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FAQ's

Here are some questions we are frequently asked by customers, that may help you before you get in touch. 

Can't find the answer to your question? Please contact us...


Deliveries:

Why do deliveries need to be signed for?
Our preferred delivery method is via Hermes for standard deliveries or UK Mail for next day deliveries. They offer delivery tracking facilities enabling you find out when your order has been dispatched and when it is due to arrive. To ensure your order is delivered to you securely and accurately, a signature is required at the point of delivery. 

How much does it cost to deliver?
Please take a look at our delivery page for full details - View delivery tariff
Quotations for deliveries of oversize, overweight or hazardous products, and/ or, deliveries to Europe and ROW are available upon request. Simply email us at [email protected] with what you wish to order along with your delivery address for a quote.

When will my products be delivered?
We endeavour to dispatch all products that are in stock within 24 hours. The time frame for delivery will depend on the speed of the delivery option you have selected. If your item is not in stock, we will endeavour to order it in as quickly as possible. 

Where do you deliver to?
We deliver worldwide. For delivery cost quotations, please email us [email protected]

How can I track my order?
Most of our orders (including all “express delivery” orders) go out with Hermes. Details of how to track orders via Hermes or UK Mail are provided on the email from the courier once your order has been dispatched.

Does my product qualify for free shipping?
Yes, if you have spent over £100 in a single transaction, the delivery is to UK mainland and the product is NOT electronic, over 30KG or hazardous. Please see our Delivery Page for more information. 

For Delivery, what area is classed as UK mainland?
The UK Mainland is classed as England, Wales and Scotland, excluding the Outer Hebrides and the Northern Highlands.

Why are delivery charges higher for hazardous rated products?
Hazardous rated products, such as flares and antifoul paint, require secure handling and delivery. Couriers able to transport these products have to follow certain legal requirements, regulations and procedures. These additional steps are reflected in their delivery charges.


Payment / Pricing:

Why do we take payment at time of order?
In line with many leading online retailers we take payment at time of order to secure our products against your order and we endeavour to dispatch that order within twenty four hours if in stock.

Is VAT included?
By law, VAT at 20% is included on all prices and quotes, with the exception of 0% VAT items, such as books and charts.

What payments do you accept?
We accept all major debit cards and visa and mastercard credit cards. Unfortunately, we do not accept American Express. On larger orders we accept and may require payment by BACS (direct electronic transfer to our bank account).

Are debit/credit card transactions safe on your website?
We encrypt your debit/credit card information to ensure your transactions with us are private and protected as they travel between your Web browser and our website. The communication of your private information is encrypted and secured using Secure Socket Layer (SSL) technology. This means information passed between your computer and our website cannot be read in the event someone else intercepts it.

Is your site secure?
Mailspeed Marine online purchases take place in a safe environment using the latest security technology to protect our customers. We are constantly researching and improving our software to make sure we offer the highest possible security at all times.


Returns:

What’s your return policy?
In line with EU law, our returns policy is 14 working days from the date of delivery. All orders must be returned in this timeframe in order to receive an exchange or refund. A credit note may be offered outside of the 14 days.

Find out more about returns here


General Ordering:

Is this product right for my needs?
Alongside the advice and information offered on our website and in our catalogue, we have a team of sales agents who can talk you through any product queries, specific requirements or provide you with a quotation for a variety of products. 

I have noticed a mistake can I change my order?
If for any reason you wish to amend or change your order prior to dispatch you can contact our Customer Services team on [email protected]

I want to add an item/ make a change to an order I just placed online?
If for any reason you wish to amend or change your order prior to dispatch you can contact our Customer Services team on [email protected]

How long do quotations last for?
Quotations are valid for 21 days from date sent for all quotations excluding Electronic products. Electronic product quotes are valid for 7 days from the date quotation is sent. 

Can I order products not listed on your website or catalogue?
Unfortunately we are unable to outsource products - all the products we sell are listed on our main site or in our clearance outlet.

Why are Fenders sent uninflated?
Fenders are sent uninflated to minimise postage costs for you the customer. Fenders can be inflated using our fender hand pump, which can be found here. Or a fender can be inflated by using various other pumps utilising our inflation kit, which can be found here.

Why is there a shelf life on flares, liferafts, etc...?
Expiry dates are provided on devices such as flares and life rafts which have a pyrotechnic charge. Although there is currently no legal requirements prohibiting the use of expired devices, both manufacturers and the Marine Coastguard Agency recommend that devices are in date so to guarantee the use in an emergency situation. We support manufacturers and the MCA views in ensuring all safety devices are in date or have followed the products specific service schedule to ensure the safety of our customers. Further information can be found on the MCA’s website here.


About Mailspeed Marine:

Who are Mailspeed Marine? 
Established in 1981, we have grown to be the UK's largest mail order chandler, providing marine supplies to mail order customers in the UK and all over the world! With an extensive range of chandlery, marine electronics, inflatable boats, outboard engines and other sailing equipment. Since 2007, we have been part of the Friday Ad Group, a group of market leading classified advertising companies which reach 8million online visitors per month. The group includes marine publications such as Boat Trader and Boats & Yachts Magazine and a number of marine and boating websites, which include www.boatsandoutboards.co.uk, www.boatshop24.co.uk, www.boatshop24.com and www.practicalboating.com.

How do I contact you?
Drop us an email or give us a call, all the details can be found on our contact us page

What brands do you stock?
We stock/direct supply Musto, Gill, Henri Lloyd, Dubarry, Orca Bay, Chatham, Plastimo, Crewsaver, Honda, Suzuki, Flag paints, International Paints, Kru, Ocean Safety, Whale, Jasbsco and many other marine leading brands. 
If you are looking for a range of products from a specific brand, try using our brand filter in the search box at the top of the homepage for a current list of the leading brands we stock.

What does Clearance mean?
Products in our clearance section are those new products that have been discontinued by our suppliers and are being offered at the best prices. These products new but may have been superseded by a new model.

Are there any chandlery special offers on at the moment?
Any special offers on sailing clothing, marine electronics, life jackets, inflatable dinghies, outboards and other chandlery equipment can be found in our clearance outlet at fantastic reduced prices.



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