Shipping policy

Shipping delays may occur due to the latest COVID-19 outbreak Australia wide.

With disruptions due to covid-19 shipping delays may occur. Also, all shipping companies are experiencing high shipping volumes with may also lead to delays.

PROCESSING/CREATION TIME

All of our items are custom designed and cut with love. We aim to dispatch orders within 2 business days. Larger sign orders or orders that require painting will have additional processing/creation time. Please note that during peak seasons, time frames may vary. If your event is within 2 weeks, please select express postage at checkout, and advise us of your event date in the notes section. Please note: if you have ordered an item that includes a design proof prior to cutting, or if you have specifically requested a design proof, please be sure to check your email regularly. A delay in approval will mean a delay in processing. In these circumstances, we can’t cut your item if you haven’t approved the design 🙂 We attempt to dispatch your order within 24 hours, if ordered on the weekend, we’ll get your out on Monday.
ESTIMATED DELIVERY TIMES All items are sent with tracking numbers unless you choose ‘Regular Post (untracked)’ at the checkout for our smaller items. Regular post generally takes between 3-10 business days. Express post generally takes between 1-3 business days. If you are outside of Australia Post’s Express Post regions, this time may be slightly longer. Please be aware these are only estimations. For a more accurate time frame, please visit https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/ PICKUP There is no pick up option available at this time. Questions about your order? Please contact us at admin@surfcollective.com.au. if you have any problems with your order.

Can we ship internationally?

Currently, we only ship within Australia.

If I buy online, are the items in stock?

Our online stock is linked to our inventory so what you see online is in stock. While we try to keep our inventory as accurate as possible, there will sometimes be errors in the system. In this instance, we will notify you as soon as possible and process a refund on the same day.  delivery. No delivery to PO Boxes.

Click & Collect

We do not offer this service at the moment

Returns

Full priced items – eligible for exchange or online store credit Promotion/sale items – final sale and not eligible for return or exchange If you are not entirely satisfied with your purchase, we’re here to help! We don’t refund on change of mind purchases, however, we do exchange full priced items within 14 days of the order date. Please contact us at admin@sufcollective.com.au with any issues that may arise with your online order. Conditions of Return/Exchange
  • Promotional or sale items are not eligible for return/exchange.
  • Returned items must be unused and in their original condition with all tags attached.
  • The returned item must be in the original packaging (e.g. shoe box).
  • The receipt or proof of purchase must be included with the return.
  • The customer must cover the cost of the return postage for the item (unless deemed faulty by our team).
  • If exchanging an item, the customer must cover the cost of the new item being posted. An invoice for the postage will be sent prior to the new item being sent out.

Returning your online order

If you aren’t happy with your purchase, make sure you have read our conditions of return then follow the steps below:
  • Email us at admin@sufcollective.com.au with your order number and a note explaining whether you require an exchange or credit note.
  • Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel or bubble wrap for protection or the return may be refused.

Defective or Mistaken Items 

We apologise if you receive a product that is faulty or incorrect. If this happens, please follow the below so that we can sort the issue out as quickly as possible for you!
  • Email us at admin@sufcollective.com.au with your order number, a brief description of the fault/incorrect item along a photo of the item.
  • Once we receive your email we’ll let you know the instructions for sending back the item.
  • Upon receipt of the item, we’ll inspect it and provide you with an update. If your return is approved, we’ll initiate a refund to your credit card (or original payment method). The time that it takes for the credit to process will depend on your cards issuer’s policies