Do I pay duties for NZ orders Products can incur a duty or customs charge when they arrive in New Zealand. Please use the https://www.customs.govt.nz/personal/duty-and-gst/whats-my-duty-estimator to determine or contact us prior to placing your order if you have any queries.
RETURNS AND EXCHANGES
Do you offer exchanges? Yes, but only if your item hasn’t been used.
What is your returns and exchanges policy? Click here for detailed info.
How do I return my items? Email firstname.lastname@example.org for instructions.
How long will it take to process my returns? Please allow 24hrs for your return to be processed once received.
How long will it take for my order to arrive? Please allow 1-3 business days for Australian orders and 3-5 business days for New Zealand orders.
What are your shipping rates?
Order value: $0 - $50.00: $5.00 shipping (StarTrack Express)
$50.01 - $199.00: $10.00 shipping (StarTrack Express)
$200.00 + : $15.00 flat rate shipping (StarTrack Express)
New Zealand: $15.00 flat rate shipping (AusPost)
Asia: $15.00 flat rate shipping (AusPost)
Can you ship internationally? We ship to Australia, New Zealand and Asia.
How do I track my orders? A tracking number will be sent to you in your shipping confirmation email.
How do I get my item repaired? We are pleased to repair any product if this is possible. Please email email@example.com for further information.
How long will it take for my items to be repaired? Please allow approximately two weeks.
Do I have to pay for shipping on my repair? If your wetsuit is still under warranty we will cover all shipping, otherwise you will need to pay the shipping and repair cost.
How do I care for my wetsuit? Rinse your wetsuit in fresh water after each surf and hang it in the shade to dry.
Where is your size chart located? Click here for size chart.
Why is my size not available? Some sizes may be sold out, or may not be offered. Please email firstname.lastname@example.org for further information.
Can I make changes to, or cancel my order once placed? Yes. Please email email@example.com within 24 hrs of your order and we should be able to adjust it for you.
How long does it take to process my order? We process orders within 24hrs on business days.
What company do you use for shipping? Startrack Express service within Australia and Australia Post International Express for New Zealand and Asia.
Why haven't I received confirmation or my order? If you have not received confirmation of your order immediately after your purchase please check your junk folder. If you still can’t find the confirmation email, please message us at firstname.lastname@example.org and we’ll double check your details and resend.
Is my payment secure? Our payment process is secured by Stripe payments. No card information is kept by us.
Why does is my bank statement show multiple transactions for the same order? When you place an order, you will see a pre-authorisation on your account. This hold allows us to verify that funds are available and enables us to proceed with processing your order. When your items ship, a final charge is processed for the item(s). In some circumstances, your bank will show this final charge separately from the pre-authorisation, making it appear like a duplicate charge. However, the pre-authorisation hold will drop from your account within 3–5 business days, depending on the policies of your bank, and your account will reflect only the final charge.
Can I use credit card for payments? Yes. Just fill in your customer and shipping information and you will be prompted for your credit card details.
Can I be notified when something comes back into stock? Yes. Go to the product page and click the link to be notified when we re-stock and enter you e-mail address. You will then be notified by email as soon as that style/size is back in stock.
Is there a showroom where I can try your products on and purchase them directly? Yes, we have a showroom at the warehouse located at 7a Castles Drive, Torquay which is open 9am to 5pm Monday to Friday and 9am to 3pm each Saturday.
We also have a showroom at 18 Acacia Street, Byron Bay which is open Tuesday- Friday from 9am to 5pm and Saturday 10am to 2pm (closed Monday).
How do I sign up to your newsletter? Please enter your email in the field at the bottom of the home page.