FAQ

 

What payment methods do you accept?

We accept the following payment options:

PayPal 

Google Pay, Apple Pay, Samsung Pay

Visa 

Mastercard

 

Can I pay using Paypal without a Paypal account?

 Yes! You do not need to create one, although we strongly recommend you sign up to enjoy the added ease of use. Without a Paypal account, all you need is any Debit/Credit card stated below that is supported by Paypal.

 

Can my Shipping Address be different from my billing address?

Yes, during the checkout process you can choose different addresses for Shipping and Billing. Please uncheck the “same-address” checkbox to enter a different Shipping Address.

 

How do I track my order or delivery status? 

Once your order has been dispatched from our warehouse a shipping confirmation email with your tracking number and link to track your order online will be sent to your email. By clicking on the link provided and key in your tracking number, you will be able to track your order online.

 

Why is my order taking so long?

We always aim to deliver your order on time within our standard delivery time, however there are few unexpected factors such as stock retrieval from sales or promotion season, bulk order and unpredictable circumstances that is beyond our control that might cause delays in your delivery.

 

What should I do if I receive a wrong order?

If you placed an order but receive a wrong product, please kindly contact us for further assistance. Drop us your email at contactus@deckspl.com with your order information or alternatively you can call us at : +65 6462 3531


Why was my online order cancelled?

We apologized for the inconvenience caused. We have to cancel your order sometimes due to unseen circumstances such as Stock Availability, Delivery Address Issues. You will not be charged for cancellation. If your order or part of it was cancelled, the amount will be refunded to your account. For your information, it will take 5 to 7 business day(s) to make the progress.

 

Can I change my delivery address or change/cancel my order if it hasn’t been shipped?

Once your order has been placed and confirmed, it will automatically going through our ordering process. It usually take 1 to 2 day(s) to proceed your order unless there were few unpredictable situation happened. Therefore, we unfortunately couldn’t cancel or change your order details even it hasn’t been shipped yet. Once you receive your order, you may return any products you don’t want by following our Return Policy.

 

How do I add/make changes to my shopping cart?

To add a product to your cart, choose your preferred size and colour and select the quantity of the item and click “add to cart” and it will automatically proceed to checkout page. To make changes to your shopping bag, you can adjust the quantity of any item in your bag, or completely remove it from your bags.

 

How do I choose the right size?

There’s size chart provided in the product page, click “Size Guide” that links a full overview of all size measurements.

 

Can I place an order over the phone?

Yes, you are able to place an order. However, desktop/laptop will be highly recommended for placing an order.


How do I checkout?

Our checkout process is designated to help you complete your order and finalise your online shopping easily and quickly.

  1. Create an account with Surfers Paradise, you can use your email address to login. Otherwise, your checkout will be a guest. Creating an account with us is not compulsory.
  • Having an account will give you access to handy features such as the address book and your personal order history.
  • If your billing and delivery address are the same, simply check the checkbox and both address will be automatically filled out.
  1. Payment Information
  • Credit/Debit, PayPal, Google Pay are available for your order payment.
  • Once you have entered all your personal particulars and clicked continue, money will only be transferred from your card once you clicked “Confirmed to Shipping”.
  • Please note that to ensure the safety of your data, your card information will not be stored on our system.
  1. When you have completed your payment information you will enter a screen with your Surfers Paradise overview.
  • Kindly check your order details to ensure you have placed a correct order with us.
  • After clicking “Checkout”, your order will be processed and sent to the warehouse.
  • You will received a confirmation email with tracking number along to track your order via the link provided.

 

How do I know if my order is processed?

You will receive an order confirmation email when your order has been processed. This email confirms that your order has been placed successfully.

 

Where are your stores located at?

You can click on our “Store Locator” option and a list of store will appear to help you locate us.