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Frequently Asked Questions
How can I contact Surfdome?
You can contact our customer service on 0844 357 1022 (calls cost local rate); from outside the UK on +44 208 902 9243; or Send us a message through the message centre.
Our lines phone are open as follows:
Monday - Thursday 08.00-20.00
Saturday - Sunday 09.00-17.00
For more queries on how to place the order please go to Amazon Help
Are your products genuine?
Yes, all our products are 100% genuine. We don't sell any used, second hand or fake products.
Note: All correspondence done via Amazon email.
Can I place an order over the phone?
Unfortunately, you can't as we only accept Amazon 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 – Amazon 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.
How many items can I order?
Both UK and International customer can order multiple items from us at the same time just click ‘Add to basket'. Then once you have done all your shopping continue through to payment as you would normally and this will give you delivery options.
Can I order a product in a different colour or size?
All available products are shown on our Amazon site. If you can't see the colour or size you need, this means we don't have it.
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.
Can you wrap my order as a gift?
We do not offer gift wrapping at the moment.
Where is my order?
Once your order is dispatched it can take 3-5 working days for a Standard delivery and 1-2 working days for an Expedited delivery, in the UK. Tracking is available for Expedited orders. If you have not received an email with tracking information, please contact our Customer Service team and they will provide you with one.
International deliveries can take between 3-10 working days, depending on the country you are in.
Who will deliver it to me?
In the UK we use the Royal Mail for Standard delivery and DPD for the Expedited service. For international deliveries we use the Royal Mail, Swiss Post, DPD and FedEx – we select one of these carriers for you based on country and parcel weight.
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 addresses?
We also ship to BFPO Addresses.
Why is my country not on your delivery list?
This means that, at this time, we don't deliver to your country unfortunately.
How can I pay?
We only accept Amazon payments. This is a quick, safe and convenient method of shopping.
If you have a problem with submitting your payment, please refer to Amazon terms for accepted payment methods or contact Amazon Customer Service.
Note: Surfdome does not have direct access to your payment details.
When will I be charged?
You will be charged when we confirmed your order shipment. Amazon will send you a payment confirmation email.
I don't pay tax on our goods, how can we claim back?
All Surfdome Amazon 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 Amazon 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. For UK customers if you provide a cell phone number this service will also be texted to you.
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 UK Standard Class deliveries should take up to 5 working 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 straight away. If it cannot be found, we will arrange a replacement where possible 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 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.
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
*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.
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 or via Amazon 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 send us photos of the damaged or defected part of the product.
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). 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.
Detailed Seller Information
- Business Name: Surfdome Shop Ltd
- Business Type: Online Retailers
- Trade Register Number: 5648145
- VAT Number: GB897083571
- Phone number: 08443571022
- Customer Services Address:
- York House
- Empire Way
- HA9 0PA
- Business Address:
- York House
- Empire Way
- HA9 0PA
Surfdome - Details
- Store front:www.amazon.co.uk/shops/A2B3EIWQ02T1PB
For questions regarding products, order delivery, or returns, please contact Surfdome Customer Service:To initiate a return, please visit Amazon’s Online Return Center to request a return authorization from the seller.
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About SurfdomeWelcome to Surfdome where you will find a huge selection of the world’s most popular lifestyle brands. Covering surf clothing, outerwear, holiday gear, accessories, hardware and equipment for all ages and from all your favourites such as Animal Clothing, Roxy, Quiksilver, Oakley, Fat Face, Billabong, Carhartt, DC, ONeill and The North Face. With over 750 brands and one of the largest selections of summer and winter ranges online we have got you covered year round whether you are travelling to work, the beach or the mountains!Surfdome has been selling on Amazon for many years, providing fast delivery and great customer service to thousands of very happy Amazon customers..
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Surfdome Delivery Rates
Listed below are delivery details for Surfdome, including the geographies delivered to, the service level offered, and the prices charged. Note that media rates are based on dispatching a single item Purchasing multiple media items results in multiple delivery charges.
Delivery rates for all products (excluding Books, Music, Video and DVD) All Regions UK/GB excluding BF address UK, BF Addresses Europe Zone 1 Europe Zone 2 Europe Zone 3 North America Japan UK/GB excluding BF address Street · Standard · (3 - 5 days) Per Shipment Bands Shipment Rate £0.00 to Up £0.00 UK/GB excluding BF address Street · Expedited · (1 - 2 days) Per Shipment Bands Shipment Rate £0.00 to £74.99 £3.95 £75.00 to Up £0.00 UK, BF Addresses · Standard · (3 - 5 days) Per Shipment Bands Shipment Rate £0.00 to Up £0.00 Europe Zone 1 · Standard · (3 - 7 days) Per Shipment Bands Shipment Rate £0.00 to £74.99 £4.95 £75.00 to Up £0.00 Europe Zone 2 · Standard · (3 - 7 days) Per Shipment Bands Shipment Rate £0.00 to £74.99 £6.95 £75.00 to Up £0.00 Europe Zone 3 · Standard · (8 - 12 days) Per Shipment Bands Shipment Rate £0.00 to £74.99 £9.95 £75.00 to Up £0.00 North America · Standard · (6 - 10 days) Per Shipment Bands Shipment Rate £0.00 to £74.99 £9.95 £75.00 to Up £0.00 Japan · Standard · (6 - 10 days) Per Shipment Bands Shipment Rate £0.00 to £74.99 £9.95 £75.00 to Up £0.00
* Delivery Rates for Books, Music, Video and DVDUK
3 - 12 daysExpress Delivery - UK
24 hoursEuropean Union
5 - 12 daysUS (include US Protectorates) and Canada
5 - 12 daysRest of World
7 - 35 days
Books £2.80 £8.98 £4.02 £6.94 £7.00 CDs £1.26 £8.98 £1.82 £3.08 £3.58 Videos £2.80 £8.98 £4.02 £4.94 £5.94 DVD £1.26 £8.98 £1.82 £3.08 £3.58
* Marketplace orders are only accepted for delivery to Supported Countries.
* Your delivery fees when buying Books, Music, Videos and DVDs at Amazon Marketplace are fixed according to the type of product you purchase.
Rates are based on dispatching a single item. Purchasing multiple items results in multiple delivery charges; there are no "per delivery" and "per item" charges, as there are when you buy directly from Amazon.co.uk.
Region Key UK Street England,Wales,Scotland,Northern Ireland,Channel Islands and Isle of Man,excluding BFPO and PO Boxes. UK Off-Mainland *DISABLED* This ship option has been DISABLED and is no longer available to customers for new orders. Previous jurisdiction has been incorporated into 'UK Street'. UK P.O Box P.O Boxes in England,Wales,Scotland,Northern Ireland,Channel Islands and Isle of Man. BFPO English Forces Post Office Europe Zone 1 Belgium,Denmark,mainland France,Germany,Republic of Ireland,Luxembourg,Monaco,Netherlands Europe Zone 2 Greece,Italy,Portugal,Spain Europe Zone 3 Albania,Andorra,Armenia,Austria,Belarus,Bosnia & Herzegovina,Bulgaria, Cape Verde,Croatia (Hrvatska),Cyprus,Czech Republic,Estonia,Faroe Islands, Finland,Georgia,Gibraltar,Greenland,Hungary,Iceland,Latvia,Liechtenstein, Lithuania,Macedonia,Malta,Moldova,Norway,Poland,Romania,Russian, Federation,S Georgia& S Sand Is,San Marino,Slovak Republic,Slovenia, Sweden,Switzerland,Turkey,Ukraine,USSR (former),Vatican City State. Australia and Far East Asia Australia, Brunei Darussalam, Cambodia, Cayman Islands, China, Christmas Island, Cocos (Keeling) Isls, Cook Islands, East Timor, Fiji,French Polynesia, Guam, Hong Kong, Indonesia, Kuwait, Laos, Macau, Malaysia, Mexico, Micronesia, Mongolia, Myanmar, New Caledonia, New Zealand, Niue, Norfolk Island, North Korea,Papua New Guinea, Philippines, Pitcairn, Samoa, Singapore, Solomon Islands, South Korea, Taiwan, Thailand, Tonga, Tuvalu, Vanuatu, Vietnam, Wallis & Futuna Isls. North America Canada,United States. Japan Japan Rest of World Rest of the World. Top of Page
Delivery PoliciesOnce your order has been dispatched you will receive a confirmation email to let you know it is on the way.UK ordersWe aim to dispatch your order within 1-2 working days. The carriers we use for dispatch are Royal Mail Standard (2nd Class), and DPD for Expedited (within 2 working days).PLEASE NOTE: Royal Mail 2nd Class is not a tracked option.All UK Expedited (within 2 working days) orders placed before 3 pm (Monday-Thursday) will be dispatched that day, subject to stock availability. Orders placed via UK Expedited on Friday or Saturday will be delivered on the next working day. Orders made after these times will be dispatched the following day. A signature will be required for Expedited deliveries so please make sure someone is at the delivery address to sign for the goods or send them to an address where someone will be available. If your mobile number is saved in your Amazon profile, we’ll send you a SMS update about your delivery, to let you know the exact date and time that your order will be delivered.There are some postcodes that we are unable to offer Expedited these include:AB - Aberdeen, BT - Belfast, GY - Guernsey, FK - Falkirk, HS - Isle Of Lewis, IM - Isle Of Man, IV - Inverness, JE - Jersey, KY - Kirkcaldy, KW - Orkney Isles, PH - Inverness, PA - Renfrewshire, TR21-25 - Isles of Scilly, ZE - Shetland.Courier services to these areas will generally take an additional 1-2 working day(s).International ordersFor international orders, the couriers we use are Royal Mail International, Swiss Post, DPD and FedEx.Please be advised that for countries outside the EU, as well as the Canary Islands, there may be customs and VAT charges that the customer will be expected to pay. Surfdome are not liable for these payments. All orders dispatched to Russia, Hong Kong and South Korea will be dispatched via FedEx and will therefore go through more vigorous customs checks. Some other large International orders may also be dispatched via FedEx.If you wish to send orders via Royal Mail instead of FedEx, please contact our Customer Service team; however please note that you may be liable for any lost parcels.
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Prices are displayed inclusive of any applicable VAT.
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Privacy & Security
Amazon knows that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. By visiting Amazon.co.uk, you are accepting the practices described in Amazon.co.uk's Privacy Notice.
Surfdome values the privacy of your personal data.
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Returns and Refunds
Please refer to the Amazon.co.uk Return Policy. Please contact Surfdome to get information about any additional policies that may apply:
Contact this seller Phone: 08443571022
To initiate a return, please visit Amazon’s Online Return Center to request a return authorization from the seller.
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Returns and Exchanges
Returns & ExchangesUK RETURNSFree UK returns via Collect+FREE Returns are available at Surfdome.com. All UK clothing and footwear orders can be returned via Collect Plus. There are over 4,500 stores nationwide, including local supermarkets, petrol stations, corner shops and newsagents that are Collect+ partner stores and open for over 9 hours a day with 98% of the stores open 7 days a week. To find your nearest store visit the collectplus.co.uk website. Unfortunately items over 10kgs or over the maximum dimensions of 60cm x 30cm x 30cm cannot be accepted via Collect+. This offer is currently restricted to UK orders only.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 - visit the collectplus . co . uk website.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 second Wednesday.If you have lost your Collect+ insert, please visit the collectplus. co uk website to reprint.Other UK returnsIf you are making your return via another postal carrier, 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 RETURNSSurfdomec/o Norbert DentressangleUnit 29Vaux RoadFinedon Road Industrial EstateWellingboroughNN8 4TGSurfdome 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 the payment method used 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.INTERNATIONAL RETURNSLocal returns now available in Australia, France and the USAWhen 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 UBISydney Ports, Gate B32 Bomborah Point RoadPort BotanyNew South Wales, 2036AustraliaSURFDOME RETOURSGT Logistics155 Rue Fontaine de Bièvre38140 RivesFranceNote: Please only post items into these centres if you live in the same country.All other International returns, should be addressed to:SURFDOME RETURNSSurfdome c/o Norbert DentressangleUnit 29 Vaux RoadFinedon Rd Industrial EstateWellingboroughNN8 4TGUnited KingdomWithin the package include any exchange information that you require. If you chose not to return an item via Collect+, you are responsible for all return delivery costs unless an item has been delivered to you either faulty or incorrectly. If you have received an item that is faulty or sent incorrectly, please contact our customer service team directly by phone or email, and we will refund the cost of any postage due if you unable to return the item via collect+.Items should be returned via a tracked delivery service (such as Royal Mail recorded) to enable your item arrives safely at Surfdome. All exchanges will be shipped out via Royal Mail 2nd class subject to stock availability. Surfdome cannot accept responsibility for items that are not returned by recorded delivery.WarrantyAll 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 our customer service team using this form regarding any warranty questions.