RETURNS AND EXCHANGES
Do you offer exchanges? Yes, but only if your item hasn’t been used, or is faulty.
What is your returns/exchange policy? Click here for detailed info.
How do I return my items? Print the returns form, fill in your detail and post back to us. Alternatively, 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.
RETURN FORM DOWNLOAD
How long will it take for my order to arrive? Please allow 1-3 business days for Australia
and 3-5 business days for New Zealand.
What are your shipping rates? For orders:
$0-$50 = $5 shipping
$60-$210= $10 shipping
$220+ = $15 shipping
NZ = $15 flat rate
Can you ship internationally? We ship to Australia and New Zealand. For USA please visit www.needessentialsusa.com, or Europe visit www.needessentials.uk.
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? Please email email@example.com for any repairs.
How long will it take for my items to be repaired? Please allow 7 days, plus shipping to get back to you.
Do I have to pay for shipping on my repair? If your wetsuit is still under warranty we will cover all shipping, otherwise the shipping to us will be at your expense.
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 if you need more 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? We use the Startrack express service within Australia and Australia Post International Express for our New Zealand customers.
Where is my order confirmation? If your order confirmation hasn’t come through email, check your junk folder. If you still can’t find it, 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-authorization 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-authorization, making it appear like a duplicate charge. However, the pre-authorization 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. If you go to the product you want and try to buy, it will prompt you for an email address. As soon as that style/size comes back in, we’ll send you an email.
Is there a store where I can try a suit on? We have one store located at 7a Castles Drive, Torquay, Victoria 3228
How do I sign up to your newsletter? At the bottom of the home page you will see the signup form.