What is the shipping time?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- Indonesia: 6-10 Business days
- United States: 3-6 Business days
- Europe: 2-6 Business days
- Australia: 2-5 Business days
- Brazil: 3-5 Business days
- South Africa: 8-14 Business days
- International: 10-20 Business days
Covid-19 Update: Our fulfillment times for all products may be longer than usual and may continue to increase until things get back to normal. We’re seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is sadly grappling with challenges.
Are you confused about the current shipping times? Reach out to us at [email protected] so we can assist you!
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at [email protected] with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
How are your products made?
We work with a print-on-demand service. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently! By working on-demand instead of bulk in one place, we are able to contribute to less environmental waste and thus reducing our carbon footprint. Something we value a lot!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at [email protected].
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at [email protected] within 14 days with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
What’s your return policy?
Due to the nature of our service (on-demand) we generally don’t offer returns and exchanges as all of our products are specially made for you, but if there’s something wrong with your order, please let us know by contacting us at [email protected] within 14 days of receiving your order.
Do you offer refunds?
In general, refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [email protected] with photos of wrong/damaged items and we’ll do our best for you.
Can I exchange an item for a different size/color?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at [email protected] within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Please contact us at [email protected] if you would like to return an order.
Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue on the products or anything else on the order, please contact us at [email protected].
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.
If you haven’t registered an account on surfculturebali.com and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,
therefore Surf Culture Bali reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.