FAQs

Frequently Asked Questions

In most cases, any customs or import duties are charged once the parcel reaches its destination country.

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).

COAST has no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

What delivery methods are available?

  • We offer Standard and Express delivery services to most European countries.
  • Once you've entered your delivery address, you'll be able to see the delivery services available.*
  • Most of our delivery service are trackable. You'll receive a shipping confirmation email with a tracking link once your order has left the warehouse.

How much does it cost?

  • Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected.

Will I be charged customs?

Here at COAST Supply Co. we use a variety of carriers and we choose the most appropriate carrier depending on the weight, value, destination of your order and shipping method that was selected at the checkout. Standard orders may not always be sent via a tracked method and certain carriers may require a signature.

For Products (tangible goods)

All orders are subject to product availability. If an item in your order is unavailable, we will ship you the part of your order that is available. When that item becomes available, we will ship you the rest of your order. Shipping costs for your order are non-refundable and are based on the weight of the items you order and your location. The date of delivery for your order may vary due to carrier shipping practices, delivery location, method of delivery and the quantity of items ordered, and in addition your order may be delivered in separate shipments. Additional shipping charges may apply depending on your location and the size of your order. You are responsible for all taxes applicable to the delivery of your order, including sales tax, value added tax, custom duties and excise duties. If there is any damage to the external packaging, either refuse to accept the package or document the visible damages to the packaging on the delivery receipt (provided by the shipping company). If there is any damage to the items that you ordered on delivery, you must contact us within 5 days from receipt of your order. We do not accept any responsibility for failed delivery attempts.

For Services (rentals, activities, repairs)

Upon receipt of your order, the services will be performed to you in accordance with the terms applicable to the services that you purchased. The nature of the services you purchased and the date of your purchase may impact the timing of performance of the services. The services will be deemed to be successfully delivered to you upon performance of the services.

Delivery Times

Please allow 24/48 hours after the order has been placed for the parcel to be registered with the shipping company's network before attempting to track your order. For Standard Shipping deliveries, please allow more time (2 to 3 days) for the tracking info to be updated on the tracking page.

The estimated delivery date is only a reference, as it is determined to product availability, the delivery service chosen, as well as payment. The estimated delivery date doesn´t take into account weekends and local public holidays.

From 1 January 2021, in a post-Brexit scenario, the United Kingdom is considered to be a non-EU country and, therefore, shipments of goods to this destination will be subject to customs clearance and potentially subject to taxes and duties.

Summary

What are the main rules for calculating fees and taxes in the United Kingdom for goods coming from the European Union countries in the post-Brexit period?

The main changes compared to the current situation of free movement of goods in the European Union for the post-Brexit scenario are as follows:

  • All goods originating from a commercial transaction may be subject to payment of VAT and customs duties in the United Kingdom.
  • For goods up to £ 135 (approx. 150 €), it will be the exporter in Portugal (or the platform / marketplace) who will declare and pay VAT directly in the United Kingdom.
  • For goods over £ 135, the recipient in the United Kingdom will pay VAT and other customs duties assessed by British customs.
  • The most common VAT rate in the United Kingdom (applicable to most consumer goods) is 20%.
  • In the case of gifts (only applicable in the case of shipments between individuals) the limit up to £ 39 (approx. 45 €) in which no taxes or customs duties will be applied.

Tax and Duty

You’ll be contacted by Royal Mail, Parcelforce or the courier company if you need to pay any VAT, duty or delivery charges (‘handling fees’) to receive your goods.

They’ll send you a bill stating exactly what fees you need to pay.

They’ll normally hold your parcel for about 3 weeks. And if you have not paid the bill by then, your parcel will be returned to the sender.

You will not have to pay anything to the delivery company to receive goods worth less than £135 unless they’re gifts over £39 or excise goods (for example, alcohol and tobacco).

VAT

You pay VAT when you buy the goods or to the delivery company before you receive them. If you have to pay VAT to the delivery company, it’s charged on the total package value, including:

  • The value of the goods
  • Postage, packaging and insurance
  • Any duty you owe

VAT is charged at the VAT rate that applies to your goods. 

Goods worth £135 or less in total 

If you bought the goods yourself and they are not excise goods, the seller will have included VAT in the total you paid.

You will need to pay VAT to the delivery company if the goods are:

  • Gifts sent to you by someone else and worth more than £39
  • Excise goods

Goods worth more than £135 in total

You will have to pay VAT to the delivery company either before the goods are delivered or when you collect them.

Customs Duty

You’ll be charged Customs Duty on all goods sent from outside the UK (or the UK and the EU if you’re in Northern Ireland) if they’re either:

  • Excise goods
  • Worth more than £135

If you’re charged Customs Duty, you’ll need to pay it on both:

  • The price paid for the goods
  • Postage, packaging and insurance
Type and value of goods Customs Duty
Non-excise goods worth £135 or less No charge
Gifts above £135 and up to £630 2.5%, but rates are lower for some goods
Gifts above £630 and other goods above £135 The rate depends on the type of goods and where they came from

You pay Customs Duty on excise goods of any value.

If you’re charged too much or return your goods

Ask for a refund of VAT or Customs Duty if you:

  • Return your goods
  • Think you’ve been charged too much

Download and fill in:

  • Form BOR 286 if Royal Mail or Parcelforce delivered the goods
  • Form C285 if a courier or freight company delivered the goods

The size of a Stand Up Paddle Board (SUP) you need depends on various factors, including your weight, skill level, the type of paddling you plan to do, and the conditions in which you'll be paddling. Here are some general guidelines to help you choose the right size SUP:

  1. Weight: Your weight is a crucial factor. The more weight a board needs to support, the larger it should be. Most SUPs have a weight capacity rating, and you want to choose a board that comfortably accommodates your weight. As a general rule, for every 25 pounds (11kg) of weight, you should add one inch (2.5 cm) to the board's width.
  2. Height: Your height is also a consideration when selecting a board. Taller people may need longer boards to accommodate their height and provide adequate stability.
  3. Skill Level: Beginners may find larger and wider boards more stable. If you're new to paddleboarding, a wider board can provide better stability. As you gain experience, you might opt for a narrower board that allows for greater maneuverability.
  4. Type of Paddling:
    • All-Around: If you're planning to do a bit of everything (flatwater paddling, small waves, yoga), an all-around board is a good choice. These boards typically have a rounded nose and are versatile for various conditions.
    • Touring: For longer distances and exploring, a touring board might be more suitable. These boards are designed for better tracking and efficiency in straight lines.
    • Surfing: If you're interested in catching waves, a shorter and more maneuverable board designed for surfing is preferable.
  5. Conditions:
    • Flatwater: For calm lakes and rivers, a longer, wider board provides stability.
    • Waves: If you're going to be in surf, a shorter, more maneuverable board is better.
  6. Volume: This is a more technical aspect. The volume of the board contributes to its buoyancy. Generally, a higher volume is suitable for beginners.

As a general guideline, if you are a beginner paddler, you may want to consider a board that is at least 10 feet long (3 meters) and 32 inches (81 cm) wide. If you are an intermediate to advanced paddler, you may want to consider a board that is between 9 (270 cm) and 12 feet (360 cm) long and 28 (71 cm) to 32 (81 cm) inches wide. It's highly recommended to try out a few boards if possible before purchasing. Many rental shops allow you to try different boards to get a feel for what suits you best. Also, consider seeking advice from experienced paddlers or professionals at a paddleboard shop who can provide personalized recommendations based on your specific needs and preferences.

Items damaged due to misuse, wear and tear, unauthorized product modifications and repairs are not accepted or considered as defects. After using Surfears earplugs, they must be sanitized and rinsed with fresh water after every use.

However, within 6 months of purchase, if necessary, we Surfears (Portugal) will replace the following parts free of charge:

  • Right/left ear mesh core
  • Right/left inner rubber S/M/L
  • Adjustable Surfer Leash
  • Right/left cap holder

After 6 months, Surfears (Portugal) can replace the parts, with the following prices (including VAT):

  • Right ear mesh core – €10
  • Left mesh core – €10
  • Right inner rubber S/M/L – €8
  • Left inner rubber S/M/L – €8
  • Adjustable Surfears Leash – €8
  • Right tampon holder S/L – 8€
  • Left tampon holder S/L – €8

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.

If you select In‑Store Pick Up, your order will be held at our Lagos shop for 14 days from the date you receive your order completion notification. Please collect your items within this period. Orders not collected within 14 days are considered abandoned and will not be refunded, as the products are reserved exclusively for you during that time.

Firstly, we provide a repair kit and pump with every bike, so you have the means of making repairs to the tyres when you're out on a ride. IF you're not familiar with changing tubes/tyres, feel free to call us any time. There is also a useful article in our blog. See Top Tips for Using Our Rental Bikes.

1. Check the Delivery Date

You can find your estimated delivery date in your Order Confirmation email – please allow until this date for your order to reach you. 

2. Track your Order

You'll be able to track the progress of your delivery if it's been sent with a trackable service. To check this, all you need to do is log into ‘My Account' and select the order you're looking to track.

If there's a 'Track Order' button, simply click the link and you'll be able to follow your parcel. If the status shows ‘shipped', your order has been sent with your local postal service and isn't trackable.

Your tracking link will be able to provide up to date information on the status of your delivery.

Prepared

Your item(s) have been packed and documented and are ready to be shipped.

Shipping soon

Your package has been accepted by the delivery company and will soon be sent to the carrier.

In transit

Your package is with the carrier and officially on its way to you.

Out for delivery

Be sure to be physically present at the given shipping address when the package is marked as "Out for Delivery".

Available for pickup

If you selected "Standard Delivery" as the shipping method and you are not physically present when the shipping company attempts to deliver your package, they will leave a note in your mailbox requesting that you collect the package from their local office

Exception

If you fail to collect the package within the shipping company's specified collection period, the package will be returned to us. Note: We do not accept any responsibility for failed delivery attempts.

3. Contact Us

If your estimated delivery date has passed and you haven't received your order, please get in touch with our Customer Care Team who can help you further. Note: We won't be able to provide you with additional information until this date has passed.