Customer Services and Terms
Welcome to Urbansurfer.co.uk - Purveyors of boardriding goodness since 1995
We've put our hearts and souls into making Urbansurfer.co.uk as user-friendly as possible, ordering with us is quick, safe and totally secure. If it’s on the site… It’s in stock!
If you need any help, check the sections below and hopefully you'll find an answer! If your question isn't answered below, email us at help@urbansurfer.co.uk or FREEPHONE 0800 7835733 anytime Monday-Friday, 9am - 5pm to talk to our customer service team.
Ordering and Payment Information
You can place your order with us in one of two ways...
Online
The easiest way for you to order from Urbansurfer.co.uk is to use our secure shopping basket. It's easy to use and 100% safe!
Visa, Visa Electron, Master Card, UK Maestro, Solo, Visa Debit, AMEX
Order Hotline
If you don’t trust the ‘interweb’ or a Bangladesh call centre and would prefer to talk to us personally, give us a shout Monday-Friday 9am-5pm.
FREEPHONE: 0800 783 5733
Outside UK: +44 (0)1392 823346
Special Orders
We here at Urbansurfer.co.uk pride ourselves on being able to get hold of pretty much anything from our suppliers, if you want something that you can't see on the site or is out of stock, send us an email or pick up the phone and call us. We'll bend over backwards to help you out!
We do require full payment at the time the order is taken, and we are unable to provide refunds or exchanges on special orders unless we have not fulfilled your order as requested. Special Orders are not subject to standard delivery times/costs etc...
Delivery
We can ship to your home or work address depending on your requirements. Please make sure you have provided us with the correct ‘Billing’ address if it is different to the ‘Shipping’ address.
Please include all relevant details; Name of recipient / Business, House Number, Town, County, Country and Postcode (and preferably a daytime contact number).
Please note: We reserve the right to amend any shipping costs/dates/times when necessary. This does not affect your statutory rights. Please contact us if you have any queries or concerns regarding Delivery and Shipping.
UK Standard Delivery (Royal Mail 1st Class Recorded) - £3
Default charge to all orders under £70. Items will be dispatched within 24hrs (Monday-Friday). Orders placed after midday Friday will be sent out on Monday. This has a 2-3 Working Day Delivery time and will require a signature. Traceable service.
UK Next Working Day Delivery (Interlink Express Courier by 3pm) - £5
An Express Courier service that can be applied to all orders under £70. Orders placed by 2:15pm (Monday-Thursday) are guaranteed to be delivered by 3pm the following day. Orders placed by 2:15pm Friday will be delivered on the following Monday.
(Please Note: UK MAINLAND ONLY. Certain postcodes (example. Scottish Highlands) maybe automatically changed to a by 4pm or a ‘two day’ parcel service.)
UK Free Next Working Day Delivery (Interlink Express Courier by 3pm) FREE when you spend over £70
Spend over £70 and you will automatically be upgraded to FREE Next Day Delivery. Please note: the same conditions apply as our Next Working Day service (above).
International (Parcel Force Worldwide) - £10 (standard)
Our default charge to any destination outside UK Mainland is £10. Different options are available for different ‘World Zones’ etc and vary drastically depending upon weight, size, volume and destination. We cannot guarantee delivery times.
Currently Ireland, Jersey, Guernsey etc… are considered as ‘offshore’ destinations and therefore are not included in our Standard and Next Day UK MAINLAND delivery options. Charges/Delivery times are negotiable. Please contact our Dispatch team for a quote.
Please note: We retain the right to refuse/change and amend any orders that do not comply with the delivery options available to us.
Returns: Exchanges & Refunds
For the peace of mind of our customers all purchases are covered by our 10 day exchange or refund promise (10 days from when you receive your order).
The product must be returned unworn and in its original condition (with tags etc…). If a product is returned within 10 days in the required condition, we will refund you in full or provide you with a same cost alternative if you'd prefer - All you pay for is the return postage of the goods.
If the returned item is faulty, or you did not order it, or for any other reason that is our fault, we will also pay for the cost of the return postage. If this happens, just give us a call or an email first and we will let you know how you should send the item back to us.
To return an item you must first obtain a returns number. Please email us at returns@urbansurfer.co.uk with your order details and the action you'd like to take. We will then send you your returns number. Alternatively you can phone us up for a returns number. Please phone 0800 783 5733 and a member of staff will issue your returns number. Once you have your returns number, write it down on the returns label on your invoice and stick it to outside of the package.
For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery, and send to the address below.
RETURNS - Urbansurfer.co.uk
Unit 5, GD Units
Cofton Road
Marsh Barton
Exeter, Devon
EX2 8QW
Christmas shopping exchanges
We're a nice bunch at Urbansurfer so anything you buy
from us in the month of December can be returned up to the 10th of
January!
Privacy Policy and Data Protection
Please note Urbansurfer Ltd will not disclose information about our customers to third parties except where it is a necessary part of providing a service to you - eg arranging for a product to be sent to you.
We will not rent or sell your name, address, e-mail address, credit card information or personal information to any third party without your permission.
If you have signed up for our e-mail newsletter, you will only receive information from Urbansurfer.co.uk.
For any information on our privacy policy and statement please contact us.