You can view our top 10 frequently asked questions below.


Our customer service team is available 7 days a week to answer any questions you may have.

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+ When is a size/product coming back into stock?

We understand that you can find an item you love only to find your size is no longer in stock. In order to keep our styles fresh, we generally don’t reorder sold out sizes or restock styles that have sold out, but as we get new stock in every day there is usually something similar arriving soon. To avoid the heartbreak of finding your item has sold out you can refine your search on the left side of each page so you will only see products available in your size.


+ I’m trying to locate my order. How do I track the delivery?

Orders placed before 2pm AEST on weekdays are shipped that day. You will receive a shipping confirmation email as the order is processed through our despatch system and this email will have a link to Track Your Order. Tracking data will not update until later that night, so don’t be worried if your tracking link doesn’t work right away. If you have any further questions regarding shipping, please visit our shipping page or contact customer service below.


+ I’ve sent some items back from my order. Have you received them?

If you return your items Express Post they will normally arrive the next day and be processed that day for exchange or refund. You will receive an email from our returns department to notify you the return has been processed. Please check your inbox to see if you have received this email from us. Returns sent via regular post can take 1-14 days in some cases, so please allow at least 7 days for us to receive your goods before contacting.


+ I’m having trouble using a promo code on the site. Can you help?

Most of our promotions can be viewed on our promotions page and the terms and conditions are also shown here. Promotions cannot be added after your order number is issued, so please contact our customer service team before finishing the order. If the code you are using is expiring that day and our customer service team is not available, please email immediately so we can resolve your issue the following day.


+ How long will my order take to arrive?

Orders placed before 2pm AEST are normally delivered the next business day if you choose the Express Courier shipping option. The eParcel signature service normally takes 1-5 business days. You can track the status of your delivery using the Track Your Order link in your shipping confirmation email. For more detailed information on our shipping options please visit our shipping page.


+ Do you ship internationally?

We sure do! Just select your country in the shipping page of the checkout and your shipping rate will be shown at the delivery screen. Unfortunately, if your country is not shown in the checkout we do not offer delivery to your country. For more details on our international shipping times and prices please visit our international shipping page.


+ Has my order been shipped yet? Why is my tracking not working?

Orders placed before 2pm AEST are normally shipped that day. You will receive an email to confirm your order has been shipped so please check your inbox. Although your order can be ‘shipped’ the online tracking data will not update until later that night when the parcel has actually been collected. Orders can also be ‘shipped’ over the weekend, but these orders will not be collected until the next business day. This means your tracking will not work until the evening of the next business day.


+ I need help with the sizing of a product. Where do I find this information?

Most products on the site will have a Size Chart link above the size selection. By clicking this link you will be taken to the relevant sizing information for that product category. These size charts are only a guide, but can give you a better idea of what size you might be. If you would like specific sizing information for a product you can email and one of our team can measure your requested item and get back to you.


+ I need to return a product. How do I do that?

Your invoice (shipped with your order) has instructions that explain the return process. If you are unsure of how the process works you can find more information here or you can contact our customer service team for assistance.


+ Where are your store locations?

We only have one store and you are in it! SurfStitch provides all your favourite brands under one roof and saves you the hassle of finding a park and battling through the crowds at your local shops. Everything shown on our site is in stock at our warehouse and ready to ship out to you with our famous free express delivery for orders over $50. We offer easy returns too, so there’s no need to worry if your order is not what you expected.


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