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Customer Service


Top Questions

Will the Royal Mail industrial action affect my delivery/refund?

We have been working with Royal Mail to ensure minimal disruption to all of our customers with regard to deliveries and refunds.

Unfortunately, there is likely to be ongoing disruption to our services due to the Royal Mail industrial action that took place throughout December.

Will my delivery be affected?

To minimise delays to our customers receiving their orders, we have arranged the following with our local Royal Mail depot here in Cornwall:

  • An additional 9pm collection on weekdays before each industrial action.
  • An additional collection the day after each industrial action.
  • For products being shipped from our Seasalt Shops, we are working with Royal Mail to see if we can have collections over the weekends.

Whilst we have done everything we can to minimise the impact to our customers, we ask that you allow at least 10 working days for your Royal Mail tracking to update and an extra 3 working days for delivery before contacting our Customer Services Team. Please note – You may receive your order in multiple parcels so if an product is missing please give it a couple of extra days.

Will my refund be affected?

Unfortunately, all Post Office collections will be affected by the Royal Mail industrial action.

Where you have used the UK Returns Portal you may see a slightly longer delay in receiving your email that notifies you that your refund is on its way. However, this should only be delayed by a day or so and your money should be with you in 3–5 working days from the date of the email. 

Where you return your products to a Shop the process should remain unchanged. Our colleagues will let you know if there are any delays.

If an alternative returns method has been used there may be an additional delay. Please allow 10 working days for your refund to be processed but we will do our best to return your money as quickly as we can.

Before contacting our Customer Service Team please check your account as you may have received your refund and the emails relating to it have gone into your spam or junk.

We are here to help, so if you need us please pop over to our Chat option for a quick response.

Where is my order?

To check the whereabouts of your items, log into your account to view the most up-to-date information about your order. Please be aware that you will need to have been logged into your account and/or have registered for an account when placing your order for it to be visible here.

You should also receive an email update once your order has been dispatched.

If your order has not been delivered within 5-7 working days, please contact our Customer Service team.

How do I return my order?

For online orders:

If you placed your order online, the easiest way to arrange a return is via our returns portal. To create your free return, follow the below instructions:

  1. Visit our UK returns portal. You’ll need the order number, which starts with either 'M', 'A' or 'D' and is followed by an 8-digit number, along with the email address you used when placing your order.
  2. Select the items you want to return by clicking on them and selecting the reason you’re making a return.
  3. Decide how you would like to make your return. You can choose between a unique QR code to present at the Post Office on your mobile phone or a pre-paid shipping label which you will need to print at home.  
  4. Then simply review and submit your return details.
  5. We’ll email you your unique QR code or pre-paid shipping label. For pre-paid shipping labels, please print and attach the label to your return.
  6. Drop your parcel off at your chosen post office location and they will scan your QR code or the barcode on your pre-paid shipping label.
  7. Online orders will be refunded within 2-5 working days. Items ordered from our shops will be refunded within 5-7 working days.

If you want to return items from multiple orders, you’ll need to log these separately. If you are sending items from the same order in multiple packages, please ensure you process each item separately so you are issued individual labels or QR codes for each parcel.

 If you need any further help, please follow the link and watch our ‘how to return’ video.

Alternatively, you can return your online order to any of our Seasalt shops. You will just need to present your order confirmation or quote your order number.

For purchases made in a Seasalt shop: 

If you purchased your item in a Seasalt shop, you can return it to any Seasalt shop. Please ensure you take your receipt with you.

If you're unable to return to a Seasalt shop, you can post the item back to us for a refund. To do this, please contact our Customer Service team who will help arrange your return.

Please ensure that you retain proof of postage/returns tracking details, so that in the unlikely event that your return is lost we can investigate it with Royal Mail.

I haven't received my refund yet

If you have returned your online order using our free returns portal, your refund will be triggered as soon as your parcel is scanned by the post office. Please be aware that the funds may take 3-5 days to show in your account, or 5-7 days for items ordered from a Seasalt shop.

If you have chosen to return your order via any other method, please allow up to 14 days for your refund to be processed and received.

How can we help?

Placing an Order

Where can I use my Seasalt gift card?

Seasalt gift cards can be redeemed on purchases made in the UK and Channel Islands in our Seasalt shops, via our website or by placing an order over the phone with one of our Customer Service Advisors.

Seasalt gift cards are available for purchase in UK currency (£) only and you can opt to receive a digital or physical gift card.

You can check the value remaining on your Seasalt gift card here.

My promotional code isn’t working

In the unfortunate event that your promotional code is not working, we recommend you check the offer expiry date as well as the Terms and Conditions of the code.

In most cases, our offers cannot be used in conjunction with other offers or discounts.

Please be aware that we are unable to honour any codes or offers found on unaffiliated 3rd party websites.

Do you have any promotional or discount codes I can use?

To be the first to know about our latest offers and promotions, sign up to Seasalt Friends. We'll also send you a treat on your birthday!

Please be aware that we are unable to honour any codes or offers found on unaffiliated 3rd party websites.

I’m having trouble making a payment

If you are unable to complete your payment when trying to place an order on our site, please check that you are entering your payment details exactly as they are shown on your debit or credit card. 

If your card has been unexpectedly declined, we would advise you to contact your card issuer for clarification.

If you are still unable to place an order, please contact our Customer Service team.

Does adding an item to my bag reserve it?

At this current time, we unfortunately do not have this function available. To ensure you do not miss out, please complete your purchase to reserve an item.

What is Apple Pay and how do I use it?

Apple Pay is a fast and easy alternative to cards. You can use Apple Pay for Seasalt UK online orders placed in Safari on your iPhone, iPad or Mac. Tap the Apple Pay button or choose Apple Pay as your payment method at checkout. Add or select your details and then confirm the payment. When your payment is successful, you'll see ‘Done’ and a tick on the screen. More questions? Please see Apple’s FAQs.

Apple Pay uses security features built in to the hardware and software of your device to help protect your transactions and Face ID, Touch ID or your passcode are required for purchases. Please see Apple’s Security and Privacy Overview for more information.

If returned, refunds will be made to the card you used via Apple Pay to pay for your order.

What is PayPal Pay in 3 and how do I use it?

PayPal Pay in 3 is an interest-free loan that lets you split your Seasalt order into 3 payments, with the first due at time of purchase, followed by 2 subsequent payments due on the same date each month after. You will be prompted to sign in to your PayPal account when completing the checkout process. 

You can use PayPal Pay in 3 for online orders with a payment value between £30 - £2000. PayPal's automated process will assess your financial position using a combination of the information you provide within your application, and information about your usage and history with PayPal. 

Visit the PayPal website for further information. 

What is Klarna and how do I use it?

Klarna is a leading payment service that lets you either split the cost of your order into 3 interest-free payments (Pay Over Time) or pay in full up to 30 days after placing your order (Pay Later).

You can use the Pay Over Time service for online orders with a payment value between £35 - £1000. Pay Later can be used for online orders with a payment value between £1 - £600. 

You can check the status of your payments and refunds by logging into your Klarna Account.

Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. T&Cs apply.

Visit Klarna's website for further information.

What payment types do you accept?

On our UK site, we accept the following payment methods:

  • Visa
  • Visa Electron
  • Mastercard
  • Maestro
  • Amex
  • PayPal (including Pay in 3)
  • Klarna (Pay Over Time & Pay Later).

My Order

Where is my order?

To check the whereabouts of your items, log into your account to view the most up-to-date information about your order. Please be aware that you will need to have been logged into your account and/or have registered for an account when placing your order for it to be visible here.

You should also receive an email update once your order has been dispatched. 

If your order has not been delivered within 5-7 working days, please contact our Customer Service team.

Can I cancel or make an amendment to my order?

Unfortunately, once an order is placed we are unable to cancel or make amendments to it. This includes changes to the size, colour, shipping address and/or payment method. This is due to the speed at which our automated preparation and shipping process works. 

However, we do offer a free returns service so you're welcome to return your unwanted item(s) to us free of charge.

There is an item missing from my order

If you are missing an item from your order, we advise you to check your dispatch email(s) and/or log into your account to check the status of your order. Please be aware that you will need to have been logged into your account and/or have registered for an account when placing your order for it to be visible here.

Items can be shipped from multiple locations, so they may arrive at different times.

If your order has been dispatched and all expected shipments have arrived but you are still missing part of your order, please contact our Customer Service team.

I've placed an order but forgot to apply my discount code

Unfortunately, if you didn't use your promotional code we are unable to add it retrospectively.

I've received the wrong item or an item in the incorrect size or colour

If you have received an item you didn't order or an item in the incorrect size or colour, please contact our Customer Service team. Please include the following details:

  • Order number
  • Name of the item you expected
  • Image of the item you received
  • Image of the tag attached to the item you received.

Why have Seasalt cancelled my order?

On occasion, we might find that the item you ordered is no longer available. In the rare occurrence that this happens, we will unfortunately have to cancel your order and issue a full refund. Your refund will show in your bank account or be issued back to your gift card within 7 working days.

 You will receive an email notification with details of the cancellation.

Delivery

Has my order been dispatched yet?

To check if your order has been dispatched, log into your account to check the status. Please be aware that you will need to have been logged into your account and/or have registered for an account when placing your order for it to be visible here. You should also receive an update via email once your order has been dispatched.

If 5 days have passed and your order has not been dispatched, please contact our Customer Service team.

Can I track my delivery?

All orders will be sent using a trackable service. Once your order is shipped, you will receive an email with your tracking link. Please note that if you order multiple items, these may be shipped from different locations.

Will my order arrive in more than one parcel?

To give you as much choice as possible, we make online stock available from both our distribution centre and our shops. This means that if you order more than one item, they could be dispatched from different locations and therefore arrive at different times. 

You can log into your account to check the status of the items you have ordered. Please be aware that you will need to have been logged into your account and/or have registered for an account when placing your order for it to be visible here.

You will also receive dispatch notifications with tracking for each individual parcel.

What delivery options do I have and how long will it take?

We have 2 delivery options available for orders being shipped within the UK and Channel Islands. 

Standard delivery will take between 3-5 working days and will be shipped via Royal Mail's tracked service.

Next Day delivery is available for orders placed by 2pm on Monday - Friday and will be shipped via DPD. Please note, this service is available in the UK only.

I haven't received my parcel but it is marked it as 'delivered'?

On occasion, our partners at Royal Mail may mark an order as delivered incorrectly. In most cases, your parcel will be delivered to your chosen address very shortly. 

If you’ve waited more than 10 days from our dispatch notification and your parcel still hasn’t arrived, please contact our Customer Service team.

Returns, Refunds & Exchanges

How do I return my order?

For online orders: 

If you placed your order online, the easiest way to arrange a return is via our returns portal. To create your free return, follow the below instructions:

  1. Visit our  UK returns portal. You’ll need the order number, which starts with either 'M', 'A' or 'D' and is followed by an 8-digit number, along with the email address you used when placing your order.
  2. Select the items you want to return by clicking on them and selecting the reason you’re making a return.
  3. Decide how you would like to make your return. You can choose between a unique QR code to present at the Post Office on your mobile phone or a pre-paid shipping label which you will need to print at home.  
  4. Then simply review and submit your return details.
  5. We’ll email you your unique QR code or pre-paid shipping label. For pre-paid shipping labels, please print and attach the label to your return.
  6. Drop your parcel off at your chosen post office location and they will scan your QR code or the barcode on your pre-paid shipping label.
  7. Online orders will be refunded within 2-5 working days. Items ordered from our shops will be refunded within 5-7 working days.

If you want to return items from multiple orders, you’ll need to log these separately. If you are sending items from the same order in multiple packages, please ensure you process each item separately so you are issued individual labels or QR codes for each parcel. 

If you need any further help, please follow the link and watch our ‘How to return’ video

Alternatively, you can return your online order to any of our Seasalt shops. You will just need to present your order confirmation or quote your order number.

For purchases made in a Seasalt shop: 

If you purchased your item in a Seasalt shop, you can return it to any Seasalt shop. Please ensure you take your receipt with you.

If you're unable to return to a Seasalt shop, you can post the item back to us for a refund. To do this, please contact our Customer Service team who will help arrange your return.

Please ensure that you retain proof of postage/returns tracking details, so that in the unlikely event that your return is lost we can investigate it with Royal Mail.

I've tried to use your returns portal and it's not working

If you encounter any issues when using the returns portal, please ensure the following details have been entered correctly:

  • Your order number, which starts with either M or A and is followed by an 8-digit number
  • The email address you used to place your order. (If you think there might have been a typo in your email address when you placed your order, you will need to replicate that.)

Once your order has been located in our portal, you need to select the item you wish to return, pick the reason for return, and then select 'next'.

If you are still experiencing issues, please contact our Customer Service team.

I haven't received my refund yet 

If you have returned your online order using our free returns portal, your refund will be triggered as soon as your parcel is scanned by the post office. Please be aware that the funds may take 3-5 days to show in your account, or 5-7 days for items ordered from a Seasalt shop.

If you have chosen to return your order via any other method, please allow up to 14 days for your refund to be processed and received.

Can I exchange an item I purchased online? 

Unfortunately, we are unable to exchange any orders by post. You'll need to return the unwanted item for a refund using our free returns process and then place a new order online.

Exchanges can be offered in our shops, subject to stock availability. You’ll need to take your receipt and/or order confirmation with you. 

I've received a faulty item

In the unlikely scenario that you receive a faulty item, please contact our Customer Service team for help. Please include the following information:

  • Order number (beginning with M or A)
  • The name of the faulty item
  • A picture of the fault
  • A description of the fault.

My refund is incorrect

In the unlikely event that you have not received the correct refund value, please contact our Customer Service team with your order number. They will be able to investigate and rectify any discrepancies.

How do I return an item I purchased in a Seasalt shop?

You can return items purchased in our shops to any Seasalt shop. Please make sure you have your receipt to hand when you visit.

If you are not near one of our shops but still need to make a return, please contact our Customer Service team.

How long will my refund take to be processed?

For returns made using our free returns portal, your refund will take approximately 3-5 days to show in your account. 

For returns made to a Seasalt Shop, please allow between 5-7 days to receive your refund.

If you have chosen to return your order via any other method, please allow up to 14 days for your refund to be processed and received.

I have requested a return via your portal and no longer wish to return the item

If you have requested a return via our portal but no longer wish to return your item(s), you don't need to do anything. Your return will only be activated once you drop your parcel off at the post office.

I'd like to return a Seasalt item I purchased from another retailer or market place

If you want to return an item you purchased from one of our partner stockists or market places, you will need to return it to them directly.

Product

Where can I find sizing information?

You can find size and fit information for each product by clicking on 'size guide'. You can also use our Fit Finder tool to help find the right size for you.

The product I want is out of stock online, will you be getting more in?

Unfortunately, if an item is not available on our site we are unlikely to restock it. However, it's worth checking our site regularly as we do sometimes receive returns which will be made available for sale on our website. Some of our key pieces will return each season in new colours and/or prints.

I'd like to wash/reproof my Seasalt RAIN® coat, is this possible?

To clean your Seasalt RAIN® coat, put it in the machine at 30˚C with Nikwax Tech Wash® then leave to dry naturally. Every few washes, follow this with another cycle using Nikwax TX Direct® to reproof the waterproof fabric. You can purchase both of these products on our website.

What are the technical specifications for your Seasalt RAIN® range?

To learn more about the technical specifications of our Rain products, head over to our raincoat buying guide.

What is Fit Finder and why does it need my personal details?

Fit Finder (controlled by Snap Inc) is an optional sizing tool to help suggest the right size and fit for you. It uses your personal details to help find your size and style as well as displaying more relevant advertisements. For more information please see Snap Inc’s Privacy Policy.

How can I care for my garments?

Always follow the wash and care instructions on the label inside your garment. For more information about caring for knits, visit our knitwear care guide.

Anything Else?

What is the Seasalt Shop Loyalty Card and how does it work?

Our loyalty scheme is available in our UK shops, here's how it works:

  1. Pick up your card in any UK Seasalt shop.
  2. Sign up to receive your first stamp for free.
  3. Earn 1 stamp for every £50 you spend in one transaction.
  4. When you’ve collected 5 stamps, we’ll give you a £20 Gift Card.

 To read more about our loyalty scheme, visit our website.

Where can I use my Seasalt Shop Loyalty Card?

You can use your Seasalt Loyalty Card in any of our UK shops and when purchasing online.

If you placed an order online, bring your order confirmation email into a Seasalt shop and we’ll issue you your stamp(s). If you are unable to visit a shop, please contact our Customer Service team.

Stamps can be claimed within 28 days of any transaction.

Can I claim stamps on previous purchases?

We’ll give you stamps for anything purchased up to a month before you got your loyalty card. Once you have your loyalty card, stamps can be claimed within 28 days of any transaction. Simply bring your order confirmation email/receipt into any Seasalt shop (UK only) to claim your stamps.

If you're unable to visit a Seasalt shop, please contact our Customer Service team.

How do I unsubscribe or resubscribe to Seasalt marketing?

You can unsubscribe from receiving Seasalt emails by clicking on the link at the bottom of any email from us. If you no longer wish to receive paper catalogues through the post, please contact our Customer Service team with your postcode. 

Should you wish to resubscribe, please sign up to Seasalt Friends.

What does sustainability mean to Seasalt?

Our goals have always been simple: to craft beautiful clothing that inspires and endures, share our love of Cornwall and reduce the impact of our business on the environment.

Our sustainability strategy is structured around four pillars. They are Product, Environment, Innovation and Community. We have a dedicated Sustainability Team that develops and leads the sustainability strategy. They also advise and support departments across the business to make sure we continuously deliver on our environmental and social commitments.

Read more about sustainability at Seasalt here.

How does Seasalt support charities?

Seasalt actively supports charities that make a difference, both nationally and closer to home. We make donations from the sale of designated products within our collections and have committed to donating £1 million to our charity partners by the end of 2025.

In addition to providing charities with financial support, we love to share our time and skills through our volunteering programme and have committed to giving 20,000 volunteering hours by the end of 2025.

Read more about our community commitments here.

What is the Make Your Mark embroidery service?

Our Make Your Mark embroidery service enables you to customise our signature Sailor Stripes and make them your own. You can choose from a range of colours, fonts and unique Seasalt motifs, illustrated by our creative design team. We are currently offering this service in selected shops only.

I’m a journalist/influencer/press and would like more information

If you are a journalist or influncer and are interested in working with us or featuring our items in your publication, please send your query to press@seasaltcornwall.com.

If you work for the press and would like access to images, samples or more information please contact Task PR at seasalt@taskpr.com

Payments

My Order

Out of Stock

Waterproof RAIN® Garments

Gift Cards

Promotions & Discounts

Private Shopping Appointments

Seasalt Shop Loyalty Card

Press

Product Recall

Make Your Mark Embroidery Personalisation

Synergy Partnership

Still Stuck?


Get in touch with our Customer Service team.

We are very sorry but our customer service phone lines will be closed until Monday 7th November whilst we train up additional members of our team. If you need any support or advice about an existing order or refund, our team will be available through our live chat service or by emailing us on contactus@seasaltcornwall.co.uk.

If you would like to place an order via the phone, please send us an email detailing the item, colour and size you would like, along with your phone number and one of our team will call you back.

Our team will endeavour to respond to any requests as quickly as possible.

Please do accept our sincerest apologies for the inconvenience and rest assured that we will be back up to full speed very soon.

We apologise that our Customer Service phone lines will be closed on Saturday 8th and Sunday 9th October. If you need any support or advice, you can contact us by using our live chat service on our website or by emailing us on contactus@seasaltcornwall.co.uk. If you would prefer to speak to us, our phone lines will be back open on Monday 10th October.

Unfortunately we currently have a technical issue with our phones. Please contact us using our live chat service. We are working to get this fixed as soon as possible. Please accept our apologies for any inconvenience caused.

Opening Hours (UK - GMT)

Monday - Friday 9am - 6pm
Saturday 9am - 5pm
Sunday 10am - 4pm
Bank Holidays 10am - 4pm

Christmas Opening Hours (UK - GMT)

Saturday 23rd December 9am - 5pm
Christmas Eve 10am - 4pm
Christmas Day Closed
Boxing Day 10am - 4pm
New Years Eve 10am - 4pm
New Years Day 10am - 4pm

Our team are here to help you throughout the festive period. However, please note that we'll be closed on Christmas day and our phone lines will be closed on Boxing day. We'll still be available on Boxing day through our live chat service or by emailing contactus@seasaltcornwall.co.uk.