FAQ

 

How long does delivery take?

We partner with global merchants and artisans in order to provide you the best prices and the most interesting products. Most of our partners are from US & European countries, and some from Australia, Mexico, Malaysia, Japan, China, Thailand, Indonesia, South Korea etc.

Because we ship directly from our partners in these countries, your item normally takes 7-20 days to arrive, but it may take up to 2-5 weeks (varies by location). Please do not panic if it does not show up immediately, it's on its way :) If your order hasn’t arrived in the estimated delivery times, please contact our support team at support@awesurf.com

Can you provide me with a tracking number?

All tracking number will be emailed to the customer as soon as the tracking information becomes available. Shipping details could take another day or two to be reflected.

I've entered the wrong shipping address, can I change it?

If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it.

Please make sure to provide the correct shipping address. We will not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.

What to do if I still have not received my order?

Once your order has been sent, you will receive a confirmation email which will advise your estimated delivery date. If your order has not arrived by the estimated delivery date, we're here to help.

Please can you check the following before getting in touch?

  • Input the tracking number to view the up to date tracking.
  • Check if we have the correct delivery address for your order and your contact details are up to date.
  • This is relatively rare, but check if your order is held up in customs, we suggest calling your country's local post office/national post office or customs department directly and ask that they release & deliver your items immediately.
  • Check to see if you have a delivery card from the carriers. Your parcel may be awaiting collection at a local sorting office or delivery depot, or you may need to arrange redelivery by calling your country's local post office.
  • Check with your neighbours to see if they have accepted the parcel on your behalf.

If you still cannot locate your order we ask you to please allow 40 days from dispatch before reporting an item as missing.

If your order has not arrived after this time, and you are certain that it isn't with a neighbour or another member of your household, please contact us and we will investigate further and arrange a replacement item to be sent immediately.

Why don't you charge taxes?

We serve customers all around the world and every country has it different rules and regulations regarding taxes and duties. Upon receiving the product you may be asked to pay these additional fees depending on the country, state, or province in which you reside. It is the buyers responsibility to be aware of these local regulations and to pay any additional fees that may be imposed by his country.

What if I need to return something?

No worries! Contact us right away and we'll help guide you through the process.

Do you sell wholesale?

Yes! If you're interested in bulk order or wholesale, we can provide a comprehensive range of cool products around the world all at competitively discounted prices to fit your needs. Feel free to email us at support@brightthis.com now to find out more.