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Frequently Asked Questions

Please find below a list of our most frequently asked questions. If you have any problems then call us direct on 01702 560220 !

General

Why Choose Surfanic?

We are Surfanic. A group of boarder's free riders, designers and fun loving criminals brought together with one goal. To create a product that is high on style and performance yet low on your pocket. Why blow 300 quid on a jacket then leave yourself short for that well earned 10 euro beer !!! We believe in All Style All Substance and fully load our kit with the latest technology and features leaving nothing to chance.  From first time bambi's to seasoned pros, we've got the lot !!! We do the hard work so you can look good, feel good and most importantly wipe out with style, If you can't stand up at least your kit will.

How do I know you website is secure?

We use Sagepay Payment Provider to give added security for you when making a purchase. We do not hold your credit card details in any form whatsoever. Any other personal details you provide are encrypted using SSL (secure socket layer) security with 128bit encryption to ensure that your details remain secure. Privacy Policy information gathered as a result of your visit, or placing an order on this site, will not be divulged to any third party except for purposes of delivering goods. To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. During security checks we may ask for additional information or documentation to help support the data you have supplied.

Where are your Terms and Conditions?

Click here to view our terms and conditions. If you have any question relating to our terms and conditions then please call us on 01702 560220.

Shopping with Surfanic

Do you have the full range online?

Yes, we have the full Surfanic range available on the website. It shows a live stock level and updates all the time so you can see exactly what's available and we have stock of.

Do you have any stores where I can see the range?

Surfanic has 5 stores located in Rochford, Milton Keynes, Castleford, Manchester and Braehead. Use our Store Locator to find the nearest Surfanic store to you. We also have a large number of surfanic stockists around the country, the store locator can also show you these stockists.

Am I able to order over the telephone?

Absolutely, just ring our customer service team on 01702 560220 and we will be happy to take your order over the phone. If you do have any issues with our online payment providers then please call us on 01702 560220

Am I able to add extra items to my order before it despatches?

We often get customers that want to add an extra pair of socks or baselayer onto their order. If you want to do this then you will need to call us on 01702 560220.

Can I order a Gift Voucher?

At present Surfanic does not offer gift vouchers. We are looking into making this service available so stay tuned.

I had a Voucher code but I did not enter it?

Promotion codes/discount codes cannot be used retrospectively on orders and may not be redeemed for cash.

My Order is showing as cancelled or awaiting payment?

In the event that your order is showing either of the above status then its best to give us a call on 01702 560220. Our customer service advisors will help you get it resolved there and then.

I don't know what size I need to buy, do you have a conversion chart that I can look at to help me decide?

All of the products on the site have a link that takes you through to our size chart. It's based on the dimensions of the wearer and will point you in the direction of the size that we think will fit best. Size and fit is a very personal thing, some people want a baggy fit, others a tighter. Rest assured if it's not what you are after you can always send it back for an exchange or refund.

Are all the brands available on the site the same fit and sizing? I can't decide which jacket I like most but want it to be a baggy fit.

Each brand that we sell will have a slightly different fit, take a look at the size charts on each product, this should give you the size we think will fit best.

We have just come back from our ski trip and wore Surfanic everyday. The jacket was immense and we want to write a review. Can we put this on your site?

We would love to hear the tails of your trip. You can review the product by clicking on the product page and adding a review, or you can contact us via email and we can add it to our blog. If you have any stunning photos of the slopes we would also love to see them. Makes us jealous though!

Delivery

How will my Next Day Order be delivered?

Surfanic uses a variety of trusted couriers for our next day delivery service. If you order before 2.00pm on Thursday you should have the order on Friday. If you ordered on a Friday before 2.00pm then you will not recieve your order until Monday. All Next Day orders are tracked and you should receive an email from the courier with the tracking information contained once it leaves Surfanic HQ.

I was not home when my order was delivered, what happens?

The courier will leave you a delivery card with your package information on it. As you were out, the courier will take your package to the nearest depot or post office for you. The card they post through your letter box will tell you which post office has your order and that it is awaiting pickup or that they will re attempt delivery.

No Sign of my order?

If you have placed an order with Surfanic and have not received it within a satisfactory period then please call us on 01702 560220 and we will assist you in tracking it down. We use a combination of courier services and encounter very few issues with deliveries.

Can I pickup my order direct from Surfanic?

Unfortunately we are unable to accept members of the public into our warehouse facility, and therefore parcels cannot be collected by hand. All orders must be despatched to an address of your choosing. Don't forget this can be a work address, so hopefully you can still find a way to get the item delivered.

Do you deliver to BFPO addresses?

Yes and for further information please call us on 01702 560220

I live in Argyll and Bute, am I still able to order?

Yes, we are able to deliver to the Scottish highlands but an extra cost may be incurred. If this is the case we will contact you regarding this as soon as we receive your order.

Do you deliver outside of the UK?

Currently we are only able to ship to the following locations:- Belgium, Bulgaria, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Netherlands, Norway, Portugal, Romania, Slovakia, Slovenia, Sweden, Switzerland, Turkey, United Kingdom and Ukraine

Checkout and Payments

When does my credit/debit card get charged?

Once you place an order with Surfanic your credit/debit card will be charged upon despatch of the goods.

I'm not sure of my 3D secure password, is this a problem?

Unfortunately we can only accept orders where the user completes the payment process including their 3D secure password. If you are unsure of this, we would recommend you contacting your Card issuer.

I would like to buy a new jacket from you but I don't have any access to a credit or debit card, can I send you the cash in the post?

Unfortunately not, as with all Internet transactions we need to take funds electronically to be able to complete a transaction. Are you able to visit one of our stores, as they can obviously accept cash through their tills.

Returns and Refunds

What is you Returns Policy?

Click here to view our returns policy. Returns Policy Page

Can I return an item if I don't like it?

Of course you can, we are sure that you will like your purchase, and we want you to be totally satisfied, but if it's not what you were after just send it back. We give you a free return postage label which you can use to send the goods back. Don't worry about how long you've got either, we give you a whole year to return your goods. That's all part of our 365 satisfaction guarantee.

How long do I have to return an unused item? I am aware for the next 3 weeks in Chamonix and won't be able to return the item until after that.

We want you to be totally satisfied, but if it's not what you were after just send it back. We give you a free return postage label, which you can use to send the goods back. Don't worry about how long you've got either; we give you a whole year to return your goods. That's all part of our 365 satisfaction guarantee.

How long will a Refund take?

Once goods are received back refunds can take up to 30 days. Refunds will be against your original payment method and can take 3-5 days to be appear on your account.

How long does an exchange take?

Once good are received back an exchange should happen on the same day. This is of course providing we have the exchange item in stock. If we do not then we will be in touch regarding this. Please note exchanges usually take around 5-7 business days to arrive.

I received a faulty product what should I do?

If you receive your order and any of the goods are faulty or incorrect then please contact Surfanic on 01702 560220 and we will arrange to have the correct goods sent out to you and exchanged immediately. We would never intentionally despatch any garment or product to a customer in less than perfect condition, so please accept our sincerest apology.

How should I send goods back to Surfanic?

Click Here to view our returns policy and how you should return goods back to us.
Returns Policy Page

Do I have to pay a restocking charge that I have seen listed on some other websites?

Absolutely not, we are not going to charge you any additional fees if you choose to send something back.

How much does the postage cost to return an unwanted item?

Not a penny, we give you a free return postage label, which you can use to send the goods back. If the goods are over £100 we would recommend you using a tracked service, but that's up to you. We will reimburse £3 of this cost but the freepost label is always there if you would rather.

Can I get a refund if the item is the wrong size/or not quite what I thought?

We want you to be totally satisfied, but if it's not what you were after just send it back. We give you a free return postage label, which you can use to send the goods back. Don't worry about how long you've got either; we give you a whole year to return your goods. That's all part of our 365 satisfaction guarantee.

I've just got back from 2 weeks in Salt Lake, but unfortunately the jacket I ordered wasn't quite the right size, I didn't take it with me, but I have now had it for 6 weeks, is there anything you can do?

You've had the jacket 6 weeks, so that's another 46 weeks to the return the goods. You've got a whole year so don't worry if it takes 6, 10, 30, or 51 weeks.

The item that I would like to exchange my order for is showing as out of stock, can I get a refund now and wait for the item to come back into stock?

Yes, this is no problem. Unfortunately despite our best efforts we cannot always have everything in stock. We are more than happy to issue you a refund and then you can always place a new order when the item becomes available.

I bought a jacket in the Castleford store, but I have changed my mind, can I sent it back for a refund?

Unfortunately we are unable to process refunds for items bought in our stores. The item would need to be returned to the original store it was purchased from with a receipt.

I've had a Surfanic jacket for a year, but I think it may have a small fault with the inside pocket, is there any sort of guarantee? I'm sure it probably doesn't cover a jacket this old, but I thought I would ask.

You've only had the jacket a year, we think that's early days. All Surfanic products come with a 2 year guarantee. Don't forget to register your purchases at www.surfanic.co.uk/2year to activate this guarantee.

Jobs

I'm interested in working for Surfanic, do you have any positions available?

Best thing to do is send us a CV to customer.services@surfanic.com and we can take a look.

Team up with Surfanic

I run a local dry slope, can I buy in bulk from you, as I would like to use Surfanic as the hire gear?

We would love to be able to help out with the supply of this clothing, please drop us an email at customer.services@surfanic.com.

Do you offer sponsorship opportunities?

This is something we are always on the look out for. We can't make any promises, but drop us a mail and we can certainly look into it. Email us at customer.services@surfanic.com

I run a blog site discussing the latest trends in the snow sports market. I would like to advertise your brand, do you run an affiliate scheme?

Sounds like a great site. We do run an affiliate program take a look at our affiliates page for more details

My wife and I run a small winter sports store in Aviemore, and would like to stock Surfanic, who do we need to talk to?

Please send all enquiries to customer.services@surfanic.com. We are only to pleased to talk through any opportunities that may be available.

Additional Information:


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