FAQ

Frequently Asked Questions

Member Account Info

Registering for an account
Look for the Log In or Sign Up icon at the right hand corner near the top of the page.  ‘New Customer’ will have a facility to enter an email address.  Once this has been entered, click on the ‘Continue’ button to be taken to a template where personal details can be entered.  After this press ‘Continue’ again.

Mailing List
Click on ‘Mailing List’ and fill in the template that follows.  The newsletter will be delivered to that email address regularly.

Temporary Guest Account
It is not always necessary to become a full member to order something on the Website.  However, by having full membership, ordering becomes much faster since personal details are kept on file.  It also allows for tracking of any purchases and deliveries made any time.

Forgotten Password
Click on ‘Returning Customers’ to put in user name or email address and then click on ‘Forgotten Password’.  A new but temporary password will be sent to the email address on file.  Resetting this password is simple by following instructions on the Website.

Updating Details
Sign into the Website in the usual way and look for the icons which ask if details are correct.  This can be done at any time.  Or, the member can call Customer Care personnel on (02) 9899-9993 between 8am to 3pm where assistance will be given.

Other help on Member Account
Customer Care personnel will be happy to help at any time.  Either call them on (02) 9899-9993 between 8am to 3pm, or send an email to customers@kidssurfwear.com.au.

 

 

Information for Orders

Placing an Order
Click on the chosen item and this will open a page which will give details of size and colour etc.  After choice is made, click on ‘Add to Bag’ and this will add the item to the ‘My Shopping Bag’.  To see items in ‘My Shopping Bag’ at any time, click on the ‘My Shopping Bag’ icon at the top right of the page and wait for the page to load.  When shopping is finished, click on the ‘Proceed to Checkout’ icon located near the bottom of the page and fill in details asked for.

Size Charts Missing from Website
There is a Size Chart on the Website and this will also be shown on every product page.  At the foot of the page there will also be a Size Chart.  Ensure that measurements are taken if in doubt.

Remove Item from Shopping Basket
Click on ‘My Shopping Bag’ icon and wait for the page to load.  Next to each item ordered there will be a ‘X’ check box.  Click on this and the item will disappear from the list.

Paying for Goods
When shopping is finished, click on ‘My Shopping Bag’ icon and then click on the ‘Proceed to Checkout’ icon.  Follow the procedure from there.

Payment Methods
We will accept Visa, Mastercard or Paypal.

Currency Accepted
We accept AUD.

Charges
Charges will be taken when the order is complete.

Promo Codes Missing from website checkout
Before proceeding to Check Out, enter the Promo Code in the appropriate box before paying for Goods.  Click ‘Apply’ when this is done.

Kids Surfwear Pty Ltd Gift Certificate – Check for consistent wording with Website.
Gift Certificates can be used online.

Out of Stock Items Need to confirm with Michael when stock runs out whether the item will disappear from the website (not be able to be viewed) OR whether people can still place orders online for ‘Out of Stock’ items?
Kids Surfwear Pty Ltd will send an email if the Goods are not in stock.  Kids Surfwear will confirm whether the ordered item is still available through our supplier.  If the item is not available the Customer can either choose a replacement item or if the item is available wait for the stock to arrive.  We will communicate this information via email.

Tax Invoice
The Website will send a Tax Invoice email once the Order has been placed.  This also acts as a Proof of Purchase and it should be kept safe to facilitate returns, refunds or exchange in future.

Keep Tax Invoice Email Safe
The Tax Invoice is proof that the purchase was made.  See previous paragraph.

Changing Items on Order
Once Goods have been paid for with an online transaction, they cannot be changed.  Returns can be made but Customers should note the Returns and Exchanges Policy.

Cancel Orders
Once Goods have been paid for with an online transaction, the Order cannot be cancelled.  Returns can be made but Customers should note the Returns and Exchanges Policy.  Before transaction is completed, merely follow the Remove Item from ‘My Shopping Bag’.

Exchanging Goods
Refer to our Returns and Exchanges Policy.

Wrong Goods Delivered
Please send an email containing the relevant information to customers@kidssurfwear.com.au.

General Help
Please email the relevant issue to customers@kidssurfwear.com.au.

 

Delivery of Goods

Where are Goods delivered?
- To all locations serviced by Australia Post.

Are Deliveries made to PO Boxes?

• Yes, a notification will be left and this should be taken to the Post Office counter so that a signature can be received.

Delivery Costs

• Deliveries are undertaken using Australia Post.  Standard shipping and Express shipping options are available during checkout.  Please select which shipping option you prefer and the cost will be automatically calculated and shown at Checkout.

Delivery Time

• Usually from 7 - 10 business days for normal delivery and 2 -4 days for items posted Express Post.

Confirmation Email?

• Yes, as order is placed and paid for, an email is sent to the appropriate email address.  This is uses as a proof of purchase should exchanges, returns or refunds become necessary.

Delivery Address

• This can be the home address of the User or Member, or an address designated by them.  Enter details in the ‘Billing & Shipping’ section when ordering Goods.  Note – we deliver only to locations serviced by Australia Post.

Out of Stock Items

• Email notification of out of stock items will be sent to the email address on the account.  If an item is no longer available, a refund will be made.  For Replacement Items email customers@kidssurfwear.com.au.

 

Returns and Exchanges

Returns and Exchange Policy
This can be found at the foot of any page on the Website.

Returns
The Customer has fourteen (14) calendar days from receipt of the Goods to return them.  See the Returns and Exchange Policy at the foot of every page on the Website.

Returning Goods
Goods must be returned within fourteen (14) calendar days from receipt of Goods.  Goods will only be accepted for return if:

• the hygiene sticker has not been removed on the swimwear,
• they are in the original condition that they were delivered,
• they have not been worn, washed or used,
• all the swing tags and labels are intact. 

The Tax Invoice and Return Request Form (download here) must be included. 

Post to Kids Surfwear Returns Department.
The address for this is:-

Kids Surfwear Pty Ltd
PO Box 6024
BAULKHAM HILLS, NSW 2153

An email will be sent when the refund has been actioned so contact details must be kept up to date.

We will gladly exchange it, refund your merchandise price or create a credit note on your account by sending a gift certificate of the value of the original product ordered price.

How to Package Goods for Return
All Goods should be well protected in the packaging to avoid damage in transit.  Goods will only be accepted for return if they are in the original condition that they were delivered in with all the tags and labels intact.  The Tax Invoice and the Return Request Form (download here) must be included.  Post to Kids Surfwear Returns Department.
The address for this is:-

Kids Surfwear Pty Ltd
PO Box 6024
BAULKHAM HILLS, NSW 2153

How Do Refunds Happen?
The cardholder will get the refund on the card they paid with, or a refund will be made through the Paypal account.

Alternatively we will gladly exchange it or create a credit note on your account by sending a gift certificate of the value of the original product ordered price.

Can Goods Bought be Exchanged?
Yes, for different sizes, for different colour or a different style, if in stock.

Who Pays for Returns?
The Customer will pay for shipping charges to return Goods for exchange or refund.  Kids Surfwear Pty Ltd will not be held liable for any loss or damage that may occur for Goods in transit.

What Happens When Goods Get Lost in Transit
Email us at customers@kidssurfwear.com.au.

General Information

Facebook
Yes, search for Kids Surfwear.

Twitter
Yes, search for Kids Surfwear.

Shipping Policy
Click on ‘Shipping Information’ at the foot of any page on the Website.

Returns Policy
See Returns and Exchange Policy link at the foot of pages on the Website.

Exchange Policy
See Returns and Exchange Policy link at the foot of pages on the Website.

Privacy Policy
Click on ‘Privacy and Security Policy’ on the foot of pages on the Website.

Errors on the Website
If an error is noticed on the Website, fill out the details on the ‘Contact Page’ on the Website.  Or, send an email at customers@kidssurfwear.com.au.

Feedback
To give us feedback, either fill out the form on the ‘Contact Us’ page or, send an email at customers@kidssurfwear.com.au.

Help with My Account, Deliveries, Returns or Orders
Send us an email at customers@kidssurfwear.com.au.