Thank you for your interest in Bigsurf…
Our team of professional watersports athletes, experienced watermen, and logistics gurus are here to help.
I have a query on an item of equipment and what is suitable for me…
Please email us with your query: email@example.com.
What payment methods do you accept?
We accept these cards: Visa Credit, Visa Debit, Mastercard.
We do not accept paypal.
We accept Bank Wire Transfers. Please allow 5 working days for payment to be received.
Do you offer COD (Cash On Delivery)?
No. All orders have to be paid for before being despatched.
How secure is Bigsurf?
We use Realex and Worldpay to process online orders. Realex are our Credit/Debit Card payments processing company, who are accredited by our bank, and authorised by us to process your payments (fully SSL protected). Worldpay verifies your card details. We NEVER hold, keep or see, your payment details.
Where do you deliver to?
We deliver everywhere! Ireland, the UK, Europe and the World.
How much 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.
How do you deliver the products?
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.
When can I expect my 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.
What do I do 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?
Delays do happen, but chances of this occuring can be minimised with your help. 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.
Payment not received. Check that your payment has left your account.
Often, 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.
Can I phone my order?
Yes. But admittedly, we offer a better service via email. We aim to respond within 60 minutes to every email.
Please email us with your order details and we will email you a link to pay for your order online. When you receive the link, click on the word “Pay”, and the website will bring you straight into the secure payment screen.
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.
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 to arrange collection from our warehouse.
Still not sure?…this is how to contact us.
By EMAIL (FAST …like, SUPER DUPER FAST):
Emails are responded to first…usually within 60 minutes: firstname.lastname@example.org
By WHATSAPP and TEXT MESSAGE (FAST …we’re good on whatsapp):
Our number for WHATSAPP and TEXT MESSAGE is: +353 (0) 879 888 244.
By PHONE (VERY, VERY, 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.
Do please send us pictures if you think it will help.
Our phone number is: +353 (0)879888244.
Suppliers…do not phone, please email us and purchasing/accounts will assist.