Where do I locate the size of an item in eBay?
If an item in our eBay store has several sizes available there will be a drop menu located near the price of the item. If there is only one size available for a particular listing the Item Specifics section in the Description will show the size of the item available. Please ensure you have checked the size of the item you are buying as this cannot be changed after your purchase is complete. We are unable to change sizes on orders if you send us a message in PayPal or email us after the purchase is completed.
Are you able to measure items?
Unfortunately as our warehouse is now offsite we will no longer be able to measure stock.
What other sizes or styles do you have in a particular item listed in your eBay store?
Our eBay store sells a range of products that are also available on our main website SurfStitch. If a particular size or style you are after is not displayed in our eBay store you can check out the website directly to see if we have any other sizes or styles available.
Is your footwear listed in Australian sizes?
As a general rule, our sizes are in US sizes (this is the same as AUS sizes). If you are concerned or need any clarification please contact us.
Do we offer combined postage?
The eBay store offers orders for single items only. Unfortunately we do not offer combined postage for multiple orders placed on our eBay store. We are unable to consolidate postage or orders if you place more than one order on our eBay store.
If you would like to order several items you may like to head to our website SurfStitch to place one order. We offer free shipping within Australia on all orders over $50.
Are the prices of items negotiable?
All our prices are set in our eBay store. We do not offer discounts for multiples items purchased.
The price of the item has changed?
Prices are subject to change without notice. All credit cards are charged in Australian Dollars. Non-Australian currency figures are all approximations based on an exchange rate.
Can you hold an item so I pay at a later date?
Instant payment is required after you agree to purchase an item, and needs to be completed after you have clicked 'commit to purchase'. Payment is via PayPal only. This is the quickest and easiest way to pay. We are unable to accept cheques or bank transfers. We are unable to hold items or orders for customers to pay at a later date.
How do I pay for my item?
Payment is instant via the eBay store (PayPal only). Please visit www.paypal.com to sign up if you do not have an existing PayPal account. Payment is charged to your PayPal account immediately and you will receive an email confirming your purchase from eBay. You will also receive an email confirming payment from PayPal.
How much is postage?
*Express delivery is not valid for extra heavy orders (over 5kg), bulky orders or any orders over $100. In these cases your order will be shipped via eParcel which is a regular post service.
See below for a list of shipping costs for extra heavy or bulky items:
Large Surfboard Racks* and Multi Surfboard Travel Covers - $19.99
Surfboard and Softboards - $49.99
Bikes - $49.99
SurfStitch reserves the right to change the shipping method of an order if these guidelines are not met.
*Excludes Solid Racks - these will be quoted after your order has been placed.
How much is International Postage? USA, New Zealand, Canada, Hong Kong and Japan
International DHL orders are sent a tracking number with your Shipping Confirmation email. All shipping is subject to weight and volume. Shipping costs will be calculated and displayed during checkout for these countries. You can also use the postage calculator in the listing to calculate the cost of shipping. Please note shipping to the United States, Japan, Canada and Hong Kong is not free, even if purchasing several items. Orders are generally received between 3-7 business days.
Please see our shipping info page for shipping costs to your country.
Will International orders incur any customs or duty charges?
International orders may be subject to local charges. Any customs or import duties and associated fees are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. SurfStitch cannot be held responsible for any additional charges on your order, nor can we accept a return of the order in this case. Customs policies vary widely from country to country, so please contact your local customs office for further information. If you refuse to pay these charges your parcel may be abandoned, and SurfStitch will not be held responsible for any loss of funds as a result of this occurrence. We cannot mark International orders as a gift in order to bypass or reduce any customs fees. This is an illegal practice and as an established business we will not do this.
When will my order be shipped?
Orders placed before 2pm Monday - Friday will generally ship on the same day, and orders placed after 2pm will generally ship the next business day. When you place and pay for an order you will receive an email confirmation with an estimated arrival date for your order. Deliveries are made Monday to Friday.
How will I know when my order has shipped?
You will receive a notification and shipping email when your order has shipped. This email will contain a tracking number, which you can click on to track the delivery of your order. Tracking will generally begin working after 6pm on the day your order was shipped.
Are you able to change my shipping address?
Orders are processed very quickly in our eBay store, with the orders being sent through to dispatch as soon as they are placed. This makes it extremely hard to change any shipping details in an order once it has been placed.
Please ensure you have the correct shipping address in both your eBay account and your PayPal account before placing your order. You are asked to confirm this address twice.
If you believe any details of your shipping address are incorrect you will need to email through to us immediately and we will attempt to intercept the order to change the details. Unfortunately, we cannot guarantee that we can change any aspects of any orders once placed. We do offer refunds if you receive an item you are not happy with.
I have placed an order and I just noticed the different colour / size / style for an item I just purchased - can you change my order?
We are unable to amend any orders once they are placed. Please ensure you view the size in the description box in eBay so you are clear about the size you are viewing. If there are multiple sizes available to order there will be a drop down menu near the size price and you will be able to select the size you wish to order. If the size is not available to select, we do not have it in stock. Please ensure you view the order details in your eBay and PayPal account before confirming your order.
How do I return my item/s?
If for any reason you would like to return your product to us please follow the simple steps below:
1. Complete the Returns section on your invoice (attached to your shipping email) & enclose with your return merchandise. Be sure to complete all fields to ensure prompt turn around.
2. Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.
SurfStitch eBay Returns
Locked Bag 7
Gold Coast MC, QLD 9726
4. For security and peace of mind, we strongly suggest insured registered post as SurfStitch is not liable for lost return parcels.
5. Once received in our warehouse, we will inspect and process the goods within 72 hours. You will then receive an email to notify that your return has been processed.
If you are wanting to return boxed or packaged goods, they must be returned in the original unmarked packaging and in good condition. If the items are being posted back, 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 exchange or refund the goods.
Due to hygiene reasons, SurfStitch.com is not able to accept returns on underwear or earrings unless faulty.
Swimwear can be returned if it is unworn, and in its original condition with all tags and protection stickers attached. Please note that all swimwear that is sold in a set must be returned in a set.
Do you offer exchanges?
Our eBay store offers refunds only. If you have ordered an item and do not wish to keep it you will need to send it back for a refund only. If you want to be able to exchange items you may want to head over to our SurfStitch website, as we offer size exchanges for orders placed directly on our website.
My item has arrived faulty - what is the procedure?
If you have a faulty item that you would like refunded, repaired or replaced, please contact our customer service team at firstname.lastname@example.org before sending the item back. If emailing regarding a fault, please attach pictures of the fault so the item can be assessed before a return is approved. In cases where a faulty item was received a pre-paid shipping label can be emailed to cover the return costs on the faulty item.
Faulty items may be returned outside of the regular returns time frames providing the item is still under warranty. Some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed on a regular basis via email updates. This process usually takes around 2 weeks and once completed you should receive your refund or replacement within 1-3 business days.
Watch returns: Each manufacturer may have different warranty periods or service standards for faulty items. SurfStitch works closely with its brands to ensure faulty items are dealt with promptly, but we have no control over the repairs or assessment process for warranty issues. In most cases, products returned in used condition will be repaired instead of replaced and will not be refunded unless repair is impossible. For more information on your products warranty, please contact the brand directly.
I have checked my tracking and it shows that my parcel has been delivered. I cannot locate my parcel. Can you assist?
You are able to track your order using the tracking number given when your order ships. When you double-click on the tracking number your tracking information will be displayed.
If you have received a tracking number beginning with AKZZ this is a StarTrack tracking number. Express delivery is a no signature required service. This means that the courier will generally leave your order at the front door or letterbox. Please ensure you choose an address where someone will be present to receive the delivery, such as a work address.
If you have ordered a heavy/bulky item your order may have been shipped regular post and not express. This is a signature service and if you are not present to receive the delivery they will take your parcel to the local post office. If you have checked your Australia Post tracking and have any issues you can give Australia Post a call on 13 11 18 and quote your tracking number beginning with NLP to obtain further details regarding the delivery of your order.
I'm unsure of something. Who can I contact?
Our customer service team is available Monday to Friday 8am - 4:00pm AEST to answer any questions. Please email us at email@example.com and we will respond to you as soon as possible.
*Please note - Enquiries made after 4pm Friday afternoon will be attended to as soon as possible the following business day.