Shipping Information

At UK Surf Scene, we’re committed to getting your foil sports equipment to you as quickly and safely as possible. Here’s what you need to know about our shipping process:

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two shipping methods to meet your needs:

  • Standard Shipping: £12.95 via DHL or FedEx (delivery within 10-15 business days after dispatch)
  • Free Shipping: Available on orders over £50 via EMS (delivery within 15-25 business days after dispatch)

Note: We currently ship worldwide, with the exception of some Asian countries and remote locations. If you’re unsure about delivery to your area, please contact us before ordering.

Returns & Exchanges

We want you to be completely satisfied with your foil sports equipment. If you’re not happy with your purchase, our straightforward returns process makes it easy to get a refund or exchange.

Our Returns Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • The item must be unused and in the same condition as when you received it
  • The item must be in its original packaging
  • You must provide proof of purchase

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on the following products:

  • Foil Wing Protection & Safety gear (if opened or used)
  • Personalized or custom-made foil equipment
  • Items marked as “final sale”

How to Return an Item

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the return request template below.
  2. Wait for Approval: We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories.
  4. Ship Your Return: Send the package to our London address (provided in your return approval email) using a trackable shipping service.

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear UK Surf Scene Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item Name: [Product Name]
  • Reason for Return: [Please specify]
  • Preferred Resolution: [Refund/Exchange for (specify product if exchanging)]

Please advise on next steps. Thank you!

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Process

Once we receive and inspect your return:

  • We’ll notify you of the approval or rejection of your refund
  • Approved refunds will be processed within 5 business days
  • The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow 5-10 business days for the refund to appear in your account, depending on your bank or payment provider

Exchanges

If you need a different size or product:

  • We’ll process the exchange once we receive your return
  • If the exchange item costs more, you’ll need to pay the difference
  • If it costs less, we’ll refund the difference

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot guarantee receipt of returned items.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all return shipping costs.

Need Help?

Our customer service team is here to assist with any questions about shipping, returns or exchanges. Contact us at [email protected] and we’ll be happy to help!

UK Surf Scene
92 Jubilee Market Hall
London, GB EC7H 6WU