CUSTOMER SERVICES

GET IN TOUCH

We love to hear from you and we believe in keeping it personal, direct to our customer service team in the Workshop.


Call us
UK 01872 554 481
US Toll Free 1-866-469-1142 (East coast 8am-1pm / West coast 6am-9am)
Worldwide + 44 1872 554 481


Email us
General feedback & enquiries: tegen@finisterreuk.com
Returns & Exchanges: tegen@finisterreuk.com
Product info (sizing, repairs & care): amellia@finisterreuk.com
Delivery & tracking: amellia@finisterreuk.com
PR & marketing: gregor@finisterreuk.com


Write to us
Wheal Kitty Workshops
St Agnes
Cornwall TR5 0RD
United Kingdom

PRODUCT CARE & REPAIR SERVICE


Product care
You can find washing instructions printed inside every garment. In general, washing in cold or warm water with mild laundry powder and line dry is the best way to clean our products and ensure a long life. A few of our garments are dry clean only.


Our outerwear is 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.


Repair Service
We hate waste and would much rather breathe new life into an old jacket than add it to landfill. We are fortunate enough to have the skills of Holly Young, a young milliner and one of a dying breed, who can make anything from fabric. She repairs, patches and throws years back into the garments she works on and can even add some original patches so if you want a twist to your repair just ask!


So if you love your jacket why not send it for a spa day. Our repairs start at £12.50 inc. p&p and a Nikwax® wash & reproof at £12.00 inc. p&p.


All repairs are different and Holly will not begin a repair until an accurate price has been quoted and she has the go ahead from you to fix the item.


Our repair menu*
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 by hand and to the highest standard

SHIPPING INFORMATION


Worldwide Delivery Offer FREE
Tracked standard delivery on all orders over £150


UK Standard £4.00
Tracked (signature required) Royal Mail Second Class Delivery (2-5 days)


UK Next Day £8.00*
Tracked (signature required) Interlink Express
*Only available on orders placed before 11am Monday – Thursday


International £15.00 **
Tracked (signature required) (within 21 days)
** Does not include customs duty, local taxes & handling charges

HOW TO ORDER

Please view collection and add the required items to your basket. All items are priced in £ British Pounds. Our currency calculations are provided via Webservicex, update regularly, and should act as a guide only. Your credit card company will automatically convert the amount into your local currency once the sale has been completed. Click to shop


Taxes
All prices quoted on this website are inclusive of UK taxes (VAT) at the current rate (20%). We automatically deduct UK VAT for orders being delivered outside of the European Community. Any customs and/or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them.


Returns
If you are not 100% satisfied with your product we are happy to offer a full refund, credit note or exchange as long as the product is returned to us in a new, unworn condition with the original packaging within 14 days.


Please ensure that you return the goods to us in their original packaging. Although your statutory rights as a consumer will not be affected, the goods are second hand without the packaging and we may not therefore be able to exchange them voluntarily. If you have received an item from Finisterre as a gift you may return it for an exchange only. Please obtain proof of postage, as we cannot accept responsibility for goods lost in transit.


In the UK we offer a free returns service so all you need to do is re-use the same bag, peel off the freepost returns sticker on the delivery note and attach to the front, pop the completed returns form in with the product, seal it up with the second seal and post it back to us. We will be in touch as soon as we have received it back.


For the rest of the world, please pop the completed returns form in with the product, seal the bag with the second seal, and post it back to us at our Wheal Kitty Workshop. Any customs duties, local sales taxes and handling charges are non refundable. We will be in touch as soon as we have received it back.


None of the above terms affect your statutory rights or your rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 when goods are faulty or incorrectly supplied. If you have any concerns please do not hesitate to contact us.


Exchanges
In the UK, you can send the product back to us free of charge and if you have requested an exchange on the returns form (please make sure your required colour and size is clear) we will send them back out to you free of charge as well. Please let us know if you need them to go to a different address. We will be in touch when it’s on the way.


For the rest of the world, you need to cover the cost of the return to us but we will send out the exchange free of charge (does not include customs duty & handling charges). Just let us know the products you would like to exchange (please make sure your required colour and size is clear) and we’ll do the rest. We will be in touch when it’s on the way.

JOBS IN THE WORKSHOP


Marketing and CRM Manager


Reporting to: Sales and Marketing Director

Location: Cornwall


Here is a massively exciting role central to our small marketing team. We are seeking a committed passionate individual with a self-starting attitude to deliver great marketing and ideally with an interest in surfing.


Full details click here


Apply to jobs@finisterreuk.com with reference FINIJOB-003 in the subject line.


Deadline 10 May 2015

Buying Assistant


Reporting to: Buying Director and Production Manager

Location: Cornwall


Finisterre is a fast growing, award winning, cold water surf brand, committed to making innovative products for cold water surfers around the world. The business model today is predominantly online, with a few key retail locations. This is something we are looking to replicate moving forward, whilst extending our reach through more retail presence and wholesale (including overseas). The brand is now entering an exciting stage of growth and we are looking for a motivated, enthusiastic buying assistant to join our buying and production team.


Full details click here


Apply to jobs@finisterreuk.com with reference FINIJOB-001 in the subject line.


Deadline 2 May 2015

Senior Designer - Apparel


Reporting to: Buying Director

Location: Cornwall


Finisterre is entering an exciting stage of growth and we are looking for a highly motivated, cutting edge designer to lead the design team. With a passion for design, product and fabrics and an awareness of brands, the ideal candidate will have a minimum of 5 years working as a senior designer for relevant brands.

Full details click here


Apply to jobs@finisterreuk.com with reference FINIJOB-002 in the subject line.


Deadline 22 May 2015

TERMS AND CONDITIONS


Finisterre UK Limited (“Finisterre”). Registered in England and Wales No. 04444480
Registered Office Unit 6 Wheal Kitty Workshops, St Agnes, Cornwall TR5 0RD, UK
VAT No. 846366890


By entering the Finisterre website you agree to abide by the Terms and Conditions of use. A placement of an order online indicates your acceptance of these Terms & Conditions.


Orders shall be accepted at our sole discretion but will normally be accepted if the goods that you order are available and your credit card is authorised for the transaction. Your card will be charged automatically when you place your order. If for any reason we are unable to fulfill your order, a full refund will be given.


The contract between us (Finisterre) and you (the customer) becomes binding when we send you an invoice (with your goods). You will own the goods once they have been delivered to the address specified and when we have received cleared payment for the goods in full. Until that time then we will retain title to the goods. We will contact you if there are any problems.


Prices quoted to you are the prices set at the time. If for any reason they are increased we will let you know by e-mail and inform you prior to processing your order. We will accept your order when we send you an invoice with your goods.


We do try to ensure the pictures of the goods on our website are accurate. However, there may be slight variations in colour and texture between the pictures and the goods themselves.

 

SHOP SAFE


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 us a call to place your order over the phone.

PRIVACY


Finisterre is the owner of this website. We respect your personal information and endeavour at all times to comply with the Data Protection legislation, which is in force.


Information may be stored manually or electronically. Any personal information you give us will be processed in accordance with the Data Protection Act 1998 and our Data Protection Registration Notification.


If you use our site to order goods or to request information from us, you will be asked for your personal information which we will store in our database.


We use the information provided by you to:

  • Process any order or enquiry by you
  • Process marketing, customer and product assessment and analysis
  • Administer our business
  • Send you email marketing communications
  • Send you monthly catalogues

By purchasing goods through Finisterre.com you agree both to our Terms and Conditions and to receiving email and catalogue marketing communications from Finisterre. You can opt-out of email marketing communications from us at any time by using the unsubscribe link in all our emails. You can opt-out of receiving our catalogues by emailing tegen@finisterreuk.com with your full name and address as it appears on the catalogue, though please note that due to campaign processing lead times it may take up to 10 weeks for you to be removed from our mailable database.


In the unlikely event that our business may be sold to another company then the data records that make up part of our business will be transferred.


There may be circumstances where we may share some of your data with third parties: credit card details will be shared with our agents (including Barclays, credit reference agencies, credit card clearing agencies, fraud prevention and detection agencies) and our fulfilment partners that we use to process the orders you place with us or who assist us in the service we provide to you.


In these instances, we provide them with only the information they need to perform their function.

In the unlikely event that our business may be sold to another company then the data records that make up part of our business will be transferred.


To outside research companies whom we may ask to contact you directly for your opinions on our products and services. We will provide them with only the information they need to perform their function.


We will not pass your credit card details onto anyone other than parties detailed above, ever. 

Any queries relating to data collection or our use of your personal information should be sent to tegen@finisterreuk.com.

 

COOKIES


What are cookies?
Cookies are small text files, which are sent by us to your computer or other device (e.g. mobile phone, tablet). Cookies enable us to track your current online experience, save your shopping bag and gather valuable anonymous marketing information on website use which allows us to constantly improve our service to you. Cookies cannot harm your computer and do not contain any personal or private information such as your name, address or payment information.


Users are able to set their browsers to accept all cookies, to notify them when a cookie is issued, or not to receive cookies at any time. Enabling this last option means that online shopping is not possible and that users may not be able to take full advantage of the Finisterre site. Each browser is different; so check the ‘Help’ menu of your browser to learn how to change your cookie preferences.


How we use cookies
The Finisterre site uses cookies mostly to remember what you have added to your shopping bag. In order to make full use of the Finisterre site, including shopping online, your computer, tablet or mobile phone will need to accept cookies. The cookies we use do not store sensitive information such as your personal or payment details.


On finisterreuk.com we display video content using Adobe Flash Player. Adobe uses Flash cookies to help improve your in site experience. Flash cookies are stored on your device in much the same way as usual cookies, but your browser manages them differently. If you wish to disable or delete a Flash cookie, see Adobe Flashplayer Security Settings. Please bear in mind though; disabling them will leave you unable to access certain types of content on the site, such as videos.


Sharing Finisterreuk.com
If you ‘share’ finisterreuk.com content with friends through social networks – such as Facebook and Twitter - you may be sent cookies from these websites. We don’t control the setting of these cookies, so we suggest you check the third-party websites for more information about their cookies and how to manage them.


Google Analytics
The website analytics service provided by Google also uses cookies to help the website analyse how the site is used. The information generated by the cookie about your use of the Finisterre website will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and Internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Google will not associate your IP address with any other data held by Google. 


More information on deleting or controlling cookies is available at www.AboutCookies.org.