FAQ
If a product is available to purchase online, does that mean the item is definitely in stock?
Our online stock is linked to our physical inventory, so if you can see an item online that means the item is in stock. However, while we try to keep our inventory as accurate as possible, there may sometimes be errors in the system. In this instance, we will notify you as soon as possible and give you the option of waiting for new stock to arrive in store and be shipped out to you, or having your purchase refunded. Should you elect to have your purchase refunded, Oceanfire Surf will process a refund on the same day.
When will my order be delivered?
Most packages (including/excluding larger items) will be delivered to your chosen address in 2-7 business days. Oceanfire Surf has no control over the delivery process and accepts no responsibility for the time it takes for your package to be delivered to you once the item has left our premises.
Please be aware that COVID-19 has had a significant impact on many manufacturers, stockists, and couriers or delivery companies, so delays may sometimes occur. We know you want to get your order as soon as possible, but we ask that you please be patient. Please also be aware that:
- delivery dates may vary due to weekends, public holidays, sale days or unexpected schedule disruptions.
- shipping services may exceed the 2-7 business day delivery time quoted above when shipping to regional areas.
- you should use the tracking information provided in your confirmation email to trace the progress of your delivery and contact the delivery company/courier regarding any delays.
If I’m unhappy with my purchase, can I get a refund?
Oceanfire Surf do not offer refunds on purchases unless the item is defective or faulty. If you change your mind, or you are dissatisfied with your purchase because it is not as you expected or the sizing is incorrect, Oceanfire Surf may be able to provide you with an exchange – e.g., an alternative product, a different size, or a store/online credit. For more information please see our [Returns and Exchanges] section.
Can I return and exchange an item without my receipt?
If you purchased an item in-store (i.e., from the Oceanfire Surf shopfront in Belmont), and decide you would like to exchange it, you must be able to provide a receipt as proof of purchase. Without your receipt we are unable to offer you an exchange of any kind.
If you purchased an item online (i.e., from the Oceanfire Surf online store), and would like to return and exchange it, you do not require a receipt but must be able to provide us with your order number so that we can verify your purchase.
For more information please see our [Returns and Exchanges] section.
Can I return items and exchange them if I purchased the item/s more than 14 days ago?
Unfortunately, no. Oceanfire Surf cannot accept returns or offer exchanges on items that were purchased more than 14 days ago. Please see our [Returns and Exchanges] section for more information.