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SurfStitch

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SurfStitch is one of Australia's most recognisable surf and lifestyle retailers, recently relaunched under new ownership following a voluntary administration process in mid-2025. The business now operates as a marketplace focused on local Australian surf, swim, and wellness brands, and is rebuilding its customer service function under the new structure.

Key support channels and facts:

• Email: customerservice@surfstitch.com (primary recommended channel).
• Phone: +61 7 5507 0499 - available Monday to Friday, 9am–5pm AEDT
• Response time target: Within 48 hours of query submission
• Help Centre: help.surfstitch.com. FAQs, returns info, order support
• Returns Portal: surfstitch.com/pages/returns - for initiating returns online

The most commonly reported issues during SurfStitch's transition period included:

Unresponsive Customer Service

• Multiple customers reported sending repeated emails and making calls with no response, particularly acute during the administration period in late 2024 and early 2025.
• Phone lines were frequently unmanned. Some customers could not reach a support agent via any channel for weeks at a time.
• Resolution often only came after customers escalated publicly through review platforms.

Delayed or Missing Refunds

• Customers initiating returns reported waiting 2–3 weeks after items arrived back at SurfStitch's facility before their refund was processed.
• Some refunds were confirmed but did not appear in accounts for extended periods, with no communication in between.

Delivery Delays

• Orders took significantly longer than the stated 2–5 business day delivery window during the transition period.
• Pre-Christmas orders arrived late, and some May 2024 orders weren't delivered until mid-June.
• Customers with time-sensitive orders are advised to use the SurfStitch Help Centre to track order status proactively.

Gift Cards and Store Credits Not Honoured

• Following the change in ownership, SurfStitch did not carry over old gift cards, loyalty points, or store credits from previous ownerships.
• Customers who held valid, in-date gift cards found they could no longer be redeemed, which has been a significant and widely reported source of frustration.
• New gift card information is available at surfstitch.com/gift-cards.

Faulty Products and Warranty Issues

• Customers reported receiving items that didn't match descriptions, or experiencing quality issues with products such as wetsuits and watches.
• In documented cases, faulty items were returned with no acknowledgement or follow-up from SurfStitch for weeks or months.
• Warranty claims are handled under Australian Consumer Law. Contact SurfStitch with photographic evidence and your order number.

Order Confirmation Gaps

• During the transition, some customers placed orders and received no confirmation email, leaving uncertainty about whether the purchase had been processed.
• If this occurs, contact SurfStitch order support via customerservice@surfstitch.com with your payment reference.

SurfStitch customer service in Australia is available via email and phone during business hours. Here is how to reach the right channel for your issue.

Email Support

• Address: customerservice@surfstitch.com
• Response target: Within 48 hours (Monday–Friday, 9am–5pm AEDT)
• Best practice: Include your order number, full name, and a clear description of your issue in the subject line
• Tip: If you haven't received a reply within 48–72 hours, follow up with a second email, and keep a copy of all correspondence in case you need to escalate

Phone Support

• Number: 07 5507 0499
• Hours: Monday to Friday, 9am–5pm AEDT
• Note: During the administration period, phone lines were frequently unmanned. If you can't get through, email is the more reliable backup channel.
• Quoting your order number at the start of the call speeds up verification significantly

Help Centre and Online Request Form

• Help Centre: help.surfstitch.com/hc/en-us/ — browse self-service articles on returns, shipping, and orders
• Contact Us page: Contact Us
• FAQ Section: Frequently Asked Questions
• Useful for checking standard policy questions before contacting support directly

Returns Portal (Returns and Exchanges Only)

• Portal: surfstitch.com/pages/returns
• Enter your order number and email address to book a return online
• One free prepaid return label is available per order for standard domestic returns

Returns

• SurfStitch offers returns within 30 days of receiving your order (for Australian customers)
• Items must be in original condition with all tags attached. Clothing must be free from marks, stains, and rips
• Swimwear may be returned unworn with all tags and hygiene stickers intact, underwear and earrings cannot be returned unless faulty
• Outlet items cannot be returned unless faulty or incorrect
• Full details: SurfStitch Returns Policy | Australian Returns Information

Refunds

• Refunds are typically processed within 10 business days of the returned item being received and approved
• The refund covers the item price and applicable tax; original shipping charges are only refunded where required under Australian Consumer Law
• If your SurfStitch refund is taking longer than expected, document your return tracking and follow up directly via email.

Cancellations

• SurfStitch does not accept order changes or cancellations once an order has been placed, as orders are processed immediately
• If you need to cancel, contact customerservice@surfstitch.com as quickly as possible after placing your order. Cancellation is not guaranteed

Shipping

• Standard shipping: $12.95. Estimated delivery 2–5 business days to most areas
• Free standard shipping: On orders over $125
• Express delivery: Free for orders over $75; $9.95 for orders below $75
• Optional shipping insurance available at checkout: SurfStitch Shipping Insurance
• Full shipping details: Australian Shipping Information

Warranties

• Warranty claims are assessed case-by-case under Australian Consumer Law
• Contact SurfStitch with photographic evidence and your order number to initiate a warranty claim

Gift Cards

• Gift cards and store credits from previous ownerships (prior to May 2025) are not honoured under the new management
• New gift card information: surfstitch.com/gift-cards