FAQ

We will be happy to assist you at +33 5 33 78 06 00 or by email at contact@hawaiisurf.com (Monday to Friday from 9am to 1pm - 2pm to 6pm). Please prioritize phone calls for any emergencies!

We will strive to respond to you as soon as possible.

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

If you do not reach the order confirmation page, it is possible that your order was not successfully placed due to a navigation issue.

If you have not received a confirmation email, please check your spam folder. If you have received nothing, please contact our customer service at contact@hawaiisurf who will be happy to assist you.

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

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

We regret to inform you that once your order has been confirmed, we can no longer cancel or modify it. However, please do not hesitate to call us to see if we can still do something at +33 5 33 78 06 00. If you need to make changes, you will need to place a new order. In this case, you have two options:

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

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

1. Shipping the order and refunding the amount via the payment method used during the purchase. Full refund if only one product was ordered.
2. Choosing a similar product in terms of price and shipping your order.

If we do not hear back from you within 24 hours, we will proceed with shipping the available products and refunding the missing item. If only one product was ordered, we would refund the entire order.

FRANCE :

• Home (standard format): €6.99
• Pickup Point (standard format): €4.99
• Large items (excluding format: surf, snowboard, skis, bike): €39.99
• Rigid stand up paddle (SUP): from €100 (the shipping cost will be determined upon quote by our customer service after receiving and analyzing your order)

CORSICA:

• Home
  (standard format): €19.99
• Pickup
  Point (standard format): €17.99
• Large items (excluding standard format: surf, stand up paddle, bike, etc.): the shipping cost is determined upon quote by our customer service after receiving and analyzing your order

EUROPEAN
UNION:

• Home
  (standard format): €9.99
• Pickup Point (standard format): €7.99
• Large items (excluding format: surf, stand up paddle, bike, etc.): €59.99

ISLANDS
OF THE EUROPEAN UNION (Balearic Islands, Sardinia, Sicily, Crete, and Canary Islands):

• Home
  (standard format): €34.99
• Pickup Point (standard format): €32.99
• Large items (excluding standard format: surf, stand up paddle, bike, etc.): the shipping cost is determined upon quote by our customer service after receiving and analyzing your order

UNITED KINGDOM

For logistical and financial reasons, we do not deliver to these destinations.

Delivery times vary depending on your location and the shipping method
chosen. Here is a general estimate:

FRANCE:

• Standard Delivery: 2 to 3 business days (Corsica + 3 to 5 business days)
• Large Item Delivery: 5 business days (Corsica + 3 to 5 business days)

EUROPEAN UNION:

• Standard Delivery: 3 to 5 business days.
• Large Item Delivery: 5 to 7 business days.

In order to best meet your expectations and depending on the type of products, we offer a varied selection:

• Home delivery
• Delivery to a pickup point
• Free pickup at our headquarters in Bayonne

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

We currently ship to countries within the European Union.

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

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

However, it is essential that the customer carefully inspects the equipment in the presence of the delivery person and makes any necessary complaints. Be sure to take photos of any damage. In case of major issues, it is best to refuse the merchandise. In any case, you will need to inform our customer service about the problem encountered.

Under no circumstances can Hawaiisurf be held responsible if damage to a package or product is not reported and no complaints have been made.

Your selection of a pickup point is made after the payment of your order. Once your purchase is confirmed, you will have access to our carriers' map to choose from the available pickup points near your billing address. If none of the proposed pickup points suit you, or if you wish to be delivered to a pickup point in another region, please contact our customer service: we will do our best to accommodate your request.

NO EXCHANGES ALLOWED:

At HawaiiSurf.com, we want you to be completely satisfied with your
order. We do not offer exchanges, for a new size or
another model, you will need to place a new order.

If an item does not suit you, you can return it for a refund under certain conditions, see below.

RETURN PERIOD:

You have 30 days from the receipt of your order to
make a return using our online form.

RETURN CONDITIONS:

Returned items must be new, unworn, accompanied by their
original tags, and sent back in their original packaging for the refund to be accepted.

Otherwise, a deduction will be applied. A minimum of 30% of the refund amount will be withheld if the item or its original packaging is damaged, incomplete, or unsuitable for resale.

Please do not stick the return label directly on the box or the original packaging of the item. Make sure to protect the original packaging by using
a suitable cardboard box or shipping envelope.

RETURN FEES (excluding warranty claims):

• Standard items: starting from July 1, 2026, returns will become paid on our site: in France: €3.99 in Europe: €5.99
• To simplify your process, we provide a prepaid return label through our partner GLS, at a negotiated and advantageous rate. Payment is made at the last step of the online form
• Bulky items: return fees are your responsibility, a pickup with our carrier will be necessary: the shipping cost is established upon request by our customer service after receiving and analyzing your request.

Return fees will be covered by us in case of:

• damage to the merchandise or
• order preparation error (e.g., wrong item received, wrong size)
• warranty claims

PROCEDURE:

• Access our return portal: click here
• Select the item(s) to return and follow the instructions to submit your request.
• Depending on the reason for the return, photos may be required for the request to be approved.
• Choose the GLS drop-off point from which you wish to make your return (for standard items only).
• Pay the corresponding return fees.
• Once your return request is registered, our customer service has 48 hours to approve (or deny) it.
• Once the request is approved, you will receive an email containing a prepaid return label (for standard items only).
• Once the refund is processed, you
  will receive a confirmation email.

NON-RETURNABLE PRODUCTS AND PENALTIES:

• Customized or engraved items.
• Used, worn, and unwrapped items or those missing tags: a penalty may be applied to the
  refundable value of the merchandise.
• Hygiene products (underwear, swimwear, socks) if they have been worn or if the original protective
  hygienic film is no longer on the product.
• Gift cards and products marked as "final sale."
• Attention! We do not accept returns in the original product boxes: a penalty may be deducted from your refund (for example, if you return a pair of shoes, place them in their box, then pack
  that box in the original carton or another packaging. Do not stick or tape a label directly on the brand's shoe box).

You can track the progress of your return package at any time using the
provided tracking number, directly on the GLS website:
https://gls-group.eu/FR/fr/suivi-colis/

From the date your package is received in our warehouse, we
have a period of 7 business days to check the items and validate your return. The refund will then be processed to the payment method used for your order.

If you have not received your refund after this period, feel free to contact our customer service.
Please also note that processing the refund by your bank or card issuer may take additional time.

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.

We accept most major credit cards. We also offer Apple Pay, PayPal, Alma, and other real-time bank transfer options. You will be able to see all the payment options available to you after entering your shipping and billing address in our checkout process.

For greater peace of mind, we offer you the option to spread your payments over 2 to 10 installments depending on your eligibility via our secure provider Alma. The countries eligible for Alma are: France, Spain, Portugal, Germany, Italy, Belgium, Netherlands, Luxembourg, Austria, Ireland.

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

You can view these payment options directly from our product pages as well as in the checkout process under the "secure payment" section.

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

If you have a promotional code or a gift card, you will have the option to use it during the checkout process by entering it in the "Promo Code or Gift Card" field.