FREQUENTLY ASKED QUESTIONS
Everything you need to know about our products, shipping, and custom orders.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
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All items are shipped via parcel post with Correos Express and DHL. You can track your package using the tracking link provided from dispatch until final delivery.
Estimated delivery times (once dispatched):
- Spain: 1 to 3 business days.
- EU: 3 to 6 business days.
- Finland: 8 to 9 business days.
- International: 6 to 10 business days.
Upon delivery, please inspect your package. If the outer packaging is severely damaged, you may refuse delivery; it will be returned to us so we can verify the contents. If the package or its contents are damaged upon arrival, please contact our Customer Service immediately at sales@pukassurfshop.com.
WHAT IS YOUR RETURN POLICY?
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Items purchased online can be returned within 30 calendar days of purchase. To be eligible, items must be unused, in their original condition, and in their original packaging with all tags intact.
- Non-returnable items: We do not accept returns for second-hand surfboards, magazines, books, maps, bikinis, gift cards, or similar items.
- How to make a return:
Visit our return portal to generate your label: https://pukas-surf-shop.shipping-portal.com/rp/
Enter your postal code and order number. Return shipping costs depend on the destination country and will be deducted from your refund (unless the item is faulty).
For surfboard returns, please contact us directly at sales@pukassurfshop.com.
Shipping your return:
Attach the printed return label and clearly write your name and order number on the package. Send it to:
NAME+SURNAME
PUKAS SURF (OLATU S.L) (Att. Pablo / #ORDER NUMBER)
Calle Olagarai 2, 20180 Oiartzun, Gipuzkoa, Spain.
(Please note: Customers are responsible for return shipping costs, and original shipping fees are non-refundable).
HOW DO I ORDER A CUSTOM SURFBOARD?
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Design your dream board using our Custom Board Builder tool, where you can fully personalize your model, dimensions, spray, and glassing specifications. Because every custom surfboard is uniquely handcrafted for you, custom boards cannot be returned or refunded unless there is a manufacturing defect or shipping damage.
- Modifications & Cancellations:
You can request changes to your custom order during the first 14 calendar days from purchase. After this 14-day window, production begins, and modifications or cancellations can no longer be accepted. We encourage you to resolve any questions before ordering.
- Need expert advice?
You can also order or discuss a custom build directly with our technical team. Contact Leo at leo@pukassurfshop.com or book a meeting to review shapers, tail options, and dimensions.
- Important for Deliveries & Claims:
Please inspect your shipment upon arrival. If the package is damaged, you have 7 calendar days to file a claim; if it shows no external damage, you have 24 hours. Always write 'Pending Revision' on the carrier's delivery record, regardless of whether the box looks damaged or perfect
HOW CAN I BOOK A SURF LESSON IN ZARAUTZ?
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You can explore all courses, levels, schedules, and book online directly through our dedicated website at eskola.pukassurf.com.
If you prefer to contact our schools directly or book by phone/email:
- San Sebastián Eskola: +34 943 320 068 | sansebastian@pukassurfeskola.com
- Zarautz Eskola: +34 943 890 636 | zarautz@pukassurfeskola.com
CAN I PICK UP MY ONLINE ORDER IN STORE?
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Yes, you can choose in-store pickup at check-out for any of our official locations. Once your order is prepared, you will receive a notification email confirming it is ready for collection.
If you want to check product availability, feel free to contact the store directly or reach our customer service team at sales@pukassurfshop.com.
