At Surf Tide Motion, we’re committed to getting your premium watersports gear to you efficiently and ensuring you’re completely satisfied with your purchase. Our adventurous spirit extends to our customer service – we want you to focus on the waves while we handle the details.

Shipping Information

We ship globally (excluding some remote areas and parts of Asia) using reliable carriers to ensure your gear arrives safely.

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Cost: £12.95
  • Free Shipping:
    • Available for orders over £50
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

Pro Tip: For faster delivery to European destinations, choose our Standard Shipping option. The tracking is more detailed and delivery times are typically quicker than EMS.

Returns & Exchanges

We stand behind our products but understand that sometimes gear needs to be returned or exchanged. Our policy is designed to be straightforward while protecting all customers’ health and safety.

Return Policy Overview

  • Return window: 15 days from receipt of order
  • Condition: Items must be unused, in original packaging with all tags attached
  • Proof of purchase: Required for all returns

Important Hygiene Note: Wetsuits (adult and children’s) and changing robes can only be returned if the original hygiene liner is intact and unused.

Step-by-Step Return Process

  1. Contact Us: Email [email protected] within 15 days of receiving your order with:
    • Your order number
    • Reason for return
    • For exchanges: specify the replacement item details
  2. Receive Instructions: We’ll email you a Return Merchandise Authorization (RMA) number and return address
  3. Prepare Package:
    • Securely repackage the item with original packaging
    • Clearly write the RMA number on the outside of the package
  4. Ship It Back: Send to our returns center:
    Surf Tide Motion Returns
    74 Grove Rd
    Norwich, GB NR4L 2GG

Refund Processing

  • Timing: Refunds processed within 5 business days after we receive and inspect your return
  • Method: Issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Non-refundable (except for damaged/incorrect items)
  • Bank Processing: Allow 7-10 business days for the refund to appear in your account

Exchange Policy

For size, color, or product exchanges:

  • Follow the standard return process above
  • Clearly state in your email that you want an exchange and specify the replacement item
  • You’ll be responsible for any price difference and additional shipping costs
  • We’ll process your exchange once we receive the original item

Damaged or Incorrect Items

If your order arrives damaged or incorrect:

  • Contact us within 48 hours of delivery
  • Include photos of the damaged/incorrect item and packaging
  • We’ll arrange a replacement or refund and cover return shipping costs

Non-Returnable Items

For safety and hygiene reasons, the following cannot be returned unless faulty:

  • Opened personal care products
  • Used water sports equipment (SUPs, bodyboards, etc.) with signs of wear
  • Items without original packaging or tags

Need Help?

Our friendly customer service team is here to help you get back to the waves with gear you love! Contact us at [email protected] with any questions about our shipping or returns policies.

Sample Return Request Email:

Subject: Return Request – Order #[Your Order Number]

Dear Surf Tide Motion Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]).

Item(s) to return: [Product Name, Size, Color]
Reason for return: [Please specify]
For exchanges, I would like: [New Product Details if applicable]

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]