> General

Why shop at Surfdome.com?
Surfdome is proud to say it stocks over 800 lifestyle brands, selling clothing, accessories equipment and holidays. We ship globally to more than 50 countries and in 2009,2010 and 2011 won the Bizrate Circle of Excellence Award for Overall Satisfaction, Product Selection, Ease of Finding Products, Likelihood to Shop Again, Product Met Expectations, On-time Delivery and Customer Support.

Are your products genuine?
All our products are 100% genuine.

Can you price match from other websites?
As long as we are able to verify the price from another 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.

> Shopping

Can I place an order over the phone?
Absolutely, our Customer Service staff will be happy to help you with your order. Please call on our local call rate number 0844 357 1022 (From outside the UK please call +44 208 902 9243).

Can I change or add items to my order after it is completed?
Yes no problem, provided it hasn't already been shipped (please call immediately on our local call rate number 0844 357 1022 - by the time an email reaches us your order may well have left the warehouse). To change an item after completing an order, please contact our Customer Services team and we will amend it for you. To add an item, it is best to place a further order with free delivery and then call or email our Customer Services team to let them know. For orders outside of the UK we can refund the price of the postage of the 2nd order and send both orders out together.

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.

Where is there warranty information on your website?
All products purchased from Surfdome carry the full manufacturers warranty unless sold as a "no warranty" item. Special circumstance: 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 email 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 payment page.

I forgot to use my Coupon Code for my purchase can I claim it back after?
Unfortunately after an order is dispatched we can no longer refund on Coupon Codes.

Will I be charged customs and import charges?
For regions outside of the European Union any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel and vary from country to country. Unfortunately, we have no control over these charges, and cannot tell you what the exact cost will be (if there is any). There are no customs or import duties within the EU as we ship from the UK.

How do I cancel my order?
If your order has not started being processed by our warehouse, you can contact us on 0844 357 1022 (from outside the UK please call +44 208 902 9243) and we will be able to help you. 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 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.

> Delivery

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, 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 these services, 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 or email 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.

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 0844 357 1022 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 email us or call 0844 357 1022.

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.

Do you deliver to BFPO addresses?
Yes, we currently deliver to BFPO addresses. Please make sure to include the correct billing address at the checkout, as well as the full details of the BFPO delivery address. Please note: delivery may take up to 4 to 5 weeks dependent on where you are stationed.

Hardware deliveries
Surfdome wants to ensure you receive your item safely and securely. With this in mind we inspect all our boards 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 0844 357 1022 or via our contact form.

International Delivery

How will my order be delivered?
For international orders, the couriers we use are Royal Mail, DPD and FedEx. Royal Mail deliveries are made locally by your national postal service. Where possible we will give you a choice of options and unless specified we will choose the most appropriate option depending on the weight or value of your order.

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 will 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.

If none of these apply or you still can't find your parcel, our Customer Service Team is here to help. You can email us or call +44 (0)208 902 9243. In the event that your parcel has gone missing we will send a replacement of 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.

Import duty and taxes
For orders within the EU, no additional duties or taxes will be charged to your order.

For orders outside the EU, local import duties or taxes may apply. Unfortunately we have no control over these and the cost will vary from country to country. These costs will be the responsibility of the customer so it's a good idea to check whether these will apply to you.

If these local import/custom charges are refused or not paid by the customer, then the item could be returned to Surfdome or possibly destroyed if too expensive to return. Please note: If your item is not returned to us, 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 product/s minus any costs incurred in returning them to Surfdome.

> Where is my order?

It looks like my order hasn't been sent yet. What's going on?
There may be factors that could be causing delay to you order, for example:
- unforeseen circumstances beyond our control may have delayed the dispatch of your order from our warehouse;
- unforeseen circumstances beyond our control may have delayed the receipt of items from manufacturers or suppliers;
- during the winter months adverse weather conditions may cause disruption;
- your payment card may have been declined.

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 or Fedex and you have your tracking ID, we'd suggest that you contact them directly. To contact DPD call 08445 560 560 and for Fedex call 08456 07 08 09.

> Checkout

Why is my country not on your delivery list?
Unfortunately at this time we may not deliver to your country, however if you contact our customer services team they may be able to provide a suitable shipping method for you at a price that suits.

Will I be charged customs and import charges?
For regions outside of the European Union any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel and vary from country to country. Unfortunately, we have no control over these charges, and cannot tell you what the exact cost will be (if there is any). There are no customs or import duties within the EU as we ship from the UK.

> 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.

Can you price match from other websites or stores?
As long as we are able to verify the price from other 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.

We don't pay tax on our goods, how can we claim back?
All Surfdome prices are inclusive of VAT at the rate appropriate to the country of receipt within the EU. Our prices do not include VAT for customers outside of the EU so the price on the Surfdome website, is in these cases, the price without VAT.  Delivery costs will be charged in addition and such additional charges are clearly displayed where applicable in the ‘Grand Total'.

> 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.

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 4,500 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 4,500 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 email. 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.

I live in Australia, how do I return my order to Surfdome?
We recommend always using a Recorded method of delivery when posting back your order to us. Please clearly mark the returned item(s) with the returns address and ensure that the 7 digit reference number is in view.
Please send the item to your country’s returns centre:

UBI c/o SURFDOME
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.

I live in France, how do I return my order to Surfdome?
We recommend always using a Recorded method of delivery when posting back your order to us. Please clearly mark the returned item(s) with the returns address and ensure that the 7 digit reference number is in view.
Please send the item to your country’s returns centre:

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

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

I live in the USA, how do I return my order to Surfdome?
We recommend always using a Recorded method of delivery when posting back your order to us. Please clearly mark the returned item(s) with the returns address and ensure that the 7 digit reference number is in view.
Please send the item to:

SURFDOME
P.O Box A
Franklin, MA, 02038
USA

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

All other International returns, should be addressed to:

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

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 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 email. 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.

> 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.