Refund Policy & Shipping

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, just go to our contact page and tell us the exact issue so we can start the return / refund process. 

You can always contact us for any return questions.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If for some reason your item was received damaged, broken, or unusable, please send us photographed / video proof of the problem as well as the packing slip to info@surflisbon.com  We also require you to send us your order number and contact information so we can further assist you. Please do not send your purchase back to the original sender.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping
Depending on where you live, the time it may take for your item to reach you, may vary and customs fees may apply.  

If living in a country where your government requires customs to be approved and cleared, it is the buyers responsibility to make sure they are checking in with their postal service, pay the customs fee, and to accept and receive the package.  If not the package does get sent back to the return address, where shipping costs will apply to the buyer to resend the package.

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 you will receive your item.

"First Class Shipping" is not the safest way to ship, as it does not include a tracking number.  We recommend using "Priority Mail Shipping" for any USPS orders when checking out.  

The address provided to us upon checkout is what is used when we fulfil your orders.  From there, we hand it over to the shipping service and it is the responsibility of UPS / USPS to deliver it to you.  We are not responsible for any lost or stolen packages.  If there is a issue regarding lost or stolen mail, UPS / USPS should be contacted - not us. 

If an order is returned to sender for an incomplete / incorrect address, please make sure to contact us within 30 days as we can resend the package to you with the cost of shipping prices. (Our time, processing and handling will be covered by our team.)  We can also offer a refund on your order but this does not include the shipping costs that was already spent on the postal service in the first round of shipping.
**Again, after 30 days after the package is returned to sender, it will not be held.  If this part of your concern, please contact the shop via email and we can find a solution for you to keep you psyched!

If your tracking information states that your package was delivered and you have not received it, you must contact your local postal service within 10 days to file a claim. We will assist you in working with the carrier to complete the claims process. Claims can take up to 30 days, depending on the shipping carrier used to complete. 

*Reminder: surflisbonshop.com does not hold or accept responsibility for packages that have been reported delivered, lost, or stolen by the carrier.

If we find that you are eligible for new replacement due to damage, then you will be responsible for paying for your own shipping costs.  Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.