Delivery & Returns

01

What is your returns and refunds policy?

​We make every effort to provide the best products and service available, however, if you are unhappy with your purchase for any reason then you can return it to us.

In order to receive a refund for an item you have bought, please return it within 14 days of delivery. To obtain a returns slip email us at sales@phoenixstudios.surf stating why you wish to return the goods. We will then email you a returns form, just complete form and send it back with your item and we'll issue you a refund when the item is returned.

No return will be accepted without a completed returns form. Returns older than 14 days will not be accepted, unless agreed by Phoenix Surf Co in advance.

You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery.

Products must be returned in their original condition including tags & packaging. If goods are not returned in the condition in which you received them we reserve the right to refuse such returns or exchanges.

Please make sure surfboards returned for any reason are packaged in the original box with the additional packaging material used. Phoenix Surf Co will not be responsible for return damage in transit to surfboards not packed adequately. If you return an item to us that is faulty, we will pay for the cost of the return postage.

 

02 

Delivery and tracking

You are responsible for the item(s) until they reach us.

Any items returned must be in the original condition that you received them from us with all packaging and tags intact.

If you are returning an item to us for a refund you must cover the cost of postage back to us. We cannot accept responsibility for any items lost in transit. For your own protection, we suggest you use a secure delivery method, with a tracking number for peace of mind.

 

For surfboards & large items.

The quickest, cheapest, and most convenient method for you to send a surfboard back to us is by using one of the collection services below. It is worth getting a quote from the different services as prices can vary between each depending on your location.

You can book and schedule this, on a day that works for you, using the link below:

https://uk.interparcel.com

https://www.parcelhero.com

https://www.parcelmonkey.co.uk

https://www.parcel2go.com

https://parcelbroker.co.uk

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.

 

05

We will send you an email to let you know when your order has been dispatched.

06

You’ve sent me the wrong items

Of course we always strive to get your order correct but we are human and very occasionally mistakes may occur. In the event of an error on our part we will provide you with a returns number and request that you return the items to us asap. We will then send the correct item(s) and refund your postage.

07

Which methods of payments can I use?

​You can pay using Paypal or with a credit card or debit card online.

08

Can I track my item?

​All items will be sent recorded delivery so a tracking number can be provided on request.

09

Delivery - How much is it and how long does it take?

There is standard surcharge for delivery that is stated when you place your order.

For delivery outside of the UK mainland and abroad please e-mail us at sales@phoenixstudios.surf for a quotation.

All goods should be received within 3-5 working days of placing your order. If you have not received your goods within this time scale please contact us straight away and we will put a trace on the item.

A faster courier service is available if necessary. Please contact us for further details.

​10

Can you give me more information about the products you sell?

​We are an online store and our friendly and knowlegable, staff will always be happy to help talk you through our products to make sure that you make the correct purchase for your needs. 

11

Is it safe to order online?

We accept all leading credit and debit cards (except American Express). When placing an order, the address supplied MUST be the same as that registered with your credit card company. To process your order as efficiently as possible we also need a telephone number.

It is our policy not to disclose customer information to any third party.

We have a payment page within the Paypal firewalls. The  payment page is 100% secure designated by the small gold padlock. Any transaction occurs actually within Paypal and at no point are card details visible to anyone, not even to ourselves.