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Help & Contact

Please select the subject below and click for more information.
  • Is ordering online secure?

    It certainly is! At Sail and Ski we take security very seriously, we never store any of your payment details and they are sent encrypted to our server using SSL protocol.

     

    Our website is also protected by an SSL certificate making browsing secure too!

  • How do I place an order?

    Placing an order online couldn't be easier.  Simply browse or search for the product(s) you are after and select the colour and/or size you are after, then press 'Add to Basket'.  You can then press 'Checkout' below or select you basket by clicking the basket icon in the top right of your screen.

    You can then proceed through the checkout process inputting the required information.  If you are a new customer you will need to fill in your details, returning customers can simply login and you will find your contact and address details have been stored ready for you to select.

     

    If you have any issues placing an order or wish to place an order over the phone please contact us on 01244 401449.

     

  • How do I view or remove items in my shopping basket?

    To view what is in your shopping basket just press the basket icon in the top right of the screen.  If you wish to remove an item from your basket click the cross next to the product price in your basket.  You can also add or remove quantities of items in your basket by using the up and down arrow by the quantity box of a product in your basket.

  • An item I looked at yesterday is a different price today, why?

    Our prices are constantly changing, we always try to be the cheapest online and this means prices can go up or down. 

     

    If you can find the same product (including colour, size etc) in stock with a competitor we will always look to price match.  Please contact us if you wish us to price match a competitor.

  • How do I know if I have placed an order?

    Once you have completed an order with us you will receive an email with your order confirmation details on.  If you can't find the email please check your junk folder.  IF you have any issue locating an order confirmation email please contact us.

  • Can I deliver an order to a different address?

    You can!  During the checkout process you can select the invoice and delivery address, these do not have to be the same.  When purchasing with V12 finance we can only deliver to the address that your invoice address.

  • Will you notify me once an order is dispatched?

    Yep, you will receive an order confirmation once your order has been dispatched by us.  When you place an order we will give you a delivery estimate for when your order is likely to be delivered.

  • How do I know if an item is in stock?

    Items that are online but not in stock will be clearly marked as 'out of stock' or only available for pre order.  Items available for pre order will have an estimated date for delivery to us, as soon as an item you have pre ordered comes in to stock with us we will dispatch it to you.

  • If I purchase skis and bindings online, will you fit my bindings?

    If you purchase skis and bindings from us we will fit them for FREE!  During the checkout process there is a section to input the details we need to fit your bindings.  We will need your height, weight, ski ability and millimetre length of your ski boot.  (This is usually printed around the heel of your boot and will be a 3 digit measurement, eg 305mm.  This is not your mondo point sizing eg. 26.5)

     

    If you are struggling to find this information please contact us.

  • Do you service skis and snowboards?

    We offer ski and snowboard servicing in our chester store.  We aim to turn around services in 7 days, on occasion we can do this faster so please contact us if you need them in a rush.  If you are not able to bring your skis/board to our Chester store we can look to collect and deliver your skis for £20. 

     

    For service prices please see our servicing page. 

  • How much will shipping cost?

    UK Delivery is FREE on all order over £25.  We also offer next working day delivery for £5.99 or 2 working day delivery for £3.99.

     

    European and International shipping costs vary, please see our delivery page for shipping rates outside of the UK.

  • How long will delivery take?

    Delivery times vary depending on the shipping method you choose.  We always aim to dispatch orders the same day when available.  When you place an order you will get an estimated delivery date for you item.

     

    Delivery times will be extended when pre ordering an item, as soon as the item(s) comes in to stock with us we will dispatch it immediately using your chosen shipping method.

  • What countries do you ship to?

    We ship across the UK, Europe, North America, Australia and New Zealand.  

     

    During the checkout process you can chose the country you wish to ship to, if you can't find your country please contact us as we can usually get an item(s) to you.

  • Can I track my order?

    Most orders can be tracked, you will receive tracking information once an item is dispatched from us, lower value items may not be trackable.  If you can't find tracking information please contact us.

  • Who will deliver my parcel?

    We use various couriers when delivering items.  Your parcel will be delivered by Royal Mail, Parcelforce, Interlink, DPD or Fedex.  If you have a preference on who you want to deliver your parcel please contact us and we will always try to accommodate this.

     

    International orders may be delivered by other couriers.

  • What happens if I'm not in to receive my parcel?

    If you aren't in to receive your parcel the courier will put a card through your door, they will usually attempt delivery the next day.  Most couriers will attempt delivery three times before the parcel is returned to us.  If you know you aren't going to be in on subsequent delivery attempts please contact the courier directly using the details on the card to arrange delivery at a time you will be in.

     

    If you know you aren't likely to be around when you place an order we recommend you leave a delivery note when placing an order with a safe place to leave the item.  We will always pass this on to the courier although it is at their discretion whether they leave it in the safe place.  Any item(s) delivered to a safe place are left there at your risk.

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