Complaints
How to Order
Ordering with us is totally safe & secure. Once you have chosen
an item to buy simply click on the ‘buy now’ button. Keep adding
items until you have finished shopping and then click on the ‘view
basket’ button to review your purchases and make any alterations.
If you have a discount code to enter, do so now. Then click on
‘checkout’ where you will be asked for your payment information.
If you prefer to order by telephone and pay by cheque, postal
order or credit/debit card, please call our order line on 01643
703600.
If you would like more images of the products we stock or have
any queries about colours and product availability please do not
hesitate to contact us. Email: info@liquidlines.co.uk
Using Gift Vouchers or Discount Codes - Please enter your code in the box at the basket page before proceeding to the checkout. Our system will only allow 1 code to be used per order so if you would like to use more than 1 voucher, please enter the codes into the comments box & we'll manually adjust your total before charging your card..
Paying by Paypal - Please Choose 'Checkout With Paypal' Button From The Basket Page & You Will Be Redirected.
Delivery Options - UK Orders
We offer FREE standard delivery to mainland UK on all orders. This includes BFPO addresses. Our free service cannot be sent for a guaranteed date, and we have to allow 15 working days for your order to be delivered. However delivery is
normally made within 3 – 5 working days for mainland UK, in most cases much sooner than this. If your
order is for delivery to Northern Ireland or the Highlands and
Islands please allow extra time for delivery. Orders placed on a Friday afternoon may not be dispatched until the following Monday.
Most orders received by 4pm are dispatched on a same day basis (weekdays only).
If you would like to speed up your order & sign for it so you know it is delivered to you safely , please choose our Signed For 1st Class upgrade service. This only costs £2.95 per order and means you will receive your order more quickly. Although it can't be tracked all the way, we can trace who signed for your parcel should it go astray.* (In some instances, due to size or weight of your parcel, signed for services may not be available but we will contact you to let you know if this is the case).
Also Available is signed for 2nd class, a cheaper option that still gives you peace of mind and is usually delivered ahead of non-signed for parcels. This service is just £1.95.
if you need something urgently or would like to track your order from dispatch to delivery, we recommend choosing our Next Day service (For UK Orders Placed By 3pm). See below for more information.
Please remember that orders may require a signature on receipt. *We will make every effort to ensure your order reaches you within
the specified times but there may be occassions when this is not possible
due to circumstances beyond our control.
Next Day Delivery - Please Order By 3pm For Next Day Delivery (If you need something urgently and this deadline has passed please email us & we will still do our best to help get your order to you on time)
Next day delivery is normally available within the UK only if
your order is placed by 3pm the previous day. If there are any
problems with your delivery we will contact you as soon as we
become aware of them. Next day delivery within the UK is £4.95
per order. Next day deliveries are made on weekdays only. If
you place your order on a Friday after 3pm or over the weekend it will be
dispatched on the following Monday. PLEASE ENSURE YOUR ADDRESS DETAILS ARE COMPLETE AND CORRECT WHEN YOU PLACE YOUR ORDER. THIS IS VERY IMPORTANT TO ENSURE YOUR RECEIVE YOUR ORDER ON TIME.
Please note we cannot accept next day deliveries to addresses
with postcodes that start with the following or on any deliveries for countries
outside of the UK.
AB, BT, HS, IV, KA27, 28, KW, GY, HS, IM, IV, JE, KY, PH, PA,
TR21,22,23,24 & 25, ZE, DD, FK19, 20, 21
Delivery Addresses - UK
Please note we can only deliver to the cardholders registered address or a work address. If you need your order to be sent to an address other than these, please contact us & we will do our best to help. Please note that should you give instructions to leave a parcel in a safe place this is at your own risk.
Europe & International Delivery
We are pleased to accept international orders.
Deliveries made outside of the UK are usually carried out by Royal Mail
or Parcelforce.
Shipping
costs are £6.95 per order to Europe or £11.15 for Europe Airsure (which offers full tracking services and insurance) and £14.95 per order
to the rest of the world. Please note if you use our standard Europe delivery we must wait 25 working days before we can consider the parcel lost. Airsure is available to the following countries:
Europe: Andorra, Austria, Azores, Balearic Islands, Belgium, Canary Islands, Corsica, Denmark, Faroe Islands, Finland, France, Germany, Iceland, Liechtenstein, Luxembourg, Madeira, Monaco, Netherlands, Portugal, Republic of Ireland, Spain, Sweden and Switzerland. :
For some heavier parcels, charges will be made based on the
country of destination and the weight of your parcel. We will contact you before charging your card if this applies. Please fill in your full address information in the boxes at checkout making sure your country is given. Unfortunately
we cannot ship large bulky items, such as boards overseas.
INTERNATIONAL/EUROPEAN ORDERS, PLEASE NOTE: FOR YOUR SECURITY, YOUR FIRST ORDER MUST BE SENT TO THE CARDHOLDERS ADDRESS. We carry out a number of necessary security checks for international and UK orders & reserve the right to refuse an order if appropriate.
Shipments made outside of the UK may be subject to import duties
and taxes. These are the responsibility of the recipient. For
further information, please contact your local customs office.
International delivery is normally made within 7 working days but please
note this is a guide and delivery can take longer depending on
factors such as local customs offices. Please contact us if you
are waiting for a parcel and would like to check its progress.
Invoices
Invoices will be enclosed with the order unless otherwise requested. If your order is for a gift to be delivered directly to the recipient, please advise if you would like to invoice sent to a different address.
Returns
If you are not completely satisfied with your goods you may return
them unused and in the original condition (tags attached) within
30 days of the invoice date.You can print and complete our Returns Form to include with your parcel. Please state if you require a refund
or an exchange & please be sure to include your name, address & transaction number. No refund can be given if goods are returned after
this 30 day period. We regret that we cannot refund postage costs
unless the item you are returning is faulty. Please note that
you are responsible for any items sent back to us until they are
received by us. For this reason we recommend you use an insured
method such as recorded or special delivery to return items. If you require an exchange, the cost of posting your new item to you is covered by us.
Please Note: Refunds or Exchanges on Bawbags & Other Underwear Including Socks Will Not Be Accepted Unless Faulty If The Packaging Has been Opened Or Where There Is Evidence The Items Have Been Tried On. For This Reason, Please Check Sizes Carefully.
IMPORTANT NOTE - We make every effort to show & describe the colours of garments as accurately as possible but individual browser settings can make the colours look different on your screen. If you would like any more information on colours before you buy, please email us and we will respond to you asap.
When trying on shoes or clothing please ensure items remain clean and unmarked & free of perfume/tobacco smells in case an exchange is required.
Our returns address is:
Liquid Lines Surf Shop
Returns Dept
62 Staunton Road
Minehead
Somerset
TA24 6EA
Please note that if you received a discount on your order, your refund will be adjusted to allow for this and we will deduct the discount you received. Likewise, if you receive a free gift as part of a promotion & you return your goods for a refund, you must return the free gift also, or the retail price will be deducted from your refund amount.
Amending your Order
Please check your order confirmation email carefully & if you need to make any amendments please contact us as soon as possible at info@liquidlines.co.uk quoting your order reference number & we will try to help before your order is dispatched.
Cancellation of Order
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from us for a full refund. Order cancellations must be made in writing, quoting your transaction number within 7 days.
Complaints
If you have any reason to feel you have been treated unfairly or you are disappointed with anything about your visit to us, please contact us immediately so that we can try to put things right. Our customers are the most important part of our business & we want you to be happy with your shopping experience.
You can write to us at Complaints Dept, Liquid Lines Surf Shop, 62 Staunton Road, Minehead, Somerset TA24 6EA or email us at
We will respond to you within 24 hours of receiving your complaint and hope to resolve all problems within 5 working days.
A: All items shown should be in stock & will be dispatched to you asap, however if there is a problem, we will let you know immediately. Most Orders completed by 4pm are dispatched on the same working day.
A: You have 30 days to return an item to us so there's no rush and you can see our full returns information by clicking on the Returns link at the top of the page.
Q: I am looking for a product but can't find it in your shop, can you find it for me?
A: Please contact us & we will see if we have the item in our inventory for you or if we can obtain it for you.
A: You should receive an email from us to let you know your order is on its way when we dispatch it, if you don't please contact us & we'll check your order status for you.
A: We promise we will do all we can to ensure you have a perfect shopping experience with us, we've been selling online since 2003 so you're in good experienced hands!
A: Our discount codes and offers are usually communicated first through our newsletter or on our Facebook page. To be sure you get the news first you can register with us at our website, our newsletter link is towards the bottom of the home page & our Facebook link is on the left hand side. We won't bombard you or pass your details on to anyone & you can unsubscribe at any time.
A: If you chose our Free or Standard post option, please allow up to 15 working days for delivery although in most cases your order will arrive much sooner than this.
If you chose an upgraded shipping method, you can use the tracking number supplied to you in the dispatch notification to track your parcel using the relevant website for the courier or Royal Mail as appropriate.
It is also recommended you contact your local Royal Mail sorting office or local courier depot if this is the delivery method used to see if your parcel has been returned there for collection as can sometimes be the case when no-one is available to take delivery.
If you haven't received a dispatch notification, please contact us to make sure we have received & have sent your order & to find out the delivery method information.
A: Please send us a message through the contact link & we'll get back to you asap.
A: Please note we cannot accept returns on underwear if the packaging has been opened or the items tried on unless faulty.
