Shipping, Returns & Exchanges


Shipping, Returns & Exchanges

*Shipping is offered only on "Clothing" and "Accessories" products.

*Please note that we have a special policy on sales of "Archive" products of non-return, non-exchange.


Shipping

 

La Poste
DHL GEODIS
France
€ 6,00
€ 20,00
€ 60,00 - 80,00
Europe
€ 12,50
€ 40,00
€ 80,00 - 100,00
Outside Europe
€ 24,50
€ 50,00
€ 100,00 - 130,00

 

How are items delivered?

The delivery is carried out via partners including La Poste in "Colissimo suivi" or "DHL" 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...).
- In one of the many dedicated areas in France.
- In the post office of your choice among the 10,000 existing post offices.
- At one of the many retailers in the Post Office's partner network.
- The different delivery options are proposed to you when you finalize your shopping cart.

Colissimo

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 in the mailbox of the recipient. This notice indicates the coordinates of the Post Office where the recipient can 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.

DHL
In case of absence of the recipient of the package, a notice will be left and a new passage will be made the next day. You can change the date of this second passage thanks to your tracking code until 22:30. If during the second visit you are absent, the package will be available for a period of 5 days in a DHL drop-off point. 

For the good progress of the delivery, it is up to the customer to provide exactly all the necessary details for the good routing of his order and the perfect delivery (access code, access specification for example). The customer can modify his information by adding a new one in the "My Account" section or by contacting customer service for the current order. 
In case of errors or inaccuracies in the wording of the coordinates of the purchaser, the Company SURFINESTATE cannot be held responsible for the impossibility to deliver the order.

Case of delivery in a company: the responsibility of the Company SURFINESTATE stops as soon as the stamp or the signature of the company or its representative is affixed on the packing slip.

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 La Poste, or DHL if you are outside the European Union.

What are the delivery times ? 

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

- either the same day, 

- or the next working day following the order.

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

Colissimo: 2 to 5 working days following the day the order is taken in charge.

DHL: the next day or the next working day following the day the order is picked up.

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 www.laposte.fr for Colissimo or on www.dhl.com for DHL 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 Colissimo or DHL 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 other countries
Delivery times range from 1 to 10 working days depending on the delivery method chosen and the destination.

Shipping costs

For France
Delivery is free of charge in Metropolitan France from 80 euros of purchase. Free delivery applies only to La Poste 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 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 the Post Office, 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 the Post Office 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.

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 the European Union within the limit of one return per order. Some products are not eligible for free returns: "Surfboards", "Surf accessories", "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 post office or at a collection point, depending on the option you have chosen.

1. Go to your personal account, then in front of your order number, click on "Request a return";

2. Check the products and quantities you wish to return

3. 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 to the package.

4. The package must be sent to the following address:
Surfin Estate
169 avenue des Tisserands
40150 Soorts-Hossegor

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.


EN