Frequently Asked Questions
My Discount Code Isn't Working
Oh no! Our discount codes apply to full prices items only. They cannot be used with any other offer and are not valid on accessories, including Surfboards, Bodyboards, Balance Boards, Paddleboards, Ponchos and Wetsuits. Please contact the customer service team if you need further assistance at firstname.lastname@example.org
I Chose Next Day Delivery But My Order Hasn't Arrived
Well that's a pickle! Next day orders placed between Monday to Thursday before 3pm will be shipped the same day. Orders placed after 3pm will be shipped the next day. Orders placed Friday to Sunday before 3pm will be sent the same day but will be delivered the next working day. You can check the status of your order via the 'My Account' section of our website. Standard size orders will be sent via Royal Mail 24, tracking information will be included in the confirmation. Larger items will be sent via Courier. Any queries please contact the customer service team at email@example.com
Where Is My Order?
Standard delivery items are sent via Royal Mail 48 service, you will receive a tracking confirmation when the order is dispatched. Over sized items are sent via Courier. Please allow 5 working days from the day of shipping, if it has not arrived please get in touch with the customer service team at firstname.lastname@example.org
I'd Like To Exchange An Item
Of course, we'd be delighted! Please use our free returns to send the item back to us and make a note on the delivery sheet letting us know what you would like instead. You will receive an email notification when the replacement is on the way.
I Want To Return Something But I Don’t Have The Delivery Note
Did you put it in one of your safe places? No problem at all, please just include a note with your name, address and order number.
I Bought Something In-Store And Want To Return It, But I Don’t Live Near A Store
Did you have a lovely holiday? Please use our free returns to send the item back to us. Click on the returns page and follow the link to the Royal Mail site. Use your name as the order number. Please remember to include a note with your details and a way of contacting you. We can arrange for you to receive a replacement or refund.
I Would Like Something That Has Gone Out Of Stock
Please contact the customer service team at email@example.com. Let us know what it is you are after and the size required, we will then don our finest deer-stalker and try our best to track it down for you.
My Item Is Faulty
We are sorry to hear this. Please send over some photos of the faulty items to our customer service team at firstname.lastname@example.org We will get it put right for you.
Can I Have My Order Delivered Outside The Uk?
Bonjour/Hallå/G'day! Unfortunately we are not currently shipping outside of the UK at the moment.
I Don’t Have A Printer To Print My Returns Label
We can help with that. From our returns page, click on the link to the Royal Mail page. Complete your details including your email address and they will send you a QR code, take this to your local Delivery office and they will print the label for free.
My Gift Card Isn’t Working Online
Currently our Gift Cards can only be used instore. If you would like to use it online please send a photo of cards barcode to email@example.com and they will convert it into an e-voucher for you.
My Click & Collect Order Hasn't Arrived
If your tracking is showing that your order has arrived at the Click and Collect site, but you have not received any notifications please pop in with some ID and ask for the parcel. Any other issues please contact the customer service team at firstname.lastname@example.org