Customer Service

How can we help?

      • Don’t worry if your soft woolly garment starts to bobble or pill. It’s a natural occurrence in all good quality knitwear. Bobbles appear on the surface of your knitwear when groups of short or broken fibres on the surface of the yarn become tangled, and this results in little balls of fluff. The bobbles are easily picked off, either 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. While it initially can be a nuisance, because the yarn Seasalt uses is of a very high quality, the bobbling will decrease with wear and you’ll be left with a beautifully soft ‘favourite’ 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

      • We develop and design all of our products in Cornwall. We manufacture these products in a number of overseas countries, including Europe and China. A small collection of chocolate and pottery is made in the UK.

         

        At Seasalt we have stringent requirements that our suppliers need to agree to before we start working with them. Our team regularly checks evidence of the suppliers’ facilities and working practices and they must all sign up to our business standards that are in line with the Ethical Trading Initiative Base Code (ETI).

      • 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.

      • We’re currently trialling our Plus collection in selected stores. 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.

      • 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.

      • TypeCostHow long will it take?
        Standard UK £4.00 incl. VAT
        (Free on orders over £50) 
        Please allow 3-5 working days.
        Next Day Delivery UK £6.95 incl. VAT Available on orders placed before 6pm, Mon-Thu and 3pm Fri.
        Channel Islands £6.95  exc. VAT Please allow 3-5 working days.

        Next day delivery is not available to the Channel Islands, Isle of Wight, Isle of Man, Northern Ireland and remote parts of Scotland, it also isn’t available on Bank Holidays. 

         

        Any next day delivery orders that are placed before 3pm are sent via DPD and will need a signature. Any orders that are placed between 3pm and 6pm Monday - Thursday will be delivered via Royal Mail. You can track your order by following the link in your despatch confirmation email or by contacting Customer Services on 01326 640075. If you place your order before 3pm it will be delivered by DPD. If you've given us your mobile number, you'll get a text message alert 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. If your order was placed after 3pm up until 6pm Monday - Thursday it will be delivered by Royal Mail and this will not require a signature.

         

        All standard UK orders are sent via the Royal Mail Track and Trace service.

      • Order before 6pm Mon - Thu and 3pm Fri for guaranteed delivery the following working day. Orders placed between Monday & Friday will arrive the next working day. Orders placed on a weekend or a Bank Holiday will take two days to arrive. Next day delivery is a signed for service on orders placed before 3pm and is not available to the Channel Islands, Isle of Wight, Isle of Man, Northern Ireland and remote parts of Scotland.

      • Location
        Cost
        How long will it take?
        Europe
        EU Member States *
        £8.50 inc. VAT Please allow 7-10 days from placing your order.
        Europe
        Non EU Member States *
        £7.08 exc. VAT Please allow 7-10 days from placing your order.
        Rest of the World ** £15.00 exc. VAT Please allow 14 days from placing your order.

        The prices above are based on our standard parcel size; if your order is larger, there may be an extra charge.

      • EUROPE *

         

        Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Croatia, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Irish Republic, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland and Vatican City State

         

        REST OF THE WORLD **

         

        Argentina, Australia, Bangladesh, Brazil, Canada, Chile, China, Colombia, Egypt, Ghana, Hong Kong, India, Indonesia, Iran, Israel, Japan, Kenya, Kuwait, Lebanon, Malaysia, Mexico, Moldova, New Zealand, Nigeria, Oman, Peru, Philippines, Qatar, Serbia, Singapore, South Africa, South Korea, Sri Lanka, Taiwan, Thailand, Turkey, Ukraine, United States of America, United Arab Emirates, Vietnam

         

        International orders to Germany, Ireland, France, Netherlands, Spain, Italy, Belgium, Sweden, Denmark, Austria, Hungary & Greece are sent by a tracked delivery service, all other International orders are sent unrecorded.

      • 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.

      • 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.

      • Once Royal Mail pop your parcel on the van for the delivery that day, it can be marked as ‘delivered’ on the tracking details. If you don’t receive it by the end of the day and have not received a card from Royal Mail, then please contact Customer Service 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.

      • Yes we do. All orders to the USA are sent via a tracked service and should arrive within 3 – 4 days of ordering.

      • Yes we do. All orders to the Australia are sent via a tracked service and should arrive within 3 – 4 days of ordering.

      • If you’re ordering from outside the UK or European Union, your order will be supplied VAT free and a copy of your ex VAT receipt will be despatched with your goods. As all orders are shipped directly from the UK, you may have to pay customs fees when your parcel reaches the country you live in. You are responsible for any import duties, customs and local sales taxes, and you’ll need to pay these fees to release your order from customs. We don’t have any control over customs and import tax and we can't tell you exactly how much you will be charged, as this varies widely depending on the country you live in (for example, the threshold for goods imported to United State of America is $800, and Canada is $20CAD). Any orders with a value above the threshold amount will be charged import fees, so we recommend contacting your local customs office for more information before placing your order. Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined.

      • Yes. We’re sorry, but we can only offer free returns for customers in the UK.

         

        If you need to return an item, please fill out the returns slip and clearly mark the parcel as ‘Returned Goods’.

         

        If you’re returning an item that’s faulty, please contact our Customer Services team to arrange and authorise the return before you send the item back to us. We can only refund the cost of international return postage for faulty items if it’s agreed in advance.

      • 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, or you don’t have a printer, 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. 

      • 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.

      • Seasalt, Unit 8 & 9
        Jon Davey Drive
        Treleigh Industrial Estate
        Redruth
        Cornwall
        TR16 4AX

      • We don’t generally re-stock products online as we release small collections each month, but some of our key pieces will return each season in new colours and/or prints.

         

        To be first to find out when new products become available, sign up to Seasalt Friends.

         

        Popular styles can sell out quickly, but with free standard UK P&P over £50 and free UK returns, it’s quick and easy to order online and try our latest styles at home.

         

        If you live near a Seasalt shop, you can call them to see if they have the item you’re looking for. If they do, they can reserve it for you for 24 hours. 

      • No. You need to proceed to check out before the item is reserved for you. 

      • Yes. Please feel free to call our Customer Service team on 01326 640075.

      • Sorry, we can’t make any changes to an order you’ve already placed, but there is a small window where orders can be cancelled. Please give our Customer Service team a call on 01326 640075. If they can cancel your order, they can then place a new order for the correct size or item.

        If we’re not able to cancel your order, then just pop it back to us using the freepost return label and we’ll arrange a refund when we receive it.

      • If you’ve only just placed your order, we may be able to cancel it for you (there’s a small window when we can do this). If we can’t cancel it, just pop it back to us using the freepost return label and we’ll arrange a full refund.

      • Please call our Customer Service team on 01326 640075. If your order hasn’t been processed yet, we may be able to amend the delivery address for you.

      • 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.

      • 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. 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.

      • You can buy gift vouchers in Seasalt shop or over the phone. For more information, call our Customer Service team on 01326 640075.

      • Our gift vouchers can only be used in Seasalt shops (our stockists can’t take them).

         

        To use Seasalt gift vouchers online you’ll need to contact our Customer Service team who will ask you to send them to us so we can redeem them for you.

      • Gift vouchers are valid for one year from the date of purchase. The purchase date will be written on the voucher.

      • We’re sorry, but we can’t replace lost gift vouchers, so please keep them safe.

      • If you have a complaint or problem with any aspect of our service or our products, please contact our Customer Service team on 01326 640075 or email us. We take all complaints extremely seriously and we will address any problems quickly and effectively.

        If you’ve got any other queries, please get in touch and we’ll do our best to help.