Had an issue with

SurfStitch

?
Find the best path to resolve it quickly.

Want to submit a complaint to SurfStitch? Here are the steps you need to take to get the outcome you want:

1. Documentation: Keep note of your order number, item name/SKU, photos (faults/damage), tracking link (if relevant), and the outcome you want (refund, replacement, store credit, or a correction).
2. Email: Send your complaint to the SurfStitch contact email: customerservice@surfstitch.com. SurfStitch states support operates online 9am–5pm AEST, Monday to Friday (excluding public holidays).
3. Website: Use “Send us a message” on the official contact page (name, email, phone, comment): SurfStitch contact page.
4. For Returns Issues, Start with Your Order: Go to your account → Open the order → Select items → Click “Request Return”: SurfStitch account (orders & returns). This creates the cleanest case trail for anything tied to the SurfStitch returns policy.
   
   1. If “Request Return” Isn’t Visible Yet: SurfStitch notes it may not appear until the item is delivered. If you can’t access it, email support and ask them to create the return request for you.
5. Set a clear deadline: Ask for a reply within (for example) 2 business days, and include your availability (AEST) to reduce back-and-forth.

Tip: Use a subject line like “Complaint – Order #[number]” and include your preferred resolution upfront.

SurfStitch positions itself as the first point of contact for purchases, customer queries, and returns, while also stating its website operates as a marketplace where some products are sold and/or fulfilled by independent Sellers.

Meaning that you complain to SurfStitch first, and SurfStitch coordinates with the relevant Seller where needed.

Next Steps:

• Confirmation and Responses: Handled online during SurfStitch’s stated service hours (9am–5pm AEST on weekdays).
• Faulty/Damaged/Not as described items: SurfStitch says you may be entitled to a repair, replacement, or refund under consumer guarantees. They may request photos or extra details to assess the issue faster.
• Change-of-Mind Returns: SurfStitch states returns are accepted on most items within 30 days of delivery if the item is unworn/unused/unwashed and packaging/tags/seals are intact where applicable.
• Return Approvals and Labels: Once assessed/approved, SurfStitch says it provides return instructions and, in most cases, a pre-paid return label (with exceptions for some bulky goods disclosed before purchase).
• Refund Preferences: SurfStitch notes change-of-mind returns may be issued as store credit, and if you want a refund back to the original payment method you should clearly request that in the return request. For faulty items (or where required by law), refunds are to the original payment method.
• Timing: SurfStitch indicates its refund process timing varies by payment provider, but is typically within 10 business days of approval.
• Dispute Clause: SurfStitch’s terms state you should contact customer service first, and that either party may take a matter to a tribunal or court at any time.

Across major review platforms and forums, SurfStitch complaints typically look like:

• Slow Replies or Difficulty Getting Responses when something goes wrong (especially delivery and refunds).
• Refund delays after a return is sent (“return delivered but no refund yet”).
• Marketing Messages (SMS spam) and difficulty unsubscribing.
• Delivery Expectations and Delays, particularly around time-sensitive periods (for example, pre-holiday cut-offs).
• Gift Cards / Store Credit Disputes after SurfStitch’s administration and restart. This includes complaints about older credits not being honoured, based on SurfStitch’s published policy around pre-May 2025 gift cards/credits.