FAQs

Click on a question below to go to the answer.

CONTACT US

ORDERS

SHIPPING AND DELIVERY

PAYMENT

ONLINE GIFT CARD

  • We do not currently offer online gift cards.

STORE GIFT CARD

RETURNS AND WARRANTY

CAREERS

WEBSITE

ACCOUNT

GENERAL

CONTACT US

How do I contact Amazon Customer Services?

can contact customer service on luv@amazonsurf.co.nz or call 0800 AMAZON (0800 262 966).
Our office hours are 9 00am – 5 00pm Monday – Friday.

ORDERS

Do I need to create an account to place an order?

No, we have a check out as a guest option, however, we recommend you create an account.

Why isn’t my promo code working?

Please check the code for typos and the expiry date of the promo, please contact customer service if you are unable to use your promo code.

Has my order been placed?

If you have not received an order confirmation email immediately, please check your Junk and/or clutter folder, alternatively, 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?

Please contact customer service as soon as possible, so we can update or cancel your order for you before the goods ship.

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.

How can I get a copy of my invoice/receipt?

You can contact our Customer service and they will be able to assist, please have your order number handy.

Is your footwear displayed in UK or US Sizing?

All our footwear is displayed in US sizing unless stated otherwise

Why haven’t I received a confirmation email?

Please check your Junk and/or clutter folder, if you are unable to locate your confirmation please contact customer service.

Is everything in store available online?

If you have seen an item in-store but not online, chances are it has sold out online. We recommend you call the store that you originally saw the item and check it’s still in stock. Products can be transferred into your local store.

Can I place my order over the phone?

To protect our customers and ourselves from any fraudulent transactions, unfortunately we cannot take orders by phone.

SHIPPINT AND DELIVERY

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.

How much is shipping?

We charge a $5.00 shipping fee on all order under $50.00 and use an overnight shipping service with CourierPost.

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.

Do you ship outside of New Zealand?

No sorry, we only ship to New Zealand addresses.
If you have a New Zealand shipping address of a friend we can send it there and they can organise to send it to you.

Why are only some of my items on the shipment notification email? I placed an order for multiple items but they’re arriving separately – why is that?

We fulfil online orders from selected stores around the country your items may be sent separately, for example your jeans might come from Auckland and your tee might come from The Mount. When possible, we will dispatch your whole order from one store. When it's not possible they will be sent from different stores which can result in them arriving at various times.

Why is it taking so long for an item to ship?

Sometimes we must 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.
If it has been more than a few days since placing your order and you have not received shipping confirmation, please contact customer service.

My order has never arrived, where is it?

Please check your tracking number, a delivery attempted may have been made and the parcel could be awaiting collection from the courier depot. Alternatively contact customer service to find out where your order is.

What happens if I receive an incorrect item?

If you receive an incorrect item, please contact Customer Service straight away and we will arrange for a courier track pack to be sent to you to return the item. Once this is received by us, the correct item to be sent to you.

I have received a faulty or damaged item

If you receive a faulty or damaged item, please contact Customer Service straight away and we will arrange for a courier track pack to be sent to you to return the item. Once this is received by us, a refund or a replacement be sent to you.

I have entered an incorrect shipping address, what do I do?

Please contact customer service as soon as possible, so we can update your order for you before the goods ship. Amazon cannot be held responsible for an incorrect address being entered on your order. We will attempt to update any incorrect order details. Address Confirmation is given on the review & buy page in the checkout section of the site.

What kind of delivery service do you use?

We use a tracked overnight shipping service with CourierPost for all our Online orders, this service runs Monday – Friday.

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.

PAYMENT

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, Q Card, PayPal and Laybuy.

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.

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.

The item I purchased on now on sale, can I get a refund on the difference?

We are unable to give a refund on the difference if an item you purchased is now on sale. We recommend keeping an eye out on our social media to be the first to know about up in coming sales and promotion.

STORE GIFT CARD

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.

How do I buy an Amazon Surf store gift card?

Amazon Surf store gift cards can be purchased from any Amazon store. Check here for store locations.

How Long are gift cards valid for?

Gift cards are valid One Year from the date the card was issued .

What do I do if I lose my Gift card?

Unfortunately, gift cards are treated like cash. Please report the lost card to our Customer Service Team as soon as possible with as many details of the purchase as possible.

RETURNS & WARRANTY

What is your online returns policy?

If you receive an item that you are unhappy with for any reason, simply return it to us within 15 days, in the condition that you received it and we will happily refund you the cost of the item. Returns must be in as new condition with tags attached unless faulty. Faulty goods will be dealt with as per the manufacturer's warranty. Swimwear can be returned if it is unworn, in its original condition with all tags and protection stickers attached. Please note that all swimwear that is sold in a set must be returned in a set. We recommend sending returns via registered post as we do not accept responsibility for lost or damaged items.

What is your instore returns policy?

We love what we sell to you, and we want you to love it too. So, if you have purchased an item instore and there is a problem our goal is to get you an exchange or a credit note with as little pain as possible. When returning your goodies purchased from one of our Amazon stores, here's what we need from you:
All items in original, unworn condition with tags still attached
Your receipt or proof of purchase
Goods are to be returned within 15 days from purchase
Returns are unable to be processed on good purchased on sale so please choose carefully, if the goods are deemed faulty we will meet our obligations under the Consumer Guarantees Act.

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. Please note all online orders purchased using Laybuy or PayPal as the payment method must be returned to our warehouse. If you would like to exchange items via our returns warehouse, we will process a refund on the items returned, and you will need to re-purchase the correct size/style via our website. We recommend you purchase the replacement as soon as possible to ensure stock does not run out.

  • 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 Laybuy or PayPal as the payment method must be returned to our Online Returns Warehouse and cannot be returned to store.

How do I return an item purchased in-store?

Our goal is to get you an exchange or a credit note with as little pain as possible. Head into your local store with the items you want to return and the receipt and our store staff will assist you. Please ensure all items in original, unworn condition with tags still attached.

How do I return an online order I purchased with Laybuy or PayPal in store?

All online orders purchased using Laybuy or PayPal as the payment method must be returned to our warehouse. If you would like to exchange items via our returns warehouse, we will process a refund on the items returned, and you will need to re-purchase the correct size/style via our website. We recommend you purchase the replacement as soon as possible to ensure stock does not run out.

What payment method can I use online?

  • Credit cards accepted are Visa, Mastercard, American Express and Q Card
  • Laybuy
  • PayPal

Unfortunately, because right now our online and in-store systems don’t talk to each other, Amazon Surf store gift cards cannot be used online at this time. They can only be used in our stores. A pain we know, but we’re working on getting this sorted for you in future…bear with us and we’ll let you know when that becomes possible. GST of 15% is included in the price of goods purchased.

How do I return an item that is Faulty?

You can return a faulty item in the same way you would return any purchase. Please ensure you have a copy of your receipt. 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.

Can I return an item that I have used?

Sorry, only products in new unused condition will be accepted for returns.

Can I exchange an item for another size or something else?

The easiest way to exchange an item is through one of our stores. Find our nearest stores here. If you would like to exchange items via our returns warehouse, we will process a refund for the items returned, and you will need to re-purchase the correct size/style via our website. We recommend you purchase the replacement as soon as possible to ensure stock does not run out.

Have you received my return?

We will send you a refund confirmation email once your return has been processed.

Is postage for returns free?

Returns are at the cost of the purchaser. For security and peace of mind, we strongly suggest using a tracked postal service as we are not liable for lost or damaged parcels.

Will my refund include shipping charges?

Unfortunately, we do not refund the shipping cost.

What if I don't have the shoe box my shoes came in anymore?

When returning any items please ensure the original packaging stays intact, this includes shoes boxes. All returned boxed items need to be packed inside a courier satchel.

How long does it take for me to receive a refund?

Please allow up to 7 business days for us to receive your return. Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your refund as quickly as possible. To keep you informed, we will email you confirmation of your refund.

Do you offer a warranty on your products?

The warranty on product is covered by the manufacturer/supplier. If you have a warranty query please contact customer service.

CAREERS

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 yourbeautifulfuture@amazonsurf.co.nz if you would like to get in contact with our Human Resources department, we hope to hear from you soon!

WEBSITE

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.

Is your site secure?

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use. View Privacy Policy

ACCOUNT

How do I set up an account?

  • 1. Click on Register located in the top navigation bar
  • 2. Complete the required fields
  • 3. Select Submit

Please note our passwords must be 8 characters long, contain one Capital Letter, one Number, one Special Character. E.g. AmazonSurf1!

How do I update details in my account?

Log in to your account by clicking on the My Account tab located in the top right-hand corner of the navigation bar.

  • 1. Enter your email address and password
  • 2. Click on the "Login" button
  • 3. Click on the "Edit" button located next to section you wish to edit
  • 4. Update your new information
  • 5. Click on the "Save" button

What if I forgot my password?

If you forget your password, we can email it to your account's email address. If you would like to do that now, please follow the instructions below:

  • 1. Click on My Account located in the top navigation bar
  • 2. Directly under the password field is a link that says, "I forgot my password". You will be taken to the password screen, where you will be prompted to enter in your email address.
  • 3. Type your email address and click "Reset Password". We will send an email with a password reset link.
  • 4. Click the link inside the email.
  • 5. Enter a new password and click "Reset Password"

Please note: our passwords must be 8 characters long, contain one Capital Letter, one Number, one Special Character. E.g. AmazonSurf1!

What are the benefits of making an account?

When you make an account with us you can make purchases online with ease. You can create wish lists and you have access to see all our previous order history.

GENERAL

Where are your stores located?

We have stores across New Zealand. Click here (please insert hyperlink to: https://www.amazonsurf.co.nz/stores) to find your closest store.

I emailed Customer Service but I have not had a reply?

Please check your Junk and Clutter Folder in case our emails have been filed there. Please be patience during busy periods we will do our best to get back to you as quickly as possible. Our office hours are Monday to Friday 9am – 5pm.