Telephone Enquiries: 0844 357 1022 | Mon-Thurs 8am-8pm | Friday 8am – 6pm | Sat-Sun 10am – 4pm

Email:

1. Order, Registration and Payment
2. Delivery
3. Returns and Exchanges (Christmas Returns Policy)
4. Terms and Conditions
5. Surfdome Privacy Policy

• Purchases made for Christmas can be returned up until Friday 16th January 2009 for exchange or refund. All items must have their original tags and packaging so they can be resold.
• All Free Delivery orders will be sent via Royal Mail 2nd Class post and can take between 1 and 5 days to reach a UK postal address over the Christmas period.
• Our Customer Hotline is now open from 8am to 8pm Monday to Thursday, 8am – 6pm Friday, and 10am – 4pm Saturday and Sunday. Alternatively, you can email us at customerservice@surfdome.com if you have any queries or would like assistance placing an order.
• The Customer Hotline will be closed on 25th, 26th, 27th and 28th December and on Thursday 1st January.

Next Day Delivery Service via Parcel Force

• Due to the days that Christmas and the New Year fall this year, Parcel Force has informed us of the following changes to their service:
- Deliveries may occur as late as 7.30pm during the Christmas period.
- Next Day delivery is guaranteed up until the 22nd December for delivery on the 23rd December.
- If you order luggage or request Next Working Day delivery service on the 23rd or 24th December, it is possible that you won’t receive your order until the 30th December.
- If you request the Next Day delivery service on the 30th or 31st December, it is likely that you will receive your order on Friday 2nd January or Monday 5th January.
- If your parcel has not arrived as part of the Next Day delivery service, please contact us for a tracking number, so we can locate you package.

2nd and 1st Class Delivery via Royal Mail

• It is expected that 2nd Class Royal Mail shipping will take between 1 and 5 days to be delivered in the UK. Further delays are possible during the busy Christmas period.
• 1st Class Royal Mail shipping is expected to take between 1 and 3 days. Further delays are possible during the busy Christmas period.

What happens if my package does not arrive?

• The Surfdome Team will do absolutely everything in our power to locate your package.
• In the unlikely event that your package does not arrive, please follow the steps below so we can assist you in locating it.

- Please check your sales confirmation email to ensure your address and postcode is correct.
- If your order is under £80 in total please ring or visit your local Royal Mail depot to find out if they have a parcel waiting to be delivered to your address.
- If your order is over £80 please ring our Customer Hotline number, 0844 3571022, and we will supply you with the tracking number for your parcel so it can be traced through the Royal Mail website.
- In the unlikely event that your order has been missing for more than 15 days, please contact us by phone or email and we will contact Royal Mail on your behalf. We have the capacity to resend the items if they are still in stock, replace the item with another item you agree to or refund the items on a case by case basis. Customers will be required to sign a letter from Royal Mail and send it back to Surfdome confirming that their parcel did not arrive.

When you shop online with Surfdome Shop we want to make sure your experience is easy and hassle free. We aim to offer you innovative products, excellent quality, value and service at all times. Surfdome Shop is a young vibrant company and will provide you with a range of funky products that will keep you looking great all year round. As we grow with Surfdome so will our list of suppliers and product range, so if there is anything out there that you are looking for then give us a shout and we will see what we can do to get it to you.

Below are a few hints and tips to make it easy to order from our site if you have any problems you can always contact us on customerservice@surfdome.com or call the Customer Service Team on 0844 357 1022 or +44 844 357 1022 from outside the UK.

Ordering

• To order products from our site all you need to do is click on the product you like and add it to your shopping cart. It’s that simple!
• When you have finished browsing, hit the checkout button. If you have used our website before you can enter you email address and password and go straight into your account.
• If you are a new customer then you will need to register an account, use your email address and create your own password.
• Once you register, you will receive an email from us with your details so you can log in and out of your account.

Register your account

• To register please supply all your details so we can contact you via phone or email throughout the order and delivery process in case there are any query’s with your order.
• You will need to include the billing address of the card you use to pay for the products. You will also be asked to supply a delivery address so the item will reach you promptly.
• Once you have opened your account you will be able to view your order history and change your details any time.
• Once you have completed your billing details you will be taken into the payment screen, if there are any special comments that you would like to make about the delivery please include them here.
• Confirm your order, check the billing and delivery address are correct then hit the ‘submit your order’ button.

NB- Please note that your details will be kept safe and secure and will not be given to any third parties (see our privacy policy for more details).

Payment

• We accept the following cards for payment: Master Card, Visa, Visa Electron, Delta, Switch, Maestro, Solo and PayPal.
• Protx is our payment processor for credit or debit cards.  If you have a Pay Pal account you can use your account by clicking on the PayPal option.  

Payment via card

• Insert all your card details, you will need to enter your email address and phone number again so we can contact you if there are any query’s with your order. You may need to enter a security code to verify the transaction. Once you have completed the transaction you will be returned to the surfdome.com website. You will receive a confirmation email with your order number and receipt number. If you do not receive an email confirmation please contact us.
• Once your order has been picked, packed and shipped you will receive an email with the tracking information.
• If there are problems with the payment then give us a call and we can arrange another method of payment i.e. BACs transfer or cheque.
• Cheques – we will need to allow 7-10 days to clear before we ship the product.

Payment via Pay Pal Account

• If you have a Pay Pal account you can insert your username and Pay Pal password and use your account as you normally would.
• Once you have completed the transaction you should hit the return to merchant button which will take you back to the surfdome.com website. You will receive two confirmation emails with your order number and receipt number. The emails will come from service@paypal.co.uk. If you do not receive notification please contact us ASAP.
• Once your order has been picked, packed and shipped you will receive an email with the tracking information.
• If there are problems with the payment then give us a call and we can arrange another method of payment i.e. BACs transfer or cheque.
• Cheques – we will need to allow 7-10 days to clear before we ship the product.

Promotional Coupons

• If you have a valid promotional coupon number/word then you can enter it into the coupon field and your order will be amended accordingly.
• Each promotional coupon will have various offers and time limitations, these will be in line with our marketing campaigns.
• If you have any problems with the promotional coupon please contact customer.service@surfdome.com

Gift Certificates

• To use a gift certificate shop on line as normal, add the items to your cart and go to checkout.
• To pay for your products enter the gift certificate number at the beginning of the payment process.
• If the total of your order is less than the amount on the gift certificate then you will receive another gift certificate with the remaining money left over. You will be able to use the gift certificate next time you shop with us.
• If the total of your order is more than the amount on the gift certificate, you can pay for the remaining amount using your credit card or Pay Pal account.
• We do not provide a cash refund for gift certificates.
• If you have any queries please don’t hesitate to contact our customer service team at customerservice@surfdome.com

Delivery

The carriers we use for dispatch are Royal Mail for 1st and 2nd Class deliveries and City Link for next day Delivery.   

All goods ordered before 1.00pm will be dispatched that afternoon, subject to stock availability.  Orders made after 1.00pm will be dispatched the following day.   A signature will be required for next day delivery goods so please make sure someone is home to sign for the goods or send them to an address where someone will be available.

In the unlikely event of a delay, we will contact you by email or phone to let you know. All delivery days are based on standard working days from Monday – Friday. Special delivery orders must be made before 1:00PM  to be delivered before 17:30 the following working day. Otherwise items will be dispatched on the next working day.

Once your order has been dispatched from the warehouse you will receive a confirmation email to let you know it is on the way.

Listed below are the delivery charges:

UK:

There are some postcodes that we are unable to offer 24hr delivery these include:
IM - Isle Of Man, BT - Belfast, IV - Inverness, PH - Inverness, PA - Renfrewshire, KY - Kirkcaldy, KW - Orkney Isles. TR20,21,22,23 - Truro, HS - Isle Of Lewis, ZE - Shetland
We can only offer the standard 3 - 5 working day delivery (charged at £2.95). All next day or two day orders to these postcodes will be amended to £2.95.
It is important to select the correct delivery option when ordering.

Surfdome reserve the right to amend orders placed with incorrect delivery options without notice. Surfdome does not accept responsibility for items being delayed through customs/security checks or adverse weather conditions. There are no refunds on shipping costs unless Surfdome Shop Ltd is responsible for the error. In the unfortunate event a product is out of stock a member of our Customer Service Team will contact you.

Returns and Exchanges

Surfdome.com is committed to you being fully satisfied with your purchases. If for any reason you would like to return any unused products, please follow these guidelines and email our customer service team on the details outlined below.

Items must be returned within 14 days from date of purchase. E-mail us at customerservice@surfdome.com for a Return Authorization number (RA#).

No refunds or exchanges will be made without a valid RA#.

We will need your name, order number and details of the item you wish to return, plus the particulars of any exchange required. If you do not have these details available then pass on as much information as possible and we will endeavour to allocate a returns number to you within 48 hours.

Please do not send items until you have received a RA#. Surfdome cannot process the return without this number. Items must be returned unused with all their tags and in the same packaging they arrived in.

Clearly mark the returns item with the returns address and ensure the RA# is on the outside of all boxes / packaging you wish to send back.

SURFDOME SHOP
RETURNS (and enter RA# here)
Unit 5 Palace of Industry
Fulton Road
Wembley
HA9 0TF

Within the package include any exchange information that you require. The customer is responsible for all return delivery costs unless an item has been delivered to you either faulty or incorrectly. Surfdome will refund the cost of postage to return these items.

Items must be returned via recorded or special delivery. Surfdome cannot accept responsibility for items that are not returned by recorded delivery.

Upon inspection of returned product, Surfdome will issue a full refund to the card used for the purchase less the original delivery charge.

Sorry, but there are no returns or exchanges on bargain or sale items unless specifically authorised by Surfdome. Please email us if you have a query.

Any used items will be denied a refund and returned to the customer at his/her expense.

Warranty items are subject to inspection and only eligible for repair, replacement or disposal.

Warranty

All products purchased from Surfdome carry the full manufacturer warranty unless sold as a “no warranty” item. Special circumstance: in the event the manufacturer is no longer in business, Surfdome will review your warranty claim and at our discretion help to provide an equitable solution. All warranty claims may only be made by the purchaser on record. Please email customerservice@surfdome.com regarding any warranty questions.

Terms and Conditions

The use of this website is governed by the policies, terms and conditions set forth below. Please read them carefully. Your use of this website indicates your acceptance of these terms and conditions. Your placement of an order indicates your acceptance of these terms and conditions. Your submittal of any purchase order to Surfdome Shop Ltd indicates acceptance of these terms and conditions. These terms and conditions shall supersede any subsequent terms or conditions included with any purchase order, whether or not such terms or conditions are signed by Surfdome Shop Ltd. Surfdome Shop reserves the right to make changes to this website and these terms and conditions at any time.

Copyright and Trademark Notice

This website is owned and operated by Surfdome Ltd and Surfdome Shop Ltd. Unless otherwise specified, all materials appearing on this website, including the text, website design, logos, graphics, icons, and images, as well as the selection, assembly and arrangement thereof, are the sole property of Surfdome Shop Ltd. All audio and video clips are the sole property of Surfdome Shop Ltd or their respective content providers. All software used on the website is the sole property of Surfdome Shop Ltd or those supplying the software. You may use the content of this website only for the purpose of shopping on this website or placing an order on this website and for no other purpose. No materials from this website may be copied, reproduced, modified, republished, uploaded, posted, transmitted, or distributed in any form or by any means without Surfdome Ltd or Surfdome Shop Ltd’s prior written permission. All rights not expressly granted herein are reserved. Any unauthorized use of the materials appearing on this website may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.

Disclaimer and Limitation of Liability as to Products Sold

All of Surfdome Shop Ltd's products are guaranteed against defects in accordance with the manufacturers warranty from the date of purchase. Except as expressly stated herein, Surfdome Shop Ltd makes no representations or warranties, either express or implied, of any kind with respect to products sold on the Surfdome Shop website. Except as expressly stated herein, Surfdome Shop Ltd expressly disclaims all warranties, express or implied, of any kind with respect to products sold on this website, including but not limited to, merchantability and fitness for a particular purpose. You agree that the sole and exclusive maximum liability to Surfdome Shop Ltd arising from any product sold on the Surfdome.com website shall be the price of the product ordered. In no event shall Surfdome Ltd or Surfdome Shop Ltd, its directors, officers, employees or other representatives be liable for special, indirect, consequential, or punitive damages related to product sold.

Disclaimer and Limitation of Liability as to the Surfdome Ltd and Surfdome Shop Ltd Websites

The Surfdome Ltd and Surfdome Shop Ltd websites and the materials therein are provided "as is". Surfdome Ltd and Surfdome Shop Ltd makes no representations or warranties, either express or implied, of any kind with respect to the Surfdome.com website, their operations, contents, information, materials. Surfdome Ltd and Surfdome Shop Ltd expressly disclaims all warranties, express or implied, of any kind with respect to the websites or their use, including but not limited to merchantability and fitness for a particular purpose. You agree that Surfdome Ltd and Surfdome Shop Ltd, its directors, officers, employees or other representatives shall not be liable for damages arising from the operation, content or use of the Surfdome.com website. You agree that this limitation of liability is comprehensive and applies to all damages of any kind, including without limitation direct, indirect, compensatory, special, incidental, punitive and consequential damages.

Typographical Errors

In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, Surfdome Shop Ltd shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. Surfdome Shop Ltd shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Surfdome Shop Ltd shall immediately issue a credit to your credit card account in the amount of the charge.

Links Policy

This website may contain links to other websites on the Internet that are owned and operated by third parties. You acknowledge that Surfdome Ltd and Surfdome Shop Ltd are not responsible for the operation of or content located on or through any such website.

Order Acceptance Policy

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Surfdome Shop Ltd reserves the right at any time after receipt of your order to accept or decline your order for any reason. Surfdome Shop Ltd reserves the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item. We may require additional verifications or information before accepting any order. Surfdome Shop Ltd is a reseller to end user customers and does not accept orders from exporters, wholesalers, or other customers who intend to resell the products offered by Surfdome Shop Ltd.

Jurisdiction and Venue

You agree that any legal action brought against Surfdome Ltd or Surfdome Shop Ltd shall be governed by the laws of England without regard to its conflict of law principles. You agree that the sole jurisdiction and venue for any litigation arising from your use of or orders made on the Surfdome.com website shall be an appropriate federal or county court located in Southern England.

Surfdome Privacy Policy

Surfdome’s online shop is owned and operated by Surfdome Shop Ltd and in conjunction with Surfdome Ltd. Surfdome is thoroughly committed to protecting the privacy of our customers, site visitors and partners. Surfdome.com has been established to sell surf related products and services online and to offer visitors information regarding Surfdome and its related businesses. We use the information that we collect to fulfil your product and service orders and to create a more personalised experience. We do not pass on any details to third parties without your consent.

This section only addresses the use and disclosure of information we collect from you online. We encourage you to ask questions and to be very cautious before you disclose your personal information to others.

Questions regarding this Policy should be directed to customerservice@surfdome.com or contact Surfdome directly at the following address:

Surfdome Shop Ltd
Unit 5 Palace of Industry
Fulton Road
Wembley HA9 0TF

This Privacy Policy will explain the following regarding use of our site:

1. What information does Surfdome.com collect from you?

Surfdome.com collects two types of information about its visitors: Personally Identifiable Information and Non-Personally Identifiable Information. Our primary goal in collecting information from you is to provide you with a smooth, efficient, and customised experience while using our site.

Personally Identifiable Information
This refers to information that lets us know the specifics of who you are. Personal information is requested when you order a product or service, enter contests, and send us feedback. For example, this information might include your name, billing address, delivery address, telephone number, e-mail address, credit card or other payment information, and product details. With this information, Surfdome can fulfil your orders and provide you with personalised service.

Non-Personally Identifiable Information
This refers to information that does not by itself identify a specific individual. We gather certain information about you based upon where you shop on our site in several ways. This information is compiled and analyzed on both a personal and an aggregated basis. For example, this information may include the Web site's Uniform Resource Locator ("URL") that you just came from, which URL you next go to, what browser you are using, and your Internet Protocol ("IP") address. A URL is the global address of documents and other resources on the World Wide Web. An IP address is an identifier for a computer or device on a Transmission Control Protocol/Internet Protocol ("TCP/IP") network, such as the World Wide Web. Networks like the Web use the TCP/IP protocol to route information based on the IP address of the destination. In other words, an IP address is a number that is automatically assigned to your computer whenever you are surfing the web, allowing web servers to locate and identify your computer. Computers require IP addresses in order for users to communicate on the Internet, browse and shop.

2. Where do we collect information from you and how do we use it?

Our primary goal in collecting personal information is to provide Surfdome’s visitors with a superior customised online experience. We use the customer contact information to fill orders, contact purchasers to inform them of their order status, to send promotional information, to enhance the operation of our site and administer our systems.

Demographic data also may be collected at our site from third party advertising servers, content servers, or web site analysis agents who provide us with the postcode and area code associated with a visitor's server, along with pages viewed on our site. We review the actions of the Surfdome.com visitors on an aggregate basis to determine customers' preferences. Surfdome also completes research on our visitors' demographics, interests, and pages viewed based on the information provided to us during ordering, a promotion, from our server log files, from our web site analysis agents, or from contests, drawings or surveys. We will use this data to tailor the visitor's experience at our site, to improve our marketing and promotional efforts, to statistically analyze site use, to improve our product offerings, and to customise our site's content, layout, and services. We receive reports from third party ad servers, content servers, or a web site analysis agent that tells us how many ads were presented and clicked upon or what content was served or viewed.

We gather information in the following ways:

Shopping
We collect IP addresses for the purposes of system administration, to gather broad demographic information, to enable ads to be served on our site, to report Non-Personally Identifiable Information to our advertisers, and to monitor the level of activity on our site. We collect information from visitors to our site regarding the URLs they came from, domain types (e.g., .com or .co.uk), their IP addresses, the date and time of their visit or order, the number of visits and orders, the number of visits per browsing session, the server type, the operating system and browser type used to come to the site, the country, state and telephone area code where their servers are located, the pages and page titles of our site that visitors viewed during their visit, whether the visitor's computer is enabled for Java or cookies, browser language, applications and plug-ins, and any search terms entered on our site.

Ordering
When you order from us, we collect personally identifiable information from you. If you order one of our products or services, we will collect and maintain your name, e-mail address, billing address, shipping address, telephone number, product selections, credit card or other payment information, order number, referring URL, IP address, page you bought from and a password. We collect this, and other information, as disclosed in this Policy, in order to fill your order, to communicate with you about your order and to send you promotional materials. Before confirming your order, you will have the opportunity to review the product order form and make changes and additions to the information it contained and these changes will be automatically kept for future use.

Gift Certificates
If you purchase a gift certificate from our website, you will give us the recipient's name and e-mail address, the recipient will receive an email from us with the details. The recipient information you provide us will only be used to send the gift certificate and for no other purpose.

Contests
When you enter a contest or other promotion, we may ask you for contact information such as your name, address and e-mail address in order to administer the contest, to send you promotional e-mails, notify winners and make the winners' list publicly available. You consent to such promotional use and disclosure of this information as a condition of your participation.

Newsletters & Promotional E-mails
We may offer free newsletters, and promotional e-mails as a service to our customers. We will send you newsletters and e-mails periodically listing current promotions and deals. Customers can unsubscribe at anytime.

Contact Information
If you contact Surfdome.com or our customer service representatives by telephone, e-mail or letter, we may keep a record of your correspondence or comments. If you report a problem with our site, we may collect such information in a file specific to you. If you contact us through our feedback area or by calling one of our customer service representatives, we may ask for your name, e-mail address and order information in order to send you a reply.

Cookies
We use cookies in the operation of our website which can be deleted by accessing your internet options.

3. How can you update or correct your Personally Identifiable Information?

We believe you should have the ability to access and edit the personal information that you have provided to us. During the online ordering process you can review, change, or delete the information that you have submitted. You may change any of your personal information in your account online at any time. We encourage you to promptly update your information if it changes. You may ask to have the information on your account deleted or removed; however, because we keep track of past purchases, you cannot delete information associated with past purchases. Also, as a security measure we "back up" the data stored on our systems, and such prior information cannot be completely removed from our databases. As a result, you should not expect that all of your Personally Identifiable Information will be completely removed from our backed-up databases.

4. What are your choices regarding collection, use, and distribution of your information?

Email: We may from time to time send you e-mail or other communications regarding current promotions, specials and new additions to the Surfdome.com site. You may "opt-out," or unsubscribe from our newsletters by following the unsubscribe instructions in any e-mail you receive from us, or by sending an e-mail to no_news@surfdome.com. After doing so, Surfdome.com users will not receive future promotional emails unless they open a new account, enter a contest, or sign up to receive newsletters or emails.

5. What security precautions are in place to protect against the loss, misuse, or alteration of your information?

When you access your account information, the information is kept on a secure server and data is encrypted. All of the customer data we collect is protected against unauthorised access by physical security means.

6. Surfdome.com use of cookies.

Surfdome.com Cookies: When you use our site we will store cookies on your computer in order to facilitate and customise your use of our site. A cookie is a small data text file, which a Web site stores on your computer's hard drive (if your Web browser permits) that can later be retrieved to identify you to Surfdome.com. Our cookies store randomly assigned user identification numbers, the country where you are located, and your first name to welcome you back to our site. The cookies make your use of the site easier, allow you to retrieve an earlier shopping cart, make the site run more smoothly and help us to maintain a secure site. You will be unable to shop on our site without your browser set to accept cookies.

7. Privacy Policy changes

If Surfdome.com makes changes to any terms or conditions in the Privacy Policy, the changes will be posted in this document so that you will always know what information we gather, how we might use that information and to whom we will disclose it. We may change, modify, add or remove portions of this Policy at any time, and any changes will become effective immediately.