Frequently asked questions

RETURNS & REFUNDS:

1 · RETURNS

Items purchased online can be returned within 30 calendar days from the time of purchase.  

Returns & Black Friday | The return time for garments bought on Black Friday will be extended to 60 calendar days.

To be eligible for a return or refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging and with its tags. 

Several types of goods are exempt from being returned. Perishable goods such as surfboards, magazines/books, maps or gift cards, etc., cannot be returned*.

Garments as swimsuits, bikinis... are in direct contact with the skin so the customer should try them on for the first time with the underwear. If you want to return it, it will be revised and the return will only be accepted once it is revised and on its original conditions.

The customer will be responsible for the payment of the shipping of the item in a return or exchange. The shipping of the new item will be at the expense of Pukas Surf Shop and once received the item that the customer wants to exchange.
The shipping of the new item will be done by Pukas Surf Shop.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

*Surfboards | You will have 30 calendar days to claim a faulty item. We believe that this time is sufficient to assess if a board has a production fault. Any claims of this nature made after 30 calendar days will not be considered for an exchange of the board.  

** Second hand surfboards | These are not eligible for refund. If you have doubts before purchasing any second hand surfboard, please write us an email at sales@pukassurfshop.com 

To complete your return, send the parcel to the following address including your name and order number on it. This is VERY important:

OLATU PUKAS SURF (Att. Paula / order number)

CALLE OLAGARAI 2, 20180 OIARTZUN, GIPUZKOA

SPAIN

 

RIGHT TO WITHDRAW (except surfboards*)

You have the right to withdraw from this contract within 14 calendar days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. However, this law doesn't apply to any customizable products.

 

STOCK SURFBOARDS*

· Delivery Option | After purchasing a surfboard, you will have 14 calendar days to cancel it after receiving the confirmation order mail. 

> The shipping cost of returning the board to us will be the client's responsibility. > If 14 calendar days have passed since the confirmation order mail, the client will have to pay a penalty that entails the 10% of the cost of the surfboard.

· Pick Up Option | After purchasing a surfboard, you will have 14 calendar days since the confirmation order mail to cancel de order. After this time, the client will have to pay a penalty that entails the 10% of the cost of the surfboard.

 

REFUNDS (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, please contact your bank having in mind that depending on your bank several days may pass before you see the transaction on your account.

We advise you to check your bank account again and contact and check with your back.

If you’ve done all of this and you still have not received your refund yet, please contact our Customer Service at sales@pukassurfshop.com .

 

SALE ITEMS (IF APPLICABLE) 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

EXCHANGES (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at sales@pukassurfshop.com  and send your item to the address above.

 

RETURNS & EXCHANGE OUTSIDE THE EU, except Switzerland

For returns outside Europe, Pukas Surf Shop will organize a pick up with a shipping company for the purchased item. This item should be packaged and prepared accordingly and in the same conditions it was delivered. 

The cost of the pick up will be charge to the customer unless there is a reason that would be assessed particularly.

 

USA RETURNS

Customers will be responsible for the returns made from United States. Have in mind that these returns will include customs expenses that will be charged. 

We can schedule a pick up for the item that will be returned. In this case, the pick up service and custom expenses will be charge and they are approximately 150,00€ (this price will be assessed particularly for every case).

 

2 · EU VAT & TAXES

  • For customers in Spain, the local VAT rate is charged; 21%.
  • For customers within the European Union [EU] countries, the EU VAT rate is calculated according to destination-based sourcing, which means that tax is charge to a customer based on their location.
  • For UK, USA, Switzerland and International customers, no VAT or additional taxes are charge at checkout. Custom fees or taxes may be charged at customs upon arrival but Pukas Surf Shop does not cover these charges and cannot foresee them since are determined by the local government.
  • For UK clients, 21% taxes plus a 2.5% tariff will be applied at UK customs.
  • For USA clients, imported goods are subject to duty when the value is over USD 800. 

1 · CUSTOM SURFBOARDS

Custom boards cannot be returned or refunded as they are custom boards. Unless there is a manufacturing defect or has a damage caused during shipping which, in that case, you have 7 calendar days to fill out a claim if the package is damaged and 24h if the packages shows no sign of damage. Always counting from the day of reception of the package (not the opening). You always need to indicate the carrier, even if you see damages on the package or looks perfect, to write on their record of delivery: "Pending Revision"

After purchasing a custom surfboard you will have two weeks since the confirmation order mail to cancel de order. In this case, each case will be assessed particularly. If the return is accepted, the client will have to pay a penalty that entails the 30% of the cost of the surfboard.

 

STOCK SURFBOARDS

· Delivery Option | After purchasing a surfboard, you will have 14 calendar days to cancel it after receiving the confirmation order mail. 

> The shipping cost of returning the board to us will be the client's responsibility. > If 14 calendar days have passed since the confirmation order mail, the client will have to pay a penalty that entails the 10% of the cost of the surfboard.

· Pick Up Option | After purchasing a surfboard, you will have 14 calendar days since the confirmation order mail to cancel de order. After this time, the client will have to pay a penalty that entails the 10% of the cost of the surfboard.

 

FOLLOW THESE STEPS TO UNBOX YOUR SURFBOARD > CLIC HERE

Make sure you follow these steps when it comes to unboxing your surfboard delivery. It will make the difference if the package arrives with any kind of damage due to transport.

Clic here to follow the steps.

2 · SHIPPING, RATES & DELIVERY TIMESAll items are shipped by parcel post with CORREOS EXPRES and DHL. You have the opportunity to follow your package via track and trace from shipping until it is delivered. Once you have received the package, you should inspect the goods.If you see that the package is badly damaged in the outside when delivered, you can refuse the reception. The package will be sent back to us and we will able to check the content. If the package and / or contents are damaged, please immediately contact our Customer Service atsales@pukassurfshop.com

DAMAGED PACKAGE? DAMAGED GOODS? TIME IS ESSENTIAL

Pukas Surf Shop is not responsable for the compensation for damaged goods  during transport and can not know the final compensation that the shipping company will provide for them. However, Pukas Surf Shop will fill out a claim for you in order to get compensation from the shipping company. IMPORTANT | Remember that we have 7 calendar days to fill out a claim if the damages are not visible. With some couriers we only have 24hours. If the damages are visible on the package, you need to indicate so to the courier at the moment of delivery, otherwise there is no possibility to claim the damaged goods.· Damage goods with SEUR (Spanish courier) |If you have received a package and it appears to be damaged, you must notify the delivery person at the time of delivery. If the breakage was not apparent, you have 7 days from delivery to make a claim. It is necessary that you provide: invoice for the value of the goods or proof of purchase, photographs of the goods and/or packaging. Remember to keep the packaging of the damaged goods.Follow this stepsto unbox the package.Whenever you receive a package please let the courier take official note that says: PENDING REVIEW.So timing is key. If these are not respected, we won't be able to manage a compensation with the transportation companies.TIMINGS

  • Spain orders: 1 to 3 business days from shipping day onward.
  • EU orders: 3-6 business days from shipping day onward.
  • Finland: 8/9 business days from shipping day onward.
  • International orders: 6 to 10 business days from shipping day onward.

 

SPAIN SHIPPING RATES | ESPAÑA

The shipping rates may vary depending on the size, volume and weight of the package. The following rates are estimates for the smallest packages. The rates will be properly calculated at checkout.

· Peninsula: 3€/shipping 

· Balearic Islands: 10€/envío

· Canary Islands, Ceuta y Melilla: 10,00€/envío + 16,00€ D.U.A.

 

INFORMATION NEEDED FOR SHIPPING TO THE CANARY ISLAND & THE UK 

· Shipping to Canary Island | You need to be a citizen of the Canary Island and we will ask you to provide your ID (DNI) for shipping.

· Shipping to the UK requires for us to ask for your passport number.

 

UK / UNITED STATES / SWITZERLAND / OUTSIDE EU / INTERNATIONAL ORDERS

We ship worldwide.

International Packages are shipped using DHL Express Worldwide.

Your Passport number will be a documentations requirement in order to dispatch your order, alongside your phone number and shipping address.

Your order confirmation details only shows the amount collected by us, please contact your local government for specific details. By completing your order you agree to pay all applicable fees.

We do not cover or foresee customs handling fees, taxes and brokerage charges for the UK, Switzerland, United States or any international shipping. These are determined by your local government, may vary by country and are addressed upon arrival.

Refused or returned packages will be abandoned and no international shipping charges or fees paid to local government will be refunded.

As for the VAT and taxes, it may vary considerably from country to country:

  • For customers in Spain, the local VAT rate is charged; 21%.
  • For customers within the European Union [EU] countries, the EU VAT rate is calculated according to destination-based sourcing, which means that tax is charge to a customer based on their location.
  • For UK, USA, Switzerland and International customers, no VAT or additional taxes are charge at checkout. Custom fees or taxes may be charged at customs upon arrival. Pukas Surf Shop does not cover these charges and cannot foresee them since are determined by the local government.
  • For UK clients, 21% taxes plus a 2.5% tariff will be applied at UK customs.
  • For USA clients, imported goods are subject to duty when the value is over USD 800. 

 

SHIPPING TO UNITED STATES 

We do ship surfboards and goodies to the States. However, we cannot guarantee our best customer service once the package crosses the ocean.

Make sure that the package is OK and there are no visible damages.If there are visible damages on the box, you have two options:a) Make the courier know. take notes of the damages at the moment of delivery.Even if there are no visible damages on the package, tell the carrier to take note:"Revision Pending" before accepting the package. This will facilitate that it can be reported to the shipping company and then you accept the delivery. Often enough, the content of the package is perfectly fine even though the package looks like it had a rough journey. If the package is damaged outside and you don't inform the courier at the delivery, we won't be able to fill out a claim. If there are no signs of damaged packaging, please let the courier know when you signed that is pending the review of the goods, just in case the goods inside are damaged.b) Refuse the delivery.If you see that the package is severely damage, you can refuse to accept it and it will be return to us at Pukas Surf Shop. However, if you decide to accept it and don't inform the couriers and make him take note of if, we won't be able to fill out a claim if the goods inside are damaged.

 

2 · TAKE CLEAR PICS OF THE PACKAGE

It may happen, even though it is rare, that the package looks perfect but the content has suffered some damage. That is why this step is also very important.Make sure you take several pictures as follows:> Take a clear pic of the shipping sticker that comes on the package that holds of the information of the delivery.> Pictures of the exterior of the package from different sides, angles, etc. > Picture of the interior of the package, so it can be seen how the content was packed beforehand opening it.

3 · OPEN DE WRAPPING OF THE CONTENT CAREFULLY

4 · THE CONTENT HAS ARRIVED IN PERFECT CONDITIONS

Enjoy you order!

5 · THE CONTENT IS DAMAGED

If the content shows damages, you can contact us sending us an email tologistics@pukassurfshop.com.Attached in this email all the pictures that you have taken beforehand as explained in the previous steps.Remember that if the goods are damaged during shipping, Pukas Surf Shop is not responsable for it but will fill out a claim for you in order to get compensation.You will have only 7 calendar days to fill out a claim counting from the day of reception of the package. After those 7 days, no claim will be accepted.Also, we can not know the final compensation that the shipping company will provide for the damage goods during transport if the claim is accepted within those 7 calendar days.
IMPORTANT for Claiming Damages during Transportation |Remember that we have 7 calendar days to fill out a claim if the damages are not visible. With some couriers we only have 24hours. If the damages are visible on the package, you need to indicate so to the courier at the moment of delivery, otherwise there is no possibility to claim the damaged goods.
· Damage goods with SEUR (Spanish courier) |If you have received a package and it appears to be damaged, you must notify the delivery person at the time of delivery. If the breakage was not apparent, you have 7 days from delivery to make a claim. It is necessary that you provide: invoice for the value of the goods or proof of purchase, photographs of the goods and/or packaging. Remember to keep the packaging of the damaged goods. Follow this steps to unbox the package.

If you're not shopping from the EU keep in mind that you'll be seeing the prices without VAT. You'll have to pay the VAT of your country and the custom fees once the package arrives.