Thank you for your interest in Bigsurf…WE ARE HERE TO HELP.
Where is your shop located?
Our shop address is: Unit 23, Waterford Business Park, Cork Road, Waterford, X91Y968.
We are on the south coast of Ireland, right in the centre…we’re within 1.5 hours from Dublin, and within 1 hour from Cork.
Can I order online from bigsurfshop.com and then collect my order? …”click & collect”?
Yes, no problem! When in the checkout, please select ‘Collect from warehouse’ when ordering.
What payment methods do you accept?
We accept these cards: Visa Credit, Visa Debit, Mastercard.
We accept Bank Wire Transfers. Please allow 5 working days for payment to be received.
We accept cash on collection from our shop.
We do not accept Paypal.
Do you offer COD (Cash On Delivery)?
No. All orders have to be paid for before being despatched.
Where do you deliver to?
Everywhere! Ireland, the UK, Europe and the World! Please do email us for a shipping quote.
How much and how quick is delivery?
Information on delivery times and rates are HERE.
For international orders where the shipping rate is not displayed during your online checkout, we will email you with the best shipping rate after receiving your order.
We aim to despatch all orders within one working day. But please allow up to 5 working days for all orders to be despatched.
How do you deliver the products?
99% of the time, we use couriers. Which courier we choose for your order is based on your location, the size of the order when packed, and the most appropriate service. We do also use a postal service.
What happens when the delivery person arrives?
Please check your order for any damage or any missing items, BEFORE signing. When you sign for delivery, you are consenting that the goods arrived to you in perfect condition.
What can delay my order being delivered?
We aim to despatch on the same working day, but it can take upto 5 working days if our warehouse is busy. If a product you ordered is out of stock, meaning a longer delay, we will of course email you.
Your payment is not received. Check that your payment has left your account.
Wrong phone numbers mean the delivery driver can not contact you to arrange delivery. They will usually try up to 3 times to deliver the package.
How secure is Bigsurf?
We use Stripe to process all orders. Stripe is a software company that transacts billions of online payments worldwide, with the use of the leading security technology. We NEVER hold, keep, or see, your payment details.
What if I’m having trouble ordering online?
Don’t worry…it happens to us all. Please contact us with your order details…we are here to help! Ideally please email or whatsapp us a message…we can respond this way at any time of the day, usually within 60 minutes.
How do I know that my order has been shipped?
We send you a confirmation email after your order has been shipped/completed at our end.
For international orders, we will email you tracking details shortly after your order is shipped.
For orders within the island of Ireland, if you do not have your order within 2 working days of receiving the shipped/completed confirmation email, please email us and we will track it for you.
Can I phone my order?
Yes, sure thing. But ideally please email or whatsapp us a message first…in most situations we need to confirm we have stock as stock changes rapidly, so by messaging us first, we can confirm and then complete your order over the phone.
We will email you a link to pay for your order online. Simply click on the word “Pay”, and the website will bring you to the payment screen.
Still not sure?…this is how to contact us.
By EMAIL (REAL FAST! Speed of sound FAST!! SUPER DUPER FAST!!!):
Emails are responded to first…usually within 60 minutes: firstname.lastname@example.org
By WHATSAPP and TEXT MESSAGE (we’re SUPER FAST on whatsapp!):
Our number for WHATSAPP and TEXT MESSAGE is: +353 (0) 879 888 244.
Do please send us pictures if you think it will help.
By PHONE (…PLEASE…email, whatsapp, or text us first):
CUSTOMERS: To provide a high level of service, we respond to emails and whatsapp messages first. We promise from our experience that EVERY QUERY you have can be addressed by email, whatsapp or text. In certain situations, a phone call is necessary…in that case we will ask to speak with you on phone. There is a few reasons why we ask you to email, whatsapp or text us first. 1) We often need to confirm stock, so if you call us, the likelihood is you will end up waiting for a long time…we don’t want you frustrated. 2) If you are calling to track a package, please note you will end up waiting for a long time for us to find the tracking number, and for us to track it for you…again, we don’t want you frustrated. 3) If you are calling to ask a price, due to 1000’s of products, we too need to check our website…our prices change often so we need to check. Please check our website, and if you don’t find the info you need, please email, whatsapp or text us. 4) Especially in peak times, LOTS of customers want to speak to our experts….we’re sorry, but there is literally not enough hours in the day for us to speak to everybody. By having you email, whatsapp or text, it lets us help everybody promptly. Please help us to help everybody. So, it should be obvious by now, while our phone number is +353 (0)879888244, an email, whatsapp, or text message makes everything much easier for our team to help you. Thanks guys for your understanding.
You guys are awesome. We’ll try make your delivery to us, easy for you. If no answer at +353 (0)879888244, please WHATSAPP or TEXT us to the same number.
You guys know we are awesome on email by now. Please email us…we’ll come back to you asap.
In PERSON (…PLEASE READ…):
We love visitors, but due to Covid-19, our shop is not always manned, and there is restrictions in place at our shop that you need to know about. Also we make deliveries to customers…sometimes we are not here because we are out in the van making those deliveries. So, please contact us by email, whatsapp or text message first to confirm we are actually here. We don’t want to stand you up!