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Shipping and delivery
Can you tell me the time of delivery of my package?
No, unfortunately we can not indicate the exact time of delivery.
What I am supposed to do if my product come broken or damaged?
We take responsibility to ensure that the products you have ordered arrive in perfect condition.
Products that pose a risk of damage during transit, such as surfboards, foam, etc., are insured in case of damage. To expedite the process, we recommend sending us the transport claim form as soon as possible so that we can process the procedures with the transportation company. We also recommend notifying the carrier at the time of delivery of any visible damage to the packaging.
Can you provide an invoice for my purchase?
Yes, we send it by e-Mail for every order, and you can download or print it from your account, in “History of orders”.
What happens if you do not respect the delivery time announced?
We depend on the carrier we work with, and unfortunately they are not 100% reliable. We do a daily monitoring of the status of the deliveries, and we do everything is possible to resolve the possible issues. But we understand that sometimes a delay implies not being able to enjoy your new gear, and it is for this reason that if we are late delivering your order, we will propose the return and full refund of your order, and we will assume all delivery and return costs associated. If you can wait, we will do everything is possible to delivery your order as soon as possible.
How much are the shipping costs?
Shipping costs are free for orders exceeding 149€ with delivery in Europe (99€ for Spain and Portugal), except surfboards and blanks. For other orders, the website calculates the amount of the shipping costs depending on the weight of the goods and on the place of delivery. You just have to put your mouse over the cart, or tap over the cart, and the website will indicate the amount of the shipping costs, which are updated as you add or remove products.
Do you deliver to any part of the world?
Yes, we ship in any country, except surfboards and foam that we only ship in Europe. To know the amount of the shipping cost to your country, you just have to register on the website, add the products to your cart, and put your mouse or tap over the cart icon, and the website will indicate the amount of the shipping costs.
Payment methods, Taxes, and prices
Can I pay on delivery, directly to the carrier?
No, due to the high expense of this payment method.
Does the price includes taxes?
Yes, all prices include VAT, except if you login from the Canary islands, Ceuta, Melilla or Switzerland. For shipping in those areas, we'll show you the prices without VAT.
Which payment method do you accept ?
Credit card, Paypal and bank transfer! You will find more details on the payment methods page.
I live in the Canary islands, Ceuta or Melilla, will I have to pay customs fees and VAT?
Yes, you will have to pay the customs fees as well as the IGIC directly to the carrier that delivers your order. Customs fees range between 10 and 25€, and the IGIC is 7% of the invoice.
I have a company within the european union but outside of Spain, can you make me an invoice without VAT?
Yes, if you give us a valid intra-community VAT number, we will issue an invoice exempt of VAT.
Placing an order
Are the products I see on the web really in stock?
We are transparent about the availability of our products, which is updated in real time. The quantity of each product is managed automatically, in such a way that if only one product remains in stock, and you buy it from us, the availability of this product will automatically become "Sold out". Or, if you try to buy more units than what is in stock, we warn you.
Just above the price of the product, we indicate:
«In stock»: product in stock in our warehouse for immediate shipment
«Manufacturing time: 4-6 weeks»: product available on request, which will be made to measure for you
«See sizes available»: we depend on the stock of our supplier, consult us
«Temporarily out of stock»: product not available for sale at the moment.
Why does not the website don´t let me buying the quantity of items I want?
For most products, we only let you buying the quantity that we have physically in stock in our warehouse. This allows us to meet the announced delivery deadlines and give you a better service. However, if you need more quantity than what we have available, contact us, we will try to get it for you.
What happens if a product I have purchased is not available?
We are also human, so we sometimes makes mistakes ... If you buy an exhausted product, due to inventory error, or because you bought a product that needed a confirmation of availability, you will receive a first automatic email to notify you. After analyzing the situation, and in less than 24 working hours, we will send you an email to tell you if we can get the product, and if we can get it, what would be the delivery time.
You can choose if you want to continue with your order, or if you prefer a full or partial refund, in case you want us to send only part of your order.
Is it mandatory to create an account to place an order?
No, you have the possibility to order as a “guest”. You will have then the possibility to convert your guest account into customer account.
How can I follow my order?
We inform you by email of the progress of your order, at each stage of its processing. You can also check from your account, “order History”, the current status of your order. If you choose SENDING or GLS carrier, we also provide you by email a link to track the parcel.
Can I trust the ratings of the products and the comments of your customers?
Absolutely, reviews 100% real, collected by an external company: Verified Reviews. All the comments are real, positive as well as negative. Comments about products are issued only and exclusively by customers who have purchased this product.
How can I review your services and products?
7 days after the shipment of your order, you will receive an email from “Verified Reviews”, an independent third-party company, asking for your opinion about our products and services. This ensures that all the comments are issued by real customers that have purchased the product they will evaluate. Also, you can give your opinion on GOOGLE and FACEBOOK when you want!
I can't find the product I'm looking for, can you help me?
Due to the extensive product catalogue that we offer, it can sometimes be difficult to find what you're looking for. Do not hesitate to use the search engine, it is a very powerful tool, just start typing what you are looking for and we show you products that we believe you're looking for. You can also browse by category, and use the filters to refine your search. If you still can't find what you need, please contact us, by chat, by WhatsApp, by phone, by mail, we will do everything we can to help you.
Do you have a physical store?
Yes we have, located at 10 minutes from Sevilla - Spain, in Gelves. We prefer to call it “Show-Room”, which best described the place. Feel free to come there, we will advise you, and you can make your order from there with a computer that we have at your disposal.
Is it safe to pay Online on your website?
Absolutely, purchasing on mundo-surf is completely safe: all the operations that imply the transmission of personal data or banking are made using a secure environment, with an https URL and a valid SSL certificate that encrypts all exchanges. And when you pay by credit card, your datas are transmitted only to the financial institutions that handled the payment through their platform, and are not recorded in any database. You can see more details in our Privacy Policy.
Returns and refunds
Can I return a product because the size is wrong, I do not like the color, or I change my mind?
You have 14 days to return a product and get a refund. Additionally, we have extended the legal period to 100 days by issuing a purchase voucher valid for one year in the store. You just need to send us the products you want to return, indicating your name, last name, and the order number. The direct cost of returning the product will be borne by the buyer unless the return is due to our error. More details about returns can be found in the general conditions.
I want to cancel an order, how can I do that?
Let us know by e-mail to [email protected], indicating the number of your order. If your order has not been shipped, we will make the refund of the amount paid by the same payment method you used to pay. If your parcel have already been shipped, you will have to return it, once you have been delivered.
Managing your account
I've lost my password, how can I get it back?
On the login page, click on "Forgot your password?". Enter the email address you used to create your account, and validate. You will receive a first email, asking if you are sure to reset your password. If so, click on the link below.
You will receive a second Email, with a randomly generated password. With this new password, you can connect to your account, and, if you wish, change this password for another one.
Can I get an invoice to a different address than the delivery address?
Yes, on your Account page, in “My addresses”, you can create as many addresses as you want, and choose which address you want to use for billing, and which address you want the delivery.