Shipping & Returns

 

Surfboard freight options for boards purchased from us:

Pick Up

Free pick up from our store in Mona Vale is available 7 days a week from 10am to 5pm (4pm Sundays). If these hours do not suit you, we are very flexible, and can arrange to meet you at our showroom outside of these hours. Just give us a call on 02 99996365 or drop us a line at info@soulsurf.com.au to arrange. When going through the Checkout process, please choose "Free pick up from our Mona Vale store" as your shipping option.

Meeting Driver - Surfboards

If you do not live near our showroom, you have the option to meet one of our drivers who specialise in delivering surfboards along the east coast of Australia between Ulladulla and Noosa. They also go to Melbourne. We use either Surf Cargo or Surfreight. The arrangement is that between you and the driver, you organise a time to meet somewhere along their delivery route, either near you, on the nearest highway to you, or at a surf shop they are delivering to. A simple and inexpensive way to get your board. When going through the Checkout process, simply select “Meeting Driver  ........” as the shipping option, choosing the area that suits you. Once we have received your order,  we then contact you to let you know the dates the driver will next be in your  area. We supply you the drivers name and direct phone number so you can arrange  the meeting point. Easy. If also ordering other items at the same time, such as TShirts or Leg Ropes, these will be packed with your Surfboard.

Door to Door, Sydney - Surfboards

We can arrange delivery to your door within the Sydney metropolitan area. The delivery address must be an address where someone is able to accept the delivery within business hours, as the surfboard will not be left if no one is there. When going through the Checkout process, please choose "Door to Door, Sydney Metropolitan area" as your shipping option. If also ordering other items at the same time, such as TShirts or Leg Ropes, these will be packed with your Surfboard.

Pick up from Depot - Surfboards

We use a courier company that has a large selection of depots across Australia. The surfboard is held at your nominated depot for you to collect. When going through the Checkout process, simply select “Pick up from Depot ........” as the shipping option, choosing the depot location that suits you. Once we have received your order,  we then contact you to let you know the address and phone number of the depot  and approximate date of delivery. You can then just give them a call to confirm  your surfboard is there before you pick it up. Easy. If also ordering other items at the same time, such as TShirts or Leg Ropes, these will be packed with your Surfboard. If you wish to insure your surfboard, we offer this at an extra cost. Please contact us for details. We do however wrap and package our surfboards so they would bounce out of a plane, so although insurance is not usually necessary, we leave the decision up to you.

Other - Surfboards

If none of the above options suit you, please give us a call on 0414716988 or drop us a line at info@soulsurf.com.au and we would be happy to discuss alternative arrangements. We offer door to door delivery of surfboards anywhere in Australia if you prefer – just let us know where and when and we can get back to you immediately with a customised freight quote. If you wish to insure your surfboard, we offer this at an extra cost. Please contact us for details. We do however wrap and package our surfboards so they would bounce out of a plane, so although insurance is not usually necessary, we leave the decision up to you.

International - Surfboards

We are happy to organise freight for all international orders of surfboards. Please contact us before purchase so we can get the freight quote to you beforehand. We can provide an approximate cost for both seafreight and airfreight options. Please keep in mind that there are a large range of costs involved, including customs fees, that you will be liable for. All charges are to be paid by the customer on delivery of order. Orders cannot be returned to sender and Soul Surf will never pay these customs charges on your behalf. If you refuse to pay these charges, your parcel may be abandoned and Soul Surf will not be held responsible for any loss of funds as a result of this occurrence. We cannot mark international orders as a gift in order to bypass customs fees, as this is an illegal practice.

 

Shipping of all orders other than Surfboards:

Pick Up

Free pick up from our store in Mona Vale is available 7 days a week from 10am to 5pm (4pm Sundays). If these hours do not suit you, we are very flexible, and can arrange to meet you at our showroom outside of these hours. Just give us a call on 02 99792226 or drop us a line at info@soulsurf.com.au to arrange. When going through the Checkout process, please choose "Free pick up from our Mona Vale Showroom" as your shipping option.

Australia Post Standard Registered Post - not for Surfboards

All orders placed before 3:00pm AEST will be shipped the following business day. When going through the Checkout process, please choose "Australia Post (standard)" as your shipping option, then type in your postcode, and hit the "tab" key on your keyboard. The postage cost will then be automatically calculated and added to your total cost. All Australia Post orders will be sent via registered post. A card will be left in your mail box to advise you when and where your parcel can be collected. Please note that Australia Post holds parcels for you for 10 business days. If you do not collect the item within those 10 business days, and the item is returned to us, we will post it to you again once we have received payment of a further postage cost (we can advise you what this cost is and organise payment from you over the phone via credit card, or send you a PayPal invoice). In the unforseen situation where your item is out of stock, we will contact you  immediately to let you know, and you can decide if you would prefer for your order to be refunded or placed on backorder. In the event that you require urgent delivery, please  contact us and we can arrange for your order to be sent via Express Post. There  will be an extra cost involved which you can pay for separately via direct  deposit - as soon as you have placed your order, please contact us on 02 99996365 and we will get back to you with details of how you can direct deposit the extra cost. If you decide to have your order sent via Express Post, we are not liable for your order once the item has been sent, as we are unable to register the parcel.

International

We are happy to organise freight for all international orders. Please contact us before purchase so we can get the freight or postage quote to you beforehand. Most items will be sent via Post. Larger and/or higher priced items may incur customs fees at your end, that you will be liable for. All charges are to be paid by the customer on delivery of order. Orders cannot be returned to sender and Soul Surf will never pay these customs charges on your behalf. If you refuse to pay these charges, your parcel may be abandoned and Soul Surf will not be held responsible for any loss of funds as a result of this occurrence. We cannot mark international orders as a gift in order to bypass customs fees, as this is an illegal practice.

Other

If none of the above options suit you, please give us a call on 02 99996365 or drop us a line at info@soulsurf.com.au and we would be happy to discuss alternative arrangements.

 

Gift Wrapping:

Sending a gift to someone special?

Gift wrapping is available for most items other than surfboards and large, bulky items. Your order will be tastefully and carefully gift wrapped with quality wrapping paper and ribbon. You can either email us a note to go with the parcel, or we will happily organise a hand written gift card for you. Cost for gift wrapping is $10.00 which you can pay for separately via direct deposit. If you wish to use our gift wrapping service, as soon as you have placed your order, please contact us on 02 99996365 or info@soulsurf.com.au and we will get back to you with details of how you can direct deposit the $10.00 cost.

 

Returns:

Warranties, Refunds and Exchanges

For all brands other than Soul Surf, all warranties offered on new products are the manufacturer’s warranties and not that of Soul Surf. For all Soul Surf branded products, we are happy to exchange or refund as long as the item is in its original as new condition and packaging. Any faults or requests for exchange or refund must be made aware to us within 7 (seven) working days of acceptance of delivery. We will then send you a Returns Form which must be filled out and sent to us with your returned item. Due to health regulations, we are unable to exchange or refund on any swimming costume, underwear or ear ring purchase.

There are no warranties offered on Surfboards.

New Soul Surf Designs surfboards may be exchanged or refunded within 7 (seven) working days as long as the surfboard is in its original new condition and has not been waxed, placed in water, surfed on or sustained any dings or stress fractures due to negligent handling after purchase. Snapping a surfboard is not covered under warranty.

Gift cards and promo codes cannot be applied to exchanges. Refunds and returns are not available on free promotional items. Refunds are not available on sale items.

Returning your order

We recommend sending returns for all items other than surfboards via registered post through Australia Post, as we do not accept responsibility for lost parcels. For surfboard returns, please contact us. Costs for returning the item to us will be the responsibility of the customer. If the reason for your return is a fault with the item, once we have received the item and acknowledged the fault, we will happily reimburse the return postage cost at the Australia Post registered post rate, and we will then post your exchange at no shipping cost to you. The reimbursed postage cost is for postage only; packaging is at an additional cost to the customer. Soul Surf cannot accept COD deliveries. Any faults or requests for exchange or refund must be made aware to us within 7 (seven) working days of acceptance of delivery. We will then send you a Returns Form which must be filled out and sent to us with your returned item. Please post your returns to:

Soul Surf
Shop 3/1761 Pittwater Road,
Mona Vale NSW 2103
Australia

 

Order Cancellations:

If notified before goods have been dispatched, Soul Surf can accommodate order cancellations. If items have been shipped, Soul Surf reserves the right to refuse order cancellation or charge a cancellation fee should we be able to request the return of the package from our delivery service.

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