Help & FAQ

Check out our about us page to find out who we are, what we do and how we can help you make the right purchase. If you have any further questions, don't hesitate to contact us!

Yes. If you have any questions about size, colour, suitability, price or anything else concerning one of the products we sell, please contact our customer service team and we'll get back to you as soon as possible. We're here to help you find the best products to suit your individual needs.

Sorry, we don't currently accept telephone orders.

We receive excellent feedback from our customers. If your order was placed on Amazon, please consider leaving feedback via Amazon. The majority of online shoppers read impartial customer reviews before making a purchase decision so your feedback will help other customers.

We work hard to choose good quality products and offer great service to all our customers and we appreciate your comments.

We aim to dispatch all orders on the same day if the order is received before 16:00 on a normal business day. If the order is received after 16:00 it will be dispatched on the next business day. Orders received on a Saturday, Sunday or Bank Holiday will be dispatched on the next business day.

If your UK order is over £99 and is placed before 16:00 on a normal business day then it will be delivered free on the next business day.

If your UK order is under £99 you can still receive your products on the next business day (if ordered before 16:00 on a normal business day) for a small charge.

Free delivery for UK orders takes between 2-3 days (mon-sat) business days to arrive, although in general the majority of our customers are pleasantly surprised to receive their orders very quickly (within 2 to 3 days).

• Delivery Issues: If you experience any issue with your delivery, please contact us within 2 weeks of your dispatch date, so we can help resolve it quickly. Our delivery partners require us to raise any loss or damage investigations within specific timeframes. Prompt notification ensures we can take action on your behalf. Your statutory rights are not affected.
• Delays: While we aim to meet the estimated delivery timeframes, delays may occasionally occur due to circumstances beyond our control, including adverse weather, transport disruptions, industrial action, or customs procedures. We will make reasonable efforts to minimise disruption and keep customers informed where possible.
• Customs Duties & Refused Shipments: If the recipient refuses to pay any applicable customs duties, import taxes or clearance fees, the shipment may be returned to us. In such cases, any costs incurred for return shipping, customs processing, storage, or carrier handling fees will be deducted from the refund. Original outbound shipping costs are non-refundable. If return charges exceed the value of the goods, we reserve the right to withhold the refund.
• Incorrect Address & Uncollected Parcels: Please ensure your delivery address is entered correctly at checkout. If an order is returned to us due to:
  • An incorrect or incomplete delivery address provided by the customer
  • Failure to collect the parcel from a designated parcel shop or delivery point within the required timeframe
  we reserve the right to deduct the original shipping costs and any return shipping or handling fees incurred from the refund amount. Original shipping costs are non-refundable in such circumstances.
• Failed Delivery Attempts: If delivery attempts are unsuccessful, the courier may attempt redelivery or hold the parcel at a local collection point. It is the customer's responsibility to follow the courier's instructions to ensure successful delivery. Failure to respond to delivery notifications may result in the parcel being returned to us.

Yes.

An express delivery option is available for orders placed before 16:00 and is free of charge for UK orders over £99. If your order is less than that, you can view full details of our delivery options and costs.

Alternatively, you can place your order for collection and pick it up for free from our showroom in Shoeburyness Monday - Friday between 9am and 5pm or on Saturday between 9am - 1pm. Your order is ready for collection only when you have received an email to say it has been packed and is ready for collection.

Monday - Friday: 09:00 - 17:00
Saturday: Closed
Sunday: Closed

We currently only offer delivery within the UK, but we aim to offer shipping to Europe and beyond very soon. Sign up to receive updates and be the first to know when we launch international delivery.

Yes. We are offering a 'Click & Collect' service for local customers, and most orders are ready to collect within 1-2 hours (Mon-Sat).

Please do not attempt to collect your order until you have received an email notification to do so. When you arrive, please ring the bell at the front door and a member of staff will assist you. You will be required to provide a valid form of identification to collect your items.

DEKKED
The Gunnery Drill Shed
Chapel Road
Shoeburyness
Essex SS3 9SL
United Kingdom.

Collection hours:
Monday - Friday: 9am - 5pm
Saturday: 9am - 1pm

Orders not collected within 10 working days of purchase will be refunded and returned to stock.

• Major credit / debit cards
• PayPal
• Bank Transfer*

*Orders paid via bank transfer will not be dispatched until payment has cleared. This usually takes approx. 3-5 days but can take longer, depending on your bank.

Yes. All payments are 100% secure and we never hold any credit / debit card details. Card payments are processed by the global secure payment provider EcommPay. If you would like further details, please contact us.

Amazon and PayPal payments are processed securely by Amazon and PayPal respectively.

Customers outside of the E.U. and United States are responsible for local import duties/taxes that may be applied. We have no control over these charges and cannot predict what they may be. If unsure, please contact your local customs office for information. International customers should be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

Refusal to pay local import and custom charges could result in your order being returned to DEKKED or destroyed. If your order is destroyed or not returned to us for a similar reason, we may not be able to provide a refund. Under these circumstances, original postage costs may not be refundable. We can only refund the value of products returned in accordance with our returns policy, minus any costs incurred by DEKKED in order to reobtain them.

VAT Exemptions

• Orders to British Forces (BFPO) posts.
• Orders to some countries outside the E.U.

Orders shipped to countries within the E.U. are subject to domestic tax rates.

To view prices including tax where applicable, login or create an account and set your primary delivery address accordingly.

No. You don't need an account with us if you're paying with a PayPal or Amazon Checkout account as they hold your details.

If you wish to pay by credit or debit card, you can use our Guest Checkout option, in order to provide your name and address, for us to process and dispatch your order.

Yes. Any personal information you send us is sent over a secure connection. More details about how we protect your information are available in our privacy policy.

Please login then click on the following

1. My Account
2. My Details
3. Change my password

If you have forgotten your password, please fill out the forgotten password form. You will receive an email with details how to reset your password.

You can add and remove addresses from your address book via the my account page.

Items can be returned within 30 days, subject to the terms specified in our returns policy.

We have a hassle-free returns policy. For full details please check our returns page.

If you are outside the EU, please ensure your items are marked as OTHER/RETURN/REPLACEMENT (value 0.00) on any customs/import labels before returning them to us.

If a replacement is urgent, it would be quickest to place a new order online first, then return the existing item marked for a refund.

DEKKED offer a 12-month warranty against manufacturing defects. If you have experienced a problem due to a manufacturing fault within this period, we are happy to act on your behalf and contact the brand to initiate a claim. To do this, please complete our Warranty Claim Form.

All warranty claims must be handled in the country the item was originally shipped to. In the event an item needs to be returned to the original country to process a warranty claim, the customer will be responsible for any extra shipping charges incurred.

If you have purchased a product with an extended warranty, the extension is offered by the brand and not DEKKED. If you experience a problem with a product outside of the 12-month warranty offered by DEKKED, you will need to contact the brand to initiate a claim.

Our warranty policy does not apply to items that have been purchased for use in commercial, rental, teaching or instructional program or activities.

Any personal information you provide is used to process your order and we do not share it with anyone. For full details of how we use personal and non-personal information you provide, please check our privacy policy.

Yes. This website uses cookies to enhance your shopping experience, as well as to collect data in order to assist our technical team to identify and fix potential problems with the website quickly and efficiently. For more information regarding our use of cookies, please check our cookie and privacy policies.

We check our prices every day to ensure they're the most competitive in the market. However, if you find another online UK retailer offering the same product at a cheaper price, contact us before placing your order and we'll match the price providing the following terms and conditions are met.

Price match terms

• We can only match online UK retailers.
• We can't match marketplaces such as Amazon or eBay.
• Products must be identical (brand, model, size and colour) and not used.
• Products must be in stock and available for immediate delivery.
• We must be able to verify the competitor price and stock availability.
• We can't match delivery or return charges.
• We can't match a price if the product is already part of a promotional offer.
• We can't price match for the following brands: GUL, Dryrobe and Red Paddle.
• We reserve the right to decline a price match for any reason.

"Gift with purchase" promotions are available only while stocks last. If you return an order where you have benefited from a gift with purchase promotion, you must also return the free gift. If not returned, we will deduct the retail value from your refund.