• Contact Us
• Delivery Information
• Returns & Exchanges
• Track your order
• Offer terms
• Sizing
• FAQs

FAQs

Delivery
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What are your delivery options and charges?
Below is a summary of delivery options and charges.

• All goods must be signed for and will not be left without a signature, unless you request a standard delivery, where no signature will be required.
• Please note that products may be sent out from multiple locations and therefore may arrive separately, but you won't incur additional delivery charges as a result.
• We cannot guarantee delivery within our usual timescales to a small number of remote rural areas. Please contact us if you are unsure
• On rare occasions, some items may be delivered outside the published timed windows.
• For customised products please allow up to four weeks for the product to be made and delivered to you.

Delivery options:

Delivery option	Price	Timing
Standard delivery	£4.95	Within 5 days Delivery to UK mainland addresses: Monday to Friday 9am-5pm, excluding public holidays.
Next working day delivery	£6.95	Next working day delivery to UK mainland addresses. Monday to Friday, excluding public holidays. Orders must be placed before 12.30pm.
Saturday delivery	£8.00	Saturday delivery to UK Mainland addresses. Orders must be placed by 12.30pm on the Friday.
Ireland, Channel Islands, IOM, Europe	£18.00	Within 2 weeks
Rest of the World   £22.50	£22.50	Within 4 - 6 weeks depending on the country

Do you deliver or send products outside the United Kingdom?
Quba & Co deliver to Ireland, Channel Islands, Isle of Man, Europe and the rest of the world. See above for delivery times and charges.

Are there any places where delivery might take longer?
There are a small number of UK postcodes and countries, where we cannot guarantee delivery within our usual timescales.  

What if I'm not in when you deliver?
Deliveries will usually be made Monday to Friday between 7am and 9pm. If you or the intended recipient is not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.

 

Shopping with Us
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How do I know what size to choose?
Our sizing guide gives general advice about buying and caring for our range of products.

Do you have a guarantee on your garments?
Great care and attention go into providing our customers with high quality, well made products. If you do receive a faulty or damaged item or find that the item becomes faulty within 6 months of purchase it will need to be sent back to us for inspection. Items will need to be returned with proof of purchase where possible with your full contact details. Items that are sent back because of a fault will be exchanged where possible (or in the case of a jacket repaired) or refunded for the price paid. If an item is older than six months a gift voucher may be issued up to the value of the price paid. For our Quba & Co jackets we offer a 2 year guarantee. If proof of purchase can not be provided, credit note and exchange values will be processed at the current selling price of the product returned.

Does your prices include VAT?
All our prices include VAT but exclude delivery charges. Our online prices are the same as in Quba & Co stores, although occasionally you may find a lower price in one of our outlet stores, or online if we have a quba.com special offer. The prices in our catalogues are the same as in our shops at the time of going to press, but may be subject to change during the life of a catalogue.

Despite our best efforts, occasionally errors may occur where prices are displayed incorrectly. If a product's correct price is lower than the stated price, we will charge you the lower amount and send you the product. If however, a product's correct price is higher than our stated price, we will contact you for instructions before dispatch. We will only charge your card on the day goods are dispatched.

Items offered in promotional mailings are while stocks last and any prices are specific to that promotion only. Quba Sails Ltd reserves the right to alter prices and withdraw offers without notice.

How do I redeem a promotion code or discount code?
If you obtain a coupon, discount or promotional discount code offered by quba.com, enter it within the promotional code field located within your 'shopping bag'. The code will be valid for use online only at quba.com, and not in our shops or by phone, unless otherwise stated.

The following conditions apply:

• For the promotional code to be valid, a valid product must be added to your basket.
• Only one promotional code can be used per transaction.
• If you have more than one promotional code, you may place separate orders.
• Orders must be made prior to the closing date.
• No cash alternative is available.
• All offers are subject to stock availability.
• All other Quba terms and conditions apply.

 

Security and Privacy
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I've forgotten by password, what should I do?
If you've forgotten your password, just enter your email address on the 'Forgotten your password' page, and we'll email you your password information. Then simply follow the instructions in the email to change your password.  

What is your privacy policy?
We are committed to protecting your personal information when you are using our website. We want to provide safe and enjoyable environment for our customers/users. We promise never to release your personal details to any outside company for mailing or marketing purposes. When you make a purchase from our website, we collect certain personal information from you (for example: your name, email address, payment address and details). All such information is held on secure servers. In order to serve you most efficiently, reputable third-party banking institutions handle our credit card transactions. They receive the information needed to verify and authorise your payment card and to process your order. All such organisations are under strict obligation to keep your personal information private.

To read more on how your personal data is going to be handled, read our full Privacy Policy incorporated in our Terms and Conditions.

How secure is Quba.com?
We realise how important it is to securely store any information that you provide. Quba.com maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

You can tell whether a page is secure as 'https' will replace the 'http' at the front of the www.quba.com in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.

Insert clickable Thwate Logo - verify our site security here

What is Verified by Visa and Mastercard® SecureCode™?
As part of our ongoing commitment to ensuring shopping online is safe and secure for you, we've partnered with 'Verified by Visa' and 'MasterCard Secure code'. If you use a VISA or MasterCard credit or debit card to make a purchase, depending on the card issuer or bank, you will be able to benefit from additional security during the checkout process.

The benefits are:
Verified by Visa and MasterCard Secure code helps to protect your card against unauthorised use when you shop online by requiring you to enter a personal password each time you buy. You only need to register once to create your password and during registration you will be communicating directly with your card issuer via a secure link. We won't be able to see the information you enter.

What if I am already registered?
If you have already registered, you will be asked to enter your personal password during the online checkout process in order to complete your purchase

What do I need to do to register?
If you have not yet registered for Verified by Visa or MasterCard, you will have the opportunity to do so during the checkout process by entering in your details which will be sent via a secure link to your card issuer. Once the card issuer has confirmed your identity, you will be asked to choose a password and we will be able to complete your order. You will then use the same password each time you purchase online at participating stores. Please note if you choose not to register during the check out process, depending on your card issuer, we may not be able to process your order. A different method of payment will be required to complete your order.

For more information on Verified by Visa and MasterCard Secure code contact your card issuer or bank directly.

Please note: Your Verified by Visa or Mastercard SecureCode™ password is not your quba.com account password. We do not have access to your Verified by Visa or Mastercard SecureCode™ password.

What is phishing?
Phishing is the practice of tricking someone into giving confidential information. Examples include falsely claiming to be a legitimate company when sending an e-mail to a user, in an attempt to get the user to send private information that will be used for identity theft and fraud. Please note that we'll never ask you to send any personal details via email. If we require such details, for security reasons we'll ask you to contact us by phone. Should you receive an email claiming to be from quba.com requesting this kind of information, please do not respond but let us know.

Do you use cookies?
Quba.com uses cookies to ensure the website offers the best possible service. Cookies communicate between our website and your internet browser, storing information on your hard drive to ensure that your use of our website is as quick and convenient as possible. Your internet browser may allow you to turn off cookies. If you do turn off cookies, you will not be able to use our website.

 

Order and Returns Information
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How can I change or cancel my order?
If you wish to change or cancel an order please email our Customer Service team or telephone on 0870 777 1651, between 9am to 5pm, Monday to Friday. Please have the order number and date the order was placed to hand.

If your products have already been delivered, then you will need to follow our returns procedure.

Made to order cancellations: Please note that should you wish to cancel your customised jacket, bag, beanbag or sofa for any reason, it's unlikely that we could sell it to another customer at full selling price. We will therefore have to charge a cancellation fee of 25% of the full selling price. In respect of these products our usual refund policy does not apply, and products cannot be returned or exchanged unless faulty.

How can I track my order?
To check your order status, just click on the 'my account' link at the top of the page, sign in and then View orders.

In progress means your order is being processed. Your order could be at any point between the warehouse receiving it and despatching your goods.

Shipped means your order has left our warehouse. You'll receive an email confirming despatch. You will also receive a separate email and text message from our courier with details on how to track your order when it has left the warehouse.

Cancelled means your order has been cancelled either by you or us.

If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team or telephone on 0870 777 1651 between 9am to 5pm, Monday to Friday.  

How can I view my order history?
To find out more information on your past orders, please sign into your account here.  

What should I do if my order is missing, incomplete or damaged?
If your order hasn't arrived, or arrives incomplete, first of all, view your order online. Sign into My Account here. If your order has been despatched but hasn't arrived within the expected time period, please email our Customer Service team or telephone on 0870 777 1651 between 9am to 5pm, Monday to Friday.

If you've ordered more than one item on your order, please bear in mind that products may be sent out from multiple locations and so may arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us as before.

If your order arrives and the goods are damaged, call us on 0870 777 1651.

What is your returns procedure?
Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully re-saleable condition. Returns should be made within 30 days and in original, undamaged packaging and sent to the address below. If you are returning something because it does not fit or is unsuitable, you'll need to pay the postage costs. We will refund your postage in full on any faulty goods returned.

Please return the item(s) unused and in the original packaging to us at
Returns Department
Quba & Co,
The Sail Loft,
Unit 5i,
South Hams Business Park,
Churchstow,
Devon,
TQ7 3QH

Please include a covering explanatory letter or a note written on the original invoice or despatch note. We will then either replace the goods with a different size or colour, or credit you, whichever you prefer. Please note if returning items for an exchange of size or colour a further delivery charge will need to paid by you.  Please enclose your card details or a contact number are given to us so we can reach you to take the payment.

What is your refund policy?
Should you wish to return an item to us we'll be happy to refund or exchange a product provided it's in fully re-saleable condition. Returns should be made within a reasonable time (usually 30 days) and in original, undamaged packaging. If the product returned is not in fully re-saleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 25% of the original selling price from the refund amount. This does not affect your statutory rights.

We will refund the price of the item to the purchaser or exchange the product once it is received by us. Refunds can only be made to the original card of purchase. We will refund any delivery charges when a product is faulty or damaged. We're unable to offer a refund or exchange on personalised orders unless they're faulty.

If I return an item do you refund delivery charges?
We'll refund the purchaser any delivery charge paid when a product is faulty or damaged. If you are returning something because it does not fit or is unsuitable, you'll need to pay the postage costs.

What if I wish to cancel my customised product?
Should you wish to cancel your made-to-order or customised product for any reason, it's unlikely that we could sell it to another customer at full selling price. We will charge a cancellation fee of 25% of the full selling price. In respect of these products our usual refund policy does not apply, and products cannot be returned or exchanged unless faulty.

 

Customised Orders
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How long will it take to custom make my Quba sailcloth product?
Each jacket is customised by hand in Devon. Great care and attention goes into each jacket and therefore please allow up to 4 weeks for the product to be made and delivered to you. If you need it sooner please call us on 0870 777 1651 for up-to-date production times.

What if I want more customising options?
Just give us a call; one of the design team at Quba & Co will go through all the design options with you, to ensure that you have a jacket/bag that is completely unique to you.  Call us 0870 777 1651

Where are the individual and customised jackets and bags made?
All one off or custom designed jackets and bags are made in our own manufacturing unit in South Devon.

I have got an old Sail; can I use it to make a Jacket?
There is nothing better than having a jacket or bag made up from your own sail, you will then have a jacket that is truly unique to you.  As a general rule main sails make good bags and Genoas and Gibs tend be better for Jackets, however all of this depends on the size of yacht they have come from.  Unfortunately supplying your own fabric does not mean the Jacket or Bag will be cheaper as the time involved cutting out an individual Jacket or Bag from an individual sail can often take longer. If however you can supply a significant quantity of usable fabric we can look at the possibility of discounting your customised items.  Please call Head Office on + 44 (0) 870 777 1651