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FAQ

Below FAQ are some common concerns of our customers before purchasing at Surfstore.com, if you have other questions, please just send it to: hello@surf-store.com

Q Is ordering online from Surfstore.com secure?

A Yes. We take the utmost care with the information that you provide us when placing an order on our website (or through any other means). The server that hosts our bookstore encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol. During the encryption process, information is scrambled into small bits of code that cannot be read as they travel to us over the Internet. Once we receive the encrypted information, we use a private, one-of-a-kind key to decode it. All of the information you provide during the ordering process is restricted to our staff, and we make sure that all of our employees up-to-date on our security and privacy policies. If you have further questions about the security of ordering online from the Surfstore.com, please feel free to e-mail us at webmaster@surf-store.com.

Q How do I place my order?

A

Once you have finished adding items to your shopping cart and are ready to complete your transaction, move your cursor to the upper-right corner of the screen and click on the “Checkout” icon. You will then be transferred to our secure page and asked to either create a new account or place an order without an account.

If you expect to purchase additional materials from Surfstore.com in the future, you may want to consider setting up an account. If you choose to do so, our site will maintain on file your billing and shipping information so you do not have to fill out this information each time you visit our secure page. You will also have the ability to view your complete history of purchasing and donations made at Surfstore.com.

Once you have decided how to proceed, you will be prompted to enter the name and address of the intended recipient of your shipment (i.e. your delivery information), followed by your billing details. You will have the option of indicating that the shipping and billing details are the same, if applicable.

After providing this information, you will need to click on the "Click to calculate shipping" button to determine your delivery charge, if applicable.

After completing the shipping and coupon discount information, you will need to enter in your payment details. Once you are ready to complete your order, click on the "Submit order" button to the bottom of your screen. You will receive an on-screen order confirmation, as well as a second confirmation via e-mail.

Should you encounter any difficulties during the checkout process, please feel free to contact our customer service department using one of the options listed at the top of this page.

Q How do I view what’s in my shopping cart?

A To view the contents of your cart, click on the “View cart” icon in the upper-right corner of your computer screen. Once you click on this icon, you can easily change the number of copies you want to purchase of a particular item in your cart by updating the quantity listed and then clicking the “Update cart” link. You can also delete any item in your cart by clicking the “Remove” check box to the left of that item and then updating your cart with the "Update cart" link.

Q How will I know that you have received my order?

A

After you complete the checkout process, a receipt will appear on your screen detailing your final order including shipping charges, your billing address, and the items that are being sent to your shipping address. Please keep this receipt for your reference.

You will also receive confirmation via e-mail that we have received your order. (Please be sure to enter your e-mail address correctly on the order form so that we can be sure to deliver your confirmation to you.)

Q What are your shipping and handling rates?

A Shipping and handling rates vary depending on the destination of the order and are based on the total weight and volume of the order. All shipping costs are calculated using Volume and Weight shipping module of Slovenia National Post or DHL.
Free Shipping is available. Exceptions may apply for windsurfing and kitesurf boards, sails, larger bags, booms, masts and other large items.

Q What are your payment options?

A We accept Paypal and four types of major credit cards (Mastercard, Visa, American Express, and Discover), as well as Bank wire transfers. Credit Card payment is provided by Paypal (no account needed)

Q What is your returns policy?

A

We want you to be completely satisfied with your order. If for some reason you are not and you wish to return your purchase, you’ll need log to your account on Surfstore.com and subimt return request. Once you have obtained your approval number, please follow these three easy instructions to return your purchase:

  1. Make sure the item is in resalable condition. We cannot refund or credit returned items that are marked or otherwise damaged.
  2. Enclose a copy of your invoice. Please include a copy of the original invoice (or the invoice number and invoice date) with the returned item so that we can issue the proper credit or refund.
  3. Ship the package to our returns department. To guarantee delivery, please insure your package or ship it by UPS. Returns must be sent prepaid to:

    Surfstore.com
    Tristar d.o.o.
    Poklukarjeva 42
    1000 Ljubljana
    Slovenia, Europe

If you have additional questions about our returns policy, please e-mail our Customer Service department at hello@surf-store.com.

Q How long after placing my order should I expect to receive my shipment?

A All orders are shipped from our warehouse within 2-7 days of the order being placed. Purchases shipped anywhere in the continental Europe will arrive within 7-10 business days of the order date. Orders being shipped outside of European Union generally arrive within 1-4 weeks of the order date.
To keep optimal supplies disposable at all times, we are collecting orders on a weekly basis, between Tuesday and Monday morning 8am. These are then processed, re-stocked and shipped no later than on the following Friday.
Unable to find satisfactory answers ? Contact Support

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