Here you'll find answers to some of our most common questions about ordering, delivery, returns and shopping with Fat Willy's Surf Shack.

If you can't find what you're looking for, please get in touch with us at shop@fatwillyssurfshack.co.uk.

Orders & Payments

Have I placed my order successfully?

Once your order has been placed, you'll receive an order confirmation email. If you haven't received one, please check your junk or spam folder. If you're still unsure, get in touch with us.

Can I change or cancel my order?

If you need to make a change or cancel an order, please contact us as soon as possible. We'll do our best to help, provided your order hasn't already been fulfilled or dispatched.

I haven't received my order confirmation. What should I do?

First, check your junk or spam folder. If you still can't find it, email us at shop@fatwillyssurfshack.co.uk and we'll look into it.

Delivery & Shipping

How much does delivery cost?

Our UK delivery options are:

• £2.95 Large Letter delivery on eligible small items.

• £3.95 Royal Mail Tracked 48 standard delivery.

• FREE standard delivery on eligible UK orders over £75.

International delivery is available to selected countries, with prices calculated at checkout.

How long will my order take to arrive?

Orders are usually dispatched within 1–3 working days.

Once handed over to Royal Mail, standard delivery typically takes a further 2–3 working days.

These are estimates and may vary during particularly busy periods.

Will I receive tracking information?

Yes. UK parcel orders are sent using Royal Mail Tracked 48. Once your order has been dispatched, you'll receive tracking information by email.

Can I get faster delivery?

If you need your order sooner, please contact us before placing your order. We may be able to arrange a faster service, such as Royal Mail Tracked 24, depending on availability and cost.

My order hasn't arrived. What should I do?

If your order hasn't arrived within the expected delivery timeframe, please allow an additional 2–3 working days before contacting us. If it still hasn't arrived, email shop@fatwillyssurfshack.co.uk with your order number and we'll investigate.

Returns, Refunds & Exchanges

What is your returns policy?

We offer a 30-day returns period for online purchases, starting from the date you receive your order. Items purchased in our Fore Street store can be returned within 30 days of purchase.

Items must be unworn, unwashed and in their original condition, with original tags attached where applicable.

Can I return sale items?

Yes. Sale items are covered by the same 30-day returns policy as full-price items.

Who pays for return postage?

For change-of-mind returns, customers are responsible for return postage.

If an item is faulty or we've sent you the wrong item, we'll cover the reasonable return postage costs.

How do I request a return?

For online orders, sign in to your customer account, find your order and select the items you'd like to return. Submit your request and we'll review it.

For purchases made in our Fore Street store, please contact us by email before returning your item.

How long do refunds take?

Once we've received and inspected your return, we'll aim to process your refund within 3–5 working days. Refunds are issued to your original payment method, although your bank may take additional time to process them.

Can I exchange an item for a different size or colour?

Yes. Please email us at shop@fatwillyssurfshack.co.uk with your order number and the item you'd like to exchange it for.

Exchanges are subject to availability. We'll explain the return and replacement postage arrangements when you contact us.

Products & Sizing

How do I choose the right size?

We provide individual size guides for many of our products. You'll find these linked on the relevant product pages.

If you're unsure about sizing, please contact us before ordering and we'll do our best to help.

Will an item be restocked if it's sold out?

Some products and colourways may be restocked, while others may be limited or seasonal. If you're interested in a sold-out item, feel free to contact us and we'll let you know if we expect it to return.

Store Information

Where is Fat Willy's Surf Shack located?

You can find our shop at:

Fat Willy's Surf Shack
4 Fore Street
Newquay
Cornwall
TR7 1LN

Can I return an online order to the shop?

Please contact us before bringing an online order into the store so we can advise you on the correct returns process.

Are all Fat Willy's stores part of the same business?

No. Other shops operating under the Fat Willy's name are independently operated. Our website policies and customer service apply to purchases made through fatwillyssurfshack.co.uk and purchases at our 4 Fore Street store.

Still Need Help?

If your question hasn't been answered, we'd love to hear from you.

Email: shop@fatwillyssurfshack.co.uk

We'll do our best to get back to you as soon as possible.