Terms & Conditions

Ordering & Payment

There are 2 ways to order:

Special Orders:

Special orders, such as a custom surfboard, are taken over the phone as we like to discuss your requirements to ensure you get exactly what your after, prior to placing your order we will ask you to confirm you are happy, as ultimately it’s your responsibility to check that all the details are correct.

All special orders require you to pay in full when you place the order. We are unable to provide refunds or exchanges on special orders, unless we have failed to fulfilled the order as it was requested.

Delivery Policies:

We ship all goods within the UK via Night Freight who provide a fast and comprehensive Next Day delivery service.

We endeavour to dispatch all goods ordered within 48 hours of purchase, generally goods ordered before 2pm are shipped the same day; Orders made after 2pm are normally dispatched the following day, delivery within the UK takes 2-5 workings days. Deliveries are made Monday-Friday between 9-5pm.

For International Delivery please email or call for a delivery price do not order until delivery is arranged. We endeavour to deliver within 3-5 Working Days anywhere in the world, the carrier used depends on the country of destination.

In the event of extreme weather condition or circumstances out of our control, we cannot be held responsible for you order not arriving Next Day. However we will make every effort for your order to get to you as soon as possible.

Deliveries on Bank Holidays, Saturday and Sunday are not available. Please note that orders processed after 1pm on Friday will not be dispatched until Monday (or Tuesday when a Bank Holiday falls on a Monday).

In the event the item(s) are out of stock, you will be contacted and the goods will either be dispatched as soon as possible or an alternative item will be offered.

Postage is charged once per order, not per item ordered.

Refunds, Replacements and Cancellations:

We endeavour to supply only the highest quality product and we believe that you will be delighted with your choice from Escape Surfboards. However, if you are unhappy with the product in any way it can be returned to us following the simple steps outlined below.

We accept returns up to 14 days after the date of dispatch. If you wish to return an item to us you must first obtain a return number. You can do this by phoning us on +44(0)1208 863962 or emailing us at info@escapesurfboards.co.uk and quoting your order number. We cannot accept any returned items without this prior authorisation. No returns will be accepted without this number marked clearly on the outside of the package.

Please send the item for return back promptly after you have received your returns number. Please Note:

• Any items returned must be in the original condition that you received them from us with all packaging and tags intact.
• If you wish to exchange an item(s) you have to cover the cost of the return postage and there will be an additional postal charge for the replacement item(s).
• If you are returning an item to us for a refund you must cover the cost of postage back to us.
• If you have received an item that is faulty, or has been sent by us incorrectly we will refund the cost of any postage due.
• You are responsible for the item(s) until they reach us.
• For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery.

Should you wish to cancel your order contact us before dispatch and we will refund your payment. If you wish to cancel after the item(s) have been dispatched please follow our returns process.

We reserve the right to cancel orders should we identify an order to be fraudulent or if shipping costs are out of proportion to the order value.

 

Security, Privacy, and Complaints Policy

Security & Privacy:

Escape Surfboards holds the minimum information to ensure your order is processed and delivered to you successfully. All address and contact information collected during the order process is stored securely and will not be shared with any third parties without your permission. No credit card information is stored by Escape Surfboards within its online processing, this is done for your own peace of mind, online payment processing is done by PayPal.

Complaints:

If you have any reason to feel you have been treated unfairly or that your shopping experience was unsatisfactory please contact us immediately so that we can resolve the situation. Please contact info@escapesurfboards.co.uk alternatively you can contact us at the following address:

Escape Surfboards,

Unit 12
Pityme Ind Est
St.Minver
Wadebridge
Cornwall
PL27 6NS
UK
+44(0)1208 863962