FAQ

Thank you so much for your order! 😊

Unfortunately, we’re unable to apply discount codes once an order has been placed, as our system doesn’t allow us to add promotions after checkout has been completed.

If your code is still valid, we may be able to extend the expiry date so you can use it on your next purchase. Please note that our codes are uniquely generated in batches, so locating and updating individual codes can take some time for our team.

We kindly ask that all discount codes are applied at checkout when placing your order. This helps keep everything running smoothly and ensures we can continue processing and dispatching orders as quickly as possible.

If you need to make a change or cancel your order, please contact us as soon as possible.

Please note: we work hard to dispatch orders quickly, so once your item has been packed or shipped, we may not be able to make changes. We’ll do our best to help, but we kindly ask for your understanding if your order has already left our hands.

Once your order is complete, you’ll receive a confirmation email with your order number and details. If you don’t see it in your inbox, check your spam or junk folder just in case.

We accept all major credit and debit cards, as well as Afterpay (in New Zealand). Please note that Afterpay refunds incur a 5% fee to cover non-refundable merchant fees.

If you’d like us to include a note with your order, just drop us a message at checkout or send us an email right after you place your order.

Possibly! Reach out to us directly and we’ll see if we can help you track it down or arrange a custom order.

Yes! As soon as your order is dispatched, you’ll receive a shipping confirmation email with your tracking number.

Double-check that your billing address and card details are entered correctly. If it still doesn’t work, try a different payment method or contact your bank. Feel free to contact us if you're unsure, we can always process your payment over the phone.

In rare cases, we may have to cancel an order due to stock discrepancies, fraud concerns or payment issues. If this happens, we’ll let you know right away and issue a full refund.

We’re a small team and sometimes items sell out in-store at the same time as they’re purchased online — we appreciate your patience in these rare cases.

No, there is no additional fee for using the Click & Collect service.

Most orders are ready the same day. If your items are being transferred from our warehouse, please allow up to 24 hours for your order to be ready.

If you cannot pick up your order, we can arrange for a courier to deliver it to you. We’ll process your payment for the shipping fee and grab your shipping details. Please note: If you have not picked up your item within the return time frame from date of purchase, we are unable to refund you and can only provide a store credit.

Yes! Items listed as online-only can be transferred to our store for pickup. Please allow up to 24 hours for this process.

Full-priced items purchased online can be returned within 14 days of receiving your order for an exchange, store credit or refund, provided the return meets the conditions below.

To start a return, please complete the returns form here.

RETURN CONDITIONS

To be eligible for a return:

• Items must be unworn, unwashed and unaltered.
• All original tags and packaging must be attached.
• Returns must be made within 14 days of receiving your order.
• There is a limit of one return per transaction.

For hygiene reasons, we cannot accept returns on:

• Swimwear
• Socks
• Earrings
  

The following purchases are final sale and cannot be returned:

• Sale or discounted items
• Orders purchased using online credit or loyalty credit

BLACK FRIDAY PURCHASES

Purchases made during Black Friday can be exchanged or returned for store credit only. Refunds are not available for Black Friday purchases.

ITEMS THAT DO NOT MEET OUR RETURN CONDITIONS

We will not accept items that:

• Do not have their original tags attached.
• Have been worn, washed, altered or returned in a dirty condition.
• Are received outside the 14-day return period.
• Are received without any communication or completed returns form.

Items that do not meet these requirements will be sent back to you.

You can also email us a completed returns form before sending your items back. Please contact us before returning your order if you have any questions, as this helps prevent misunderstandings or confusion.

RETURN SHIPPING

The cost of returning an item to us is your responsibility. The item remains your responsibility until it reaches us, so we strongly recommend using a traceable shipping method.

Mount Longboards takes no responsibility for items that are lost or damaged while being returned to us.

EXCHANGES

To request an exchange, please complete the returns form here, using your order number as your reference.

If you’re exchanging for a different item and there is a price difference:

• If the replacement item is cheaper, we can refund you the difference.
• If the replacement item is more expensive, we can arrange payment of the difference.

For exchanges, we will cover the shipping cost of sending the replacement item back to you. You are responsible for the cost of returning the original item to us.

BUNDLES

If you return only part of a bundle or multi-item deal, the original bundle discount will no longer apply.

The item or items you keep will be recalculated at their full, non-bundled price, and your refund or store credit will be adjusted accordingly.

GIFT WITH PURCHASE

If you received a gift with your purchase, the gift must also be returned when you return the qualifying item or order.

If the gift is not returned, the value of the gift will be deducted from your refund.

AFTERPAY RETURNS

Purchases made using Afterpay are eligible for returns, provided they meet all of our standard returns terms and conditions.

A 5% return charge will apply to Afterpay returns, in addition to any other applicable fees. This fee will be deducted from your refund to cover the non-refundable merchant service fees incurred through Afterpay.

DAMAGED OR FAULTY ITEMS

Faulty products will be remedied in accordance with the Consumer Guarantees Act.

If your item arrives damaged or is faulty, please contact us immediately so we can assess the issue and work with you to resolve it.

Depending on the circumstances, a faulty or damaged item may be eligible for a repair, refund or exchange at our discretion.

Please inspect your order when you receive it and contact us if:

• Your item is defective or faulty.
• Your item has been damaged.
• You have received the wrong item.

Shipping and handling charges, where applicable, will only be refunded when the original item is faulty or the item received is different from the item ordered and cannot be replaced.

Refunds for faulty or damaged items will be made to the card used for the original purchase.

1. Complete the returns form

Complete the returns form here, using your order number as your reference.

2. Repackage your items

Securely repackage the items and include the completed returns form.

3. Send your return to us

Send your return using a traceable shipping method. The cost and responsibility of returning the item to us is yours.

If you received a gift with purchase, remember to include the gift with your return. If it is not returned, its value will be deducted from your refund.

Return Processing Times

Provided your return arrives at Mount Longboards within the applicable return timeframe, we will process it within 2-3 working days of receiving it.

Once your refund has been processed, please allow a further 1-2 business days for your bank to process the refund.

Returns received outside the applicable return timeframe will not be accepted and will be sent back to you.

Refunds will only be made to the original payment method and/or card used for the purchase.

The cost of returning an item to us is your responsibility. The item remains your responsibility until it reaches us, so we strongly recommend using a traceable shipping method.

Mount Longboards takes no responsibility for items that are lost or damaged while being returned to us.

To request an exchange, please complete the returns form here, using your order number as your reference.

If you’re exchanging for a different item and there is a price difference:

• If the replacement item is cheaper, we can refund you the difference.
• If the replacement item is more expensive, we can arrange payment of the difference.

For exchanges, we will cover the shipping cost of sending the replacement item back to you. You are responsible for the cost of returning the original item to us.

Purchases made using Afterpay are eligible for returns, provided they meet all of our standard returns terms and conditions.

A 5% return charge will apply to Afterpay returns, in addition to any other applicable fees. This fee will be deducted from your refund to cover the non-refundable merchant service fees incurred through Afterpay.

Faulty products will be remedied in accordance with the Consumer Guarantees Act.

If your item arrives damaged or is faulty, please contact us immediately so we can assess the issue and work with you to resolve it.

Depending on the circumstances, a faulty or damaged item may be eligible for a repair, refund or exchange at our discretion.

Please inspect your order when you receive it and contact us if:

• Your item is defective or faulty.
• Your item has been damaged.
• You have received the wrong item.

Shipping and handling charges, where applicable, will only be refunded when the original item is faulty or the item received is different from the item ordered and cannot be replaced.

Refunds for faulty or damaged items will be made to the card used for the original purchase.

Our online store and physical store operate on separate systems, so our store team is unable to directly process a refund for an online order, however they can arranging it with our online support team. They can also help you with:

• An exchange for an item purchased online.
• Store credit.

Mount Longboards is both an online and physical store. Because our store and website operate at the same time, there is a possibility that an item may be purchased in-store while you are purchasing the same item online.

In the unlikely event that this happens, we will contact you as soon as possible and do our best to:

• Fulfil your original order.
• Exchange the item for another available item.
• Refund your order.

For bundle deals, a partial return for a refund or store credit will remove the original bundle discount. The full price of the item or items you keep will then apply, and the final refund or credit amount will be adjusted accordingly.

If you have any questions about our returns policy or are unsure whether your item is eligible for return, please contact us before sending your items back. This helps us avoid any misunderstandings or confusion.

Please remember to include or email your returns form which can be found here. 

Mount Longboards

1A/169 Maunganui Rd

Mount Maunganui 3116

New Zealand

ATTN: Online Returns

Our in-store returns policy is different from our online returns policy. Our in-store returns policy applies to any item purchased in-store.

Mount Longboards offers a 14-day exchange policy on full-priced products. Full-priced items can be exchanged within 14 days of purchase. Items can also be returned for store credit to use in-store. Please choose carefully, as we do not offer refunds for change of mind on in-store purchases.

In-Store Return Conditions

To be eligible for an exchange or store credit:

• Items must be returned within 14 days of purchase.
• Items must be in their original condition.
• Items must be unworn.
• All tags must be attached.
• You must provide a receipt or other proof of purchase.

The following items are final sale and cannot be returned or exchanged:

• Sale or discounted items
• Earrings
  
• Swimwear
• Socks

Faulty products will be remedied in accordance with the Consumer Guarantees Act.

NZ Express Shipping — $7.50 NZD

All New Zealand orders are sent via NZ Post's overnight service.

• Orders placed before 2pm Monday–Friday are dispatched the same day.
  
• Please allow 1–5 working days for delivery.

All orders are provided with tracking information.

Australia Economy - $15 AUD (Estimated Delivery: 3–10 business days)

Australia DHL Express - $39 AUD (Estimated Delivery: 1–5 business days)

USA Economy - $29 USD

USA orders are shipped on a Delivered Duty Paid (DDP) basis.

This means:

• Duties and taxes are paid upfront.
• There are no additional duties or taxes to pay on delivery.
• You will not receive an additional customs or import charge when your parcel arrives.
• DDP helps provide a faster and smoother delivery process.

UK Economy - £22 (Estimated Delivery: 6–13 business days)

UK DHL Express - £35 (Estimated Delivery: 1–5 business days)

Canada Economy - $39 CAD (Estimated Delivery: 6–13 business days)

Canada DHL Express - $65 CAD (Estimated Delivery: 1–5 business days)

Due to recent EU packaging and regulatory requirements, shipping to all EU destinations is currently temporarily suspended as of 12 August 2026.

We are working to reinstate shipping to the EU and will provide an update when this becomes available again.

International Economy - $50 NZD

International Economy shipping is available to selected destinations outside of the countries listed above.

Estimated delivery time is 6-13 business days.

All international orders are provided with tracking and are generally dispatched on the following working day.

Some destinations are shipped using Delivered Duty Paid (DDP). Where DDP applies, duties and taxes are calculated and paid upfront as part of the shipping process. This means there are no additional duties, taxes or customs charges to pay when your order is delivered. For USA Economy orders, we currently offer DDP shipping via NZ Post.

For other international destinations, orders are shipped on a Delivered At Place (DAP) basis. This means that duties and taxes are not included in the shipping price and may be payable by the recipient when the parcel arrives.

Shipments outside New Zealand may be subject to local import duties and taxes. These charges are the responsibility of the recipient and may cause delays beyond the original delivery estimate. The international carrier may invoice you for local taxes and duties, or you may need to deal directly with your local customs authority to arrange payment and release of your package. We are unable to calculate the exact amount of duties and taxes that may apply to your order, as these charges are imposed by the customs authorities in the destination country.

If you do not collect your parcel because you do not wish to pay the applicable duties or taxes, or if your parcel is returned to us because of:

• An incorrect or incomplete delivery address
• Non-collection
• Failure to pay applicable customs duties or taxes

your original order amount will be refunded less inbound and outbound freight costs and any customs charges incurred by us.

If you refuse your parcel at customs because of the applicable fees, the parcel may be destroyed by customs. In this situation, you will not be refunded by Mount Longboards.

If you have any questions about duties, taxes or international shipping, please contact us before placing your order.

All items are dispatched from our New Zealand warehouse

NZ orders placed before 2pm NZT Monday–Friday will be dispatched the same day. Orders placed after 2pm, over the weekend or on a public holiday will be dispatched on the following working day.

International orders generally require an additional day for dispatch due to the extra paperwork and processing required for customs. Please allow one additional working day for international dispatch.

During high-demand periods such asBlack Friday and Christmas, dispatch and delivery times may be longer than usual.During the Christmas period, we recommend ordering before our advertised Christmas cut-off dates to help ensure your order arrives in time. All orders include tracking, and we will communicate any known delays where possible.