Customer Service

Seasalt Globe

Why can I no longer use the UK website for international delivery?

We’ve created a dedicated international website to give the best possible experience to our valued international community, wherever you are in the world. We’ve improved the functionality at checkout so we can offer you the clearest, most cost-effective shipping options with no hidden taxes, more payment methods, and prices displayed in your own currency. More information can be found here.

You’re on our UK site, where unfortunately we can’t ship internationally.

How can we help?

      • Bobbling or pilling is a natural occurrence in all good quality knitwear. Groups of short or broken fibres on the surface of the yarn become tangled, and this results in little balls of fluff. The bobbles can be removed by hand or with a bobble remover, but they are far easier to remove from a garment containing high quality yarn as opposed to a cheaper yarn mix item. The yarns we use are very high quality so the bobbling will decrease with wear and you’ll be left with a beautifully soft knit.

      • If the garment you’re interested in is lined, you’ll find the details of the lining composition on the product page for that item - just scroll down to the Product Details tab.

      • We use YKK who are the leading supplier of zips, so it’s rare that a zip is faulty.

         

        Two-way zips can take a little while to get used to, but it gets easier with practice.

         

        You need to make sure both the sliders (see diagram below) are right at the base of the zip (they will be on your left-hand side as you wear it). They should sit together quite neatly, with no space in between the zip sliders. The zip teeth above the sliders need to be as straight as possible.

         

        Once you’ve slid the right side base of the zip tape into both sliders on the left side, and it’s all in line, you should then be able to pull the top slider up the zip to fasten the coat. You might find it helpful to hold the base of the zip with one hand, so it’s stable, while you slide the top slider up – sometimes if the bottom slider moves slightly, then the tips are not perfectly married together and the zip won’t close because the teeth are misaligned.

         

        If you then want to open the bottom of the coat (using the bottom slider) then do this separately, after you’ve fastened the top slider.

        Zip diagram

      • You can find detailed measurements on the product page for the garment you’re interested in. Just scroll down to the bottom of the page and click the Measurements tab.

         

        For skirts, the measurement is taken from the top of the waistband to the hem, and for dresses, from the top shoulder seam to the hem.

      • You can find detailed measurements on the product page for the garment you’re interested in. Just scroll down to  the bottom of the page and click the Measurements tab.

      • We take care to make sure that we’re as accurate as possible with our measurements, however, fit can depend on body shape. You might find our customer reviews helpful. Just click on the anchor images to the right of the product that you are interested in to see feedback from other customers.

      • Some of our garments are designed to be oversized. Just order your usual size, and you should find that the garment hangs beautifully and is really easy to wear.

      • Selected stores stock our Plus range. If there’s a style you’d like to try, it’s worth giving the shop a call to check whether they’ve got it in stock. You can see our shop locations here.

         

        All our Plus size garments are available online, subject to stock availability.

      • Thank you for your enquiry. We're sorry to hear that the creases in your velvet item haven't dropped out.

         

        We wouldn't recommend ironing the surface, as this might damage the fabric. However, there is something else you might like to try: if your iron has a "continuous steam" setting (often used for items already hanging, e.g. curtains) this is extremely useful for reducing creases in garments. It's a similar process to the professional steamer machines used in many clothing shops.

         

        Simply hang the velvet item up, ensuring that it’s inside out. Then, from a distance, use the continuous steam setting on a low heat, to allow steam to penetrate the fabric without the iron actually touching the fabric. It's usually very quick and effective.

         

        Alternatively, you can hang the velvet item in a steamy environment, such as a bathroom, for a short while. The creases should naturally fall out.

         

        We hope this advice helps. If we can be of further assistance, please let us know.

      • Pop over to our RAIN® Guide for full details.

        If you have any questions, our Customer Service RAIN® experts can help. Just call 01326 640075 or join us on Live Chat.

      • Yes. You can pop any of our RAIN® garments in the machine at home. See our RAIN® care guide for washing instructions.

      • Once we’ve received your parcel (you can track it using the number on your Royal Mail receipt) we’ll process your refund. This is usually within two or three working days, but it can also take a few days for the refund to show in your bank account. At very busy times, your refund may take a little longer. You can also log into My Account to see if the return has been processed.

      • Please find our normal delivery times below:

         

        TypeCostHow long will it take?
        Standard UK & Channel Isles £3.50 incl. VAT
        (Free on orders over £50) 
        Please allow 3-5 working days.
        Next Day Delivery UK £6.00 incl. VAT Available on orders placed by 2pm, Monday to Friday.

        Standard Delivery

        We use Royal Mail’s Tracked service for all our standard UK & CI orders.

        Next Day Delivery

        Unfortunately next day delivery isn’t available to the Channel Islands, Isle of Wight, Isle of Man, Northern Ireland and remote parts of Scotland.

        Please note any orders placed after 2pm on a Friday or over a Bank Holiday weekend will be despatched on the next working day.

        Any next day delivery orders that are placed before 2pm are sent via DPD and will require a signature. If you've given us your mobile number, you'll get a text message an hour before your parcel’s delivered. If you're not in, you can choose to have your parcel left with a neighbour, or rearrange delivery.

      • Order by 2pm Monday to Friday for guaranteed delivery the following working day (excluding Bank Holiday weekends). 

        Please note any orders placed after 2pm on a Friday or over a Bank Holiday weekend will be despatched on the next working day.

        Any next day delivery orders that are placed before 2pm are sent via DPD and will require a signature. If you've given us your mobile number, you'll get a text message an hour before your parcel’s delivered. If you're not in, you can choose to have your parcel left with a neighbour, or rearrange delivery.

      • For international delivery information, please visit our international Delivery page.

        We've created a dedicated international website to give the best possible experience to our valued international community, wherever you are in the world. We’ve improved the functionality at checkout so we can offer you the clearest, most cost-effective shipping options with no hidden taxes, more payment methods, and prices displayed in your own currency.

        You’re on our UK site, where unfortunately we can’t ship internationally.

      • We deliver worldwide! For international delivery information, please visit our international Delivery page

        We’ve created a dedicated international website to give the best possible experience to our valued international community, wherever you are in the world. We’ve improved the functionality at checkout so we can offer you the clearest, most cost-effective shipping options with no hidden taxes, more payment methods, and prices displayed in your own currency. 

        You’re on our UK site, where unfortunately we can’t ship internationally.

      • We won’t need a signature for standard UK deliveries, but we will need one for next day deliveries. If you’ve given us a mobile number you'll get a text message alert before  delivery. If you're not in, you'll have the option for the parcel to be left in a safe place or to rearrange delivery. 

        If you haven't given us a mobile number and you’re not in when the parcel is delivered, we’ll leave a card with details on how to rearrange delivery.

      • Yes. For our standard UK delivery we use Royal Mail Track and Trace. When your order has been despatched we’ll send you a confirmation email which will include your tracking number. This can be used to track your order as it makes its way to your door.

      • Sorry, we don’t deliver to PO boxes outside the UK. If you have any questions, please contact our Customer Service team on 01326 640075. 

      • Please check around your property. If Royal Mail are aware of a ‘safe place’ they may have left it there. It’s a good idea to check with your neighbours too. If you can’t find your parcel, please give our Customer Service team a call on 01326 640075. 

      • We’re sorry about that! Please check your emails to see if we’ve been in touch to apologise for a missing item. It’s worth checking your junk mail too. If you haven’t received an email, please contact us with your order number and the details of the missing item.

      • For overseas orders placed on our International website, please visit our international Returns page for more information on how to return.

        For overseas orders placed on our UK website, please see our Returns page for more information on how to return. 

        If you are unsure which website you placed your order on, your order number can help!

        • Order numbers starting with ‘C0’ will have been placed on our UK website.
        • Order numbers starting with ‘G0’ or ‘GE’ will have been placed on our international website.

        Your order number can be found on your order confirmation email, despatch note and on your Seasalt Account page.

      • You can download and print a new label here: https://www.royalmail.com/track-my-return/create/922

        If you don’t have an order number, just pop your name in this section and  make sure you include your contact details in the parcel.

        If you need help with this, just call our Customer Service team on 01326 640075.

      • You can return it to any Seasalt shop as long as you take the receipt with you.

         

        If you prefer to post the item, or it’s not convenient to visit a shop, you can download and print a freepost return label here.

         

        Please enclose, a copy of your receipt, your name, address, contact telephone number and reason for return (too big / small / faulty etc.).

         

        Once we receive your return, our Customer Service team will call you to arrange the refund.

      • Simply return the unwanted item for a refund and place a new order online for the product you'd like. We’ve found this to be a faster process than offering a straight exchange.

         

        Alternatively, you can exchange an item in any Seasalt shop (subject to stock availability). You’ll need to take your receipt with you. 

      • Seasalt, 
        C/O Uniserve Group, LHB Building
        London Mega Terminal
        Thurrock Park Way
        Tilbury                                                                                                                            RM18 7HD

      • At the moment, Royal Mail are working hard to ensure that their teams remain safe. This means that there are occasional changes of process from the usual. There are also some delivery delays, with some Royal Mail hubs affected more than others. This means that it can take a few days to receive your parcel, even if it’s marked as ‘delivered’ in the Royal Mail tracking portal.

        If you’ve waited more than 10 days from our despatch notification and your parcel still hasn’t arrived please contact our Customer Service team on 01326 640075.

      • You can book an appointment here or by calling our Customer Service team on 01326 640075.

      • Please find instructions for cancelling or changing your appointment in your e-mail confirmation or call our Customer Service team on 01326 640075.

      • You can bring one member of your household with you

      • There is no minimum spend during your private appointment

      • Each appointment is for a strict half hour, we're sorry but we're unable to extend this time.

      • We're sorry, appointments are not transferrable. Please cancel your appointment and ask your friend to book.

      • Our shops are currently closed in line with government guidelines.

        The health and wellbeing of our staff and customers has been our top priority throughout this time. We’re following all local government guidance and hope to be able to open as soon as we are advised that it is safe to do so.

        To make online shopping a little easier, we’ve extended our return period to 6 months.

      • We’ve working closely with the team as safety is our highest priority. All our team have had comprehensive training to cover social distancing / cleaning and sanitation. We have supplied PPE to all our team members. We’re asking our customers to work with us to ensure that we all stay as safe as possible.

      • We have a 'no quibble' refund policy so as long as the garment is ‘as new’ and has the tags still attached we'd be very pleased to offer a full refund.
        We have extended our return policy to 6 months from the date of purchase. You can either pop back to a Seasalt shop or during your private appointment, just ask one of the team for a freepost return label so that you can post any returns back to us. All the details will be on the freepost label.

      • According to the World Health Organisation, the likelihood of an infected person contaminating items is low. We are asking that you minimise contact wherever possible. We’ve taken additional steps, however, such as more frequent and regular cleaning, closing our fitting rooms and making hand sanitiser freely available. If you’d like them, then our shop team will also be able to supply you with gloves, please just ask.

      • Currently based on the official advice that is available, we have temporarily ceased trading with cash and are only taking contactless or card payments.

        We’ll take the Government advice that’s available regarding cash handling in our shops and we’ll review this advice regularly. As soon as it’s considered safe to do so, we’ll re-introduce cash payments, as we understand that many customers will find this important.

      • Nothing is more important to us than the health and wellbeing of our customers, staff and suppliers and we are acting on all government advice to help keep everyone as safe as possible.

        We’ve introduced lots of measures to ensure that the safety of both our shop teams and our customers is our highest priority. Some of these measures include limiting the number of customers in a store at any one time, hand sanitisers for teams and customers and a temporary closure of our fitting rooms. We’ve also reintroduced regular and comprehensive cleaning regimes to ensure that we all stay safe. We look forward to welcoming you soon!

      • To ensure the safety of our customers and shop teams, we ask that customers don’t try on Jewellery and shoes in store as we would be unable to guarantee that they were fully sanitised afterwards. It’s also more difficult to maintain social distancing whilst assisting a customer with shoe fitting.

      • Safety of our customers and our team is of paramount importance and we’re working hard to monitor and adapt to the inevitable changes and updates to regulations and recommendations. When we make changes, we’ll aim to make these clear and easy to follow when you visit our shops.

      • We’re sorry we can’t make any changes to an order you’ve already placed. Please just pop it back to us by following the Return instructions on your despatch note and we’ll arrange a refund when we receive it.

      • We’re sorry we can’t cancel an order you’ve already placed. Please just pop it back to us by following the Return instructions on your despatch note and we’ll arrange a refund when we receive it.

      • Sorry, we can’t make any changes to an order you’ve already placed, please give our Customer Service team a call on 01326 640075 and they’ll do their best to help.

      • Log into My Account to see the status of all your orders.

      • Sorry, we can’t. Our despatch team aim to get orders shipped as quickly as possible.

      • Sorry! Please check your emails if case we’ve been in touch to apologise for a missing item (it’s worth checking your junk mail too). If you haven’t received an email from us, please get in touch with your order number and the details of the missing item.

      • You can pick up your card in any UK Seasalt shop (excluding outlets) from 15 June 2019.

      • Yes, you do need to give us a few details to sign up (your name and email address or address as a minimum). We will use your contact details to let you know about Seasalt offers, products and services that are the most likely to interest you. The GDPR allows us to do this as part of our legitimate interest in understanding our customers and providing the highest levels of service. As a member of the Loyalty Card scheme we will also send you news and information about Seasalt events that will enable you to earn more stamps. It also helps us check for fraud. If you decide you do not wish to share your personal data with us any more, you can ask us to delete it (please see our Privacy Policy for more details) but if you do this we may not be able to provide some of the services you have asked for.

      • Any personal information you provide will be treated in accordance with the GDPR (General Data Protection Regulation). Please see our Privacy Policy for further information.

      • The barcode on your card is linked to your personal details on our system. It will be scanned each time you make a purchase.

      • No, It’s free and easy to start collecting stamps today.

      • No, the Seasalt Shop Loyalty Card is purely for collecting stamps. It cannot be exchanged for cash and has no monetary value.

      • 1. Pick up your card in any UK Seasalt shop (excluding outlets)

        2. Collect stamps by...

        • Signing up for the first time. We’ll start you off with a free welcome stamp.
        • Shopping! Earn 1 stamp for every £50 you spend in one transaction.

        3. When you’ve collected 5 stamps, we’ll give you a £20 Gift Card.

        • Stay tuned for special events, exclusively for loyalty card holders.
      • For every £50 you spend in one transaction, you’ll get 1 stamp (if you spend £100, you’ll get 2 stamps).

      • We’ll give you stamps for anything bought up to a month before you got your loyalty card. Bring your loyalty card and receipts to any UK Seasalt Shop (excluding outlets) to claim them.

      • Your card cannot be shared and stamps may not be given to other customers.

      • If you placed an order online, bring your despatch note into any UK Seasalt shop and we’ll give you a stamp. We are trying to encourage visits to our stores, as part of our commitment to the high street.

      • No, our Seasalt Shop Loyalty Cards are for use in UK Seasalt shops only (excluding outlets).

      • No problem, simply bring it in with your receipt next time you’re passing.

      • Unfortunately, we cannot replace lost or stolen Seasalt Shop Loyalty Cards.

      • Damaged Seasalt Shop Loyalty Cards may be replaced at our discretion.

      • No, you can collect stamps on your Seasalt Shop Loyalty Card until it is full!

      • Absolutely, simply pick up another card in any UK Seasalt shop (excluding outlets).

      • Please take your Seasalt Shop Loyalty Cards into any UK Seasalt Shop (excluding outlets). We’ll give you a £20 Gift Card for every 5 stamps collected. You can claim loyalty stamps for up to 4 online orders or transactions at any one time by visiting a Seasalt shop.

        Please take copies of your delivery note/ order numbers/ receipts with you. To claim loyalty stamps for 5 or more online orders/ transactions, e-mail contactus@seasaltcornwall.co.uk. Please see Loyalty Terms & Conditions for more information.

      • Count your stamps. When you have 5, we’ll give you a £20 Gift Card. See Gift Card T&Cs

      • Please contact our friendly Customer Service team on 01326 640075.

      • We don’t give stamps when you purchase a gift card because a gift card is tender – but the good news is they can be collected when the gift card is redeemed.

      • We don’t generally share discount codes, but if you’d like to sign up to Seasalt Friends we’ll make sure that you’re the first to know about our latest offers and news. We’ll also send you a special treat on your birthday!

      • Special offers, such as 2 for 1, are automatically applied at the checkout. Promotion codes are very easy to use – you just need to type the code into the box provided in your shopping bag. Sign up to Seasalt Friends to make sure you’re the first to know about our latest offers and news.

      • Please check the Terms and Conditions and the expiry date on your code. If the date is valid and the code still isn’t working, please pop onto a Live Chat with us or give our Customer Service team a call on 01326 640075.

        Many promotional codes only work on full price items and don’t work with other discount offers.

        We don’t use discount code websites, so any codes from these sites aren’t valid.

      • Our goals have always been simple: to craft beautiful clothing that inspires and endures, share our love of Cornwall, and make better choices for our people and planet.

        Our new sustainability strategy is structured around four pillars. They are Product, Environment, Innovation and Community. We have a dedicated Sustainability Team that develops and leads the sustainability strategy. They also advise and support departments across the business to make sure we continuously deliver on our environmental and social commitments.

        Read more about sustainability at Seasalt here.

      • As part of Seasalt Giving, we make donations from the sale of designated product within our collections.  Last year we raised over £100K for our charity partners. 

        Read more about Seasalt Giving here

      • We’ve launched a new partnership with Mind, the UK’s leading mental health charity. This new collaboration signals a step up in our involvement in one of the causes we believe in most passionately – mental health.

        As well as this, we’ve committed to donating £1 million to our charity partners between 2021 and 2025. We also support charities local to each of our shops and donate our handmade window props to local schools and community projects.

        In addition to providing charities with financial support, we love to share our time and skills through our volunteering programme and have committed to giving 20,000 volunteering hours by 2025.

      • We’ve committed to delivering 20,000 volunteering hours to smaller local charities across the UK by 2025. This will see us share our professional skills, expertise and creativity where it’s needed most.

        If you are a charity and you need some volunteers, please email sustainability@seasaltcornwall.co.uk. We can then share volunteering opportunities with our employees, and they can sign up to help their chosen charities.

        If you are a local community project, hospital or school and would like to reuse our handmade window props, then please ask for more information in your nearest shop.

        Find your nearest shop.

      • All our collections are designed in Cornwall. Our primary manufacturers are in India, Turkey, China, Vietnam, Pakistan, Bangladesh, Sri Lanka and Bulgaria. We support UK manufacturers where possible and sell Leach pottery, Trevarno Skincare and St Eval home fragrances. If you’re curious about your garment’s country of origin, look on its label or at its details online.

      • We use natural fibres wherever possible and are proud to have been the first clothing company to achieve Soil Association organic cotton GOTS certification in 2005.

        Over 60% of our fabrics are made of 100% natural fibres, including organic cotton, cotton, bamboo, linen and wool. We’ve committed to converting more of our fabrics to more sustainable alternatives by 2024. These commitments include:

        100% GOTS Organic Cotton
        100% Global Organic Textile Standard-certified cotton to be used across all products by 2024.

        100% LWG Leather
        100% of our leather to be sourced from gold and silver rated Leather Working Group tanneries by 2024.

        100% RWS Wool
        100% of the wool used in our collections to be certified by the Responsible Wool Standard by 2024.

        100% Closed Loop Viscose
        100% of the viscose used in our collections to be responsibly sourced and made using closed loop systems by 2024.

        We also created our trademarked waterproof organic cotton fabric Tin Cloth® and continue to innovate and work towards more sustainable fabric options. If you’d like to read more about how we’re doing this, you can find more information in our latest Sustainability Report.

      • We do. All the dyes and chemicals we use in production conform to the EU regulations for the restricted use of chemicals REACH, and we spot check suppliers every season. We have a detailed Production Standards Manual that clearly sets out what chemicals can and can’t be used in the production of our clothing.

      • We’re full members of the Ethical Trading Initiative (ETI) and our Compliance and Ethics Team makes sure that all our suppliers commit to the ETI Base Code of practice, an internationally recognised code of labour practice designed to protect workers’ rights. You can read more about this in our Sustainability Report.

        Manufacturing products abroad comes with a responsibility to the partners we work with as well as their employees. We work with trusted suppliers and commit to long term relationships to ensure we bring you the best quality products. We also make sure we have an in-depth understanding of each supplier, their facilities and working conditions. Our Design, Buying and Technologist teams are in daily contact with our suppliers and make regular visits to carry out audits.

      • Our Production Standards Manual requires all our suppliers to commit to high standards of animal welfare. We only source leather and suede that is a by-product of the food industry, where animals have been treated in a humane way.

        We are also members of the Leather Working Group (LWG). The LWG is an international, not-for-profit membership organisation responsible for the world’s largest leather sustainability program. LWG is committed to improving environmental stewardship in the leather manufacturing industry, as well as traceability of materials.

        We work with Leather Working Group certified tanneries. Leather Working Group (LWG) certification is an assurance that the leather we use is kinder to the environment and better for workers. We’re aiming for all our leather footwear and bags to be made with Gold and Silver rated leather by 2024.

        In addition, our wool yarns are sourced exclusively from farms that do not practice mulesing and use responsible harvesting methods, such as clipping and shearing. We do not use Angora in our products.

        Read more in our Sustainability Report.

      • We recognise the way we run our business has a direct impact on the planet and we are working hard to improve our environmental performance across all areas of the company. By making responsible decisions about decreasing waste, energy use, travel and water use, we are committed to reducing our carbon footprint. If you’d like to read more about how we’re doing this, you can find more information in our Sustainability Report.

      • We’re working to eliminate the use of all unnecessary consumable materials at Seasalt, including single-use plastic in our packaging. We’ve already removed 18 tonnes of single-use plastic from our business each year by replacing mailbags, packing tape and bubble wrap with environmentally friendly and recyclable alternatives. We’ve also removed individual plastic garment bags from our online orders, which we collect and recycle through our recycling partners.

        If you’d like to read more about how we’re doing this, you can find more information in our Sustainability Report.

      • Gift cards can only be redeemed on UK & Channel Isles purchases via our website, in Seasalt shops or over the phone with our Customer Services team. They cannot be redeemed in our Clonakilty shop or on international purchases.

      • You can start using your Gift Card as soon as you receive it in the post or by email.

      • Gift Cards can be delivered to UK & Channel Isles addresses via any of the delivery methods available at checkout.

      • No, our Gift Cards can only be used in Seasalt shops (UK only), on our website or over the phone with our Customer Services team (UK & Channel Isles purchases only).

      • Please take care of your Gift Card, Seasalt cannot accept liability for any lost, stolen or damaged Gift Cards.

      • If you return an item you purchased with a Gift Card, any refund will be made back onto a new Gift Card.

      • When purchasing a Gift Card, payment will be taken when you place your order. If you are redeeming a Gift Card, the balance on the card will reduce when you place your order.

      • If you cancel an order that was paid for with a Gift Card, the refund will be made back onto the Gift Card used to pay.

      • You can check the amount on your Gift Card by visiting our check balance page, asking in a Seasalt shop or by calling our Customer Service team on 01326 640075.

      • No, any remaining balance can be used for future purchases.

      • You can top up your Gift Card in a Seasalt shop but for now, we are not able to do this online.

      • Your Gift Card will be valid for 24 months from the last time it was used.

      • Pack it jacket, Buttercup floral marine Pack it jacket, Brolly geo dark voyage. Pack it jacket, Lino drops granite.

        It has come to our attention that there is a very small chance that there could be small fragments of metal in the garment. Only Brolly geo dark voyage, Buttercup floral marine & Lino drops granite colours are affected. These were available for purchase between 4th - 28th March.

        We’re really sorry for this fault, it’s not reflective of the high standards that we aim to achieve, but to ensure our customers safety, we’ve decided it’s important to ask you to return this jacket to any Seasalt Shop, or by post to our distribution centre.

        You can return it to any Seasalt shop – if you have your original receipt, please bring it with you, however this won’t be essential. The team will be able to issue you with a full ‘no quibble’ refund or an exchange for a new Pack it Jacket that has been thoroughly checked.. You can find a full list of shops here: https://www.seasaltcornwall.co.uk/locations

        If you prefer to return the Jacket by post, you can visit https://www.royalmail.com/track-my-return/create/922 where you can create and download a freepost return label. Please include your order number or name when prompted.

        As soon as we receive the Jacket, we’ll issue you with a refund or an exchange. Please include a note in the parcel to state which option you’d prefer and your telephone number.

        If you have any questions or require assistance with the freepost label, please do contact our Customer Services Team on 01326 640075.

        Customers outside of the UK, please e-mail contactus@seasaltcornwall.co.uk and our customer service team will be pleased to help.