Online Shop shipping, returns + refunds
Shipping
Items are dispatched weekdays from our warehouse in Rye, you can also collect your order free of charge. Domestic shipping for smaller packages and parcels (up to 50kg) ship with UPS, DHL or DHL Parcel. We typically try to ship orders to Mainland UK within 1 working day, if anything is particularly urgent please give us a call with your order number. We'll try to accommodate a quick dispatch where possible and can quote on any available delivery upgrades.
International orders are subject to customs clearance, duties, taxes and delivery.
Skatelite sheets ship by road freight on heavy duty four-way entry pallets. Due to the oversized and heavy weight of the pallets, deliveries are made on a consolidated economy freight service, typically weekdays 09:00 – 17:00 although it can be outside this window. These are not delivered on a dedicated vehicle and drivers plan their own routes so are not tracked real time. You should be contacted by our Warehouse to confirm delivery, once accepted any missed deliveries may attract a redelivery charge from the carrier.
Skatelite is heavy! A forklift is recommended for offloading the pallet or at least enough hands available to take the sheets off. Drivers are not required to help offload sheets, or take away pallets, although many are helpful. Because of the length of the pallet a tail lift is not advisable and should not be used to leverage against for risk of dropping the pallet and damaging the sheets.
Any visible damage must be noted on delivery paperwork and to the driver before signing for delivery and notified to Surface Matter at the time of delivery with images.
Store Skatelite flat and covered on the pallet until ready for use.
Refund policy
Returns
Our return policy for items purchased from surfacematter.co.uk lasts 14 days. If 14 days have past since your purchase, we can’t offer you a refund. You can still return part sheets, samples and packaging by filling out the form on Material Rescue.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Some goods are exempt from being returned. We do not accept products that are hazardous materials, flammable liquids or gases - this includes opened adhesive cartridges which cannot be repacked safely for road transport and should be disposed of at your nearest chemical recycling.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, damaged or missing parts for reasons not due to our error
- Any item returned more than 30 days after delivery
Refunds
If applicable, once your return is received and inspected, we will send you an email to notify you that we have received your return as well as any refunds due. Approved refunds will be processed and applied to your original payment method within 14 working days.
Late or missing refunds
If you haven’t received a refund yet, check with your bank/payment provider or credit card company. Some refunds can take up to 7-10 working days to clear on account.
If you’ve done this and still have not received your refund, please contact us.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us. Returns should be sent to our Warehouse B1 The Saltings Business Park, Harbour Road Rye TN31 7TE.
You are responsible for paying the return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.
Any questions or concerns please contact us.