International orders are dispatched within 48 hours on business days. A delivery time of 4-14 business days is expected for international orders via Australia Post. Tracking details will be automatically provided via email when your items are dispatched however please allow up to 24 hours for your tracking number to register in the system before tracking, as information may not be immediately available on our couriers website.
INTERNATIONAL CUSTOMS & DUTY CHARGES
Orders outside of Australia may be subject to local import charges. Customs policies vary widely, with customs or import duties being charged once the order reaches it’s destination country. Emery cannot be held responsible for any additional charges as Customs & Duty charges are controlled by the local government at the destination of import. Before shopping online with Emery, we ask for you to be aware of any additional importation fees your local customs office may charge before placing your order. We cannot class your international orders as 'gifts' to bypass or reduce any custom fees.
WHAT IF MY ORDER IS RETURNED TO SENDER?
Orders that are Returned To Sender by no fault of Emery Surfboards will be issued a refund of the purchase price minus the shipping fee. This includes all unsuccessful deliveries due to incorrect address, failure to collect parcel from LPO or the shipping address left unattended.
APPAREL RETURNS POLICY
All online apparel orders (apparel only, excludes surfboards) can be returned within 60 days from initial purchase date for an online store credit. Please be aware we do not refund. The customer will need to cover shipping costs if they wish to return their item for an online store credit. We only offer refunds for having received defective or faulty products. If you wish to return your item/s or if in the event you are to receive an incorrect or defective product please contact us immediately at sales@emerysurfboards.com. Emery Surfboards will pay for all postage costs involved in the event of a customer receiving an incorrect or defective product.
In the event of a return for an online store credit, goods must be returned in their original condition, unworn and with tags. To return an item email sales@emerysurfboards.com along with your name, order number and the item/s you wish to return for an online store credit. All return details will be provided via email within 24 hours.
WHAT IF I WANT TO CANCEL MY SURFBOARD OR APPAREL ORDER?
Cancellations of orders cannot be refunded due to the merchant fees that we incur. If you change your mind and want to cancel your order before it has been processed or shipped we can offer an online store credit.
SURFBOARDS
Please select carefully at the time when you place your order. There are no returns or refunds on custom order surfboards.
All surfboards are manufactured specifically for the individual customer. Therefore, all sales are final. Any manufacturing defaults need to be taken up with the surfboard manufacturer. Emery will do everything in its power to help its customers with product issues. Please contact us via the contact page for any queries.
Shipping and handling cost are not refundable. Any incorrect, missing or damaged items received must be reported to Emery within 24 hours of you receiving the delivery. This can only be done by E-mail. If item(s) received is not what was ordered please do not open the sealed package in which it was sent. Any attempt to use the incorrect item will be deemed to be acceptance by the customer of the item(s) as a satisfactory substitute for the one that was ordered and no further claim can be raised thereafter.
