Shipping policy

O'Brien Shipping Policy for the EU and UK

Thank you for choosing O'Brien for your watersports needs. This shipping policy applies to consumer sales within the European Union (EU) and the United Kingdom (UK). We aim to provide transparent, reliable and compliant delivery in line with EU consumer rights directives, including clear delivery times (not exceeding 30 days unless otherwise agreed) and transparency on costs, taxes and potential customs duties.

1. Order Processing Time
Orders are typically processed and prepared for shipment within 3-5 business days from purchase confirmation. Business days are Monday to Friday, excluding public holidays in the EU and UK. During peak seasons (e.g. summer months), processing may take up to 7 business days. You'll receive an email confirmation once your order is processed. For customised or personalised items, allow an additional 2-3 business days.

2. Shipping Options and Fees
We ship from our warehouse in the Netherlands with trusted carriers such as DHL and UPS.

- European Union: free standard shipping on all orders. No minimum spend. Estimated delivery 7-10 business days after dispatch.
- United Kingdom: a flat shipping fee is calculated and shown at checkout before you pay. Estimated delivery 7-10 business days after dispatch.

3. Taxes and Customs
- EU: prices include VAT. No additional customs fees apply for intra-EU deliveries.
- UK: as a non-EU destination, UK orders may incur customs duties, import VAT and handling fees upon arrival. These are calculated by UK customs authorities and paid by the recipient. Check gov.uk for current rates.

4. Delivery Time Estimates
Total delivery time (processing + transit) is typically 10-15 business days for standard shipping. For remote areas (e.g. islands or rural regions), add 2-3 extra days. We commit to delivery within 30 calendar days per EU regulations unless delays are communicated. If your order is delayed beyond estimates, we'll notify you by email and offer options such as partial refunds or cancellation.

5. Tracking and Notifications
Once shipped, you'll receive a tracking number by email. Track your package directly on the carrier's website (e.g. dhl.com or ups.com).

6. Lost, Missing or Damaged Packages
If your package doesn't arrive within the estimated timeframe, is lost, or arrives damaged: contact us within 14 days of the expected delivery date at eu-support@obrien.com with your order number and details (photos for damaged items speed things up). We'll investigate with the carrier and resolve by reshipping, refunding or replacing. We cover insurance for lost or damaged shipments up to the order value.

7. Returns, Refunds and Exchanges
In compliance with EU consumer rights, you have a 14-day cooling-off period to return items for any reason, starting from receipt - including discounted and sale items. Returns are free within the EU; for the UK, you cover return shipping. Refunds are processed within 14 days of us receiving the returned item. Full details are in our Refund Policy.

8. Customer Support
For questions about shipping, tracking or your order, contact eu-support@obrien.com (Monday-Friday, 9:00-17:00 CET). We respond within 1 business day.

This policy is subject to change; the latest version is always on our website.