FAQ
Boardriders South Africa – Online Store
Orders & Dispatch
When will my order be shipped?
Orders are usually processed within 1–2 business days. Once your order has been packed and handed to the courier, you will receive a shipping confirmation with your tracking number.
Why hasn’t my order been dispatched yet?
Your order may still be processing, awaiting stock confirmation, or being packed in our warehouse. During busy periods such as promotions or stock take, processing may take slightly longer.
How long does it take to process an order?
Orders are typically processed within 1–2 working days before they are dispatched.
How long does delivery take?
Once shipped, delivery typically takes:
● 2–5 business days for major cities
● 3–7 business days for outlying areas
Peak seasons may experience extended timelines.
Can I cancel or change my order after placing it?
If your order has not yet been dispatched, we may be able to cancel or update it. Please contact our support team as soon as possible for assistance.
Why is my order taking longer than expected?
Delays may occur due to high order volumes, courier delays, or stock verification. If your order has not been dispatched after 3 business days, please contact us and we will assist.
Can I change my delivery address after placing the order?
Address changes are possible only if the order has not yet been processed. Contact customer care (support@boardriders.co.za) as soon as possible with your order number and updated details.
Once shipped, you will need to contact the courier to assist with the address changes.
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Tracking & Delivery
When will I receive my tracking number?
Your tracking number will be sent once your order has been dispatched from our warehouse.
I haven’t received tracking information – can you provide it?
Tracking details are normally emailed or sent via SMS once the order ships. If you have not received it, please contact us and we will resend your tracking information.
My tracking number is not working – what should I do?
Tracking numbers can take a few hours to activate after dispatch. Please try again later. If it still does not work after 24 hours, contact us for assistance. If you see no movement after 48 hours, please contact our customer service team (support@boardriders.co.za) with your order number and we’ll investigate.
The courier says my parcel was delivered but I have not received it.
Please check with household members, neighbours, or reception/security in case someone accepted the parcel on your behalf. If you still cannot locate it, contact us and we will investigate with the courier.
What courier service do you use for deliveries?
We partner with Aramex to ensure reliable delivery across South Africa.
How long does delivery usually take?
Delivery usually takes 2–5 business days, depending on your location.
Conditions & Delivery Costs:
- FREE delivery for all orders over R750.
- R80 Delivery if R750 minimum spend not met - to your door.
- R89 Delivery if R750 minimum spend not met - to a Postnet branch.
The courier attempted delivery, but I was not available – what happens next?
The courier will usually attempt delivery again or contact you to arrange a suitable delivery time.
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Missing / Incorrect Items
I received the wrong item in my order – what should I do?
We apologise for the mistake. Please contact us with your order number and a photo of the item received, and we will arrange a replacement or return.
An item is missing from my parcel – how can this be resolved?
Please contact us with your order number and details of the missing item. We will investigate and resolve this as quickly as possible.
I ordered one product but received a different one.
Please contact our support team with your order number and a photo of the product received, and we will assist with a replacement.
Can I get a replacement for an incorrect item?
Yes. Once we confirm the issue, we will arrange a replacement or return according to our returns policy.
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Defective / Damaged Items
What should I do if I received a defective or damaged item?
Please contact us with your order number and photos showing the defect or damage. Our team will assist with the next steps.
Can I return an item if it arrived damaged?
Yes. Items that arrive damaged or defective can be returned in line with our returns policy.
Will you replace a defective product or issue a refund?
Depending on the situation, we may offer a replacement, exchange, or refund once the issue has been verified.
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Returns & Exchanges
What is your return policy?
We offer a 30-day return policy on full-price items that are unworn, unwashed and in original condition with tags attached. Unfortunately, sale items, swimwear, and underwear are not eligible for return.
How do I return an item?
Visit our Returns Portal via your website profi le and follow the steps, or contact customer care for assistance.
Can I exchange an item for a different size?
Yes, exchanges are possible for different sizes or items, depending on stock availability. Please submit an exchange request via your profile on our Boardriders website. This can be done on your “order” page within your profile.
Do you arrange courier collection for returns?
In some cases where we have defaulted, we will assist with arranging a courier collection for your return. For regular exchanges and returns, you will be required to arrange a courier collection and send the item/s back to our warehouse.
How long does it take for a return to be processed?
Returns are usually processed within 5–10 business days after the item has been received and inspected.
What condition must items be in for a return?
Items must be unused, in original condition, and with all tags and packaging intact.
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Refunds
When will I receive my refund?
Refunds are processed once the returned item has been received and inspected.
How long do refunds take to reflect in my account?
Refunds typically take 3–7 business days to reflect, depending on your payment provider.
Can my refund be paid into my bank account?
Yes, refunds can be processed to a bank account or the original payment method, depending on the situation. If processed back into your bank account, we will require you to email us a bank confirmation letter and fund take typically 5-10 business days to reflect once processed.
Why do I need to send a bank confirmation letter?
This helps us verify your banking details to ensure your refund is processed securely.
Can I receive store credit instead of a refund?
Yes, we can issue store credit if you prefer. You must be a loyalty customer.
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Promotions & Discounts
What payment methods do you accept?
We accept:
● Credit & debit cards (Visa, Mastercard)
● Instant EFT
● Pay Just Now / Float (pay in instalments)
● Ozow ● SnapScan / Zapper (if applicable)
My payment failed. What should I do?
Please try again using a different browser or card. If the problem continues, contact our support team for help.
Can I use more than one discount code?
Only one promotional code can be used per order unless otherwise stated.
Why is the promotion not applying at checkout?
Please check that the promotion is still valid and that all qualifying conditions are met.
How do "Buy 1 Get 1" or bundle promotions work?
These promotions require specific products to be added to your cart before the discount is applied automatically.
Can you apply the discount after I have placed my order?
Unfortunately, promotions cannot be applied after an order has been completed.
Why is the discount different from what I expected?
Some promotions only apply to selected items or collections, which may affect the final discount.
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Stock & Product Availability
Is this item available in another size or colour?
Product availability depends on current stock levels. Please check the product page for available sizes and colours.
When will this product be restocked?
Some items are restocked periodically, but availability may vary. We recommend checking the website regularly for updates.
How do I know what size to choose?
Each product page includes a Size Guide. If you’re unsure, contact us - our team can help with brand-specific fit recommendations for Quiksilver, Roxy, DC Shoes, and RVCA.
Can you reserve an item for me?
Unfortunately, we cannot reserve items, as stock is sold on a first-come, first-served basis.
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General Support
How do I contact customer support?
You can contact our team via:
● Email: support@boardriders.co.za
● DMs on social media (Facebook/Instagram)
● Our Contact Us page
We aim to respond within 24–48 hours (business days).
How long does it take to receive a response?
Our team usually responds within 1 business day.
Can you help me place an order?
Yes. Our support team can guide you through the ordering process if you need assistance.