Frequently Asked Questions

Ordering

 Which Payment methods can I use?

We currently accept the following payment methods: ShopPay, Google Pay, Apple Pay, Klarna, PayPal or via a credit or debit card

You can visit our Klarna Frequently asked Questions page here. 

*Please be aware that when using automated payment options such as Apple Pay your shipping address may updated depending on your personal settings.

 

Can I cancel/amend my order?

Due to the nature of our system, it is not possible to cancel an order once an order confirmation email has been sent.

If you have any issues or queries, please contact our customer service team at: customer.service@twoseasons.co.uk who can help with returns, refunds or any other inquiries

 

Why is there an error with my Zip Code?

For security reasons we verify your billing address against your payment methods registered address. Therefore, could you please ensure that these addresses match. You can then enter a separate delivery address which we will ship to. 

 

Security check

In some circumstances regarding larger orders or high value items, we may require further information from yourself to confirm the shipping address. If this is the case our customer service team will get in contact and provide further details.

 

Gift Cards & Promotional offers

 

How can I purchase with a gift card?

Our online gift cards will be sent to you via email. You will receive a code on this email; please enter the code before you checkout online to have the gift card amount deducted from your order total.

Our gift cards do have expiry dates. If you need any further details regarding your gift card expiry date, please contact our customer service team at: customer.service@twoseasons.co.uk as they will be happy to help.

 

How can I purchase with a promotional code?

Please enter your promotional code before you check out. When you go to your basket there will be a box in which you can enter a ‘Gift Card or Discount code’. Please enter your promotional code here.

If this has been successful, you will see the discount deducted from your order total before payment is completed.

 

Gift Cards purchased prior to the 3rd August 2020:

Two Seasons, formerly owned by Boardriders UK Ltd, went into administration during the summer of 2020. The brand and domain have been purchased by Two Seasons Holdings Ltd. This means that we are now a completely new company - unfortunately invalidating all store gift cards or any vouchers from before August 3rd 2020, as our records do not overlap with those of the old company.     

If you have a gift card from before 3rd August 2020, you may wish to contact Boardriders regarding this as they will have access to its details and would be responsible for issuing any refund/reimbursement. Boardriders customer service details are:  

Telephone number: 02380 210864  

Email address: BoardridersUKCustomerEnquiries@jamescowper.co.uk  

If you have a query about a Gift card purchased after the 3rd August 2020 then please get in touch with our customer service team at: customer.service@twoseasons.co.uk and we will be happy to assist you.

 

Do you offer student discount?

We do offer student discount. Please head to the Student Discount tab on the top left of our home page and register your email. Once verified a discount code will appear. You can enter this before you checkout to redeem 10% off your order! 

 

Delivery

Where do you ship?

Two Seasons ship exclusively to the UK. This does currently exclude the Channel Islands, Northern Ireland, the Scottish Highlands and the Isles of Scilly.

For further information regarding our shipping policy please click here.

 

When will my order be delivered?

Standard Delivery:

Two Seasons provide Standard delivery which means that it can take between 2-5 working days for your order to be delivered. All deliveries take place between 7.30am and 6pm Monday – Friday.

 

Working Days exclude Saturday, Sunday and Bank Holidays.

 

How do I track my order?

You will receive 2 emails once your order has been placed.

First you will receive an order confirmation email. This confirms that your order has been successful. 

Second, you will receive a dispatch email. This email confirms that your parcel has been dispatched from our warehouse, signalling that your order is on its way to your address. The dispatch email will contain a tracking number.

You can track the status of your parcel by copying the tracking number here. (Please note, it can take up to 24 hours for the tracking to activate).

 

I haven’t received my order.

We ask that you allow up to 5 working days for your parcel to be delivered. If you have not received your order by this point, could you please check the tracking information.

It may be that the driver was unable to locate your address, or your parcel could be at a local post office/neighbours address. If you have any questions regarding your Parcels delivery, please contact our customer service department as the team will be happy to liaise with Parcelforce on your behalf to ensure a safe delivery.

Covid-19 update - Due to the current Covid-19 Pandemic, drivers processes may be slightly different. Whilst all of our parcels require a signature on delivery, the Parcelforce driver will now sign to confirm delivery on the customers behalf in order to minimise contact.

 

Can I change my delivery address?

Due to the nature of our system, it is not possible to edit an order once your order confirmation email has been sent.

If your parcel has been dispatched from our warehouse you would need to contact Parcelforce directly regarding an address change. For any assistance with this, please contact our customer service team at: customer.service@twoseasons.co.uk who can help assist.

 

 

Returns & Refunds

How can I make a return?

We hope that you are happy with your purchase, but if you choose to return an item from an online order please return within 30 days of receipt for all items including sale. All items must be returned as sold, with your original proof of purchase. We are unable to exchange at this time, if an exchange is required, please return you item and place a new order. Please could you post any items that you wish to return back to us, in their original packaging and containing the invoice slip. Our returns address is: 

Two Seasons Holdings                                                                                   
3 Sovereign Court 
South Portway Close 
Round Spinney 
Northampton 
NN3 8RH

Please note that the delivery cost will not be refunded on returned items, and we are not responsible for the cost of the postage to return your goods.

We recommend that returns are sent via a tracked service and the returned items are the customers' responsibility until they are received back into our warehouse. We do recommend that customers hold onto their postage receipt until the refund has been issued.

*Please note, all in store purchases must be returned back via the store, not our warehouse. We hope to update our process soon to allow greater flexibility regarding returns, however this is currently not an option. We do apologise for any inconvenience.

 

I do not have access to a post office?

Royal Mail offer a collection service from your address, follow these online instructions to get your return back to us within 30 days of purchase: https://send.royalmail.com/collect/youritems

 

I no longer have my invoice, how can I make a return?

If you no longer have the paper invoice originally included with your order do not worry. Could you please ensure that you include a note with your return which states your name, the email used to place your order and your order number. This way your return can still be identified and the correct refund will be processed.

 

I purchased in store, can I return via post?

If you purchased in store but need to return via the post, please send our customer.service@twoseasons.co.uk team an email which states the items that you wish to return & include a photo of your receipt. Our customer service team will respond by providing you with a unique purchase order number which will be essential for your return to take place. Please then post your items back to our returns address, ensuring that you include a note which states your unique purchase order (provided by customer service), your name and your email address.

We advise that customers allow up to 2 weeks from the date of their return for the refund to show back into your account. You will not be notified of your refund if they didn’t provide their email at the till therefore if you have any concerns regarding the status of your refund please contact customer service with reference to their order number.

If your purchase was paid for via cash, we can only refund via store credit. 

 

How long will my refund take?

Once your return is delivered to our warehouse could you please allow up to 3 working days for this to be inspected and for the refund to subsequently be issued. Once your refund has been processed you will receive an email to confirm the amount. It can then take up to 5-10 working days for this refund to show back into your account. Please  that the time it takes for a refund, once issued, to show back into your account is entirely down to your bank/payment provider and not Two Seasons.

 

I think my item is faulty.

We are really sorry if you receive a faulty item, and we do want to resolve this straight away. 

As soon as you discover a fault, could you please contact our customer service team at:  customer.service@twoseasons.co.uk and include 1. Your order number and 2. Images and a description of the fault.

If necessary, we will then provide you with a free returns label. Please send this back to us to be assessed. All faulty goods will be inspected, and items found to not be faulty, or to be a result of wear and tear may not be refunded in full. If necessary, we may contact the manufacturers regarding a faulty item and follow their advice in order to resolve a claim.