Customer Services
Welcome to the Surf Unleashed help section, we've made ordering with us totally safe, hassle free, secure and fully guaranteed. We have worked hard to ensure our site and ordering process is as quick and easy to use. The following should help with your shopping experience.
If you do still have a question please e-mail service@surfunleashed.com, or call 0845 8907981
You don’t stock what I need?We stock a broad range of items but there will always be something we don’t have. Please email us at sales@surfunleashed.com and we will try and source it for you. |
When do I pay?When you reach the final billing page and press 'Submit Your Order' we will immediately contact your bank/ card issuer for authorisation to take payment from your account. If the payment is authorised you will receive an e-mail within a few minutes confirming your order. When your order is dispatched the authorisation will be charged to your card. Can I pick up my order?At this time we cannot offer this service. We are reviewing collection options and would welcome input from our customers. Please email service@surfunleashed.com if you have any suggestions Where is my delivery?We aim to deliver as quickly as possible using reliable couriers. Please allow 7-10 working days at worst for UK delivery. As our UK delivery is free we hope this is acceptable. If you need a faster delivery please contact us and we will try to accommodate, however additional delivery costs may apply. Please contact us at sales@surfunleashed.com for delivery outside of the UK. What about shipping outside of the UK?Surfunleashed.com will deliver products to virtually anywhere in the World. However we have no control over import charges for deliveries outside of the UK. Please contact your in country customs office for more info. Please contact us on sales@surfunleashed.com or 08458907981 for overseas delivery rates and to place your order. My password is not recognised?If you have forgotten your password, we can re-send you your password details to the email address you registered with. Just fill in the box by 'Forgotten Your Password?' on the login page. If you are still having problems please e-mail service@surfunleashed.com I'm having trouble placing my order?We use cookies to temporarily store the contents of your basket, please make sure that you can accept cookies from us. If this problem persists please e-mail service@surfunleashed.com or call 0845 8907981 What if I need to send something back for exchange or refund?If you are not completely satisfied with your purchase it can be exchanged or the cost of the item(s) refunded. All purchases are covered by a 14 day exchange or refund guarantee. Please e-mail service@surfunleashed.com to request a returns number. In all return correspondence please indicate your order ID, the items you wish to return, and let us know if you would like an exchange or refund. This returns number must be clearly marked on the outside of the package sent back to us. No return will be accepted without this number marked clearly on the outside of the package. You can return your order, to the address below, within 14 days of the date on your invoice. Returns older than 14 days will not be accepted, unless agreed by surfunleashed.com in advance. You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery. Products must be returned in their original condition including tags & packaging. If goods are not returned in the condition in which you received them we reserve the right to refuse such returns. We will refund you any money you have paid us for the product(s) being returned, or provide you with a same cost alternative if required. The original postage cost is not refundable under normal circumstances. All you pay for is the return postage of the goods. Please send returns to: Surf Unleashed Returns Can I change my mind before delivery?We despatch our products as quickly as possible so it is not always possible to stop the delivery of an item. If we can stop the order before dispatch we are happy to accommodate an exchange or full refund. You do also have the right to cancel your order under the United Kingdoms Distance Selling Regulations, any item purchased from surfunleashed.com for a full refund. Order cancellations must be confirmed in writing, quoting your order number, within 7 days of placing your order and can be sent by e-mail to service@surfunleashed.com Once you have cancelled your order, the goods should be returned in their original condition within 14 days of receipt. The item is your responsibility until it reaches us and you are responsible for the cost to return an item. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. I know I won’t be in when you deliver?Don’t worry. The majority of our couriers will leave a card with details of how you can either re-arrange delivery or collect directly from their depot |
My delivery isn’t what I ordered or is faulty?
We’re sorry if this happens. We do try really hard to ensure our items are ordered correctly and packed securely but issues can occur. Please contact us via service@surfunleashed.com with details of your order number, name, address and contact number and we will contact you to ensure a replacement or refund is progressed as quickly as possible.
The original postage cost is not refundable under normal circumstances. All you pay for is the return postage of the goods. If you return an item to us that is faulty, or a problem order of any kind, we will also pay for the cost of the return postage.