FAQ
I bought something online, can I exchange or return it?
If you are unhappy with your purchase, you are welcome to return your item/s for a store credit within 7 days of the item being marked as “delivered”. Once you receive the return label from AJ Surf, the item must be passed over to the carrier within 5 days.
Do I get my money back?
We do not offer refunds to original payment methods.
We only offer store credits.
Store credits are valid for 24 months and can be used for any item/s on our website.
Anything else I should know?
If you purchased your items using a discount code, your store credit will be issued for the discounted amount you paid (minus the original shipping & return label costs). There will be no store credit issued for shipping costs.
For returns initiated within Australia, a return label will be provided by AJ Surf and a flat rate of $25 will be deducted from your store credit.
Please Note: Items purchased with a store credit are final sale and will not be accepted for return.
How do I initiate a return?
This is very simple. To start the return process, please email us at ajsurfclothing@gmail.com
Once you have received instructions from our team, the item must be sent back to us within 5 days.
If the item isn't sent within the 5 day window, your store credit will be denied.
If you’re having trouble or have questions, please email us.
Our team will respond within 1 - 2 business days.
How to return my NZ order?
The procedure is the same as above, however store credits aren't issued for the cost of duties, taxes, customs, or VAT.
When returning an item internationally, shipping is the responsibility of the customer. The customer may opt for whichever carrier is most convenient, however tracking is required.
AJ Surf is not liable for any returns which are lost in transit or are sent incorrectly.
Any applicable import taxes, customs, duties or VAT are at the expense of the customer. If these are not paid, the receipt of the item will be refused by AJ Surf and returned back to you at your expense.
If for whatever reason you refuse import of the item and request to have it returned to us, you are subject to pay for return shipping.
Processing your Store Credit
Once our team has inspected your return (this can take up to 7 business days depending on volume of returns), we will contact you to inform you whether the return was approved or rejected. If the return was approved, you will be able to access your store credit immediately by logging into your account.
To view or apply your store credit to your next purchase, you must log in to your account using the email provided on your order. A one-time log in code will be sent to your email to log you in, so please ensure you have access to the email which is provided.
Can I exchange my bikini?
Unfortunately, we are currently unable to process exchanges. You can return the item to us for a store credit which you can use to place a new order.
What are the requirements for returned Bikinis?
All returns are inspected by our quality assurance team. To be eligible for a store credit, your item must be in the same condition that you received it, unused, with all tags attached, including hygiene stickers and in its original packaging.
Any signs of an item having been used will be denied for a store credit.
If an item is received and found to be without tags attached, original packaging not intact, deodorant stains, strong scents of perfume, makeup, dirt, stains, damage, holes/tears, pulls in the material, animal hair, grass stains, odours, etc, the return will be denied.
If a return item is denied, the customer will be contacted and the item returned back to the customer.
Please Note: Items purchased with a store credit are final sale and will not be accepted for return.
Are there any fees for returning an item?
For returns initiated within Australia, a return label will be provided by AJ Surf and a flat rate of $25 will be deducted from your store credit.
When returning an item internationally, shipping costs are the responsibility of the customer.
Are there any exceptions to the returns policy?
There will not be any exceptions. If a return is requested after the 7-day window, it will be denied.
If an item is sent later than 5 days after receiving the return label, it will be denied. If an item is received and found to be without tags attached, original packaging not intact, deodorant stains, strong scents of perfume, makeup, dirt, stains, damage, holes/tears, pulls in the material, animal hair, grass stains, odours, etc, the return will be denied.
If a return item is denied, the customer will be notified and the item returned back to the customer.
What if an item arrives to me with damages or issues?
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You have 2 days after your package has arrived to contact us that your item is damaged to receive a replacement item.
In the rare circumstance where the customer receives a faulty item, AJ Surf will cover the cost of shipping as well as the shipping of the replacement item.
Refund Process Time
If for whatever reason a refund is being processed, it can take 10 - 14 business days for the refund to reflect on your original payment method.
I have an existing in-store credit
If you have received a credit note, under NO circumstances will the expiration date be extended.
Credit notes MUST be used within 1 year from the date issued, unless otherwise stated on the credit note.
Credit notes may ONLY be used toward full-priced items which are in stock.