General FAQs
Northern Diver Frequently Asked Questions
What are your opening hours?
We're Open:
Monday to Friday
8:30am - 5:00pm
Saturday
9:00am - 12:30pm
We are closed on Sundays.
If you can't make it in at any of these times, don't worry! If you're keen to speak to us in person, or try items on, we may be able to arrange a special opening, or stay open after business hours for you. (Please give us at least 24 hours notice to try and accommodate your request).
Alternatively you can order online 24/7, send us an offline message, speak to our Virtual AI assistant Sirena, or get in touch on social media.
Monday to Friday
8:30am - 5:00pm
Saturday
9:00am - 12:30pm
We are closed on Sundays.
If you can't make it in at any of these times, don't worry! If you're keen to speak to us in person, or try items on, we may be able to arrange a special opening, or stay open after business hours for you. (Please give us at least 24 hours notice to try and accommodate your request).
Alternatively you can order online 24/7, send us an offline message, speak to our Virtual AI assistant Sirena, or get in touch on social media.
My payment won't go through?
Our system was recently updated and configured to be more secure when it comes to paying with your debit or credit card via our online store.
Please ensure that all the details on your card and bank information match precisely with the information you have given our payment system.
This could include your name, your address, your numbers, expiry dates, etc.
Alternatively, you could try to finalise your transaction with PayPal, which is equally as secure as paying with your card.
If you need further assistance or advice, give us a call on: 01257 256930.
Please ensure that all the details on your card and bank information match precisely with the information you have given our payment system.
This could include your name, your address, your numbers, expiry dates, etc.
Alternatively, you could try to finalise your transaction with PayPal, which is equally as secure as paying with your card.
If you need further assistance or advice, give us a call on: 01257 256930.
Can I call a department within Northern Diver direct?
Yes, this is possible, the direct phone numbers are:-
| Accounts | +44 (0)1257 256932 |
|---|---|
| Despatch | +44 (0)1257 256946 |
| Repairs | +44 (0)1257 256937 |
| Sales - Online | +44 (0)1257 256944 |
| Sales - Retail | +44 (0)1257 254444 |
| Sales - Trade | +44 (0)1257 256942 |
| Sales - Fire & Rescue | +44 (0)1257 256934 |
| Sales - Commercial | +44 (0)1257 256949 |
| Sales - Military | +44 (0)1257 256935 |
| Sales - Export | +44 (0)1257 256936 |
Where are you based? Can I visit?
You're more than welcome to visit our showroom and take a look. We do our best to make sure everybody feels very welcome. Whether you need a made-to-measure; just want to try on some kit, pick up spare, a new bag or you're looking for a new drysuit; you can grab a coffee while you talk through options with our friendly and knowledgeable staff.
Our HQ and shop are based in Appley Bridge, Wigan.
We're just a 5 minute drive from junction 27 of the M6, travelling towards Parbold, and located on Appley Road North. Our postcode is WN6 9AE.
We're also conveniently only a 5 minute walk from Appley Bridge train station which is on the Southport to Manchester railway line.
Can I become a Trade customer?
Here at Northern Diver we offer trade accounts. Please click here to register your details and find out if you qualify. We'll email you to confirm your acceptance. Once your trade account has been confirmed you can view all trade prices and shop easily online when logged into your account.
N.B. When you're not logged into your trade account, retail prices are shown. If you have any queries please don't hesitate to contact us. Tel: +44 (0) 1257 25 44 44.
N.B. When you're not logged into your trade account, retail prices are shown. If you have any queries please don't hesitate to contact us. Tel: +44 (0) 1257 25 44 44.
Delivery
When will I receive my order?
Here at Northern Diver, we try to get your order out of our warehouse and to you, as quickly as possible. That's why we keep such a large stock holding on site. However, delivery times may be extended during busy periods.
If all items on your order are stock, you can expect it in the below timescales:
These delivery times are estimates and are not guaranteed. We and our couriers may encounter unforeseen circumstances or events beyond our control. Deliveries can be delayed no matter which delivery service you select, in these unusual circumstances please rest assured we will work to get your parcel to you as soon as possible.
If all items on your order are stock, you can expect it in the below timescales:
| UK Mainland Delivery Times | |
|---|---|
| Monday – Friday before 2pm | Next Working Day |
| Monday – Friday after 2pm | 2 Working Days |
| Saturday & Sunday | 2 Working Days |
| UK Extended Areas Delivery Times | |
|---|---|
| Monday – Sunday | 3 – 5 Working Days |
| International Delivery Times | |
|---|---|
| Monday – Friday | 3 – 5 Working Days |
Please note: UPS do not deliver on weekends. This means that if you order Next day and choose this service on a Friday before 2pm, it will still only arrive on Monday.
EU Areas
Due to changes made by HMRC, orders being shipped to EU countries won't be shipped on the same day as they're invoiced. We will ship EU Orders on the next working day. This is part of the UK's tax and customs agreement with the EU and therefore only applies to EU orders. It doesn't affect domestic or Worldwide shipments, they remain the same.
How can I track my order?
Once we've processed your order, we'll let you know by sending you an email. We'll also email when we've dispatched your order and to provide you with a tracking number from the courier service you chose at checkout.
You can also check the status of your order at any time by logging in to your online account and pressing the Orders button.
You can also check the status of your order at any time by logging in to your online account and pressing the Orders button.
Can I collect in-store?
Yes, of course. When you go to the online checkout, you can opt to collect your items from our Appley Bridge shop. We'll let you know when your order is ready for collection. This will usually be ready the next working day.
What if no one is in?
If your order doesn't need a signature and there's no one in, our carriers may attempt to leave it with a neighbour or in a safe, secure place on your property. However, if neither of these options is available, or a signature is needed, they may take your parcel to a depot.
One of our major couriers, UPS, might leave your package in one of their many Access Points.
Usually the courier will leave a card to advise you of what they've done, or to confirm that the parcel has been returned to the local depot. You can then contact the courier to arrange collection or to schedule a new delivery date.
One of our major couriers, UPS, might leave your package in one of their many Access Points.
Usually the courier will leave a card to advise you of what they've done, or to confirm that the parcel has been returned to the local depot. You can then contact the courier to arrange collection or to schedule a new delivery date.
Will I be charged customs and exports duties?
Your Northern Diver parcel might be charged customs or import duties if the delivery address is outside of Great Britain. This depends on where your order is being shipped to and the value of your order. If your parcel is charged, it's up to the person receiving the parcel to cover these costs.
Unfortunately, these charges are out of Northern Diver’s hands. They vary widely from country to country, so we’re unable to predict what the charges for your particular order might be. For more accurate information, we suggest you get in touch with your local customs office. That way you won't be surprised if there's any unexpected, additional delivery charges for you.
Unfortunately, these charges are out of Northern Diver’s hands. They vary widely from country to country, so we’re unable to predict what the charges for your particular order might be. For more accurate information, we suggest you get in touch with your local customs office. That way you won't be surprised if there's any unexpected, additional delivery charges for you.
Can you tell me how much delivery will cost before I order?
We know shipping often “makes or breaks” your decision to purchase from us online. We have a shipping calculator built into our website that allows us to offer you real time shipping rates in the hope of giving you the best price. Shipping is calculated based on your delivery address, combined item weight and box dimensions.
You will be given a range of shipping choices to choose from once you have added the items into your basket and started the checkout process.
If you decide shipping is too expensive or we cannot provide your preferred courier or something is inconvenient in some way you are free to abandon your basket and stop the checkout process. A Northern Diver representative will most likely contact you in this event to check if we can assist in anyway. We do try to give you the best price automatically but that is not always possible and it may be that we can help you the good old fashioned way, in person.
You will be given a range of shipping choices to choose from once you have added the items into your basket and started the checkout process.
If you decide shipping is too expensive or we cannot provide your preferred courier or something is inconvenient in some way you are free to abandon your basket and stop the checkout process. A Northern Diver representative will most likely contact you in this event to check if we can assist in anyway. We do try to give you the best price automatically but that is not always possible and it may be that we can help you the good old fashioned way, in person.
Repairs
My drysuit needs repairing but it's not a Northern diver suit, can you help?
Not at the moment no, sorry.
Because of the dedication and care of our team, their skills are highly sought after. At the moment we are only accepting alterations and repairs on Northern Diver drysuits.
Occasionally we offer a repairs and alteration service for none Northern Diver suits. You can call to check, or check back here to see any updates.
Because of the dedication and care of our team, their skills are highly sought after. At the moment we are only accepting alterations and repairs on Northern Diver drysuits.
Occasionally we offer a repairs and alteration service for none Northern Diver suits. You can call to check, or check back here to see any updates.
Why have you moved your Repairs booking system online?
We wanted to be more transparent and give you, our customers, more information and control. By having online updates on your Repair, you'll be notified once your suit has been booked in, when it moves through from being tested to repairs and finally to dispatch. We'll send you emails about your suit's progress and if it needs work, we'll show you evidence along with a quote. We'll email you at every stage of the process and you can login to your online account any time and check where your suit's up to.
What do I need to be able to use the new system?
All you need is an email address and a Northern Diver online account. You might already have an online account if you've bought from us before. If you do, you'll just need to activate it by setting up a password. If you don't have an online account, it's easy to set one up.
How do I book a suit in on the online system?
Use this step-by-step guide. If you have any problems, you can always online chat with us, email or call.
Will this online system cost me more?
No, we've not invested in the system at your expense. You'll be charged the same price online as you'd be charged in our standard price list in the shop or over the phone. If you're a Retail customer you'll see and pay our Retail prices. If you're one of our Trade customers, you'll be charged Trade price.
With this online system, will you still give the same level of care to my suit?
Of course! Our Repair's team will always take extreme care and consideration over every suit that passes through their department. We've introduced this new system to make it easier for them to provide you with the same great service. Your Repair will be looked after by the same dedicated people.
Can I pay for my repair / alteration on collection?
Unfortunately not, this isn't possible.
Because in the past we've had backlogs of unclaimed repairs and occasionally some payment confusion (when repairs have been collected by friends or family), ALL the repair work and/or alterations must be paid for, in full, before any repair work can commence.
This means that repairs can simply be picked up on completion, with no fuss.
Please note: Pre-payment also applies to many of the other services we offer including made-to-measure drysuits, diving regulator and scuba cylinder servicing.
The only exception to the above infomration is if you have different payment terms already in place with us. If you have a business account with Northern Diver and usually pay via invoice, your Repairs will also be charged in this manner.
Because in the past we've had backlogs of unclaimed repairs and occasionally some payment confusion (when repairs have been collected by friends or family), ALL the repair work and/or alterations must be paid for, in full, before any repair work can commence.
This means that repairs can simply be picked up on completion, with no fuss.
Please note: Pre-payment also applies to many of the other services we offer including made-to-measure drysuits, diving regulator and scuba cylinder servicing.
The only exception to the above infomration is if you have different payment terms already in place with us. If you have a business account with Northern Diver and usually pay via invoice, your Repairs will also be charged in this manner.
I need my suit repaired quickly. How long does it take?
We always aim to complete drysuit repairs in under 10 days. However, during busy periods, repairs can take up to 4 weeks - this is from booking in to completion. If you need your suit by a certain date, please let us know and we'll try to accommodate it.
To ensure your suit is repaired in 5 working days or less, we offer a Fast Track service. This guaranteed speedy repair is charged at an additional £45.00. We operate this service to help divers in need of a fast drysuit repair.
You can check our current Repairs Turnaround time by clicking on the following link
To ensure your suit is repaired in 5 working days or less, we offer a Fast Track service. This guaranteed speedy repair is charged at an additional £45.00. We operate this service to help divers in need of a fast drysuit repair.
You can check our current Repairs Turnaround time by clicking on the following link
How does Fast Track work?
Our Fast Track service provides you with the option to "beat the queue" to a certain extent. If you need your suit in a hurry, you can pay the additional £45.00 for Fast Track to guarantee a 5 working day turnaround time for your alteration or repair.
Do I have to decide straight away if I want to Fast Track?
Not with our online system, no. You can decide you'd like to Fast Track your suit up until after its initial Pressure Test. This means that if a last minute dive trip opportunity comes up you can still get your gear and go!
Can I drop my suit off and collect it from your shop?
Absolutely! If you're local to our Appley Bridge shop, or you're passing through the area, you're more than welcome to stop by, have a browse and pick up a coffee. We know that this can sometimes be easier and cheaper than having your suit collected or delivered. You can also choose to drop the suit off and still have it delivered or send it to us and collect it once repaired - whatever is easiest for you. For collections simply visit the shop and our team will retrieve your suit from the collection area. You can make sure your suit is ready for collection by checking your online account but we will also contact you to let you know it is ready to be collected. We will contact customers regularly that have suits left in the collection area for a period of time to advise that they are ready to collect. Suits that are left for more than 6 months without any contact with the owner, will be disposed of.
Do I have to know what's wrong with the suit to send it to you?
No, you don't need to know what's wrong with it - it's our job to find out for you. If you suspect the suit has leaks you can let us know, or you can simply tell us that you don't know what the problem is. We do a full pressure test on every suit so we can let you know if there are any problems, areas that need looking at or if you need to replace anything.
What if I just want alterations to my suit?
Our Repairs System is also the place to book in suit alterations you'd like. You can book your suit in for alterations and repairs or just alterations. If the alterations you're looking for aren't on the list we provide, then please add them to the comments box - we'll try our best to make the changes you request. If we can't make any of the alterations you've asked for, one of our team will let you know.
Can wrist or neck seals be changed over from Latex to Neoprene or vice versa?
Yes you can.
Latex to Neoprene, is no problem for either the neck or wrist seals and can easily be changed.
Neoprene to Latex is a little more difficult, wrist seals are not usually changed from neoprene to latex, as inherently, latex wrist seals are shorter than neoprene ones and therefore, the change would also shorten the arm length of the drysuit. However, if you really want to switch from neoprene ask and we'll make it happen.
Latex to Neoprene, is no problem for either the neck or wrist seals and can easily be changed.
Neoprene to Latex is a little more difficult, wrist seals are not usually changed from neoprene to latex, as inherently, latex wrist seals are shorter than neoprene ones and therefore, the change would also shorten the arm length of the drysuit. However, if you really want to switch from neoprene ask and we'll make it happen.
My direct feed hose is too short/too long can you customise the size for me?
No problem! Our team of highly trained engineers and technicians can normally manufacture a special hose for you. We can often do this within 24 hours of receiving your order.
Please note: Extra charges will apply for a custom made hose.
Please note: Extra charges will apply for a custom made hose.
What if the Repairs Service uncovers more issues with my suit?
We'll do visual checks on your suit and make cosmetic changes for free. If we find additional leaks or seals that'll need replacing soon, we'll put together a quote for the work and email it to you. You can then review the quote and either accept or refuse it.
What if I want repairs and alterations you don't list on the system?
No problem! That's why we have a Special Requests box in Step 2 of booking your Repair (The Additional Info step). You can let us know what you need, if there's a cost involved, you won't see it at this point, but you'll receive a quote from our Repairs Team who'll let you know the cost of the alteration you've asked for. At this point you can see the cost and choose to accept the quote and proceed, or refuse the quote and get the suit back (or only have the originally paid for work carried out if you've asked for additional repairs/ alterations).
How do I know when my suit is ready?
We'll email you to let you know. We'll either tell you your suit's ready to collect (if you chose collection when you booked it in) or we'll let you know once we've booked the courier you chose and we've sent your suit back to you.
You can also log in to your Online account and check the status of your suit, anytime.
You can also log in to your Online account and check the status of your suit, anytime.
What if I don't want to go through with the Repair you recommend?
That's absolutely fine. It's your suit, so it's your choice as to what repairs you have and pay for.
However, when we Pressure Test a suit we will always inform you if we uncover damage. Our Pressure Tests uncover leaks, not cosmetic issues. Any issues a Pressure Test uncovers that are not resolved can make a suit not fit for purpose. Where drysuits are concerned, this could pose potential danger to the suit user. If we believe a repair you've refused poses a risk, we will inform you of this because customer safety is of paramount importance to us.
However, when we Pressure Test a suit we will always inform you if we uncover damage. Our Pressure Tests uncover leaks, not cosmetic issues. Any issues a Pressure Test uncovers that are not resolved can make a suit not fit for purpose. Where drysuits are concerned, this could pose potential danger to the suit user. If we believe a repair you've refused poses a risk, we will inform you of this because customer safety is of paramount importance to us.
Products & Spare Parts
Which type of drysuit will suit me, membrane or neoprene?
The style that is best for you fully depends on what sort of diving you will do and where. Both have distinct advantages but generally speaking, it comes down to personal choice.
- Membrane drysuits are usually lightweight, consisting of three material layers which are laminated together and this drysuit material is very quick drying. However, the membrane material does not provide much thermal insulation and therefore, a thicker thermal undersuit would be required. The looser fit of the membrane suit means that they are very easy to put on and take off, offering increased overall comfort but the membrane drysuit material does not stretch and as such, the drysuit will not be as flexible as a neoprene style suit. A neoprene drysuit offers additional thermal protection, usually requiring a much thinner or lighter weight undersuit and the material moves with the diver (allowing a closer fit, without significant restriction) but the neoprene material is not physically as hard wearing as membrane drysuit material.
- Neoprene drysuits are probably the most commonly worn drysuits. Chosen by the majority of diving schools and dive centres, due to their flexibility additional thermal properties. In addition, most of our neoprene drysuit models are manufactured from a ‘hyper compressed’ neoprene material, to help reduce buoyancy issues and keep drysuit depth compression to an absolute minimum.
Can your stock drysuits be changed?
All our Northern Diver stock suits are fitted with neck and wrist seals as well as boots or socks of a standard size (detailed in our sizing charts) for the chosen suit. Please refer to the Suits Size Chart, in the documents section of our site to view the sizes fitted. We also include a size chart as an image on most of our suit product pages.
If our standard sizes of neck, wrist and footwear won't fit you, don't worry! We have a fantastic in-house Repairs and Alterations Team who can alter these parts and/or the suit so it'll be an ideal fit. If you need alterations made, please leave a note for special alteration requirements at check-out stage, or you can email or live chat message us.
Please note: Alterations on stock suits may be chargeable.
If you can't see a stock suit that fits your requirements, again please email or live chat to us - we'll be able to offer further advice or talk you through our Made-To-Measure Service.Can I buy replacement pockets for my Weight & Trim Harness?
Yes you can! We sell replacement weights pockets, replacement pocket housing and replacement thigh pockets all of which can be purchased directly from our website. The thigh and pockets themselves are each sold separately, the pocket housings are sold as a pair.
Can I buy replacement weight pockets for my Northern Diver Guardian weight integrated BCD?
Yes you can! Replacement pockets cost just £15 each. You can purchase them here, directly from our website.
Can I buy the pony clamp rubber strips separate?
Yes, you can get them from us and even buy online. However, there are two types so you'll need to know which you require. The "male" part clamps to the main cylinder, this is the smallest part of the two pieces. The female part is longer and is the piece that attaches to your pony bottle.
They are £5 per pair and can be ordered directly from the website.