Our goal is to ensure that you have an amazing shopping experience, from beginning to end!
Shop.Surf is committed to customer satisfaction.
If you receive merchandise that you are unhappy with for any reason, simply return it within 30 days – in the condition you received it – for a full refund or store credit that never expires. After 30 days and up to 90 days we will issue a store credit. Some final sale and non-refundable items may not be eligible for a refund or store credit.
To make a return, please include your completed packing slip form, remove or cover the original shipping label and seal the package securely with tape. We don’t not cover the cost of return shipping however, if you are exchanging an item, we will pay the costs for shipping the new item to you.
Please send your return package with the packing slip enclosed to this address:
Order # ___
Shop.Surf Returns Department
12019 Vale Road
Oakton, VA 22124
For your security, we recommend insuring packages against loss and retaining the tracking number. Shop.Surf cannot accept COD deliveries and is not responsible for customer returns that are not received.
Processing Time for Returns
Most returns are processed the same day we receive the item. If you are exchanging an item, in most cases, we will also ship the new item same-day. For refunds, depending on your credit card company, it may take up to ten (10) business days after your credit is applied for it to post to your account.
Return Terms and Conditions
All items returned for refund or exchange must be returned in the original condition with tags attached. Please ensure all returned clothing items are free from marks, stains and rips as they may not be accepted for return if received damaged (unless faulty). Boxed/Packaged Goods: When returning boxed or packaged goods please ensure you pack the item inside a satchel & do not attach anything to the outside of the original packaging. Should the packaging be marked or in unsatisfactory condition there may be a chance that we will not accept your return.
During peak returns periods, Shop.Surf cannot guarantee returns will be processed within 24 hours. If a size exchange is required we recommend placing a new order online and returning your original items for refund to avoid exchange items selling out.
Final sale items and non-returnable items will not be accepted.
Final Sale Items
We do not accept returns or issue refunds for items marked “Final Sale”.
Some footwear items are non-refundable and/ or have specific conditions for returns. Please see Footwear (Open-toed) and Footwear (Closed-toed) bellow for item-specific return policies.
If footwear was shipped to you in a box, it must be returned in its original box. Footwear should also be returned in original condition, free of creases or marks on any part of the shoe or sole.
Due to hygiene reasons, Shop.Surf is not able to accept returns for open-toed footwear (sandals, thongs, open-toed shoes, etc).
Due to the higher expense of shipping and restocking footwear items, customers returning closed-toed footwear (sneakers, boots, shoes, etc) have 2 options:
- Receive an in-store credit equal to the full amount paid, (or)
- Receive a full refund for the total amount paid minus a 15% Restocking Fee.*
*Note: “Total Amount Paid” includes initial shipping – unless expedited shipping is purchased – but does not include return shipping. Return shipping and insurance is the responsibility of the customer.
Underwear and Earrings
Due to hygiene reasons, Shop.Surf is not able to accept returns on underwear or earrings.
Swimwear can be returned if it is unworn, and in its original condition with all tags and hygiene liners attached. We recommend trying on swimwear over underwear as soiled items will not be accepted for return and will be returned to you at your own expense.
Wetsuits must be handled with care as badly creased wetsuits may not be accepted for return unless faulty.
Surfboard sales are final. No returns unless damaged upon receipt.
For your security and that of the item you’re returning, we highly recommend insuring return packages against loss and damage. A tracking number is also highly recommended as we cannot issue refunds for items which are not received. Shop.Surf cannot accept COD deliveries. If you have any additional questions, please contact Shop.Surf Customer Service at Support@Shop.Surf