FAQs

Discover the answers to the most frequently asked questions. Of course our team will still be delighted to meet you on the phone 05.33.78.06.00 or by email contact@hawaiisurf.com. Please use the telephone for any emergency.

FAQs

Order

How to contact customer service?

We will be delighted to assist you at 0533780600 or by email contact@hawaiisurf.com (Monday to Friday from 9/1 p.m. - 2/6 p.m.). Please use the telephone for any emergency.

We will do our best to respond to you as soon as possible.

How do I know if my order is processed correctly?

Once you have placed an order, a confirmation page opens with an order number, followed by a confirmation email to the email address you provided in the payment section of our site.

If you do not arrive at the order confirmation page, your order may not have been placed correctly due to a navigation problem.

If you have not received a confirmation email, please check your spam folder. If you have not received anything, please contact our customer service contact@hawaiisurf who will be happy to help you.

How to track my order ?

As soon as your order leaves our warehouse, you will receive an email with tracking details. At that point you will be able to track the progress of your order until it is delivered to your home.

Please note that tracking information will only be activated once your order has been released to the carrier

Can I cancel or modify my order?

We regret to inform you that once your order has been confirmed, we will no longer be able to cancel or modify it. If you need to make any changes, you will need to place a new order. In this case, two options are available to you:

  1. Refuse delivery when the carrier presents it.
  2. Accept the delivery, then initiate a return by following our procedure.

An ordered product is not available?

If one or all of the items in your order are out of stock, we will contact you to offer:

  1. Sending the order and reimbursement via the payment method used during the purchase. Full refund if only one product ordered.
  2. Choice of a similar product in terms of price and sending your order.

If we do not hear back from you within 48 hours, we will send the available products and reimburse the missing item. If only one product was ordered we will refund your entire order.

Shipping

What are the shipping fees ?

FRANCE :

  • Gls Parcel Shop : €5.90 / Free from €85
  • Gls Standard : €6.90 / Free from €85
  • Colissimo : €7.90
  • Gls Express : €14.90
  • Bmv : €20 (items bulky itmes : surfing, stand up paddles, bikes, etc.)
  • Bmv Express : €45 (items bulky itmes : surfing, stand up paddles, bikes, etc.)


EUROPEAN UNION :

  • Gls Parcel Shop : €9.90 / Free from €200
  • Gls Standard : €10.90 / Free from €200
  • Bmv : €30 (items out of size: surfing, stand up paddles, bikes, etc.)
  • Bmv Express : €65 (items out of size: surfing, stand up paddles, bikes, etc.)

What are the delivery times ?

FRANCE :

Standard Delivery : 2 to 3 working days. (Corsica + 3 days)

Standard delivery of non-volume products : 5 working days. (Corsica + 3 days)

Express Delivery : 1 to 2 working days.


EUROPEAN UNION :

Standard Delivery : 3 to 5 working days.

Standard Delivery of non-volume products : 5 to 7 working days.

Delivery times vary depending on your location and the shipping method chosen. Please note that these delivery times are estimates and may be subject to variations due to exceptional circumstances or factors beyond our control. 

What are the delivery methods?

In order to best satisfy your expectations and depending on the type of products, we offer you a varied choice:

  • Home delivery
  • Delivery to relay point
  • Delivery to Hawaiisurf store

Depending on the products, these delivery methods will be available as standard or express.

Which country do we ship to?

We currently ship to European Union countries.

To inquire about shipping to another destination, please contact us at contact@hawaiisurf.com

How are surfboards shipped?

We take the packaging of fragile items like surfboards very seriously. Each board is carefully wrapped in bubble wrap and placed in a sturdy cardboard box.

However, it is essential that the customer checks the equipment carefully in the presence of the delivery person and expresses reservations if necessary. Remember to take photos of the damage. In the event of a major problem, it is preferable to refuse the goods. In all cases, you will need to inform our customer service of the problem encountered.

Under no circumstances can Hawaiisurf be held responsible in the event of failure to report damage to a package or product if no reservations have been expressed.

Return & Refund

How to return a product ?

You have 30 days to make a return, please complete our online return form .

  • Free returns * for standard products, excluding bulky items (Surfboard, Stand up Paddle, Skis, Snowboard, Surf Packs Ski Packs, Snowboard Packs, Bikes, etc.)

  • Return at your expense for bulky items (Surfboard, Stand up Paddle, Skis, Snowboard, Surf Packs Ski Packs, Snowboard Packs, Bikes...) The items must be returned
    at your expense and by your means .

All items must be returned new in the same condition in which they were received, be unworn/unused , have all tags still attached, and include all original packaging.

Please note that we cannot accept returns of products for which assembly/customization has been carried out at your request.

Which products are not eligible for return?

Please note that we cannot accept returns of underwear type products for hygiene reasons as well as items for which assembly/customization has been carried out at your request.

How many days does it take for a refund?

Refunds are processed within 14 days of receipt of the item(s).

How to make an exchange?

To exchange an item from your last order, simply return it for a refund and place a new order on hawaiisurf.com. Unfortunately, we cannot offer direct exchanges.

Payment

What are the payment options?

We accept most major credit cards. We also offer Apple Pay, PayPal, Alma, iDeal, Sofort and other real-time bank transfer options. You will be able to see all the payment options that will be offered to you after entering your delivery and billing address in our purchase funnel.

Is it possible to pay in several installments?

For greater peace of mind, we suggest spreading your payments over 2 to 10 times depending on your eligibility via our secure service provider Alma. Countries eligible for Alma are: France, Spain, Portugal, Germany, Italy, Belgium, Netherlands, Luxembourg, Austria, Ireland.

We also offer payment in several installments via Paypal depending on your eligibility.

You will be able to consult these payment terms directly from our product sheets as well as in the purchase funnel in the "secure payment" section.

Is my payment secure?

The safety of our customers is our top priority, and we are committed to ensuring that their online purchases are protected. To this end, we are fully compliant with PSD2, a recent European directive relating to payment services. PSD2 aims to strengthen the security of electronic transactions by further protecting consumers against fraud.

How to use a discount code or gift card?

If you have a promotional code or gift card, you will be able to use it in the purchase funnel by entering it in the “Promo Code or Gift Card” box.

Another question ?

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