Special orders, such as a custom surfboard, are taken over the phone as we like to discuss your requirements to ensure you get the most suitable board for you. 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 £100 deposit when you place the order. We are unable to provide refunds or exchanges on special orders, unless we have failed to fulfill the order as it was requested.
We ship all goods within the mainland UK via Royal Mail, TNT or Parcel Force. All surfboards, wetsuits and other large items are sent via TNT, who provide a fast and comprehensive next day delivery service. All other items are sent via Royal Mail or Parcel Force, using their first class signed for service. These could take up to 2-3 working days.
We endeavour to dispatch all goods on the same day, if ordered before 2pm. Orders made after 2pm are normally dispatched the following day. Deliveries are made Monday-Friday between 9-5pm.
For International Delivery we endeavour to deliver within 5 -12 Working Days anywhere in the world, the carrier used depends on the country of destination.
In the unlikely event that your goods do not arrive in the estimated time, please contact us and we will take action on your behalf.
In the event of lost or undelivered parcels, we will refund/send out a replacement after 5 working days of initial delivery for UK orders, and after 28 days for all international deliveries.
Please note that goods delivered to outside of the EU may be subject to a Customs and Import Tax. This is the responsibility of you, the importer to pay. Please seek guidance from your local customs office for more information and current duty rates, as this changes from country to country and is beyond our control. If the duty is unpaid, the product may be impounded by the Customs Office. In this event we would be unable to offer you a refund. If the item is returned to us, we would be able to offer you a refund for the product paid, minus any postage costs and any extra costs incurred in returning the item to us.
In the event of extreme weather conditions or circumstances out of our control, we cannot be held responsible for your 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, Saturdays and Sundays are not available. Please note that orders processed after 2pm 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, an alternative item will be offered or a refund will be paid at your request.
Postage is charged once per order, not per item ordered.
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We endeavour to supply only the highest quality product and we believe that you will be delighted with your choice from Down the Line Surf Company Ltd. 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 30 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)1736 757025 or emailing us at email@example.com 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:
Should you wish to cancel your order, please 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.
Down The Line Surf Company Ltd 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 Down The Line Surf Company Ltd within its online processing, this is done for your own peace of mind. All online payment processing is done by Paypal.
We are a friendly bunch down here, and we pride ourselves on excellent customer service. However, 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 firstname.lastname@example.org alternatively you can contact the Manager Trevor Clayton at the following address:Down The Line Surf Company Ltd