Thank you for your interest in Bigsurf…WE ARE HERE TO HELP.
Where is your shop located?
Unfortunately, no shop. We operate from offices and a warehouse in Waterford, which is located in southern Ireland.
Can I order from bigsurfshop.com and collect from a shop?
Unfortunately, no. We have a warehouse, but it has no trade counter or retail shop.
The exception is for large items such as rigid boards, and orders exceeding €1000…in those situations, please email us and we’ll make it easy for you.
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 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 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 sometimes use a postal service.
What happens when the delivery person arrives?
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 email us with your order details and we will help. We aim to respond within 60 minutes to every email.
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.
What if I have a technical query?
Please email us. Or send us a whatsapp message. We aim to respond within 60 minutes. Your query will be answered by one of our experts.
Can I phone my order?
Yes…but, please contact us first by email, text, or whatsapp. We aim to respond within 60 minutes to every email.
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: email@example.com
By WHATSAPP and TEXT MESSAGE (FAST …we’re really really good 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 (VERY, VERY, SLOW, actually nearly frustrating that we’re so slow):
We usually do not answer the phone, as we are busy emailing customers or packing orders.
An email, whatsapp, or text message makes everything much easier for our team to help you.
Our phone number is: +353 (0)879888244. NOTE…email or whatsapp lets us respond to your query better.
Suppliers…please do not phone, email us and purchasing/accounts will assist.