At Surf Gear Shop, we’re stoked to get your gear to you fast and make returns hassle-free when needed. Whether you’re prepping for your next kitefoil session or upgrading your SUP setup, we’ve got your back with straightforward shipping and returns.

Shipping Information

Order Processing

We typically process orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two shipping methods to get your water sports gear to you:

  • Standard Shipping (£12.95): Shipped via DHL or FedEx with delivery in 10-15 business days after dispatch
  • Free Shipping: Available for orders over £50, shipped via EMS with delivery in 15-25 business days after dispatch

Note: Delivery times are estimates and may vary depending on your location and customs processing. We currently ship worldwide except to some Asian countries and remote regions.

Payment Methods

We accept: Visa, MasterCard, JCB, and PayPal

Returns & Exchanges

We want you to be completely stoked with your gear. If something isn’t right, we’ll help sort it quickly so you can get back to the waves.

Our Return Policy

You have 15 days from the date you receive your order to initiate a return or exchange. All returned items must be:

  • In original condition with tags attached
  • Unused and in resalable condition
  • In original packaging (especially important for fragile kiteboarding equipment)

Important Hygiene Note

For hygiene reasons, we cannot accept returns on:

  • Men’s wetsuits
  • Rashguards & neoprene
  • Neoprene accessories
  • Kitesurf harnesses

Exceptions are made if these items are faulty.

How to Return an Item

  1. Contact Us: Email [email protected] with your order number and reason for return within 15 days of delivery.
  2. Wait for Approval: We’ll respond within 2 business days with return instructions.
  3. Package Securely: Pack your item(s) carefully, especially fragile gear like kiteboards or foil equipment.
  4. Ship It Back: Send your return to our warehouse at:
    Surf Gear Shop
    22 Beechwood Ave
    Londonderry, GB CH8C 4ER

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or incorrect. We recommend using a trackable shipping service and purchasing shipping insurance for valuable kiteboarding equipment.

Refunds

Once we receive and inspect your return:

  • Refunds will be processed within 5 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable

Exchanges

Need a different size or color? Here’s how exchanges work:

  1. Follow the return process above
  2. Include a note specifying what you’d like instead
  3. We’ll ship your replacement once we receive the original item

If the exchange item costs more, you’ll need to pay the difference. If it costs less, we’ll refund the difference.

Faulty or Damaged Items

If your gear arrives damaged or faulty:

  • Contact us immediately at [email protected]
  • Include photos of the damage
  • We’ll arrange a replacement or refund and cover return shipping

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Surf Gear Shop Team,

I would like to return/exchange the following item(s) from my order #[Your Order Number]:

Item Name: [Product Name]
Reason for Return: [Please specify – wrong size, faulty, changed mind etc.]

Please advise on the next steps for my return/exchange.

Best regards,
[Your Full Name]
[Your Contact Information]

Questions?

Our team of water sports enthusiasts is here to help! Contact us at [email protected] with any questions about returns or exchanges.

Now get back to planning your next session – we’ll handle the return details!