Still waiting on a

SurfStitch

refund?

SurfStitch accepts change-of-mind returns on most items for Australian customers within 30 days of delivery. Items must meet condition requirements, and a small number of product categories are excluded on hygiene grounds. Faulty or incorrectly sent items have separate rights under Australian Consumer Law.

Items eligible for a refund:

• Unworn and unwashed items — must be unused, in original condition, with all tags attached
• Items with intact packaging — original packaging and hygiene seals must be in place where applicable
• Swimwear — eligible if unworn, tried on over underwear, with all tags and protection stickers still attached; soiled items are not accepted
• Faulty or incorrectly sent items — eligible for a remedy regardless of the 30-day window, under Australian Consumer Law

Items NOT eligible for a SurfStitch change-of-mind return:

• Underwear — excluded for hygiene reasons
• Earrings and pierced jewellery — excluded for hygiene reasons
• Worn, damaged, or washed items — any item that shows signs of use or is missing tags after delivery
• Bulky items — not excluded from returns, but the free prepaid label does not apply

Faulty or incorrectly sent items: Under Australian Consumer Law, customers are entitled to a refund, replacement, or repair if an item is faulty, not as described, or unfit for purpose. This applies regardless of the SurfStitch change-of-mind return window.

Confirm the latest SurfStitch return eligibility criteria at the SurfStitch Returns page or the Australian Returns help article.

SurfStitch processes returns through an online portal. Follow these steps to book your return and request your refund.

Step 1 — Start your return online. Go to surfstitch.com/returns-order or the Returns section of your account to begin. Have your order number ready.

Step 2 — Select your items and preferred resolution. Indicate whether you want a refund to your original payment method, a size/style exchange, or store credit where applicable.

Step 3 — Download your prepaid return label. SurfStitch provides one free prepaid return label per order for standard domestic returns. Download and print it before packing.

Step 4 — Pack your items securely. Ensure all tags are attached and items are in their original condition. Include your order number as a reference inside the parcel.

Step 5 — Post within 7 days of booking. Your return must be posted within 7 days of booking. Returns posted after this window may be rejected.

Step 6 — Wait for processing confirmation. Once your return is received and inspected at the SurfStitch warehouse, you will receive an email confirming your refund.

If you hit a problem with the portal or need help:

• Email: customerservice@surfstitch.com
• Phone: 1300 420 184 (standard) | 1800 172 208 (freecall)
• Help Centre: help.surfstitch.com
• Hours: Mon–Thu 8:00am–5:00pm AEST | Fri 8:00am–4:00pm AEST | Sat 9:00am–3:30pm AEST | Sun: Closed

SurfStitch refunds take up to 14 business days to process from the date your return is received at the warehouse - not from the date you post it. Factor in additional time for shipping and your bank to clear the funds.

Typical SurfStitch refund timeline:

• Return shipping transit: 2–5 business days for your parcel to reach the SurfStitch warehouse
• Warehouse processing: Up to 14 business days from receipt and inspection
• Bank or payment provider clearing: An additional 3–10 business days after SurfStitch processes the refund

Afterpay and Zip refunds: Refunds for buy-now-pay-later purchases are processed back through the original provider. Your instalment schedule will be adjusted accordingly. Contact Afterpay or Zip directly if you experience delays after SurfStitch confirms the refund.

What can slow down your SurfStitch refund:

• Posting after the 7-day booking window
• Missing tags, condition issues, or damaged packaging discovered on inspection
• High-volume periods such as Black Friday or end-of-season sales
• Missing order number reference inside the parcel

What can speed things up:

• Including your order number clearly inside the parcel
• Posting promptly after booking — ideally the same or next business day
• Using the SurfStitch prepaid label, which is tracked and prioritised by the warehouse

SurfStitch refunds are issued back to the original payment method by default. Alternative options are available in some cases.

• Original payment method — The standard refund path. Applies to credit card, PayPal, Afterpay, Zip, and gift card payments. This is the default unless you request otherwise.
• Store credit / gift card — Available as an alternative. If your original purchase was made with a gift card, the refund is returned to a new gift card up to the gift card amount used; any balance paid by another method is refunded to that method.
• Exchange — You can request a size or style exchange instead of a refund. If the replacement item is unavailable, SurfStitch will issue a refund to your original payment method.

Key restrictions on SurfStitch refund methods:

• Bulky items — The free prepaid return label does not apply. You must arrange and pay for return postage yourself.
• Multiple returns from the same order — Only one free prepaid label is provided per order. Additional returns from the same order require you to cover postage costs.
• Afterpay / Zip — Refunds are processed through the BNPL provider, not credited directly. Your instalment schedule is adjusted, not cancelled and re-billed.

• Refund confirmed but funds not received — Some customers receive a confirmation email from SurfStitch but the funds do not appear in their PayPal, credit card, or bank account. After receiving confirmation, allow 5–10 business days for your bank to process. If funds still haven't arrived, contact SurfStitch with your confirmation email and escalate to your bank, Afterpay, or PayPal if needed.
  
  
• Slow or unresponsive customer service — Email responses have taken 4 or more business days in some reported cases, and reaching SurfStitch by phone can be difficult during peak periods. Email customerservice@surfstitch.com with your order number and full details upfront. If there is no response within 5 business days, follow up and consider raising a dispute through your payment provider.
  
  
• Returns portal errors — Some customers have found the online portal broken or unresponsive, making it impossible to book a return or access the prepaid label. Try a different browser or clear your cache first. If the portal continues to fail, contact SurfStitch directly by email or phone to request a manual return booking.
  
  
• Partial refunds or unexplained deductions — Customers have reported receiving less than expected. For example, only one item refunded when multiple were returned. Keep records of everything you post back, including photos of packed items and tracking information. Contact SurfStitch with tracking proof and an itemised breakdown if your refund is short.
  
  
• Swimwear returns rejected — Returns have been refused where protection stickers were removed or items showed signs of wear. Always try swimwear on over underwear and leave all tags and stickers completely intact. Only remove them once you are certain you are keeping the item.
  
  
• Store credits not honoured after administration period — Following SurfStitch's period of voluntary administration, some customers reported that gift cards and store credits were not honoured when the company resumed trading. If you hold any SurfStitch store credit, confirm its current validity with customer service before attempting to use it.