At Diving Gear Shop, we’re as committed to your diving adventures as we are to providing exceptional service. Below you’ll find all the details about our shipping and returns processes to ensure you can dive with confidence.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Includes tracking
  • Free Shipping (Orders over £50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

Note for International Customers: We ship worldwide (excluding some Asian and remote regions). Please be aware that customs fees, taxes, or import duties may apply and are the responsibility of the customer.

Returns & Exchanges

We want you to be completely satisfied with your diving equipment. If something isn’t right, our straightforward returns process makes it easy.

Our Returns Promise

  • Returns accepted within 15 days of delivery for most items
  • Equipment must be in original condition (unworn, unwashed, with tags attached)
  • Original packaging with all accessories must be included
  • Proof of purchase required

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Care & Repair products (once opened)
  • Eco-Friendly Products marked as final sale
  • Any items that have been used in water or show signs of wear

How to Return Your Diving Equipment

  1. Contact Us within 15 days of delivery at [email protected] with your order number and reason for return
  2. Wait for Approval – Our diving-experienced team will respond within 48 hours with return instructions
  3. Package Securely – Use original packaging if possible, ensuring all items are protected
  4. Ship Your Return – Send to our Truro address using a tracked service (return shipping is at your expense unless the item is faulty)

Exchange Process

Need a different size or model? Follow these steps:

  1. Follow the standard return process above, clearly stating you’d like an exchange
  2. We’ll hold your replacement item for 7 days while awaiting your return
  3. We’ll ship the new item once we receive and inspect your return
  4. We cover standard shipping costs for exchanges (upgrades require additional payment)

Refund Information

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Timeline: Allow 5-10 business days for the refund to appear in your account

Important Note: Original shipping fees are non-refundable unless the return is due to our error.

International Returns

For customers outside the UK:

  • Mark the package as “Returned Goods” to avoid customs charges
  • We cannot refund original customs/duties fees
  • Consider using our prepaid return label service (available on request)

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Diving Gear Shop Team,

I would like to return/exchange the following item(s) from my order #[Your Order Number]:

Item Name: [Product Name]

Reason for Return: [Size Issue/Product Fault/Change of Mind/etc.]

Please advise next steps. I have:

  • Kept all original packaging and tags
  • Not used the item in water
  • Included all accessories

Best regards,

[Your Full Name] [Your Contact Number]

Need Help?

Our team of diving enthusiasts is ready to assist with any questions about our shipping or returns policy at [email protected].

Happy Diving!

The Diving Gear Shop Team