FAQ – Frequently Asked Questions About Purchases, Exchanges, and Returns

What is your delivery time?

We ship your order as quickly as possible, usually the next business day. Standard delivery takes 1–3 business days, and you’ll typically receive your order within 2–6 business days.

How do I know my order has been received?

When you complete your purchase, an order confirmation will be sent to your email. If you haven’t received a confirmation within a few minutes, check your spam folder or contact us.

Can I pick up my order in-store?

Yes! Select “Pick up in store” at checkout. You’ll receive a notification when your order is ready, and you’ll need to show a valid ID when picking it up.

How do I make an exchange?

You have a 30-day right to exchange the item from the date you received it.

Email info@surfers.se with your order number and the item you’d like to exchange it for.
Fill out the return form and select “Exchange.”
Send the item back using the prepaid DHL return label and drop off the package at a DHL agent.
Once we’ve received and approved the exchange, we’ll ship the new item.

Is there a fee for exchanging an item?

First exchange (non-bulky items): free of charge
Additional exchanges: 80 SEK (under 1 kg) or 120 SEK (larger packages)
Bulky items (over 1.4 m), e.g., surfboards: the customer is responsible for 100% of the return/exchange cost

How do I make a return?

You have a 30-day right of return from the date of receipt.

Fill out the return form.
Place the item and the form in the package (use outer packaging).
Use the prepaid DHL return label and drop it off at a DHL agent.

A return fee will be deducted from your refund: 80 SEK (under 1 kg) or 120 SEK (larger packages). Your refund will be processed within 14 days after we’ve received and approved the return.

When will I get my money back?

Refunds will be issued within 14 days after we have received and approved the return.

Can I return or exchange items in-store?

Yes, you can exchange or return items free of charge at the Surfers store in Varberg during regular business hours.

Which items cannot be exchanged or returned?

The right to exchange or return does not apply to items that have been assembled or customized according to the customer’s specifications, as well as specially ordered or modified products.

What are the rules for bulky items?

For items longer than 1.4 meters (e.g., surfboards), the customer is responsible for 100% of the return/exchange cost, and the prepaid return label cannot be used. Contact us if you need help with a return.

What happens if the package is damaged?

If the package is visibly damaged upon pickup, report it immediately to the delivery agent. If you discover damage after opening the package, contact us right away.

How do I contact customer service?

Terms of Purchase & Information

Here you’ll find information about payment, shipping, exchanges, returns, and other terms and conditions at Surfers Paradise.

Prices

All prices are listed in Swedish kronor (SEK) and include sales tax (25%). At checkout, you’ll always see the total price, including sales tax, shipping, and any applicable fees, before completing your purchase.

Order Confirmation

When you make a purchase, an order confirmation is automatically sent to the email address you provided. If you haven’t received an order confirmation within a few minutes, please check your spam folder first. If it’s still missing, feel free to contact us.

Delivery

We process and ship your order as quickly as possible, usually the next business day.

Delivery is handled by DHL or PostNord to the nearest pickup location.
Bulky items will be scheduled for delivery and delivered to your home address or the specified delivery address.
Standard delivery time: 1–3 business days.
Total delivery time from order placement: 2–6 business days.

All products shown in the online store are in stock unless otherwise noted. In the unlikely event that an item is out of stock, we will contact you to discuss alternatives or a new delivery date. If you do not accept the change, you have the right to cancel the purchase at no cost.

Pick Up in Store

You can choose to pick up your order at our store in Varberg by selecting “Pick up in store” at checkout. Valid ID is required upon pickup.

Shipping Costs

Shipping costs are calculated based on the size of the items and are displayed at checkout before the purchase is completed.

For deliveries to specific areas, such as islands or remote locations, we reserve the right to adjust the shipping cost. In such cases, we will always contact you before the order is shipped.

Deliveries Outside the EU

For deliveries to countries outside the EU, no Swedish VAT is charged. The recipient is responsible for local VAT, customs duties, and import fees. In the event of a return, the customer will be charged customs clearance fees.

Payment

We use Svea Checkout for secure and convenient payment. You can choose from the following payment options:

Credit card (Visa & Mastercard)
Direct bank transfer
Invoice
Installment payments
Swish

All payment information is encrypted in accordance with current security standards. We never store card information.

Exchanges*

You have a 30-day right to exchange items, starting from the day you received your order.

Free return shipping on your first exchange!

We offer free return shipping for the first exchange of a non-bulky item. Any additional exchanges will be charged as follows.

80 SEK per exchange for packages under 1 kg.
120 SEK per exchange for larger packages.

For exchanges of bulky items (over 1.4 m), such as surfboards, the customer is responsible for 100% of the return and exchange costs. The prepaid return label cannot be used.

The right to exchange does not apply to

Items that have been assembled or customized according to the customer’s specifications.
Custom-ordered or modified products.

For an exchange to be approved, the item must be

Unused and in like-new condition.
Returned in its original packaging.
Included with all labels and accessories.

How to Request an Exchange

Email info@surfers.se with your order number and the desired exchange.
Fill out the return form and select “Exchange.”
Send the item back using the DHL return label.
Once the return is approved, we’ll ship the new item.

Download the return form →

You are responsible for ensuring the return reaches us.

Return Address

Surfers Paradise / SIH International AB
Attn: Exchanges/Returns
Södergatan 22
432 44 Varberg

*Applies within Sweden. For exchanges outside Sweden, please contact us.

Returns & Right of Withdrawal*

You have a 30-day right of withdrawal from the date you receive your order.

Return Fees

80 SEK for packages under 1 kg.
120 SEK for larger packages.

The return fee will be deducted from your refund. For bulky items (over 1.4 m), the customer is responsible for the full return cost.

Exceptions to the right to cancel

Assembled or custom-made products.
Special-order or modified items.

How to Make a Return

Fill out the return form.
Place the item in protective outer packaging.
Use the DHL return label and drop off the package at a DHL agent.

Download the return form →

Refunds will be issued within 14 days after the return is approved.

In-Store Returns

You can return or exchange items free of charge at our store in Varberg during regular business hours.

Unclaimed Packages

For packages that are not picked up, or where DHL is unable to complete a home delivery because the recipient cannot be reached, a fee of 300 SEK will be charged.

Complaints

The Swedish Consumer Sales Act applies to complaints. Please contact us as soon as possible if you discover a defect in an item.

Personal Data (GDPR)

We protect your privacy. Read more in our privacy policy about how we handle personal data in accordance with the GDPR.

Force Majeure

We are not liable for delays caused by circumstances beyond our control, such as government decisions, natural disasters, fire, or labor disputes.