Where can I go if I have a complaint or a question?
Products with which you are not satisfied can be returned or returned at the AlohaSurf Shop. For products that do not meet your expectations 'not satisfied, money back' applies. Items can be exchanged with purchase receipt within 14 days. When returned products are not in original condition (opened packaging, used or damaged due to customer's fault) they will be refused or partially refunded.
Also with other questions and complaints you can contact the AlohaSurf Shop. You can report your complaint by e-mail with reading confirmation to AlohaSurf. You will immediately receive a confirmation of your question and a response within 5 working days.
Dissolution of the purchase (right of withdrawal):
If the customer wishes to dissolve the agreement, the customer must inform AlohaSurf by e-mail to [email protected] with reading confirmation about the order number. In order to provide you with the best possible service, we ask you for the reason of revocation, however, you are not obliged to do so.
If the customer has already made one or more payments when he or she cancels the agreement, AlohaSurf will refund these payment(s) to the customer within 30 days after receipt of the returned products.
Products may be viewed and fitted but not used or worn. After delivery you have 14 days to cancel the purchase. It does not matter whether or not the product has been shipped or delivered.
In case of cancellation of the purchase, the costs for return shipment will be for the account of the customer. No administration costs will be charged. Returns are not possible for sale items.
Please return the order in a protective box to Strand Noord 2B, 2586 ZZ Scheveningen. Please let us know by e-mail for which product it should be exchanged. In order to provide you with the best possible service, we ask for the reason for the exchange, however, you are not obliged to do so. Products may be viewed and fitted but not used or worn. The packaging may be opened but in a neat way. The shipping costs for returning the product are for the account of the customer. In case of an exchange of a product, the costs for returning the product are at the expense of the customer. There are no administration costs.
The shipping costs for an order above € 50, - including VAT are completely free. Below this amount we charge administration/shipping costs. Payment with Ideal is € 8, -, Credit card € 13, -, Paypal is € 10, - Cash on Delivery is € 8.
- Paypal: With this payment method you can process the payment directly during the ordering process with your own login. You settle with a payment environment that is familiar to you. Surferswebshop will complete the further payment with Paypal itself.
- Ideal: Only possible for orders within the Netherlands. With this payment method, you can directly during the ordering process the payment with your own bank. You pay in your familiar internet payment environment, based on specific security methods of your own bank. If you telebanking, you can directly use iDEAL, without having to sign up for it.
- CreditCard: Visa, MasterCard and American Express. You can safely enter your credit card details via our secure SSL procedure and we will take care of the correct processing together with your credit card organisation. Your credit card will be charged at the time of delivery.
- If you use Mr Cash, you can also choose the payment method Maestro.
- Cash on Delivery: Upon delivery of your order, you must pay the amount due for the product immediately. Cash on delivery costs are € 8 to a collection amount of € 100, - and € 1.60 extra for each € 150, - or part thereof. These costs should be added to the amount due. Cash on delivery amounts above € 1.000,- incl. VAT are unfortunately not possible. Neither are C.O.D. shipments to Belgium possible!
- Pick up: At the AlohaSurf Shop in Scheveningen. This is free of charge.
- Maestro is only possible for orders from Belgium. With this payment method you can process the payment directly with your own bank during the ordering process. You pay in your familiar internet payment environment, based on specific security methods of your own bank. If you use telebanking, you can directly use Maestro, without having to log in.
After placing your order, the package will be delivered within 2 working days.
Delivery by GLS Logistic: The first time it will be offered to the delivery address you specify. If not at home there will be a letter in the box with a non home message and a notification of the first next delivery. After the second delivery attempt, it will be delivered to the neighbours in case of 'non home notice'. You will also receive a written message with the address where it was delivered. Non-home message call GLS 0900-1116660
Delivery by Mostert Transport: The first time it is offered to the address indicated in the order. If not at home there will be immediately a delivery to the neighbors. You will receive a written message with the address where it is delivered.
PLEASE NOTE: All our shipments are delivered in 100% recycled shipping boxes. It is therefore possible that there is a different product on the box than what is inside!
After ordering, you will receive a transport email containing the intended delivery date and the carrier of this package. By means of a track & trace we can see if and when the package has been delivered. We work with GLS Logistics and Mostert transport (surfboards). Our aim is to deliver the package within 2 working days.