FAQ – Great Ocean Wetsuits

Frequently asked questions

Purchasing from Great Ocean Performance is easy: browse the products via the top menu sections or click on the search icon (top right) and enter keyword(s) to search for a specific item or feature. When you have selected an item you wish to purchase, click "Add to Cart". To complete the purchase, click on the shopping cart icon on the top right-hand corner of the screen. This will take you through to the checkout process, where you will enter your shipping address and payment method.

ALL REGIONS BUT AUSTRALIA:

We accept Visa, MasterCard, American Express and PayPal. When selecting PayPal at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will return to Greatoceanwetsuits.com for your order confirmation.

At Great Ocean Performance, your personal online security is important to us. We use the latest SSL encryption technology to protect any information you input from interception by outside parties. All orders are processed through a secure checkout system provided by Stripe and PayPal. Great Ocean Performance is committed to maintaining the highest levels of security and protection against fraud with the latest security technologies to ensure that your credit card information, contact information and shipping/billing information are confidential and safe.

AUSTRALIAN CUSTOMERS:

We accept Visa, MasterCard, American Express, PayPal and AfterPay (for Australian orders only). When selecting PayPal at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will return to Great Ocean Wetsuits.com for your order confirmation.

Orders placed by AfterPay are subject to their terms and conditions.

At Great Ocean Performance, your personal online security is important to us. We use the latest SSL encryption technology to protect any information you input from interception by outside parties. All orders are processed through a secure checkout system provided by Stripe, PayPal and AfterPay. Great Ocean Performance is committed to maintaining the highest levels of security and protection against fraud with the latest security technologies to ensure that your credit card information, contact information and shipping/billing information are confidential and safe.

All orders are shipped from AUSTRALIA.

AUSTRALIAN ORDERS: All Australian orders are GST inclusive.

INTERNATIONAL ORDERS: Import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary by country. If you have any questions related to customs charges you are advised to contact your local customs office.

Once you've placed your order, we are unable to make any changes, additions, cancellations or amendments. Our systems are automated and changes may cause delays or mix-ups in the preparation of your order. We highly suggest that you review your cart before checking out.

If your order has already been processed or shipped and you wish to return or exchange an item, please fill out the 'contact us form' here to request for a Return Authorisation for the products you do not wish to keep once you receive your order.

We have a 30-days return policy upon receipt of the order subject to the following terms and conditions:

Item(s) must be unworn and still bearing the original label and in its original purchase condition.
Item(s) purchased as a set or free gift with purchase must be returned as a set.
Item(s) marked as *final sale are only eligible for store credit or exchanges unless item(s) received are faulty.
Shipping cost associated with the return of the item(s) will not be covered by Great Ocean Performance unless free returns are eligible for your country.
Exchanges are subject to product availability at the time of receipt of return order.

Returns requested outside of this period will be accepted at the discretion of Great Ocean Performance, and you will be issued with store credit for the value of the returned items, valid for 12 months from the date the return is received. Returns that are damaged or altered may not be accepted and may be sent back to the customer.

Simply email us via our contact page to begin the return process

Will I receive a full refund?

Your refund will either be issued to the original payment method used to place the order or in the form of store credit. Shipping cost associated with the return of the product will not be refunded unless your item(s) are faulty.

All refunds only cover the cost of the items purchased. Any shipping or freight cost incurred by the customer will not be refunded.

INTERNATIONAL CUSTOMERS: customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.

Please note that it can take up to 10 business days for the refund to appear in your account.

All refunds only cover the cost of the items purchased. Any shippping or freight cost incurred by the customer will not be refunded.

INTERNATIONAL CUSTOMERS: customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.

Please note that it can take up to 10 business days for the refund to appear in your account.

We aim to dispatch all orders within two-three business days. For more information on order shipments, please refer to our shipping information page.

Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Great Ocean Performance is not responsible for any delays caused by destination customs clearance processes.

Once your order has been shipped, you will receive an email confirmation of your order with shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Order Status'. If you are not registered, sign up now so you can track future orders.

If you receive a damaged or defective item, please contact us directly through our contact page and we will begin the process to exchange or return the item.

All orders are shipped from Melbourne, Australia

+ Free standard domestic shipping on all orders above AUD$200 is automatically applied at checkout (every wetsuit)

+ See tabs below for flat rate charges breakdown based on destination and order value

+ We aim to ship all orders within two to three business days

+ Orders placed over the weekend or on a public holiday, will be shipped out within the following two-three business days

+ Please allow extra processing time during sale periods for orders to be shipped

Domestic Shipping – Australia

Free Standard Shipping on All Australian orders over $200

AUD$15 flat rate standard shipping on all Australian orders below $200

AUD$25 flat rate express shipping on all Australian orders below $200

International shipping – New Zealand

Free standard international shipping on all New Zealand Orders over AUD$300

$20 flat rate express international shipping on all New Zealand orders over AUD$300

$25 flat rate standard international shipping on all New Zealand orders below AUD$300

$35 flat rate express international shipping on all New Zealand orders below AUD$300

International shipping – rest of the world

Free standard international shipping on orders over USD$300 for rest of the world

AUD$15 flat rate express international shipping on international orders (excluding New Zealand) over USD$300

USD$25 flat rate standard international shipping on international orders (excluding New Zealand) below USD$300

USD$35 flat rate express international shipping on international orders (excluding New Zealand) below USD$300

All International orders (except New Zealand) shipped via standard service may take up to 14-27 business days to be delivered from the day of dispatch. All international orders shipped via express service may take up to 5-12 business days to be delivered from the day of dispatch.

Please note that Great Ocean Performance do not provide free returns for international orders. Shipping cost associated with the return of the item(s) will not be covered by Great Ocean Performance unless the item is faulty.

NOTE: The shipping charge does not include possible taxes and duties that may be applied by customs in the country where the order originated. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable “merchandise”. We are also prohibited by law from marking the order as a “gift”, even if the order is placed with the intention of sending to a gift recipient. For further information, it may be necessary to“call local ” customs offices to gain further details.

Please note that you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

Please note that due to our international courier service, we are unable to deliver to Post Office boxes, apart from in the following countries: Australia, Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to forwarding addresses, which include Aramex addresses.

All items are insured against theft and accidental damage whilst in transit from Great Ocean Performance to the shipping address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.

We are unable to authorise packages to be delivered without a signature.

A shipping confirmation email with tracking details will be sent when order has been dispatched. Please make sure that email and contact details are correct when placing your order to avoid delays.

We aim to dispatch all orders within two to three business days. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Great Ocean Performance is not responsible for any delays caused by destination customs clearance processes.

All orders are shipped from AUSTRALIA.

AUSTRALIAN ORDERS: All Australian orders are GST inclusive.

INTERNATIONAL ORDERS: Import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary by country. If you have any questions related to customs charges, you are advised to contact your local customs office.