What are the shipping costs?
We charge a flate rate of €4,95 shipping cost per order. If your order value is greater than €100,- we will waive the shipping costs and offer you free shipping.
What is the shipping time?
Usually, it takes 2-3 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: 7-11 Business days
- United Kingdom: 7-9 Business days
- United States: 7-11 Business days
- Europe: 2-6 Business days
- Australia: 20-25 Business days
- New Zealand: 25 Business days
- Brazil: 11-25 Business days
- South Africa: 11-21 Business days
- International: 10-25 Business days
- Indonesia: 6-10 Business days
- United Kingdom: 4-8 Business days
- United States: 4-6 Business days
- Europe: 2-5 Business days
- Australia: 4-7 Business days
- New Zealand: 7-12 Business days
- Brazil: 5-7 Business days
- South Africa: 9-15 Business days
- International: 10-15 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!
What’s your return policy?
In the case of a return, please contact us at [email protected]. In case of damaged or wrong product, please include photos of wrong/damaged products within 14 days of receiving your order 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.