GOTCHA SUPPORT

  • ORDERING & PAYMENTS
  • REFUNDS & RETURNS
  • SHIPPING & DELIVERY
  • SIZE CHARTS
  • PRIVACY & SECURITY
  • TERMS & CONDITIONS


ORDER CONFIRMATION


You will receive an email to confirm that we have received your order. 

If you have a problem processing your payment online or are not certain if your payment was successful please contact the Customer Service.



OUT OF STOCK PRODUCT AND PRE-ORDERS


It is not possible to place an order for an out of stock product or pre-order new lines. 

You can however express your interest in an item that is not available by using the inform me button on the product page.

You will then receive an email as soon as the item becomes available in your chosen size and colour.



AMENDING OR CANCELLING AN ORDER


If you have any concerns about an order you’ve already placed please contact the Customer Service. 



REFUSAL AND CANCELLATION OF ORDERS


We reserve the right to refuse or cancel any order for any reason, including limitations on quantities available for purchase, inaccuracies, errors in product or pricing information,

problems identified by our credit and fraud avoidance department, security concerns, or inappropriate customer conduct.


If your order is cancelled after your credit card (or other payment account) has been charged, we will issue a credit to your credit card (via the original payment method only or via a voucher) in the amount of the charge. 

We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order.



PAYMENT METHODS


All card payments are validated and authorized prior to the completion of your order. We are not liable for non-delivery of your goods if your payment is not authorized.

We accept card payments from all major Credit and Debit cards. Transactions will be in GBP (pounds sterling). 

We also accept the following payment methods: Stripe, Paypal, Klarna & Amazon Checkout



PLEASE SEND ALL RETURNS TO OUR WAREHOUSE


If by chance you need or would like to return part or all of your order, you can return the product(s) within 30 days of receiving this order.


Returns are super simple and free with Collect+!

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

The product(s) must be in their original condition and packaging and with barcodes and labels still attached.


How to return a product?

1. Carefully pack the items into the parcel of your choice;

2. Ensure that the parcel is securely closed using adhesive tape;

3. Affix the return label provided to the parcel (the Collect+ returns slip);

4. Return the parcel following the instructions reported at the link http://returns.sorted.com/estarbrands.


We hope you are happy with your purchase, but if you need to arrange a return you can also contact us at returns@estarbrands.co.uk or call at +44(0)2079284056 for further information.



EXCHANGES


Currently we are unable to offer exchanges online.



REFUNDS


Once your return is received and inspected, we will notify you with an email to inform you know that we have received your returned item.

We will alert you of the approval (or rejection) of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.



SHIPPING POLICY


Thank you for visiting and shopping at GOTCHA. Following are the terms and conditions that constitute our Shipping Policy.



DOMESTIC SHIPPING POLICY


All orders are processed within 3-5 working days. Orders are not shipped or delivered on weekdays or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery

If there will be a significant delay in the shipment of your order, we will contact you via email or mobile phone.



PLEASE SEND ALL RETURNS TO


Please contact our Customer Service email for further information at info@eu.gotcha.com.


REFUNDS


Once your return is received and inspected, we will notify you with an email to inform you know that we have received your returned item,

and will alert you of the approval (or rejection) of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.




GOTCHA SIZE CHARTS




WOMENSWEAR

Centimetres 
WOMENS CREW SWEATSXSSMLXL
Chest100104108112116
Sleeve Length5253545556
Natural Waist100104108112116
Hips86909498102
Inches 
 XSSMLXL
Chest39.041.042.544.045.5
Sleeve Length20.521.021.522.022.5
Natural Waist39.041.042.544.045.5
Hips33.535.537.038.540.0
Centimetres 
 WOMENS HOODIESXSSMLXL
Chest106110114118122
Sleeve Length5253545556
Natural Waist106110114118122
Hips9296100104108
Inches 
 XSSMLXL
Chest41.543.044.546.548.0
Sleeve Length20.521.021.522.022.5
Natural Waist41.543.044.546.548.0
Hips41.543.044.546.548.0
Centimetres 
 WOMENS SHORTSXSSMLXL
Natural Waist6670747882
Hips104108112116120
Inches 
 XSSMLXL
Natural Waist26.027.529.030.532.0
Hips41.042.544.045.547.0
Centimetres 
 WOMENS JOGGERSXSSMLXL
Natural Waist7074768084
Hips104108112116120
Inches 
 XSSMLXL
Natural Waist27.529.030.031.533.0
Hips41.042.544.045.547.0


MENSWEAR

Centimetres 
REGULAR LENGTH TEESSMLXLXXL
Chest104108112116120
Sleeve Length2223242526
Natural Waist104108112116120
Hips104108112116120
Inches 
 SMLXLXXL
Chest41.042.544.045.547.0
Sleeve Length8.59.09.510.010.5
Natural Waist41.042.544.045.547.0
Hips41.042.544.045.547.0
Centimetres 
MEN'S LONG SLEEVE
TEES
SMLXLXXL
Chest104108112116120
Sleeve Length6061626364
Natural Waist104108112116120
Hips104108112116120
Inches 
 SMLXLXXL
Chest41.042.544.045.547.0
Sleeve Length23.524.024.525.025.5
Natural Waist41.042.544.045.547.0
Hips41.042.544.045.547.0
Centimetres 
 SMLXLXXL
Chest114118122126130
Sleeve Length6061626364
Natural Waist114118122126130
Hips889296100104
Inches 
 SMLXLXXL
Chest44.546.548.049.551.0
Sleeve Length23.524.024.525.025.5
Natural Waist44.546.548.049.551.0
Hips34.536.037.539.541.0
Centimetres 
 SMLXLXXL
Chest114118122126130
Sleeve Length6061626364
Natural Waist114118122126130
Hips9296100104108
Inches 
 SMLXLXXL
Chest44.546.548.049.551.0
Sleeve Length23.524.024.525.025.5
Natural Waist44.546.548.049.551.0
Hips36.037.539.041.042.5
Centimetres 
 SMLXLXXL
Natural Waist7680848892
Hips107111115119123
Inches 
 SMLXLXXL
Natural Waist30.031.533.034.536.0
Hips42.043.545.046.548.5
Centimetres 
 MENS JOGGERSSMLXLXXL
Natural Waist7680848892
Hips107111115119123
Inches 
 SMLXLXXL
Natural Waist30.031.533.034.536.0
Hips42.043.545.046.548.5


WETSUITS

Centimetres 
 SMLXLXXL
Length140144148152156
Inside Length7274767880
Chest 1/24648505254
Waist 1/23840424446
Hip 1/24547495153
Neck Windth14.314.915.516.116.7
Sleeve Lenght6668707274
Sleeve Cuff1/2888.58.59
Pant Cuff 1/299.51010.511


PRIVACY POLICY & SECURITY


Privacy & Cookies: How we keep your data safe and secure.


Protecting Your Privacy


At GOTCHA we’re committed to protecting your privacy. If you have any questions about how we do this, then email us at info@eu.gotcha.com.


How we use your information


We typically use your personal data in order to fulfil an order you place with us, monitor website activity and for marketing purposes.

In order to provide our services to you, we will share your data with the following types of companies who we have a relationship with:


• Companies who enable us to get your order to you, such as warehouses, delivery companies and payment service providers.

• Professional service providers who help us to run our business, such as website hosts and marketing agencies.

• Law enforcement, fraud prevention agencies and any relevant regulator where there is a legal duty for us to do so.


They will only process your personal information on our instructions, where there is a business need to do so and are subject to a duty of confidentiality.

We may give third parties anonymised information at an aggregated level, but no individual customer could be identified by this.

We will not sell any of your personal data to any third parties.


Marketing messages


Under data protection law, it is considered a legitimate business interest for us to use our customers’ details for direct marketing.

 We will therefore send you marketing messages by post to keep you updated with our latest collections and promotions.

We will also send you marketing messages by email, but only if you have given us your permission to do so.

If you would prefer to stop receiving marketing messages from us then you can do this at any time by either:


• Clicking on the ‘unsubscribe’ link at the bottom of the email or

• By emailing info@eu.gotcha.com


Once you’ve done this you will stop receiving marketing messages from GOTCHA, but please be aware that, as catalogues are printed in advance, it can take up to six weeks for you to unsubscribe. 

For emails, your request may take a few days to process on our system. You will continue to receive service communications from us, for example order confirmation emails.

If you follow GOTCHA on Social Media, such as being a follower of the Saltrock Facebook group, please note all posts and personal data shared there is also subject to this policy.


Keeping your information

Security of your data


We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed.

All information you provide to us is stored on secure servers. Any payment transactions will be encrypted. 

When you proceed to make your purchase and your browser connects to the secure section of the Saltrock website, your browser window frame will show a padlock icon to indicate that you are entering a secure area.

We will never ask you to confirm or supply any account or credit card details via email or text message. If you receive such a request, please do not respond and notify us immediately at info@eu.gotcha.com.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data,

 we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

All our third party service providers are also required to take appropriate security measures to protect your personal information in line with our policies.


How long we keep your data


We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including any legal, accounting or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data,

 the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data

 and whether we can achieve those purposes through other means, and the applicable legal requirements.


Your rights


You have the right to access any data we hold about you, and we will deal with any subject access request. 

Please contact our Customer Service at info@eu.gotcha.com.


You have the right to ask us to stop processing your data. Please contact us at info@eu.gotcha.com if you want us to erase, stop or amend any part of our processing and, as far as possible considering our legal obligations, we will do so.

You have the right of portability over your data (i.e. you can ask us to pass the information we hold on you to a third party in machine readable format). Let us know if you want us to do this by contacting us using the contact details below.

If you have any complaints, you can contact us (using the details below) and we’ll do everything we can to resolve the issue.


 If you feel your complaint has not been dealt with satisfactorily, the supervisory authority for data protection in the UK is the Information Commissioner’s Office (ICO) which you can contact on

 0303 123 1113 or via their website at ico.org.uk.


Changes to this privacy statement


This statement does not form part of any contract to provide services. We may update this statement at any time.

How to contact us

You can contact our privacy team by emailing info@eu.gotcha.com.





COOKIE POLICY


"1. WHAT ARE COOKIES?


A ""cookie"" is a piece of information, like a tag, which some websites create on your PC/mobile phone which identifies your PC/mobile phone whenever you visit that website.

 In order to provide you with the best possible online experience, GOTCHA may create cookies when you visit www.eu.gotcha.com, whether this is on your mobile or your PC. 

Cookies help us to arrange content to match your preferred interests. They’re also used by most major websites. 

You may also find that some third party sites use cookies – sites such as YouTube – when you view an embedded video, or Social Networks such as Facebook and Twitter. "


"2. WHAT ARE COOKIES USED FOR?


Suppliers for GOTCHA, who assist in the serving and targeting of advertisements, promotions and other marketing messages,

 may also use cookies to collect anonymous data such as how many people have viewed a particular page each day, this information can also be used to limit the amount an existing Saltrock customer’s served advertising. It’s important to note that cookies don’t harm your computer and don’t store personal information about you, such as credit card details, rather they store encrypted information which can access this information, helping to improve your GOTCHA experience.

In order to help you, cookies may be used to:

- Limit the frequency with which you will see particular advertisements or announcement from GOTCHA on our website;

- Identify your defaults where you have customised your profile;

- Keep track of how many times you do specific things;

- Track where you have come from if you were referred to our website;

- Provide you with self-help information;

- Make our offers more relevant to you by taking into account your response to previous, similar offers;

- Remarket Saltrock ads to you as you browse the internet;

- Help us understand how our advertising impressions correlate with visits to webpages on www.eu.gotcha.com so we can improve our marketing strategies. "


"3. FIRST PARTY COOKIES


These are cookies that are set by this website directly.

We use Persistent Basket Cookie to remember what you have put into your shopping basket over an extended period of time. This Cookie only stores basic data about your basket strictly for use by our website. The cookie has an expiration of 12 months.

We use a session cookie to remember your log in for you if you are a registered user and we deem these as being strictly necessary to the working of the website. If these are disabled then various functionality on the site will be broken."


"4. THIRD PARTY COOKIES


Heat Mapping & Session Recording:

Heat Mapping services are used to display the areas of a page where Users most frequently move the mouse or click.

This shows where the points of interest are. These services make it possible to monitor and analyse web traffic and keep track of User behaviour. 

Some of these services may record sessions and make them available for later visual playback.


Personal Data collected: Cookies, Usage Data and various types of Data as specified in the privacy policy of the service.


Facebook


We use Facebook Cookies for a number of reasons; they allow us to offer you a better user experience by personalising your journey on our website and across your devices;

Using the Facebook cookie lets us know who is interacting with our ads, website and apps of our advertisers, so we can be more thoughtful about where we show our adverts, and to whom;

The use of the Facebook cookie can also provide us with insights into people who are interested in GOTCHA's services, and help us to improve our offering and marketing.

Google Analytics.


Google Analytics is a simple, easy-to-use tool that helps website owners measure how users interact with website content.

As a user navigates between web pages, Google Analytics provides website owners JavaScript tags (libraries) to record information about the page a user has seen,

 for example the URL of the page. The Google Analytics JavaScript libraries use HTTP Cookies to ""remember"" what a user has done on previous pages/interactions with the website.


Advertising Cookies:

These cookies are used to make advertising messages more relevant to you and your interests. They also perform functions like preventing the same ad from continuously reappearing,

ensuring that ads are properly displayed, and in some cases selecting advertisements that are based on your interests. 

These cookies may also allow us to display relevant advertisements on other websites that you visit on the internet. 

In addition to the cookies described within this policy, this website may store content in your browser cache to improve your user experience by reducing loading times and data consumption.

 For this purpose, elements of advertising on these pages, such as images, will be downloaded into your browser cache at an appropriate time.

If you want to find out more about web workers in general and how to manage them you can do so here.

You can manage web caching technology through your browser settings.


The user’s consent and revocation of consent:

Setting cookies for marketing purposes is subject to the user’s consent, which will have to be obtained before the cookies are set on the user’s device.

 In addition, the web browser or device often allows the user to change the settings for the use of cookies. 

More information on how to adjust the settings can be found in the browser of device reference information, and on aboutcookies.org."


"5. HOW DO I MANAGE COOKIES?


You can accept or decline cookies. Most PCs automatically accept them but you can modify your browser settings to decline them if you wish.

 Each browser is different, so check the 'Help' menu of your browser (or your mobile phone's manual) to learn how to change your cookie preferences.

 You can also decline the use of certain third party advertising by visiting this site please note we’re not responsible for content contained on this site.


If you decline cookies, some aspects of the Saltrock site may not work on your PC/mobile phone and you may not be able to access areas you want on the website.

 For this reason we recommend that you accept cookies.


Finally, please note that advertisers and other third parties (such as YouTube, Facebook and Twitter) may use their own cookies when you click on their advertisement or link to their site

, on or from our website. These third parties are responsible for setting their own cookie and privacy policies.


If you'd like to learn more about cookies in general and how to manage them, visit aboutcookies.org."




TERMS & CONDITIONS


Our website, found under the URLs www.eu.gotcha.com, operated by (??) is registered to (??) (company number ??) All references to “we”, “us” and “our” shall be deemed to be references to GOTCHA and references to “you” and “your” shall be deemed to be references to persons placing an order via this website. The following terms and conditions apply to all use of the GOTCHA website. By placing an order with us you agree to have read, understood and accepted to these terms and conditions. Please note, as these may be subject to change at any time without notice, it is your responsibility to check this page prior to any use or purchase. If you have any queries regarding our terms and conditions, please contact us before use or order placement.


OFFERS & DISCOUNTS


"• Discounts are valid when shopping online AND by phone. Cannot be used in conjunction with any other offer and cannot be applied retrospectively;

• Discounts are not valid for the purchase of Gift Cards:

- can be mixed and matched across men's and women's categories;

- cheapest item will be deducted at basket;

- cannot be used in conjunction with any other offer."


ORDERING


"• When placing an order, you agree that all details you provide to www.eugotcha.com for the purpose of purchasing goods are accurate and complete in all respects.

• Your contract for purchases made through www.eu.gotcha.com is with GOTCHA and you confirm that all goods ordered by you are for your own private and domestic use only and are not for resale.

• All orders are subject to product availability and acceptance by GOTCHA.

• The price and availability of goods are subject to change without notice.

• Promotional offers, vouchers and codes may not be used on sale products, or in conjunction with any other offer unless otherwise stated.

 All offers are subject to availability and may be withdrawn at any time without notice. Any offer of free delivery is limited to a standard delivery service, to UK mainland only.

• By placing an order via this website, you are making an offer to GOTCHA to purchase the goods detailed in your order upon the terms described, at which point your payment will be pre-authorised.

• You certify that the payment method you are using is your own and that there are sufficient funds in your account to cover payment of the product/s ordered.

• No charge will be applied to credit/debit cards or Paypal accounts until the point of despatch; therefore no contract for the sale of any product will exist between you and GOTCHA until we accept your order by despatching your order.

• Where a Gift Card has been used as payment, the balance will be debited at the point of order placement.

• If any product from your order is unavailable, we will contact you by email, then attempt to fulfill your order from store and confirm details of any cancellation made where fulfillment has not been possible.

• It is a crime to use a false name or a known invalid credit card to order. Anyone caught wilfully entering an erroneous or fictitious order will have their details passed onto the Police.

• You must be at least 18 years of age to purchase Alcohol products from this website. By purchasing you represent and warrant that you are at least 18 years of age. Proof of age will be required at the point of delivery.


Eu.Gotcha reserve the right to terminate our agreement with you and to suspend or terminate your access to the site immediately and without notice to you if:


• You fail to make payment to us when due.

• You breach any of our terms and conditions.

• If requested by us to do so, you fail to provide within a reasonable time frame, sufficient information to enable us to determine the accuracy and validity of any information supplied by you or your identity.

• We suspect you have engaged, or are about to engage, or have way of being involved in fraudulent or illegal activity on www.eu.gotcha.uk"


CONFORMITY OF GOODS


"Every care is taken to ensure that the description, specification and pricing of all products shown on our website and in our catalogues is correct. 

The product information and specification provided is not binding, but is carefully considered and intended to give a general description of each product.


While the colour reproduction of each product is a close representation, we cannot accept any responsibility for any variation in colour caused by the differences in browser software.


GOTCHA will act immediately to correct any error identified and are under no legal obligation to honour a price displayed in error."


SOCIAL MEDIA


"When using Eu.Gotcha’s social media handles and hashtags, please keep in mind that this information is shared publicly. 

Therefore, don’t give out any information you wouldn’t be comfortable with a stranger knowing – this includes your address, phone number, date of birth, email address, bank and credit card details, and place of work.

 

If you tag us on our social media channels, we regularly reach out to request additional rights to reproduce our favorite images in our social feed, email, website and more. Whenever possible, we also include your social media handle or caption."


YOUR RIGHTS


If you have any queries about the personal information we are holding in your name, please contact our Customer Service team, who will be more than happy to review your account and update our records as required.


SAFE & SECURITY


"Our website uses the latest secure server technology to ensure your information is protected to the highest standard, whenever you place an order or access your account information. 


Once an order has been placed, we don’t store the details of your payment card, with the exception of the last four digits and a unique token reference provided by your card issuer. 

This eliminates the need for merchants, e-commerce sites and operators of mobile wallets to store sensitive payment card data on their networks and reduces the risk of fraud."


LIABILITY


"We reserve the right to change information, prices, specifications and descriptions of listed goods, products and services. We may modify these Conditions at any time by posting the Conditions on our website.

GOTCHA does not seek to exclude or limit liability for death or personal injury arising from its negligence or that of its members, agents, directors or employees or for any fraudulent misrepresentation.


To the fullest extent permitted by law and save as provided above, neither GOTCHA nor any associated company shall be liable to you by reason of any representation, or any implied warranty, condition or other term,

 or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of GOTCHA or any of its members, agents, directors, employees or otherwise) for any indirect special or consequential loss or damage

 (including but not limited to loss of profit or loss of saving), costs, expenses or other claims for compensation whatsoever which arise out of or in connection with the use of this website, the supply of the products or their use or resale by you.

The limitations of liability in these conditions shall apply equally for the benefit of GOTCHA and any other associated company of GOTCHA as if references to GOTCHA included references to each such associated company.

While GOTCHA uses reasonable endeavours to ensure that the information on this website is accurate and up to date, it does not give any warranty as to its accuracy or completeness 

and GOTCHA will not be responsible for any errors or omissions or for the results arising from the use of such information.

While GOTCHA takes all reasonable steps to ensure a fast and reliable service, it does not guarantee that your use of this website will be interruption or error-free and will not be responsible for any disruption,

 loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto any computer system.

Further, GOTCHA will not be responsible nor liable for your use of any other websites which you may access via links within this website. GOTCHA does not control these websites and is not responsible for their content.

 Any such links are provided merely as a service to users of this website and their inclusion in this website does not constitute an endorsement by or affiliation with Eu.Gotcha.


The entire liability of GOTCHA under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions.

GOTCHA will not be liable to you or be deemed to be in breach of these terms and conditions or any other contract with you by reason of any delay in performing, 

or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control.

GOTCHA may assign or transfer any of its rights or subcontract any of its obligations under these terms and conditions to any third party. 

You may not assign or transfer any of your rights or subcontract any of your obligations under these terms and conditions except with the specific permission in writing of GOTCHA.

No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded."

All rights, including copyright, in the content of the www.eu.gotcha.com web pages are owned or controlled by GOTCHA In accessing www.eu.gotcha.com web pages, you agree that you may only download the content for your own individual and non-commercial use. You are not permitted to copy, broadcast, download, store (in any medium), transmit, show or play in public, adapt or change in any way the content of the www.eu.gotcha.com web pages for any other purpose whatsoever without the prior written permission of GOTCHA.


THIRD PARTY INFROMATION


We cannot be held responsible for material displayed on third party websites or any other written material. The only prices that apply for GOTCHA products are those stated on the GOTCHA material.


LAW


"These Terms and Conditions and your use of our website are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights.


This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you."