Frequently Asked Questions
How do I make an order?
Once you have found the item(s) that you wish to purchase, select the colour and size and select ‘Add’.
Review your order in ‘Your Basket’ section. If you have a discount/media code, you can apply your discount in this section. Select ‘Checkout’ once you are satisfied with your order.
You will then need to log in to your account. New users will need to create an account to proceed with their order.
Once logged in, you will need to confirm your delivery address and your preferred delivery option. Please note that the first order can only be delivered to the address shown on your bank statements. This verifies your details and helps to prevent any fraudulent transactions. After your first order you will be able to ship to an alternative address.
The Shopping Basket Summary is the final opportunity for you to check your basket and your delivery details, before entering your card details.
If you experience any issues when ordering, please call us on 020 3179 9777 or send us an email at email@example.com
You can redeem your discount during online checkout. After selecting the size and colour of your item and adding it to your basket, you will be taken to a page with a box labelled ‘Discount Code’ at the bottom. Please enter your discount code or media code in this box and select ‘Amend Basket’. This will recalculate the cost of your order.
Each order can only have one discount applied to it.
Discounts cannot be used in conjunction with any sale items or other Saltwater offers, except for gift vouchers. Unfortunately, gift vouchers cannot be used online, but they can be used at our shop and over the phone.
Can we buy gift vouchers online?
Unfortunately, we do not offer this option at the moment. However, if you call us on 020 3179 9777, we’ll be happy to sort this out for you.
Can I redeem gift vouchers or credit notes online?
Unfortunately, you cannot redeem gift vouchers or credit notes online, but we do accept them over the phone and at our shop.
I’ve forgotten my password.
If you’ve lost your password, please visit this page. You will need the email address you used at registration.
I can’t log into my account and my password is correct.
If you experience any issues logging into your account and are using the correct password, please email us at firstname.lastname@example.org and we’ll be happy to help you.
How can I pay?
We accept cash, credit and debit cards, cheques and postal orders.
We accept the following credit and debit cards: Visa, Mastercard, Maestro and Switch.
Unfortunately, we do not accept American Express.
We can only accept gift vouchers or credit notes over the phone or at our shop. We apologise for any inconvenience caused.
I’ve already placed my order. Can I add some more items to it?
Unfortunately, you cannot. Please let us know as soon as possible if you would like to order anything else so we can try and send your second order with your first. We will need to take your card details down again for any additional orders.
Can I change my delivery address?
If you decide you want to change your delivery address after making an order, please contact us as soon as possible. Unfortunately, once your order has left us, we cannot change the delivery address, so any changes must be made before then.
When will I be charged?
Payment will be deducted when your order is ready to be despatched.
If we experience any issues with your order, we will contact you as soon as possible.
For overseas customers, we will contact you by email, so please make sure to check your junk mail. Unfortunately, if we do not hear back from you within 7 working days, we will have to cancel your order.
Can I cancel my order?
Yes. You can cancel your order before it has been despatched from our warehouse. Please call us on 020 3179 9777 if you wish to cancel your order.
You can also cancel your order within seven days of receipt of your order according to the Consumer Protection (Distance Selling) Regulations 2000. For this, you must inform Saltwater of your decision to cancel in writing (letter, email).
For all other orders which are cancelled but which we have not been informed of in writing within seven days of receipt of your order, you have 28 days in which to return them and 14 days if you purchased them during our sale period. Unfortunately, we cannot refund your delivery postage. You will need to pay for your return postage.
Please remember to obtain proof of posting, as unfortunately, we cannot be held responsible for any parcels lost in transit.
You’ve sold out of an item I wanted. Will you be ordering any more?
If an item you are interested in is sold out and we have ordered new stock in, we will usually inform customers of this on the website. However, it is usually the case that we do not reorder most goods during the season as we order in small quantities.
If an item is out of stock online can I find it in your shop?
If an item is out of stock online, it will not be available in our shop either. Occasionally, we may receive a sold out item back in returns – if you are very interested in the item, it is best to call or email us to check.
What do you charge for delivery and how long will it take?
Standard Delivery (3-5 working days): £4.50
Monday to Friday only. Please note that in busy periods, such as during sales, this may extend up to 7 working days.
Premium Delivery (2 working days): £8.00
Please place your orders by 12pm Monday – Thursday. Orders placed on a Friday will be delivered the following Tuesday. We’re afraid that Premium Delivery is only for delivery within the UK mainland.
Delivery to Europe: £12.00
Can take up to 2-3 weeks.
Delivery to rest of the world: £16.00
Can take up to 2-3 weeks.
What time will my order be delivered?
This is dependent on the postage option you select for your order.
For Standard Delivery, your order should reach you between 9am-5pm.
For Premium Delivery, your order should reach you between 9am – 1pm.
Unfortunately, we cannot guarantee any Saturday deliveries nor can we guarantee what time your packages will arrive if you are living abroad.
Have you sent out my order yet and can you track it?
We do not send out emails when orders have been despatched. With Standard Delivery in the UK, your order should reach you within 3-5 working days of your order being placed. Deliveries can take up to 7 working days in busy periods.
We can track your order for you whether you are from the UK or abroad.
If you have not received your order within 14 working days, please contact us on 020 3179 9777 or email us at email@example.com.
Do I need to sign for my order?
Yes. All of our parcels are sent by ‘Recorded Signed For’ or ‘Special’ delivery. Please ensure you send your order to a delivery address where someone will be able to sign for them.
What happens if I am not in when my parcel arrives?
If you are not in when your parcel arrives, Royal Mail will leave you a note to let you know where you can pick up your parcel.
There’s something wrong with my order. What do I do?
If there is something wrong with your order, please call us on 020 3179 9777 or email us at firstname.lastname@example.org so we can help you.
To send the goods back to us, please fill out the returns form on the back of your invoice and send them to: Saltwater, 19 New Quebec Street, London, W1H 7RY.
What’s your return policy?
You have 28 days, from when you receive your order, to return or exchange an item.
For sale items, you have 14 working days, from when you receive your order, to return or exchange an item.
Return postage will need to be paid for, but we will refund it where the item returned is faulty or if you have been sent the wrong item. Please ensure you obtain a proof of posting, as unfortunately, we cannot be held responsible for any parcels lost in transit.
Please make sure all items are returned to us in their original condition, with the original packaging and labels attached.
Please note all earrings are non-refundable due to hygiene reasons.
You will be refunded at the price you paid for your order. Once you have received a confirmation email from us, your refund should take a few days to show on your statement. The transaction may take 3-5 working days to show on your statement. All refunds will be carried out within 30 days.
My goods are faulty. What is your policy on this?
We’re always sorry to hear if there are any problems with your goods, so if that’s the case, please return them to us within 28 days of receipt (14 days for sale periods). Please ensure you obtain a proof of posting.
How do I return or exchange an item?
Simply fill in the returns form, which is on the other side of your invoice, and send your parcel to Saltwater, 19 New Quebec Street, London, W1H 7RY.
Please ensure you obtain a proof of posting. Unfortunately, we cannot claim responsibility for any parcels lost in transit.
Once we have received your returns, we will carry out the refund or exchange for you and will send you an email to let you know.
How will I know if you have received my returns?
We will send you an email once we have refunded you or carried out an exchange for you. Depending on the return postage you use, your items could arrive in a few days to two weeks.
Unfortunately, we cannot be held responsible for any items lost in transit, so please obtain proof of posting.
If you have not received an email from us, please contact us on 020 3179 9777 or email us at email@example.com.
I bought my goods from an independent stockist. Can I return them to you?
Unfortunately, these items would need to be returned to the independent stockist.
I bought my goods on your website. Can I return them to your shop?
Yes, you can, provided you bring your invoice and the credit or debit card with which you purchased your goods.
Please note that if we experience any issues with your order, we will contact you by email. Unfortunately, if we do not hear back from you in 7 working days, we will have to cancel your order, so please make sure to check your email.
I don’t live in the UK and don’t know how your sizes compare. Do you have a sizing comparison chart?
Yes, we do. Please check the sizing section at the bottom of the page for more information.
I live abroad and have not received my order yet. Will you be able to track it for me?
Yes, we can track orders made by international customers.
How long do international orders take to arrive?
International orders can take up to 2 to 3 weeks to arrive.
Who should I address my application to?
You may address all enquiries with “Dear Sir or Madam”.
I work for a newspaper/magazine and am interested in obtaining some high res press images. How can I get them?
If you are interested in obtaining high resolution press images, please email us at firstname.lastname@example.org