Whether you need some help with your order or you’ve got a question about our website and service that you need answered, just click on one of the sections below to find your answer…
If you still can’t find an answer to your question, please drop us an email at email@example.com.
What are your delivery charges?
Standard Delivery is free
Express Delivery is £5.95
International Delivery is £10.00
What delivery services do you offer?
Has my order been dispatched yet?
When your order leaves us, a second email is generated to confirm this – if you don’t receive an email within 5 working days, please email firstname.lastname@example.org.
Can I track my order?
Depending on the type of product being dispatched, you may receive tracking information where relevant.
Which couriers do you use?
We use a variety of UK Standard Delivery, UK Express Delivery and International Delivery methods. International orders may be shipped via Royal Mail or with another courier. Local import duties may be payable on receipt.
Do I need to set up an account with you?
Setting up an account is really easy and only takes a few minutes. You’ll need to give us your name and address details and then create a password, which you can use to access your account at a later date. With an account you can check the progress of an order, change your details and save your payment details, which will speed things up the next time you order. Alternatively, if you’d prefer not to create an account, you can select “Continue as guest” instead. You’ll still need to enter your name, address, email and payment information, but these won’t be stored. You won’t be able to track your order if you select this option though.
How do I change and check my account details?
By logging in to your account using your email address and password, you will be able to access your account details. You will also have the option to modify your delivery addresses stored against your account but unfortunately, we aren’t able to change the delivery address on an active order, so please ensure you select the right details.
I’ve forgotten my password
Don’t worry. All you need to do is request a password reminder. You can find this at the ‘Login/My Account’ section of the site. Simply click on the ‘Forgotten your password?’ link and we’ll email it over to you.
My account has been suspended
This happens after 3 unsuccessful login attempts. Your password is case sensitive, so please bear this in mind when entering your details. If you do enter an incorrect password on more than 3 occasions, your account will be suspended automatically as a security measure. To resolve this, all you need to do is let us know via email and we can unlock your account and resend your password reminder over to your registered email address. Be assured that the crew member you deal with does not have access to your password details.
Placing an Order
What payment methods do you accept?
We can accept the following cards online or you can check out using Paypal: Visa, Mastercard, American Express or Discover.
How do I redeem a discount or special offer?
To redeem a coupon code, enter this in the ‘Coupon Code’ box during the checkout process. You can only use one promotional code per order.
Why isn’t my voucher code working?
Coupon codes are set to expire after a certain time, so it might be that you’re using an outdated code. Most of our coupons are for single use and case sensitive. They also cannot be used during Sale periods, and you can’t use more than one on a single order.
I forgot to use my offer code – can I claim it afterwards?
This is simple to fix – as long as the code was valid at the time of ordering, all you need to do is wait until you receive the parcel, then email us with the code and your order number. We’ll then refund the amount back to you.
Can I add to an existing order?
Unfortunately, we can’t add to orders, but if you place another order within a few hours of your original order, then email our customer service team, they will be happy to refund you one of the postage charges once you receive your order. Please note that they will need your card details.
Can I split my order across multiple delivery addresses?
Unfortunately, we’re not able to split a single order. If you need to split an order, please place more than one order. Once your orders have arrived, email our customer service team and they will be happy to refund you, so you only pay one delivery charge.
Can I cancel/change my order online?
Unfortunately, our website does not currently allow you to change or cancel anything yourself. We are also unable to edit an order once it has been placed. If you need help with this, please email our customer service team who will try their best to resolve the situation for you – but we may have to ask you to wait for the order to be delivered for it then to be returned to us.
When will I be charged for my order?
If you paid for your order by credit or debit card then we won’t take any money from you until it has been dispatched from our warehouse. Payments made through PayPal are usually taken from your account instantly.
Can I order over the phone?
At this time, orders can only be placed on our website, as our phone lines are temporarily closed.
The items I put in my shopping cart recently are now sold out – what happened?
Goods are not allocated to you until order confirmation is sent to you – adding items to your shopping cart does not reserve them.
What is a Card Security Code?
Your Security Code is just a little extra security for online and phone transactions. This number can be located on the signature strip on the back on your card – we only require the last 3 digits of this number.
Why has my card been declined?
We will not decline transactions at checkout, only authorise the amounts – if your bank does decline, please contact them directly so they can rectify this for you. Please be advised that the authorised amount will show on your account for around 7 working days, regardless of a successful transaction being made. This amount has not been debited, it has only been ring-fenced from your available balance.
What does ‘Postcode Verification Failure’ mean?
This means that the details you’ve given us do not match the details your bank has for you – please ensure your billing address matches your statement address exactly.
Why have you sent me a security check email?
Additional checks are run on all orders with certain criteria, for your safety as well as ours. The call to complete this check will be very brief and we will never ask for your full card details. Please be aware that if your order has been flagged for a security check and you do not contact us within 5 days your order will be cancelled.
Has my order been successful?
Once your order’s gone through, you should receive an email with an order number. If you don’t receive an email, just double check that you’ve spelt your email address correctly. If you’ve checked and you’re still unsure, please email us and we’ll look into this for you.
Will I be charged Customs and Import duties?
We ship from Eatsalt in the UK and warehouses in Europe and North America, so charges may apply when the goods reach their destination, depending on where you live. We don’t have any control over the amounts charged. Please note that if your order is over a certain weight, we may have to split the delivery into more than one parcel resulting in more than one charge – unfortunately this is beyond our control.
Where can I find the size guide?
There is relevant size guide on every product page – this is only a guide as every product is cut differently. If you’re at all worried, just email us and we’ll be able to give you a bit more information.
Are your products responsibly sourced?
We monitor our suppliers carefully to ensure they adhere to high standards of responsible sourcing.
Refunds and Exchanges
How do I return unwanted items?
You can return any product you’re unhappy with within 30 days of receipt. Please find all the information in our Returns Policy.
I have returned my order – will you refund my delivery?
Unfortunately we cannot always refund delivery costs, but we do where possible when shipped with certain courier services.
Gifts – Wrapping & Returns
Do you offer Gift Wrapping?
We do not offer this service at the moment, but may introduce it shortly.
Can I return a gift I’m not too keen on?
We hope you love everything from Eatsalt Surfwear, but if you are not delighted with your items it’s not a problem, we are happy for you to return them to us, as outlined in our Returns Policy.
N.B. We will only be able to offer a Gift Card or Exchange for a Gift Return. Please keep hold of your proof of postage.
Got a complaint?
Our aim is for all of our customers to love everything we do. In the unlikely event this is not the case we want to know about it as soon as possible so that we can put it right for you and ensure that it doesn’t happen again.
If your complaint is in relation to a visit to a store the best thing to do is speak to the Store Manager whilst you’re in store; so that they can resolve any problems immediately.
For any other complaints we advise that you contact our Customer Service Centre where our crew will be happy to assist you immediately and resolve any problems you may have experienced.
We aim to resolve all complaints within 10 working days unless there are extenuating circumstances.
- Talk to us about the complaint, by whichever method you wish.
- We will investigate the complaint; this will typically be done by the crew who the complaint was originally made to. If they are not available, it will be handled by another member of the customer service team.
- The complaints handler will contact you to discuss our findings and offer a resolution.
- Once a resolution is agreed your complaint will be closed and we will email you with a summary.
- If at this stage you are unhappy with the action that has been taken please contact us again and we will arrange for a review of the decision that has been made.
- We will contact you within 5 working days with our final position and explaining our reasons for this – this is the company’s formal stance on this issue and cannot be changed.
- In the unlikely event that our customer service team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure, you may refer your complaint to RetailADR (previously ‘The Retail Ombudsman’), which is a certified Alternative Dispute Resolution provider. We are a member of RetailADR and follow their Scheme Rules, which means that we will be bound by their decision.
You may contact RetailADR:
- In writing at RetailADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes MK12 5TW;
- By email at email@example.com;
- By web at www.retailadr.org.uk; or
- By phone on +44 (0)20 3540 8063.
If your complaint is regarding an Online Order, the EU Online Dispute Resolution platform is available at https://ec.europa.eu/consumers/odr/main/?event=main.home.show. Please note that complaints submitted to the EU platform will be directed to RetailADR.
If you have any questions about our complaints procedure, please contact the Customer Service Centre.
If after following our complaints procedure you feel that we’ve not resolved your complaint, then you can use the Online Dispute Resolution service.
The items I bought recently have been reduced – can I get the sale price?
For any purchases made online, if we reduce your items within 24 hours of ordering, please email firstname.lastname@example.org when you receive your delivery and we’ll refund the difference back to you.