Customer Centre Surfshop Deutschland

Customer Service

We pass on the shipping costs we pay 1 to 1 to our customers. For shipping goods such as surfboards, we take over part of the costs. You will receive all shipping information in your customer account and via email.

Outside Germany

Orders shipped outside of Germany may be subject to import taxes, customs duties and charges levied by the country of destination. Import duties and taxes are levied by the respective import customs office and are charged to the recipient. These depend on the import regulations of the recipient country. For further information, please contact your local customs office.

Additional surcharge for remote regions and islands abroad possible!


parcelable goods under 1 meter: 

  • up to 50€ - 5,95€
  • from 50€ versandkostenfrei


Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Austria

parcelable goods under 1 meter : 

  • up to 50€ - 9,95€
  • up to 100€ - 6,95€
  • from 100€ free of shipping costs

Canary Islands, Liechtenstein, Norway, Serbia, United Kingdom

parcelable goods under 1 meter: 

  • up to 500€ - 34,95€
  • up to 2000€ - 26,95€
  • from 2000€ free of shipping costs


parcelable goods under 1 meter: 

  • up to 200 EUR - 26.95€
  • up to 500 EUR - 19.95€
  • from 500€ free shipping


parcelable goods under 1 meter: 

  • up to 50€ - 5,95€
  • from 50€ free shipping


Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Package goods over 1 metre long: 

  • up to 50€ - 9,95€
  • up to 100€ - 6,95€
  • from 100€ free shipping

Canary Islands, Liechtenstein, Norway, Serbia, United Kingdom

parcel goods over 1 metre: 

  • no shipping


Parcel goods over 1 metre 

  • up to 200€ - 26,95€
  • up to 500€ - 19,95€
  • from 500€ free shipping

Surfboards and shipping goods:


  • up to 1500€ - 39,95€
  • from 1500€ free shipping


Austria, Belgium, Croatia, Czech Republic, Denmark, France, Luxembourg, Netherlands, Poland, Slovenia, Sweden

  • up to 2000€ - 59,95€
  • from 2000€ free shipping

Estonia, Finland, Greece, Italy, Latvia, Lithuania, Portugal, Slovakia, Spain 

  • up to 2000€ - 89,95€
  • from 2000€ free shipping

Bulgaria, Hungary, Ireland, Romania

  • up to 2000€ - 119,95€
  • from 2000€ free shipping

Canary Islands, Liechtenstein, Norway, Serbia, United Kingdom

  • no shipping


  • up to 2000€ - 89,95€
  • from 2000€ free shipping



  • approx. 1 - 3 working days
  • Shipping by freight carrier 2-5 working days

to surrounding EU countries and Switzerland:

EU  approx. 3 - 5 working days

Shipping by freight carrier 5 - 7 working days

Rest of EU countries:

approx. 5 - 10 working days

Surfboards are shipped by a forwarding agency, which may increase the shipping time. Especially when shipping to European countries. In remote regions of Europe, additional shipping costs may be incurred, which we will agree with you in advance before the order is executed and confirmed.

If you have several items in your shopping cart with different delivery times, the order will be combined and the entire order will be shifted to the latest delivery time. The background to this is an environmentally friendly company policy. Packaging material and double ways are avoided to keep the footprint as small as possible.


DHL/ Post

  • Delivery takes place from Monday to Saturday.

  • There will be up to 2 delivery attempts. If no one can be found at your delivery address, the package will be stored at the nearest post office, where it will be ready for you to pick up within 7 working days.


  • Delivery is made on working days from Monday to Friday.

  • If no one is found at the delivery address, the driver will leave a note. Check this note to see where the parcel was left. Check with your neighbours or to find out the date of the next delivery attempt.

  • Alternatively, you can provide a signed receipt authorising the delivery service to leave your parcel in a safe place.


Delivery to a DHL Packstation is only possible in exceptional cases or for certain goods. Goods with a length of more than 1 metre (e.g. surfboards) are generally excluded.


You can track your parcel at any time using the tracking number. Your parcel number and the corresponding link will be sent to you by e-mail on the evening of dispatch. You can also find it in your user account under My Orders.


You can find more information about returns under Returns on this page.


You can check the processing status of your order at any time in my account or in Track Order.

Once the order has been shipped, you can use the tracking tools of the delivery services with your parcel number to track your shipment:

Freight forwarding:

For questions please contact our Customer Service

Why do some items have a longer delivery time than others?

In order to offer our customers an even greater selection of branded articles, we have decided to offer some goods according to the on-demand principle. On-demand goods are items that are not in stock but are ordered from the manufacturer or supplier at the customer's request.
The delivery time always depends on the manufacturer or supplier. You will find the delivery time for each individual item on the respective product detail page or in your order confirmation.

The delivery time of products can generally vary depending on the availability of the product:

  • availability of the product
  • the selected shipping and payment method
  • and country of delivery

The delivery time for each product can be found on the product detail page under the "shopping cart" button.



For some products, a longer delivery time is indicated despite the same country of delivery. These differences are due to various factors. It may happen that individual products are not in our warehouse, but in one of our external warehouses or directly at the manufacturer. In such cases, the product may first be sent to our warehouse and then to you.


The delivery time also depends on the respective parcel service provider. The delivery time you see on the product detail page applies to deliveries with standard shipping or, in the case of freight forwarding, freight forwarding. You can find more details about the shipping options under Shipping methods & costs.

Please also note that if you choose payment in advance, your order will not be shipped until we have received your payment. This can lead to a delay of a few days.


Delivery times also vary according to the country to which the order is sent. To ensure that the correct delivery time is displayed on the product detail page, please make sure that you have selected the appropriate country.


After our careful processing of the order, it can happen in very rare cases that you receive an incorrect delivery, please send us a message via our contact form as soon as possible. 

Please state which item you ordered and in which version and which item you received instead.

If the item you ordered is still in stock, we will check it so that you can place a new order.

You can always return the incorrectly delivered item to us free of charge using the enclosed return label. Please note on the return label that you have received an incorrect item. You will find the return label in the attachment to your shipping confirmation email. 

If you no longer have the e-mail, put a note in the parcel with the information - goods incorrectly delivered.

Yes and No, this is possible by prior arrangement. We are currently an online surf shop and will expand into a retail shop in the medium term. We do not stock all the products that are available to buy online. Would you like to try on a wetsuit, neoprene accessories or our eco-friendly clothing on site? Pick up a Surfskate or Surfganic surfboard?  Please contact us via email, phone or Whatsapp.

Mobile: +49 (0) 1590 1712899

Phone: +49 (0)5242 9808222 


Germany and Europe

Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Austria, Poland, Portugal, Romania, Sweden, Switzerland, Slovakia, Slovenia, Spain, Czech Republic, Hungary

For all orders, shipping to a Packstation is not possible.
Please note, however, that it is completely excluded to have shipping goods such as snowboards, surfboards, wakeboards, skateboards and longboards delivered to a Packstation.

Your shipment tracking indicates that you have already received your order? Or you have not received one or more items listed on the delivery note?

Please contact our support team immediately at or via our contact form. We will get back to you as soon as possible.

Please note that you have to contact us within 2 weeks after delivery according to the shipment tracking. After this time, we are unfortunately unable to obtain any information from the shipping company.

In some cases it is necessary for you to make an affidavit for the loss of the goods, despite the delivery note. This is required by our shipping company and will be forwarded to them. You will receive the form to fill out from us by e-mail. Please complete the form, sign it and return it to us. The respective shipping service provider usually needs 2 - 4 weeks for the check. We will contact you as soon as we have received the information.

As soon as we have handed over the parcel to the parcel service provider, we will send you a shipping confirmation by e-mail. You will also find the shipment number there.  Use the number on the website of the parcel service provider to check the status of the delivery.

If you have ordered items with different shipping dates and they are shipped separately, you will receive a tracking number for each package.

If an order has to be delivered later by the manufacturer because it is currently not in stock, the delivery time will be extended accordingly.

Should it happen in rare cases that your ordered goods are not available, we will of course inform you as soon as possible and refund any payments already made directly.

In order to be able to ship goods such as surfboards, we need a telephone number where you can be reached. The shipping company will arrange the delivery (date and time) with you. 

Please check the board for damage upon delivery and accept the item only under reserve, if this is the case.

Upon acceptance and signing with the shipping company, you acknowledge that you have received the board intact. 

If there is any immediate damage, please contact us immediately and send us photos via email to claim the damage.


Please arrange the delivery immediately. We regret that we will have to charge you for storage costs incurred by bulky goods deliveries due to the customer's own fault.

Furthermore, we reserve the right to charge you if you refuse to accept bulky goods (surfboards, SUPs etc.). The costs within Europe amount to 200 - 300 Euro depending on the shipping area. 

So please only order surfboards if you are really sure that you really want this item. Please be aware that shipping and return shipping costs are enormous and we cannot and do not want to bear these costs. 

If you have any problems, not only with the delivery, please contact us via mail or phone - we will be happy to help you,

Tel: +49(0) 1590 / 1712899 or

Hakuna Matata Your Team

Most of our articles are delivered to you within 1-3 working days. However, if you are shown a longer delivery time for an item, this means that we order it for you directly from our suppliers. If you pay by cash in advance, the delivery time is valid from the moment the money is received on our account.

As soon as we have handed over your delivery to the parcel service, the logistics company is responsible for the duration. By means of the tracking number you can track where your package is located. 

Delivery times - Parcel delivery times:

in GERMANY approx. 1 - 3 working days

in EU - 1 approx. 3 - 4 working days

in EU - 2 approx. 1 - 7 working days

in EU - 3 approx. 1 - 7 working days

in export (Switzerland, Lichtensten Norway) approx. 1-4 working days

Surfboards will be shipped by a forwarding agency - the shipping time may increase. Especially when shipping to European countries. To remote regions of Europe (e.g. Ireland, Scotland etc.) additional shipping costs may occur, which we will discuss with you in advance before the order is executed and confirmed.

If you have several items in your shopping cart with different delivery times, the order will be combined and the whole order will be postponed to the latest delivery time. The background is an environmentally friendly company policy. Packaging material, and double ways are avoided to keep the footprint as small as possible.

Parcel Tracking

You can see the processing status of your order at any time in your customer account or under Track Order.


Bulky Goods Shipping:

For questions please contact our Customer Service

If your parcel is delivered damaged, you should ask the delivery person about it and this must be noted by the delivery person when the parcel is handed over. 
We need your help here!
If your parcel has already been delivered in a visibly damaged condition, file a damage claim with DHL or the shipping service provider as follows:

Take the parcel and all its contents to your nearest post office or to the point of contact of the respective shipping service provider (or send an e-mail with sufficient photographic material and a description of the damage).
Explain there that you have received your parcel damaged. You will receive a form for reporting the damage and fill it out. Have the damage report stamped and signed by the postal clerk/employee.
Then leave the damaged parcel at the post office and you will receive a written confirmation. 

The shipping service provider will investigate the damage and then inform us of the result of the investigation. We will then inform you immediately. The processing of DHL / UPS / other service providers can take up to 4 weeks.

IMPORTANT!  The damage must be reported to the parcel service provider within 7 days of receipt of the parcel, as no complaints will be accepted after the 7-day complaint period has expired.

If you are not at home when the parcel is delivered - no problem! The delivery service will leave a pick-up card in your letterbox, which you can use to collect your parcel from the relevant pick-up point. 

Important: Only the registered recipient is entitled to pick up the parcel, so be sure to take your ID with you!

If the parcel was dropped off at a neighbour's, you should find an information card in your letterbox with all the information. 
If there is no card there, use the delivery service portal and your consignment number to get more information.


Parcels will be stored at the pick-up point for 7 working days for collection - so please collect your parcels in good time.
Thank you 

All information about shipping costs can be found here: service/Shipping costs

You will receive the shipment tracking by email to your email address and you can also view the shipment number in the customer login area. 

Log in with your account and find out everything about your shipment.

If you have any questions, please contact our support by phone, Whatsapp or email. We will take care of your request as soon as possible.

In order to be able to offer you a very large selection of branded articles, we have decided to offer some goods according to the request principle. On-demand goods are items that we do not have in stock, but order from the manufacturer at the customer's request.
The delivery time here always depends on the respective manufacturer. You can find the delivery times for each item on the respective product detail page or in your order confirmation.

For logistical reasons, we cannot offer you express shipping or same-day delivery. 

Most of the items you find in our shop will be delivered to you within 1-3 working days - to Europe 3-10 working days.

Different delivery times apply to items that we reorder for you directly from the supplier. The delivery times are indicated accordingly on the respective product page. 

PayPal is a payment service that allows you to pay online easily, quickly and securely. All you need is a PayPal account. Registration is free of charge.

Payment process

  1. Select the payment method "PayPal" during the order process.
  2. You will be redirected to PayPal, where you log in with your password and confirm the payment.
  3. There are no transaction costs for you, we take care of them.
  4. Your order will be processed immediately.

If you did not complete the payment process during your order, you can do so at any time. To do so, go to your customer account. Click on "Orders" then "Not yet paid". Your order will be processed as soon as you have made the payment.

Payment with PayPal Express.

Payment process

  1. Put all items in your shopping cart.
  2. Select the payment method "PayPal Express".
  3. You will be redirected to PayPal Express, where you have to log in with your password and confirm the payment.
  4. All data necessary for us will be provided directly by PayPal and transferred to our system for the purpose of shipping and invoicing.
  5. You will then be taken to the checkout page where you can change your delivery address.
  6. Check your details on our order overview and confirm your order.
    Your order will be processed as soon as possible.
  7. There are no transaction costs for you, we take care of them.

PayPal instalment payment

Pay for your order conveniently in instalments. You will find the conditions under each activated item and in your PayPal account during the payment process

  1. choose the payment method PayPal instalment payment. 
  2. follow the instructions and choose your monthly rate.
  3. Complete the order with your payment and receive your order in a few days.

In cooperation with our partner Klarna we offer you different payment methods. Select your preferred payment method and follow the instructions in the ordering process.

Klarna purchase on account

With invoice you pay for the goods as soon as you receive them (within 30 days after the invoice date) and only for the products you actually keep. This way you can inspect the ordered goods at your leisure before paying the invoice.


  • You are 18 years or older
  • Your delivery and billing address are in Germany
  • The ordered items do not include gift vouchers.
  • The identity and credit check is successful with the data you have provided.

Please note that with this payment method, no existing credits that have arisen from complaints or returns can be used.

For a better shopping experience, use the Klarna website/app.



  • Select "Klarna Invoice" during the ordering process. Klarna Bank AB will perform a credit check on the data you provide.
  • If the check is successful, you can complete the order with the desired option.
    Please note that the check is automated and We have no influence on the result. You can find more information about the credit check in the terms & conditions of  Klarna.

Order confirmation

  • Once your order has been confirmed, you will receive an order and dispatch confirmation from us by e-mail as usual.
  • The shipping confirmation already contains all information for the payment of the invoice amount (IBAN, BIC, reason for payment, etc.). In the package you will find a printed version of the invoice with all payment details.


Please pay the invoice amount directly to our partner Klarna within 30 days after the invoice date. For general questions about Klarna or payment, please contact Klarna Customer Service.


You want to return your package and pause your payment? You can find out how to do this under Customer Service Returns.

You can find more information about Klarna here.

In cooperation with our partner Klarna we offer you "Sofortüberweisung" as a payment method.

If you would like to pay for our items with Klarna Sofortüberweisung, you can pay easily, quickly and securely with your online banking data.

Payment process:

  1. Select "Sofortüberweisung" as payment method in the order process.
  2. Enter your personal data as required.
  3. The order is completed and you will receive an order confirmation by e-mail from Klarna and one from us.

Once you have completed your first purchase via Klarna, you can complete all future purchases with Klarna with just one click.

With Amazon Pay, you can use the payment and shipping information you have on file with Amazon.

Note: You need an Amazon account.

Payment process:

  1. Add all items to your shopping cart.
  2. Click on the "AmazonPay" button, the registration form will appear.
    Confirm your Amazon login details.
  3. Make any changes to your delivery and billing address.
  4. Select your preferred shipping method.
  5. Submit your order


Vouchers cannot be redeemed here.

You can pay quickly and 100% securely by credit card. We accept Visa, Mastercard, Diners Club, American Express, Discover, Maestro, etc.

Zahlungsmethode Kreditkarte Salty Smile Vertriebs UG

As an already registered and also as a non-registered customer you can pay with your credit card. PayPal acts as a carrier here. You do not need a PAyPal account to pay with this payment method.

Enter your credit card details and pay securely via PayPal. When paying by credit card, your data is protected by a special encryption process.

If you choose the payment method "payment in advance", you transfer the amount due to our account after completing your order. Once we receive the amount, we will process your order immediately. Payment in advance can take 1-2 working days between banks until we receive your payment.

Payment procedure

  1. Select "Prepayment" during the order process.
  2. After completing your order, you will receive all details about our bank account by email. 
  3. Simply transfer the outstanding amount to our bank account.
  4. When transferring the money, please state your order number and your name in the reason for payment! This is very important so that we can allocate your payment and thus guarantee a quick process.

PS: You can also find the bank details in our customer centre under bank details.

All other payment methods are carried out via PayPal Checkout. PayPal serves as a carrier here. With e.g. Ratepay, please do not pay your invoice to us! Please make sure that you transfer the payment to the respective service provider. A payment to us directly is not possible and the item is not considered paid. You are entering into a contract with RatePay or a payment service provider of your choice with whom you are entering into a contract for payment.


Please pay the invoice amount directly to our partner Klarna, Ratepay etc. and not to Hang Loose Surfshop. You will find the bank details of Klarna and Ratepay in your shipping confirmation and on the invoice and the mail from the payment service provider.


BanksolarisBank Gf
BIC (Bank Identifier Code)SOBKDEB2XXX

Salty Smile Vertriebs UG(haftungtsbeschränkt)

Surfshop Deutschland
Am Domhof 30
33378 Rheda-Wiedenbrück Germany

As soon as the order amount has been credited to our account, your order will be processed.

Please state your order number and the name under which the order was placed as the reason for payment on the transfer slip (e.g. Maxi Mustermann 10045005). We also ask you to provide this information for e-banking orders.

We accept the following payment methods

  • Instant bank transfer
  • Paypal 
  • Credit card (via Paypal - no Paypal account required)
  • Instant bank transfer
  • Amazon Pay
  • Instalment purchase (PayPal)
  • Klarna
  • GooglePay
  • ApplePay
  • Ratepay
  • and much more


If you decide to pay in advance, please transfer the order amount to our bank account. As soon as we have received the amount, we will ship your order immediately. 

Payment process
Select "Prepayment" as payment method during the order process. After you have confirmed your order, you will receive further information about the payment by e-mail.
Then simply transfer the required amount of your order to our bank account.

Please indicate this in the transfer slip!

  • Order number
  • Name under which the order was placed

This is important for a quick processing (e.g. Max Mustermann 1234567890). Please also indicate it in e-banking orders.

As soon as the amount is on our account, we will process your order.

Please note!

Due to the transfer channels between the banks, it may take 4-5 working days until payment is received.

Bank details see here!

Please note that our bank calculates with €. In some countries there may be additional costs if the transfer is made in a different currency.

Bank account:

Salty Smile Vertriebs UG (haftungsbeschränkt)

Finom Bank

IBAN: DE21110101015347819053



Sofortüberweisung is one of the safest and easiest online payment options with TÜV-tested data protection.


The transfer takes place in real time (therefore faster than prepayment.)
No registration necessary
No need to top up an interim account
no need to enter your credit card details
Sofortüberweisung is a free service and there are no transaction costs.

The only thing you need is an online bank account.

Payment process
Select Sofortüberweisung as your payment method during the order process. After you have confirmed your order, you can log in with your account number and bank code and confirm your payment with PIN and TAN.

Please indicate this in the bank transfer slip!

Order number
Name under which the order was placed

This is important for quick processing (e.g. Max Mustermann 1234567890). Please also indicate in e-banking orders.

Bank details see above!

Bank details see invoice or in the FAQs under Bank details!

Payment by credit card is handled by PayPal. You don't need a PayPal account for this and can pay comfortably and securely with your credit card. PayPay only offers the plug-in to enable credit card payment.


PayPal is an online payment service that allows you to pay online easily, quickly and securely. All you need is a PayPal account, which works like an online bank account. Registration is free of charge. You only need to enter your details once and you can shop securely at any online shop that offers PayPal without having to re-enter your details every time.

Payment process
To pay with PayPal, select the payment option "PayPal" during the order process. After confirming your order, you will be redirected to the payment process. After completing the payment process, your order will be processed directly. 

If you did not complete the payment process during the online order, you can do so at any time later. Go to 'My account' and click on 'Orders' and then on 'Pay now'. Your order will then be processed.

Please note!

Payment will be made in local currency.

PayPal Express

With PayPal Express you can access your PayPal account directly.

Payment process
In the registration window you will find the PayPal Express Buy button. This will take you directly to your account. You only have to log in and confirm your purchase! All necessary data will be taken over directly by PayPal and transferred to the form, so that the annoying filling in of data is no longer necessary. You will immediately be taken to the checkout page, where you can change your delivery address, for example.

Then check your details again on our order overview and confirm your order.

PayPal Plus (hire purchase, purchase on account, credit card even without a PayPal account)
Pay comfortably with your credit card. This works via PayPal Plus and no PayPal account is required from the buyer.

The instalment purchase and invoice purchase is also processed via PayPal Plus and allows you to finance products. You will find all information in the order process.

Amazon Pay
Amazon Pay ist ein Service, der es Ihnen ermöglicht, mit den in Ihrem Amazon-Konto hinterlegten Zahlungs- und Versandinformationen auf externen Websites einzukaufen. Sie müssen kein weiteres Konto anlegen. Das spart Ihnen eine Menge Zeit und Mühe und bringt Sie schneller zu Ihren Lieblingsprodukten.

The sales tax in Germany is calculated at 19%.

If you buy from another European country, the sales tax of the respective country is added to the net value and the sales tax is paid in the respective country.

For you as a business customer in B2B, the sales tax does not apply if your company is registered in another European country. We need your Tax ID number.

For deliveries to a third country (non-EU country, e.g. Switzerland, Norway, etc.) we issue a net invoice and you pay the tax to the customs.

We will refund you the amount paid via the payment method you used to pay for your order if the item is no longer available. The refund will be made directly when we process your order. 

You have received a voucher as a gift from us and would like to redeem it?
No problem! You can redeem your voucher code at the end of the order process.

You can only redeem one voucher per order.

Important! You cannot redeem a promotional voucher when purchasing a voucher.  

You can only redeem your voucher before completing the order process.

A subsequent crediting is not possible.

Vouchers cannot be combined.

This applies to both promotional vouchers and purchase vouchers.

If you have already redeemed a voucher in your order, it is not possible to additionally redeem one of our newsletter or promotional vouchers.

Promotional vouchers cannot be redeemed when purchasing a purchase voucher!

No. A cash payment or payment of the remaining amount is not possible.

The validity period of promotional vouchers can be found on the voucher. Promotional vouchers have a validity period that you can see on the voucher, no longer. Purchase vouchers are valid for an unlimited period.

A promotional voucher is a gift from us or one of our partners. It is linked to conditions such as minimum purchase value and expiry date.

A purchase voucher is bought from us in the online shop and corresponds to the respective purchase value. Purchase vouchers are valid indefinitely.

Please note: Vouchers are excluded from return and payment! (this does not apply to the legal right of revocation for purchase vouchers).

The shipping of vouchers to Germany and Austria is free of charge.

Please also note that it is not possible to redeem a promotional voucher if you only have a purchase voucher in your shopping basket, as promotional vouchers cannot be redeemed on purchase vouchers.

If you return your goods for less than the minimum purchase value of a promotional voucher, the amount of the voucher will be deducted from your refund.

In the case of purchase vouchers, we will be happy to send you a new purchase voucher for the amount on request.

You can return or exchange your order within 30 days!

Of course, you can also simply return the products you purchased online to us.

It's as simple as this:

  1. Fill out the enclosed return form (included in the order confirmation - or print it out from the customer centre).

  2. Pack the item and enclose the return form.

  3. Prepare the parcel:
    You are free to choose your parcel service. Our recommendation: Compare the prices.

    • Frank the parcel sufficiently and send it to the following address:
      Salty Smile Vertriebs UG(haftungsbeschränkt)
      z.H. Stefan Grett
      Am Domhof 30
      33378 Rheda-Wiedenbrück
  4. Hand in the parcel to the appropriate parcel service provider and keep your consignment number for 6 months.

Please Note:

    • If your order includes multiple items or consists of multiple orders that were shipped separately, you can return them to us in one package. Please note the order number and item information on the return form.
    • Please make a note of the number (tracking number) on the return label under the barcode. This way you can check if your shipment has arrived and track it.
    • Keep the receipt you receive when you post your parcel. If your parcel gets lost, you will need it for tracking purposes.
      We will only take responsibility for the return once the package has reached our warehouse. We will inform you as soon as we have received your parcel.
    • If your order was delivered by a forwarding agent or as bulky goods, the costs of the return shipment must be borne by you in full.

You have ordered with Klarna and want to return something? 

This is how you proceed:

  1. Pack the part of your order that you want to return and follow the instructions as described under "Return".
  2. You need to inform Klarna that your open payment will be adjusted. To do this, open the Klarna app, select the relevant order and click on "Register return".
  3. After you have registered your return, Klarna will pause your invoice while you send the product back to us. As soon as we receive it, we will update your Klarna invoice.

Return Form Download here:

If you do not like the ordered goods, you can cancel them within a period of 30 days from receipt of the goods by means of a clear declaration. You do not need a reason or a binding form for the revocation. You can submit this verbally, in text form (e.g. by e-mail) or by using the cancellation form. cancellation form bei uns einreichen. Download here:


If you wish to return the goods because they are defective in quality, please contact our customer service.


Gift vouchers (i.e. value vouchers) purchased will be credited to your account in the event of a return.

Please note: Gift Vouchers cannot be redeemed for cash.


Vouchers issued as part of a promotion are valid in the event of a claim/return as long as the conditions of the respective promotion are still active.

Please note that if you return an item, the entitlement to the free item/savings you received as part of a promotion will be invalidated. In other words, your entitlement to it will expire when you return it.


If your order has been delivered, you will be responsible for the return shipping costs.

If you have any questions, please contact our Customer Service.

Goods manufactured especially for the customer, such as Surfganic surfboards, are generally excluded from exchange.

If your purchased goods have a quality defect, material defect or production defect, this is a complaint case.

This is how you proceed:

  1. Check the product to see if it is a production defect, e.g. delaminations of surfboards after use are not included! It is a complaint if your delivered product has a quality defect, material defect or production defect.

  2. Take a photo of the product, the defect and, if applicable, the cardboard packaging. 

  3. Describe the defect as best you can and send the description together with the photos to our Customer service.

  4. Our complaints department will then process your case. We will inform you about the further procedure. Please note that this may take a few days

Your product doesn't fit or you imagined something else underneath and you don't like it? No problem!

You can return the item to us within one month and get a refund.

We generally advise customers to choose an insured and traceable shipping option so that the package can be tracked at any time and is secured by the shipping company. As a customer, you must bear the costs for the return. Returns are normally processed within 10 working days from the time the goods arrive at our warehouse.

Once the item has been checked by us, we will initiate a full refund (for the item). We will confirm this by email, the shipping costs paid will not be included.

For this return, the delivery/return note is no longer necessary. We will recognise your order by the return label.

Please note that the item must be returned to us unworn and in the manufacturer's original packaging. Shoes, snowboard goggles, sunglasses and helmets must be returned in the manufacturer's original box, otherwise we cannot accept the return. Further information can be found in our cancellation policy.

The return of gift vouchers is generally not possible. 

Important: The processing of returns can take up to two weeks.

Sometimes a purchased item doesn't fit properly, or you want an item in a different colour?

No problem!

Just send the item back to us.

We will refund the amount of th article immediately. At the same time, you can place a new order with the desired item.

Unfortunately, a direct exchange is not possible.

If you return more than one item, it may happen that the items are processed with a delay. In this case, your refund may be delayed. You will then receive a separate email for each refunded order.

Important: The processing time between the returns to be processed is in most cases no more than 24 hours. If you have not received a confirmation email for the other items from your various orders, please contact us immediately.

In this case, send us a message via our contact form or by e-mail and state exactly which of your returned items has not been accounted for. 

Please note: Complaints about missing items in the return can only be accepted within 7 days of the start of processing.

For free returns, you need the prepaid return label.
You will find this in your parcel or in the Customer Centre under Returns - Returns slip.

Please fill out the return slip, which is attached to your order or enclosed in the package.

Important note: If you have chosen the payment method instalment purchase or payment method invoice, please inform our payment partner Klarna or Paypal that you are returning goods. Since it can take up to 2 weeks for us to process your return, you can avoid unnecessary requests for payment. You can easily announce your return in your Klarna customer account at or

Make a note of the consignment number and keep it for at least 6 months.

The return costs are to be borne by the customer.

In the event of a return, we will refund the purchase price as quickly as possible, but at the latest after 14 days. The chargeback will be processed via the same payment method that you used for your order.

Returns of bulky goods such as surfboards, wakebaords, kiteboards etc. are always the responsibility of the customer. To find a cost-effective solution for a return, please contact us. We will be happy to help you.

Pre-assembled goods such as skis, snowboards, wakeboards, etc.

Please note that pre-assembled ski sets represent a customisation of the products to your personal needs and are therefore excluded from return.

Return of surfboards and SUPs

If your order was delivered by Hermes or a freight forwarder, you will be responsible for the cost of returning the goods. Our customer service will be happy to help you with an uncomplicated and wallet-friendly return. Please contact our support.

Returns by arrangement please!

Warehouse Surfganic

Attn: Stefan Grett

Am Domhof 30

33378 Rheda-Wiedenbrück, Germany



( Only by arrangement! )

Grosse Elbstrasse 131
22767 Hamburg

We reserve the right to charge the standard shipping costs for returns. E.g. if the value of the order less the return shipping falls below the free shipping threshold.


In Germany, shipping is free for orders of 50 € or more. If you order two items in one order for €25 each and return one of them, we reserve the right to return the €25 minus the standard shipping costs.

Has an item already been delivered to you defective/damaged? We apologise very much for this!

Please contact us immediately via our contact form or by e-mail and send us photos of the defect. We will check and process your request as soon as possible.

In this case we can only check within 7 days after delivery (tracking - delivery date).

If the defect is reported after the 7 days after delivery, we must assume that the item broke during use. In this case, contact our support and our complaint process would come into effect. The claim process takes approximately 5-7 weeks.

Please send us an email with photos and a description of what happened to the item and what was broken. We will forward this to the manufacturer.

Please write "Complaint" in the subject line.

After receiving your email, our team of experts will look at the photos and the description and contact the manufacturer. The manufacturer will decide whether the complaint is justified. If this is the case, we will receive information from the manufacturer whether the item can be repaired, exchanged or refunded.

We will inform you immediately upon receipt of the information from the manufacturer and in order to agree on a further procedure with you.

The processing of the complaint takes about 5-7 weeks.

ATTENTION: The warranty is subject to the conditions of the respective manufacturer and is described in the enclosed warranty card or on the manufacturer's website.


A quality defect, material defect or production defect exists if, for example, a zip no longer closes, your SUP loses air, etc. The exact assessment can only be made by the manufacturer. However, the exact assessment can only be made by the manufacturer.

The warranty, which covers material & manufacturing defects, varies depending on the product and manufacturer. If a problem occurs during intended use within the applicable warranty period, you should and can complain about the product.

If the complaint is justified, your item will be repaired if possible; if this is not possible, the product will be replaced. If the same product is no longer available, you will receive a qualitatively equivalent model in the same price range as the product complained about. As soon as we receive a replacement from the manufacturer, we will of course send it to you free of charge.
Please note that the manufacturer and we are not obliged to replace the same model.

In the event that the manufacturer deems your complaint to be unjustified (e.g. if the product was damaged due to improper use or negligent handling), the product you complained about will be returned to you immediately. In some cases, however, the manufacturer offers special conditions for the exchange; in this case, we will inform you immediately.


Our customer service team consists of passionate skaters and surfers with a lot of experience in water sports. We are happy to help you choose the right product and the right size.

You can reach the customer service by phone, email, live chat and WhatsApp.



Phone: +49 1590 1712899

WhatsApp: +49 1590 1712899

Live-Chat: Click on the chat icon at the bottom right, we will help you.


Monday - Saturday: 08:00 a.m. - 10:00 p.m.
Sunday: 10:00 am - 10:00 pm


Address for returns:

Salty Smile Vertriebs UG (haftungsbeschränkt)
Attn: Stefan Grett
Am Domhof 30
33378 Rheda-Wiedenbrück


We are constantly trying to improve, help us to do so and send us your feedback to .


Surfshop Deutschland offers you the best and safest shopping experience. With us, you can be sure that your data is processed securely and that our security standards have the highest priority. 

The following certificates underline our high standards:


The protection of your data is our top priority. Our Surfshop Deutschland site is of course secured via SSL (Secure Socket Layer).

This guarantees that payments are absolutely secure and that your personal data will not be passed on to others.

The merchant association/Händlerbund

Mitglied des Händlerbundes

To guarantee our customers the best possible shopping experience, we are part of the "Händlerbund". The Händlerbund checks the legal security of our online shop.


  • Legal texts (imprint, general terms and conditions, privacy policy, cancellation policy) that are safe from warnings.

  • Confidence-increasing buyer and quality seals for your shop

  • Protection of personal data

  • Secure payment in the shop

  • Representation of interests - The Händlerbund campaigns for the rights of online traders throughout Europe.


Help us to make our shop even better! If you would like to give us feedback, you can do so via our Feedback-Formular or via the Google rating platforms.

Here you will find top brands with premium top quality.

Our team consists of passionate surfers, skaters and water sports enthusiasts. We have extremely high standards for our equipment and its quality.

In order to guarantee you the best quality, we only sell brands that we stand behind completely and that we also use ourselves.

You can find an overview of all our current brands under the category Brands.

Top quality at top prices, that's what we stand for. That's why we offer you the Salty Smile best price guarantee:

If you notice within 3 days of receiving your invoice that the item you bought online from us would have been cheaper at another surf shop, you have the following options to activate the best price guarantee.

  • We will transfer the difference back to the payment method you used to pay for the item.


  • You return the item to us

The Best Price Guarantee already applies if an item we have in stock is cheaper at another retailer. Simply send us an E-Mail with the link to the offer. After we have checked the offer and it is correct, you will also receive the item from us at the same price as the cheaper offer.


  • The retailer of the desired article has its place of business within Germany and Austria.
  • The item is in stock at the dealer in the exact size, colour and design you want.
  • Our best price guarantee does not apply to private purchases, auction platforms such as Ebay, Amazon, Kaufland, otto, etc. bankruptcy sales and other non-regular sales channels.
  • The best price guarantee only applies to shops within Germany and Austria with Euro as currency and which ship goods to other EU countries.
  • Promo vouchers cannot be redeemed for the Best Price Guarantee.
  • The comparison price results from the item price and the shipping costs of the other retailer.

A Hang Loose customer account brings you many advantages:

  • Fast order process thanks to easy check-out
  • Overview of all orders
  • Automatic pre-filling of your payment and delivery details
  • Easy management of your delivery and billing addresses
  • Order overview at any time
  • Wish list for your favourite items
  • Shipment tracking included
  • All news & changes at a glance
  • Newsletter subscription and unsubscription
  • Create and save shopping cart & gift lists

To subscribe to our newsletter go to our homepage and sign up for our newsletter. To do this, enter your email address in the field. 
If you already have a customer account with us, you can register for the newsletter directly in your account.

To do so, go to the menu item "Newsletter" in your account and tick the box. Don't forget to click on "Save" afterwards.


There are two ways to unsubscribe from our newsletter.

1. unsubscribe via the newsletter email:
When you receive your next newsletter email, scroll all the way down. Here you will find a link to unsubscribe.

2. unsubscribe via your customer account:
Log in to your customer account. There you will find the menu item "Newsletter". Here you can unsubscribe from your newsletter by removing the tick and also subscribe again. It is important that you save your details!

All personal data such as address or details of your credit card and means of payment are encrypted using the SSL process and are therefore secure during transmission.

Your data will only be used by us to process your order, for payment and for marketing measures within the scope of your registration in the Surfganic customer account. 

Our website is completely secure, recognisable by the https and the closed lock in front of our domain

All data collected by us is used and processed within the framework of the applicable data protection laws in accordance with our privacy policy.

We also do not want to give our data into unsafe hands, so the point of data protection is a matter of the heart for us See our privacy privacy policy!

When you register, you create your personal customer account. 

Once you have created a customer account, you can log in with your password for each subsequent order and you do not have to enter your data each time. Your name, e-mail address and delivery and billing addresses are stored in your account. You can easily access them in our check-out process.

You can also conveniently access the shipment tracking via your login, just like the control of your newsletter. Whether you want to subscribe or unsubscribe, you can do so with just one click.

You can find all the advantages under the Hauppunkt customer account in our customer centre.

Also take advantage of our special discount offers.

If you have forgotten your password, you can generate a new password via Forgotten password? The email with the new password will be sent to the email address you used to create your account.

If you have a new e-mail address or have forgotten your e-mail address, simply create a new user account and benefit from the advantages.


We love water sports and know exactly how important the right equipment and the perfect gear for different conditions are. Benefit from our years of experience. We would like to share this with you so that you too can find your perfect product.


What size should I choose?
As you know from your own experience, clothes do not always come in the same size.

To give you an idea of which size is right for you, we have provided a list of size charts for each manufacturer.

On the product page you will also find a link to the respective manufacturer's size chart.

If you have any further questions, please contact our Customer service.

Sisstrevolution Wetsuit Size Chart 

Measurement Tips

Measure around your chest at the fullest point of your bra cup. Make sure to go under your arms, not around them.

Measure around the smallest part of your waistline with one finger between your body and the measuring tape.

Stand with your heels together, keeping tape straight and parallel to the floor. Measure around the fullest part of your hips.

Stand with your heels together, keeping tape straight and perpendicular to the floor. Measure from the high point of your shoulders down the length of your back

Size Chart Women's Wetsuits Sisstrevolution:

sisstrevolution wetsuit size chart

Sisstrevolution size chart Youth / Girls:

sisstrevolution size chart wetsuits girls youth

How to take your measures

Measure your chest at the level of the most accentuated part.

Measure your waist at the narrowest point of the waist.

Wetsuit size table men:

picture organic wetsuits size chart men

Wetsuit size table women:

picture organic wetsuits sizechart women

size chart booties:

picture organic neoprene booties size chart

size chart gloves:

picture organic neoprene gloves size chart

size chart hoods:

picture organic neoprene hoods size chart


Subscribe to our newsletter and stay up to date. Be informed about important discount promotions and all news concerning our shop. Receive special information that only you receive as a newsletter subscriber.

The brands we offer have been thoroughly tested by us. We sell the brands we offer with full conviction, because we focus on quality and not on throwaway mentality. Here you can find an overview of all our brands.

Here you will find all blog posts on the topic of surfing. Have fun browsing.

You will find our FAQs structured under the different topics. 


  • FAQs Shipping can be found in the Customer Centre under Shipping.
  • FAQs Purchase advice can be found in the Customer Centre under Purchase advice
  • etc.

Here you will find an overview of all cooperations. You will find a detailed description on the respective information page.