Frequently asked questions

Webshop

  • Why does not my discount code work?

    If your discount code does not work, it may be due to several reasons:

    • The expiration date has passed
    • Your discount code only applies to standard prices
    • Your discount code has already been used
  • How old do I need to be in order to make a purchase? 

    You must be 18+ years of age tomake a purchase on our website.

  • When do I get my shipping confirmation?

    When your order has been shipped from our warehouse, you will receive a shipping confirmation sent to your email address.

  • Where is my order confirmation?

    Once your order has been placed you will receive an order confirmation to your email address. If you can’t find it there, we recommend you to check your junk mail.

  • Can I remove items from my order?

    As long as your order has not been processed by our warehouse, we will be able to help you remove items from your order.

  • Can I add items to my order?

    Unfortunately, we cannot add items to your order once it has been placed. Instead, we recommend you to place a new order.

  • What kind of fees are there?

    All orders below £35 the standard delivery fee is £9.9. If you want to make a return an amount of £12 will be charged. This amount could also be charged in case of a non-approved complaint.

  • Am I able to change my payment option after placing my order?

    Unfortunately, we will not be able to change your chosen payment option when the order has been placed. However, if we have the possibility to cancel your order you will be able to place a new order with the correct payment method.

  • I did not get my whole order?

    In order for you to receive your items as quickly as possible, your order may be split in two. This will only apply if an item is not in stock at the time of ordering. If this occurs, we will contact you before the order(s) has been shipped.

  • How long is your delivery time?

    Our standard delivery time is 2-4 working days after the package has been shipped from our warehouse.

  • I want to make a complaint, how?

    If you want to make a complaint, please contact our customer service with your order number, the cause of the problem and a picture of the defective item.

  • When will I receive my refund?

    Once your returned order is registered and approved, it will usually take 3-5 business days until the money is back on your account.

  • Have you received my return?

    Once we have received your return, you will get a notice by email from us.

  • Who is responsible for the refund cost?

    A return fee of £12 will be charged by the customer when making a refund.

  • How long is the return period?

    You will always have 30 days to return your item(s) from the day you received the order. Please note that all items must be returned in original condition. If we receive the item/items in worse condition, Bluewater have the right to do a depreciation.

  • I want to make a return, please help me.

    If you want to please contact our support at returns@bluewatergroup.com in order for us to provide you a return label. Once we have received your return, a confirmation email will be sent to you. A return fee of £12 will be deducted from your refund.