All purchases made on our website are secure. This security is made possible by SSL technology (Secure Sockets Layer Protocol), which encrypts the communications produced between the client's software and our server, so that they cannot be intercepted, safeguarding the integrity and security of customer data (including any financial information such as credit and debit card details).
You can pay through PayPal, Multibanco reference or bank wire. Keep in mind that, if you choose the latter, the order processing may take longer - for security reasons, the order is prepared and sent after the payment has been processed in our bank account.
We will keep bank wire transfer orders active for seven business days. After that period, if the payment is not confirmed, the order will be automatically canceled.
How much is delivery?
The costs of shipping depend on the products ordered, the area of destination and the selected transportation mode. After entering our website, make sure you choose the correct country and zone.
To check shipping costs, you must go to your cart. Shipping costs are calculated automatically. This way you can confirm the order value before finishing it.
There are no customs duties within the European Union (EU). Outside the EU, depending on your country of residence, customs duties may apply. Ocean Pirates accepts no responsibility for these. The customs duties shall be in charge of the customer. Please check with your customs office before ordering if you are unsure as to whether this applies to your country.
Can I change or cancel my order?
Yes. You have the ability to change the details of your order, or cancel it, if it has not yet been sent. For that, please contact our customer service and indicate your order number. Your order can not be changed from the moment it is dispatched.
Can I add an item to an order that has not yet been sent?
Yes. To add an item to an order that has not been sent yet, you will have to send us the reference number of the product you want to buy. The dispatched orders can not be modified.
How long does delivery take?
Orders placed with payment processed before 4pm (GMT) Monday - Friday (exc. Bank holidays) are dispatched the same day. Orders placed at any other time are dispatched the next business day.
The estimated delivery time depends on the destination area and the chosen carrier. It starts counting from the day of dispatch and it will be displayed during checkout, before finalizing your order.
If your order has not yet arrived at the destination within the deadlines, we suggest that you check the tracking number you have been assigned. You can check on the website of the carrier the delivery status of your order.
We endeavour to deliver orders within stated timeframes; however, occasionally there may be unexpected delays during transit that are beyond our control, but we will always try to resolve for you.
Please note that, outside the European Union, customs procedures may delay the delivery of your order. For more information on customs procedures in your country, please check with your customs office before finalizing your order.
Delivery may take longer in certain locations, special dates and festive seasons.
During this stage of the COVID-19 pandemic, our warehouse is following the strict social distancing government advice to ensure we can continue to offer our online services and ensure the safety of our staff and customers.
Until further notice, to minimize social contacts, registered mail (all dispatches with the designation "small packages" on our website) are sent out once a week, on Thursdays.
Thus, "small packages" orders completed (with accepted payment) between Thursday and Wednesday are shipped the following Thursday. The estimated delivery time, shown during checkout, starts counting from the day of the dispatch.
All other shipping options work without restrictions.
We would like to thank all our customers for your continued support and understanding during this period of uncertainty.
Please carefully double check the shipping address before submitting your order. If the provided address is wrong or incomplete, all transportation costs (first shipment and possible reshipment) are borne by the customer.
The request for change of address after the order is shipped has associated costs.
Can I track my order online?
Yes. Once your order is dispatched, we will send you an email with a link to the shipping company website, where you will be able to track the status of your order.
What if there is no one at home to receive the order?
Transport companies try to make a delivery 2 times. The second delivery attempt must be scheduled. For this, the customer must contact our customer service (see contacts) or the transport company, within a maximum period of 3 business days after the first delivery attempt. After that, and if your order is not delivered, it will be returned to our warehouse. In this case, the transportation costs are borne by the customer.
Alternatively, the courier may leave a missed delivery notice in the mailbox at the indicated address, to collect the order at the local post office.
Please keep an eye on the tracking page of your order, where you can find all the information and the status of your dispatch.
What should I do if I am not satisfied with my purchase?
If you want to proceed to the return of items, you must contact our Customer Service within 30 days of its receipt.
The return of items obeys to the following conditions:
- The items must be in perfect condition (in terms of sale), sealed, undamaged, with no signs of use, properly packaged with original packaging, accompanied by the corresponding sales document, guarantee certificates and / or warranty card and other documentation and accessories (original product label, tags, user’s guide, CD, cables, …).
- Returns of products that are not in the conditions mentioned above will not be accepted. In that case, the product(s) will be sent back to the client.
- We do not accept returned products if you choose payment on delivery.
If you want to return products, please contact our Customer Service, which will provide you with the return information, and send us the product in the conditions mentioned above to our address.
If you opt for the refund, please note that:
- The refund is made by the same means of payment.
- Shipping charges to our address are paid by the customer.
- The refund will only be processed after a technical check of the product status and verifying compliance with the above conditions.
We do not accept claims for the following defects:
- Damages due to improper or heavy use.
- Sweat stains.
- Color change due to washing.
- Damages due to external factors, such as friction, sharp objects or chemicals.
- Articles that cause physical discomfort like bubbles.
What is the deadline for returning purchased items?
The deadline for returning goods is 30 days after the invoice date, and you may do so provided that the article is found in the same condition it was sold in original packaging and accompanied by the respective invoice (original and duplicate).
How long does it take for me to receive my refund?
When items return to the warehouse, your refund will be processed. Please allow up to 10 days until the refund is available in your account.
What should I do if I receive a damaged package or product?
Immediately after receipt, you should check the condition of the packaging. If it has serious external damage, you should refuse the package without opening it, or open the package in the presence of the messenger, to confirm the integrity of the item(s). If there is any damage resulting from transportation, you must indicate on the proof of delivery.
If the package is damaged, you should check its contents upon delivery and, if any of them is damaged, present a complaint to the carrier immediately and contact our Customer Service within seven days.
You should also contact our Customer Service within seven days if you receive a package in good condition yet the items are damaged.
Our Customer Service will schedule the collection in the original order address and proceed with the product replacement or refund.
What should I do if the items present technical problems?
If your articles present technical problems, please contact our Customer Service to schedule the collection in the original order address
If the invoice is less than 30 days, and if you have a defective product or breakdown, you should report it to our Customer Service, providing the order number and the description of the malfunction. The collection costs shall be settled by Ocean Pirates.
The item(s) will be submitted to a technical verification.
If any technical deficiency is detected, we will send a new article to your address without any additional cost.
If the item malfunction is caused by misuse (fall, humidity,…), you will be asked to decide whether you want to receive the article in its current state or send the article to the technical assistance of the brand, which is subject to a repair budget.
If the invoice is more than 30 days and the item with the manufacturing defect is under the warranty, it will be sent to its brand’s technical support, under the warranty.
All equipment is covered by the manufacturer's 2 years warranty, provided by the respective brands. The warranty does not cover misuse of the item, stains, scratches, tears and other defects caused by improper use (excess weight, rain, sharp materials, marks of shock, falls, oxidation, incorrect use, humidity, etc.), alterations of color or tissue due to washing or sun exposure.
Ocean Pirates also provides technical assistance outside the warranty period, so you can contact our Customer Service, which will inform you about the process of sending defective or damaged items to repair. Articles are reviewed by After Sales Service, which will issue a technical opinion and its repair budget, if applicable. We only start repairs after acceptance of the budget by the customer.