FAQ

Frequently asked questions - Placing an order

Is ordering online secure?


YES! All purchases in our website are guaranteed maximum security! OceanDevil takes internet payment security very seriously.

When you order online, your bank details are encrypted and sent to our server using the SSL protocol (Secure Socket Layer). This payment protocol is standard and known for transmitting data securely by internet. They are never stored.




How do I place an order?


If you wish to place an order, please just proceed as follow:

- Select delivery country (when at checkout)
- Add any item you would like to buy to the basket (select size/colour and click on ADD TO BASKET)
- Once all products you want to buy have been added to the basket, please click on the basket (on the top right of our page) and choose delivery option.
- Click on PROCEED TO CHECKOUT
- Please fill in all required information for delivery IF YOU ARE A NEW CUSTOMER and finish your order by selecting payment.

So automatically your account has been created and you can always log in to MY ACCOUNT by using your e-mail and chosen password. You will also receive an order confirmation as well as any details regarding your order per mail.




How do I view what´s in my shopping basket?


To view the content of your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. If you wish to remove any item of your basket, please click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.




How do I add items to my basket?


To add an item to your basket, you just need to type the desired quantity and click on the ADD TO BASKET button. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. You should see the price updating accordingly.




How do I remove items of my basket?


To remove an item from your basket, please click on the basket icon in the top right of our page. Then click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.




How do I change the quantity of a particular item in my basket that I want?


To view the content of your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. If you wish to remove any item of your basket, please click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.




Why is the item in my shopping basket not longer available at the checkout?


The selection on our site is live and reflects what is in stock at that moment. Adding an item to your basket does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your basket.




Why is the item that I had in my shopping basket yesterday no longer on sale today?


Your Shopping basket does not secure sale prices for you. If you place an item in your basket at a sale price, the price will change once the sale has expired. We recommend you to place your order as soon as possible.




How will I know if you have received my order?


Once you´ve completed the checkout process, a receipt will appear on your screen detailing your final order total, your shipping address, and the purchased items. You can print this receipt for your reference.

You will also receive an order confirmation per e-mail.




Can I have my order delivered to another address?


YES! You can change your delivery address if your order has not yet been shipped. Please e-mail or call us immediately, and our Customer Services Team will happily assist you.




Will you tell me when my order has been dispatched?


YES! Once your order has been dispatched, you will receive your tracking information per e-mail. You can also always find all information regarding your order by logging into MY ACCOUNT.




How do I know if an item is available?


We offer a great range of items, most of them are in our stock and others must be ordered on demand. When selecting an item, there will be an estimated delivery date shown. If the item is in stock, you will find the information directly next to the estimated delivery date. The estimated delivery date is calculated by product availability and shipping time. Thus, the estimated delivery date is calculated by our experience with each supplier and chosen courier. If you order several items in one order, the estimated delivery date will be calculated by availability of all of them.

The estimated delivery date has been calculated as per availability of all items from your order. The taken time from dispatch to delivery depends on the courier service you select at the checkout.
Please keep in mind that the estimated delivery date is only a reference, as it is determined by product availability, courier’s availability, as well as payment.
We do our best to comply to the given delivery dates and will inform you immediately if despite our efforts your order will suffer any changes or delay. We kindly apologize and appreciate your patience.




What size should I order?


As sizing may vary for each brand or textile, we provide a respective size chart for all our items, which you can find just below the product description. In order to find your perfect fit, we recommend that you follow the instructions and measures of the size chart.




How to place an order as club/association?


OceanDevil offers special discounts and conditions for clubs/associations! If you wish to place an order for your club/association, we kindly ask you to send all club information per e-mail to info@oceandevil.com .
Then your club/association will be registered on our club page where you can see our special club offers and you can place your orders directly, once you received the login details. We look forward to welcoming your club!




How can I add my Company name/address or VAT number?


Unfortunately, an invoice can not be changed once it has been issued. When placing your order, be sure to indicate the correct information that you want to have on your Invoice. In case you want to include your company details in the invoice, when placing your order, please indicate the name of your company in the 'Name' field and the VAT number in the 'Surname' field. This way your company information will appear in the Invoice. Also, remember that the shipping address and the billing address must be the same.




I can´t select the product sice or color in drop down menue for the desired item


If you cannot select an item size or color, the product might currently be out of stock, no longer available or we might not be able to deliver the item to your country. Please do not hesitate to contact us at any time, we may be able to help you in finding your perfect item!




What is the Minimum Price Guarantee?


As an official retailer of all our offered products, we must respect the given retail prices by the brand. If you find a better offer from another authorized web shop, please fill in completely the Minimum Price Guarantee form available at the product page. We will happily offer you the same price, if all following conditions are met:

The offer is from an official and authorized retailer of the mentioned brand. Any auction sites including eBay, amazon, Yahoo Auction, etc. cannot be considered.

The characteristics of the product must equal TOTALLY with the one offered by us, including the following: Brand, Model, Reference and Version, Options, Size, Colour, Availability etc., as well as any other conditions that could affect the final price like shipping costs, special offers, etc...









FAQ - Shipping and delivery

Can I change my delivery address after I have placed my order?


YES! You can change your delivery address if your order has not yet been shipped. Please e-mail or call us immediately, our Customer Services Team will happily assist you.




Can I purchase Vat Free when buying for my company?


Ocean Devil is an Israeli Company and charges VAT only from Israeli companies. Any company whihc is registered outside the of Israel will not be charge VAT.




To which countries do you ship to?


Worldwide! If your country cannot be selected as delivery country on the check out page (shipping to), please contact us. We will happily double check if we are able to ship to your country. Please keep in mind, that a few of our brands are not authorized to be sent to particular countries.




How can I track my order?


Once your order has been dispatched, you will receive your tracking information per e-mail.




How long does the delivery take?


We offer a great range of items, most of them are in our stock and others must be ordered on demand. When selecting an item, there will be an estimated delivery date shown. The estimated delivery date is calculated by product availability and shipping time. Thus, the estimated delivery date is calculated by our experience with each supplier and chosen courier. If you order several items in one order, the estimated delivery date will be calculated by availability of all of them.

The estimated delivery date has been calculated as per availability of all items from your order. The taken time from dispatch to delivery depends on the courier service you select at the checkout.

Please keep in mind that the estimated delivery date is only a reference, as it is determined by product availability, courier’s availability as well as payment.
We do our best to comply to the given delivery dates and will inform you immediately if despite our efforts your order will suffer any changes or delay. We kindly apologize and appreciate your patience.




How much costs the delivery?


Our shipping fees are calculated by weight and volume, by adding any item to the basket, the respective shipping fees are shown.




How will my parcel be delivered?


When placing an order, you can choose your delivery option once all items have been added to the basket. We will ship your order with the selected courier and you will receive any tracking information per mail.




What happens if I am not at home when my delivery arrives?


To ensure the safe delivery of your parcel, the courier company needs a signature to confirm successful delivery. If there is nobody to receive the parcel, the driver will either attempt a new delivery, deposit your parcel at a neighbor or take your parcel to be securely held at the local Post Office or Depot.

If you have not received your parcel, the driver should have left a card stating the location of your parcel. Please follow the instructions left by the driver.

In case you cannot locate the card, please contact the following phone numbers stating your parcel number:
- Parcel Force (United Kingdom): +44 2476213455
- Royal Mail (United Kingdom): 0345 611 3425 or e-mail: onlinepostage@royalmail.com
- USPS (USA): 877-569-6614 or e-mail: fast@usps.gov
- DHL (Worldwide): http://www.dhl.com/en/contact_center/contact_express.html

For all other countries, please contact your local post office.




What happens when my order has been returned because it has not been delivered?


We may have the parcel returned to us because the courier was unable to deliver the parcel to your address.

If the parcel could not be delivered within 2 weeks, it will be returned to us. If we receive your parcel returned, it may be for the following reasons:

- The address is incorrect.
- No one has been able to pick up the parcel during the 2 week period at the collection point.
- The parcel has been refused by the customer




Can I send the order to a different address than the billing address? (For example if I want to send a gift to a friend from another city)


Unfortunately it is not possible. When placing the order you must indicate the Recipient´s Name and Address. The invoice will indicate the details of the recipient. In addition, for customs subjects, the order has to be made under the Recipient´s Name and Address and in the local currency of the destination country. All fields required in the process of purchase have to be filled out with the recipient´s details.




Is it possible to cancel an order when it has already been sent to you?


Once the parcel has been shipped to the customer, there´s no way to stop it. Shipping companies come every day to pick up all the parcels for customers at 7AM and 5PM (Central European Time). All the orders placed before this time will be shipped and we are unable to stop them. If you want to cancel an order before it has been shipped to you, we´ll refund the money you paid for the products including shipping costs.




Do you ship to PO Boxes or Military APO/FPO addresses?


We are sorry but we cannot ship to A.P.O. Military address or P.O Boxes and Hotels, as to ensure the safe delivery of your parcel, our transport partners require a physical street address to be provided along with a telephone number. A signature on file is needed for a successful delivery.




Will my order be shipped if there is an item out of stock?


Case 1: when placing your order:

Before finishing your order, in the product page and in the shopping basket, we indicate the approximate date of delivery of your order in your home address.

Case 2: when preparing your parcel:

If your order has all the items available and when preparing your order we found a stock error, we will send you the items we have and we will refund the money of the missing item.





FAQ - Returns and refunds

Is ordering online secure?


YES! All purchases in our website are guaranteed maximum security! OceanDevil takes internet payment security very seriously.

When you order online, your bank details are encrypted and sent to our server using the SSL protocol (Secure Socket Layer). This payment protocol is standard and known for transmitting data securely by internet. They are never stored.




How do I place an order?


If you wish to place an order, please just proceed as follow:

- Select delivery country (when at checkout)
- Add any item you would like to buy to the basket (select size/colour and click on ADD TO BASKET)
- Once all products you want to buy have been added to the basket, please click on the basket (on the top right of our page) and choose delivery option.
- Click on PROCEED TO CHECKOUT
- Please fill in all required information for delivery IF YOU ARE A NEW CUSTOMER and finish your order by selecting payment.

So automatically your account has been created and you can always log in to MY ACCOUNT by using your e-mail and chosen password. You will also receive an order confirmation as well as any details regarding your order per mail.




How do I view what´s in my shopping basket?


To view the content of your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. If you wish to remove any item of your basket, please click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.




How do I add items to my basket?


To add an item to your basket, you just need to type the desired quantity and click on the ADD TO BASKET button. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. You should see the price updating accordingly.




How do I remove items of my basket?


To remove an item from your basket, please click on the basket icon in the top right of our page. Then click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.




How do I change the quantity of a particular item in my basket that I want?


To view the content of your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. If you wish to remove any item of your basket, please click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.




Why is the item in my shopping basket not longer available at the checkout?


The selection on our site is live and reflects what is in stock at that moment. Adding an item to your basket does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your basket.




Why is the item that I had in my shopping basket yesterday no longer on sale today?


Your Shopping basket does not secure sale prices for you. If you place an item in your basket at a sale price, the price will change once the sale has expired. We recommend you to place your order as soon as possible.




How will I know if you have received my order?


Once you´ve completed the checkout process, a receipt will appear on your screen detailing your final order total, your shipping address, and the purchased items. You can print this receipt for your reference.

You will also receive an order confirmation per e-mail.




Can I have my order delivered to another address?


YES! You can change your delivery address if your order has not yet been shipped. Please e-mail or call us immediately, and our Customer Services Team will happily assist you.




Will you tell me when my order has been dispatched?


YES! Once your order has been dispatched, you will receive your tracking information per e-mail. You can also always find all information regarding your order by logging into MY ACCOUNT.




How do I know if an item is available?


We offer a great range of items, most of them are in our stock and others must be ordered on demand. When selecting an item, there will be an estimated delivery date shown. If the item is in stock, you will find the information directly next to the estimated delivery date. The estimated delivery date is calculated by product availability and shipping time. Thus, the estimated delivery date is calculated by our experience with each supplier and chosen courier. If you order several items in one order, the estimated delivery date will be calculated by availability of all of them.

The estimated delivery date has been calculated as per availability of all items from your order. The taken time from dispatch to delivery depends on the courier service you select at the checkout.
Please keep in mind that the estimated delivery date is only a reference, as it is determined by product availability, courier’s availability, as well as payment.
We do our best to comply to the given delivery dates and will inform you immediately if despite our efforts your order will suffer any changes or delay. We kindly apologize and appreciate your patience.




What size should I order?


As sizing may vary for each brand or textile, we provide a respective size chart for all our items, which you can find just below the product description. In order to find your perfect fit, we recommend that you follow the instructions and measures of the size chart.




How to place an order as club/association?


OceanDevil offers special discounts and conditions for clubs/associations! If you wish to place an order for your club/association, we kindly ask you to send all club information per e-mail to info@oceandevil.com .
Then your club/association will be registered on our club page where you can see our special club offers and you can place your orders directly, once you received the login details. We look forward to welcoming your club!




How can I add my Company name/address or VAT number?


Unfortunately, an invoice can not be changed once it has been issued. When placing your order, be sure to indicate the correct information that you want to have on your Invoice. In case you want to include your company details in the invoice, when placing your order, please indicate the name of your company in the 'Name' field and the VAT number in the 'Surname' field. This way your company information will appear in the Invoice. Also, remember that the shipping address and the billing address must be the same.




I can´t select the product sice or color in drop down menue for the desired item


If you cannot select an item size or color, the product might currently be out of stock, no longer available or we might not be able to deliver the item to your country. Please do not hesitate to contact us at any time, we may be able to help you in finding your perfect item!




What is the Minimum Price Guarantee?


As an official retailer of all our offered products, we must respect the given retail prices by the brand. If you find a better offer from another authorized web shop, please fill in completely the Minimum Price Guarantee form available at the product page. We will happily offer you the same price, if all following conditions are met:

The offer is from an official and authorized retailer of the mentioned brand. Any auction sites including eBay, amazon, Yahoo Auction, etc. cannot be considered.

The characteristics of the product must equal TOTALLY with the one offered by us, including the following: Brand, Model, Reference and Version, Options, Size, Colour, Availability etc., as well as any other conditions that could affect the final price like shipping costs, special offers, etc...









FAQ - Payment and pricingestions

What are your payment options?


We offer several payment methods, our main payment methods are PayPal, CreditCard and DIRECTebanking. Please keep in mind that offered payment methods may vary by the country of destination. Once all items have been added to the basket and you have already selected the courier, all available payment methods for your destination country will be shown.

For online payments made by credit card, the 'Secure Socket Layer' (SSL) security system is used, which allows encrypting your banking information when on the network.




Is it safe to use my credit card on your website?


YES! All purchases in our website are guaranteed maximum security! OceanDevil takes internet payment security very seriously.

When you order online, your bank details are encrypted and sent to our server using the SSL protocol (Secure Socket Layer). This payment protocol is standard and known for transmitting data securely by internet. They are never stored.




Why was my payment declined?


Please verify that your credit card number and expiration date are correct. Also, please note that we accept Visa, MasterCard, JCB, American Express and Maestro for credit card payments.

Sometimes your bank can hold the money on your card during a security time, to make sure that you really want to make the purchase. This is especially common if you do not shop online very often; If you have tried to make multiple purchases in a short period of time; Or if your card is very new.

We recommend that you call your bank to notify them that you have tried to buy from an online store. This way they can confirm your identity and enable its use. In any case, if the error messages come from your bank and not from our store, we recommend that you call your bank first to get more information about it.




When will I be charged VAT?


For orders being shipped within Israel, VAT will be included at checkout to the product prices you see on our website.

- For orders being shipped to countries out of Israel, no VAT and no sales tax will be included in the product prices you see on our website and you will not be charged any taxes by us. However your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. The courier will charge you any taxes or customs directly. As taxes and customs may also depend on product category as well as declared amount, we are not able to provide you with any further details. We would recommend you to consult your local Customs office, which will happily assist you with further information.




Is there any extra charge not shown on the website?


NO! but for orders being shipped world wide not including Israel, no VAT and no sales tax will be included in the product prices you see on our website and you will not be charged any taxes by us. However your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. The courier will charge you any taxes or customs directly. As taxes and customs may also depend on product category as well as declared amount, we are not able to provide you with any further details. We would recommend you to consult your local Customs office, which will happily assist you with further information.




How do I know if my payment has been accepted?


Once we have received your payment we will send your order immediately if all the products are in stock. We will also send you a confirmation email when the shipping process has started. If any problems occur with your payment we will contact you by email.




How long can I wait to pay my order?


Once you have placed your order, you have to pay within 15 days. On the 16th day we will cancel your order.




Can I submit my payment even though the time to pay for my order has expired?


Please contact our Customer Service by email and give us your order number. If we have your items available we can reactivate your order and proceed with the shipment once we have received your payment.




What is PayPal?


PayPal is a payment method for online purchases which offers you to pay quickly and more securely with just an e-mail address and password or mobile number and PIN. No need to re-enter your card and delivery details every time you check out.

PayPal does not only offer you a secure and fast payment solution, but also allows you to send money almost anywhere in the world in seconds.




How do I use PayPal as payment option?


You can easily sign up with just an e-mail address and password by creating your account on: https://www.paypal.com.




How do I use PayPal as payment option?


If you would like to pay per PayPal when placing an order, please click on the PayPal option when checking out. New PayPal users who would like to use PayPal as payment method, will be redirected to the PayPal website to sign up for an account.




PayPal Refunded Return Service, what is it and how can I benefit from using it?


You can now have free returns on orders paid with PayPal! This means that if you want to return an unwanted item, the shipping costs of sending it back to us will be refunded by PayPal directly in your PayPal account. You need to activate this promotion before making a purchase in order to qualify.

Please read the following terms and conditions before proceeding:

https://www.paypal.com/gr/webapps/mpp/refunded-returns/

This promotion is valid for the following countries: Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland.





FAQ - Changing or canceling orders

What are your payment options?


We offer several payment methods, our main payment methods are PayPal, CreditCard and DIRECTebanking. Please keep in mind that offered payment methods may vary by the country of destination. Once all items have been added to the basket and you have already selected the courier, all available payment methods for your destination country will be shown.

For online payments made by credit card, the 'Secure Socket Layer' (SSL) security system is used, which allows encrypting your banking information when on the network.




Is it safe to use my credit card on your website?


YES! All purchases in our website are guaranteed maximum security! OceanDevil takes internet payment security very seriously.

When you order online, your bank details are encrypted and sent to our server using the SSL protocol (Secure Socket Layer). This payment protocol is standard and known for transmitting data securely by internet. They are never stored.




Why was my payment declined?


Please verify that your credit card number and expiration date are correct. Also, please note that we accept Visa, MasterCard, JCB, American Express and Maestro for credit card payments.

Sometimes your bank can hold the money on your card during a security time, to make sure that you really want to make the purchase. This is especially common if you do not shop online very often; If you have tried to make multiple purchases in a short period of time; Or if your card is very new.

We recommend that you call your bank to notify them that you have tried to buy from an online store. This way they can confirm your identity and enable its use. In any case, if the error messages come from your bank and not from our store, we recommend that you call your bank first to get more information about it.




When will I be charged VAT?


For orders being shipped within Israel, VAT will be included at checkout to the product prices you see on our website.

- For orders being shipped to countries out of Israel, no VAT and no sales tax will be included in the product prices you see on our website and you will not be charged any taxes by us. However your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. The courier will charge you any taxes or customs directly. As taxes and customs may also depend on product category as well as declared amount, we are not able to provide you with any further details. We would recommend you to consult your local Customs office, which will happily assist you with further information.




Is there any extra charge not shown on the website?


NO! but for orders being shipped world wide not including Israel, no VAT and no sales tax will be included in the product prices you see on our website and you will not be charged any taxes by us. However your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. The courier will charge you any taxes or customs directly. As taxes and customs may also depend on product category as well as declared amount, we are not able to provide you with any further details. We would recommend you to consult your local Customs office, which will happily assist you with further information.




How do I know if my payment has been accepted?


Once we have received your payment we will send your order immediately if all the products are in stock. We will also send you a confirmation email when the shipping process has started. If any problems occur with your payment we will contact you by email.




How long can I wait to pay my order?


Once you have placed your order, you have to pay within 15 days. On the 16th day we will cancel your order.




Can I submit my payment even though the time to pay for my order has expired?


Please contact our Customer Service by email and give us your order number. If we have your items available we can reactivate your order and proceed with the shipment once we have received your payment.




What is PayPal?


PayPal is a payment method for online purchases which offers you to pay quickly and more securely with just an e-mail address and password or mobile number and PIN. No need to re-enter your card and delivery details every time you check out.

PayPal does not only offer you a secure and fast payment solution, but also allows you to send money almost anywhere in the world in seconds.




How do I use PayPal as payment option?


You can easily sign up with just an e-mail address and password by creating your account on: https://www.paypal.com.




How do I use PayPal as payment option?


If you would like to pay per PayPal when placing an order, please click on the PayPal option when checking out. New PayPal users who would like to use PayPal as payment method, will be redirected to the PayPal website to sign up for an account.




PayPal Refunded Return Service, what is it and how can I benefit from using it?


You can now have free returns on orders paid with PayPal! This means that if you want to return an unwanted item, the shipping costs of sending it back to us will be refunded by PayPal directly in your PayPal account. You need to activate this promotion before making a purchase in order to qualify.

Please read the following terms and conditions before proceeding:

https://www.paypal.com/gr/webapps/mpp/refunded-returns/

This promotion is valid for the following countries: Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland.





FAQ - Other useful information


You can cancel your purchase, if your order has yet not been shipped. Please e-mail or call us immediately, our Customer Services Team will happily assist you.




Can I add an item to my order?


YES! You can add an item as long as your order has not been shipped. Please e-mail or call us immediately, so our Customer Services Team will happily assist you. We need you to provide us with the reference number of the product you would like to add. You can find the reference number once the item has been added to the basket. Orders which have already been shipped cannot be modified anymore.





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