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Shipping & Returns FAQ  Shipping & Returns FAQ

UK Shipping

Royal Mail 2nd Class
3-5 working days

Royal Mail 1st Class
2-3 working days

Royal Mail 1st Class signed for
2-3 working days

Royal Mail Special Delivery Next Day
Monday - Friday

FREE

£2.00

£2.50

£4.99

OVERSEAS SHIPPING INFO:-

Royal Mail Airmail
Europe
5-10 working days

Royal Mail Airmail
Rest of the world
5-14 working days

Royal Mail International signed for
Europe
5-10 working days

Royal Mail International signed for
rest of the world
5-14 working days

£2.95

£5.95

Price available at checkout
(calculated on weight)

Price available at checkout
(calculated on weight)

We aim to ship any orders received before 11am on the same day.
Special Delivery orders are only guaranteed next day if ordered before 11am.

UK VAT removal for non EU Countries

All our prices shown online include UK Value Added Tax (VAT) at 20%. We automatically remove the VAT at the checkout for non-EU destinations such as USA, Canada, Jersey, Guernsey, Monaco, Norway, Iceland, Israel etc. Please note for Channel Island residents you must select your specific country (Jersey, Guernsey) as a destination rather then United Kingdom for the VAT to be removed automatically.

Do you deliver to BFPO addresses?

Yes we do post to BFPO (British Forces Post Offices) - these are UK postal addresses even though the ultimate destination is usually outside the UK. So UK posting rates apply - Free 2nd class and 1st class.

What countries do you deliver to?

We deliver to many countries throughout the world (mostly Europe) but you will not be able to place an order for delivery to countries to which we are not able to deliver. The full list of countries we currently deliver to is as follows:

Andorra, Australia, Austria, Balearic Islands, Belgium, Brazil, Canada, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Ecuador, Estonia, Finland, France, Germany, Gibraltar, Greece, Greenland, Guernsey, Hungary, Iceland, Ireland (Eire), Israel, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom and United States of America.
If your country is not listed and you would like to place an order, then please get in touch and we will look into the cost of shipping to your location.

I am ordering from abroad - how will my order be dealt with by customs?

When ordering goods from Genesis Surf Shop for delivery outside of the European Community you may be subject to import duties and taxes that are levied once the order reaches the country of delivery. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be.

Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Genesis Surf Shop, you are considered the importer of the order and must comply with all laws and regulations of the country in which you are receiving the goods. Generally, customs forms for international orders will list the value of the contents of your order by product type.

Please be aware that cross-International border deliveries are subject to possible opening and inspection by customs authorities. Additionally, we may be legally obliged to provide certain order, delivery and product information to our international carriers. The carriers may need to communicate such information to the customs authorities in order to facilitate customs clearance and comply with local laws.

We cannot accept cancellation of orders due to your refusal to pay such duties and taxes as may be levied and are unable in these circumstances to refund the value of your order.

What if my order doesn't arrive?

Occasionally things do go missing in the post. We have to follow Royal mails guidelines on this one and give it 14 working days to arrive. please contact us to let us know it has not arrived by the expected time so we can check that the order had been sent off correctly. If after 14 working days it has not arrived then we will either refund you or send another one out.

Exchanges and Refunds

We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee. We will make a full refund for any item returned unused and undamaged. The cost of postage will not be refunded for upgraded orders (1st class, special delivery etc), except for faulty goods. We will not take responsibility for returned items lost or damaged in the post, we therefore recommend that all goods are insured in transit.

You can select to return goods for exchange or refund. We offer product exchange on a like-for-like basis for damaged or faulty goods. We accept returns even if you don't like the product or if it does not fit you. We offer a full refund service - however, we refund the original shipping cost for upgraded orders for faulty or damaged goods only. All non-faulty returns must have original product tags attached and be sent with original packaging.

Exclusions:

We cannot accept soiled goods for refund or exchange - i.e worn/dirty clothing or footwear. If you have worn and/or washed an item we will not accept it for return. We do not accept DVD's or CD's for return where the packaging has been opened. We do not accept underwear for return unless the packaging seal has not been opened.

We accept Returns of all our products in line with the Consumer Protection (distance selling) Regulations 2000. Your statutory rights are not affected. We also operate under the SafeBuy Code of Practice. Please see our Terms and Conditions for more information.

safe online shopping starts with shopsafe

Returns Process

All returns must be shipped back to the Genesis Surf Shop at your expense and must be labelled using the Returns Label that was shipped with your item If you do not have a Returns Label or have misplaced it, please contact us and we can send you a replacement.

It is essential that this label is used as it contains your order number. We will not accept returns without a returns label. If you need a replacement returns label, or have any problems or any queries with returns in general then please call us on 01271 865251 or contact us by e-mail

Address for Returns:
Genesis Surf Shop
17a St James Place
Ilfracombe
Devon
EX34 9BJ
United Kingdom

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