We love to hear from you, you won't be put on hold here, no automated phone systems or international answering services. At Finisterre, you will come straight through to the workshop where it all happens. Tegen heads up our Customer Service and is open to answer any questions and talk you through the products. We welcome and encourage feedback (good or bad), so please let us know how we are doing.
We'd like to respond to you as quickly as possible so click on the topics below to send your enquiry to the right person and we'll be in touch.
If you want to send us anything by post:
Wheal Kitty Workshops
If you want to give us a call:
Telephone 01872 554 481
Toll Free US: 1-866-469-1142
(East Coast 8am - 1pm/ West Coast 6am - 9am)
Worldwide +44 (0)1872 554 481
Being reasonable is a great thing; it means that you have good judgement and that you are fair. We think that being reasonable is the number one ingredient in great Customer Service.
Conventional busness practices say Customer Service Departments are a ‘pain in the neck’, that ‘they are the last place anyone would want to work.’ Some companies even think that listing 20 different Customer Service policies on a web page or two sides of A4 is good service. Some even think that an automated touchtone service is considered ‘good service’. Here at Finisterre, that isn’t being reasonable and it sure as hell isn’t good Customer Service!
Being reasonable is having the time to speak to someone before, during or after buying from us. Good Customer Service is always doing everything we can for a customer, no matter what the situation.
One day, a customer called us up and told us that they were trying for a baby and that her husband needed cooler boxer shorts to keep temperatures low and fertility high. This customer felt comfortable enough to share this, to open up to us all in the workshop.
Why? Well maybe because there are no automated messages, maybe it’s because you can speak to any of us, or maybe it’s just because we really do care about our customers. Being able to talk about these things is more than Customer Service, it’s a relationship, a family - and here’s to many more of these relationships!
WE OFFER FREE WORLDWIDE SHIPPING ON ALL ORDERS OVER £100
United Kingdom - Standard - £4.00
Royal mail Standard Tracked (signature required) 2-5 working days
United Kingdom - Next Day- £8.00
Interlink Express (signature required). Only available on orders placed Monday to Thursday before 11am (signature required)
International - £15
International delivery (signature required) within 21 working days
After placing your order you will be emailed a tracking number allowing you to track your Parcel in the UK with Royal Mail or outside of the UK with Interlink Express or FedEx.
*Please note that our postage charges do not include customs duty and handling charges*
Washing instructions are printed on a white tag inside our garments. Following these instructions will ensure the long life span of your clothing. In general, washing in cold or warm water with mild powder laundry soap and line drying are the best ways to clean our products.
Our outerwear is originally treated with a Durable Water-Repellent finish (DWR), which keeps the outer fabric from becoming saturated so that the breathable barrier can do its job. Re-proofing increases the water repellency and lifespan of your jacket. When rain ceases to bead on the fabric, it’s a sign that water repellency is fading and cleaning / re-proofing is required. To re-proof we firstly recommend cleaning at 30°C with Nikwax® Techwash. Then re-proof using Nikwax® TX Direct.
Here at Finisterre, we hate waste and would much rather breathe new life into old jackets than add them to landfill. We are fortunate enough to have the skills - Holly Young, a young milliner and one of a dying breed, can make anything from fabric. She repairs, patches and throws years back into the garments she works on and can even add some original patch works to specific garment. So if you want your garment back with a twist - just ask!
If you love your jacket, then send it into us for a spa day. Repairs start from £12.50 inc P&P - Nik Wax Wash and Reproof £12.00 inc P&P. If you like the sound of the above, just ask for the full service! We know you don¹t want to be without your kit for long, so Holly will do her best to get it back to you as fast as possible, but we do normally recommend you allow two weeks for a repair to be completed. If you need it for a particular date, please do let us know in advance.
How to send it into us:
When sending anything to us, if you could be kind enough to give it a quick wash that would be amazing, no one likes dirty laundry and we'll take care of the rest.
If the items have not been cleaned we think that it is unfair and unpleasant for Holly, in which case we will have to call you to give the options of either sending this back to you or to take an additional charge of £12 to wash the garments before the repair is carried out.
Please also include your name and contact details.
Finisterre Repairs Wheal Kitty Workshops St Agnes Cornwall TR5 0RD
All repairs are different and Holly won’t begin a repair until an accurate price has been quoted and she has the go ahead to fix the item.
All prices include return postage.
Darning to Cotton Jersey / Merino Fabrics £11.00
Insulation – 1 Small Patch £12.50
Insulation – 2 Small Patches £16.00
Insulation – 1 Medium Patch £16.00
Insulation – 1 Large Patch £20.00
Insulation – 3-4 Patches £30.00
Fix Pockets £12.00
Inside Hem Replacement Pull Cord £22.00
Replace Velcro on Cuffs / Tabs £20.00
Zip Replacement (allow 1 month) £45.00
All repairs are done by hand and to the highest standards.
By entering the Finisterre website you agree to abide by the terms and conditions of use. The placement of an order online indicates your acceptance of these terms and conditions.
Although Finisterre UK will do our best to ensure the accuracy of all the information within this website, we shall not be liable for damages of any kind resulting from the use of this site. If a product is advertised at an incorrect price due to a typographical error or a supplier error, we reserve the right to refuse or cancel an order whether or not said order has been confirmed. In such a case, we will make you aware of this and a full refund will be given, if required. All prices are shown in pounds sterling and are inclusive of VAT.
Credit Card Security
All credit card numbers are encrypted in the software when your order is placed online using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site. If you would prefer, please feel free to give Tegen a call to place your order over the phone.
We are committed to safeguarding the privacy of our users. We will only use the information provided by you lawfully and in accordance with the Data Protection Act 1998. When you make a purchase from finisterreuk.com, we will need to collect certain information to process your transaction and fulfil your order. We will not sell, rent, lease or otherwise distribute this information to any other company.
The information we require to process your order includes: Your full name, billing address, delivery address, contact number, e-mail address and payment details. This information enables us to both process your order successfully and communicate with you in terms of delivery.
From time to time it may be necessary for us to complete certain security checks during which time we may consult a credit reference agency.
We are committed to insuring the privacy of people using our site. Privacy is important to us and we respect this in regards to internet use. We will not disclose information about our customers to third parties except where it is part of providing a service to you - e.g. arranging for a product to be sent to you and carrying out credit checks.
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If you are not 100% satisfied with your purchases we are happy to offer a full refund, credit note or an exchange when products are returned in a new, unworn condition and with the original product packaging within our 14 day returns period. Please obtain your proof of postage as we cannot accept responsibility for goods lost in transit.
We offer a free returns service within the UK and provide a freepost returns sticker on the delivery note within your delivery. Simply use the same bag - we send all our parcels out in double seal bags so you can reuse these with the second seal, peel off the freepost address sticker and attach to the front of the bag, ticking the relevant option on the sticker and complete the returns form on the bottom of the delivery note and pop it in the post back to us.
Once the Parcel has been processed we will email you to confirm the action you requested has been taken. Exchanged items within the UK are sent back free of charge. Please note the items that you would like us to send back to you including colour and size, if you require the items to be sent back to an alternative address please state this clearly on the returns slip.
Please complete the returns slip on the bottom of your delivery note and address the parcel to our Wheal Kitty Workshops address, using a courier of your choice return the item to us.Once the Parcel has been processed we will email you to confirm the action you requested has been taken.
Exchanged items outside of the UK
The return postage is down to you guys but we will then cover the postage cost of sending the exchanged item back out to you (this will not cover the Customs Charges). Please note the items that you would like us to send back to you including colour and size, if you require the items to be sent back to an alternative address please state this clearly on the returns slip.
Right Size First Time
If you are in any doubt as to your size please see on the product page the sizing sub header for full garment specifications, or alternatively you can give us a call and we will talk you through it to make sure you get the right size first time.
All garments have washing instructions on an internal label. Instructions can also be found on the product pages of the website. Please adhere to these instructions as refunds and replacements will not be given if these instructions are not followed
If you have any questions regarding product care please give us a call and we will be happy to advise you.
International postage costs are high and people all over the world want our product. We scratched our heads for a bit and then came up with the simplest solution, any order from any country in the world ships free. Just spend over £100
*Please note that our postage charges do not include customs duty and handling charges*
Our currency calculations are done via Webservicex and are updated regularly. These exchange rates act only as a guide and the actually amount you are charged is down to the exchange rate of the card provider that is used.