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General
How can I contact Surfdome?
You can contact our customer service on 03333359935, from outside the UK: +44 20 3051 6599 or via eBay messages.
Our lines are open as follows:
Monday - Friday 08.00-20.00
Saturday - Sunday 09.00-18.00


Ordering and Payment


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.


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.


How many items can I order?
If you are a UK customer, you can order multiple items from us at the same time by clicking ‘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.
Some international customers might also be able to take an advantage of the ‘add to basket’ option but please note this is down to eBay settings and may not be available for all countries we ship to.


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.


Can I cancel or amend my order?
Once an order has been placed, we are unable to cancel or amend it. However you can return any unwanted or incorrectly ordered items for a refund once you have received your order.


Can I make a bid?
Unfortunately, we operate as a fixed price seller only.


Product Information
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 through eBay messages. We will try to respond to your query as soon as possible.


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.


Why are not all sizes in stock?
It can happen that some sizes sell out quicker than the others and also some brands produce their garments in limited sizes.
If you do not see the size in the size drop down menu, then we do not have it in stock.


When is a product coming back into stock?
Most products that we sell are seasonal and once they are sold out, we might not be able to stock them again in the future. However, some brands re produce their most popular products and our customer service team will be able to tell you whether a product will be coming back into stock next season or not. Please contact us through eBay messages with the product details.
Delivery
What delivery options can I choose from? How much do they cost?


United Kingdom

Estimated Delivery Time

Price

Economy (Royal Mail 2nd class)

Up to 5 working days

Free

Standard (Royal Mail 1st class)

Up to 3 working days

£1.95

Express (DPD)

Within 2 working days

£4.95

Europe

5-7 working days

£4.95

Rest of the World

7-10 working days

£9.95

For full shipping information, please click here.
Can I change my delivery address?
Once an order has been placed, we are unable to cancel or amend it. However you can return any unwanted or incorrectly ordered items for a refund once you have received your order.


Why is my country not on your delivery list?
This means that at this time we don't deliver to your country.


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 recommend that you check with your local customs office before placing an order these charges vary from country to country. We do not have any 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 destroyed. 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 am not at home?
If your order was sent by Royal Mail, they 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.
If your order was sent by courier, they will leave a calling card if they were unable to deliver. You will then be able to schedule a redelivery, free of charge. Alternatively, you can also reply to the text message you received if you provided your mobile phone number when placing your order.


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
  • 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 none of these apply or you still cannot find your parcel, our Customer Service Team is here to help.

Returns & Exchanges


UK Returns


What is your returns policy?
You have 30 days from the date on which the goods were received to return any item.
How do I return an unwanted product within the UK?
To return a product, there is no need to call or email us, just follow these simple steps:

  • Complete the return note 

Please tick the ‘Refund’ or ‘Exchange’ box next to the products you are returning and choose a reason code from the list. If you are exchanging a product, please ensure that you state the size and colour of the replacement item. In case you have already disposed of your return note, please attach a note with your name and billing address details or order number so that we can identify the return.

  • Repackage your products 

Tear off the return note and place it inside the package. Please note that returned products must be unused and have all packaging and tags intact.

  • Return via your preferred method 

At Surfdome we offer a free returns service via Collect+, alternatively you can also use Royal Mail. If selecting an alternative service we recommend using a tracked service. Take the parcel to your nearest store/post office and keep any receipts as they will contain your tracking number.
Returns are normally processed within 10 working days, once the returned products have been received into our warehouse.
Upon inspection of the returned product, Surfdome will issue a full refund less the original delivery charge. In the unlikely event that an item is returned to us in an unsuitable condition, Surfdome reserves the right not to refund the item and arrange to send the item back to you at your expense.
A refund confirmation email will be sent to you once your return has been processed.
International returns
How do I return an unwanted product from overseas?
To return a product, you do not need to call or email us, just follow these simple steps: 

  • Complete the return note

Please tick the ‘Refund’ box next to the products you are returning and choose a reason code from the list. In case you have already disposed of your return note, please attach a note with your name and billing address details or order number so that we can identify the return.

  • Repackage your products 

Tear off the return note and place it inside the package. Please note that returned products must be unused and have all packaging and tags intact.

  • Return via your preferred method 

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.
Returns are normally processed within 10 working days, once the returned products have been received into our warehouse.
Upon inspection of the returned product, Surfdome will issue a full refund less the original delivery charge. In the unlikely event that an item is returned to us in an unsuitable condition, Surfdome reserves the right not to refund the item and arrange to send the item back to you at your expense.
A refund confirmation email will be sent to you once your return has been processed.


What are the return addresses for international customers?


Local returns are only available for our UK, Australian and American customers. Customers living in France, Germany, Spain and Portugal can use the ReBOUND platform, by clicking here. All other international returns need to be posted to:


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


Please note that returned products cannot be dropped back at our warehouse or offices. They need to be posted.


I am a customer from France/Germany/Spain/Portugal, how do I send my return?

 


For our Surfdome Customers based in France or Germany we recommend using the ReBOUND return service by visiting their website
To return a product, you do not need to call or email us, just follow these simple steps:
1. Go to ReBOUND returns 
2. Start your return registration by telling us your order number and country of residence. Your order number can be found on your order confirmation email or the dispatch note included with your original shipment.
3. Select a return method that suits your needs. We recommend that you select one of the tracked options to enable you to check the progress of your return.
4. Please confirm your sender address, phone number and email address. ReBOUND will send your return confirmation to the email address provided. The email will contain links to track your return shipment and a copy of your unique return label (so that you can print out your label at a later date if you do not currently have access to a printer).
5. Proceed with the payment.
6. Print your label and attach it on the parcel.
You may also return your parcel to us directly, without going through ReBOUND, to our UK Returns address:
SURFDOME RETURNS
c/o XPO Logistics
Unit 29 Vaux Road
Finedon Road Industrial Estate
Wellingborough NN8 4TG
United Kingdom
Please note that returned products cannot be dropped back at our warehouse or offices. They need to be posted.


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:
I-parcel c.o Qantas Freight Enterprises Attn: I-parcel UK returns – SD
International Freight Terminal Building
59 Service Road
Melbourne Airport
VIC 3045 Australia
Please only post items into this centre if you live in Australia. Your parcel may be refused if you send it to this address but you do not live in Australia.


I am a customer from the US, where do I send my return?
When returning goods to Surfdome from the US there is no need to pay expensive international postage charges as your item can be sent to a local address:
I-parcel Attn: I-parcel UK returns - SD
45 Fernwood Ave Edison
NJ 08837 USA
Please only post items into this centre if you live in the US. Your parcel may be refused if you send it to this address but you do not live in the US.