CHANGE REGION

Australia / New Zealand
United States / International
Europe / UK
 

SHIPPING & RETURNS

HOLIDAY SHIPPING 

We’re currently processing a high volume of orders and are doing everything we can to deliver your products as quickly as possible. However, due to the holiday rush, we cannot guarantee delivery before Christmas.

Our team is working hard to ensure your order reaches you as soon as possible. We’ll keep you updated on any changes and appreciate your patience during this busy time.

 

SHIPPING TIMES

Delivery times are estimates and are not guaranteed as Haydenshapes cannot guarantee that your order will not encounter delays within the shipping network. NOTE: Please allow for additional time when ordering boards longer than 6'2".

Surfboards

  • 3-10 Business days (Australia)
  • 5-15 Business Days (International)
Hardware and Accessories
  • 3-5 Business days (Australia)
  • 2-7 Business Days (International)

Clothing

  • 3-5 Business days (Australia)
  • 2-7 Business Days (International)

SHIPPING COSTS

Surfboards

  • Pick Up in Mona Vale NSW – Free
  • Australia Wide* – from $59 - $149
  • New Zealand* - from $249

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

Hardware & Accessories

  • Pick Up in Mona Vale, NSW  – Free
  • Australia – Orders under $100 – $10
  • Australia – Orders over $100 – Free

Clothing

  • Australia – Clothing orders under $200 – $15
  • Australia – Clothing orders over $200 – Free
  • New Zealand – Orders under $200 – $20
  • New Zealand – Orders over $200 – Free

SHIPPING: ADDITIONAL INFORMATION

PO Boxes

We do not ship to PO Boxes for surfboards. We do not ship to third party addresses unless that address is known and can be verified by Haydenshapes. 

Changes To Order

Due to the fast turnaround time for our orders, we cannot guarantee that the address can be updated. Please contact our Customer Service team here and we will do our best to assist you.

If your order has already been shipped, please contact the carrier to update your address.

Customs/ Import Duties & Taxes

For international orders, any duties and taxes owed at the time of import will be payable by the recipient. As duties and taxes vary based on the value of goods and receiving country, estimated duties and taxes amount can only be made available to the customer when inquired prior to ordering.

Delivery Attempts

Customers are responsible for paying any freight charges incurred by refused shipment and unclaimed goods. Haydenshapes will make every effort to deliver on time. However, we shall not be held liable for delay or lost shipment.

Customers are responsible to have someone at the delivery address to accept the delivery. Any delivery requests must be made prior to the shipment of the order. Cost for re-delivery attempts will be passed to the customers if the delivery address is unattended at the time of delivery.  

RETURNS & REFUNDS

Surfboards

Please select carefully at the time when you place your order. There are no returns or cancellations on custom ordered surfboards. This includes sale/ reduced surfboards, limited edition artwork models, HSSTUDiO custom surfboards and made to order surfboards. Return for other products for refund will only be accepted within 7 days of you receiving the goods. A restocking fee of 15% (or $150 whichever is greater) of the purchase price will be deducted. Returned goods must be in its original condition and include all the original packaging.

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

Shipping and handling cost are not refundable. This return for refund policy is applicable for change of mind, and lack of expertise for use of product. You must pay all cost associated with the return shipping. Any incorrect, missing or damaged items received must be reported to Haydenshapes within 24 hours of you receiving the delivery. This can only be done by E-mail or Fax. 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. Haydenshapes owns the title of any extra goods shipped with your order that have been despatched in error. 

There will be no credit given on order price difference, due to price drops. 

Please retain all original packaging in case of a return or damage in transit, so that the carrier will be able to inspect any damage incurred and return damaged item to Haydenshapes.

Wetsuits

Limited 1-year (from date of original purchase) warranty on workmanship and materials. Under the above guidelines Haydenshapes will repair or replace (at our option) this garment if found under normal use and proper care to be defective. Repairs must be returned clean and dry to the Haydenshapes dealer from which it was purchased. 

We will happily exchange if you require a different size (however, please double check our size guide for an accurate fit). You will be responsible for shipping costs back to our warehouse for any exchange. If a wetsuit has been used in water, we will not exchange or replace.  

Please retain all original packaging in case of a return or damage in transit, so that the carrier will be able to inspect any damage incurred and return damaged item to Haydenshapes. 

Clothing, Hardware & Accessories

Haydenshapes offers a 30-day return policy for full-priced items, including clothing, hardware, and accessories. Returns must be made within 30 days from the purchase date and are eligible for a credit note, which is valid for 6 months from the issue date. Please note that Haydenshapes does not cover return shipping costs.

  • 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)
  • Shipping and handling costs are not refundable

Exchanges can only be made for the same product in a different size. At this stage, we are only able to offer exchanges to Australia & New Zealand customers.

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

A refund may be provided in the case of a damaged or faulty item. Goods are inspected before packaging to ensure they are in excellent condition. Products are packaged carefully to ensure a minimal chance of damage during transit. If you receive a damaged or defective item please contact Haydenshapes within 30 days of purchase to be eligible for an exchange or a refund.

Please retain all original packaging in case of a return or damage in transit, so that the carrier will be able to inspect any damage incurred and return damaged item to Haydenshapes.

 

Any items sent by another system please fill in the customer service link and we will contact you on the next steps to rectify your order 

https://au.haydenshapes.com/pages/contact-us


Frequently asked questions

1. What are the estimated delivery times?
Delivery times vary depending on location and order type. Higher volumes of orders are being processed. Please note the following estimated timelines:

Ready to Ship Boards

Estimated dispatch between  2 - 6 weeks

Black Friday Made-to-Order Collection

  • Estimated delivery: March - April.
  • Custom boards are crafted to your specifications, which requires time. We appreciate your patience, as these boards are built exactly to your design.

HS Studio Custom Boards

  • Tailored and handcrafted to your specifications, so production time varies. Thank you for your patience as we build your custom board exactly to your design.
  • 10-12 weeks

Wetsuits

  • Australia 2 - 3 weeks 
  • International: 2-7 business days 

Clothing

  • Australia: Dispatched from our warehouse between  4 - 5 business days 
  • International: 2-7 business days

2. Can I ship to a PO Box? Surfboards cannot be shipped to PO Boxes. Additionally, if you are using a third-party address, Haydenshapes must verify it.

3. What if I miss my delivery? Please ensure someone is available at your delivery address. The customer is responsible for any re-delivery costs if a delivery is missed.

Shipping costs depend on the product type and delivery location:

Surfboards

  • Pick-up in Mona Vale NSW: Free
  • Australia-wide: from $59 to $149 - NSW, VIC, QLD, SA, TAS: $59 *excludes N.T*/ W.A $149
  • New Zealand: from $249

Hardware & Accessories

Mona Vale NSW pick-up: Free

Orders under $100: $10 (Australia)

Orders over $100: Free (Australia)

  • Clothing
  • Orders under $200: $15 (Australia)
  • Orders over $200: Free (Australia)
  • Orders under $200: $20 (New Zealand) 
  • Orders over $200: Free (New Zealand)

4. Can I return a surfboard?
Custom and made-to-order surfboards, limited editions, and sale boards are not eligible for returns. Other surfboards can be returned within 7 days, with a 15% or $150 restocking fee, whichever is greater.

5. What is the return policy for clothing, hardware, and accessories?
Haydenshapes accepts returns on full-priced items within 30 days, provided they are in original condition with tags attached. Sale items and items purchased with a discount code are not eligible for return.

6. Do you offer exchanges?
Size exchanges are available for wetsuits (provided they haven’t been used in water). Clothing exchanges are offered to customers in Australia and New Zealand only and are limited to size changes on the same item.

7. How do I report damaged or incorrect items?
If you receive a damaged or incorrect item, please contact Haydenshapes within 24 hours via email or through our customer service form here.

8. Do I need to cover return shipping?
Yes, customers are responsible for return shipping costs. Shipping fees are non-refundable.

1. Are there warranties on Haydenshapes products?
Our wetsuits come with a limited 1-year warranty covering workmanship and materials. If the product is found defective under normal use, Haydenshapes may repair or replace it.

2. How do I choose the right surfboard size?
Our team is available to help you find the best surfboard based on your skill level and surfing goals. Feel free to reach out for personalized recommendations.

3. Can I request custom surfboard artwork?Yes, custom artwork is available through our HS Studio service. Please note that custom orders cannot be cancelled or returned once placed.

1. Can I change my order after it’s been placed?
Due to fast processing times, changes to orders may not be possible. Contact us immediately, and we’ll do our best to assist. If your order has already shipped, you will need to contact the carrier directly to make any address changes.

2. What payment methods are accepted?
We accept major credit cards, PayPal, and various international payment methods. If you need help with payment, please reach out to our team.

3. Will I have to pay import duties or taxes for international orders?
For international orders, the recipient is responsible for any duties or taxes applied at import. Please contact us before ordering if you’d like an estimate.

4. Can I use a discount code on sale items at Haydenshapes? Typically, discount codes cannot be used in combination with existing sales or discounts at Haydenshapes. Sale items are usually excluded from the use of additional promo codes.

5. Why isn't my discount code working on Haydenshapes products?

Your discount code might not be working for several reasons:

  • The code may have expired.
  • The code is not valid on the specific product you're trying to purchase (e.g., custom boards or exclusive collections).
  • The code is only valid on full-priced items and not on sale or discounted products.
  • The code might require a minimum purchase amount, which hasn’t been met.

 5. Why isn't my discount code working on Haydenshapes products?

Your discount code might not be working for several reasons:

  • The code may have expired.
  • The code is not valid on the specific product you're trying to purchase (e.g., custom boards or exclusive collections).
  • The code is only valid on full-priced items and not on sale or discounted products.
  • The code might require a minimum purchase amount, which hasn’t been met.

6. What should I do if I have issues with a discount code on Haydenshapes?

If you're experiencing issues with a discount code, such as it not being applied correctly or not working at checkout, contact Haydenshapes customer support. Where we can help troubleshoot the issue, confirm if the code is valid, and assist with any problems related to the code.

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