Customer Service

The following information is straight from our terms and conditions
Please read them before any purchase

We are here to help you in any way we can. Just call or WhatsApp Martijn at 0031 6 1075 8980. Martijn speaks Dutch and English. If he’s out surfing you can also use the chat function on our website. If one of our team members is online he or she will reply swiftly. Otherwise we’ll get back to you as soon as we can. Alternatively, you can also use our contact form or send as an e-mail at info@ilovesurfing.shop. You may expect us to get back to you within 24 hours.

We offer free shipping on all orders over €99,-*

We work together with several trusted and experienced shipping companies depending on the delivery destination.
We strive to deliver your products as soon as possible. The cost of shipping can be calculated during checkout but before making your payment.

*Extra shipping costs for remote areas

Please note that if you live in a remote area, extra costs may be charged (also on orders over €99,-).
To check if your address qualifies as a remote area, please click here. If extra costs are necessary we will contact you and ask you if you agree with these extra costs. If not you receive a full refund, no questions asked!

Delivery times

We strive to deliver your packages as soon as possible but we are dependant of our shipping partners.
Especially, surfboards and other bulky items may take longer than you are expected when ordering online.

Within the Netherlands expect 2 to 3 working days for your shipment to arrive after deployment.

Within the rest of Europe expect 7 to 9 working days for your shipment to arrive after deployment.

We will provide you with a Track & Trace number (if available) so you can track your package.

Please contact info@ilovesurfing.shop if you have any questions regarding your shipment.

Special note regarding surfboards

Because of their size it’s not (always) possible for you to select a specific day and time slot when they will be delivered.
You can track you shipment to see on what week day your surfboard arrives in order for you to make any arrangements to receive your surfboard.

Please contact us if you have any questions or requests about your delivery. We’re more than happy to do what’s within our capabilities.

I received a track and trace link but it doesn’t work

We send you a track and trace link as soon as we finished getting your order ready for pickup by our shipping partner. Sometime this shipping partner needs some time to process the information before the link becomes active. Usually, the link will contain up-to-date information around midday on the next working day after you received your track and trace link. Please contact us if you have any further questions about your track and trace link.

I received an ‘order status e-mail’, but what does this mean?

Normally, you will receive a couple of e-mails from us:

Processing order – This means we received your order and are now getting your order ready for shipment. During this time we also have to (double) check if your payment was accepted and if the item(s) of your order is still available in our warehouse. Yes, we do make mistakes sometimes. We will get in touch if anything is out of the ordinary, but otherwise we move to the next step.

Order completed – Your payment was successful, your order is complete and now ready for shipping. We communicated with our shipping partner that an order is ready for them to pick up. Shortly after this update, you will receive a track and trace link containing the latest status of your order. Please note, as explained in the previous paragraph, it may take a little while for the link to become active.

Order refunded – For various reasons your order was refunded. This could be for example that we haven’t got your (complete) order in stock. We will of course contact you first and try to find an other solution that suits you.

We only use trusted payment methods that are safe for you to use.
We do not store any of your payment data other than necessary to complete your purchase.
You can read more about the data we store in our privacy policy.

We accept different methods of payment and include:

  • Ideal
  • Creditcard
  • Paypal
  • Sofort
  • Bancontact

After purchasing a product you have the possibility to disband your purchase without giving reasons for 14 days after delivery. You must express this right by using this standard form (click to open and download) and e-mail the completed form to info@ilovesurfing.shop. After you’ve expressed this right you have a further 14 days to return the product. If we receive the product within this legal term, we will refund the initial purchase including shipping costs within 14 days after we receive the product. You only pay the sipping costs for returning the product. A returned item must be:

  • complete
  • intact
  • undamaged
  • not used
  • returned in it’s original packaging

Read all the information about this right in our Terms and Conditions.

This is our return procedure. Please read our terms and conditions to see if your purchase qualifies to be returned.

  1. Please contact us prior to any return
  2. Fill out this standard form and e-mail it to info@ilovesurfing.shop
  3. Repack the product with care. Liability for any damage during returns lies with you
  4. Address and pay for the package to be send to our distribution centre:
    I Love Surfing
    Viaductweg 48
    2525 KL
    The Hague
    The Netherlands
  5. You receive a full refund within 14 days after we received the returned item

If you have any questions, warranty questions or complaints please contact us at info@ilovesurfing.shop. We will do our best to reply as quickly as possible. Together we will try and find a suiting solution to your complaint.

Read all the information about warranty and disputes in our Terms and Conditions.

Special note on warranty regarding surfboards

Using a surfboard has high demands on the equipment, even small waves may occasionally create sufficient pressure to crease or even snap a surfboard. As surfers you have probably experienced this yourself, or heard the stories from fellow surfers. Therefore, in general surfboards are not warented, simply because of circumstances that are beyond our control. This includes, but is not limited to, breakage, creases, heat damage, broken fin boxes, dings, compressions or discoloration.

We are surfers ourselves and do understand how frustrating it is if a freshly bought stick snaps during one of your sessions. If this happens and you feel the breakage was in any way suspicious don’t hesitate to contact us. We can always see if we can come up with a solution.

I received an ‘order status e-mail’, but what does this mean?

Normally, you will receive a couple of e-mails from us:

Processing order – This means we received your order and are now getting your order ready for shipment. During this time we also have to (double) check if your payment was accepted and if the item(s) of your order is still available in our warehouse. Yes, we do make mistakes sometimes. We will get in touch if anything is out of the ordinary, but otherwise we move to the next step.

Order completed – Your payment was successful, your order is complete and now ready for shipping. We communicated with our shipping partner that an order is ready for them to pick up. Shortly after this update, you will receive a track and trace link containing the latest status of your order. Please note, as explained in the next paragraph, it may take a little while for the link to become active.

Order refunded – For various reasons your order was refunded. This could be for example that we haven’t got your (complete) order in stock. We will of course contact you first and try to find an other solution that suits you.

I received a track and trace link but it doesn’t work

We send you a track and trace link as soon as we finished getting your order ready for pickup by our shipping partner. Sometime this shipping partner needs some time to process the information before the link becomes active. Usually, the link will contain up-to-date information around midday on the next working day after you received your track and trace link. Please contact us if you have any further questions about your track and trace link.