Please note: We are experiencing delays in shipping due to COVID-19.
Please note: Due to the current Queensland Government Restrictions there will be delays in order dispatches and shipping time frames. Thank you for your understanding and patience.
Frequently Asked Questions
When will I be charged for my order?
We will charge you via your nominated credit card or other selected payment method when your order is placed.
ORDERS AND DELIVERY
Can I place a phone order?
No, unfortunately at this stage we are unable to take telephone orders.
Our website is super easy to use and ordering through our website also allows you to have the benefit of our payment gateway security features.
If I place my order now, when will I receive it?
The timing for delivery of your order depends on your location and which delivery option you choose. For an overview of all the shipping options we serve, please see our Shipping & Returns policy.
Can I cancel, change or add to my order after I have made it?
No, unfortunately we cannot cancel or make any changes an order once it has been accepted by us. You can find more information about returning a product by looking at our returns policy.
I’m not sure if my order is coming, I haven’t I received a confirmation email?
Shortly after you place your order you should receive an automated confirmation email from us. If this doesn’t happen, please check your junk/spam folder as it might be lost in there!
Normally our confirmation emails arrive within minutes. However, if your confirmation email is taking a while to arrive, your email hosting provider or internet service provider may be dealing with a server fault, experiencing delays or your email may have been accidently entered incorrectly.
If you need assistance to confirm your order, find an error in your email address or account details please let us know at email@example.com
Will my order arrive in the one delivery?
Occasionally, orders may need to be sourced and sent to you from different warehouse locations. If this is happens your order might arrive to you in different packages, on different days, on different times or from more than one courier / delivery partner.
You will not have to pay for any extra costs or shipping charges should your order arrive in multiple deliveries.
Can I pick up my order?
Yes, we offer Click and Collect from Surf Rescue House located at 18 Manning Street, South Brisbane. If you choose Click and Collect, you will not be able to change to a delivery.
I might not be home to receive my order?
If you miss your delivery our courier / delivery partners will leave information that explains how you can collect your package or organise for it to be redelivered to you.
It’s a great idea to track your order and keep up-to-date on its journey to you. For more information about monitoring the status of your order please see our Shipping & Returns policy.
COUPON CODES AND DISCOUNTS
Help! My coupon code/gift card won’t work – fault! – what is going wrong?!
If you are having trouble applying a coupon code or discount or redeeming a gift card, you can email us for assistance at firstname.lastname@example.org
Can I return my product?
For more information about returning your product, please see our returns policy.
Please note that (without limiting your rights under the Australian Consumer Law) there are some situations where we unfortunately cannot accept change of mind returns including where products have been worn, the tags have been removed or the product is a personalised item.
I HAVE A QUESTION YOU HAVEN’T ANSWERED!
For all other questions please email us on email@example.com