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FAQs

SHIPPING

Surfboards

- 5-10 Business days (Europe)

- 5-7 Business days (UK)

- 7-10 Business Days (International)

Hardware and Accessories

- 7-10 Business days (Europe)

- 7-10 Business days (UK)

- 7-10 Business Days (International)

Clothing

- 7-10 Business days (Europe)

- 7-10 Business days (UK)

- 7-10 Business Days (International)

Surfboards

- Europe - €50

- UK - €50

- International - €50

*If multiple surfboards are purchased, additional shipping costs apply (final charge calculated at checkout).

Hardware & Accessories

- Europe - €15

- UK - €15

- International - €15

Clothing

- Europe - €15

- UK - €15

- International - €15

All global shipments are covered with free shipping insurance. If something goes wrong with your shipment get in touch with us straight away and we’ll be able to sort it out for you.

Once your order has been shipped, an email will be sent with your tracking information. Please allow 24-48 hours for tracking to register and activate in the system. 

If you do not receive an email with tracking details, please contact our Customer Service team here.

All international deliveries may incur additional charges of duties and taxes once the order reaches its destination port. Duties & taxes are unique to each region and are the responsibility of the customer. For more information, we would recommend you visit your local customs website. 

Haydenshapes reserves the right to deduct any costs that are refused at customs, including a redirection fee. 

Haydenshapes are not responsible for and will not reimburse any duties, customs charges or fees. 

Yes! Orders can be collected from our Mona Vale or El Segundo Showroom.

If your item is in stock it will be ready within an hour after placing your order online.

If you’ve ordered a custom surfboard we will get in touch with you when your surfboard is ready.

RETURNS AND EXCHANGES

Surfboards

We do not accept returns on Surfboards and HSSTUDiO custom orders. We understand that you may have ordered the incorrect size or model for your preferences so we have set up an Exchange program to ensure that everyone is surfing the correct board that is right for them and the conditions you’re surfing. Read our “Wrong Size, Just Exchange it” program below.

We don’t accept returns or exchanges on HSOutlet Factory second surfboards or items on sale. These sales are final.

Clothing, Accessories & Hardware

Haydenshapes offers 30 day returns for full priced items from the date of purchase for a refund or credit note. 

Returned items must be in their original condition, unworn and with all tags still attached

Haydenshapes do not offer exchanges, refunds or credit notes on sale items or items purchased with a discount code (excluding the 10% newsletter discount). 

Haydenshapes reserves the right to reject items that do not comply with the above requirements. 

Gift Cards

We are not able to offer refunds or credit notes to Gift Cards.

Surfboards

We offer exchanges on full priced surfboards if you feel you have ordered the incorrect item. A restocking fee of $150 applies to all surfboards. You have 14 days to exchange your surfboard from the date you receive it.

Hardware

We offer exchanges on all hardware. No restocking fee applies to these items. You have 30 days to exchange hardware and soft goods from the day you receive them.

To process an exchange please contact our customer service team here.

Clothing

At this stage, we are not offering exchanges for clothing.

Wrong Size, Just Exchange it was put in place to ensure we get you on the correct surfboard. If you want to exchange it to another size, artwork, model or fin system we can help you out even if you have waxed it up and used your new surfboard.

You have 14 days from the date you receive your surfboard to process an exchange to another surfboard. Providing there is no damage to the surfboard we will happily swap it over to another board of choice.

A restocking fee of $150 is charged for each surfboard exchanged. This will be charged to you when you process the exchange with us. You will be able to use the original order value total towards a new surfboard. Additional charges may incur if your new surfboard has a higher value.

Return shipping is the buyers responsibility. Please retain all packaging to ship the board back to us. We can arrange the return shipping for you on your behalf if required.

You are also welcome to drop the surfboard back to either of our retail locations.

Your refund will be issued once your return has arrived in our warehouse. It can take 3-5 business days for the refund to be reflected on your method of payment.

Customers are responsible for all shipping costs on returned goods except in the case of faulty or incorrect items.

All items are shipped in a recyclable box and reusable mailer which can be re-used to return your items. 

To create a return, please follow the below steps.

1. Check that the items meet the Haydenshapes return requirements

2. Fill in the returns form. Please click here to download the Haydenshapes returns form

3. Post your items with the return form to your nearest location below:

Australia:
Haydenshapes Returns
5-7 Tengah Crescent
Mona Vale NSW 2103
Australia

United States:
Haydenshapes Returns
3204 Production Ave Unit E&F
Oceanside, CA 92058
United States

We recommend you use a trackable & registered method of return so your parcel is not lost in transit. Haydenshapes cannot be held responsible in the event of loss, theft or damage of the parcel.

If you received an item that you did not order, please contact our Customer Service team here to help resolve this as quickly as possible.

Once Haydenshapes receives your return, we will send you an email to let you know that it has arrived with us. We will aim to review and process your return within 5 business days, given that it meets our return requirements.

We’re sorry for any inconvenience caused. We pride ourselves on quality and will endeavour to resolve this issue as quickly as possible. Please contact our Customer Service team here so we can help you as quickly as possible

WARRANTY & INSURANCE

Surfboards aren’t covered under warranty due to the nature of the product and the unpredictable environment they’re used in but are covered for manufacturing errors. For any issues with your surfboard please contact our team and we’ll be able to determine if the damage or defect is due to manufacturing or if it’s caused by user damage.

Products, excluding surfboards, are covered under normal manufacturer warranty. For any product enquiries or claims please our customer service team to get you back up and running as quickly as possible.

We offer Surfboard insurance to selected states within the USA. The insurance is provided through an external company, Surfcare. Any surfboard that is 30 days or less old can be insured.

To purchase insurance simply contact our sales team or call our El Segundo showroom to add surfboard insurance to your order. (310) 648-8546

Surfcare Protection Plans start at just $79 and are currently only available to selected states in USA.

SALES TAX/ IMPORT TAX

For orders placed within Australia and New Zealand, 10% (GST) is automatically included in the items' price. You will not see any additional tax added to your checkout total.

For orders placed within the state of California, sales tax will be calculated and added to your total while in checkout. If you are purchasing a board from a state outside of California and having it delivered, you will not be charged any sales tax.

For all international orders, sales tax will not be charged during checkout; however, you will be responsible for import duties and taxes upon the board's delivery. Please check with the government of the destination for information on import duties and taxes.

MADE TO ORDER SURFBOARDS

Boards that are out of stock will be labelled as Made to Order on the product page. You can still purchase a stock board when it is sold out and we will allocate the next one in production to you. If a board is not in production we will enter it in production. Normal manufacturing wait times apply.

Boards will be labelled Made to Order next to the surfboard variant size on the product page. When you select a product it will also show in the checkout, cart and on your order confirmation. If you are unsure please get in touch with us and we’ll be able to sort it out for you.

A made to order surfboard may already be in production so it can take a few days if the one you purchase is nearly completed. We will allocate the next board in production to you. If a board is not in production that matches your order it will be entered and will take 6-8 weeks to make once production has started.

All made to order surfboards are made in our Mona Vale Custom Surfboard Factory in Australia. If you live in the area you’re more than welcome to come check it out.

HSSTUDIO CUSTOM BOARDS

Yes! You can track the movement of your surfboard through our Mona Vale factory at each key step.

Visit the following link and enter your order details to track your order. If you’re having trouble loading your order please get in touch with us.

All custom surfboards can take a week or two before the tracker starts to work as your order will be sitting in a queue before it’s started. As soon as it has your surfboard blank has been cut you will start to see progress on the tracker.

If you see details on the tracker that are incorrect please get in touch with us immediately to rectify your order.

SURFBOARD REPAIRS

You can contact us anytime to talk through the options regarding your damaged surfboard. Some repairs are easier than others. We’ll be able to point you in the right direction.

Stop surfing on your damaged board to prevent damaging it further and to prevent water entering.

We can repair your surfboard for you if you’re near either of our showrooms. Otherwise most surfboard shops will be able to point you in the right direction. We can help you find a surfboard repairer if you aren’t sure where to start.

Ensure the person repairing your surfboard is aware of the surfboard construction before proceeding. Epoxy and PU surfboards require different materials when repairing.