Dispatch and delivery
At Slide and Glide Surf we aim for a 100% successful dispatch and delivery rate.
We aim to dispatch all stock items (leashes, wetsuits etc) within 3-5 days of your order being placed. We also aim to dispatch custom-built surfboards within 3-5 days of their completion.
In the unlikely event that we encounter any delays we will contact you as soon as possible with an explanation and an amended dispatch date. You will have the right to cancel the order and receive a full refund should this amendment not meet your requirements. Should you have any specific requests for delivery please use the relevant text box which is available during the check-out process on our website.
We use Royal Mail services for most items, and larger items (such as surfboards) are sent via courier.
We always acquire a tracking number for items at the time of dispatch. This tracking number will be available to you on request. In the unlikely event of items being lost by our chosen delivery company after being posted, the loss will be investigated as per the terms stated on our chosen delivery company’s website. Unfortunately lost goods can not be replaced or refunded by ourselves until a full investigation has been carried out based on these terms stated by our chosen delivery company.
We can not be held responsible for items which are delivered correctly to the address specified, but which do not reach the correct individual.
Returns and Refunds
If you are not happy with an item purchased from our website, you have fourteen days from the day after you received the item to return it to us. If you wish to return an item please contact us by e-mail (info@slideandglidesurf.co.uk) stating the order number, item name and your name (as stated on the original order). Please do not return items until we have confirmed receipt of your e-mail, as some items may carry specific return instructions. If your fourteen day return period expires while you are awaiting our reply, your right to return the goods will extend for a further five days following our reply, allowing you sufficient time to carry out any specific return instructions which may apply to your item.
Our returns address is:
Slide and Glide Surf,
70 Fore Street
Newquay
TR7 1EY
When returning items please ensure that you acquire a proof of postage, as we can not refund or replace items which we do not receive back, unless you have proof that the item has been posted.
We will refund the full price that you paid for the item(s), excluding postage costs.
The amount which you paid for the item(s) being returned will be refunded within a maximum of fourteen days of us receiving the item(s) back. We will however, aim to refund items as quickly as possible after receipt. Refunds will only be issued if the item(s) is returned in it’s original condition and can be re-sold. Damaged, worn or used items will not be refunded and can be returned to you at your own cost.
Incorrect or faulty items
If you are returning an item which is incorrect, faulty or does not meet the description given on our website, we will refund the costs of the item and all postage costs both outgoing and incoming. Please state any problems with the item in your initial return e-mail.
Items damaged in transit
We ensure that all items and their packaging leave us in mint condition. When receiving your item(s), please quickly inspect them before signing to ensure that they have reached you in similar condition. If you receive an item which you suspect has been damaged in transit, please take photographs of the damage and contact us as soon as possible. We are not responsible for any damage which occurs when the item is in the possession of our chosen delivery company, and we will treat each case individually. If we consider it appropriate, we will take the matter to the delivery company and seek compensation.
If you require any further information on matters relating to the above, please e-mail us at info@slideandglidesurf.co.uk with a subject line of “Delivery, Returns and Refunds Policy”.