Customer Service

Promotions and Gift Certificate FAQ

 What do I need to know about promotions?

> Promotions, discounts and promotional codes (collectively "Promotions") are valid for the specified time period for online purchases of merchandise only and may be used one time only unless otherwise stated.

> One time use Promotions must be used in their entirety in a single purchase. Any amounts not redeemed in the applicable purchase will be forfeited. Promotions cannot be combined with other promotions.

> Promotions do not apply to gift certificates, shipping, GST or duties or similar services.

> Promotions cannot be applied retroactively to previously placed orders or to orders that have been adjusted.

> Free shipping promotions are valid for Australian standard ground shipping within the Australian mainland and Tasmania.

> For promotions requiring a minimum order size, charges for shipping and credits from gift certificates do not count towards the minimum order size requirement.

> For promotions where you must buy 1 (or more) item(s) to get a reduction on the second (additional) item(s), the discount will be applied at checkout to the lower priced item.

> If merchandise was purchased with a Promotion and subsequently returned, you will be issued a credit or refund at the promotional price and, if the Promotion has expired, it cannot then be applied to a replacement or future order.

> If you return a gift that was purchased with a Promotion and the Promotion has expired, you cannot apply the expired Promotion to a replacement or future order.

> Promotional items are available only while supplies last; SurfStitch does not issue rain checks for items that run out of stock.

> SurfStitch can, at its sole discretion, extend or terminate a Promotion at any time.

 Can I purchase or redeem a Gift Certificate online?

Sure. Gift Certificates can be purchased online. Click here to purchase your Gift Certificate online. SurfStitch Gift Certificates can be redeemed online for any product.

 How do I redeem my gift certificate?

To make a purchase using your Gift Certificate you must first register on our site. (see "how do I register"). At the checkout screen you will be able to enter your Gift Certificate number in the field "Redeem your Gift Certificate". This will deduct the full amount of the Gift Certificate from your order total. If your Gift Certificate is more than the total purchase, the total purchase amount will be deducted from your Gift Certificate, and you will be able to use the remaining amount for future purchases.

 Product FAQ

 Do you have sizing information?

We have added a size charts link to each product page that contains a product with sizing. Reference the size charts to help determine your size when ordering. Because sizing and cut will vary between brands, please use this chart as a general guide to compare the various size scales. If you are between sizes or need assistance selecting the proper size please contact us by live chat or email.

 How should I care for my products?

To fully enjoy your new products, make sure you read the item's label and follow the care instructions.

 Website and your account FAQ

 How do I find an item?

Use our online search tool to locate the product. Simply enter all or part of the product name in the search field on our homepage and hit search.

 How do I shop by brand?

To see a complete list of the brands we currently have on the site, simply type "brands" to the search box or click on "Brands A-Z" in any of the drop down menus. Alternatively you can type the name of the brand into the search box and you will be directed to the brand's landing page.

 How do I change my account information?

Log in to your account by clicking on the My Account tab located in the top right hand corner of any page's navigation bar.

1. Enter your email address and password

2. Click on the "Continue" button

3. You will now be logged into your account

4. Click on the "Edit" button located next to section you wish to edit

5. Update your new information

6. Click on the "Make Changes" button

 What if I forgot my password?

If you forget your password, we can email it to your account's email address. If you would like to do that now, please follow the instructions below:

1. Click on My Account located in the top navigation bar

2. 2. Directly under the password field is a link that says "I forgot my password". You will be taken to the password screen, where you will be prompted to enter in your email address

3. Type your email address and click the "Get Your Password". We will send an email with a temporary password. For security purposes, your original password will be reset by our system

4. Go back to the SurfStitch homepage and continue to shop

5. When you're ready to proceed to check out, enter your email address and your new temporary password. You can change your temporary password by clicking on "edit" under My Account

To protect your security, SurfStitch will automatically delete any saved credit card information if your password is changed. Simply re-enter any credit card information you wish to store the next time you shop with us.

Please note: your password is case-sensitive.

At what hours is the customer service available?

SurfStitch customer service department is available by phone or live chat Monday to Friday, 8:30am to 7:30 pm AEST and Saturdays 9:00am to 5:00pm.

 Affiliate Program

 Can I become a Surfstitch affiliate?

Join many of the surfing world's best known companies and become a SurfStitch Affiliate. If you have a website that is dedicated to surfing, we'd be stoked to team up with you. SurfStitch is Australia's #1 online independent surfwear retailer selling all the best brands and highest quality products. If your website's visitors are looking for these types of products, we are the obvious company to team up with. SurfStitch uses the most advanced proprietary systems for tracking affiliate traffic. We will pay you a commission on any sales that originate in your website. Additionally, our design partners will custom design a banner that meets your specifications. 

Please contact us at CustomerService@SurfStitch.com if you would like to get involved - hey, it beats working!

 Privacy Policy

 What is SurfStitch's Privacy Policy?

SurfStitch understands that you want to maintain your privacy. All information about you is kept confidential and will not be used in ways that you have not consented, and we will not sell or disclose any information that identifies you to a third party without your explicit approval, except to the extent necessary to comply with applicable law, legal process or in the event of a merger, consolidation, or sale of all or substantially all of SurfStitch's assets. 

Sometimes, we will run a promotion or contest in conjunction with a third party. We may ask your permission to give that third party access to your name, address, and email address. You can opt out of this kind of offer at any time by emailing us.

Contact SurfStitch

Feel free to contact us any time by:

Email: CustomerService@SurfStitch.com

Live Chat (8:30 am to 7:30 pm Monday to Friday, 9am to 5pm Saturday and Sunday)

All product returns should be made to:

SurfStitch Returns Dept.
Locked Bag 7
Gold Coast MC
QLD 9726
Australia