Free Returns - Ordering is Easy & Risk Free!
SurfStitch is committed to customer satisfaction- if you receive any merchandise that you are unhappy with for any reason, simply return it to us within 30 days*, in the condition that you received it and we will happily exchange size or refund*. We will also ship your size exchange request back to you, for free!
Please note we do not hold exchanges; In the instance your request has sold out you will be refunded back to the payment method used to place the original order. 30 days commences the date order has been ordered* and return must sent within 7 days of booking your return.
FULL PRICE AND SALE ITEMS
30 DAYS TO REFUND & EXCHANGE SIZE
NO RETURNS (unless faulty or incorrect item received)
For New Zealand returns information please click here.
For International returns information please click here.
How to Return...
To return any items from your order simply log your return online before sending anything back.
1. Enter your order number and email address used to place th eorder and select the item(s) you're returning
2. Download your Australia Post label
3. Print your return postage label and you’re ready to drop off to the post office! Don't have a printer? Don't worry, you can download the label onto your phone and have the post office scan this for you
Track your Return...
2. Enter your tracking number. This can be found on your returns postage label.
Faulty Item Returns
If you have a faulty item that you would like refunded, repaired or replaced, please view our Faulty Item Returns Guide on our Terms and Conditions page. A refund will only generally be offered if the item cannot be repaired or replaced dependent on the brands warranty terms.
Return Terms and Conditions
All items returned for refund or exchange must be returned in the original condition with tags attached (unless faulty). 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).
SurfStitch provides one prepaid label per order for a return, if you require to send other items back or are returning an exchange you will need to pay for this return to our return address with your order number as reference.
Your return must sent within 7 days of booking your return, failure to do so will result in your return being rejected and sent back at your own cost.
Returning an Exchanged Item or not using our prepaid label?
Our free returns policy only covers one free return with the idea being that we get you the correct size if the original was not suitable. If you are returning the size that was exchanged this is not covered, so you will just need to return this to us at your own cost and not through our online returns portal. *Please note the same returns policy and time frames apply to exchanges.
Our Returns Address
Please mail your return to:
SurfStitch Returns (Your Order Number)
Locked Bag 7
Gold Coast MC, QLD 9726
Please mail your bulky return to:
SurfStitch Returns (Order number)
45-53 Days road , Upper Coomera QLD 4209
Your returned item will be refunded once received and you will receive an email to advise when this has been completed.
Boxed Shoes/Packaged Goods: When returning boxed or packaged goods please ensure you pack them 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.
When returning shoes they must be returned with the box (original packaging) and enclosed in a sealed satchel DO NOT affix the label to the box, your return will be rejected and sent back to you. This is the customers responsibility to ensure all conditions are met prior to taking to the post office or Parcel Point drop off.
Underwear and Earrings: For hygiene reasons, SurfStitch is unable to accept returns on underwear or earrings unless faulty.
Swimwear: Swimwear can be returned if it is unworn, and in its original condition with all tags and protection stickers attached. Swimwear must be tried on over underwear as soiled items will not be accepted for return.
Wetsuits: When returning wetsuits the folding guide must be followed. You can view the folding guide here. Badly creased wetsuits may not be accepted for return unless faulty.
Body Products: Products like skincare, vitamins and boxed/packaged goods are not able to be returned unless in original unopened and unused condition.
Things to remember...
- If a size exchange is required we recommend placing a new order online and returning your original item(s) for refund to avoid exchange sizes selling out. We are not able to honour previously used promotion codes when choosing this option.
- Promotional discount offers will be honoured when exchanging size, but in the case your size request is unavailable or a refund is requested, promotional offers will not be extended to your new order. Any free promotional items should be returned along with your order if you will no longer meet the terms of the offer.
- We are not able to update the shipping address for an exchange request and take no responsibility for lost or stolen packages. If your address has changed, we recommend choosing a refund and reordering.
- Bulky items are excluded from our free returns offer.
- Free returns policy is limited to one return per order. Additional returns must be made at your own expense.
*Items can be returned outside our standard returns periods if the product is faulty under warranty or the incorrect item was received.