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General FAQs

How do I contact Sail and Ski?

We can be contacted by phone on 01244 401449, email on info@sailandski.co.uk. Please see our Contact Us page for a full listing of how to get hold of us.

What are your opening hours?

Generally we operate Monday-Saturday 9.30-5.30pm and Sundays 12-4pm year round. Opening times may vary slightly due to seasonal changes so please see the Our Stores page for up to date opening hours.

Where can I view your products?

We currently have one stores in Chester and the website you are on now. See the Our Stores for more information.

Do you have a boot fitting service?

Yes, we offer this in our Chester store and unlike some retailers ours is free of charge. We use the latest boot fitting machines, including Custom Fit shells from Salomon. We also offer custom made insoles, however these are a separate product and will incur a charge although fitting is still free.

Do you ski and snowboard yourself?

Amazingly we get asked this all of the time, but yes, every single employee from the Directors to the Saturday staff have experience in the mountains. Many of our team have lived or spent long periods of time on the slopes!

Delivery FAQs

How much is delivery?

Within the UK our standard delivery is FREE! We offer other delivery options, such a Tracked Courier and Saturday delivery for an additional cost. Please go to our Delivery page for full listings of delivery costs.

Can I track my delivery?

Yes, nearly all deliveries can be tracked. A confirmation email will be sent when your item is shipped, this will contain tracking information.

What courier do you use in the UK?

We use UK Mail for most of our deliveries, for smaller items or more obscure locations in the UK we may also use City Link or Royal Mail.

What courier will Euopean items be shipped with?

We use UK Mail for European Deliveries, they may sub-contract your delivery to another courier in your country - we will provide you with tracking details for your order once your delivery has been sent.

How long does delivery take?

You can choose this is the checkout area. Standard delivery takes 1-5 days in the Uk and 3-8 days for the rest of Europe. If you have specific delivery requirements we can normally help if you Contact Us.

Do you ship VAT free to the Channel Islands and non EU countries?

Yes, VAT will automatically be deducted from your basket total when placing an order being delivered within the Channel Islands or to a country outside of the EU.

Do you ship outside of Europe?

We currently do not ship outside of Europe as a general rule. This is due to restrictions placed upon us by some of our main suppliers and a lack of credit card protection provided on non EU registered cards. However, if you really want something sent to anywhere in the world it is always worth asking if we can do it. Please contact us and we will do our best to assist you.

Returns FAQs

How do I return an order bought online?

If you wish to return an order then please go to our Returns Page to download a returns form which contains all the information you will need to return an order. Once received we normally refund or exchange your item the very same day. You may return it to our Chester Store and we will transport it back to our office for the return to be processed. This may take up to 72 hours in some cases.

How do I return an order bought in store?

Items can be returned to our Chester store. Please leave swing tags attached and bring your receipt when returning an order. We offer refunds in store up to 14 days from purchase date and exchanges up to 28 days. Our full returns policy can be seen on our Returns Page.

Can I return an online order to your store?

Online orders can be returned to our stores for exchange, however if you require a refund it can only be given once the goods have been returned to our warehouse. This may take up to 48 hours.

The items I wish to purchase are a gift, can you extend the returns period?

We are happy to extend the returns period for gift items, items must be returned unused and with all swing tags still attached.

I believe the item I've bought may be faulty, what do I do

Contact a member of staff on 01244 401449 or info@sailandski.co.uk explaining the issue first. That member of staff will then explain the best way to proceeded with the faulty item. In a lot of cases we can issue a refund or exchange by seeing a photo of the damage, saving you and ourselves any cost and inconvenience of posting items back to us.

Sales FAQs

How can I pay online?

We accept Visa, Mastercard, Maestro, Visa Electron or PayPal. Card transactions are done via our secure gateway, Sagepay.

Do you offer a price match?

Yes we do, please see our Price Match Policy.

Do you sell spare parts?

We do, pop into one of our shops or give us a call and we will do our best to help you out.

Do you sell gift vouchers?

Yes we sell both online and in-store gift vouchers, please see our Gift Vouchers. page.

Technical FAQs

I'd like to have my bindings fitted to my skis, is there a charge for this?

If you purchase either your binding or skis (or both) from us there is no charge. If you have your own skis and bindings we do charge for a binding fitting with prices from £22. Some key information we need for a binding fitting is:
-Millimeter length of your ski boot.
This is NOT the size of your boot. The millimetre sole length is found on the outside of your ski boot in a small raised font. Give us a call if you are unable to find this information. If this is an instore situation it is best to bring your boots in to us.

Do you offer ski/snowboard servicing?

Our ski and snowboard technician works from our Chester based workshop. Skis and boards can be dropped off at the store in person. We aim for a 7 day turnaround, but work can be done quicker if needed. Please call in to our store for this service. For a courier fee of £18 plus the cost of a service we can collect and re-deliver your skis or boards from your home and deliver them back to you, please contact us if you wish to have your skis/snowboard collected.

Please see our Servicing page for more information.
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