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Frequently Asked Questions


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ORDERING
DELIVERY
RETURNS
GENERAL
FAULTY PRODUCTS / WARRANTY CLAIMS
REPAIRS
WATERPROOF PRODUCTS
LATEX
SPRAYDECKS
CE TESTING / HEALTH AND SAFTEY ISSUES


ORDERING

Are the products available to buy on this website actually in stock?
Yes. Occasionally we allow customers to pre-order brand new or shortly to re-stock products. In this case it will be very clearly stated that it is available to purchase on pre-order.

Can I place a telephone order?
Yes, please call 01822 832 333 (Monday to Friday 9:00am to 5:00pm) where a member of our team will take your order. We can accept payment via credit or debit card over the phone.

Can I visit your shop?
Yes. We are here Monday to Friday 9:00am to 5:00pm. We have a small showroom where you can try on products, ask advice and purchase from us.

Nookie
Unit 1 Delaware Industrial Estate
Delaware Road
Gunnislake
Cornwall
England
PL18 9AR


DELIVERY

How much is postage?
Postage is FREE for all orders for delivery within the UK.
£6.95 to Europe
£9.95 to the Rest of the World

Do you deliver overseas?
Yes, we deliver all over the World.

Can you leave my parcel in a safe place?
Unfortunately we are not able to instruct the postal service to leave parcels in a safe place.

Who will deliver my parcel?
If you order is under 2kg it will arrive via the Royal Mail. For heavier orders we use UPS couriers.

What happens if I am not home?
The Royal Mail will leave the package at your nearest collection office for you to collect. They will leave a calling card to say they have attempted delivery and at which post office your parcel is being held for collection.

UPS will leave a calling card if they were unable to deliver. You will then be able to schedule a redelivery, free of charge.

My order has not arrived, what should I do?
If you have ordered on a UK Standard 48H service, your order should arrive with you within 2-3 working days.
If you have ordered on a UK Next Day 24H service, your order should arrive with you within 1-2 working days. These timings are set by Royal Mail.
(Please note, our last despatch time is 2pm each working day, so if your order was placed after 2pm it will be despatched on the next working day.)

If your order has not arrived in the time frame stated above, please contact our customer service team by either calling 01822 832 333 (Monday to Friday 9:00am to 5:00pm) or emailing info@nookie.co.uk and we will track your parcel. (Please note, Royal Mail do not class a parcel as undelivered until 15 days from posting. We will do our best to make sure your order arrives with you in a timely fashion.)


RETURNS

How long do I have to return an item?
You have 30 days from the date on which the goods were received to return any item.

How do I return an unwanted product?
1. Please repackage your item, and fill in our downloadable returns form that can be found HERE. Alternatively, using your invoice/delivery note tell us what you wish to return and the reason. In case you have already disposed of your invoice/delivery note, please attach a letter with your contact details or order number so we can identify the return.
2. Choose a courier or local postal service that you prefer. We recommend that you choose a tracked service so that you can follow your parcel. You will be responsible for the cost of returns.
3. Ensure that you address the parcel to:

Nookie
Unit 1 Delaware Ind Est
Delaware Road
Gunnislake
Cornwall
England
PL18 9AR

Customised products are not eligible for refund.

Do you offer a free returns service?
Unfortunately at present we are unable to offer a free returns service so it is your responsibility to ensure their safe transit back to us. We would recommend you use a tracked service, especially for more expensive items.


GENERAL

My question isn't listed here, what should I do?
Please contact a member of our team, by either calling 01822 832 333 (Monday to Friday 9:00am to 5:00pm) or emailing info@nookie.co.uk


FAULTY PRODUCTS / WARRANTY CLAIMS

There is a fault with my product, what should I do?
Nookie offer a one year guarantee on all our products against faulty workmanship and materials. This guarantee is valid to the original retail consumer purchaser only and a proof of purchase will be required.

1. Please package your item, and fill in our downloadable returns form that can be found HERE. Alternatively, please include a cover note explaining the problem, your return address and contact details (daytime telephone number/email address.)
2. Please include a copy of your proof of purchase to validate your warranty.
3. Choose a courier or local postal service that you prefer. We recommend that you choose a tracked service so that you can follow your parcel. You will be responsible for the cost of returns.
4. Ensure that you address the parcel to:

Nookie
Unit 1 Delaware Ind Est
Delaware Road
Gunnislake
Cornwall
England
PL18 9AR

If a product is found to be defective due to a manufacturing failure Nookie will repair or replace, at their discretion, any defective part. Nookie must receive the faulty item back before any repair, refund or replacement can be actioned.

If you have any questions, please contact our customer service team, by either calling 01822 832 333 (Monday to Friday 9:00am to 5:00pm), or emailing warranty@nookie.co.uk

Are latex seals or fabric dry-socks covered under warranty?
No, unfortunately latex seals and fabric dry-socks are not covered under any guarantee due to their fragile/vulnerable nature.

I do not have a copy of my receipt, can I still claim against Nookie's warranty guarantee?
Without proof of purchase we cannot validate your warranty claim. However, please contact our customer service team, by either calling 01822 832 333 (Monday to Friday 9:00am to 5:00pm), or emailing warranty@nookie.co.uk , who will offer the best solution available. If the fault is repairable, we will offer the repair for a nominal fee.


REPAIRS

How much do repairs cost?
Please see our repairs page HERE. If your repair is not listed, please contact our customer service team by either calling 01822 832 333 (Monday to Friday 9:00am to 5:00pm), or emailing warranty@nookie.co.uk , for a quote.

How do I return my repair?
1. Please package your item, and fill in our downloadable returns form that can be found HERE. Alternatively, please include a cover note explaining the problem, your return address and contact details (daytime telephone number/email address.)
2. Choose a courier or local postal service that you prefer. We recommend that you choose a tracked service so that you can follow your parcel. You will be responsible for the cost of returns.
3. Ensure that you address the parcel to:

Nookie
Unit 1 Delaware Ind Est
Delaware Road
Gunnislake
Cornwall
England
PL18 9AR

4. Please indicate on your returns form/ cover note how you would like us to take payment for your repair, please see details below:

How do I pay for my repair?
We can accept payment in a number of different ways, so please indicate on your returns form / cover note how you would like to pay:

• Please include a cheque for the total amount (if known) made payable to 'Nookie'.
• We can call you for payment via credit or debit card over the telephone (please include your best daytime contact telephone number with your returned product).
• We can email you an invoice with our bank details for you to pay by bank transfer/bacs (please include your email address with your returned product).
• We can send you an invoice via PayPal (please include your email address with your returned product).

Can I bring a repair to your office/factory/shop?
Yes. We are here Monday to Friday 9:00am to 5:00pm, so if it is convenient for you to drop in to give us a repair, please do.

Nookie
Unit 1 Delaware Industrial Estate
Delaware Road
Gunnislake
Cornwall
England
PL18 9AR

When will my repair be returned to me?
Please allow up to 21 days for items to be repaired and returned to you. We always try to complete returns as efficiently as possible, so if you have a specific date you need the product back by, please contact us in advance and we will be able to confirm if we can process the repair in time for your deadline. 01822 832 333


WATERPROOF PRODUCTS

My drysuit is leaking, can you pressure test it?
Yes, if your drysuit is leaking, we can evaluate its condition and offer a free pressure test. We will then offer you a quote for any repair work that may be needed. However, please be warned, if your suit is well-loved and is past the point of repair / unable to be repaired we will try to break the news to you gently.

I have a pair of Nookie Evolution Trousers with latex ankle seals, can you retro-fit fabric socks (or vice versa)?
Yes! Our cleverly designed UK made products are fairly versatile. We can exchange the socks and latex ankle seals on our Pro Bib Pants, Pro Bib Pants WW Edition and Evolution Trousers. Please see our repairs page for prices HERE.

The feet are leaking in my dry trousers/dry suit. Can you replace them?
Yes, please see our repairs page for prices HERE.

Remember, to prolong the life of your fabric dry-socks always remove any dirt/debris/grit from the inside and outside of your socks and rinse them in clean fresh water after every use, and dry away from direct sunlight. Always wear soft socks inside the dry-socks and protective shoes/socks over the top. And don't forget to keep your toenails trimmed!

What's DWR / WR?
Durable Water Repellant / Water Repellant. DWR or WR are used on all our waterproof products. The waterproof membrane in the fabric stops you getting wet, but the DWR prevents water from saturating a garment's exterior. Without DWR a garments exterior can become waterlogged and heavy.

How do I know if the DWR is still working?
Test your garment by sprinkling or spraying some drops of water on its exterior. If the water beads up and rolls off and after a strong shake most of the moisture flies off, then the DWR is doing it's job.
If, however, the water sits on the fabric and that section begins to darken slightly, water is making its way to the fibres and wetting the fabric. It's time to revive your DWR.

How do I revive the DWR?
The first step is to clean your garment. DWR can diminish for a number of reasons, dirt, bacteria, body oils and abrasion. Often they can be rejuvenated very easily by tumble drying (less than 40degrees and not if you have latex or neoprene seals), ironing (cool iron, be careful of the seals) or cool to warm hair dryer-ing.

Can I reproof my waterproof product?
At this point in time we do not recommend any store bought washes or sprays. We simply have not tested them all to confirm their performance or suitability for our products. If you choose to use a re-proofing product, make sure you follow the manufacturers guidelines and test it on a small inconspicuous area first.

However, if you are getting wet, reproofing your garment will not make it immersion proof. It may temporarily improve the situation, but in our experience the improvement may not be noticeable. You'll probably be better off finding the leaks and fixing them with glue, or if they are too extensive, you may have to purchase a new one.

My garment 'wets out' all the time /  the DWR has stopped working. Will this stop my garment 'breathing'?
No, modern fabrics maintain their breathability / MVT (Moisture Vapour Transmission) when wet or dry.
Also, it's good to know,  DWR coating does not impair your jacket's breathability. Rather than coating a textile's entire surface, DWR coats individual fibres, leaving the space between the fibres open for breathability.


LATEX

The latex on my neck seal is too tight! Can you fit a bigger neck seal?
Did you know you can cut the neck down to make it bigger? All latex neck seals are designed to fit tight, but they are also designed to be cut down to fit you comfortably. There are little visible rings on the inside of the neck. Simply cut along the line carefully with a sharp pair of scissors one ring at a time until you get a good fit.

But yes, if you have a Small or Medium jacket or drysuit we can fit a bigger seal. Unfortunately we do not have any bigger seals than the size already in our Large, XL and XXL jackets or drysuits.

Please see our repairs page for prices HERE.

I'm scared to cut down my seal, can I stretch it instead?
Stretching it will damage it, cutting won't (as long as you take reasonable care and can cut in a reasonable line).

I've cut my neck down too far and now it's letting in water, what can I do?
If you send the product back to us, we can replace the neck for you - Please see our repairs page for prices HERE.

How long should latex seals last?
The average life of a latex seal is 18 months to 2 years from when it's made. Sometimes latex can last a lot longer than this, but unfortunately, sometimes not. No one guarantees them because they are fragile, in the same sort of way that eggs are fragile.

Can I protect my latex seals with anything?
Yes, you can use silicone fluid, available HERE. This will keep the latex supple and lubricated to help protect against ageing. However, it is still important to look after your latex by keeping it clean and dry between uses, out of direct sunlight, away from heat, oils (suntan lotions, vaseline, moisturisers), metals (watches, jewellery, coathangers).


SPRAYDECKS

My spraydeck / skirt keeps blowing, is there something wrong with it?
It most likely means you have the wrong size spraydeck / skirt for your kayak cockpit.

How do I choose the correct size of  spraydeck / skirt?
Measure all the way round under cockpit rim using a tape measure or piece of string. Compare the circumference measurement the size chart on our website HERE. Some spraydeck deck sizes can overlap on the size chart, it depends on how tight a fit you prefer.

I have a rip in my neoprene spraydeck, is this a manufacturing fault?
If you have a tear, split or rip in your spraydeck it is unlikely to be a manufacturing fault. We use high quality neoprene with high density foam (used for diving) in all of our neoprene spraydecks. In our experience the neoprene will not simply 'split' without an external force. Usually it is one or more of the following examples;
1. It has been caught on something sharp (river rescue knife/nail etc).
2. The edge of your composite cockpit is not chamfered enough and has a sharp or 'right angle' edge that causes immense pressure on the spraydeck as it folds round. A bit like the stiletto and the elephant on your foot example of exerted pressure.
3. It has been rubbing against something abrasive, such as velcro.
4. The deck has been subjected to a lot of 'paddle-bashing' where the user accidentally hits the deck when making aggressive strokes, especially with a composite cockpit.

Why has the latex on my spraydeck gone sticky?
Latex is a natural product and although it is unusual, it can deteriorate when exposed to certain things; chlorine, petroleum based products (vaseline), sun cream, pollution, over-heating, age etc. Unfortunately, if the latex has started to go sticky there isn’t anything we know of that you can do to fix it.

You have a lot of different types of spraydecks, which one should I choose?
We design and manufacture a variety of spraydecks because although their main function is the same (to keep the water out of your kayak) there are lots of different disciplines of kayaking that require different levels of protection. Read our blog HERE to help you make your decision.


CE TESTING / HEALTH AND SAFTEY ISSUES

What does PFD mean?
Personal Floatation Device.

How do I test floatation in Buoyancy Aids / PFD's for Outdoor Activity/Education Centre Use?
As a manufacturer we are obligated to supply a product that conforms to CE standards at point of purchase. This is adhered to, all our Buoyancy Aids / PFD's are approved under either CE ISO12402 or CE EN393 and marked internally accordingly.

In the EU there is no obligation that the Buoyancy Aids / PFD's must meet any floatation standard for usage after purchase. As with all PPE (Personal Protection Equipment) employers must check PPE issued for wear and tear or damage on a regular basis. Individuals, centres, clubs or employers may set their own additional quality standards - in particular; the amount of buoyancy required will depend on the situation, and therefore users should make their own assessment of this.

The foam used in buoyancy aids is expected to lose a percentage of its buoyancy over time and almost certainly will not provide test results to the same number of Newtons in the original CE Test. (The EN393 and the ISO12401 are designed to accommodate the expected loss of buoyancy over time.) The foam will deteriorate during normal usage but other factors will accelerate the process such as storage, compression, heat, sunlight and frequency of use.

Therefore, with regard to floatation testing, we cannot recommend any test because it will not be the same test that our buoyancy aids must be subjected to and pass for CE approval. Any test performed is likely to have considerable inaccuracies performed outside laboratory conditions.

What is the lifespan of a Buoyancy Aid / PFD?
As a manufacturer we would expect a buoyancy aid in regular use to have a life span of approximately 3 years, but certainly no more than 5 for safety reasons. However, other factors can reduce its life time.

What does the CE EN393 or CE ISO 12402 on my Buoyancy Aid / PFD mean?
All lifejackets and buoyancy aids have to be CE approved and marked. This shows that the product has been tested and approved to European standards.

CE EN393 and CE ISO 12402 are essentially the same standard, the CE ISO 12402 was brought in most recently to keep up to date with legislation in Europe. Both standards are still valid.

CE EN393 and CE ISO 12402 approved products are intended for use in sheltered waters where more bulky or buoyant devices would impair the user’s activity or actually endanger the user, and when help is close at hand and the user is a conscious, competent swimmer. Most common uses are active water sports such as dinghy sailing, board sports, kayaking, canoeing and on personal water craft (jet skis).

Why does my Nookie Rivermonster Buoyancy Aid / PFD have 50N printed inside, but the swing ticket states it is a 70 Newton Buoyancy Aid / PFD?
Newton is the unit for force and the abbreviation for it is ‘N’.  50N defines the standard is set at 50 Newton minimum buoyancy (adult sizes) CE EN393 or CE ISO 12402.

The Rivermonster is tested to the CE EN393, 50N. It passes with more than 70N of buoyancy, this is why 70N is printed next to the size (SM or LXL) on the inside back of the Buoyancy Aid / PFD.
 
This is a 70N buoyancy aid.

Why does my Buoyancy Aid / PFD have a smaller number of Newtons printed next to the size than the 50N stated in the CE Standard?
The CE Testing Standards take into account the size and weight of the user through various float tests. All our buoyancy aids pass with floatation above the minimum required. The internal print shows the minimum floatation required in Newtons for each size, for example SM 45N.

All of our Buoyancy Aids / PFD's are approved printed with a 'greater than symbol' > to indicate it has passed with more Newtons of floatation than the minimum.

*NOTE: Please note that NKE/Nookie buoyancy aids (PFD's) are approved to the European CE standard ISO 12402 50N. They are not tested for US Coastguard Approval. It is legal to sell/purchase/use them in the USA but you should be aware that there may be a legal requirement to carry additional items in order to satisfy local safety legislation. For further information please do not hesitate to contact us.

What is the lifespan of my Bumper Helmet?
The helmet is a complete system consisting of shell and harness. The useful life of the helmet is affected by many factors, including heat, cold, prolonged exposure to direct sunlight, abrasion and misuse.

The helmet should be examined before each use for obvious signs of cracking, brittleness, or damage to either shell or harness. Under normal circumstances the helmet should offer protection for up to 5 years.

However, under intensive use situations, this protection period could be substantially reduced.