While we always encourage you to get in touch if you need tailored advice, we’ve put together the answers to our most frequently asked questions below to help you find what you need quickly.
Simply click on a question to reveal the answer. If you still need help, our team is always happy to assist.
Ordering & Payment
How can I place an order?
Placing an order with The SUP Company is simple. Add your chosen products to the basket, proceed to checkout and follow the on-screen instructions.
If you experience any issues with payment or delivery, please contact us:
Tel: 02380 172189
Email: help@thesupco.com
Can I place an order over the phone?
For payment security reasons, we recommend placing all orders via our online checkout.
However, if this isn’t possible, our team can assist you over the phone. Please call 02380 172189.
Are payments secure and what payment options are available?
All payments are 100% secure. We never store credit or debit card details.
Card payments are processed securely by Ingenico, and PayPal payments are handled directly by PayPal.
Available payment options include:
- All major credit and debit cards
- PayPal
- V12 Finance
- Bank Transfer (by arrangement)
Can I pay by bank transfer?
Yes. If you wish to pay via bank transfer, please contact us first for the relevant account details (GBP or EUR).
Once payment has cleared, we will begin processing your order.
Do I need an account to place an order?
No. If you check out using PayPal, you can complete your purchase without creating an account.
We do recommend creating an account, as it allows you to track orders, manage addresses and speed up future purchases.
I’ve forgotten my password – what should I do?
Please contact our team by phone or email with the email address linked to your account. We can issue a temporary password so you can regain access and set a new one.
Discounts & Gift Vouchers
Do you offer discounts?
Discounts vary depending on the product and time of year. We regularly run seasonal and product-specific promotions.
Newsletter subscribers receive £5 off their first order over £50. You can sign up via the newsletter box in the website footer.
I received a gift voucher – how do I use it?
Gift vouchers are linked to the recipient’s email address.
If you already have an account, your voucher will appear there automatically. If not, create an account using the email address the voucher was purchased for.
At checkout, enter the voucher code in the “Got a Discount?” box.
Delivery & Shipping
No couriers available for my country – what should I do?
Some destinations require custom shipping quotes due to size or location.
Please email help@thesupco.com with the subject line:
Shipping + [Your Country]
Include the items you wish to order and your delivery address. We’ll respond with a quote within 24 hours.
Do you deliver to Scotland?
Yes. Most areas fall under our Standard UK Mainland delivery.
Remote areas, including the Highlands and Islands, may incur additional charges. Please email us for a quote if unsure.
Do you deliver to Northern Ireland?
Yes. Many items over £100 qualify for free delivery, though high-volume items such as composite boards and fixed-length paddles may incur additional charges.
Do you deliver to Europe?
We deliver to most of mainland Europe year-round, with free delivery on many items over £200.
High-volume items may attract additional charges. Please see our delivery page or contact us for a quote.
Do you ship outside of Europe?
Yes, worldwide shipping is possible but costs and times vary depending on destination and item size.
We recommend contacting us before ordering so we can provide an accurate quote.
Which couriers do you use?
UK & EU deliveries are primarily handled by DPD and Royal Mail. Composite boards are shipped via specialist freight services.
International shipments may use DHL, FedEx, TNT or DSV depending on availability.
Do you deliver at weekends?
Saturday delivery is available in the UK via DPD for an additional charge, shown at checkout.
Returns & Warranty
Can I return an item?
Yes. Items can be returned within 30 days of purchase under our standard returns policy.
Customised items, including cut-and-glue paddles, are excluded.
How do I return an item?
Returns should be sent to:
The SUP Company – Returns Dept
Woodmill Lane
Southampton
SO18 2JR
Please include your returns slip or a note with your order number and reason for return.
The product is faulty – can I make a warranty claim?
Most brands offer warranties ranging from 1–5 years for manufacturing defects.
Email clear photos of the fault and serial number to warranty@thesupco.com, and we’ll handle the claim on your behalf.
Still Need Help?
If you can’t find what you’re looking for, please don’t hesitate to contact us via phone, email or live chat.
Email: help@thesupco.com