CAN I EXCHANGE MY GARMENT FOR A DIFFERENT SIZE/STYLE?
Yes, we do offer exchanges on our products. Please email or call to discuss and organise.
DO YOU GUYS ACCEPT RETURNS?
Unfortunately we don't. As a small family business, we don't have the power of some of our major competitors and can only offer exchanges. But don't worry, we have plenty of great pieces you can exchange for, or we could even help you get your outfit sorted. Please call us to discuss if you are unhappy.
CAN I CHANGE MY MIND AFTER I HAVE PLACED AN ORDER?
Yes it is possible - please call us on (03) 434 5834 to see if we have packed and sent your order and if we haven't, we will arrange to change it for you.
HOW DO I SEND BACK AN ITEM?
To send back an item for exchange, please email us at firstname.lastname@example.org to discuss all options first.
HOW DO I USE A PROMOTIONAL CODE?
Once you're at the checkout stage, enter your promotional code into the designated field, and click 'Apply Code'. If the code is valid, your discount will be applied! Please note, only one promotion/discount code is redeemable per order.
WHAT IF MY ITEM IS FAULTY?
First of all, sorry about your faulty item. We will aim to solve this issue for you as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process or just give us a call on (03) 434 5834 within our store opening hours. Alternatively contact us at email@example.com to discuss.
HOW LONG DO I HAVE TO EXCHANGE AN ITEM?
We offer exchanges for items that are full price and returned to us within 30 days after you have received your order.
HOW LONG IS DELIVERY?
National orders-Once your parcel has left our store, it should arrive to you in approximately 2-5 business days, depending on the delivery method you chose and what area you live in. International orders will take between 1-3 weeks.
WHAT IF I AM NOT HOME WHEN MY ORDER IS DELIVERED?
If you are not at home when your package arrives, the courier may leave a card in your letterbox. Follow the instructions on the card to organise pickup.
For international orders, if no card is left, you should check with your local post office, as all international deliveries require a signature.
WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?
Once your parcels have left our store, they are then property of the courier company. Soul Surf & Skate is legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Contact us at firstname.lastname@example.org
HOW DO I KNOW WHAT SIZE I AM?
We don't have a size chart available on our site, as our brands and styles vary significantly. We have a team member on our shop floor during our physical store hours if you'd like to call us for advice on what size would work best for you. Please call 03 4345834 or email us at email@example.com
If you are unsure of a garments care label, always ‘cold hand wash’ to avoid any damage in the garments fabric. For garments that specify dry-clean only, we recommend the use of a specialty dry cleaner. If an item is made from viscose, we recommend this to be a cold hand wash or spot clean if possible. If your garment is damaged because it was washed incorrectly, we are unable to accept this back as a return.
WEAR AND TEAR
If you damage a garment after wearing it e.g a button falls off or the zip breaks because of ‘wear and tear‘ we cannot accept these garments back for a return or exchange.
NEED ANY FURTHER HELP?
Our team at Soul Surf & Skate are always working to improve your experience with our store. We really appreciate your feedback and ideas and are always happy to hear from you.
We are also here to provide you with assistance in all aspects of your shopping experience. So feel free to email us or chat with us on (03) 434 5834