Welcome to Surf Gear Shop – your one-stop shop for all things surfing! We’re stoked you’re here and want to make sure your experience with us is as smooth as riding your favorite wave. Below you’ll find all the details about our shipping and returns policies.

Shipping Information

Order Processing

We work hard to get your gear to you as quickly as possible. All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Options

We offer two shipping methods to suit your needs:

  • Standard Shipping (£12.95): Shipped via DHL or FedEx with delivery in 10-15 business days after dispatch
  • Free Shipping: Available on orders over £50, shipped via EMS with delivery in 15-25 business days after dispatch

International Shipping Note: We ship worldwide (excluding certain Asian and remote regions). Please be aware that international orders may be subject to customs fees, which are the responsibility of the customer.

Returns & Exchanges

We want you to be completely stoked with your gear. If something isn’t right, we’ve got your back with our hassle-free returns process.

Our Return Promise

We accept returns within 15 days of receiving your order for most items. To be eligible for return, your item must be:

  • In original condition (unused, with tags attached)
  • In its original packaging
  • Accompanied by proof of purchase

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Surf Wax (once opened or used)
  • Surfboard Ding Repair Kits (opened packages)
  • Personalized or custom items

Note: All swimwear and wetsuits must be returned with original hygiene liner intact.

How to Return Your Items

Step 1: Request a Return

Email our support crew at [email protected] with:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Whether you want an exchange or refund

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Body:
Hi Surf Gear Shop team,

I’d like to return the following item(s) from my order #[Your Order Number]:
– [Product Name] (Quantity: X)
– [Product Name] (Quantity: X)

Reason for return: [Change of mind/Item faulty/Wrong item received/etc.]

I would like: [Refund/Exchange for [Product Name]]

Please advise next steps.

Thanks,
[Your Full Name]
[Your Contact Number]

Step 2: Package Your Items

Once approved, repackage your items securely in the original packaging. Include all tags, accessories, and documentation.

Step 3: Ship Your Return

We’ll provide a return shipping address (usually our Nottingham warehouse). Please note:

  • For faulty items: We’ll cover return shipping costs
  • For change of mind: You’re responsible for return shipping

We recommend using a tracked shipping service. The item is your responsibility until it reaches our warehouse.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Notification: You’ll receive an email confirmation when processed

Depending on your bank, it may take 5-10 business days for the refund to appear on your statement.

Exchanges

Want to swap for a different size or product? Here’s how:

  1. Follow the return process above
  2. In your return request, specify what you’d like to exchange for
  3. Once we receive your return, we’ll ship the replacement item

If the exchange item costs more, you’ll need to pay the difference. If it costs less, we’ll refund the difference.

International Returns

For our global surf community:

  • Return shipping costs are the customer’s responsibility
  • Customs fees for returned items are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional charges

Need Help?

Our surf-savvy support crew is here to help with any shipping or return questions. Drop us a line at [email protected] or paddle over to our Nottingham shop at:

Surf Gear Shop
52 King St, Nottingham, GB NG7L 8IU

Now that the paperwork’s sorted… back to the stoke! 🤙

– The Surf Gear Shop Team