FAQs

Frequently Asked Questions

Paying for your online order is designed to be convenient and secure, offering a variety of payment methods to suit your preferences. Here's a breakdown of the available options:

1. PayPal:

  • How it works: PayPal allows you to link your bank account, credit card, or debit card to a secure online account. During checkout, you simply log in to your PayPal account and confirm the payment.
  • Benefits: Secure transactions, fast processing, and widely accepted internationally.

2. Credit Card:

  • How it works: You can directly enter your credit card details (card number, expiration date, CVV) during checkout. The transaction is processed securely through the website's payment gateway.
  • Accepted cards: Typically includes Visa, Mastercard, American Express, and Discover.
  • Benefits: Convenient and widely used.

3. iDEAL (Netherlands):

  • How it works: iDEAL is a popular online payment method in the Netherlands. It allows you to make direct bank transfers from your Dutch bank account.
  • Benefits: Secure and direct bank transfers, real-time payment confirmation.

4. EPS (Austria):

  • How it works: EPS (Electronic Payment Standard) is an online payment system in Austria that enables secure bank transfers.
  • Benefits: Secure and reliable bank transfers, widely used in Austria.

5. Bancontact (Belgium):

  • How it works: Bancontact is a widely used online payment method in Belgium, allowing secure payments directly from your Belgian bank account.
  • Benefits: Secure and reliable bank transfers, a popular choice in Belgium.

6. Przelewy24 (Poland):

  • How it works: Przelewy24 is a popular online payment gateway in Poland, supporting a wide range of Polish banks and payment methods.
  • Benefits: Secure and versatile payment options, catering to the Polish market.

General Payment Considerations:

  • Security: We utilise secure payment gateways to protect your financial information.
  • Currency: Be aware of any currency conversion fees that may apply if you're paying with a currency different from the retailer's.
  • Confirmation: After completing your payment, you should receive a confirmation email or on-screen notification.
  • Troubleshooting: If you encounter payment issues, double-check your payment details, contact your bank or payment provider, or reach out to the retailer's customer support.

Follow the steps below for partial day and multi-day bookings for rentals, activities and services.

1. First select a start date.

2. Select a start time (or time slot).

3. When a start date and time has been selected, click on the right arrow just button above the available time slots to add a day (or days) to your booking.

You should see your choice of dates and times highlighted in the calendar above.

4. To finish the booking, select an end time slot and click the Add Booking button.

Note: If a time date or time slot is not available, it will be greyed out (marked as not available).

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Experiencing website access issues can stem from various sources, requiring a systematic troubleshooting approach. Here's a breakdown of common causes and solutions:

1. Network Connectivity:

  • Check your internet connection: Ensure your device is connected to a stable network. Try accessing other websites to verify if the issue is isolated.
  • Restart your router and modem: This simple step often resolves temporary network glitches.
  • Wi-Fi issues: If using Wi-Fi, move closer to the router or try a wired connection.

2. Browser-Related Problems:

  • Clear browser cache and cookies: Stored data can sometimes interfere with website loading.
  • Disable browser extensions: Certain extensions might conflict with website functionality.
  • Try a different browser: If the website works in another browser, the problem likely lies with your primary browser.
  • Ensure Javascript is enabled: Many sites require Javascript to function correctly.
  • Update your browser: Outdated browsers can cause compatibility issues.

3. DNS and Network Settings:

  • Flush DNS cache: Your computer's stored DNS information might be outdated.
  • Change DNS servers: Consider using public DNS servers like Google's (8.8.8.8 and 8.8.4.4) or Cloudflare's (1.1.1.1 and 1.0.0.1).
  • Check firewall and antivirus settings: These security measures might be blocking website access.

4. Website-Specific Issues:

  • Website downtime: The website itself might be experiencing technical difficulties.
  • Regional restrictions: Some websites restrict access based on geographical location.

5. Device Issues:

  • Restart your device: A simple restart can resolve temporary software glitches.
  • Check for system updates: Outdated operating systems can cause compatibility problems.
  • Malware or adware: Run a full system scan with a reputable antivirus program.

Troubleshooting steps summary:

  • Verify internet connectivity.
  • Restart network hardware.
  • Clear browser data.
  • Test in a different browser.
  • Check firewall and anti virus.
  • Flush DNS.
  • Consider DNS changes.
  • Test on a different device.

By systematically addressing these potential causes, you can effectively diagnose and resolve website access problems.

Locked or unlocked, we do not recommend that you leave your bike outside at night. While Lagos is considered a safe place, theft can happen. Always bring the bike inside your hotel or apartment, even if you have a lock.

Receiving an incomplete order can be frustrating, but here's a structured approach to resolving the issue:

1. Verify Your Order and Delivery:

  • Check your order confirmation: Carefully review your order confirmation email or online order details to ensure you correctly noted all purchased items.
  • Inspect the package:
    • Look for any signs of tampering or damage to the packaging.
    • Double-check all packing materials to ensure smaller items aren't overlooked.
  • Compare the packing slip: If included, compare the items listed on the packing slip with the items you received.
  • Check for multiple shipments: Some orders are shipped in separate packages, so check for any notifications indicating multiple deliveries.

2. Contact Us:

  • Contact customer service immediately: The sooner you report the missing items, the quicker the issue can be resolved.
  • Provide detailed information:
    • Your order number.
    • A list of the missing items.
    • A description of the package's condition.
    • Any relevant photos.
  • Keep records of all communication: Save emails, chat logs, and notes from phone calls.

3. Explore Resolution Options:

  • Request a replacement: If you still want the missing items, you can request that we ship replacements.
  • Request a refund: If you no longer want the items, request a refund for the missing items.
  • Inquire about store credit: In some cases we may be able to offer store credit as compensation.

4. Escalate If Necessary:

  • Review our return and refund policy: Understand your rights and what our obligations are.
  • Contact your payment provider: If you think we are being uncooperative, contact your credit card company or PayPal to dispute the charge.
  • File a complaint: If you believe we are engaged in fraudulent activity, file a complaint with the appropriate consumer protection agency.

Key Considerations:

  • Time is of the essence: Report missing items as soon as possible.
  • Documentation is crucial: Keep records of all communication and evidence.
  • Know your rights: Familiarise yourself with consumer protection laws.

By following these steps, you can increase your chances of resolving the issue and receiving the items you ordered or obtaining a refund.

Your wetsuit is manufactured using the highest quality neoprene and is guaranteed against faulty materials and workmanship for a period of 12 months from the date of purchase.

Wetsuit Care

  • Always wash your wetsuit in fresh water and dry out of direct sunlight after every use.
  • Beware: Sharp surfaces may cut or damage your wetsuit.
  • Always enter your wetsuit with care and do not place unique stress on your suit or zip.
  • Never machine wash, dry or use chemicals on your wetsuit.

Warranty Excludes

  • Damage caused by misuse or abnormal wear and tear and improper storage.
  • Fading from over exposure to sunlight.
  • Use by rental, school and commercial activities.
  • Repair or alterations by purchaser or non O&E authorised repairer.
  • Product that is 2nd hand or a 2nd product.

Claim Instructions

  • Wetsuit must be returned washed, clean and dry.
  • Return the wetsuit with a copy of the original purchase receipt or invoice to the place of purchase.

Once the wetsuit is received, confirmation will be sent to you by email or SMS with the approximate return date or if there are any warranty problems. Genuine returns will be sent back via registered mail at O&E's expense.

Payment failures can occur for a variety of reasons. Here's a brief overview of common causes:

  • Insufficient Funds: The most frequent reason is that the account linked to the payment method (credit card, debit card, bank account) lacks the necessary funds to cover the transaction.
  • Incorrect Payment Details: Errors in entering card numbers, expiration dates, CVV codes, or billing addresses can lead to failed payments.
  • Expired Card: If a credit or debit card has expired, any attempt to use it will be declined.
  • Card Restrictions:
    • Some cards have limits on transaction amounts or the number of transactions allowed within a certain period.
    • Cards might be restricted for international transactions or specific types of purchases.
    • Some banks place holds on cards if they see suspicious activity.
  • Technical Issues:
    • Problems with the payment processor's system or the bank's network can disrupt transactions.
    • Internet connectivity issues on the user's end can also interfere with payment processing.
  • Security Measures:
    • Banks and payment processors employ fraud detection systems that may flag transactions deemed suspicious, leading to declines.
    • 3D secure authentication failures.
  • Bank Declined: The bank that issued the payment card can decline the transaction for many reasons, which are not always shared with the merchant.

When you pay with PayPal, PayPal can refund your return shipping costs if you need to send something back – up to 30€ per return and 8 returns each year.
Activate Refunded Returns
By activating, you accept the General Conditions of Use.
Already activated this service? Request a Refund.
Note: This service is due to expire on the 27 November 2022

Pickups

When checking-out rental equipment, we require the following:

  • Photo ID - passport, driver licence, or national identity card.
  • Cash deposit - refundable at the end of the rental period less any fees or charges.

If you're transporting the rental equipment in or on the roof of your car, there is a loading zone located directly outside our shop.

Returns

When checking-in rental equipment, we ask that:

  • The rental equipment is clean (free of excessive dirt or sand).
  • All accessories are with each rental item, e.g. each bike is complete with lock, pump, repair kit and helmet etc.

For in-store purchases, the deadline for returns is 14 days from the date the good(s) were purchased.

In order for a return to be accepted, all items must comply with the following conditions:

  • All items must be unused and in their original condition.
  • All items must have their original manufacturers tags, protection stickers, and price tags attached.
  • Please note that due to their nature, some items such underwear, earrings and such can not be returned due to sanitary regulations.
  • All items must be returned in their original packaging.
  • The packaging should be unmarked and in good condition (box of the article without adhesive tape around for example).

How To: Return an Item

The return procedure begins by coming to our store during opening hours. You must bring:

  • The original sales invoice.
  • The item(s) you wish to return.
  • Any evidence or supplementary information to accompany a damaged or defective item for return.

For defective or damaged, we may require additional information to support your case, so please contact us first before coming to the shop.

Credit Notes

When the item(s) are deemed to be in satusfactory condition, we issue a credit note.

  • The value of the credit note is the same as the price paid for the item(s).
  • Credit notes are valid for a period of 1 month from the date of issue.
  • The credit note can be used as a part payment for a higher value purchase.
  • The full value of the credit note is used when making the purchase, i.e. we do not offer any further credit, nor do we return the remaining balance.
  • The credit note can be used for online purchases. Please contact us for details.
  • We do no allow further exchanges or returns for purchases made with credit notes.