FAQ

We'll be delighted to assist you on +33 5 33 78 06 00 or by email [email protected] (Monday to Friday 9/13h - 14/18h). For emergencies, please call us first!

We'll do our best to get back 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 e-mail to the e-mail address you entered in the payment section of our site.

If you do not reach the order confirmation page, it is possible that your order was not placed correctly due to a navigation problem.

If you have not received a confirmation e-mail, please check your spam folder. If you haven't received anything, please contact our customer service department contact@hawaiisurf who will be happy to help you.

As soon as your order has left our warehouse, you will receive an e-mail with tracking details. You will then be able to follow the progress of your order until it is delivered to your home.

Please note that tracking information will only be activated once your order has been handed over to the carrier.

Nous regrettons de vous informer que, une fois que votre commande a été confirmée, nous ne pourrons plus l'annuler ni la modifier. Cependant n'hésitez pas à nous appeler pour voir si nous pouvons encore faire quelque chose au +33 5 33 78 06 00. Si vous avez besoin de faire des changements, vous devrez effectuer une nouvelle commande. Dans ce cas, deux options s'offrent à vous :

1. Refuse delivery when presented by the carrier.
2. Accept delivery, then initiate a return by following our procedure.

If any or all of the items in your order are out of stock, we will contact you to offer :

1. Shipment of the order and reimbursement via the payment method used at the time of purchase. Full refund if only one product is ordered.
2. Choose a similar product in terms of price and send your order.

If we do not receive a return from you within 48 hours, we will send you the available products and reimburse the missing item. If only one product is ordered, we will refund your entire order.

FRANCE :

• Gls Point Relais : 5.90€ / Offert dès 85€
• Gls Standard : 6.90€ / Offert dès 85€
• Colissimo : 7.90€
• Gls Express : 14.90€
• BMV: GRATUIT articles hors format : surf, stand up paddles, vélos...) 
• BMV Express : 45€ (articles hors format : surf, stand up paddles, vélos...) 

UNION EUROPEENNE :

• Gls Point Relais : 9.90€ / Offert dès 100€
• Gls Standard : 10.90€ / Offert dès 100€
• BMV : GRATUIT (articles hors format : surf, stand up paddles, vélos...)
• BMV Express : 65€ (articles hors format : surf, stand up paddles, vélos...)

Delivery times vary according to your location and the shipping method you choose. Here's a general estimate:

FRANCE :

• Standard delivery: 2 to 3 working days. (Corsica + 3 days)
• Standard delivery for non-volume products: 5 working days. (Corsica + 3 days)
• Express delivery: 1 to 2 working days.

UNION EUROPEENNE :

• Standard delivery: 3 to 5 working days.
• Standard delivery for non-volume products: 5 to 7 working days.

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

With the aim of satisfying your expectations as well as possible and according to the type of products, we propose a varied choice to you:

• Home delivery
• Relay point delivery
• Retrait ( Gratuit ) à notre siége de Bayonne
• Livraison en boutique Hawaiisurf Paris et Saint Jean de Luz ( Sur demande )

Depending on the product, standard or express delivery is available.

We currently ship toUnion European countries.

To inquire about shipping to another destination, please contact us at [email protected].

We take the packaging of fragile items like surfboards very seriously. Each board is carefully wrapped in bubble wrap and placed in a sturdy cardboard box.

However, it is essential that the customer checks the equipment carefully in the presence of the delivery person and expresses any reservations. Remember to take photos of the damage. In the event of a major problem, it is preferable to refuse the goods. In all cases, you must inform our customer service department of the problem encountered.

Under no circumstances will Hawaiisurf be held responsible for failure to report damage to a package or product if no reservations have been made.

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

• Free returns* for standard products, excluding bulky items (Surfboards, Stand-up Paddles, Skis, Snowboards, Surf Packs, Ski Packs, Snowboard Packs, Bikes...).

• Bulky items (Surfboards, Stand up Paddles, Skis, Snowboards, Surf Packs, Ski Packs, Snowboard Packs, Bikes...) must be returned
  at your own expense and by your own means.

All items must be returned in new condition, unworn/unused, with all tags still attached, and include all original packaging.

Please note that we are unable to accept returns of undergarment-type products for hygiene reasons, or of items for which assembly/customization has been carried out at your request.

Please note that we are unable to accept returns of undergarment-type products for hygiene reasons, or of items for which assembly/customization has been carried out at your request.

Refunds are processed within 14 days of receipt of 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 are unable to 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 can see all the payment options available to you after entering your shipping and billing address in our shopping tunnel.

For greater peace of mind, we offer you the option of spreading your payments over 2 to 10 x, depending on your eligibility, via our secure service provider Alma. Countries eligible for Alma are: France, Spain, Portugal, Germany, Italy, Belgium, Netherlands, Luxembourg, Austria, Ireland.

We also offer payment in instalments via Paypal, depending on your eligibility.

You can consult these payment methods directly from our product sheets, as well as in the purchase tunnel in the "secure payment" section.

Our customers' security is our top priority, and we are committed to ensuring that their online purchases are protected. To this end, we are fully compliant with PSD2, a recent European directive on payment services. PSD2 aims to strengthen the security of electronic transactions by providing consumers with greater protection against fraud.

If you have a promotional code or gift card, you can use it in the purchase tunnel by entering it in the "Promo Code or Gift Card" box.