Tel: +44(0)1273 411141 Office Hours: Monday to Friday 09:30 - 17:00

CUSTOMER SERVICES

Privacy & Security

We understand the concerns of online shopping which is why Boardridersguide.com maintains a high level of security. Our site uses SSL encryption technology and security software. Our SSL certification is through Thawte Certification Authority - you can verify us by clicking the Thawte logo at the top of the page, when you're at the checkout. Just look for this icon:

You'll also see a small padlock on the bottom bar of your browser, which indicates we are a secure site.

For peace of mind, our payments by credit/debit card are processed safely and securely through SagePay. SagePay is a fully approved Level 1 payment service provider (PSP) compliant with the Payment Card Inductry Data Security Standard (PCI DSS). You can view a copy of their certificate of compliance by clicking here.

We also accept payment by PayPal - handy if you don't have your credit/debit card to hand and totally safe and secure.

 

Credit Card Security

Our Site is 100% secure - just look for the golden padlock when entering your card details, giving you peace of mind. Card details are not held in clear text on any web site. All orders are orders are subject to a series of cardholder validity checks. Fraudulent use of any payment debit/credit card will result in the offender(s) being prosecuted and Civil Court action taken to recover any costs or losses!

 

One Step Checkout

We want to make your shopping experience at Boardriders Guide as enjoyable and hassle free as possible. We know you don't want to be filling out 1001 details about yourself just to buy a t-shirt, which is why we've introduced our 'One Step Checkout'. When you head to the checkout, everything is all on one quick and simple page - if you don't want to register with us, you don't have to! If you do want to register, simply complete the checkout process and all you need to do is decide on a password at the end - no extra forms, no extra hassle!

If you've already registered with us, you can log in at the checkout too and your details will fill in automatically. Simple.

 

My Account

You can log into your account using the 'My Account' links at the top or bottom of each page. Once logged in you can check details of any placed, pending or previous orders. You can also manage your details too such as addresses, password and subscriptions!

 

Returns & Exchanges

Should you wish to refund or exchange an item for any reason, goods must be returned to us within 14 days of purchase and in a new condition with swing tags still in place. We reserve the right to refuse or deduct a 20% fee for any items returned to us in an unaceptable condition for re-sale. Orders placed for Christmas have an extended returns policy. All returns must reach us by 14/1/18 to receive a refund or exhange.

Please complete the returns/exchanges form on the back of the invoice you receive through with your order and include this when sending back. If you lose this form, you can download a replacement by clicking here.

Exchanges are subject to availability. If you are concerned that the item you wish to exchange for may sell out, please either email or call us (01273 411141) to check availability.

When returning items, you are responsible for any costs incurred to get the item back to us. On exchange, we will then cover the cost to send your replacement item within the UK. For international exchanges we will cover up to £5.00 of the cost to send your replacement item and you will be responsible for any cost exceeding this. We recommend you send items back via an insured/signed for delivery method, for your own peace of mind. Items should be returned to: BRG Returns, 368 Kingsway, Hove BN3 4QT.

NOTE: We have a 2 person checking system to ensure goods leave us in A1 condition.

 

Payment Methods

We accept Visa, Switch, Solo, Delta, Maestro, Mastercard and PayPal. We do not take payment for any item until it is ready to ship.Your credit card information is sent and processed securely by SagePay.

Paying directly into the company account: Boardriders Guide is part of RR HOLDINGS LTD so when ordering within the UK please use the following bank details:

UK Bank: HSBC A/c Name: RR HOLDINGS Ltd A/c No: 91442988 Sort Code: 40-25-03

Further Information: If this is the first order you have placed with us online and you require delivery to somewhere other than your account address (where your bank card is registered) such as your work address, we may require some identification, for security purposes. We aim to contact you within 1 working day if this is the case.

VAT / tax is charged at the current rate and included on all items where applicable.

For more information please do not hesitate to contact us via phone 01273 411141 or email on info@boardriders.co.uk . All postage charges are approximate. We reserve the right to change, amend or refuse any order. We will, of course, contact you first before any action is taken.

 

Cancellation Policy

You may also cancel your order prior to dispatch by telephone or by email. If the goods have already been dispatched and you decide to cancel your order you can return items to us at your cost, using the above procedure within 14 days from the date of purchase.

 

Contact Us

If you have any questions, queries or feedback, please get in touch with us by: 

Email General Enquiries: info@boardriders.co.uk

Email Order Enquiries: office@boardriders.co.uk

Telephone: +44 (0) 1273 411141 - office hours are Monday to Friday 9am to 5:00pm - Mailorder Closed Bank holidays, The shop is open though!

Our Legendary Surf Snow Skate Store in Brighton is Open 7 Days a Week - Tel 01273 412241 - See www.boardriders.co.uk