Try another browser/device and clear cache/cookies; if issues persist, contact us with screenshots.

So sorry to hear it! We always recommend trying on a different browser or device, as this can often help. Try to also clear your cache and cookies and try again as a next step before getting in touch with our team. If this doesn&apos;t work, we may be having technical difficulties, so please get in touch with the team via the contact us page! Be sure to send us screenshots of any error messages or issues showing. We will try to get your order through, or let you know when we will be up and running again!

I'm having trouble placing my order, what can I do?

Use the homepage pop-up or the email box in the website footer—there’s a first-order treat too.

If you can&apos;t see the pop-up box when you enter our website, scroll down to the bottom of the website you&apos;ll see where to enter your email address. You&apos;ll also get a treat for your first order with us!

How do I sign up for the mailing list?

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dockandbay

Help with site issues, account access, pop-ups/newsletter sign-up, and general troubleshooting.

Website & Technical Help

Return Policy

Where do you ship to?

How long does shipping take?

How much does shipping cost? UK

How much does shipping cost? US

How much does shipping cost? EU

How much does shipping cost? AU

Where is my order shipped from?

Which courier is my order shipped with? UK

Which courier is my order shipped with? US

Which courier is my order shipped with? AU

Which courier is my order shipped with? EU

Do you deliver to PO boxes or BFPO addresses?

Where can I find my tracking information?

I've entered the wrong address, what can I do?

What should I do if I didn’t receive my order?

Shipping

How do I return my order?

When will I receive my refund?

How can I exchange an item?

I have been gifted an item and want to exchange it, what do I do?

Can I return a personalised item?

I have received a faulty item, what do I do?

How long do I have to return?

Returns & Exchanges

Do you offer a guarantee or warranty?

Do these towels actually dry you?

What is the difference between your towels?

What size poncho should I order?

My towel is stained, what can I do?

How do I care for my products?

What is the size, weight and thickness of the towels?

Where are your products designed and made?

Do your products contain any harmful chemicals?

What certifications do your products and factories have?

The product I want is out of stock, when will it be back?

Can I personalise my towels?

Do the sets come in the same packaging?

Products & Care

What is the 100% recycled material?

Why did you change everything to this 100% recycled material?

Why is using post-consumer recycled plastic better for the environment?

Sustainability

Do you offer payment plans?

I'm buying a gift and don't want the recipient to see the price, is that possible?

Can I cancel my order or change my address?

I made a spelling mistake with personalisation, what can I do?

Can I place an order over the phone or by email?

Which payment options do you have available?

Ordering

How do gift cards work?

How long do gift cards take to arrive?

Can I use gift cards in stores?

Can I part-pay with gift cards?

What happens to any remaining balance on my gift card?

Can I return/exchange my gift card?

Gift Cards

Are there any discounts available?

How do I apply a discount code to my order?

Do you offer student discount?

Do you offer key worker discount?

My discount code won’t work - what can I do?

Can I use two discount codes at the same time?

I missed out on an offer - can I still get the discount?

Discounts