shipping & returns
At SMILE Surf Wear, we're committed to delivering exceptional products and service. Here's everything you need to know about shipping and making returns or exchanges.
Making a Return - SMILE Returns
We want you to love your SMILE gear — but if something isn’t quite right, here’s how to return or exchange your item. Please get in touch before sending anything back.
1. Check if your item is eligible for return
To be eligible for a return or exchange, your item must:
- Be unused and in the same condition you received it
- Have all original tags attached
- Filed a return within 14 days of delivery
If your item meets these conditions, you can proceed with the next steps.
2. Received a damaged or faulty item?
If not, please proceed with the next step.
If your item arrived damaged or defective, please contact us directly at support@smile-surfwear.com or use the chat tool on the bottom right. We’ll help you file an exchange request, and in most cases, we replace damaged items free of charge.
3. Want to return an item?
If you’d like a refund because the item is not as expected, doesn’t fit or you’ve changed your mind, you can submit a return request through our Return Page.
To log-in please use the same E-Mail address that you have used for the initial purchase so we can connect the right order to your return. Once your return is approved, you will receive the necessary return document and further instructions.
4. Return shipping
Return shipping costs must be covered by the customer. Please find our return hub addresses below this return process. We recommend shipping your parcel using a tracked shipping service to ensure safe delivery.
Shipping fees are non-refundable.
5. Liability
We cannot assume responsibility for returns lost or damaged in transit. Please keep your tracking information until your return has been processed.
6. Refunds
As soon as your return arrives and is inspected, you’ll automatically receive an email notification.
If approved, your refund will be issued to your original payment method within 14 days.
7. Need extra help?
If you have questions about your return or need assistance, contact us anytime at support@smile-surfwear.com or use the chat tool in the bottom right — we’re here to help.
Our Return Hubs for your return shipping
Please note that most online postage services require you to create an account before purchasing a label. If you prefer not to create an account, you can simply visit your local post office to purchase the return label in person.
Office Germany
SMILE Surf Wear
Mr. Leon de Vos
Robert-Bosch-Straße 8
49377 Vechta
Germany
Office France (All Europe orders)
SMILE Surf Wear
Mr. Leon de Vos
112 BD Marguerite de Rochechouart
75018 Paris
France
Recommended Carriers:
DPD
La Poste
Office USA
SMILE Surf Wear
Mr. Leon de Vos
3925 Oak Hurst Circle
Fair Oaks CA 95628
USA
Recommended Carriers:
USPS
UPS
Office Australia
SMILE Surf Wear
Ms. Kirilly Hughes
35/78 Maidstone Crescent
Exmouth, Western Australia, 6707
Australia
Recommended Carriers:
Australia Post
Ordering from outside our main regions?
If you’re returning an item from a country not listed above, simply choose the closest return location and send your parcel using your local postal service or UPS.
If you're unsure which option is best, feel free to contact us — we’re always happy to help find the easiest solution for you.
Local Reseller Returns
If you purchased from one of our authorised resellers, you’re welcome to return the item to them directly or contact our support team. The same 14-day period and unused condition policy applies.
Exceptions
Our refund and return policy is subject to the following exceptions:
- Custom-made or personalized items
- Sale or clearance items
- Items marked as final sale
Non-Returnable Items
Certain items are non-returnable, including gift cards, downloadable software products and used products.
Shipping
We proudly ship our products internationally*, so no matter where your adventures take you, we’ve got you covered. Every shipment is carefully packaged to ensure your order arrives in perfect condition, ready to join you out on the water.
*Europe deliveries are eligible to the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.
*International deliveries are eligible to the following countries only: Australia, Argentina, Brazil, Canada, Chile, Israel, Japan, Malaysia, New Zealand, Philippines, South Africa, Switzerland, Thailand, USA, Vietnam.
Shipping Liability
- Liability for Shipment:
SMILE surf wear is not liable for the loss or damage of packages during shipping. In the unfortunate event that your package goes missing, please contact our support team at support@smile-surfwear.com. We are committed to finding a satisfactory solution for you. - Customs and Duties:
Please note that delivery delays may occur due to your local customs. If your package is held, it is your responsibility to communicate with customs officials. SMILE surf wear is not responsible for any customs fees or duties incurred. We recommend checking with your local customs office if your order is not delivered as expected.
Our Guarantee
We want every interaction you have with SMILE Surf Wear to leave you with a smile. If you have any questions or need assistance with shipping or returns, don’t hesitate to contact us at support@smile-surfwear.com.