FAQ

We will be happy to assist you at +33 5 33 78 06 00 or by email at [email protected] (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 more items in your order are in stock, we will contact you to offer:

1. Shipment of the order and refund via the payment method used at purchase. Full refund if only one product was ordered.
2. Choice of a similar product in terms of price and shipment of your order.

If we do not hear from you within 48 hours, we will proceed with shipping the available products and refunding the missing item. If only one product was ordered, we will refund the entire order.

DELIVERY RATES

FRANCE :

• DPD Relay Point: €4.90 / Free from €149.95 (List of relay points)
• DPD Predict: €5.90 / Free from €149.95
• Gls Relay Point: €7.90 / €2.90 beyond (List of relay points)
• Gls Standard: €7.90 / €2.90 beyond
• Gls Express: €19.90
• Bmv: €29.9 (non-standard items: surfboards, stand up paddles, bikes...)
• Bmv Express: €49.9 (non-standard items: surfboards, stand up paddles, bikes...)

EUROPEAN UNION:

• DPD Predict: €5.90 / Free from €199.95
• Gls Relay Point: €9.90 / Free from €199.95 (List of relay points)
• Gls Standard: €10.90 / Free from €199.95
• Bmv: €39.9 (non-standard items: surfboards, stand up paddles, bikes...)
• Bmv Express: €59.90 (non-standard items: surfboards, stand up paddles, bikes...)

CANARY ISLANDS:

• Standard International: €100

INTERNATIONAL:

• Can't find your country? We deliver worldwide, contact us for any quote requests!

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

FRANCE:

• Standard Delivery: 2 to 3 business days. (Corsica + 3 days)
• Standard Delivery for oversized products: 5 business days. (Corsica + 3 days)
• Express Delivery: 1 to 2 business days.

EUROPEAN UNION:

• Standard Delivery: 3 to 5 business days.
• Standard Delivery for oversized products: 5 to 7 business days.

Please note that these times are estimates and may be subject to variations due to exceptional circumstances or factors beyond our control.

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

• Home delivery
• Delivery to a pickup point
• Pickup (Free) at our headquarters in Bayonne
• Delivery to Hawaiisurf Paris store (on request)

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 [email protected]

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.

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

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

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

Regardless of the items, they 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 such as underwear for hygiene reasons, as well as items for which assembly/customization has been done at your request.

Please note that we will not be able to accept returns of products such as underwear for hygiene reasons, as well as items for which assembly/customization has been carried out at your request.

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

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, iDeal, Sofort, 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.