Frequently Asked Questions
Frequently Asked Questions (FAQ)
For Buyers on YachtNeeds.com
1. How does ordering on YachtNeeds.com work?
YachtNeeds.com is a marketplace that connects buyers with vetted marine suppliers and professional vendors around Europe. Once you place an order, the vendor is responsible for preparing and shipping your items. YACHTNEEDS oversees the process to ensure it runs smoothly and steps in to support you if issues arise.
2. Who ships my order?
All orders are shipped directly by the vendor from their location. Vendors are responsible for preparing, packaging, and dispatching your items. Shipping times and methods may vary based on the vendor’s location, the shipping address, and the item(s) ordered.
3. How is shipping calculated?
Shipping costs are determined by the specific courier used at checkout and depend on:
Destination country
Product size and weight
Shipping method selected
Shipping charges will be displayed at checkout. — feel free to reach out to support@yachtneeds.com for help before placing an order.
4. When will I receive my order?
Estimated delivery times vary based on:
The vendor’s processing time
Your delivery address
Courier used
We understand that timely delivery is essential.
That’s why we work closely with our vendors to ensure your order is processed as quickly as possible. In most cases, orders are collected by the courier the day after they are placed and delivered within just a few days, depending on your location and the vendor's dispatch schedule.
5. How can I track my order?
When your order ships, you will receive tracking information directly into 'My Orders' in your login.
6. How do I pay for my order?
YACHTNEEDS accepts a range of secure payment methods including:
Credit/debit cards (Visa, MasterCard)
PayPal
Bank transfer - please contact customer service if you wish to pay via Bank Transfer
All payments are processed securely through our platform. Vendors do not receive your payment details directly. Nor do we store any credit card information.
7. What is the refund policy?
YACHTNEEDS acts as an intermediary between you and the vendor. Refunds are subject to the vendor’s individual return and refund policy. YACHTNEEDS will assist in coordinating any refund requests and ensure that any agreed-upon refund is actioned appropriately.
Certain items are non-refundable, including:
Osculati products (reviewed case by case)
Custom or refurbished products
Special orders sourced by the vendor from third-party suppliers
Please visit our Refunds and Returns terms and conditions.
8. How do I return a product?
If you would like to return an item:
Contact YACHTNEEDS Customer Support at support@yachtneeds.com within 14 days of delivery.
We’ll check the seller’s return policy and assist with next steps.
If eligible, the item must be returned in its original packaging and condition. Return shipping costs may apply depending on the seller's policy.
9. What happens if my order arrives damaged or incomplete?
If your order is:
Damaged
Missing items
Significantly different from the description
Contact YACHTNEEDS within 14 days of delivery. We’ll escalate the issue with the seller and help resolve the situation. You may be asked to provide photos or documentation to support your claim.
10. What is the YACHTNEEDS Full Satisfaction Guarantee?
We created the YACHTNEEDS Full Satisfaction Guarantee to protect buyers under specific conditions such as:
Order not received
Missing or defective items
Item not as described
You can read the full details in Article 10 of our Terms of Service. Please note that not all products are eligible, and some claims may fall under the seller’s own refund policy.
11. Can I cancel or change my order?
Because vendors process orders quickly, cancellation or modification may not be possible after payment. If you need to make a change, contact Customer Support immediately, and we will check with the vendor. support@yachtneeds.com
12. Who do I contact if I have a problem with my order?
You can always contact YACHTNEEDS Customer Support for help—we’ll act as a go-between and help resolve issues fairly and quickly.
📧 support@yachtneeds.com
📞 Phone and Live Chat available during business hours
13. Do customs charges apply?
Yes. Customs duties, import taxes, or port clearance fees may apply depending on your location and the country of origin. These fees are the responsibility of the buyer and are not included in the product or shipping cost.
YACHTNEEDS is not liable for any delays caused by customs clearance.
14. Tips to protect yourself before ordering
Always read the product description carefully
Contact Customer Support if you need more info before buying
Check your delivery address and personal information is correct at checkout
Report any issues as soon as possible for a faster resolution
