Welcome to exstores.com - ordering with us is totally safe, secure and fully guaranteed.

We have done our utmost to ensure that our site and ordering process is as quick and easy as possible. We've also put some useful info together to help you - just click on any of the help topics below for full details:

• Registering with exstores.com
• About Your Account
• The Ordering Process & Payment
• Delivery & Delivery Charges
• Exchanges and Refunds
• Order Cancellation
• Price Match
• Product Reviews
• Promotional & Discount Codes
• Student Discount
• Gift Vouchers
• Secure Shopping and Fraud Policy
• Privacy Policy and Data Protection
• Complaints/Congratulations!
• The Legal Bit
• Nixon watch repairs & Nixon watch battery replacement

If you have any questions not answered here or would like to contact one of our customer service team, please email us at customerservices@exstores.com or phone 08707 555 333. For your info, our office is open Mon-Fri, 9:00am-5:00pm.

The Ordering Process & Payment

There are two ways to order.

The easiest way is through the shopping basket on this web site, it is totally secure and very easy to use.

We accept the following credit cards Master Card, Visa, Visa Electron, Delta, Switch, Maestro, Solo and JCB.

We no longer accept Splash Plastic, American Express, cheque or postal orders as a method of payment.

The second way is to phone your order through to us, if you are in the UK call us on 08707 555 333, if you are phoning from outside the UK call 44 (0) 1425 483810. But please be aware that some of our special offers and promotions are available online only.

Check our contact page  for our address and other details.

Special Orders

If you are placing a special order i.e. ordering a custom surfboard, your order will be made specifically for you, just the way you want it, in accordance with the instructions and specifications you have given us. Before going ahead with the order, we will ask you to check over all the details to make sure you are happy and it is your responsibility to check that all details are correct. We do require payment in full at the time the order is taken and we are unable to provide refunds or exchanges on special orders, unless we have not fulfilled the order as it was requested. (Please note that delivery costs for surfboards and other special orders are generally different to our standard costs, due to their bulky nature.)

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Student Discount

We offer a 10% discount to all students that hold a valid academic / school email address i.e. email addresses that end in ac.uk or sch.uk

To obtain your discount code, please visit the student discount page, your student discount cannot be used in-conjunction with any other promotional code and you must have access to your academic / school email account in order to retrieve your code.

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Promotional Codes & Discount

We will occasionally supply promotional or discount codes via newsletters or on the site, these will only apply to orders placed online and you will need to enter the code at the basket stage of the checkout in order to receive your discount.

Regrettably we cannot supply these discounts retrospectively, so if you want the reduction you need to enter the code at the checkout, if you don't enter the code you don't get the reduction.

Only one promotional code can be used per transaction.

Some promotional codes are specific to certain products, if you mis-use a promotional code then we reserve the right to charge you for the value of the discount that you have claimed and this will appear as a separate item on your statement.

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Gift Vouchers

Our gift vouchers are available in £5, £10,£25 & £50 denominations and are only redeemable online and they are valid for one year from date of purchase. Vouchers can be used as payment towards the full value of an order, over payments on gift vouchers are not allowed and over payment amounts will not be refunded.

Promotional codes cannot be used to purchase gift vouchers.

More than one voucher can be used towards the payment of an order.

Gift vouchers cannot be used as a payment method for gift vouchers.

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Product Reviews

Let us know what you think about the products on the site, for every review we use you will receive a credit, get 10 credits and we'll send you a £5 gift voucher. Your gift voucher will be valid for 3 months and can be used in payment towards an order.

It usually takes 3-4 working days before product reviews appear on the site ( if they are approved ), you will need to create an account in order to submit a review. There is no limit to the number of reviews you can submit.

Checkout the guidelines for submitting a product review.

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Price Match

We strive to bring you the most competitive prices on your Surf / Skate / Snow gear; so if you find the same product for a lower price (in the same size, colour and specification) we will be happy to refund the difference.

The product must be in stock with our competitor when the Price Match is registered. Our Match is offered to you on the following basis. We will match from Mail Order to Mail Order, and Internet to Internet. We will not match from Internet to Mail Order. The Price Match will be based on the retail price of the item plus the delivery cost. Our Price Pledge is for the period of 21 days from purchase.

Price Match will not apply to reduced , sale or discounted items. For matches outside of UK territorial waters the following additional criteria will be used:- The Thomas Cook tourist rate is used as a basis for currency exchange. The delivery charge applied will be based on charges we would make for foreign delivery. Plus local Duty and Taxes applicable at the time of the contract. We will adopt a fair strategy within the bounds of law as it directly relates to the importation of goods into the country.

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Registering with exstores.com

Our registered users and past customers can enjoy a quick, easy and safe shopping experience, and an exclusive range of cool features and benefits. You do not have to register with us if you only wish to browse the store or add things to your basket - only if you decide to buy.

When you click on the Register tab, we'll ask you for your name, email address, a password and two contact phone numbers:

Your name, and surname - Please complete these fields with the details as requested.

E-mail address - This is important as it is used to log you in. Please complete this field carefully checking it is correct. We can also keep you updated with bargains, some exclusive to registered customers, and latest exstores.com news - if you would like to receive this info sign up for our newsletter.

Your daytime telephone and mobile telephone numbers - Required so we can quickly contact you in the event of a query with your order -if you only have a mobile number, please enter this in both boxes.

Password - You will also be prompted to create a password, this should be between six and 12 characters and something you can easily remember, but that is not too obvious!

You will then need to confirm this password in the field below.

Nice and easy - you'll now be set up as a Registered User!

You'll then be taken through to an "edit your details" screen, where you can add in your address/delivery information at any time.

Account address - This address should be the address to which your selected payment card is registered. i.e. where you receive your bank or credit card statements. You can set up separate delivery addresses clicking the delivery addresses button on the menu.

Delivery addresses - Please enter a delivery address. If you want the order delivered to you work address please make sure you enter the company name and department to make sure your order gets to you.

Once you have purchased from us, every repeat visit will mean quick and easy ordering. You will not have to input a billing or shipping address once you have logged on, providing you have already created this information - only if you want to change it!

Payment details - You will need to enter your card details with every order you place for your own security we do not store these details.

Updating your details - If any of the information that you have provided to exstores.com changes (for example if you change your e-mail address) then do let us know. If you are already a registered user, then just log-in to "your account" and make the changes and this will automatically update our records. If you are not yet a registered user, then please give us the correct new details by sending an e-mail to info@exstores.com - if you are changing your email address, don't forget to give us your old email address too!

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About Your Account

When you have registered or have ordered from exstores.com an account will have been created for you. This account offers several benefits

Personal Details - You can change this area as required.

Password Settings - We recommend you change your password frequently - to do this, complete the boxes as required.

Addresses - With exstores.com you can add additional addresses to your delivery address book - great if you want parcels sent to either home or work and also making it easy to send presents too!

You can access your account here , from your account you can see past order and their status.

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Delivery

exstores.com will try to despatch your order within one working day of it being placed subject to stock levels. If there is going to be a delay for any reason we will contact you. All quoted delivery times are based on standard working days i.e. Mon - Fri. Items can be delivered on our next working day or two working day (48 hour) service as long as they are ordered before 14:00 hours (Mon - Fri).

Orders placed before 2pm will be dispatched on that working day, orders placed after 2pm will be dispatched on the next working day.

The delivery tariffs are as follows:

* Please note we cannot accept next day or two day (48 hour) deliveries to the Channel Islands and the following postcodes :

IM - Isle Of Man, BT - Belfast, IV - Inverness, PH - Inverness, PA - Renfrewshire, KY - Kirkcaldy, KW - Orkney Isles. TR20,21,22,23 - Truro, HS - Isle Of Lewis, ZE - shetland

All next day or two day orders to these postcodes will be amended to the Standard postage option. Please ensure you select the correct delivery option when ordering.

Deliveries over 2Kg to the above postcodes and Channel Islands may incur further postal charges but we will contact you before processing your order.

The standard post option usually takes 3-5 working days (Mon - Fri), the service we use is Royal Mail second class recorded. If you live in a far away location in the UK please allow an extra couple of days for delivery. At busy times like Xmas, the postal system can take a little longer, so bear this in mind when selecting your delivery service. We use Royal Mail and Parcel Force for our UK deliveries and a signature will be required upon delivery ( with the exception of the UK - Light service).

All next day and two orders will be delivered by Parcel Force, a signature will be required upon delivery and the carrier can deliver up to 7:30pm, fixed delivery times cannot be provided. If you provide an email address at the point of ordering you will receive a message at the time of despatch which will contain online tracking information.

International deliveries are done via the Royal Mail or Parcel Force euro48. The charge varies according to the weight of the parcel and its destination country. A typical price for a pair of shoes and a sweatshirt to a guy in Germany would be £10.00. For further information, or for deliveries outside Europe please contact us before you place your order.

Extreme Innovations Ltd reserve the right to amend orders placed with incorrect delivery options without notice.

Please call on 08707 555 333 if you wish to purchase items in bulk. We categorise a bulk purchase as more than 2 items of the same style on the same order. The Free postage offer and other promotional codes do not apply to bulk purchase orders.

For delivery enquiries please call 08707 555 333 or e-mail orders@exstores.com

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Exchanges and Refunds

We endeavor to supply only the highest quality product and believe you will be delighted with your product from exstores.com. However, for your extra peace of mind all purchases are covered by our 14 day exchange or refund promise. So, if you are unhappy with the product in any way it can be returned to us following the steps outlined below. We aim to keep the process as simple as possible.

If you return the product in its original condition including tags & packaging, we will refund you any money that you have paid us for that product, or provide with you with a same cost alternative if required. The original postage cost is not refundable under normal circumstances. If you return an item to us that is faulty, which you did not order, or for any other reason that is our fault, we will also pay for the cost of the return postage ( up to a maximum of £3.50). If this happens, please contact us first and we will let you know how you should send the item to us.

To return an item please go to http://www.exstores.com/returns  follow the instructions and you will be issued with a returns authorisation number. The returns authorisation number must be clearly marked on the outside of the package sent back to us.  You can return your order in its original condition, to the address below, within 14 days of the date on your invoice. You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery.

If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for £20.00') you will be refunded the full price of that item less the total discount given in the offer, this may result in an additional or further charge being made to the card originally used. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value. For combination purchases ("buy one, get one free" or "get the lowest priced item free"), you must return any free items or gifts back for us to process a refund.

If you return an item that is not in its original condition or the tags have been removed we reserve the right to either refuse a refund or levy a charge of 20% of the original purchase price.

We reserve the right to levy a re-stocking fee of 20% of the original purchase price on any items returned without an returns authorisation number.

All items being returned should be placed in a protective bag; just recycle the bag we originally sent the goods out to you in. Items not sent back in a protective bag ( i.e. footwear ) will be refunded the original selling price less 20% to take account of the item no longer being in its original condition.

exstores.com Returns
Unit 11, Crow Arch Lane Industrial Estate
Crow Arch Lane
Ringwood
Hampshire
BH24 1PD
United Kingdom

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Order Cancellation

If you place an order with us it can be cancelled at any point prior to dispatch, to cancel the order you must call us on 08707 555 333.

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Secure Shopping

As soon as you enter the order process, every bit of information that is transferred between you and us is encrypted using SSL encryption. Even if data could be intercepted over the Internet it would be useless.

When you enter a secure area of our site, on your browser you will notice a picture of a small padlock - this normally appears right at the bottom of the screen. To double check this, you can right click on the page and select 'properties' or 'view frame info' from the list which will tell you whether you are secure or not. Also look out for the sign of a secure web page, which can be identified by the URL (the web site address). A standard page will begin with 'http://'. A secure web page will begin with the URL 'https://' denoting that the merchant is using a secure server for the transaction of data.

All credit card details are encrypted using Thawte 40bit - 128bit SSL (Secure Sockets Layer) Software. When you establish a secure connection, the downloaded web site sends a digital certificate to your web browser. When the certificate arrives, it contains a public key, which functions as a one-way encryption device. The browser then uses this key to scramble your personal data (Credit Card Information) before sending it over the Internet. Information encrypted with the public key cannot be decrypted without the corresponding private key, which only the merchant has. Without this exclusive, private key, your personal information cannot be read

Thawte provides our SSL certificate ( www.thawte.com). Thawte is a global provider of digital certificate solutions that provide Internet users with peace of mind when sending information to web sites, sending emails, and downloading computer code over the Internet. You can click on the Thawte padlock below to see details of our SSL certificate.

It is a crime to purchase products with a false name or with the use of an invalid credit card. (An invalid credit card is one that is created for the sole purpose of purchasing items illegally or using a credit card or its information, via theft or unauthorized use.) It is also illegal to misuse the charge back process to take advantage of merchants. If you are a victim of fraud or if you are a perpetrator, be aware that exstores.com will actively pursue and prosecute fraud offenders to the fullest extent of the law.

We take the protection of your personal data very seriously and this is why our site is certified Hacker Safe. Hacker Safe sites are tested and certified daily to pass the FBI's Twenty Most Critical Internet Security Vulnerabilities Test and all security guidelines of the National Infrastructure Protection Center (NIPC).

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Privacy Policy and Data Protection

exstores.com is totally committed to protecting the privacy of our site visitors and customers. exstores.com is owned and operated by Extreme Innovations Ltd (part of the Extreme Group). We will not disclose information about our customers to third parties except where it is a necessary part of providing a service to you - e.g. arranging for a product to be sent to you. exstores.com is registered on the Data protection register.

We will not rent or sell your name, address, e-mail address, credit card information or personal information to any third party (excluding partners from whom you may have linked to our site) without your permission.

If you have signed up for our e-mail newsletter, you have three choices to select from, this way we can make sure you will only receive the level of information you have specifically requested.

Level 1 - You will only receive information from exstores.com

Level 2 - You will additionally receive information from Extreme Group companies for example about action sports events and channel promotions

Level 3 - You will additionally receive information from third parties we carefully select who may have items of interest to you. For example this could include notification of events sponsored by our suppliers or other companies in our sector

We will not rent or sell your personal information, other than as part of a sale of the whole or a substantial part of the assets of  Extreme Innovations Ltd, without ensuring that suitable arrangements are in place to protect your privacy (unless required to do so by law).

We may analyse user data to decide which users to include in any promotional campaigns we may run. We may also use aggregate information and statistics for the purposes of monitoring Web site usage in order to help us develop the Web site and our service and may provide such aggregate information to third parties. From time to time we may provide your information to our customer service agencies for research and analysis purposes so that we can monitor and improve the services we provide.

Updating your details

If any of the information that you have provided to exstores.com changes (for example if you change your e-mail address) do let us know. If you are already a registered user, then just log-in to "your account" and make the changes and this will automatically update our records. If you are not yet a registered user, then please give us the correct new details by sending an e-mail to info@exstores.com - if you are changing your email address, don't forget to give us your old email address too!

Your consent

By submitting your information you consent to the use of that information as set out in this policy. If we change our privacy policy we will post the changes on this page, and may place notices on other pages of the web site, so that you may be aware of the information we collect and how we use it. We will also e-mail you should we make any changes so that you may consent to our use of your information in that way. Continued use of the web site will signify that you agree to any such changes. Because the Internet infrastructure is global, the information you provide may be transferred to countries outside the European Economic Area ("EEA") that do not have similar data protection legislation during use as set out in this policy (for example, we may decide at a later date to host the exstores.com site on servers located outside the EEA). However, we have taken the steps outlined above help ensure the security of your information. Should we wish to transfer data for processing to a country outside the EEA we will ensure that suitable arrangements are in place and that your information is not misused.

If you have any questions about this privacy statement, the practices of this site, or your interactions with exstores.com you are welcome to contact our Customer Service representatives at:

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Complaints/Congratulations!

We welcome any comments about our service - we obviously love to hear that we are doing a great job (which we hopefully do most of the time!), but we also really need to hear if things occasionally do hit the fan. We depend on you to tell us how we can improve what we are doing - so, don't be backwards about coming forwards!

You may want to take a look at the feedback shown below and also the comments and feedback from the exstores.com point of sale surveys.

Our aim is to deal with any problems and difficulties quickly and fairly. If you have any comments about anything we do or you feel that your shopping experience was unsatisfactory. please contact us on customerservices@exstores.com, telephone us on 08707 555 333, or fax us on 0044 (0)1425 489697, or write to us at the address below.

Recent comments from customers:

"Service and delivery are always top notch. I have had a problem which is why I continue to shop at exstores.com"

S, Cardiff

Recent comments from customers:

"I would like to express my thanks for the excellent service I received on ordering my Reef Sandals. They arrived within 3 days and in perfect condition. I am not used to ordering goods online but you have given me the confidence to do this again. I have already recommended yourselves to friends and family. Alas, I have looked for another size 5 in the Reef Sandals at the sale price but have been unlucky."

Caron

"I would just like to comment on how wonderful your service was. I am a first time user of this site and placed an order yesterday (08.01.07) which has just arrived today (09.01.07). I am delighted with the product and would be extremely pleased to recommend you to any of my friends and family. Thank you so much for delivering my item quickly as it is a 21st birthday present for my boyfriend! Once again i would like to commend you on your service..."

Kate

"Re: order number XXXXX / exchanged item. Thank you for exchanging my order for a different size. The service was excellent, with no hassle and a quick delivery time. Products are great, good price and top quality. many thanks"

Luke

"hello i would love to compliment you on your service, i thought it was excellent as i placed my order on wednesday (standard delivery) and it came on friday, that's speedy work. i love the site, will defiantly be coming back. Thank you"

Hannah

"I'm glad to see that at least one shop still has the ability to exercise excellent customer service and really is putting the customer first, as such I will be recommending you to my friends and will use your shop as much as possible."

Anthony, Glasgow

"thanks heaps. great stuff and for once a sensible delivery price."

Lisa, London

"Many thanks for your help today with my order, top service much appreciated !"

Mark, Isle of Man

"Very impressed with the service provided & the products"

Michelle, Dorset

"real painless experience, great..."

Ian, Cheshire

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The Legal Bit

Extreme Innovations Ltd trade as exstores.com
Registered in England Company Number 5863205
Registered Address :
Moore Green Chartered Accountants
22 Friars Street, Sudbury
Suffolk CO10 2AA

VAT no 822 7928 66

Under no circumstances should any orders be returned to this address.

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