FAQ

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.

NZ Express Shipping - $7.50

All deliveries within New Zealand are sent on an overnight service via NZ Post. Orders placed before 2pm will be dispatched Same day. Please allow 1-3 working days for the north island and 3-5 working days for the south island for delivery. Also allow 1-2 additional days for rural delivery.

We cannot deliver to P.O Boxes.

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

Due to unforeseen circumstances there are times when our delivery partners cannot delivery to certain countries due. If you are unsure whether we ship to your country please contact us and we will be happy to assist.

No, shipments to outside of New Zealand may be subject to import duties and taxes, which are the responsibility of the recipient. This may cause delays beyond original delivery estimates. The international carrier may invoice you for the local taxes and duties, or you may have to deal with local customs directly to organise payment and release of your package.

If an item is held for 5 days at customs or with the delivery provider with no response from the recipient it will be sent back to us, and the cost of this return postage will be deducted from the refund of the item.

If you have any questions regarding shipping feel free to contact us.

Yes!

Australia DHL Express - $25.00

All deliveries to Australia are sent via DHL Worldwide Express. Please allow 2-5 working days for delivery. You may also use your supplied tracking number any time to see your parcel's progress. Dispatched next working day.

Yes!

US, Canada, UK & Japan DHL Express - $50.00

All international deliveries are sent via DHL Worldwide Express. Please allow 3-7 working days for delivery. You may also use your supplied tracking number any time to see your parcel's progress. Dispatched next working day.

Rest of World Economy - $50.00

Economy Deliveries to rest of world are sent as signature required via NZ Post Economy. Please allow 6-13 working days for delivery. You may use also your supplied tracking number any time to see your parcel's progress. Dispatched next working day.

During peak periods such as Black Friday, we strive to maintain our usual dispatch timeframes. However, due to the high volume of orders processed by us and our delivery partners, there may be slight delays - typically no more than one extra day. We’ll keep you updated with any changes to ensure you're informed every step of the way.

For orders shipping internationally, please allow an additional day for dispatch due to the extra paperwork required for customs processing.

NZ Orders placed before 2 PM NZT will be dispatched the same day, ensuring you get your items swiftly. Orders placed over the weekend or on a public holiday will be dispatched on the following working day.

If your parcel hasn’t arrived within the estimated delivery timeframe, please check the tracking link provided in your shipping confirmation email. If the tracking shows no updates or it's significantly delayed, contact us with your order number.

Please note: once your order has been dispatched, it is in the hands of the courier and outside of our direct control. We completely understand how frustrating delays can be and will always do our best to assist, but we kindly ask for your patience and understanding while we work with the courier to resolve the issue.

We want you to be completely satisfied with your purchase. If for any reason you are not entirely happy, we offer a straightforward returns policy.

Return Policy:

You may return any full priced item purchased from us within the following days for an exchange, credit or refund. To be eligible for a return please see the following conditions and complete the return form found here.

• 14 days from receiving your order

RETURN CONDITIONS:

• Items must not be worn, altered or washed.
• Items must have all tags and packaging attached.
• Please note, we cannot accept returns on swimwear or headwear for hygiene reasons.
• Sale or discount items are final sale and cannot be returned
• Orders purchased with online or loyalty credit are final sale.
• Limit of one return per transaction

Please note shipping and handling charges are not refundable. The return of the item is at your cost and responsibility until it reaches us. We take no responsibility for items lost or damaged in transit while being returned. We will not accept returns if the tags are not attached or the garment is in a used, washed, altered or dirty condition, these items will be sent back to you. You may also email a filled out returns form to us. However any items received by us with no communications provided will be returned back to you. Returns and exchanges received outside of the above timeframe will not be accepted.

Our in-store returns policy is different to our online returns policy. Mount Longboards has a 14 day exchange policy and will happily exchange any full price product within 14 days of purchasing. Items can be exchanged or returned as credit to use in-store however please choose carefully as we do not offer refunds due to change of mind. Items must be returned in their original condition, unworn with tags attached along with the receipt or proof of purchase. Additionally, Sale or discount items, headwear (caps and hats), swimwear and under garments are final sale. Faulty products will be remedied according to The Consumer Guarantee Act found here.

Mount Longboards offers free shipping (on applicable orders) with the understanding that the customer will keep the goods purchased. Should you choose to return your full priced order for a refund, we will retain any original shipment costs incurred and subtract it from your refund amount. In addition if any returning items reduces the order below the free shipping threshold, the standard shipping cost will be deducted from your refund.

Orders purchased with Afterpay payment method are valid for returns (provided they meet our returns terms and conditions), however please do note it will incur a 5% fee (in a addition to any other applicable fees) that will be deducted from your refund to cover non refundable merchant service fees incurred from Afterpay.

If you have any questions regarding shipping feel free to contact us.

Bundled Discounts: If you choose to return part of a bundled purchase, we will adjust the refund so that the items you keep are charged at the non-bundled price. This means any discounts applied for purchasing items together will no longer apply if only part of the bundle is retained. If you have received a gift with purchase, the gift must also be returned otherwise the value of the gift will be deducted from your refund. 

Faulty products will be remedied according to The Consumer Guarantee Act found here. If items are damaged or faulty, they may be returned for a repair, refund or exchange at our discretion. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Shipping & handling charges (if applicable) are only refundable if the original item is faulty or the item you receive is different to your order and can't be replaced. Refunds will only be made to the card used for your original purchase.

Fill out the returns form provided here. If you're worried about stock for your exchange, you can reorder and send your item back for a refund, subject to the stated returns conditions. If you’re exchanging for a different item and there’s a price difference we can either refund the difference or process the extra payment with you.

Fill out the return form with your intent to return here, using your order number as your reference.

Securely repackage your items with the returns form and send your return goods back to us. Please ship your package using a traceable shipping method as we do not accept responsibility for packages that we do not ship. If you have received a gift with purchase, the gift must also be returned otherwise the value of the gift will be deducted from your refund.

If your package arrives at Mount Longboards within the day timeline specified above, your return will be processed within 2-3 working days. Please allow 1-2 additional business day for your bank to process the refund. Packages received by us after the return timeframe window specified above will not be accepted and will be sent back to you. Refunds will only be made back to the original payment method and/or card provided

Our store and website have seperate systems and are unable to refund you for your online order. However we can assist you with an exchange of an item purchased online or store credit. You can also drop an item off to our store and our team can arrange a refund with our support team.