FAQ

Boardriders South Africa – Online Store FAQ

1. Orders & Shipping

When will my order be shipped?

Orders are typically dispatched within 2–4 business days. During peak periods, promotional events, or operational changes, dispatch times may be slightly longer. You will receive a shipping confirmation email with tracking details as soon as your order has left our warehouse.

Why is my order delayed?

We are currently working through temporary fulfilment delays due to our warehouse transition from Durban to Johannesburg. Our team is actively stabilising operations, and we apologise for any inconvenience caused. We appreciate your patience as we work to improve our service levels.

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.

My tracking link isn’t updating. What should I do?

Tracking may take up to 24 hours to update after dispatch. 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.

Can I change my delivery address after ordering?

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.

2. Missing, Wrong or Damaged Items

I received only part of my order. Where is the rest?

Some orders may be shipped in multiple parcels. If items are missing, please check your email for a refund notification, if not,  please contact us with your order number — we’ll investigate immediately and ensure the remaining items are sent as soon as possible.

I received the wrong item. What should I do?

Our apologies! Please contact customer care with photos of the incorrect product and your order number. We will arrange collection and dispatch the correct item.

My item arrived damaged. How do I report it?

Please email customer care with:

  • Your order number
  • A photo of the damaged item
  • A short description of the issue
    We’ll resolve this as quickly as possible.

3. 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 log a return?

Visit our Returns Portal via your website profile and follow the steps, or contact customer care for assistance.

Do you offer exchanges?

We do not currently offer exchanges. You can return the item for a refund and place a new order for the item you’d prefer.

How long do refunds take?

Refunds are processed within 5–10 business days after your return has been inspected and approved.

 

4. Payments & Promos

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.

5. Products & Stock

Will sold-out items be restocked?

Some items may return depending on the brand and season. Keep an eye on the website or sign up for back-in-stock alerts on the product page.

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.

6. Contact & Support

How do I reach customer service?

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).

Do you have a physical store?

Boardriders products are available through selected retail partners. Our online store ships nationwide. Refer to our store locator page https://boardriders.co.za/pages/sca-store-locator

 

7. Warehouse Transition (Important Customer Notice)

Why are orders delayed recently?

We’ve transitioned our warehouse from Durban to Johannesburg to improve delivery times and stock availability long-term. During this move, we’ve experienced temporary operational delays. We are working urgently to stabilise operations and truly appreciate your patience.

How long will the delays last?

We expect to be fully stabilised soon. Our teams are working extended shifts to bring all outstanding orders up to date.