FAQs
Where do you ship?
We currently ship Australia-wide. International shipping is currently unavailable, however we are working towards making this happen!
Will my order be shipped in multiple parcels?
If you place a large order, or if we have a backorder of a particular item, it may be fulfilled in multiple shipments. We will immediately contact you to let you know if this may happen and offer an alternative solution if this is not suitable for you.
How long will my order take to deliver?
Orders are generally dispatched within 3 business days and shipping times are estimated at between 3-10 business days for standard shipping, depending on your location.
For express shipping, orders are dispatched within 1 business day and express shipping times are estimated at between 1-4 business days, depending on your location.
Once your order has been shipped you will receive an email to confirm an ETA for your delivery as well as a link to track your order.
What are the shipping fees and options?
FREE standard shipping for orders over $120.
For standard shipping orders under $120 it’s an $10 flat rate.
For orders requiring Express Shipping, it’s a $14 flat rate fee regardless of minimum order spend.
What are my payment options?
We accept payments by Paypal, Visa, Master Card and Afterpay.
How secure is your site?
Our site is Powered by Shopify. We use all Shopify-specific processes including Shopify's security for our online store, including direct credit card payments which are processed directly via Shopify's secure merchant gateway.
PayPal payments are processed through the PayPal secure gateway.
Afterpay payments are processed through the Afterpay secure gateway.
We take security very seriously, all payments are verified through Shopify to prevent fraud.
Can I amend my order?
Contact us as soon as possible if you wish to amend your order. We ship items out usually within 3 business days, so cannot guarantee any changes will be made. It is your responsibility to ensure you check out with the correct items and shipping information.
If we have not sent you a shipping confirmation email yet, you may request to amend your order or address.
Once the shipping confirmation has been emailed however, we strictly cannot make changes as your order will have started the shipping journey to you.
Please ensure you add our email to your system so we don’t go into your Junk Mail box. The email you will receive our order and shipping confirmations from is info@thegentlemanssurfclub.com
Please note, if your order can not be delivered to you due to an inaccurate shipping address, we are not liable for any lost or stolen parcels.
Where is my order?
When we dispatch your order, you will receive a confirmation email, which contains a link to track your parcel. if you wish to check where your parcel is during the shipment process, please click on the tracking link we provided in the email.
When will I receive my parcel?
Once your order is dispatched, we estimate the shipping turnaround to be between 3-10 business days, depending on your location. Sometimes it could take a little longer depending on external shipping circumstances beyond our control but we will try our best to keep you updated if there are any issues. You can also check the tracking of your parcel once we send you a shipping confirmation link.
Can I return or exchange an item?
In some cases yes. In some cases no. Please refer to our terms on our Refund Policy page: https://thegentlemanssurfclub.com/policies/refund-policy
What if I received a faulty item?
If you discover a fault, please contact us immediately (within 7 days of receiving your parcel) via email at info@thegentlemanssurfclub.com - the process is outlined on our Refund Policy page: https://thegentlemanssurfclub.com/policies/refund-policy
How can I contact you?
You can email us: info@thegentlemanssurfclub.com, or you can visit our Facebook page https://www.facebook.com/TheGentlemansSurfClub and direct message us there. Or, on our website page at the bottom right hand corner there is a support chat box, you can chat with us there as well.
We may not always be online, but feel free to contact us via any of these methods, and we will get back to you as soon as we possibly can. We are usually available during business hours Monday to Friday but will check messages at other times as well to ensure your wait time from your enquiry is minimal.