Frequently Asked Questions
We have listed below a number of frequently asked questions that you have asked our Customer Services team in the past. Hopefully they will assist in your online shopping experience on the Shred Head website in getting the most from your search for surf clothing and surf gear.
If your query is not answered below then please email our Customer Services team at info@shredhead.com or call us on +44 (0)1634 668423.
Q1What are the Shred Head opening times for contacting Customer Services?
Our Customer Services team are available from 9:30am until 5:00pm, Monday to Friday (except Bank Holidays).
Q2How can I contact Shred Head Customer Services?
Our friendly Customer Services team can be contacted by telephone on +44 (0)1634 668423, by fax on +44 (0)845 3308563, or by using one of the following email addresses:
orders@shredhead.com - Use this e-mail address if you have a query with regards to an order you have placed with us. If possible please remember to include any relevant details with your query i.e. order number, product number etc.
returns@shredhead.com - Use this address if you have any returns or exchange queries. Please include any appropriate information such as your order number etc.
info@shredhead.com - Use this e-mail address if you have any feedback, whether about the store, customer service, or for any other enquiries you may have about your shopping experience with Shred Head.
siteadmin@shredhead.com - Use this e-mail address if you have any problems using the site or mailing list.
You can also send any queries you have by post to:
Shred Head
PO Box 557
Rochester
Kent ME1 9DA
Q3What payment methods do Shred Head accept?
When placing an order for surf clothing or surf gear with Shred Head you can pay using the following payment cards; Visa, MasterCard, Delta, Switch, Solo, JCB, or Electron.
Alternatively you can pay using cheque (selectable option on the Checkout page).
If you would like to pay by BACS \ IBAN then please contact Customer Services on +44 (0)1634 668423 or by email at info@shredhead.com.
Q4How do I place an order online?
To make a purchase from the Shred Head online surf shop, simply browse through our large range of surf clothing and surf gear in our easy to use navigation system. When you see something that you would like to purchase from Shred Head, select the appropriate size and quantity then click the 'Add to Basket' button. This will remember what you've selected to buy while you can browse for other items. When you have added all the items you wish to purchase to your basket click on the 'checkout' button at the top of the page. You should then verify that the items in your basket are correct. If you're ready to buy you will need to enter your billing and delivery details, and finally your payment details.
Once this process is complete you will receive an email confirming the details of your order.
Q5Can I place an order with Shred Head over the telephone?
Customer Services will be happy to process your order on the telephone. Simply call us on +44 (0)1634 668423 between 9:30am and 17:00pm, Monday to Friday (except Bank Holidays).
Q6Do the prices on shredhead.com include VAT?
All the prices listed for surf clothing, surf accessories and footwear on the website are in pounds sterling and include VAT at 17.5%. If you are placing an order with a European or International billing and delivery address then VAT will be deducted at the Checkout page when you complete your order.
Please note that overseas orders may be subject to local import duties and taxes. Additional charges made by customs must be paid by the customer.
Q7What are the delivery costs for orders to the UK?
Delivery to the UK using our standard Free Delivery option has no additional cost to your Shred Head order as it is free. If you select the Next Day Delivery option then there will be a charge added to your order. The table below shows the delivery charges for UK orders:
| Order Value |
Free Delivery |
Next Day Delivery Charge |
| <£50.00 |
£0.00 |
£3.50* |
Q8What are the delivery costs for European/International orders?
Delivery to Europe and International locations varies upon the size of the order. The tables below show the varying delivery charges:
| Order Value |
European Delivery Charge |
International Delivery Charge |
| <£30.00 |
£3.50 |
£4.95 |
| <£70.00 |
£5.50 |
£6.95 |
Q9How long will delivery of my Shred Head order take?
The delivery time for your Shred Head online order varies upon the postage method selected at the Checkout screen. The table below shows the available delivery options and their approximate delivery time.
| Destination |
Free Delivery |
Next Day Delivery |
Air Mail |
| UK |
2-5 working days |
1 working day* |
N\A |
| Europe |
N\A |
N\A |
4 to 10 working days |
*If you have selected the Next Day Delivery option on the Checkout page and placed your order before mid-day then your order will arrive next working day (before 17:00). If the order was made after mid-day then your order will be despatched on the following working day to arrive the next working day after. Also note that some remote areas of the UK cannot be reached using this delivery method. Should this be the case then you will be contacted by a Customer Services representative.
Q10Which couriers do you use?
Shred head uses Royal Mail and the APC Courier Network to deliver our orders.
Q11Can you deliver to a work address?
Yes. As a precaution, Shred Head Customer Services will complete a security check to ensure the existence of the company at the address listed.
Q12What happens if no one is at the delivery address when you try to deliver?
If no one is at the delivery address when our carrier tries to deliver your Shred Head order, the carrier will leave notification of an attempted delivery. The note will specify if you need to contact them to arrange an alternative delivery date, collect the parcel in person or if they will re-attempt delivery the following day.
Q13How will I know that my order has been despatched?
Once you have placed an order with Shred Head an email is sent to your inbox confirming your order details. When the order has been packed and despatched from the Shred Head warehouse a confirmation email will be sent.
Q14How do I cancel my order?
Orders are generally packed and despatched within 1 working day. If you need to cancel your order before it has been posted, please contact Customer Servers on +44 (0)1634 668423 as soon as possible. If the order has already been sent, Customer Services can allocate a returns number so you can return the order once it has been delivered.
Q15How do I return an unwanted item for a refund or exchange?
To obtain your returns number please contact Customer Services by e-mail at returns@shredhead.com, by phone on +44 (0)1634 668 423, or by fax on +44 (0)845 3308563. We will need your order reference number along with details of the item(s) you wish to return. If an exchange is required we will also need the details of the item(s) required. For research purposes we will also ask for the reason for the return.
Once you have your returns number you should post your returns items (recorded recommended) to:
Returns
Shred Head
PO Box 557
Rochester
Kent ME1 9DA
Please quote the returns number inside the package with a note of whether you require a refund or exchange (and which item you require in exchange).
Upon receiving your returned items we will make any appropriate refunds to the card used to make the order. If an exchange was requested then it will be packed and despatched. If additional payments are required, you can include a cheque for the additional payment with your return items or you will be contacted by Customer Services to take your payments.
Please do not post any items to Shred Head before obtaining a returns number.
Q16What do I do if I've received an item which is incorrect or damaged?
If in the unlikely event you receive an incorrect or damaged item in your order please contact Customer Services on +44 (0)1634 668423 or by email at orders@shredhead.com as soon as possible.
Q17If an item of surf clothing or surf gear is out of stock\not listed can you help?
If you pass the details of the item (name, brand, size, colour etc) you would like to purchase to our Customer Services team they will check stock availability with our brands. If it is not an item available in the current season then it's best to check back at another time.
Q18Can I wear boardshorts for swimming?
Yes, boardshorts are designed for surfers and are therefore great for a swim or splash in the sea or swimming pool. Boardies are extremely popular at the beach or at the pool. Let's face it; they look so much better than a pair of posing-pouch Speedos!
Please be aware that most boardshorts are baggy/loose fit from the hips down, knee length, and do not have an inner pant (unless the colour of the shorts requires an inner pant/lining to protect the modesty of the wearer). However, baggies (fully elasticated waist band) and half jams (part elasticated waist band) generally do have an inner pant. You can find features of a specific pair of shorts in their description sections.
Q19Do you have a shop?
At this point in time Shred Head is dedicated to online sales. We do not have a retail shop, and we regret that our warehouse cannot be visited by our customers due to health and safety restrictions.
Q20Is there a Shred Head brochure?
We feel that our online store shows the customer exactly what items are available, and that due to the variety of our stock a brochure would quickly become out of date.
Q21Do you have a mailing list to keep me up to date with new items, offers and surf news?
Shred Head has a newsletter informing our customers of our latest must have surf items and bargains that become available, great competitions, special sales which we may run in the future, and also surf news from around the world.
To receive the Shred Head newsletter, enter your name and email address into the boxes on the top right of the page and click the 'submit' button.