Shipping, Returns & Exchanges


Shipping, Returns & Exchanges

*Shipping is free only on "Clothing" and "Accessories" products, for orders sent to whole Europe, except United Kingdom.

**Please note that there is an exclusive policy on sales and discounted products. If you return a sale item, you will receive the amount of your returned item as a voucher.

Shipping

Standard Delivery time GEODIS Delivery time
France € 6,00 1-2 working days € 60,00 - 80,00 2-5 working days
Europe € 12,50 2-5 working days € 80,00 - 100,00 2-5 working days
Outside Europe € 30,00 2-8 working days € 100,00 - 130,00 2-8 working days

 

How are items delivered?

The delivery is carried out via partners including followed DPD package against signature of the recipient or any person specially mandated.

This digitized signature and its reproduction are proof of delivery of the package.

It allows you to choose freely the place where you wish to be delivered:
- To the address of your choice (home, office...).
- At one of the many retailers from DPD's partner network.
- The different delivery options are proposed to you when you finalize your shopping cart.

DPD

For parcels delivered to the address of your choice, in case of absence of the recipient of the package at the designated address, a notice of passage and waiting of the package is deposited will be sent to your e-mail address or phone number. This notice invites you to reschedule the delivery or to choose a relay where you can easily collect the shipment. Any parcel thus placed in the waiting list is handed over to the addressee or his representative, duly authorized for this purpose on presentation of an identity document and against signature. The parcel will be held pending for 15 consecutive days from the day after the notice of pending delivery has been deposited.

In the case of a delivery to a merchant, the product cannot be returned directly to him. The return must be made according to the clauses set out in Article 6.

How are surfboards delivered?

Surfboards are shipped with our partner GEODIS.
The delivery of a surfboard is always at your expense. They are packed in double-layer bubble wrap and honeycombed cardboard.

Delivery costs vary according to the weight and size of the surfboard, as well as the country and city of destination. For more information and an estimate, please contact us via the form in the Contact page or directly to contact@surfinestate.eu.

In-store pick-up or Click and Collect

This delivery method allows you to pick up your package in store. You will be notified via SMS and/or a call from the store once your package is ready to be picked up.

You will be asked to show proof of identity to collect your parcel.

If you wish to return an item that was previously picked up in the store, you can return it to the store. Otherwise, if you can't come back to the store, you will have to pay the return shipping costs via DPD.

What are the delivery times ? 

For France 
After reception of the order the parcel corresponding to this one will be entrusted to DPD: 

- either the same day, 

- or the next working day following the order.

From this moment, DPD undertakes to do everything possible to ensure the distribution of the items or the first notice of passage of the items entrusted to it.

DPD: 1 to 2 working days following the day the order is taken in charge.

In all cases, delivery times should not exceed one month. A delivery time will be indicated at the time of your order and in the shipping confirmation e-mail.

When the package is shipped, the buyer will receive an e-mail confirming the shipment of his package, with a tracking number that will allow him to follow it online on the website https://trace.dpd.fr/fr/trace for DPD deliveries.

Incidents - road blockage, health situation, etc. - The buyer can report them to us by sending us a message via the "Contact" section, quoting his DPD tracking number.

You can find the details of the delivery times for all the countries distributed by www.surfinestate.eu in the previous table.

For Europe
Delivery within 2 working days.

For other countries
Delivery within 2 to 8 working days depending on the delivery method chosen and the destination : See the DPD map here.

Shipping costs

For France and Europe (except UK)
Delivery is free of charge in Metropolitan France and Europe (except UK) from 50 euros of purchase. Free delivery applies only to DPD deliveries.

The shipping costs are fixed and automatically calculated and indicated before the validation of each order. Below this amount of purchase, the shipping costs are those indicated in the previous table.

For other international countries
The shipping costs are detailed in the previous table.

Depending on the country of delivery and the carrier chosen, your order may be subject to customs fees.

Delivery problems

We strongly recommend that if the original packaging is damaged, torn or open at the time of delivery, you check the condition of the items in the presence of the delivery person and immediately make reservations on the delivery note, or even refuse the package.

We strongly recommend that you systematically check the contents of the package in the presence of the carrier, in order to verify the condition of the items, even if your package does not show any signs of deterioration. If they have been damaged or stolen, you must refuse the package and note a reservation on the delivery slip (package refused because opened or damaged).

To obtain a refund, the buyer must inform us of any problem found by sending us a message via the "Contact". He will have to state in a detailed way the problem noted - for example damaged parcel, already opened, etc. The buyer may be asked to provide a photo of the damage by e-mail.

In case of non-delivery of the package by DPD, the buyer must inform SURFINESTATE via the "Contact". We will then open an investigation with the services concerned. An e-mail indicating that an investigation is open will be sent. The final response time of DPD varies from 4 to 6 weeks.

If the package is found, it will be sent to the customer according to the usual procedure.

If the package is declared lost and there is no stock available to ensure a second shipment, the order will be refunded as soon as possible. If a package is signed by the customer or a proxy, this is a confirmation of a good delivery and SURFINESTATE is no longer responsible for a failure to deliver. If you entrust the receipt of your package to an agent, it becomes responsible for your receipt of your package. If the transport has declared your package delivered but you dispute this delivery, we can, if necessary, meet your expectations and we will ask you a formal and handwritten dispute and a copy of your identity card or passport.


Return Policy

If you have made a purchase with a promotional code, this code cannot be reused in case of return, even if you wish to take back the same product.

In accordance with the provisions of Articles L.121 and following of the Consumer Code, each user of the site has a withdrawal period of 14 days for any order, and a return period of 30 days from receipt of his package to return one or more items, at his expense and risk, without having to justify the reason. If the deadline expires on a Saturday, Sunday or holiday, the deadline is extended to the next business day at midnight.

In the event of withdrawal by the buyer, returns are free of charge but the initial shipping costs are not refunded. In case of payment with a credit or a gift card, the return will generate a refund.

Products returned outside the withdrawal period are subject to an exceptional authorization request from us, in case of acceptance, they will be in the form of a credit note only, not refundable. 

Returns that do not comply with our policy will not be accepted and will be returned to you. 

If a product is missing from your order, we ask that you notify us as soon as possible - 48 hours after receiving the product.

Photos of your package and the original packaging will be requested to follow up on a potential refund. We would like to specify that in the case of a return, the customer is the sender of the package and is therefore responsible for any damage to the product during the return. If the product is damaged, it will be returned to the customer and a refund of the shipping costs may be requested.

Returning a product

Returns must be made within 30 days from receipt of your package. All returns will be refunded according to your payment method, except for discounted products that will be refunded as a voucher.

Returns are free of charge only for Metropolitan France and Europe within the limit of one return per order. See details in the next section. Some products are not eligible for free returns: "Surfboards" and "Culture".

1. Go on our Contact page and fill the form with "I'd like to return a product",

2. In your message, please tell us the products and quantities you wish to return, and the reason of return,

3. You'll receive an answer with a return label if your order is eligible,

4. Prepare your package by repackaging the items in their original packaging or in a suitable packaging, slip the return form inside, and affix the return slip on the package. The product must have its original label and must not have been worn in daily life.

5. The package must be sent to the following address

Surfin Estate
169 avenue des Tisserands
40150 Soorts-Hossegor


Returning a product free of charge

Returns must be made within 30 days from receipt of your package. All returns will be refunded according to your payment method.

Returns are free of charge only for Metropolitan France and Europe (UK excluded) within the limit of one return per order. Some products are not eligible for free returns: "Surfboards" and "Culture".

1. Your free return coupon has been inserted in your package.

2. Prepare your parcel by repacking the items in their original packaging or in the absence of suitable packaging, slip the return form inside, and affix the return slip to the parcel.

3. Finally, drop off your package at the DPD's relay of your choice or at a collection point, depending on the option you have chosen.

4. The package must be sent to the following address:

Surfin Estate
169 avenue des Tisserands
40150 Soorts-Hossegor


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