Customer Services


How to Order

Ordering with us is completely safe & secure. Once you have chosen an item to buy simply click on the 'buy now' button. Keep adding items until you have finished shopping and then click on the 'view basket' button to review your purchases and make any necessary alterations. If you have a discount code you should enter it at this point. Then click on 'checkout' where you will be asked for your payment information.

If you prefer to order by telephone and pay by postal order or credit/debit card, please call our order line on 01769 560294. Please note that we no longer accept Cheques.

If you have any queries about a product please do not hesitate to contact us. Email: sales@surfsurfsurf.co.uk or call on: 01769 560294.

During the checkout process you will be given a number of postal options depending on your location. If you would like to speed up your order please choose our our Rapid 24hr shipping option.

Our Estimated Delivery display is designed to give you a reasonably accurate idea of when your goods will arrive.  It is around 97% accurate, and is based on UK addresses in main areas.  The Scottish Highlands, Islands and N.Ireland may take longer.  If you are in an outlying area, and the item has a DPD Next Day option as standard, it will generally be shipped via Royal Mail Tracked 24, or if it is a larger item via DPD 48.  Note that this Estimated Delivery time, is just that, and we will not offer discounts/reductions etc for goods that are delayed by situations out of our control.

Standard shiping is free to the UK for all items except longer surfboards, SUPs and longer paddles (this will vary depending on your location. To get a shipping quote, add your items to a basket, or call us for details on 01769 560294).

Every item on our site also has alternative shipping options for expedited, Saturday, European delivery and delivery to the rest of the world. If you do not see an option that suits you please feel free to contact us.

Surfboards

Please note that surfboards will be delivered by courier and require a signature. When receiving a board from us you MUST remove all packaging and check it for any possible damage incurred in transit BEFORE signing for your delivery. Good that are damaged must be signed for as damaged, and if you are unsure please sign as damaged anyway. No claim is possible on boards that signed for as being in good condition..

Channel Islands & VAT Free BFPO: We are happy to sell goods VAT free to customers outside the UK tax area. The way it works is that our payment system has to charge the VAT, but this will be refunded back to your card when the item is shipped to you. This makes it much easier for us to prove that the goods have been exported and account for our actions to the vatman! Delivery to the Channel islands and VAT Free BFPO addresses is charged at the standard UK rate (free in many cases). Note: VAT refunds will only be given on orders over £10 due to our admin and processing costs.

Dispatch Times: We will always do our best to get your items to you as fast as possible. We ship orders twice a day, at 8am and 1pm. There is also a final shipment of next day delivery items at around 3pm.

Please note that we although we work 6 days a week, normal dispatch restrictions apply. This means that orders placed after 2pm on a Friday, and over the weekend, will not be dispatched until the following Monday.

Our rapid 24 hr shipping option will always be sent the same working day, but please note that there is an order cut-off time of 2.30pm due to our rural location. After this time call us to confirm if we can still ship to you.

Please Note that:

  • Items ordered on a next day service will be NOT be delivered on Saturdays (or Bank Holidays). There is a specific Saturday rate for this service available at the checkout.
  • Orders placed after 2pm on Friday may not be dispatched until the following Monday.
  • Signed for and courier services require you to be available to sign for your order - if this is not possible we will consider delivering to a work address/similar.
  • The Rapid delivery option will be limited to a 2 day service for the Highland/Islands and NI (except IOW which is still 24hr).

There are a few items that are described as 'available to order' (rather than 'in stock') - these will be ordered from our suppliers and will be dispatched within 3 working days.

We offer FREE standard delivery (Royal Mail 48 untracked, tracked on items over £20) to the UK on all orders. Our free service will vary depending on the weight of your item. Heavier items will be sent using a courier-based service for the main part of the UK, and a 2-3 day service for the Highlands & Islands (including NI).

Email: sales@surfsurfsurf.co.uk or call on: 01769 560294.

International Orders

We are pleased to accept international orders and a number of postal options will be offered at the checkout, including signed for and tracked services.

Shipments made outside of the UK may be subject to import duties and taxes. These are the responsibility of the recipient. For further information, please contact your local customs office.

Cancellation of Order

Under UK and EU law you have the right to cancel your order or return any item purchased from us for a full refund within 14 days, here at surfsurfsurf we actually give you 30 days. If you have already received your item please see 'returns' below for more details. If your goods haven't yet been sent simply email or call us to cancel your order.

RETURNS

Christmas Returns

Please note that the deadline for refunds on Christmas returns is the 21st of January. The Christmas returns policy applies to any goods bought after the 1st of November.

There are 2 types of returns, unwanted items and faulty items - see below:

Unwanted Items and Exchanges

All items may be returned for a refund within 30 days. Items must be unused and with the original packaging. If you wish to exchange an item for a different size, colour etc, please email us first to confirm that we have the item you want in stock. We will not refund your return postage, but do not charge it on exchanges either.

DVDs must be returned with wrapper seals intact.

Cameras must be returned unused with packaging and seals intact.

Any items returned should be traceable. If you are in the UK please use either myhermes or Royal Mail48 Tracked and retain the proof of purchase. We have our own tracked Royal Mail returns page at http://www.royalmail.com/track-my-return/create/834 which you can use to return unwanted items at a cost of £2.95 which we will deduct from your refund (unless your item is faulty).

For larger items and more expensive items we are able to offer a well priced courier return option, via a network of parcelshops, which is charged at £7.95 (unless your item is faulty) - please contact us to arrange this.

Note that if you return a faulty item via your own preferred method that we will not refund higher price or expedited services unless they are required for insurance purposes. Please note that if we do not receive a return item you will be responsible for claiming for the loss from Royal Mail or other courier you have used.

Faulty Items

Faulty Items being returned for a full refund should be returned/notified within 30 days. Your original and return shipping will also be refunded (see above re. return shipping services). Faulty items returned between 31 days and 6 months will normally be repaired or exchanged. If it can't be repaired or replaced, then then you will receive a full refund.

Items over 6 months old will not generally be considered faulty from manufacture, in many cases you may still receive a repair or replacement items under the manufacturers warranty (for wetsuits, leashes, cameras etc).

Items with faults with ancillary parts will usually have just those particular parts replaced.

For more details see http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

Warranties

Many of our products carry warranties that cover problems over extended periods of time, and we are your first point of contact to activate a warranty. The manufacturer of that particular item issues these and is responsible for implementing them. Please follow any instructions on your original packaging. Warranties and guarantees do not affect your statutory Rights.

Penny Skateboard Returns

Warranties

All Penny skateboards are warranted against defects in materials and workmanship for a period of 120 days from the date of purchase. This means that Penny Skateboards will repair or replace, at our discretion, any Penny Skateboard product that is defective. This is the only condition covered by Penny Skateboard's warranty. No other warranty is expresses or implied.The warranty does not cover breakage due to wear and tear, improper installation of components, wrong foot positioning while landing tricks or intentional breakage.The warranty does not cover normal wear and abuse. This includes nose/tail wear caused by riding the board, edge chipping from impact or dropping of board and warping due to exposure to heat, sun or cold. Neither the seller nor the manufacturer shall be liable for any injury, death, loss or damage, direct or consequential arising out of the use or inability to use this product. Before use, the user must determine the relevant product for their needs before use and assume all risk and liability whatsoever in connection therewith.

Commercial Use

Note that unless specifically described as such, all of the products we sell are designed for private use. Products that have been used for hire, surf schools, holiday accommodation etc may not be covered under the manufacturers warranty, or even under normal statutory rights. If you intend to use any of our products for a commercial type use please contact us before purchasing and we can clarify the position for that specific product.

 

Outside the UK tax area?

Goods returned from outside the UK/EU tax area should clearly be marked as 'faulty returns' on the accompanying documentation to avoid customs holding items un-neccessarily.

Our Return address is:

Returns Dept
surfsurfsurf.co.uk
Old Park
Taylors Lane
High Bickington
Devon
EX37 9BL
UK