At Boutique Surf Active, we’re passionate about providing top-quality surf, bodyboard, kitesurf, and stand-up paddle equipment to water sports enthusiasts worldwide. Our shipping and returns policies are designed to give you confidence in every purchase.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Options
Standard Shipping (€12.95):
– Carriers: DHL or FedEx
– Delivery time: 10-15 business days after dispatch
– Includes tracking and insurance
Free Shipping (Orders over €50):
– Carrier: EMS
– Delivery time: 15-25 business days after dispatch
– Includes basic tracking
Delivery Areas
We ship worldwide with the exception of some Asian countries and remote areas. If you’re unsure about delivery to your location, please contact us at [email protected] before placing your order.
Returns & Exchanges
We want you to be completely satisfied with your purchase. If you’re not happy for any reason, we offer a straightforward return and exchange policy.
General Conditions
- You have 15 days from the date of receipt to request a return or exchange
- Items must be returned in their original condition: unused, with all tags and packaging intact
- Custom or made-to-order products cannot be returned or exchanged
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged unless in original sealed packaging:
- Swimwear and surf boardshorts (only if original packaging is intact)
- Worn neoprene products (bodyboard and surf wetsuits)
- Used bodyboard UV protection equipment
- Clearance or promotional items marked as « non-returnable »
Return Process
Step 1: Submit a Request
Email your return/exchange request to [email protected] with the following information:
Subject: Return/Exchange Request – Order #[order number]
Body:
Hello Boutique Surf Active team,
I would like to return/exchange the following item from my order #[order number]:
Product name: [full product name]
Reference number: [if available]
Size/Color: [if applicable]
Reason for return: [defect, wrong size, etc.]
I confirm the item is in its original condition with all packaging and tags.
Best regards,
[Your full name]
[Your order number]
[Your email address]
Step 2: Approval & Instructions
Our team will respond within 48 hours with:
- Return authorization (RMA)
- Detailed return instructions
- Prepaid return label (if applicable)
Step 3: Ship Your Return
Carefully pack the item in its original packaging and include:
- The delivery note or invoice
- The RMA number clearly visible
Boutique Surf Active – Returns
37 Rue du Faubourg Boutonnet
Montpellier, FR 69133
France
Step 4: Processing
Once we receive and inspect your return (typically within 3-5 business days), we’ll notify you about the status of your refund or exchange shipment.
Refunds
- Timing: Processed within 5-10 business days after receiving and inspecting the returned item
- Method: Refunded to the original payment method (Visa, MasterCard, JCB, or PayPal)
- Amount: You’ll receive the purchase price of the item. Original shipping costs are non-refundable unless the return is due to our error
Exchanges
To exchange an item, follow the same procedure as for returns. Shipping costs for the new item will be your responsibility unless the original product was defective. If your desired item is no longer available, we’ll offer a refund instead.
International Returns
For customers outside the EU:
- Return shipping costs are your responsibility
- Mark the customs form as « RETURNED GOODS – NO VALUE » to avoid additional charges
- We cannot refund initial customs duties
Questions?
Our team is here to help! Contact us at [email protected] for any questions about our shipping or return policies.
Surf safe, shop with confidence!
The Boutique Surf Active Team