Help / FAQ's
Here, we’ve gathered a selection of the most common questions we receive from our customers. We understand that navigating our products and services can sometimes raise queries, and we’re committed to providing you with the information you need.
GENERAL QUERIES
HOW CAN I CONTACT YOU?
You can reach our Customer Service team during the following hours (excluding public holidays):
• Mon to Thu: 8am to 5pm
• Fri: 8am to 4pm
Email: support@overboard.com
Phone: +44 (0)345 208 5755
We’ll be happy to assist you with any queries!
IS IT SAFE TO PURCHASE SOMETHING THROUGH YOUR WEBSITE?
Yes, shopping with us is completely safe. We use Shopify's secure platform, which employs advanced encryption to ensure your personal information and payment details are protected. Our website is regularly updated with the latest security measures to provide a safe and secure shopping experience.
HOW DO I SIGN UP FOR YOUR NEWSLETTER?
Simply enter your email address in the footer text entry field found at the bottom of every page, then click the 'Subscribe' button. You'll be kept up-to-date with the latest OverBoard products, competitions, and promotions.
WHAT SHOULD I DO IF I’M HAVING PROBLEMS WITH YOUR WEBSITE?
If you're experiencing issues with our website, please try the following:
(1.) Refresh the page or try accessing the site on a different browser or device.
(2.) Clear your browser cache and cookies.
(3.) Ensure you have a stable internet connection.
If the issue persists, please reach out to our Customer Service team at support@overboard.com or call us at +44 (0)345 208 5755, and we'll assist you promptly.
WHERE CAN I READ YOUR PRIVACY POLICY?
You can read our full privacy policy by visiting our Privacy Policy page, where we explain how we collect, use, and protect your personal information.
PRODUCT QUERIES
WHAT WATERPROOF RATING SYSTEM DO YOU USE FOR YOUR PRODUCTS?
We use the IP (Ingress Protection) rating system to classify the waterproof level of many of our products. This internationally recognised standard indicates how well a product resists water and dust.
You can view the full breakdown of our rating system on our Waterproof Rating System page.
To make shopping easier, you can also filter our products by waterproof rating when browsing collections—helping you quickly find the right level of protection for your needs.
Each product’s IP rating is listed on its page. If you’re unsure which level is best for you, feel free to contact us at support@overboard.com.
WHAT DOES 'QUICK SUBMERSION' MEAN?
‘Quick submersion’ means the product is designed to handle being briefly and accidentally submerged in water—for example, being dropped into a puddle, stream, or shallow water and quickly retrieved.
These products typically have a high waterproof rating (such as IP66 or IP67) and will protect your items as long as the submersion is temporary and not under high pressure.
For more details on how our waterproof ratings work, visit our Waterproof Rating System page, or contact us at support@overboard.com if you’re unsure what level of protection you need.
WHAT DOES 'FOUL WEATHER & SPRAY PROOF' MEAN?
‘Foul weather & spray proof’ means the product is designed to protect against rain, splashes, and light water spray—such as from boating, kayaking, or wet outdoor conditions.
These products are typically rated IP65, meaning they’re resistant to water spray from all directions but not suitable for submersion.
They’re ideal for protecting your gear during heavy rain or when exposed to splashes, but they should not be used in situations where they’ll be fully underwater.
To learn more about waterproof levels, check out our Waterproof Rating System page.
WHAT DOES 'PROLONGED SUBMERSION' MEAN?
‘Prolonged submersion’ means the product is designed to withstand being fully submerged in water for an extended period of time—typically beyond quick dips or accidental drops.
Products with this level of protection usually carry an IP68 rating, meaning they are suitable for extended use underwater, such as swimming, snorkeling, or situations where gear may remain submerged.
Keep in mind, while these products are highly waterproof, they’re not rated for deep-sea diving or high-pressure water environments. Always refer to the individual product page for specific depth and time guidance.
For full details, visit our Waterproof Rating System page.
WHAT’S THE DIFFERENCE BETWEEN THE WATERPROOF MAIN COMPARTMENT AND THE WEATHERPROOF ZIP POCKET?
Many of our IP66-rated bags include an external zip pocket with an IP65 rating.
• The main compartment (IP66) is designed for quick submersion and will protect contents if the bag is briefly dropped in water.
• The weatherproof zip pocket (IP65) is foul weather and spray proof, meaning it can handle rain, splashes, and spray—but it is not submersible. Water may enter the zip pocket if the bag is fully submerged.
Tip: Store valuables, electronics, or water-sensitive items inside the main roll-top compartment rather than the outer zip pocket when in wet or unpredictable conditions.
HOW TOUGH ARE THE MATERIALS USED IN YOUR PRODUCTS?
Our products are made with high-performance, hard-wearing materials designed to withstand the demands of outdoor, travel, and water-based activities.
We use durable materials such as heavy-duty PVC tarpaulin, TPU (thermoplastic polyurethane), and ripstop fabrics—chosen for their resistance to abrasions, punctures, and tears.
Many of our products also feature high-frequency welded seams, ensuring long-lasting waterproof protection even in tough conditions.
If you have questions about the construction of a specific product, feel free to contact us at support@overboard.com.
WHAT QUALITY CONTROL MEASURES DO YOU USE FOR YOUR PRODUCTS?
We take product quality seriously. Every OverBoard product undergoes rigorous quality control and testing to ensure it meets our high standards for durability and waterproof protection.
Our testing includes:
• Waterproof rating verification
• Material strength and seam testing
• Real-world use simulations
You can learn more about how we test and evaluate our gear on our Product Testing page.
If you have questions about a specific product’s testing or performance, feel free to contact us at support@overboard.com.
WHERE ARE OVERBOARD PRODUCTS DESIGNED AND MANUFACTURED?
OverBoard products are designed and developed in the UK by OverBoard Ltd, headquartered in Thorpe, Surrey. Since 2006, we've grown into a global brand specialising in waterproof bags and accessories, now distributed in over 50 countries worldwide.
While our design and development take place in the UK, our products are manufactured in China and Cambodia, where we've worked with the same trusted manufacturing partner for over 15 years. We've built a strong, long-term relationship with them—almost like family—which helps us uphold consistently high standards of quality, ethics, and reliability.
Every product goes through rigorous testing for waterproofing, durability, and real-world performance to ensure it’s ready for any adventure.
If you have more questions, feel free to contact us at support@overboard.com.
ARE YOUR WATERPROOF BACKPACKS SUITABLE FOR SWIMMING?
Yes, all of our IP66-rated waterproof backpacks are suitable for swimming. However, it's important to avoid prolonged submersion and to ensure the backpack is sealed correctly, as per the instructions. Keeping the roll-top seal as high above the waterline as possible will help maintain waterproof protection and keep your belongings dry.
ARE YOUR WATERPROOF PHONE AND IPAD CASES SUITABLE FOR TAKING PHOTOS OR VIDEOS UNDERWATER?
Yes, our waterproof phone and iPad cases are designed to let you safely capture photos and videos underwater, with clear front and back windows that allow you to use your device’s camera while it's fully sealed—rated for depths of up to 6 metres (19 feet).
Top Tip: Most touchscreens don’t work underwater, so we recommend using your phone’s physical side buttons to take photos or start/stop video recording while submerged.
HOW DO YOU ATTACH A LANYARD TO THE WATERPROOF TECH CASE?
Please follow these steps to attach the lanyard to your waterproof tech case:
(1.) Pass the top loop of the lanyard through the middle hole of the clip so that it sticks out at least 3cm.
(2.) Pass the other end of the lanyard through the loop that was passed through the clip.
(3.) Pull tight to secure the lanyard in place, ensuring it is securely attached.
WHAT SIZE DEVICE WILL FIT INSIDE YOUR WATERPROOF PHONE CASES?
Small Waterproof Phone Case
The Small Waterproof Phone Case is ideal for smaller phones and devices. It is compatible with most phones up to 5.5 inches in screen size. Popular devices that fit in this case include:
• iPhone SE, 6, 7, 8
• Samsung Galaxy S5, S6, S7
• Google Pixel 4a
Large Waterproof Phone Case
The Large Waterproof Phone Case is perfect for larger phones and devices. It fits phones up to 6.5 inches in screen size. Popular devices that fit in this case include:
• iPhone Plus models (iPhone 6, 7, 8 Plus, iPhone 11 Pro Max)
• Samsung Galaxy S9, S10, S20
• Google Pixel 5, 6
If you're unsure which size you need, feel free to get in touch with us at support@overboard.com, and we’ll be happy to help!
WHICH WATERPROOF BACKPACKS ARE SUITABLE AS CABIN CARRY-ON LUGGAGE?
All of our 20L and 30L waterproof backpacks are designed to fit within standard cabin carry-on limits, making them ideal for air travel.
Our larger 45L waterproof backpack also comes close to most airline size restrictions, measuring 49cm (H) x 33cm (W) x 28cm (D). While the depth slightly exceeds some airline limits, its soft, flexible design often allows it to fit into overhead compartments—especially when not fully packed.
Here’s how these sizes compare with cabin baggage limits from major UK and EU airlines (Height × Width × Depth):
British Airways: 56cm x 45cm x 25cm
– ✅ 20L/30L: Compliant
– ⚠️ 45L: Slightly over on depth
Jet2: 56cm x 45cm x 25cm
– ✅ 20L/30L: Compliant
– ⚠️ 45L: Slightly over on depth
EasyJet (with Up Front or large cabin bag upgrade): 56cm x 45cm x 25cm
– ✅ 20L/30L: Compliant
– ⚠️ 45L: Slightly over on depth
Ryanair (Priority Boarding): 55cm x 40cm x 20cm
– ✅ 20L/30L: Close fit
– ❌ 45L: Over on width and depth
Since cabin bag policies can vary depending on the airline and your fare type, we always recommend checking with your airline before travelling. Thanks to their soft structure, our backpacks are often accepted as cabin luggage—especially when not fully packed.
WHAT’S THE BEST WAY TO CLEAN AND MAINTAIN MY OVERBOARD BAG?
To keep your OverBoard bag performing at its best, follow these simple care tips:
Cleaning:
• Wipe down the exterior with a damp cloth and mild soap.
• Avoid harsh detergents, solvents, or bleach, as they can damage the waterproof coating.
• Rinse with fresh water after exposure to saltwater, sand, or mud.
Drying:
• Allow your bag to air dry naturally—do not tumble dry, iron, or expose it to direct heat sources like radiators.
• Store it in a cool, dry place when not in use, away from prolonged direct sunlight.
Storage & Use:
• Avoid overstuffing to preserve the integrity of seams and zips.
• Periodically check closures and seals for debris and clean them gently.
• With regular care, your OverBoard bag will stay waterproof, durable, and adventure-ready for years to come.
DO YOU OFFER CUSTOM PRINTING OR BRANDED PRODUCTS?
Yes, we do! We offer custom printing on a wide range of OverBoard products—perfect for corporate gifts, promotional use, events, or branded team gear.
To find out more about options, minimum quantities, and pricing, please get in touch with our team at support@overboard.com. We’ll be happy to discuss your requirements and guide you through the process.
ORDER QUERIES
HOW DO I PLACE AN ORDER?
Placing an order is quick and easy:
Browse our products and select the item you’d like to buy.
Choose your preferred size, colour, or quantity (if applicable), then click Add to Cart.
A mini-cart will slide out showing your added item(s). You can either click off the mini-cart to continue shopping or click the Checkout button at the bottom to begin the checkout process.
You can also view the mini-cart anytime by clicking the cart icon at the top right of the page, then selecting Checkout when you're ready.
Follow the secure checkout steps to enter your shipping and payment details.
Once your order is complete, you'll receive a confirmation email from sales@overboard.com. To ensure it reaches your inbox, we recommend adding this email address to your safe sender list.
Need help? Contact us anytime at support@overboard.com.
CAN I CHANGE OR ADD ITEMS TO MY ORDER AFTER CHECKOUT?
Yes—as long as your order hasn’t been shipped, we may be able to make changes or add items.
Please contact us as soon as possible at support@overboard.com with your order number and the details you’d like to update.
HOW DO I CANCEL MY ORDER?
If your order hasn’t been shipped yet, you can request a cancellation by emailing us at support@overboard.com with your order number.
If your order has already been dispatched, you’ll need to wait for it to arrive and then follow our returns process.
I’VE CANCELLED MY ORDER—WHEN WILL I RECEIVE MY REFUND?
We typically process refunds on the same day your cancelled order is received.
Once processed, the refund should appear in your account within 3–5 working days, depending on your payment provider.
If you haven’t received your refund after that time, feel free to contact us at support@overboard.com.
WHAT HAPPENS IF I PLACE AN ITEM ON BACKORDER?
Placing an item on backorder allows you to reserve it before it’s back in stock.
We always display the estimated shipment date directly below the Backorder button on the product page. If you're unsure or would like confirmation, feel free to contact us or email support@overboard.com.
We'll keep you updated by email if there are any changes to the expected shipping date.
CAN I ORDER IN-STOCK ITEMS TOGETHER WITH A BACKORDER ITEM?
Yes, you can. When an order contains both in-stock and backorder items, we normally hold everything and ship the order together once all items are available.
If you’d prefer the in-stock items to be shipped sooner, just email us at support@overboard.com and we’ll do our best to help.
CAN I UPDATE THE SHIPPING ADDRESS FOR MY BACKORDER?
Yes, as long as your backorder hasn’t been dispatched, you can update the shipping address.
Just email us at support@overboard.com with your order number and the new address, and we’ll take care of the update for you.
WILL I BE KEPT UP TO DATE ON THE PROGRESS OF MY BACKORDER?
Yes, we’ll keep you updated by email with any changes to the expected shipping date of your backorder.
If you ever want to check in or confirm the status, you’re always welcome to contact us at support@overboard.com.
HOW DO I KNOW IF MY ORDER WAS PLACED SUCCESSFULLY?
Once your order is successfully placed, you’ll see a confirmation screen and receive an order confirmation email from sales@overboard.com within a few minutes.
If you don’t see the email, please check your junk or spam folder, and consider adding sales@overboard.com to your safe sender list to avoid missing future updates.
If you're still unsure, feel free to contact us at support@overboard.com and we’ll be happy to check for you.
CAN I PLACE AN ORDER OVER THE PHONE?
Yes, absolutely! You can place an order by calling us on +44 (0)345 208 5755.
Our phone lines are open:
Monday to Thursday: 8am – 5pm
Friday: 8am – 4pm
If you need help choosing a product or have any questions before ordering, we’re happy to assist.
WHAT TAX CHARGES WILL I INCUR ON MY PURCHASE?
For all UK orders, a 20% VAT charge is included at checkout.
If you're ordering from a UK tax-exempt location such as the Channel Islands, please place your order as normal, then email us at support@overboard.com with your order number. We’ll refund the VAT charges accordingly.
DO YOU OFFER A CLICK & COLLECT SERVICE FOR ORDERS?
Yes, we do! Simply select the ‘Pickup in store’ option during checkout under the delivery section.
You’ll receive a notification as soon as your order is ready to collect.
Collection Address:
OverBoard
Unit 9, Sky Business Park
Eversley Way
Thorpe, Surrey
TW20 8RF
View on Google Maps
Opening Hours:
Monday to Thursday: 8am – 5pm
Friday: 8am – 4pm
There’s also convenient parking right in front of the building.
PAYMENT QUERIES
WHAT TYPES OF PAYMENT DO YOU ACCEPT?
You can use any of the following payment methods on our website:
• Mastercard
• Visa
• Visa Electron
• Visa Delta
• Maestro
• American Express
• PayPal
• Klarna
• Shopify Pay
Prefer to order by phone? You can also place an order and pay by calling us on +44 (0)345 208 5755. A member of our sales team will be happy to help.
I’M HAVING PROBLEMS MAKING A PAYMENT—WHAT CAN I DO?
If you're having trouble completing your payment, here are a few things to try:
• Double-check your card details or PayPal/Klarna login.
• Make sure your billing address matches the one linked to your payment method.
• Try using a different browser or device.
If the issue continues, please contact us at support@overboard.com or call us on +44 (0)345 208 5755 and we'll be happy to help complete your order.
WHAT SHOULD I DO IF MY PAYMENT IS DECLINED?
If your payment is declined, try the following:
• Double-check your card details and billing address.
• Make sure your card hasn’t expired or reached its limit.
• Try a different payment method (e.g. PayPal, Klarna, or another card).
• Contact your bank—they may be blocking the transaction for security reasons.
If the problem continues, feel free to contact us at support@overboard.com or call +44 (0)345 208 5755 and we’ll help you place your order.
HOW DO I APPLY A DISCOUNT CODE AT CHECKOUT?
You can apply your discount code on the checkout page.
Once you’ve added items to your cart and clicked Checkout, you’ll see a field labeled “Discount code or gift card”—enter your code there and click Apply. The discount will be automatically deducted from your total.
If you have any issues using your code, feel free to contact us at support@overboard.com.
HOW DO I KNOW IF MY PAYMENT WAS SUCCESSFUL?
Once your payment has gone through successfully, you’ll see an order confirmation screen and receive an email confirmation from sales@overboard.com.
If you don’t receive the email within a few minutes, please check your junk or spam folder, and consider adding sales@overboard.com to your safe sender list.
Still unsure? Contact us at support@overboard.com and we’ll be happy to check the status for you.
MY ORDER DIDN’T GO THROUGH, BUT I’VE STILL BEEN CHARGED—WHAT SHOULD I DO?
In the unlikely event that your order didn’t complete but you’ve been charged, don’t worry—it’s usually a pending authorisation and the funds will automatically be released back to your account.
If the charge doesn’t disappear within 3–5 working days, please contact us at support@overboard.com with your payment details and we’ll investigate right away.
WHY DO I SEE MORE THAN ONE CHARGE FOR MY ORDER?
Seeing more than one charge on your statement can happen if there were multiple payment attempts or a temporary authorisation during checkout. Don’t worry—only one payment will be captured, and any pending amounts will automatically drop off within 3–5 working days.
If you’re unsure or the extra charge hasn’t cleared, contact us at support@overboard.com and we’ll be happy to look into it for you.
DO YOU PROVIDE VAT RECEIPTS OR INVOICES?
Yes, we’re happy to provide VAT receipts or invoices.
Simply email us at support@overboard.com with your order number, and we’ll send one over to you.
WARRANTY QUERIES
WHAT IS COVERED BY YOUR 5-YEAR EXTENDED WARRANTY?
Our 5-year extended warranty covers manufacturing defects and product faults. For full details on what’s included, please visit our dedicated Warranty Portal.
If you’re unsure whether your issue is covered, feel free to contact us at support@overboard.com and we’ll be happy to help.
HOW DO I REGISTER MY PRODUCT FOR THE 5-YEAR EXTENDED WARRANTY?
To register your product for our 5-year extended warranty, simply visit our Warranty Registration Portal and complete the form.
If you need assistance with the registration process, feel free to contact us at support@overboard.com.
HOW DO I RAISE A WARRANTY CLAIM FOR MY PRODUCT?
To raise a warranty claim, please complete our online Warranty Claims Form.
Once submitted, a member of our team will review your claim and get back to you as quickly as possible. If you need help or have any questions, you can also email us at support@overboard.com.
CAN I USE MY OVERBOARD STORE LOGIN FOR THE WARRANTY PORTAL?
No, you’ll need to create a separate login for the Warranty Portal—it’s not linked to your OverBoard online store account.
Even if you’ve already registered an account when shopping with us, you’ll need to set up a new account on the warranty portal the first time you register a product or make a claim.
You can access the portal here:
👉 Warranty Registration & Claims Portal
If you’re having trouble logging in, feel free to contact us at support@overboard.com and we’ll be happy to help.
MY PRODUCT IS OUT OF WARRANTY—WHAT ARE MY OPTIONS?
If your product is out of warranty, don’t worry—we may still be able to help.
Please contact us at support@overboard.com with details about the issue and your original order number (if available). We’ll review the situation and let you know if a repair, replacement part, or discounted replacement is possible.
WHAT SHOULD I DO IF MY ITEM ARRIVES FAULTY OR BECOMES FAULTY OVER TIME?
We’re sorry to hear that! If your item arrives faulty or develops a fault over time, please email us at support@overboard.com with your order number, a brief description of the issue, and photos if possible.
We’ll assess the problem and let you know the next steps—whether it’s a replacement, repair, or warranty claim.
WHAT GUARANTEES AND WARRANTIES COME WITH YOUR PRODUCTS?
All OverBoard products are covered by our standard 12-month warranty against manufacturing defects.
Many items are also eligible for our 5-year extended warranty, which offers additional coverage and peace of mind. You can register your product for extended coverage via our Warranty Registration Portal.
For full details, visit our Warranty Portal or contact us at support@overboard.com.
ACCOUNT QUERIES
DO I HAVE TO CREATE AN ACCOUNT TO PLACE AN ORDER?
No, you don’t need to create an account to place an order—you can check out as a guest.
However, creating an account allows you to:
• Track your orders more easily
• View past purchases
• Save your shipping details for faster checkout next time
It’s totally optional, but helpful if you plan to shop with us again!
ARE THERE ANY BENEFITS WITH REGISTERING AN ACCOUNT?
Yes—creating an account with us gives you a faster, more personalised shopping experience. With an account, you can:
• Speed through checkout on future orders
• Track the status of your orders in real time
• View and manage past purchases
• Update your account details anytime
• Change your password securely
• Save multiple shipping addresses (ideal for gifting or family deliveries)
• Subscribe to our newsletter to stay up to date on new products, exclusive promotions, and competitions
While it’s optional, registering makes managing your OverBoard experience even easier.
CAN I USE MY OVERBOARD STORE LOGIN FOR THE WARRANTY PORTAL?
No, you’ll need to create a separate login for the Warranty Portal—it’s not linked to your OverBoard online store account.
Even if you’ve already registered an account when shopping with us, you’ll need to set up a new account on the warranty portal the first time you register a product or make a claim.
You can access the portal here:
👉 Warranty Registration & Claims Portal
If you’re having trouble logging in, feel free to contact us at support@overboard.com and we’ll be happy to help.
I’VE FORGOTTEN MY PASSWORD. CAN YOU HELP?
No problem! Just go to the login page and click “Forgot Your password?”. You’ll receive an email with a link to reset your password securely.
If you don’t see the email, check your spam or junk folder. Still need help? Contact us at support@overboard.com and we’ll be happy to assist.
HOW DO I CLOSE MY REGISTERED ACCOUNT AND HAVE MY PERSONAL DETAILS REMOVED?
If you’d like to close your account and have your personal details removed from our system, simply email us at support@overboard.com with your request.
We’ll process your request in line with data protection regulations and confirm once your account has been deleted.
Delivery QUERIES
HOW QUICKLY WILL I RECEIVE MY ORDER?
Orders placed before 3pm, Monday to Friday, will be dispatched the same day and typically arrive within two days, even with standard delivery. Orders placed after 3pm on Fridays, or on weekends and public holidays, will be dispatched on the next working day.
Delivery options:
• Standard Delivery (2 to 5 business days): £3.95 – sent with Royal Mail
• Express Delivery (1 to 2 business days): £8.95 – sent with DPD Couriers (No weekend deliveries)
WHO DO YOU USE FOR SHIPPING AND DELIVERY?
For standard delivery, we use Royal Mail, and for express delivery, we use DPD Local.
If you have a preferred courier or would like to request a different delivery service, feel free to email us at support@overboard.com and we’ll do our best to accommodate your request.
WHERE ARE ORDERS SHIPPED FROM?
All orders are shipped from our UK warehouse in Surrey.
This helps us dispatch quickly and maintain high quality control across all our products.
MY DELIVERY IS TAKING LONGER THAN EXPECTED—WHAT SHOULD I DO?
If your delivery is delayed, please check your tracking information for the latest updates. Occasionally, delays may occur due to courier issues or local disruptions.
If your order hasn't arrived within the estimated delivery timeframe, contact us at support@overboard.com and we’ll be happy to help.
HOW CAN I TRACK MY ORDER?
You’ll receive a tracking link by email as soon as your order has been shipped.
If you have an account with us, you can also track your order by logging in and selecting the relevant order number under your Order History summary.
If you need help locating your tracking information, feel free to contact us at support@overboard.com.
I’M MISSING AN ITEM FROM MY ORDER—WHAT SHOULD I DO?
We’re sorry to hear that! Please double-check the packaging and your Order Confirmation to make sure the item wasn’t sent separately.
If the item is still missing, get in touch with us at support@overboard.com and we’ll resolve the issue as quickly as possible.
I’VE RECEIVED THE WRONG ITEM—WHAT SHOULD I DO?
We’re really sorry about that! If you’ve received the wrong item, please contact us at support@overboard.com with your order number and a photo of what you received.
We’ll get it sorted for you as quickly as possible.
MY TRACKING SAYS MY ORDER IS BEING RETURNED TO SENDER—WHAT SHOULD I DO?
If your tracking shows that your order is being returned to us, it may be due to an incomplete address or a missed delivery attempt.
Please contact us at support@overboard.com with your order number so we can investigate and arrange a redelivery or refund, depending on your preference.
MY ORDER HASN’T ARRIVED, BUT THE TRACKING SAYS IT’S BEEN DELIVERED—WHAT SHOULD I DO?
We’re sorry to hear that! If your tracking shows the order as delivered but you haven’t received it, please try the following:
• Check with neighbours or household members in case it was accepted on your behalf.
• Look around your property for safe places where it may have been left (e.g. porch, shed, bin area).
• Review the tracking details for delivery notes or a photo from the courier.
If you still can’t locate the parcel, contact us at support@overboard.com and we’ll help resolve the issue as quickly as possible.
CAN I CHANGE MY SHIPPING ADDRESS AFTER CHECKOUT?
If your order hasn’t been dispatched yet, we may be able to update your shipping address. Please email us as soon as possible at support@overboard.com with your order number and the correct address.
Once an order has been shipped, we’re unable to change the delivery address. However, we’ll do our best to assist you with any available options.
WHAT COUNTRIES DO YOU SHIP TO?
Our UK website currently ships to UK addresses only.
If you're shopping from outside the UK, please visit one of our international stores:
• Australia – over-board.com.au
• Canada – overboardcanada.ca
• Europe – overboard.eu
• Japan – overboard-japan.jp
• Singapore – overboard.sg
• United Arab Emirates – overboard.ae
• United States – over-board.com
Not sure which store is right for you? Email us at support@overboard.com and we’ll be happy to help.
CAN I SEND AN ORDER TO A UK MILITARY (BFPO) ADDRESS?
Yes, we can ship to BFPO addresses if we’re able to use Royal Mail and the parcel is under 2kg.
Unfortunately, we cannot send BFPO orders using DPD Local or other couriers, and we’re unable to ship individual items over 2kg to these addresses.
In some cases, we may be able to split your order into multiple Royal Mail deliveries if each item is under the 2kg limit. Please note that additional shipping charges may apply.
For advice or to arrange a BFPO delivery, contact us at support@overboard.com and we’ll be happy to help.
Exchanges & Returns
WHAT IS YOUR EXCHANGE AND RETURNS POLICY?
We offer hassle-free returns and exchanges within 30 days of receiving your order, as long as the items are unused and in their original packaging.
For full details, please refer to our Returns & Exchanges Policy.
WHAT’S THE PROCESS FOR RETURNING AN ITEM?
If you'd like to return or exchange an item, please contact us at support@overboard.com with your order number, and we’ll guide you through the process.
For full details, please refer to our Returns & Exchanges Policy.
WHO COVERS THE COST OF RETURN SHIPPING?
Return shipping costs are the responsibility of the customer, unless the item is faulty or we’ve made an error with your order.
If you’re unsure whether your return qualifies for free return shipping, just email us at support@overboard.com and we’ll be happy to help.
IS IT POSSIBLE TO EXCHANGE MY ITEM FOR A DIFFERENT PRODUCT?
Yes, you can exchange your item for a different product—as long as it’s unused, in its original packaging, and returned within 30 days of delivery.
Just email us at support@overboard.com with your order number and the details of the product you’d like instead, and we’ll help arrange the exchange.
WHEN WILL I RECEIVE MY REFUND AFTER RETURNING AN ITEM?
Once we receive your returned item, we aim to process your refund on the same day.
After the refund is processed, it may take 3–5 working days to appear in your account, depending on your payment provider.
If you haven’t received your refund after this time, please contact us at support@overboard.com and we’ll look into it for you.
MY REFUND HASN’T ARRIVED YET—WHAT SHOULD I DO?
Refunds usually take 3–5 working days to appear in your account after we process them.
If that time has passed and you still haven’t received your refund, please check with your bank or payment provider first. If there’s still no update, contact us at support@overboard.com with your order details, and we’ll investigate it right away.
CAN I RETURN AN ITEM WITHOUT THE ORIGINAL PACKAGING?
To be eligible for a return, items should be unused and ideally in their original packaging.
If you no longer have the original packaging, please contact us at support@overboard.com with your order number and details. We’ll assess your return on a case-by-case basis and let you know how best to proceed.
CAN I RETURN OR EXCHANGE A GIFT ORDER?
Yes, gift orders can be returned or exchanged, as long as the item is unused and in its original packaging, and the return is requested within 30 days of delivery.
If you received an item as a gift and would like to return or exchange it, please email us at support@overboard.com with the order details (if available) and we’ll guide you through the process.
SAME DAY DISPATCH
on pre-3pm orders
FREE DELIVERY*
*on Orders Over £50