Can I Exchange Something?
When returning an item to us, the only option available will be to refund the returning item.
If you require an alternative size in an item you purchased, we would recommend placing a new order for the new size and returning the size that is not suitable.
Check here more info about it.
Can we cancel or change your order?
We usually only have around 15 minutes to cancel an order once it has been placed. Please keep in mind our opening hours as we will not be able to process any cancellation requests outside of these times. We would always recommend giving us a call when you need to cancel your order as we may not be able to answer your email straight away.
If your order has already been dispatched, you will need to return all the items in the order. The items must be in their original condition and will be inspected once we have received them.
Can you buy gift voucher?
We do not currently sell gift vouchers. It is something we are looking into for the future. Please note that all orders are dispatched with an invoice. However, no prices are listed next to the products ordered. You are therefore more than welcome to place an order as present and the recipient will then receive the item(s).
Christmas Opening Hours
During the holiday season, the Customer Experience team will be working reduced hours and so it may take us a little longer to get back to you than usual. For details on closures and reduced hours please see below.
There will be some days the phone lines will be closed and live chat will be unavailable or the opening hours will be a little shorter. If you need to contact us in this time it is best to send us an email and we will get back to you as soon as we are able. We would recommend only sending one email per issue, as sending several may push your case further down the queue.
Opening Hours Amendments
16th-26th December : CLOSED
If you need some help or advice on returns, missing items or similar you can head over to our help pages where we have some articles on frequently asked questions.
How can you track your order?
We offer a range of delivery methods which you are able to select during the checkout process, most of them are tracked.
You can track your order from the dispatch email confirmation or using your tracking number on our carrier's websites.
To find your tracking number please log in to your Wavesensations account.
If your order is not tracked or if you have any question, please contact us.
Is something wrong with your order?
Have you just received your order and something is wrong?
First of all, we are really sorry. When things go wrong around the festive period we know it can be stressful to get things sorted. We are here to make it as easy as possible for you!
We could blame anyone or anything causing chaos in our shop, however it is probably down to human error or even one of our carriers.
To help you in the best way we can, please contact us via email giving us as much information as you can. Once done, you will receive a confirmation email which indicates that your query has been received and is in the queue.
Please contact us before returning your order as you will be charged for the return costs.
- Damaged item: please send us pictures of the damages and the box by email
- Damaged package: please check if any item is damaged and send us pictures of the damages and the box by email
- Wrong size: please verify all sizes on the box or the tag - sometimes items show the brand size or a different gender size which can differ from country to country. If there is an error then please let us know by email. Please let us know which size was received and which size you were expecting.
- Wrong item: please check if the dispatch note on your parcel is the correct one and let us know by email. Please let us know what item was received (brand, colour) what was expected. It can be caused by an error on the website, a picking error or a mistake when labelling the parcel and finding out what happened will help us resolve the issue and offer you the best option.
- Wrong order: it's one of those we really don't like because it means you received the order and so did somebody else! This is due to one of our team members adding the wrong label to the wrong parcel. Please contact us by email and letting us know your order number and the order number you can find on the dispatch note.
Please note that we do our best to resolve all issues and answer every questions as fast as possible but sometimes it takes a little longer, especially around Black Friday and Christmas. If you send us another email within 24h, our system will unfortunately push your query down to the queue. In case of emergency, give us a call and one of our team member will assist you!
If you are not home you can change the order date or chose your favourite place contacting us, or if delivered by royal mail, it will be left at the local post office depot.
What is our returns process?
We will only refund returns or exchange items that are in the original, mint condition and complete with all original packaging, any accessories, manuals or tags and sent to us within 30 days of order arrival. Shipping costs are not refundable. For more details check paragraph 2 at Terms & Conditions
To return or exchange an item, the customer must fill out the return form available in the online store, add it to the package and send it by registered mail to the following address:
Wavesensations – Sagres Surf Shop
Rua Comandante Matoso
Shipping costs are paid by the customer.
Once we receive the returned item, we will verify that it is complete and in the original condition in order to process the refund or exchange it.
In the case of a return, the customer may choose to use a credit in our online store for the same amount or receive a cash refund.
If the customer opts for a refund and the payment was made by credit card or ATM, the refund amount will be transferred to the IBAN that the client indicated on the return form. If the customer paid via paypal or credit/debit card, their value will be credited at the paypal account, or credit/debit card account.
For items returned by post mail we only exchange sizes and colours from the same model. It is possible to exchange an ordered item for a different one at our physical stores as long as the client presents the invoice and respects all the returns/exchange requirements (within 30 days of order receipt and product must be in mint condition, and with original packaging).
The exchanges from past collections (Outlet) can only be exchanged by the Online Store.
When will your return be processed?
Please note that returns are normally processed within 10 working days, once the returned products have been received into our warehouse. Please make sure to keep the return receipt with the tracking information on it.
Upon inspection of the returned product, Wavesensations will issue a refund less the original delivery charge. In the unlikely event that an item is returned to us in an unsuitable condition, Wavesensations reserves the right not to refund the item and arrange to send the item back to you at your expense.
A return confirmation email will be sent to you once your return has been processed.
If you returned your parcel via a tracked method then please check the delivery status. If your parcel has been received back and you still have not received your confirmation email within 10 working days, please contact us with your tracking number.
Why is a promotion code not working?
Wavesensations promotional codes often run for a limited period of time so please make sure you check the expiry date of the code. They do not apply on certain brands, discounted items and hardware unless otherwise specified. We are unable to apply a discount after an order has been submitted.
Only one promotional code can be used per order, and we are unable to combine promotional codes together. We recommend that you use the code that gives you the best deal.
If the item you are trying to purchase is showing the promo box next to the image but after adding the promo code at the checkout stage the discount has not applied then contact us with the product code of the item(s) you are trying to purchase so that we can check for you.