How can we help you?

Apoio Profundo

How can we help you?

Help Center

Find a quick answer or browse through the categories. If you still need help afterwards, you can contact the Deeply team directly.

Orders and account

Can I modify or cancel my order?
Sorry, we cannot change your order once it has been processed. It is not possible to change the size or colour of the product, remove it or change the shipping address.

However, you can return the product within 30 days of purchase.
Why does product stock vary?
If a product, colour, or size is not on our website, it means it is out of stock.

Unless there has been a computer error, all products available on our website are in stock. In very specific cases, while preparing an order, we may detect that a product is defective and therefore not ship it. If any inconvenience occurs, our Customer Service team will contact you.
Is VAT included in the price?
All product prices include 21% VAT.
I forgot my password
If you have forgotten your password, you can request a new one by clicking the "Forgot my password" button on the login page. When you enter your email, you will receive a new password.

If you still have problems logging in, please contact Customer Support.
How can I edit my account details?
You can edit your account details at any time:

1. Log in to your account.
2. On the side menu, click on "My account details".
3. After making all necessary changes, click on "Save".

Payments

What payment methods can I use?
Once the payment details have been filled in, you must accept the terms and conditions to be redirected to the payment page. We accept different payment methods.

Personal and payment data are protected and no unencrypted information will be sent. All orders are processed with a secure connection using SSL (Secure Sockets Layer) protocol and other measures.

What is CVC/CVV/CID?
This is a 3 to 4 digit security code printed (not embossed) on the back or front of your credit card. It is a security measure to confirm that you are in possession of the card when making the payment.
When will I be charged for my order?
If payment is authorised, it will be processed immediately, and you will receive an email confirming that your order has been successfully placed.

Only paid orders will be processed. We will not charge you for any order that resulted in an error during payment.
I'm having trouble making the payment
If you're having trouble with the payment, please try again with another card or payment method, or contact your bank.

Shipping and tracking

Which countries or regions do you ship to?
You can place your order for delivery to any address within the following countries. Please ensure you select the country to which you want your order shipped:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal (mainland, Madeira and Azores), Romania, Slovakia, Slovenia, Spain (mainland, Balearic Islands, Canary Islands, Ceuta and Melilla), Sweden.
When will my order be shipped?
We try to ship all orders within 24 hours of payment and confirmation, with the exception of weekends and public holidays in Portugal.

Once your order is ready for dispatch, you will receive a tracking number via email.
How long does it take to arrive?
Your order will be delivered Monday to Friday, between 9:00 and 18:00. You may need to sign on delivery.

Estimated delivery times:
- 2 to 4 working days to mainland Portugal, mainland Spain and the Balearic Islands
- 3 to 7 working days to the rest of Europe
- 5 to 10 working days to the Azores, Madeira, the Canary Islands, Ceuta and Melilla

During promotional periods, delivery may take longer than usual.
How can I track my order?
Once your order has shipped, you will receive a tracking number by email, which you can use to check the status of your package.
Can I change the delivery address?
Once your order is in transit, you will not be able to change the delivery address.
Can I ship it to a different address?
You can provide a billing address different from the shipping address, to receive your order where it is most convenient for you (workplace, holiday home, etc.).
My order has not arrived
First, check any emails the courier has sent you and your spam folder. They may have tried to make the delivery or need further information to complete the delivery.

Contact the courier as soon as possible to prevent your parcel from being returned to our warehouse. If you need help, please contact Customer Service.
I have received an incorrect or incomplete order
If you receive a wrong product or something is missing, please contact Customer Support. Explain what happened and specify your order number.

Exchanges and returns

Can I exchange or return a product?
You have 30 days from the date of purchase to return an unused product.

If you wish to exchange it, select that option in the returns menu. You must return your order along with the original invoice to receive a refund or request a size exchange.

Damaged, worn, spoiled or incomplete items (including tag and packaging) will not be accepted. Wetsuits must be sent back folded, to avoid creases, and in their original packaging.
Is there a cost for returns?
Exchanges from mainland Portugal and mainland Spain/Balearic Islands are free of charge, as are returns refunded to a gift card.

The first exchange on each order is free; any further exchanges have a cost.

If you prefer a refund to your original payment method, a fee of approximately €3.95 applies for drop-off at a pickup point or home collection.
How do I make a return?
You must send a return request and follow the instructions we will send you.

If you have any questions regarding the procedure, please contact Customer Service: customerservice@deeply.zendesk.com.

If you choose a size exchange, please indicate the size of the product you need in the “Customer note” field.
Have you received my return?
We will send you a confirmation email once we receive the products and the return is being processed.
When will I receive the refund?
We will refund the amount paid within 10 days of your return arriving at our warehouse, so that we can process the order.

The refund will be issued using the same payment method used for the purchase, or to a gift card if you choose that option.

Your bank may take around 2 business days to process transfers.
I have received a defective product
If you believe the product is defective, please inform Customer Support, explaining the condition of the product and attaching photos.

You must inform us of the defective or damaged product within 14 days of receipt.

Warranty and care

What warranty do the products come with?
Deeply is responsible for wetsuits up to 3 years from the date of purchase (under legally applicable terms), against defects in neoprene, material, and manufacturing, upon presentation of proof of payment.

In the 3rd year, it is the customer's responsibility to prove that the problem already existed when the product was delivered by Deeply.

The product must be sent for analysis already washed, dry, and clean. If covered by the warranty, it will be replaced or repaired.

The warranty excludes, among others:
- normal wear and tear, scratches, and aging
- damage due to incorrect use, lack of care, inadequate storage, sun/heat, washing machine/dryer, or excessive chlorine
- tears from nails/sharp surfaces or excessive force
- incorrect size
- unofficial repairs
- professional use / rental / schools / instructors

Other products are warranted against defects for 3 years from purchase/receipt, under applicable legal terms.
How should I care for my wetsuit?
Wetsuit care tips:

1. Always wash with cold water and no soap (never use a washing machine or dryer). Remove salt, sand, and debris before drying.
2. Always dry in the shade, either hung up or folded in half. Never dry in the sun or with heat: seams can be damaged.
3. Avoid urinating in the suit to prevent bad odors.
4. Remove it carefully (using a mat or bucket), be mindful of your fingernails, and don't overstretch. Do not leave the wetsuit in a hot car. Store it hung up, not folded. Do not try to scrape off surfboard wax.
5. If you experience discomfort around the neck, use a cream (Nivea or petroleum jelly) to prevent irritation.
How should I wash and store the product?
Always wash with cold water and no soap. Never use a washing machine or dryer.

Dry in the shade. Store the wetsuit hung up, unfolded. Avoid direct sunlight, heat, and wet/folded storage.
My product has a quality issue
If you have any issues with an item you have purchased, please contact Customer Support. Explain the condition of the product and attach photos if possible.
I have received a defective product
Let us know via Customer Service within 14 days of receipt, describing the product's condition and attaching photos.
How do I choose my size?
Please consult the product size guide and choose the correct fit.

The wetsuit should feel snug at first. It will adapt to your body after 2–3 surf sessions.

If you are between two sizes, check the height/weight chart on the size guide page or contact Customer Support.
What wetsuit thickness do I need?
Thickness depends on water temperature and use:

- Colder water: thicker wetsuits (e.g. 4/3, 5/4)
- Temperate/warm water: thinner wetsuits (e.g. 3/2) or a shorty/lycra depending on conditions

Check the recommended temperature on each product page. If you need help choosing, contact Customer Service.