How can I contact Surfdome?
You can contact our customer service on 0844 357 1022 , from outside the UK: +44 208 902 9243 , email us at email@example.com , or via eBay messages.
Our lines are open as follows:
Monday - Thursday 08.00-20.00
Saturday - Sunday 09.00-17.00
Are your products genuine?
Yes, all our products are 100% genuine. We don't sell any used, second hand or fake products.
Can you provide me with any further product information?
We endeavour to put as much product information as we can but if you require additional information, please contact us at firstname.lastname@example.org , eBay messages or call our customer service on 0844 357 1022, from Outside the UK: +44 208 902 9243 . We will try to respond to your query as soon as possible.
Please note that due to different monitor settings, a true colour of the product can be slightly different to the image shown on eBay.
Please Note: Any Christmas orders placed between November 1st and December 31st 2012 may be returned for refund or exchange up to January 31st 2013.
Can I place an order over the phone?
Unfortunately, you can't as we only accept PayPal payments which can't be made over the phone.
What will happen once I placed an order?
When you submit your order, you will receive these email communications:
Confirmation email – this will be sent out once the order is placed successfully.
Payment received – Pay Pal will notify you of the payment confirmed.
Despatch email – this will be sent out once your order is shipped from our warehouse.
Feedback email – this is to remind you to leave us feedback.
Please note that some email accounts might send emails from unrecognized email addresses straight to the junk folder or block them.
How many items can I order?
If you are a UK customer you can order multiple items from us at the same time . Click ‘add to basket' rather than ‘buy it now'. Then once you have done all your shopping continue through to payment as you would normally and this will give you one delivery charge.
For international customers, we are working to have this available going forward. Please contact us straight away once you have paid for all items and we will try to combine your orders if you are wanting multiple items.
Can I cancel & change my order?
Because want you to enjoy your order as soon as possible, we work super fast here at Surfdome, 7 days a week, to ensure your order is picked, packed and dispatched without delay. We're really proud of this but it does mean that if you need to change any of the details in this order we recommend that you call our Customer Service team on 0844 357 1022 (UK local call rate) or from outside the UK please call +44 208 902 9243 at your earliest convenience.
Unfortunately if your order is already dispatched you will need to follow our returns and exchanges process.
Can I order a product in a different colour or size?
All available products are shown on our eBay site. If you can't see the colour or size you need, this means we don't have it.
Can I make a bid?
Unfortunately, we operate as a fixed price seller only.
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 much does delivery cost?
Listed below are the delivery charges:
Days for Delivery From Despatch
UK Mainland 2nd Class Post
3-5 working days
UK Mainland 1st Class Post
2-3 working days
UK Mainland Express Delivery/Next Day-24hr
Within 2 working days
5-7 working days
Rest of the world
7-10 working days
For full shipping information, please Click here
Can I change my delivery address?
You can only change your delivery address before you submit the order. Once the order has been dispatched we are unable to amend the address.
Do we deliver to BFPO & PO Box addresses?
Unfortunately, we do not ship to BFPO & PO Box Addresses.
Why is my country not on your delivery list?
This means that at this time we don't deliver to your country.
How can I pay?
We only accept PayPal payments. This is a quick, safe and convenient method of shopping. No debit/credit card payments, cheques and bank transfers are accepted.
If you have a problem with submitting your PayPal payment, please contact PayPal customer services.
When will I be charged?
You will be charged immediately. PayPal will send you a payment confirmation email.
How long do I have to pay?
Immediate payment is required for purchase.
I don't pay tax on our goods, how can we claim back?
All Surfdome eBay Store 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 eBay Store, 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'.
What happens if I am not home when my package is delivered?
Our couriers will leave a card explaining where your package is and also provide the package tracking number. DPD will email you to let you know what time slot your package will be delivered (within a two hour slot) and you can either arrange somebody to be there at that time or reply to the email to arrange an alternative delivery date.
My order has not arrived, where is it?
All courier deliveries will have tracking available and you should be able to check the progress of your order via the tracking provided. If, for any reason, you do not have the tracking number, you can also email us or contact our Customer Service Hotline (on 0844 357 1022(UK local call rate) or from outside the UK please call +44 208 902 9243) quoting your order number and our staff will check the progress of your parcel.
For courier deliveries, we suggest you check whether you have a text message, email or attempted delivery card from one of our carriers as your parcel may be awaiting collection at a local delivery depot.
Royal Mail First Class deliveries should take up to 3 working days from the date of despatch and Second Class up to 5 days from the date of despatch. 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 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.
Returns & Exchanges
How can I return my goods if I would like an exchange or refund?
Surfdome is committed to you being fully satisfied with your purchases. If, for any reason, you would like to return any unworn/unused products, please follow the guidelines on the reverse of your invoice or on the collect+ enclosure in your package. Items must be returned within 30 days from date of purchase. Items must be returned with all their tags and in the same packaging they arrived in. 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 are a UK customer, you can return your clothing or footwear order via our free collect+ service or for both UK and International customers you make your own arrangements through any postal carrier.
Upon inspection of returned product, Surfdome will issue a full refund to PayPal for the purchase less the original delivery charge. 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.
For full details please Click here
Where do I send my return?
Surfdome c/o Norbert Dentressangle
Unit 29 Vaux Road
Finedon Rd Industrial Estate
Local returns now available in Australia, France and the USA
When returning goods to Surfdome from Australia, France and USA there is no need to pay expensive international postage charges as your item can be sent to a local address.
Please clearly mark the returned item(s) with the returns address and ensure that the 7 digit reference number is in view. This will ensure your refund is processed quickly. Please send the item to your country's returns centre:
SURFDOME c/o UBI
Sydney Ports, Gate B3
2 Bomborah Point Road
New South Wales, 2036
155 Rue Fontaine de Bièvre
P.O Box A
Franklin, MA, 02038
*Please only post items into these centres if you live in the same country.
All other International returns, should be addressed to:
Surfdome c/o Norbert Dentressangle
Unit 29 Vaux Road
Finedon Rd Industrial Estate
Can I collect items or drop them back to your 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
How long does it take to process my Refund & Exchange?
Your refund/exchange will be issued once the items are received back to us. All parcels should be processed within 5 working days of arriving back to Surfdome.
If it is an exchange we will post the item(s) back to you free of charge.
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 on 0844 357 1022, from outside the UK: +44 208 902 9243, email us at email@example.com or via eBay Messages. We can then either arrange collection 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 have sent my items to Surfdome but you do not appear to have received them, how do I make a claim?
If you didn't use our free Collect+ service, 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 ).We suggest wait 14 days for the parcel to arrive at Surfdome . If the parcel is lost by courier, we suggest you contact them and make a claim. International customers are advised to contact their state postal service for more advice on how to make a claim.