Frequently Asked Questions
Opening Times: Monday-Friday: 8am - 8pm
Saturday-Sunday: 9am - 6pm
Bank Holidays: 9am - 6pm
All times are GMT
Email: Send a message to the Customer Service Team using our online form
CLICK HERE

> Popular Questions

Can I place a telephone order?
We are not able to take payments over the phone. Our website has been designed to offer you maximum security and you can pay by debit, credit cards, Amex and PayPal.

Can I change my order?
Because we operate a very fast 24/7 Warehouse once your order is placed it is sent immediately to the warehouse and changes cannot be made. If you have ordered the wrong item we would ask you to make another order and send the incorrect item back to us.

How long do I have to return an item?
You have 30 days from the date on which the goods were received to return any item.

How do I return an unwanted item within the UK?
That’s not a problem just follow these easy steps:

1. Simply repackage your item, and using your invoice tell us what you wish to return and the reason. In case you have already disposed of your invoice, please attach a note with your name and billing address details or order number so we can identify the return.

2. You can return your parcel for free using our Collect+ service. To find your nearest store click here. If returning via Royal Mail please see UK Royal Mail Returns information - click here.

3. Use the Collect+ label on your invoice to address your parcel (covering all existing labels).

4. Take the parcel to your nearest store the shop keeper will give you a receipt. Please keep your receipt as this is your tracking number. The store will forward your parcel to our warehouse.

Your return should be processed within 10 working days of your Surfdome goods being dropped at your selected Collect+ store. For example, if you dropped the orders into a Collect+ store on Wednesday, you can expect your return to be processed by the following Friday. A refund confirmation email will be sent to you once your return has been processed.

How can I reprint another collect plus free postage label for use in the UK?
If you have lost your Collect+ insert, please click here to print off a new one.

How do I return an unwanted item and exchange it for a new item?
There is no need to call. If you wish to exchange any items, to ensure availability we recommend that your place a new order on Surfdome.com and we will refund the original items when they are returned to us.

If you prefer to return your item first and request an exchange please check that the value of your new order is not more than your returned items (if it is please return your items for a refund and re-order, as we are not currently able to charge your card) and follow the steps in the section above.

Your return should be processed within 10 working days of your Surfdome goods being dropped at your selected Collect+ store. A dispatch confirmation email will be sent to you and if any refund is due, an email will be sent to confirm the refund amount.

How do I return an unwanted item from overseas?
You can return an unwanted item within 30 days from the date on which the goods were received. There is no need to call.

1. Simply repackage your item, using your invoice tell us what you wish to return and the reason. In case you have already disposed of your invoice, please attach a letter with your contact details or order number so we can identify the return.

2. Choose a courier or local postal service that you prefer. We recommend that you choose a tracked service so that you can follow your parcel. You will be responsible for the cost of returns from overseas.

3. Ensure that you address the parcel to our warehouse and that you mark your return as “Returned unwanted Customer order”.

It normally takes around 15 working days for your parcel should reach our warehouse. A refund confirmation email will be sent to you once your return has been processed.

How do I return an unwanted item and exchange it for a new item from overseas?
There is no need to call. If you wish to exchange any items, to ensure availability we recommend that your place a new order on Surfdome.com and we will refund the original items when they are returned to us. Please follow the steps in the section above.

Do I have to pay for returning my goods if I would like an exchange or refund?
No, you can return your UK clothing or footwear order via over 5,250 stores nationwide, including local supermarkets, corner shops and newsagents. Collect+ stores are open for over 9 hours a day, Monday to Saturday, with over 98% of the stores open 7 days a week. To find your nearest store click here.

Unfortunately items over 10kgs or over the maximum dimensions of 60cm x 30cm x 30cm cannot be accepted via Collect+. All you need to do is complete the returns form provided with your order and enclose it with your parcel. Peel off the label on your Collect+ insert and stick it onto your parcel. (covering all existing labels) Simply take your parcel to any of 5,250 local stores offering Collect+ services, where you'll receive proof of postage and a code to track your return online. You can track your order using the code here.

If I don’t have a Collect+ store near me can I return via Royal Mail?
At Surfdome we do offer an alternative returns service in the UK using the Royal Mail. All you need to do is complete the returns invoice provided with your order and enclose it with your parcel.

1. Peel off the label on your Royal Mail Returns label and stick it onto your parcel. Download your free Royal mail label PDF RM 48 Free Returns Letter Final Inc Label.

2. Simply take your parcel to your local post office. This service is tracked. If you hand the parcel to the counter staff, always obtain a receipt and your tracking number. Hold on to this until your refund has been made.

Your return should be processed within 10 working days of your Surfdome goods being dropped at the post office. A refund confirmation email will be sent to you once your return has been processed.

To print your Royal Mail returns label please click here.

How can I return a large item?
Please contact us if your return is large and cannot be returned using the Collect+ or Royal Mail free service in the UK. We can offer advice and help you find the most economic method to return your item.

How can I return my parcel using my own carrier?
You can also return your order at your own cost via another carrier. Please address you parcel to our warehouse and indicate clearly that the contents of your parcel are Customer Returns.

Your website is showing sold out of a product or size. Are you getting any more?
Our buying team work hard to keep our website updated with new season and regular product lines to show you everything that is available. New lines are amended each day and stock levels are checked throughout the day, so we advise you to continue to check the website.

My order has not arrived, where is it?
If your order has not reached you within the estimated delivery period, it could be for the following reasons:

• The carrier has experienced a delay. In which case your tracking information should display any delays and the new delivery date.
• The delivery company has tried to deliver and has left you a calling card.
• Your parcel has been left with a neighbour.
• Your parcel has been left in a safe place (if you specified this in the delivery notes).

If none of these apply or you still can't find your parcel, our Customer Service Team is here to help. You can contact us by clicking here.

Has my return been processed yet?
We aim to ensure that your return is processed within 5 working days of us receiving it. We advise that you should send your parcel back via a recorded delivery service or via Collect+ (UK only) to enable you to ensure it reaches us. If you send us your tracking number with details of you order and the items you have returned, this will enable us speed up your return.

> General

Why shop at Surfdome.com?
Surfdome stocks over 900 lifestyle brands, selling clothing, accessories and equipment. We ship globally to more than 50 countries.

What do our customers say about us?
We want to ensure to that our customers have the best experience and we encourage customers to leave reviews on site such as Trustpilot and Shopzilla. To check out our reviews on Shopzilla, click here, and for Trustpilot, click here.

Can you price match from other websites?
As long as we are able to verify the price from another UK website we will happily price match. However, we cannot match additional promotions or discount codes that another website may be using in conjunction with their price offer.

How long will my email take to answer?
We aim to respond to your email within 24 hours.

How can I contact you from outside the UK?
You can email us using the contact us form, or call us on +44 208 902 9243. We currently have German, French, Portuguese, Slovak, Czech and Russian speaking members of our customer service team.

Our international lines are open:
Monday-Friday: 8am - 8pm GMT
Saturday-Sunday: 9am - 6pm GMT

Customers from France can reach our French speaking advisors on 0800 919 903 (free of charge from a landline).
Our French lines are open:
Monday-Friday: 9am - 6pm GMT

Customers from Germany can reach our German speaking advisors on 0800 187 3042 (free of charge from a landline).
Our German lines are open:
Monday-Friday: 9am - 6pm GMT

> Shopping

The item I saw was on sale yesterday but now it's not. Can I get them at the Sale price?
Unfortunately the price that is showing on the website is the valid price. We cannot offer an item at the sale price once it has come off sale.

Can I place a telephone order?
We are not able to take payments over the phone. Our website has been designed to offer you maximum security and you can pay by debit, credit cards, Amex and Paypal.

Your website is showing sold out of a product or size. Are you getting any more?
Our buying team work hard to keep our website updated with new season and regular product lines to show you everything that is available. New lines are amended each day and stock levels are checked throughout the day.

Where is there warranty information on your website?
All products purchased from Surfdome carry the full manufacturer's warranty unless sold as a "no warranty" item. In the extremely unlikely 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 contact our customer service team regarding any warranty questions.

How long is my Gift Voucher valid for?
Gift Vouchers have no expiry date - if the payment page tells you that a coupon has expired, this is because you have entered the Gift Voucher code in the coupon code box. Be sure to delete it from that box and enter it into the Gift Voucher box on the delivery page.

I forgot to use my Coupon Code for my purchase can I claim it back after?
Unfortunately after an order is dispatched we cannot refund a Coupon Code.

Can I change my order?
Unfortunately not. Because we operate a very fast 24/7 Warehouse once your order is placed it is sent immediately to the warehouse and changes cannot be made. If you have ordered the wrong item we would ask you to place another order and send the incorrect item back to us.

How do I cancel my order?
If your order has not started being processed by our warehouse, please contact us immediately on 03333 359935 we will be able to advise you what to do. If our warehouse has started processing the order, we are unable to cancel it and we would advise that you return the item as soon as you receive it.

How do I cancel my order under the distance selling regulations?
The UK Distance Selling Regulations advise you have seven working days to cancel the contract for your order with us and we will issue you with a full refund. The seven working days starts from the day after you receive your order. We need written confirmation of cancellation from you, so you'll need to contact us by email quoting your order number. If you have already received your order, you will need to return all the items in the order. You will need to pay the cost of returning the order. The items must be in their original condition and will be inspected once we have received them. If we do not receive the cancelled order back, we may arrange to have them collected at your cost.

> UK Delivery

How will my order be delivered?
Surfdome offers a range of delivery methods which you are able to select during the checkout process. These include FREE UK delivery via Royal Mail 2nd Class, 1st Class Delivery, Click & Collect, and Courier deliveries with 24 hour, 48 hour and Saturday delivery options. Next Working Day Delivery will be made by DPD.

You will be sent a tracking number for Next Day, 48 Hour or Saturday delivery options, however you can call our Customer Service Hotline quoting your order number and our staff will happily check the progress of your parcel.

Because a signature is required for DPD deliveries, we've added the convenience of a one-hour delivery window. Just provide us with your mobile telephone number in the checkout and DPD will send you the following:

• An initial SMS or email to confirm your Surfdome order has been dispatched
• A second contact on the day of delivery confirming that delivery is due with an hour delivery window, with the option of changing the delivery date or delivering to a neighbour. This is usually sent about 8.30am on the morning of your delivery.

If, for any reason, you missed your delivery, you will receive a notification from DPD via email or SMS.

In the event DPD experiences delays getting parcels out for delivery, they will also inform you via SMS or email.

Click & Collect enables you to get your orders delivered to one of over 5,250 local stores in the UK for collection at your convenience using our Click & Collect Next Working Day delivery service. For further details, click here.

Hardware deliveries - for items such as surfboards - are made by Night Freight or DPD. Due to the size of these packages, delivery will often take place within 2 to 3 working days. Online tracking isn't always available for bulky items however we'll keep you up to date on the progress of your delivery via email. You can also contact us or call us on 03333 359935 for further information.

What happens if I am not home?
The Royal Mail will leave the package at your nearest post office for you to collect. They will leave a calling card to say they have attempted delivery and at which post office your parcel is being held for collection.

DPD will leave a calling card if they were unable to deliver. You will then be able to schedule a redelivery, free of charge.

My order has not arrived, where is it?
If your order has not reached you within the estimated delivery period, it could be for the following reasons:

• The carrier has experienced a delay. In which case your tracking information should display any delays and the new delivery date.
• The delivery company has tried to deliver and has left you a calling card.
• Your parcel has been left with a neighbour.
• Your parcel has been left in a safe place (if you specified this in the delivery notes).

If none of these apply or you still can't find your parcel, our Customer Service Team is here to help. You can contact us or call 03333 359935.

Occasionally parcels do go missing in the post. In the event that your parcel has gone missing we will send a replacement or issue a refund for the order.

An item in my order is wrong, missing or faulty
If upon receiving your order any of the products have been damaged or have not been including the package, please contact our Customer Service Team and they will arrange a replacement.

Hardware deliveries
Surfdome wants to ensure you receive your item safely and securely. With this in mind we inspect all hardware items before dispatch. We also ask you to inspect the packaging when the item arrives with the courier, before signing off the courier delivery. In the unlikely event of there being any damage please sign for the delivery and write 'damaged'.

If the packaging is damaged and the courier refuses to allow you to sign for the package as damaged, please take the time to unwrap and inspect the product prior to signing. If there is further refusal, please contact Surfdome on our customer service number 03333 359935 or via our contact form.

> International Delivery

Where do you deliver?
Surfdome currently ship to many countries all over the world, including Western & Eastern Europe, North Amercias and Australasia.

We ship to the following countries:

Western Europe Eastern Europe Americas Asia-Pacific
Andorra Albania Canada Australia
Austria Belarus Christmas Island New Zealand
Belgium Bosnia & Herzegovina USA East Timor
Canary Islands Bulgaria   Hong Kong
Cyprus Croatia   Japan
Denmark Czech Republic   Malaysia
Finland Estonia   Phillippines
France Hungary   Singapore
Germany Latvia   South Korea
Gibraltar Lithuania   Taiwan
Great Britain Moldova   Thailand
Greece Montenegro   Turkey
Iceland Poland    
Ireland Romania    
Italy Russian Federation    
Luxembourg Serbia    
Malta Slovakia    
Monaco Slovenia    
Netherlands Ukraine    
Norway      
Portugal      
San Marino      
Spain      
Sweden      
Switzerland      
Vatican City      

My country is not in the list, are you planning to ship there?
If you cannot find your country on the checkout page or the list above, this means that unfortunately we currently do not ship there. However, we regularly review our shipping options, so please make sure you visit our website again soon.

Do all products qualify for international delivery?
Almost all our products can be shipped overseas. In case we are unable to ship a specific product overseas, a disclaimer will be put under the product description. This might be due to carrier or certain brands restrictions.

Where are you based and where are orders shipped from?
Surfdome are a UK based company and all orders are shipped from the UK.

Will I be charged customs and import tax?
Please be advised that for countries outside the EU, as well as the Canary Islands, there may be taxes, fees or other charges that you will be expected to pay. We advise you to check with your local customs office before the order is placed as these charges vary from country to country. We do not have a control over these charges and do not hold current duty rates on file.

If these local import and custom charges are refused or not paid by you, then the item could be returned to Surfdome or possibly destroyed if too expensive to return. If your order is not returned to us in these circumstances, we may not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned products minus any costs incurred in returning them to Surfdome.

What happens if I enter an incorrect or incomplete delivery address?
We are unable to check all delivery addresses so it is your responsibility to ensure that all delivery details are entered correctly. Surfdome are not responsible for any delays or failed deliveries that might occur by providing wrong or incomplete details.

Can I request a specific method of shipping?
We will choose the most appropriate shipping method depending on the weight or value of your order. Our customers can use the 'Shipping Instructions' box at the check out to request a specific carrier, however, we cannot guarantee to use your preference.

How will my order be delivered?
International orders will be sent either via international standard post, DPD or FedEx. We will choose the most appropriate option depending on the weight or value of your order. Certain carriers might require a signature. An email will be sent to you confirming when your parcel has been dispatched and it will tell you how your parcel has been posted.

Please note that all orders going to Russia are shipped via FedEx. Due to customs restrictions, some large parcels might be split and shipped over several days.

How long will my order take?
Western Europe:

Country
Delivery Estimates
Andorra 7-10 days
Austria 5-7 days
Belgium 5-7 days
Canary Islands 7-10 days
Cyprus 7-10 days
Denmark 5-7 days
Finland 5-7 days
France 5-7 days
Germany 5-7 days
Gibraltar 5-7 days
Greece 7-10 days
Iceland 7-10 days
Ireland 5-7 days
Italy 5-7 days
Luxembourg 7-10 days
Malta 5-7 days
Monaco 5-7 days
Netherlands 5-7 days
Norway 5-7 days
Portugal 7-10 days
San Marino 5-7 days
Spain 7-10 days
Sweden 5-7 days
Switzerland 5-7 days
Vatican City 5-7 days

Eastern Europe:

Country Delivery Estimates
Albania 7-10 days
Belarus 10-15 days
Bosnia & Herzegovina 7-10 days
Bulgaria 7-10 days
Croatia 7-10 days
Czech Republic 5-7 days
Estonia 5-7 days
Hungary 5-7 days
Latvia 5-7 days
Lithuania 5-7 days
Moldova 7-10 days
Montenegro 7-10 days
Poland 5-7 days
Romania 7-10 days
Russian Federation 5-7 days
Serbia 7-10 days
Slovakia 5-7 days
Slovenia 5-7 days
Ukraine 10-15 days

Asia Pacific:

Country Delivery Estimates
Australia 10-15 days
New Zealand 10-15 days
East Timor 7-10 days
Hong Kong 10-15 days
Indonesia 10-15 days
Japan 10-15 days
Malaysia 10-15 days
Phillippines 10-15 days
Singapore 10-15 days
South Korea 10-15 days
Taiwan 10-15 days
Thailand 10-15 days
Turkey 10-15 days

Americas:

Country Delivery Estimates
Canada 10-15 days
USA 10-15 days

How can I track my order?
Once your order is dispatched from our warehouse, you will receive a dispatch confirmation email with a link to our carrier's website where you can track your order. Orders sent via DPD and FedEx will only be tracked once the courier has collected them, if your tracking doesn't work first time check the next day.

For DPD parcels, if there is only one scan in the tracking information it means that your order has been prepared by us but has not reached the courier yet. You should see more definite information when the parcel is scanned by DPD.

For FedEx, please allow couple of days for the courier email to arrive.

If your order is sent via international standard post, please note that this service is not tracked.

What happens if I am not home?

In some countries, DPD will send you an email and SMS to let you know what time slot your package will be delivered. If you are unavailable during this time slot you can reply to the email or SMS to arrange an alternative delivery date, free of charge. This service is available in the following counties:

• Belgium
• Germany
• Ireland
• Luxemburg
• Netherlands
• Slovakia

In other countries, DPD or FedEx will leave a calling card to say they have attempted delivery and how to arrange it to be re-delivered or collected.

Your national postal service should leave the package at your nearest post office for you to collect. They should leave a calling card to say they have attempted delivery and at which post office your parcel is being held.

My order has not arrived, where is it?
If your order has not reached you within the estimated delivery period, it could be for the following reasons:

• The carrier has experienced a delay in which case your tracking information should display any delays and the new delivery date.
• The delivery company has tried to deliver and has left you a calling card.
• Your parcel has been left with a neighbour.
• Your parcel has been left in a safe place, if you specified this would OK in the delivery notes.
• Local delays due to work volumes or weather conditions.

If none of these apply, please check with the carrier or your local sorting office as they might be able to locate your parcel and provide you with further information.

If you still cannot find your parcel, our Customer Service Team is here to help. You can email us using the contact us form or call us on +44 208 902 9243. In the event that your parcel has gone missing we will investigate and after a specific time period has passed we will attempt to organise a replacement to be sent out.

The tracking for my order shows a delivery attempt but I wasn't able to accept my parcel. What do I do now?
We would recommend that you contact the carrier directly to arrange a redelivery. It may be possible to collect your parcel, if you would prefer.

The tracking for my order says it's been delivered but I haven't got it. What can I do?
Some carriers allow their drivers to release a package provided that a signature was obtained as proof of delivery. The signature can be requested from a neighbour. We would suggest checking with your neighbours. If your package has been delivered to a neighbour, you may find that a card was left telling you where the parcel is. Alternatively, the parcel may have been left in a secure location on your property. Please check the tracking information to see if it mentions a secure location.

If there is still no sign of your parcel please contact your courier directly or email us using the contact us form or call us on +44 208 902 9243 and we will do everything we can to help you.

There isn't any tracking for my order and it's later than I expected. What happens now?
If your order has been dispatched and the expected delivery date has passed, we recommend that you ask your local postal sorting office if they have already tried to deliver it, or ask your neighbours if the package has been left with them. Please also check that the delivery address you gave us is correct in your account by clicking on the relevant order number to view the delivery address.

If you still cannot find your parcel, please email us using the contact us form or call us on +44 208 902 9243 and quote your order number. We will do our best to locate your parcel. If it cannot be found, we will arrange a replacement for you.

My order seems to be on its way back to Surfdome. Why?
Your parcel may be undeliverable. This may be because the carrier cannot locate or access your address. We are not able to resend a parcel returned as undeliverable but will refund the order in full when the parcel reaches us. If you would still like the item that is being returned please double-check that the delivery address you entered is correct and place a new order.

> Where is my order?

It looks like my order hasn't been sent yet. What's going on?
Please check for any notifications which we may have sent you regarding the status of your order. If you receive notification that your payment card has been declined, please check whether your payment card has expired. If your payment card is still in date, please contact your bank directly to find out why the card has been declined; only your bank can provide such information to you.

The tracking for my order shows a delivery attempt but I wasn't able to accept my parcel. What do I do now?
We'd recommend that you contact the carrier directly to arrange a redelivery. It may be possible to collect your parcel, if you'd prefer.

The tracking for my order says it's been delivered but I haven't got it. What can I do?
Some carriers allow their drivers to release a package provided that a signature was obtained as proof of delivery. The signature can be requested from a neighbour. We'd suggest checking with your neighbours. If your package has been delivered to a neighbour, you may find that a card was left telling you where the parcel is. Alternatively, the parcel may have been left in a secure location on your property. Please check the tracking information to see if it mentions a secure location.

If there's still no sign of your parcel please use the contact us form and we'll do everything we can to help you.

There isn't any tracking for my order and it's later than I expected. What happens now?
If your order has been dispatched and the expected delivery date has passed, we recommend that you ask your local postal sorting office if they've already tried to deliver it, or ask your neighbours if the package has been left with them. If your delivery has not arrived, we suggest that you ask your local postal sorting office if they've already tried to deliver it, or ask your neighbours if the package has been left with them. Please also check that the delivery address you gave us is correct in your account by clicking on the relevant order number to view the delivery address.

If you still can't find your parcel, please email us using the contact us form and quote your order number. We'll do our best to locate your parcel straightaway. If it cannot be found, we will arrange a replacement or refund for you.

My order seems to be on its way back to Surfdome. Why?
Your parcel may be undeliverable. This may be because the courier cannot locate or access your address. We're not able to resend a parcel returned as undeliverable but will refund the order in full when the parcel reaches us. If you'd still like the item that's being returned please double-check that the delivery address you entered is correct and place a new order.

The tracking for my order shows one scan. Does this mean it's on its way?
If there's only one scan in the tracking information it means that your order has been prepared by us but hasn't reached the carrier yet. You should see more definite information when the parcel is scanned by the carrier.

I'm expecting delivery of a large item from you and I haven't heard from the carrier. What should I do?
Please ensure you have a valid daytime telephone number on your account. Your confirmation e-mail listed the carrier who's delivering your order. If your order was being delivered by either DPD and you have your tracking ID, we'd suggest that you contact them directly on 08445 560 560.

> Payment

When will my card be charged for payment?
Monies will be taken from your bank account when items are dispatched from our warehouse, not when you place the order online.

Why was my order cancelled or declined?
We will always try to contact you if an order has to be cancelled. This may be due to you entering address details/card details incorrectly. If you have moved recently and not amended your address, cancellations may also occur.

What currency can I pay with?
Product prices can be displayed in Great British Pounds, Euros, US Dollar, Russian Rubles, Norwegian, Swedish or Danish Kroner and Australian Dollars. To view prices in your local currency please click on the currency icon in the top right corner on our home page. Please note that after you have placed your order, you will be charged in Pounds Sterling. Your bank or credit card provider will determine the exchange rate applicable at the time of transaction and may also add an additional processing fee. These fees are outside of our control.

Can you price match from other websites or stores?
As long as we are able to verify the price from other UK sites or stores we will happily price match. However, we cannot match additional promotions or discount codes that another store or site may be using in conjunction with their price offer.

How long is my Gift Voucher valid for?
Gift Vouchers have no expiry date - if the payment page tells you that a coupon has expired, this is because you have entered the Gift Voucher code in the coupon code box. Be sure to delete it from that box and enter it into the Gift Voucher box on the payment page.

> Returns

How long do I have to return an item?
You have 30 days from the date on which the goods were received to return any item.

How do I return an unwanted item within the UK?
That’s not a problem just follow these easy steps:

1. Simply repackage your item, and using your invoice tell us what you wish to return and the reason. In case you have already disposed of your invoice, please attach a note with your name and billing address details or order number so we can identify the return.

2. You can return your parcel for free using our Collect+ service. To find your nearest store click here. If returning via Royal Mail please see UK Royal Mail Returns information - click here.

3. Use the Collect+ label on your invoice to address your parcel (covering all existing labels).

4. Take the parcel to your nearest store the shop keeper will give you a receipt. Please keep your receipt as this is your tracking number. The store will forward your parcel to our warehouse.

Your return should be processed within 10 working days of your Surfdome goods being dropped at your selected Collect+ store. For example, if you dropped the orders into a Collect+ store on Wednesday, you can expect your return to be processed by the following Friday. A refund confirmation email will be sent to you once your return has been processed.

How can I reprint another collect plus free postage label for use in the UK?
If you have lost your Collect+ insert, please click here to print off a new one.

How do I return an unwanted item and exchange it for a new item?
There is no need to call. If you wish to exchange any items, to ensure availability we recommend that your place a new order on Surfdome.com and we will refund the original items when they are returned to us.

If you prefer to return your item first and request an exchange please check that the value of your new order is not more than your returned items (if it is please return your items for a refund and re-order, as we are not currently able to charge your card) and follow the steps in the section above.

Your return should be processed within 10 working days of your Surfdome goods being dropped at your selected Collect+ store. A dispatch confirmation email will be sent to you and if any refund is due, an email will be sent to confirm the refund amount.

How do I return an unwanted item from overseas?
You can return an unwanted item within 30 days from the date on which the goods were received. There is no need to call.

1. Simply repackage your item, using your invoice tell us what you wish to return and the reason. In case you have already disposed of your invoice, please attach a letter with your contact details or order number so we can identify the return.

2. Choose a courier or local postal service that you prefer. We recommend that you choose a tracked service so that you can follow your parcel. You will be responsible for the cost of returns from overseas.

3. Ensure that you address the parcel to our warehouse and that you mark your return as “Returned unwanted Customer order”.

It normally takes around 15 working days for your parcel should reach our warehouse. A refund confirmation email will be sent to you once your return has been processed.

How do I return an unwanted item and exchange it for a new item from overseas?
There is no need to call. If you wish to exchange any items, to ensure availability we recommend that your place a new order on Surfdome.com and we will refund the original items when they are returned to us. Please follow the steps in the section above.

Do I have to pay for returning my goods if I would like an exchange or refund?
No, you can return your UK clothing or footwear order via over 5,250 stores nationwide, including local supermarkets, corner shops and newsagents. Collect+ stores are open for over 9 hours a day, Monday to Saturday, with over 98% of the stores open 7 days a week. To find your nearest store click here.

Unfortunately items over 10kgs or over the maximum dimensions of 60cm x 30cm x 30cm cannot be accepted via Collect+. All you need to do is complete the returns form provided with your order and enclose it with your parcel. Peel off the label on your Collect+ insert and stick it onto your parcel. (covering all existing labels) Simply take your parcel to any of 5,250 local stores offering Collect+ services, where you'll receive proof of postage and a code to track your return online. You can track your order using the code here.

If I don’t have a Collect+ store near me can I return via Royal Mail?
At Surfdome we do offer an alternative returns service in the UK using the Royal Mail. All you need to do is complete the returns invoice provided with your order and enclose it with your parcel.

1. Peel off the label on your Royal Mail Returns label and stick it onto your parcel. Download your free Royal mail label PDF RM 48 Free Returns Letter Final Inc Label.

2. Simply take your parcel to your local post office. This service is tracked. If you hand the parcel to the counter staff, always obtain a receipt and your tracking number. Hold on to this until your refund has been made.

Your return should be processed within 10 working days of your Surfdome goods being dropped at the post office. A refund confirmation email will be sent to you once your return has been processed.

To print your Royal Mail returns label please click here.

How can I return a large item?
Please contact us if your return is large and cannot be returned using the Collect+ or Royal Mail free service in the UK. We can offer advice and help you find the most economic method to return your item.

Do I have to pay for returning my goods if I would like an exchange or refund?
No, you can return your UK clothing or footwear order via over 5,250 stores nationwide, including local supermarkets, corner shops and newsagents. Collect+ stores are open for over 9 hours a day, Monday to Saturday, with over 98% of the stores open 7 days a week. To find your nearest store click here.

Unfortunately items over 10kgs or over the maximum dimensions of 60cm x 30cm x 30cm cannot be accepted via collect+. All you need to do is complete the returns form provided with your order and enclose it with your parcel. Peel off the label on your Collect+ insert and stick it onto your parcel. Simply take your parcel to any of 5,250 local stores offering Collect+ services, where you'll receive proof of postage and a code to track your return online. You can track your order using the code here.

If you have lost your Collect+ insert, please click here to print off a new one.

You can also return your order at your own cost via another carrier. We advise you use Royal Mail recorded delivery or another similar service to ensure we can track that your package has arrived at our warehouse.

If you have received an item that is faulty or received incorrectly, please contact our Customer Services Team by phone or via our contact form. We can then either arrange collection, provide you with a pre-paid returns label or arrange suitable advice regarding your return.

Where do I need to send my return?
Local returns are only available for our UK, French and Australian customers. All other international returns need to be posted to:

SURFDOME RETURNS
Surfdome.com
c/o Norbert Dentressangle
Unit 29
Vaux Road
Finedon Road Industrial Estate
Wellingborough
NN8 4TG

I am a customer from Australia, where do I send my return?
When returning goods to Surfdome from Australia there is no need to pay expensive international postage charges as your item can be sent to a local address:

SURFDOME c/o UBI
Sydney Ports, Gate B3
2 Bomborah Point Road
Port Botany
New South Wales, 2036
Australia

Please only post items into this centre if you live in Australia. Your parcel may be refused if you send it to the Australia address and you do not live is Australia.

I am a customer from France, where do I send my return?
When returning goods to Surfdome from France there is no need to pay expensive international postage charges as your item can be sent to a local address:

SURFDOME RETOURS
GT Logistics
155 Rue Fontaine de Bièvre
38140 Rives
France

Please only post items into this centre if you live in France.

Collect plus say that my returns label barcode cannot be read or is incorrect?
A new collect plus label can be downloaded from our website if this happens click here.

Has my return been processed yet?
We are processing returns quickly and aim to ensure that your return is processed within 5 working days of us receiving it. We would ask you to track your parcel if your return confirmation email has not been received after 5 working days please let us know. Sending us your tracking number with details of you order and the items you have returned will allow us speed up your return.

How long does it take to process my refund?
All refunds should take no more than 5 working days from when your item(s) arrives back to Surfdome. Please allow for a further 5 working days for the refund to show up in your bank account as this may vary.

How long does it take to process my exchange?
All exchanges should take no more than 5 working days from when your item(s) arrives back to Surfdome. We will then post the exchange(s) back out to you which will take 3-5 working days to deliver. If you need an exchange quickly, we recommend placing a new order for the product online, so it is shipped instantly, and then requesting a refund for the item being sent back.

What do I do if I have received a faulty product or the wrong item?
If you have received an item that is faulty or received incorrectly, please contact our Customer Services Team by phone or our online form. We can then either arrange collection, provide you with a pre-paid returns label or arrange suitable advice regarding your return. To speed up any faulty returns process for hardware orders, if possible, please provide Surfdome with pictures of the damage in advance of any call or return request.

If I am returning something that I have purchased with a Gift Voucher/Credit Note can I get a money refund?
Unfortunately not, we can only refund monies in the original format they were purchased with. We will add the amount of any refund back onto a Credit note.

I have sent my items to Surfdome but you do not appear to have received them, how do I make a claim?
The first thing to do is check that your item has been delivered to us and signed for (we recommend using Royal Mail Signed For Service to be sure of delivery, you can track your parcel at http://track.royalmail.com). If it hasn't and appears to still be making its way back to Surfdome we suggest you wait 15 days. From here, please contact Royal Mail or the courier you used and they will take you through making a claim.

Can we collect items or drop them back to the Warehouse for returns?
Unfortunately customers cannot collect or return items directly to the Surfdome warehouse or offices at this time. Please return the item free via Collect+ or via post, at your own cost, using the returns procedure on your delivery note. For full details on returns, click here.

> Student Discount

What is the NUS Extra discount?
NUS Extra discount is available for holders of the NUS Extra Card which is issued by the National Union of Students.

Surfdome currently offer 15% discount. To redeem this discount, you need to get your 18 digit code from NUS Extra. To obtain one, please click here.

How does it work?
When you make your first purchase with us, your account with a unique password will be automatically created. Enter your full NUS Extra card number into the 'Coupon Code' box on the 'Basket' page or on the 'Shipping and Payment' page and click 'Apply'. The code will then be validated and attached to your account.

When you make further purchases, you need to log in to your account and enter your NUS Extra card number again.

If you have more accounts with Surfdome, the code will only be attached to one account so make sure you use the same one if you want the discount to be applied.

The NUS Extra discount is non-transferable and Surfdome reserve a right to withdraw it without a notice if misused. The discount is only valid for as long as your NUS Extra Card is valid. When you renew the card, please use the new code and your account will be automatically updated.

Does it apply to all products?
Yes, the discount is valid on all items excluding delivery charges and gift vouchers. However, some brand and category exclusions may apply and the code cannot be used in conjunction with any other offer. Surfdome reserve the right to terminate this discount without notice.

Is there a limit?
Yes, there is a monthly limit of £1000.

I am a student but I do not have the NUS Extra card. Can I use this discount?
Unfortunately not. However, to receive our other offers and discounts you can sign up to our newsletter by entering your email address in the sign up box found below or on our homepage. Like us on Facebook and follow us on Twitter to be kept up to date on all our offers.

> Careers

If you are interested in a career at Surfdome, click here to view our current vacancies.

> Cookies & Privacy

How do you use Cookies and what is your Privacy policy?
To understand how we use cookies, please click here. To view Surfdome's Privacy Policy, please click here.