FAQs

SNOOKS FAQs 

For any further questions please contact us via our contact page here… or if you’re not in a rush send us a carrier pigeon

GENERAL

  • How can I keep up with all the gossip?

We’re quite modern gals here, just fill in our contact form and you’ll be automatically subscribed to our regular newsletters, updates and offers!

www.snookswear.co.uk/contact-us

 

  • How do I contact Snooks?

We’d love to hear from you, we’re on all social media channels and you can also hit us up via the contact page on our website

https://snookswear.co.uk/contact-us

https://www.facebook.com/thesnooksgirls

https://twitter.com/thesnooksgirls

https://www.instagram.com/thesnooksgirls

 

  • I want to stock Snooks – who do I talk to?

Awesome! We’d love to chat – hit us up at hello@snookswear.co.uk and one of the team will be back in touch hella soon!

 

  • Where is my closest Snooks outlet?

We don’t currently have a bricks & mortar shop but catch us at nationwide events at snowdomes and dry slopes, we’ll be posting across social media where we’re going to be and when.  And of course, we’re online, so check out our goodies online.

 

  • Do you have any jobs going?

Unfortunately, we don’t have any vacancies at the minute but we’re always looking for rad humans to join the team. We’ll shortly be recruiting for 2018-19 Brand Ambassadors so if you think you’ve got what it takes, watch this space and check back regularly….

 

  • Your brand is sick – do you do a Menswear?

Sorry we don’t, nor do we plan to run a men’s line at any time!

 

  • But why not?

We’ve decided to focus on women’s specific clothing and gear for the adventurous woman that want’s the same from her gear that our male counterparts get currently, without comprising or having to shop in the men’s section to get the same spec products. However, we absolutely don’t want to exclude guys we’re not about that! Gents – how about something for those all-important women in your life? Alternatively, if you love our gear, get over the fact its women’s, just add it to your cart! We’ve been doing it for years with menswear…

ACCOUNT & ORDERS

 

  • What’s the advantage of subscribing/having an account?

As a Snooks subscriber you’ll be able to checkout quicker & easier; not only that you’ll be the first to hear about offers, exclusive discounts and new products. You’ll also receive regular hilarious updates by means of the Snooks newsletter.

 

  • I’ve forgotten my login details – help!

Contact us at hello@snookswear.co.uk and we will send you a link to reset your password.

 

  • I’ve ordered my Snooks items, but I don’t have a confirmation email?

Your order confirmation should be received within 24 hours of placing your order, please ensure to add us to your email contact list to prevent email going to junk folder, if you’ve still not received a confirmation after within 24 hrs please contact us at hello@snookswear.co.uk.

 

  • How can I find a specific product?

Online either visit our shop here or you can use the search function in the top left-hand corner to search by product name or type.

 

  • The Item I want is out of stock?

We may have surplus stock available so it’s always worth contacting us to check, email us on hello@snookswear.co.uk or via the contact form on our website to enquire.

 

  • Can I order over the phone?

We are not able to take orders or payments over the phone, but you can place orders online, if you have a debit or credit card, alternatively check back on our calendar regularly and come see us at one of the many events we’ll be attending nationwide and abroad.

 

RETURNS & EXCHANGES

 

  • How do I return/exchange my items?

Please contact us before sending your item back and we’ll provide our returns address. Once confirmed please repackage your unworn item, along with the order number, product code, item to return and reason for return.

Please note that all items returned to us must be in a resalable condition

Once received back you will receive a confirmation your item has been received and your exchange will be dispatched to the same address given or if you want a refund, this will be issued within 3-5 working days and refunded via your original payment method.

 

  • My items faulty/damaged – what do I do?

Please contact as soon as you receive your items with details and images of the damage/fault, we will then be able to review your request on a case by case basis and action a replacement/refund accordingly. If your packaging is damaged upon receiving it, please make us aware of this so we can also contact the courier.

 

  • My item is too big/small – can I exchange it?

Yes – Please repackage your unworn item in the packaging it was received in, please include a note with the order number, product code, item to return and the size you’d like to exchange for.

Please note that all items returned to us must be in a resalable condition for us to be able to exchange. Once received at our warehouse we’ll check your item and will dispatch your exchange item. You’ll receive new tracking information for your exchanged item also.

 

  • My item isn’t as expected – what do I do?

Please contact us to discuss any queries/concerns, we review each item on a case by case basis and will be happy to help you out.

 

  • How long do I have if I want to return/exchange my items?

Please contact us if you are not satisfied with your items for a refund or exchange within 30 days of purchase.

 

  • Can I get a refund for sale items?

Yes of course, providing items are unworn and in a resaleable condition the same returns policy applies to sale items as for full retail priced lines.

 

  • How long will it take to be refunded?

We aim to process your returns as quickly as possible, please allow up to 7 – 10 working days from us receiving your return for your refund to clear

 

  • I noticed you don’t offer free return postage?

We’d love to; but at this time, we are unable to offer our customers free return postage, if you need to return/exchange something we recommend sending it via a signed for or tracked service for peace of mind but at this time return costs are at the customers expense. If you are exchanging an item, your replacement item will be sent out at no extra cost.

 

3rd PARTY SELLERS

 

  • I’ve ordered some Snooks goodies from FREEZEPROSHOP/SURFDOME ETC, am I covered by the same returns/exchange policy?

Thanks for your purchase! If you have purchased from one of our partners and are after a refund/exchange, this will come from them directly, so you’ll need to contact them regarding their returns procedure.

 

DELIVERY & SHIPPING

 

  • My item has not arrived?

Thanks for letting us know, Items can take up to 7 days to arrive from the point of shipping. All goods are shipped via HiCargo, our fulfilment provider and delivered by UK tracked courier – after you place your order you will receive an email and text (if you’ve provided a mobile number) with your shipping confirmation, from this you can track your items for delivery. If there has been no dispatch update after 24 hours from purchase, please contact us on hello@snookswear.co.uk and we’ll investigate this further.

 

  • How much is delivery?

Shipping is £4.95 for delivery within the UK, however spend over £50 and we’ll ship your goodies for free. Standard delivery across the EU is £8.75. For international shipping please contact us prior to order and well be able to confirm costs on a case by case basis.

 

  • My delivery is missing/not arrived – what do I do?

Please allow between 3 – 7 days for your items to be delivered from the point of order. You will receive email confirmation confirming dispatch of your order; typically, within 48 hours of purchase.

 

  • Can I change my delivery address/amend my order after purchase?

We have a very limited time window between you placing your order and dispatch, typically less than 24 hours. Please contact us as soon as possible if you need to amend your address or order and we may be able to change this. If your items have already been dispatched, you’ll need to wait for their arrival and then exchange/refund any items required.

 

  • What if I’m not in to receive my delivery?

Your parcel will be delivered by a tracked and reputable UK courier, and you can monitor your item’s journey via your shipping confirmation email. If you suspect you won’t be in to receive your order, we suggest leaving delivery instructions for your driver. Alternatively, you can rearrange your delivery for a more convenient time by following the link in your shipping confirmation email where you can amend your delivery date/time

 

  • Do you deliver outside the UK?

We do indeed! Shipping to the EU is £8.75. If you’d like your item(s) dispatched elsewhere please contact us prior to purchase and we can provide you with a quote for shipping costs.

 

  • How can I track my parcel?

Upon dispatch our fulfilment service; HiCargo will email you to confirm your items have been dispatched, there will be a tracking link to follow your parcel also.

 

  • Do you offer express delivery?

At this time, we don’t offer express delivery however please leave a comment in the order notes box upon purchase and we will endeavour to ship your items as priority whenever possible.

 

  • My order never arrived.

If your order has not arrived within the estimated delivery period, it could be due to the following reasons:

  • The parcel carrier has experienced a delay. If this is the case your tracking information should display any updates and the new expected delivery date. Please refer to your confirmation email as the information to track your order will be included within it.
  • Your parcel has been left with a neighbour. (Was a delivery card left?)
  • Your parcel has been left in a safe place (if you requested this in the delivery notes)

If, however none of the above apply, please do not hesitate to contact us and we will investigate the delay for you. 

 

  • Do I have to pay Customs, Duties or Tariffs?

Shipments outside of Europe may be subject to tariffs, duties, value added tax (VAT), etc.

These costs are your responsibility
• They are not included in shipping charges
• The shipping company will charge Customs fees
• Contact your local Customs office for more information


Be aware that if you refuse a package that has been received by customs because you will not pay the tariffs or taxes, we will refund you the cost of the product after charging you for the shipping and additional fees required to return the package to us.

 

PAYMENTS

 

  • There is a problem with my payment – what can I do?

Please contact us if you think there is a problem with your payment card and we can investigate. If you enter your card details incorrectly or payment has been declined for any reason the payment won’t be processed and you’ll be redirected back to your shopping cart.

If you believe there’s been an error, please contact us and we’ll investigate this further.

 

  • How can I pay you?

We accept all major credit and debit cards: Visa debit, Visa credit, Mastercard and American Express. If you want to purchase something at an event…of course we also accept old fashioned cold hard cash! Once the order is placed online you will see a summary of your order and be emailed a payment and order confirmation

 

  • Can you send me an invoice?

Of course, upon request we will email you an invoice to your registered email address which you used to place your order.

 

  • Do you accept vouchers/coupons for online purchases?

Yes, we typically send out promotional codes or offers to our wonderful subscribers. They run for a limited period so please make sure you check the expiry date/limitations of the code. We are also unable to apply a discount after an order has been submitted. Only one promotional code can be used per order, and we are unable to combine promotional codes together. We recommend that you use the code that gives you the best deal.

 

  • I have a voucher that has expired. What can I do?

Keep checking back as we regularly have offers on. To hear of the best offers, news and general gossip first, sign up to our mailing list.

 

  • Why was my order cancelled / declined?

We will always try to contact you if an order was cancelled. This may be due to you entering address details/card details incorrectly or insufficient funds. If you have moved recently and not amended your address, cancellations may also occur.

 

  • What is a CSC code?

A card security code is an added safeguard for your card purchases. Depending on the type of card you use, it is a 3- or 4-digit number printed on the back or front of your credit/debit card. For most online debit/credit card purchases from us, the security code is required information. Your identification number is the 3-digit number found on the back of your credit card near the signature panel.

 

  • Timing of billing

Your card will only be charged once your order has shipped. Most orders ship within 48 hours of receiving your order. You will receive a shipping confirmation email once the order has shipped from the warehouse.

 

  • Is your site secure

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use

 

PRODUCT SPECS & TECHNOLOGY

 

  • How do I find my right size?

Check out our size guides online to find the best fit for you. Remember you’re not shopping in the men’s section now ladies so you can stay true to your preferred sizing.

 

  • Why is the Snooks kit just so good?

Our Fabric is treated with a durable, water-repellent finish (so no more dampness whilst out riding, hooray!)  It also features an adjustable, helmet compatible hood and an adjustable waist, a mesh goggle pocket, media pocket, lift pass pocket and front pockets, plus two chest pockets…AND if that wasn’t enough already. A powder skirt to keep you protected from the elements, we can guarantee you won’t be caught short of storage for your essentials or left wanting from your gear.

 

  • Is it waterproof & windproof?

Yes absolutely- I think we’d agree we’d be silly if we made a ski and snowboard jacket that wasn’t…

 

  • What does 10K/10K mean?

10K/10k refers to our outerwear’s waterproofing and breathability. It means it’ll hold up to those not such bluebird days when you’re instead riding in drizzle, but it also won’t suffocate you in your own sweat as its designed to be breathable and comfortable. 10K/10K refers to the limit in which your outerwear will keep you dry; if you were to put 10000 mm of water on a single area of a jacket it will retain its waterproof elements, after which you may begin to get a little damp, albeit it very very slowly.

We believe 10k/10K is an ideal level of waterproofing and comfort and most retailers including ourselves opt for this level of repellence as it is more than enough.

 

  • What the flock is “pigeon tech”?

The SNOOKS Union Jacket uses 10k Pigeon Tech- a three-layer fabric technology to keep you warm, dry and sweat free- the microporous lamination layer allows both hot-air and sweat out. Our fabric is also treated with a durable water-repellent finish, so snow and rain droplets bear together and run right off.

 

  • Why do all the zips on my jacket/sallies run down to up?

We promise this wasn’t a mistake! In planning and creating our outerwear collection from the ground up, we wanted to create a range of outerwear that was as practical and technical as it was appealing.  We realised zips and pockets are a bit fiddly the best of the times, let alone on a lift or whilst faffing half concentrating skiing/boarding…by pulling zips up and then down to close them again we believe its easier to access your phone/Piste map/that seasonnaire’s number who was adamant they’d call you back.…You don’t have the awkward having to shuffle and lean back on the chair or when rezipping having to hold the jacket/pants together either side of the zip in order to prevent it bulging or catching.

Life is hard enough and seasonnaire’s are notorious trouble…. pockets shouldn’t have to be too…

 

  • I want [insert item name here] from your last season – do you still have it?

If it’s not listed on our online shop it’s unlikely we will have it in stock, however never say never…drop us an email at hello@snookswear.co.uk with your enquiry and we’ll let you know either way.

 

LOOKING AFTER YOUR OUTERWEAR

 

  • How do I wash my outerwear?

For goodness sake don’t give it to your mum/sister/girlfriend…do it yourself. Check the label on the inside of your jacket or salopettes and follow the instructions. To keep your outerwear items in tip top condition and retain their water repellency we recommend using a tech wash cleaner and re-proofer in your wash also.  

 

  • Will my jacket hood fit over my helmet?

Absolutely! We know our customers want the best from their gear and that means practical as well stylish.

 

  • What temperature should I wash my hoody/t-shirt?

Again, the same applies, don’t palm your smelly washing off on someone else, we recommend washing your hoodie/beanie/tee at 30°C. It’ll also be fine on a cold wash if you want to be super eco- friendly!