic Footprint Certification™ credits scheme, funding vital recycling projects and promoting sustainable solutions. This initiative ensures that we are minimizing our environmental footprint while actively contributing to the fight against plastic pollution.
Please see Sustainability for additional information.
Purchasing and Ordering
Q: How can I purchase a Fatyak™ product?
A: You can purchase our kayaks directly through our official website or from authorized dealers listed on our Find a Stockist page.
Q: What payment methods are accepted?
A: We accept major credit cards, including Visa and MasterCard, as well as PayPal.
Delivery Information
Q: Where do you ship to?
A: We deliver to mainland UK and Scotland. For international shipping, please reach out to us using the contact form and provide your full shipping address along with your contact number.
Q: How long will it take for my order to be dispatched and delivered?
A: Orders are usually processed and dispatched within 3-5 working days if the item is in stock. Delivery times vary based on location and weight:
- United Kingdom:
- 2-4 Business Days for orders below 4kg.
- 3-5 Business Days for orders above 4kg.
- Scotland:
- 2-4 Business Days for orders below 4kg.
- 10-14 Business Days for orders above 4kg.
You will receive an email notification once your order is dispatched and another on the delivery day with the driver’s name and a tracking link. Please note that slight delays may occur during busy periods.
Please see Delivery for additional information.
Order Issues
Q: What should I do if I’m having problems placing an order with my credit/debit card?
A: Ensure the following:
- Your card type is accepted.
- No spaces are in the card number.
-
The correct expiry date and security code are entered.
If problems persist, try another card or contact us. Note: Anti-fraud measures prevent using the same card three times in 15 minutes.
Q: How do I change quantities or cancel an item in my order?
A: Contact us directly to make changes to your order.
Q: I haven’t received my order. What should I do?
A: Check your dispatch email for tracking details. If you need additional assistance, contact us for an update.
Q: I received the wrong product. What should I do?
A: Please contact us immediately so we can rectify the issue.
Exchanges and Refunds
Q: Can I return unwanted items for a refund?
A: Yes, you are welcome to return any item ordered from Fatyak within 14 working days from the day after you receive it. We ask that returns are made promptly and that the products are kept in new condition. You are responsible for the return shipping costs unless the item is faulty or damaged. Please ensure items are securely packaged and include the original invoice along with a returns authorisation number, which you can obtain by contacting us here.
Q: How do I initiate a return?
A: To initiate a return, contact us here. We will provide you with a returns authorisation number and instructions on how and where to send the item. Be sure to package the item securely to prevent damage during transit.
Q: How can I exchange my Fatyak product?
A: To exchange an item from your recent order, simply contact us here to initiate a return. We will provide you with a returns authorisation number and instructions on how and where to send the item. Once we’ve processed the return, you can place a new order on fatyak.com. Please ensure the item is securely packaged to prevent damage during transit. Unfortunately, we cannot offer direct exchanges.
Please see Exchanges and Refunds for additional information.
Damaged, Defective, or Incorrect Items
Q: What should I do if I receive damaged or defective goods?
A: Notify us immediately here. We will issue a returns authorisation number and provide instructions for returning the item.
Q: Will you test returned items?
A: Yes, all returned items are tested.
Q: What happens if the returned item is found not to be faulty?
A: If an item is deemed functional after independent testing, it will be returned to you. You will be charged for postage and a 20% administration fee. We recommend carefully checking your item and its instructions before initiating a return.
Q: Can I return multi-buy items if one is defective?
A: Yes, we can replace the defective item. Refunds for individual multi-buy items are not available.
Product Specifications and Features
Q: What materials are used in Fatyak™ kayaks?
A: Our kayaks are made from high-density polyethylene (HDPE), offering excellent durability and UV resistance.
Q: Are Fatyak™ kayaks suitable for beginners?
A: Absolutely. Our kayaks are designed to be stable and easy to handle, making them ideal for both beginners and experienced paddlers.
Q: What accessories are included with the kayak?
A: Standard accessories include moulded footrests, carry handles, and a drain plug. Additional accessories, such as paddles and seats, can be purchased as a package deal.
Maintenance and Care
Q: How should I clean and store my Fatyak™ product?
A: Rinse the item with fresh water after each use to remove salt and debris. Store it in a cool, dry place away from direct sunlight to prolong its lifespan.
Safety and Usage
Q: Do I need to wear a personal flotation device (PFD)?
A: Yes, for your safety, always wear an approved PFD while kayaking.
Q: Can I use Fatyak™ kayaks in the ocean?
A: Yes, our kayaks are suitable for ocean use. Always check weather and sea conditions before heading out.
Warranty Information
Q: What does the warranty cover?
A: We offer a 2-year warranty on the deck, hull, and parts of Fatyak™ kayaks against defects in materials or workmanship. This warranty does not cover damage caused by accidents, misuse, or alterations.
Q: Who covers freight charges for warranty claims?
A: Freight charges to and from the manufacturing plant are the owner’s responsibility.
Q: How is warranty eligibility verified?
A: Each kayak has a unique serial number that allows us to trace the manufacturing process.
Support and Contact Information
Q: How can I contact Fatyak™ customer support?
A: You can reach us via the Contact Us page on our website.
Q: Where can I find the user manual for my kayak?
A: User manuals are available for download on our User Guide page.
For additional assistance, please contact our support team. We’re here to help!