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.
U.K 01872 554 481
US Toll Free 1-866-469-1142 (East coast 8am-1pm / West coast 6am-9am)
Worldwide + 44 1872 554 481
We’d love to hear from you whether it’s feedback on a product, have a returns query or want to find out when your product will be arriving. Email the workshop on firstname.lastname@example.org and one of the customer service team will get back to you.
Write to us
Wheal Kitty Workshops
Cornwall TR5 0RD
PRODUCT CARE & REPAIR SERVICE
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 low spin speed of 600rpm is recommended. 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.
Wetsuit Repair Service
As with all Finisterre products, a lot of attention and care has gone into making our wetsuits; seams, neoprene, construction and fit. In this respect, we warranty all seams and neoprene against defects in manufacturing and materials for the period of one year post purchase. Within this time, we are happy to be able to offer free repairs carried out by local expert wetsuit repairers. As we like to make sure all repairs are finished to the highest level, these repairs can take 3-4 weeks depending on the repair needed so just be aware that you might be without a suit for a while. If you find any problems that affect the functionality of your suit, please get in touch with us email@example.com and we’ll instruct you on the next step
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 Annie, our in house repair guru. 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 Annie 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
If you'd like Annie to work her magic on your product, send it to:- Finisterre, Wheal Kitty Workshops, St Agnes, Cornwall, TR5 0RD. Just don’t forget to add a little note with your details and what you'd like done.
* All repairs by hand and to the highest standard
U.K Delivery Offer FREE
Tracked standard delivery on all orders over £100
Orders over £300 ship via our Express Delivery service.
Worldwide Delivery Offer FREE
Tracked standard delivery on all orders over £150
U.K Standard £5.00
Tracked (signature required) Royal Mail Second Class Delivery (2-5 days)
U.K Express Delivery £10.00
Tracked (signature required) Interlink Express / ParcelForce
U.K orders placed before 1pm Monday – Thursday delivered next working day.
Northern Ireland and Channel Islands 1 -2 working days.
Orders over £300 ship for free via this service.
This service is not available during our sales.
U.K Next Morning (by 10.30am) £15.00
Tracked (signature required)
U.K mainland orders next working day order by 1pm Monday to Thursday.
This service is not available during our sales.
Tracked (signature required) (within 5-14 days)
International £20.00 **
Tracked (signature required) (within 8-21 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
All prices quoted on this website are inclusive of U.K taxes (VAT) at the current rate (20%). We automatically deduct U.K 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.
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 U.K 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.
If you wish to exchange something in your order please place a new order online for the replacement item, then return what you don’t want to keep as above. Put your new order number in the box provided on the returns form, and if you had to pay postage on your new order we will refund it once we receive your return.
TERMS AND CONDITIONS
Finisterre U.K Limited (“Finisterre”). Registered in England and Wales No. 04444480
Registered Office Unit 6 Wheal Kitty Workshops, St Agnes, Cornwall TR5 0RD, U.K
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.
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.
Information We Collect and How we Collect It
We control information we have collected about you that is relevant to your account. This includes:
- Your purchasing habits with us
- To verify your identity and that you are least 18 years of age (we cannot sell any goods to you if you are below 18 years of age).
The information we gather on our site falls into two categories: (1) personal information you supply when you become a member, order, complete a survey, post in a discussion forum, post news articles, or provide your email address, and (2) tracking information collected as you navigate through our site.
1. Personally identifiable information. To use certain features on our site, we ask you to become a registered user. When you do this, we collect personally identifiable information about you such as your name, mailing address, e-mail address, telephone number, user name and password. We may ask you for personal information when you place an order for products or complete a survey. We use this information to process your order, your request or to help improve our site. When personally identifiable information is collected, you will know because you will have to fill out a form.
2. Aggregate information. When you use our site, we may collect tracking information such as your browser type, the type of operating system you use, the domain name of your Internet service provider, and pages visited on the site. None of this information identifies you personally; we collect it for aggregate reporting on site activity.
How We Use Your Personal Data
- Marketing. We may contact you with promotions we think might interest you, as part of our market research, either by mail, telephone or email.
- Third Party Marketing. We may share your details with third parties whose offers we think might interest you, either directly or through a data co-operative. The personal information you provide may also be used for the purposes of: identity verification, credit and risk management, revenue collection, database verification and enhancement. Data co-operatives are companies whose members contribute information about their consumers in exchange for information about other consumers that may be interested in their products.
- Telephone Calls. We randomly monitor and record your calls. This helps to ensure that we provide you with the highest level of service and maintain quality standards. We may also pass information about you to agents, service providers and employees to carry out services. In the course of providing such services, we may transfer your personal information outside the European Economic Area. We will employ appropriate security measures to protect your personal information where this is the case.
How You Can Correct Your Information
To update the information retained about you, please log in.
To protect your privacy and security, we will also verify your identity before granting access or making corrections.
If you want to review or amend your personal details, including your billing and delivery address, this can be reviewed within the My Account section of the website under the Personal Details section.
If you do not want us to use your information for third party marketing purposes, or if you wish to adjust any other preferences please contact us at the address detailed in the “how to contact us” section below. In selecting to opt out of third party activity we will ensure all channels of communication, post, email, telephone and SMS (text), are opted out.
Opting Out of All Third Pary Mail Advertising
The most effective way to receive less advertising mail at home is to use the Direct Marketing Association’s (DMA’s) Mailing Preference Service. Through this service, you can choose to stop all future direct mail entirely. All of our third party companies are registered as a DMA member, as members they subscribe to and suppress any name and address on the DMA’s Mailing Preference Service file from its direct mail marketing lists. The simplest way to register is online at www.mpsonline.org.uk/mpsr/ or call 0845 703 4599 to request an application form.
Our Email Policies
We will ask for your email address and/or mobile telephone number so that we can send you an email confirming your order and so that we may send you additional marketing information through emails and SMS. If you currently receive eNewsletters and no longer wish to receive them, you can follow the 'unsubscribe' link located near the bottom of each newsletter.
How to Contact Us
Address: Finisterre, Wheal Kitty Workshops, St Agnes, Cornwall. TR5 0RD
Phone: 01872 554 481 Phone calls may be recorded for training purposes
Registered under the U.K Data Protection Act (1998) Registration No: A8061185
OUR LAST ORDER DATES FOR CHRISTMAS DELIVERY
International 7th December
European 7th December
U.K Standard 16th December
U.K Next Day 20th December
Please note there will be no next day delivery service between 21st December and 8th January.
We have extended our returns policy for Christmas. Any Christmas returns must be returned to us by the 10th January 2017 to qualify for full refunds. Any returns received after this date will be issues a credit note to use online. Please allow 2-3 weeks for your return to be processed as this is our busiest time of year.
Our Customer Service department will be closed on Christmas Day and Boxing Day and closed New Year’s Day. We will be contactable via email on firstname.lastname@example.org for urgent queries and will work hard to get back to any enquiries as soon as we possibly can.