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All products are shipped using recorded delivery. We cannot be held responsible for any consequences due to the loss of a parcel or a late delivery from the Post Office or the Carrier. In case of a loss of package, we will ask the Post Office to open an inquiry.
General Information
We deliver anywhere in the world at the delivery address indicated by the customer when registered. The customer may, at his request, obtain and receive the invoice at the billing address and not the delivery address by choosing this option provided for this purpose during the online order process. With regards to shipping, we work mainly with La Poste's Colissimo. Once you have placed an order online you will receive an email from mossurfing.com confirming the details of your order. An additional email will be sent when the order has been packed and despatched from the mossurfing.com warehouse.
Delivery times
For France all our products (excluding surfboards) are delivered within 48 hours with Colissimo and if the order was placed before 2pm during our opening days from Tuesday to Saturday. If a product was ordered on a Sunday or a Monday then the product will be shipped on Tuesday.
Delivery times for internanional shipping will vary based on the country. This can take up to 2 weeks. When you will have created your account the delivery times will be indicated on the shipping page during the purchase process.
Delivery faults due to the Carrier
The customer is required to check the condition of the packaging of the delivered goods and report any damage caused by the carrier to the carrier and to mossurfing.com within 2 days of receiving the parcel by either sending us an email or calling us on 0033(0)5.58.43.98.87 between Tuesday and Saturday and between the hours of 9am to 4pm French Time (GMT +1:00).
Delivery errors
If there should prove to be an error with an item delivered then mossurfing.com will exchange or compensate you fully, and we will arrange for free postage of the item to be returned.
In such case of error, please contact mossurfing.com on 0033(0)5.58.43.98.87 between Tuesday and Saturday and between the hours of 9am to 4pm French Time (GMT +1:00) and quote the order number showing on the delivery order to obtain your returns number. Upon receipt of the complaint, we will assign a number to exchange the product and will communicate this number by e-mail, fax or phone to the customer.
The exchange of a product can take place only after awarding the customer an exchange number so please do not post any items to mossurfing.com before obtaining this exchange number.
Right of withdrawal
You have a period of 10 days to return, at your expense, the products which do not suit you. This period starts from the date of delivery of the package. If this deadline falls on a Saturday, Sunday, Monday or a bank holiday, it shall be extended until the next business day.
Any return must be reported to us in advance by email or telephone 0033 (0) 5.58.43.98.87 Tuesday to Saturday from 9am to 4pm French Time (GMT +1:00) with your order number.
Only products which have been returned in their original packaging complete and intact and in perfect condition for resale will be considered. Any product that has been damaged or whose original packaging has been damaged, will not be refunded or exchanged.
This right of withdrawal can take effect without any penalties, except the cost of return. In the case of the right of withdrawal, you have the option of requesting either a refund or exchange the product. In the case of an exchange, re-shipment will be at your own expense.
In case of exercise of the right of withdrawal, we will make every effort to refund you within 15 days. However, given the technical nature of products sold, this period may be extended to 30 days, especially when the product needs a technical audit such as surf accessories and surf westuits.
You will then be reimbursed via PayPal. |
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