Help & FAQs

Absolutely! We take the security of your personal information very seriously.

At Proteus Marine Store, we prioritise the protection and confidentiality of your data. We have implemented robust security measures to ensure that your personal information is secure throughout your interactions with our website.

Our website utilises industry-standard Secure Socket Layer (SSL) encryption technology. This encryption protocol safeguards your sensitive data, such as credit card information, passwords, and personal details, during transmission. This means that any information you provide is encrypted and protected from unauthorised access.

We also adhere to strict privacy practices and comply with applicable data protection laws. We do not sell or disclose your personal information to third parties without your consent, unless it is necessary for order fulfilment or required by law.

Rest assured, we continuously monitor and update our security systems to stay ahead of potential threats and maintain the integrity of your information. Our commitment to your privacy and security is unwavering.

If you have any further concerns or questions regarding the security of your personal information, please don't hesitate to reach out to our dedicated customer support team.

We understand that there are situations when you need your items urgently. We're here to assist you with that!

To ensure speedy delivery, we offer an Express Shipping option. By selecting express shipping at checkout, you can expect to receive your order within a shorter timeframe.

Rest assured, our team works diligently to process and dispatch orders as quickly as possible. We understand the importance of delivering your items promptly, and we aim to meet the specified timeframe for express shipping orders. Once your order has been dispatched, you will receive a confirmation email containing tracking information to keep you updated on its progress.

To provide you with the best service possible, we will prioritise orders with the Express Shipping option over other orders in our fulfilment process. Our goal is to ensure that your items reach you as quickly as possible.

If you have any additional questions or specific concerns about your urgent delivery request, please don't hesitate to reach out to our customer support team.

Absolutely! We understand that circumstances may change, and you may need to cancel your order. We're here to assist you with that.

If your order has NOT been processed or dispatched, we can cancel it for you without any hassle. Simply reach out to our customer support team as soon as possible with your order details, and we'll take care of the rest.

However, please note that once an order has been dispatched, we are unable to cancel it as it is already on its way to you. In such cases, we recommend contacting our customer support team to explore possible solutions.

We strive to provide the best customer service, and we appreciate your understanding.

If you have any further questions or concerns, please don't hesitate to get in touch with us. We're here to help!

Should the item(s) not work out, we are happy to exchange or you can return for a refund.

As a reminder, for a limited period we even cover the cost of domestic return shipping so.

We understand that sometimes you may prefer to have a conversation when seeking assistance. While we don't currently offer phone support, we have other convenient options available to help you.

You can reach our friendly support team through our live chat feature when it is available. Look for the chat icon on our website, and if it's visible, click on it to start a conversation with one of our representatives in real-time. They'll be more than happy to assist you with any queries or concerns you may have.

Alternatively, you can also use our contact us form to submit your questions or requests. Just fill out the necessary details and provide a brief description of your issue, and our team will get back to you as soon as possible.

We understand that it can be disappointing when the item you want is out of stock, and we apologise for any inconvenience caused. As much as we strive to maintain accurate inventory levels, by gauging demand and working with our suppliers, sometimes unforeseen circumstances do occur.

If you come across an out-of-stock item, we recommend signing up for notifications on the product page. By providing your email address, you'll be among the first to know when the item is back in stock. This way, you won't miss out when it becomes available again.

Additionally, our customer support team is always ready to assist you. They can help you find alternatives, provide information on restocking dates, or suggest similar products that might meet your needs.

Currently, we only offer shipping services domestically to all regions of the United Kingdom. Certain areas which are classed as remote or difficult to reach places for a standard courier may incur an additional charge.

We are actively working with our distribution partners on expanding our shipping capabilities to include international destinations. In the near future, we plan to offer shipping services to Europe and the rest of the world. We understand the importance of reaching customers worldwide, and we are excited to make our products available to a wider audience.

We appreciate your patience and understanding as we work towards this expansion. Please stay tuned for updates on our website and social media channels regarding international shipping availability. We can't wait to bring our products to customers around the globe!

If you have any further questions or need assistance, please don't hesitate to reach out to our customer support team. We're here to help.

We understand the excitement of receiving your order promptly, and we strive to ensure timely delivery. The estimated delivery time for standard shipping is typically 2-3 days working days within the United Kingdom and is usually displayed on the product pages. Please note that this is an estimate and may vary depending on your specific location and any unforeseen circumstances.

For customers who require their orders even quicker, we offer an Express Shipping option. By selecting express shipping at checkout, you can expect to receive your order within a shorter timeframe.

We work diligently to process and dispatch orders as quickly as possible, aiming to deliver your items within the specified timeframe. Once your order has been dispatched, you will receive a confirmation email with tracking information to keep you updated on its progress.

If you have any concerns about the status of your order or need further assistance, please don't hesitate to contact our customer support team. We're here to help ensure a smooth and timely delivery experience for you.

In the unfortunate event that your order arrives damaged or is defective we would be truly sorry to hear that . We understand that this can be frustrating, and we apologise for any inconvenience caused. Your satisfaction is our top priority, and we're here to make things right.

If your order arrives in less than perfect condition or with a defect, please reach out to our customer support team immediately. We kindly ask you to provide us with a clear description and photos of the damaged or defective item. This will help us better understand the issue and expedite the resolution process.

Rest assured, we will do everything we can to resolve the situation promptly. Our dedicated team will work closely with you to arrange a suitable solution, whether it involves a replacement, refund, or any other necessary steps to ensure your satisfaction.

Please note that it's important to contact us as soon as possible upon receiving your order, preferably within 2 days of receiving it. This will allow us to address the issue swiftly and provide you with the best possible assistance.

We appreciate your understanding and cooperation in these circumstances. Your feedback is valuable to us, as it helps us improve our processes and prevent such occurrences in the future.

Thank you for your interest in collecting items supplied by us. Currently, we do not offer a customer collection service. We apologise for any inconvenience this may cause.

However, we provide convenient shipping options for the delivery of your order directly to your preferred address. Our shipping services are designed to ensure that your items reach you safely and efficiently.

We understand that customer collections can be convenient for some individuals, and we appreciate your understanding as we continue to assess and enhance our services. We are constantly exploring ways to improve our offerings and meet the evolving needs of our valued customers.

If you have any questions or need assistance with placing an order or tracking your delivery, please reach out to our customer support team. We're here to help make your shopping experience as smooth as possible.

We understand that sometimes you may need to return a product, and we're here to assist you with that process.

To initiate a return, please follow these steps:

Ensure that the item is eligible for return. Items must be returned within 60 days after receiving your order.

Make sure the item meets the return criteria. Items must be returned in the same condition in which they were received, be unworn/unused, have any tags still attached, and include all the original packaging.

Reach out to our customer support team through our contact channels. They will provide you with the necessary instructions and guide you through the return process.

Pack the item securely in suitable packaging, ideally using the original transit packaging, to protect it during transit.

Include the return authorisation information provided by our customer support team. This will help us process your return more efficiently.

Ship the package back to us using a reliable shipping service with tracking capabilities. Please note that return shipping costs may be the responsibility of the customer, unless otherwise specified.

Once we receive the returned item and it is inspected to ensure it meets the return criteria, we will process the return accordingly. Depending on your preference and eligibility, we may offer a refund, store credit, or an exchange for another item.

If you have any further questions or require additional assistance regarding the return process, please don't hesitate to contact our customer support team. We're here to help make the return process as smooth as possible.

We understand that you may be eager to receive your refund, and we aim to process refunds as quickly as possible.

Once we receive the returned item and it has been inspected to ensure it meets the return criteria, our team will initiate the refund process. Refunds typically take up to 7 days to be processed.

Please note that the exact timeframe for the refund to appear in your account may vary depending on your payment method and your financial institution. Different banks and payment providers have varying processing times, which may contribute to the overall duration of the refund process.

Rest assured, we work diligently to expedite the refund process and make it as efficient as possible. We appreciate your patience during this time and assure you that we are doing everything we can to ensure a timely resolution.

If you have any concerns or questions about your refund, please don't hesitate to reach out to our customer support team. We're here to assist you and provide any updates or additional information regarding your refund status.