FAQ

How do I amend or cancel an order?


Amending your order We're sorry that in most circumstances it's not possible to make changes to your order once it has already been despatched from the warehouse, then you'll need to return the item following our Returns procedure. Read 'How do I return an item' for details on how to do so. If your order hasn’t left the warehouse yet, we may be able to change delivery address details, remove items from your order or cancel it completely. Please email email info@eastcoastsurf.co.uk for advice or use our online chat window below. Cancelling your order If your order has already been despatched from the warehouse, you'll need to return the item following our Returns procedure in the event of any unwanted products. Read 'How do I return an item' for details on how to do so. Missing, incomplete or damaged orders For damaged products, incomplete orders or despatched orders that don't arrive within the expected time period, please email info@eastcoastsurf.co.uk. If you prefer, you can also return damaged goods to us via the returns methods listed below.




How do I return an item?


Returning an item If you've changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we'll exchange or refund it. Unless faulty, this should be within 35 days of receiving your order. Once returned, we’ll refund the person who originally placed and paid for the order. We’ll process your refund immediately. It can take up to 5 days for the bank to transfer the funds to you. If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. How do I return an item? Please return to: - Customer Returns, East Coast Surf Ltd, 24 Park Road, Cromer, Norfolk, NR27 0EA Refund Policy

  • If you've changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we'll exchange or refund it
  • Unless faulty, this should be within 35 days of purchase
  • Ordinarily if you have your receipt or delivery note we'll refund the original debit, credit or charge card used to purchase
  • It's important that any unwanted item, unless faulty, is returned in its original condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused
  • For online purchases we’ll refund the standard delivery charge, provided you return the full order. If you're only returning some of the items on your order, then we will only refund the cost of those items
This doesn't affect your statutory rights Exchanging an item In line with our returns policy, you have up to 35 days to exchange a product from the date of purchase or the date you received your order. Simply return the unwanted item following our returns procedure and place a new order online for the product you'd like.




What are the delivery costs and timings?


Delivery cost and estimated timings FREE Standard delivery (2-3 working days*) on orders over £30 £3.50 for orders under £30 *excludes surfboards Expedited Delivery (1-2 working days*) £5.50 for all orders *excludes surfboards & large items (such as board coffins) Surfboard Delivery UK only (3-7 working days) £25.00 for all orders (please select this option at the checkout) EU Delivery (5-7 working days*) £10.75 for all orders *excludes surfboards and large items (see notes below) US Delivery (7-10 working days*) £10.75 for all orders *excludes surfboards and large items (see notes below) Small & medium items (Standard and EU Delivery) Small and medium items are usually delivered within 2-3 working days after day of order (7-10 working days for EU orders), Monday to Saturday, 7.30am - 6pm. Some couriers may deliver slightly earlier or later. Once your item has left our warehouse, we’ll send you an email with tracking information if applicable. Couriers we use for standard deliveries include Royal Mail, Hermes and UKMail Small & medium items (Expedited Delivery) Small and medium items are usually delivered within 1-2 working days after day of order, Monday to Saturday, 7.30am - 6pm. Some couriers may deliver slightly earlier or later. Once your item has left our warehouse, we’ll send you an email with tracking information if applicable. Couriers we use for expedited deliveries include Royal Mail, Hermes, UPS and UKMail Large items (Standard Delivery) Large items, including surfboards, board coffins and skateboards will be delivered by one of our approved couriers. We always aim to deliver your order within 7 working days, but it’s subject to postcode and carrier availability. EU orders may take additional time to arrive. Please email email info@eastcoastsurf.co.uk for advice or use our chat window below. We always aim to deliver your order within the time periods above but this is not a guaranteed delivery time.




How do I contact you if there is a problem?


For any queries regarding our service, Please email email info@eastcoastsurf.co.uk for advice or use our online chat window below. Our company details are: East Coast Surf Ltd Registered office: St. Orans Place, West Street, Cromer, Norfolk, NR27 9DS Registered in England. Company registration number: 10161602




Terms & Conditions


These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions, you may not use or access this Website.

Before you place an order, if you have any questions relating to these terms and conditions, please contact us at info@eastcoastsurf.co.uk

Definitions

Conditions – means these terms and conditions

Product – means a product displayed for sale on the Website

Product Description – means that part of the Website where certain terms and conditions in respect of the individual Product are provided

Users – means the users of the Website collectively

Personal Information – means the details provided by you

We/us – means East Coast Surf Ltd

Website – means the website located at www.eastcoastsurf.co.uk or any subsequent URL which may replace it

Cookies – means small text files which our Website places on your computer's hard drive to store information about your shopping session and to identify your computer

United Kingdom – means England, Wales, Scotland, Northern Ireland and the Channel Islands

You – means a user of this Website.

Use of the website

Access

You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.

Indemnity

You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your Personal Information.

Our rights

We reserve the right to:

  • modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or

  • change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.

Third party links

To provide increased value to our Users, we may provide links to other websites or resources for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked website we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.

Privacy and cookies

We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place.

When you shop on this Website, we will ask you to input and will collect Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information and a password.

We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information only for the following purposes:

  • Processing your orders;
  • For statistical or survey purposes to improve this Website and its services to you;
  • To administer this website;

Your Personal Information may be disclosed to reputable third parties who will help process your order. East Coast Surf Ltd requires all such third parties to treat your personal information as fully confidential and to fully comply with all applicable UK Data Protection and consumer legislation from time to time in place.

We will not release your Personal Information to any company for their mailing or marketing purposes.

You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information, we are entitled do so

We use Cookies to keep track of your current shopping session to personalise your experience and so that you may retrieve your shopping basket at any time; if you do not accept Cookies, you will be unable to use this Website for shopping purposes, only for browsing and research.

If you'd like to opt out of cookies, please go to the Network Advertising Initiative website.

Do not track (DNT) is a feature offered by some browsers, with some newer browsers offering it as default. If you enable it, it sends a signal to websites to request that your browsing isn't tracked, for example by third party ad or social networks, or analytic companies.

Delivery photography: If one of our Customer Delivery Partners attempts to deliver an order to your address and finds there's no-one available to receive it, we reserve the right to take a photograph of the outside of the property to assure you we were in the right geographical location to fulfill your order, and confirm we had located the correct address. We can assure you that this photograph won't be published or circulated, or used for any other purpose other than verification, and that it's held securely in compliance with Data Protection legislation.

Please check back frequently to see any updates or changes to our privacy policy.

Questions regarding this Policy should be directed in writing to: East Coast Surf Ltd, 3 St. Orans Place, West Street, Cromer, Norfolk, NR27 9DS

Description of products

Each Product purchased is sold subject to its Product Description.

We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order.

Ordering, cancelling and returning products

Orders

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website. Find out more about our Refund policy which is incorporated into these Conditions.

Contract creation and electronic contracting

The technical steps required to create the contract between you and us are as follows:

  • You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website

  • You'll need JavaScript enabled on your computer to buy products and check out. Please enable JavaScript in your browser, then refresh your browser to continue.

  • We will send you an order confirmation email detailing the products you have ordered. This is not an order acceptance

  • For items being delivered to you, when your product is shipped from our warehouse we will send you a despatch confirmation email

  • Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in Change or cancel an order

  • For most products sent directly from our warehouse, your credit/debit card will be charged when your order is despatched

Non-acceptance of an order may be a result of one of the following:

  • The product you ordered being unavailable from stock
  • Our inability to obtain authorisation for your payment
  • The identification of a pricing or product description error
  • Your not meeting the eligibility to order criteria set out in the main Terms & Conditions

The contract will be concluded in English.

Consumer Contracts Regulations 2013

This legislation offers you the following cancellation rights when you buy online or by phone:

You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.

Your right to return or cancel products does not apply to goods that are made to measure or are made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This doesn't affect your statutory rights if goods are faulty or not as described.

If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.

To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.

You can cancel by email: info@eastcoastsurf.co.uk

If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

Please see our Refund policy for further details.

Discount Codes

Only one discount code can be used per order. Discount does not include delivery cost.

General terms

Intellectual property and right to use

You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.

You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a Purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

Compliance with laws

The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.

Limitation of liability

While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:

any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or

any loss of goodwill or reputation; or

any special or indirect losses

suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.

Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.

Severance

If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.

Waiver

No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.

Survival

Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

Entire agreement

These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what East Coast Surf Ltd and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.

Law

The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.

Contact

For any queries regarding our service, please contact us via email, info@eastcoastsurf.co.uk

Our company details are:

East Coast Surf Ltd

Registered office: 3 St. Orans Place, West Street, Cromer, Norfolk, NR27 9DS

Registered in England. Company registration number: 10161602




How do I use my promo code?


Simply enter the promo code in the box provided on the 'My Cart' page. Promo codes are case sensitive Only one promo code can be used per transaction. Multibuy promo codes will deduct the price of the cheapest item.




Privacy Policy


Your privacy is of the highest importance to us, and we promise never to release your personal details to any outside company for their mailing or marketing purposes. When you make a purchase from our website, or sign up to our newsletter this is called 'implied consent' for us to collect certain personal information from you (for example: your name, email address, payment address and details). All such information is held on secure servers. East Coast Surf Ltd complies fully with all applicable Data Protection and consumer legislation, and we'll treat all your personal information as fully confidential. The General Data Protection Regulation (GDPR) What type of information do we collect? We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, communications); comments, feedback, product reviews, recommendations, and personal profile. How do we collect information? When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only. Why do we collect such personal information? We collect such Non-personal and Personal Information for the following purposes:

  1. To provide and operate the Services;
  2. To provide our Users with ongoing customer assistance and technical support;
  3. To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
  4. To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
How do we store, use, share and disclose your site visitors' personal information? Our website is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall. All direct payment gateways used by East Coast Surf adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. McAfee SECURE trustmark Our site has the McAfee SECURE trustmark. Every McAfee SECURE certified site is tested and certified to be free of malware, viruses, phishing attacks, and other things that can harm you and your computer. Verify our site here : - https://www.mcafeesecure.com/verify?host=eastcoastsurf.co.uk How do we communicate with our site visitors? We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you. For these purposes we may contact you via email, telephone, text messages, and postal mail. What cookies do we implement? To make full use of the online shopping features your computer, tablet or mobile phone will need to accept cookies, as we can only provide you with certain features of this website by using them. Our cookies don't store sensitive information such as your name, address or payment details. However, if you'd prefer to restrict, block or delete cookies or any other website, you can use your browser to do this. Each browser is different, so check the 'Help' menu of your particular browser (or your mobile phone's handset manual) to learn how to change your cookie preferences. Take a look at the table below to view which cookies are implemeted on our site: We also use Google Analytics to measure user-interactions on websites. For more infomrtion on Google Analytics Cookie Usage please visit: - https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage How can you withdraw your consent? If you don’t want us to process your data anymore or you would like to: access, correct, amend or delete any personal information we have about you, please contact us at info@eastcoastsurf.co.uk After submitting a delete request you will receive a email notification confirming the start of the process. Your data will be deleted within 48 hours of submitting the request. After submitting a data request you will receive an email notification confirming the start of the process. You'll receive the data file by email within 48 hours of submitting the request. For any other queries regarding your data , please contact us via email: info@eastcoastsurf.co.uk Our company details are: East Coast Surf Ltd Registered office: 3 St. Orans Place, West Street, Cromer, Norfolk, NR27 9DS Registered in England. Company registration number: 10161602 Privacy policy updates We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.




Coronavirus (COVID-19) Customer Service


We know this time of great uncertainty is having a huge impact on all our lives, so we want to let you know what steps we’re taking to help and support you. Our customers and our community are our priority. That’s why we’re continually monitoring the guidelines and advice provided by the UK Government and Public Health England, and are doing everything we can to make your experience as safe as possible. We are committed to making the right decisions for you and we’ll keep you up to date online, by email and through our social channels. Please keep visiting this page for the latest information. We are following the advice of Public Health England and are still making deliveries for online orders. Our couriers are: -

  • encouraging all customers to use the alternative delivery options available to them (such as leave in a safe place) so they do not have to receive parcels directly from the courier or have to sign for them
  • not handing over hand-held devices to customers to capture electronic signatures
  • asking drivers to log the name of the person accepting the item
  • posting a customer contact card to advise of other ways to arrange receiving delivery
Please feel free to contact us if you have any questions using the chat window below or email us at info@eastcoastsurf.co.uk





 
 
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