FAQ


WHOLESALE

Would you like to purchase wholesale Zn Surf ZInc?

Thank you in advance for your interest in working with Zn Surf Zinc. Please indicate the name, location and website for your distribution business and we will get back to you shortly.

 In order for us to direct you to the sales representative, please provide us with the name and location of your store and other brands you carry on our contact form below. 

 

 

SHIPPING

Orders are sent Sunday to Friday excluding Public Holidays. Your order will typically leave our warehouse within 2 business days of you placing your order.

International shipments with EMS Standard Delivery usually arrive within 15-25 business days.
International shipments with DHL Express Delivery usually arrive withing 2-4 business days. 

Please note that international shipments are often subject to customs/import fees, which vary by country and can delay delivery.

If you are interested in expedited shipping options, please email us at hello@surfzinc.com

  

DO YOU HAVE WORLDWIDE SHIPPING?
We have Standart Free worldwide shipping. If by any chance you country is not listed, please contact us hello@surfzinc.com
We ship to over 200 countries worldwide offering  EMS STANDARD DELIVERY or DHL Express Delivery

  

WHAT HAPPENS TO MY ORDER IF I'M NOT AT HOME WHEN IT ARRIVES?
If you are not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

 

 

RETURNS

If for any reason you are not happy with your purchase, you may return the items within 14 days of receipt for a refund less the original shipping charges. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.  All goods will be inspected on return. The goods are your responsibility until they reach our warehouse, so make sure it's packed up properly and can't get damaged on the way! In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. We are not responsible for any items that are returned to us by mistake. Once we've got your return, we'll issue your refund within 1 business day (excluding weekends and public holidays) and drop you an email once this has been done.

To complete your return, we require a receipt or any other proof that you have returned the items. As an International customer, you can return your parcel using any postal service. 

Please do not send your purchase back if :

-Any item not in its original condition, is damaged or missing parts for reasons not due to our error .

-Any item that is returned more than 14 days after delivery

For returns + replacements please email us: hello@surfzinc.com

 

REFUNDS

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, then 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. We do not refund shipping costs or credit card fees. Refund usually take up to 21 working days (excluding weekends and public holidays) for your return to be delivered back to our warehouse in Bali, Indonesia, depending on your location and which postal service you use.  

 

WILL YOU REFUND THE SHIPPING CHARGES ON MY PARCEL?
We will usually refund what you paid for your order but not the delivery charge.
 

 

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us: hello@surfzinc.com

  

SALE ITEMS

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

 

 

WHAT HAPPENS TO MY REFUND IF I'M NOT USING MY CARD ANYMORE?


Your refund will still go back onto the card details used on your order as long as the card account is still open.
When a card is lost, stolen or cancelled, we can still refund that card.
We cannot refund your order to a different card.
If you have any issues seeing your refund 10 working days after it was completed by us, please get in touch ( hello@surfzinc.com )

  

EXCHANGE

We only replace items if they are defective or damaged by our fault. 

For returns + replacements please email us: hello@surfzinc.com

 

I HAVE AN INCORRECT ITEM IN MY ORDER, WHAT TO DO?


We want to sort out any issues with incorrect items straightaway.
Please contact us ( hello@surfzinc.com ) with the order number and the incorrect item's name and number.

 

 

CAN I CANCEL MY ORDER WITH YOU AFTER I'VE PLACED IT?
You have up to 30/60 minutes to cancel your order from the time your order is completed.

For CANCEL  please email us:hello@surfzinc.com

 

 

CAN I AMEND MY ORDER WITH YOU AFTER I'VE PLACED IT?
We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery methods, shipping addresses, size/color/quantity of items, adding a discount after purchase or payment method including if you payment was declined.
We're really sorry about this, however, you may be able to cancel your order and place a new one instead.

There is a window of up to 30/60 minutes to cancel your order from the time it was placed.

 


CAN I HAVE ITEMS SENT TO SOMEONE AS A GIFT?
If you want to send your purchase to someone as a gift then you can use their address as the shipping address for your order.

We offer a gift wrapping service for extra charge (+5€ ). It includes small gifts from Bali and nice craft paper box. Please choose it in our Catalog as a SEPARATE item.

We don’t display the prices of items on the paperwork included with an order so you can keep how much you’ve spent a secret.

PRICING

All pricing are listed in EU Euros. Currency conversion rates may be reflected on final credit card charges for international orders.

 

 

CAN I GET A PRICE ADJUSTMENT ON AN ITEM I’VE ALREADY PURCHASED?
As an online business our prices change in response to cosmetic trends, stock, promotions and demand from customers. This does mean an item can change in price after you've purchased it.

 

WHAT DOES “PRE-ORDER” MEAN WHEN CHECKING OUT?
Pre-ordering means you are reserving your item before it has actually been released. All products are made in small batches in Bali. We would love to give you fresh cosmetics, that´s why we have “PRE-ORDER” option.  All pieces on "pre-order" are still in production with our factory and will be shipped out as soon as they are completed.

 

 WHAT DOES LIMITED EDITION OR ONLINE ONLY MEAN?

Sometimes we make something very special in a very limited edition, and you can be first to get it. Limited Edition means that we only produce a certain number of each style and we won’t be restocking if/when it sells out.

Online only means that this items available to purchase only in our online-shop and can not be acquired in our sale spots.

WHOLESALE INQUIRY/PERSONAL COSMETIC DEVELOPMENT?

Write us: hello@surfzinc.com

QUESTIONS?
For all other questions, please reach out to us through our email: hello@surfzinc.com
Usually we response to inquiries within 12h.  .