Click on a question below to go to the answer.
- Do you ship outside of New Zealand?
- Do I need to create an account to place an order?
- Why isn’t my promo code working?
- Has my order been placed?
- What If I am trying to place an order and there is an error?
- How do I make changes to my order?
- When will my order ship?
- Has my order shipped?
- Why are only some of my items on the shipment notification email?
- Why is it taking so long for an item to ship?
- How can I track my order?
- There is a problem with my order, what should I do?
- My order has never arrived, where is it?
- How can I get a copy of my invoice/receipt?
- What happens if I receive an incorrect item?
- Can I collect my order at an Amazon store?
- Is GST included in your prices?
- What forms of payment are accepted?
- When will I be charged for my order?
- Why is there a hold on my funds?
Returns & Warranty
- How do I return an item I purchased online?
- How do I return an item purchased in-store?
- How do I return an item I purchased in store with Laybuy?
- What payment method can I use online?
- Returning a Faulty Item
- Can I return an item that I have used?
- Can I exchange an item for another size or something else?
Online Gift Card
- We do not currently offer online gift cards.
Store Gift Card
- Can I use an Amazon Surf gift card bought in store online?
- How do I buy an Amazon Surf store gift card?
Contact Us FAQ
How do I contact Amazon Customer Services?
You can contact customer service on firstname.lastname@example.org or call 0800 AMAZON (0800 262 966).
Our office hours are 9 00am – 5 00pm Monday – Friday.
Do you ship outside of New Zealand?
No sorry, we only ship to New Zealand addresses.
You may be able to ship to a friend or family members address in NZ and get them to send it to you overseas.
Do I need to create an account to place an order?
Yes. Log in or create an account here.
Why isn’t my promo code working?
Please double check the expiry date of the promo and you can also contact customer service to check the promo code.
Has my order been placed?
If you do not receive an order confirmation email immediately, please contact customer service.
What If I am trying to place an order and there is an error?
If you have any technical issues while using the site, please contact customer service.customer service and we will assist you with placing your order.
How do I make changes to my order?
If you want to change your address, an item or cancel your order, you cannot make changes the changes in your account. Please contact customer service as soon as possible, so we can update or cancel your order for you before the goods ship.
When will my order ship?
Orders typically ship within two days, excluding weekends and holidays. Items are delivered by Courier Post (actual transit times may be up to 7 days from despatch). A shipping confirmation email will be sent when your items are shipped.
Has my order shipped?
You will receive a shipping confirmation email when your items are shipped. If it has been more than a few days since placing your order and you have not received a shipping confirmation email, please contact customer service.
Why are only some of my items on the shipment notification email?
We have multiple fulfillment locations and your items may be sent separately, for example your jeans might come from Auckland and your tee might come from The Mount.
However you will receive a shipping confirmation email and tracking number for each parcel that we send to you, so you can track each parcel.
Why is it taking so long for an item to ship?
Sometimes we have to find items in other store locations that do not ship online orders. This can take us some time, but we are committed to finding the items you ordered within our stores or from a supplier if they have it.
How can I track my order?
You will receive a shipping confirmation email when your items are shipped. It will contain a tracking number that you can use to track your order here.
If it has been more than a few days since placing your order and you have not received shipping confirmation, please contact customer service.
There is a problem with my order, what should I do?
Please contact customer service to work out any problems you are having with your order.
My order has never arrived, where is it?
Please contact customer service to find out where your order is.
How can I get a copy of my invoice/receipt?
Your final invoice will be emailed to you when all of your items have shipped. A copy of your final invoice can be obtained by contacting customer service. You will also need this for returns.
What happens if I receive an incorrect item?
If you receive an incorrect item on your order, please contact Customer Service straight away and we will arrange for a courier track pack to be sent to you to return the incorrect item. Once this is received by us, the correct item to be sent to you.
Can I collect my order at an Amazon store?
No sorry, at this stage all orders must be sent to a nominated New Zealand addresses.
Is GST included in your prices?
GST of 15% is included in the price of goods sold.
What forms of payment are accepted?
We accept all major credit cards: Visa, Master Card, American Express and Q Card, Paypal and Laybuy. We cannot process Amazon Surf store gift cards online at this time.
When will I be charged for my order?
Your credit card will only be charged once your entire order has shipped. Most orders ship within two days of you placing your order. You will receive a shipping confirmation email once your order is dispatched and a final receipt email once all items have shipped.
Why is there a hold on my funds?
When you place your order we authorise or hold your funds until your order ships, so we can be sure that you will have enough funds in your account when we finalise the payment. The hold will release once we accept payment.
How do I return an item I purchased online?
If for any reason you are not completely happy with your Online purchase, you are able to return the item within 15 days from the ship date. Please ensure the product is in original, unused condition, with original tags and packaging.
ONLINE RETURNS PROCESS
To return an item from your online order to our Return’s Warehouse for a refund follow the below steps. All online transactions placed using the Laybuy payment method must be returned to our Online Returns Warehouse using the below process and cannot be returned to store. Please note we cannot process exchanges through our Return’s Warehouse, this is because we fulfil online orders through our stores and our warehouse doesn’t hold the same stock the stores do.
- 1. Complete your returns form. If you have miss placed your returns form, you can download one here.
- 2. Pack all items you wish to return along with your returns form into secure packaging or reuse the original packaging.
- 3. Address your return to Amazon Surf Online Returns and send your parcel to:
Amazon Surf Online Returns 63A Apollo Drive, Albany, Auckland 0632.
For security and peace of mind, we strongly suggest using a tracked postal service as we are not liable for lost or damaged parcels.
Once received in our warehouse, we will inspect and process the goods within 48 hours. We will email you confirmation of your refund, and how it is being processed. In most cases, refunds should hit your account within 1-5 business days. If you would like an update on your return or If you experience any issues with the above steps 1-3, contact Customer Service.
RETURNS & EXCHANGES TO YOUR LOCAL STORE
If you would prefer to return your purchase to a store, we accept returns and exchanges at any one of our stores nationwide. Simply pop into your local Amazon Surf store with a copy of your order confirmation email or packing slip, please ensure all items are in an original, un-worn condition with tags. Click here to find your closest store.
Please note all online transactions placed using the Laybuy payment method must be returned to our Online Returns Warehouse and cannot be returned to store.
What payment method can I use online?
- Credit cards accepted are Visa, Mastercard, American Express and Q Card
GST of 15% is included in the price of goods purchased.
Returning a Faulty Item?
You can return a faulty item in the same way you would return any online purchase.
As above, visit any Amazon Surf store or send back to the Amazon Surf Return’s Warehouse.
It is at the Store Manager/Returns Administrator’s discretion whether they replace, exchange or refund the item in line with the Amazon Surf Returns Policy. The item may need to be sent back to the manufacturer to be assessed before a return can take place.
If returning to the Amazon Surf Return’s Warehouse, follow the return procedure above and select 'damaged' as the reason for return.
Can I return an item that I have used?
Sorry, only products in new unused condition will be accepted for returns. p>
Can I exchange an item for another size or something else?
We can only process exchanges in store. If you don't have an Amazon Surf store handy, you can return the unwanted item to our warehouse for a full refund and purchase the replacement item through our online store. Find our nearest stores here here.
Store Gift Card FAQs
How do I buy an Amazon Surf store gift card?
Amazon Surf store gift cards can be purchased from any Amazon store.
If you cannot make it to a store, please contact your closest Amazon Store and they can arrange for one to be posted to you.
Check here for store locations.
Can I use an Amazon Surf gift card bought in store online?
Unfortunately Amazon Surf store gift cards cannot be used online at this time. If you have a plastic gift card with a barcode on the back and no pin number, it is a store gift card.
How can I become a part of the Zon Crew?
We advertise all our available positions on Trade Me and Seek, our employment email is email@example.com if you would like to get in contact with our Human Resources department, we hope to hear from you soon!
How do I unsubscribe from your emails?
At the bottom of each email we send, there is a link that says ‘unsubscribe from this list.’ Select this to unsubscribe.
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