FAQ
1. How Do I Order?
Once you have placed your order, we will check our stock availability. If stock is confirmed, we'll and send you an invoice via email with our banking details for payment.
2. What if something I want is sold out?
If you would like to purchase an item that is sold out, please contact us anyway and we will see what we can do. We will chat with our suppliers and see whether we are able to assist you. Please reserve extra time for this process. We always do our best to assist our customers.
3. How can I pay?
Once your order has been confirmed you will receive an email with the relevant details and you can pay by EFT. We will hold your order for 2 business days. If payment is not made within that period then we cannot guarantee stock availability and your order will be cancelled.
4. How much is shipping?
We charge a base shipping rate of R230 for all orders to main areas and R350 or more to outlying areas. You can collect your order for FREE in store. Normal trading hours apply. For larger/fragile items, additional shipping costs will be added to your final invoice. Please check the product descriptions to see whether this applies. We are not solely an online store, so shipping is not added into the cost of our products. We work on a recommended retail price for all products and use base rates for shipping.
5. How long does shipping take?
Once we have dispatched your parcel shipping takes between 1 to 7 working days. If you live in an outlying area it may take longer. You will be supplied with a tracking number only if requested, so you can trace your parcel. If you place an order during high volume periods, promotional periods or product launches, please be prepared for your delivery to take a little longer than expected. We only ship orders on weekdays between 8am and 5pm.
6. What if my order is damaged?
We cannot take responsibility for anything that happens in transit. We will do our best to assist you if something does arrive damaged. All orders are packed with extra care. Please contact us within 7 days to report a damaged delivery and send a photo of the damaged item/s and box. We will then assist you further and be in contact with our courier company.
7. Can I collect in store?
Yes. Please select the "Collect in Store" option under shipping when checking out. We will confirm when your order is ready for collection. Please make sure to check our store trading times when collecting.
8. What if I no longer want to proceed with an order I placed?
Once an order is placed, it cannot be cancelled from your side. We understand if you're no longer interested in following through with your order. Please kindly give us the courtesy of simply sending an email or replying to an email or phone call and inform us. If we don't hear back from you within 7 business days, your order will be cancelled on your behalf. Nothing sucks more than being ghosted, man!
9. What if I want to return/exchange something?
Please read our Return's Policy.
10. Can I supply your store?
If you’d like to become a supplier please send us an email with your catalog/price list and we will let you know if we feel your products are the right fit for our store. No SPAM, please!
If you have any further questions please feel free to get in touch via email: groundswellsurfshop@gmail.com or give us a call: 032 946 2522