Return & Exchange
You are welcome to return any item(s) you have purchased online back to our warehouse for a refund or exchange. Please follow the steps below and make sure to carefully read through the terms.
The return is to be arranged and paid for by you as a customer. Surface does at this point, unfortunately, not provide any prepaid return label.
You as a customer may exchange your product for another size, in which case Surface will ship the exchanged product back to you at no further cost. We do not make any exchanges for other models or products. If the size you wish to exchange for is not available in stock, we will instead make a refund for that product.
The product you wish to return cannot be used and must be in mint condition.
The return must be shipped back within 30 days of receiving it.
Your order comes with a return form. Please fill this out and enclose it in the return shipment. It is very important that it is enclosed, otherwise, we will not be able to process your return. If you have not received one or have lost yours, you could download and print out a new one here.
Pack the products you wish to return safely in the shipping box. Also, if you’re returning shoes, please remember not to damage the shoe box with tape, writing, shipping labels, etc.
Take your product to a shipping company’s location or arrange with them for it to be sent back to us. We alwaysstrongly recommend that you use your local postal servicesrather than a specific courier. From our experience, this almost always ensures that there are no issues for neither you as a shipper or for us receiving the return order. The postal service is usually also your cheapest option.
If you do not use the postal service, you must make sure that the shipment can be made to a box address - otherwise, we will not be able to receive it.
Send your items to the following address:
One More Family (Attn: Surface Project)
We advise you to pick an option where the return shipment is trackable. This is for your own convenience and safety.
Save the tracking number and any receipt from when leaving the return shipment.
What happens next?
Once your return arrives at our warehouse we will unpack it, process it, and fulfill your refund or exchange. Once this has been done, we will notify you via email regarding your return or exchange.
We receive many returns and carefully review each one to ensure a continued high-quality standard on our products. Therefore, it may take up to 2 weeks for your return to be processed and for you to be notified.
Have you still not received an update regarding your return order?
If you can see that your return has been delivered to our warehouse but you are yet to receive an update after 2 weeks, please do not hesitate to contact us including the name of the courier you used and the tracking number. We will then do our best to help you.
Improving our return services
We want to improve the customer experience and understand that a vital part of this includes returning and exchanging orders. We may, therefore, reach out to you with a short update asking for your feedback once your return has been completed. Your input, whether positive or negative here is greatly appreciated.
Thank you for your cooperation. Stay safe.
At this point, we do, unfortunately, not provide any prepaid return labels nor any free returns for our customers.
Instead, you as a customer are yourself responsible for arranging and paying for your return order to be sent back to our warehouse. We do not refund any shipping fees that were paid when placing your order.
If you want to exchange your product for a different size, and your order was shipped to you from our warehouse, you can return your item and we will ship back your desired size without any further cost. Sadly, we are unable to offer any exchanges for other products or models. However, in these cases, you are most welcome to place a new order for an item that you wish to receive.
As long as your order has not been dispatched from our warehouse, we can, of course, cancel it and refund your purchase.
If you want to cancel your order, please contact us as soon as possible via the contact us form through our contact-page. Please note that we strive to ship all orders as quickly as possible, and may, therefore, not be able to fulfill your wish to cancel the order if it is packed and ready to be sent out. In these unfortunate events, you may, of course, still return your order to us for a refund.
Kindly also note that we are unable to return the shipment while it is on its way to you by contacting the courier. Beyond that, if you refuse delivery and the return is automatically returned to us, we may charge you for the return shipment - a fee of up to 50 USD. We recommend receiving the order and shipping it back to us with the local post service as this return is less expedient but considerably cheaper.
We are, of course, sorry for any inconveniences here, in case you are required to return your order.
Unfortunately, we cannot change the product or size of the order if you have already made the purchase. However, If you wish to place a new order, we can attempt to cancel the order. In these events, please contact us as soon as possible via the contact through our webpage.
Please note that if your order has already been packed and dispatched, we will not be able to cancel the order. In these, unfortunate, events, you will need to receive the parcel and return the order to us so that we can refund your order.
Shipping & Delivery
We ship to all countries in EU, unfortunately not longer than that. But if you are a true Surface-enthusiast and don't live in Europe, please contact us through our page to see if we can do an exception.
Unfortunately, we do not deliver to PO Box addresses or Army APO and FPO addresses.
Once your order is shipped out you will receive a tracking e-mail with a link to follow your order. Usually does it takes 2-5 working days to receive your new pair of Shaka from the date you've placed the order. Please note, during bank holidays doesn't anything get packed.
We strive to ship all orders as soon as we can, and once it has been shipped, you will receive a tracking number and link via e-mail.
Your order is normally shipped the following business day and may often also be shipped the same day if your order is placed before 09.00 am GMT+1. Please note that we do not ship during weekends.
If you have not received any updates after 5 business days, please contact us and we will investigate and provide any necessary help.
You are always welcome to contact us regarding your order. However, we would like to point out that it would not be strange if it takes 2-5 business days before your order is shipped out.
When your order has been dispatched from our warehouse, you will get a shipping confirmation e-mail with your tracking number. This is normally done within 1-3 business days from placing the order. Don't forget to look in your spam-bin if you can't locate the e-mail through your regular inbox. Through the e-mail you have received a link in which you could track your shipment.
We cannot change the address of the order before it has been sent out or mostly during transportation. Please make sure to be sure of your delivery-address. If you know that you have written the wrong address, please contact us as soon as possible with your order number and correct address. In some cases, we will be able to contact UPS once they have received the shipment and ask them to update the address while it is on its way to you. Please note, however, that we can never guarantee that such a change will be made before the first delivery attempt.
We cannot change the address to one located in another country.
Based on common, regional practices and to ensure certain levels of expediency in delivery, in most cases are your shipment sent to your nearest service-point, but in some extreme cases our shipping partners may leave the shipment at the delivery address even if no one is there to receive it and sign for it. The courier will only do this if they deem it safe to leave the parcel at the delivery address. Therefore, as a customer, it is, ultimately, your responsibility to be available at the delivery address if you wish to ensure that you can safely receive it yourself. Once you receive the tracking information, you will be able to see the estimated delivery date for your delivery.
In the unfortunate event, you are unable to locate a delivered shipment at your address, we will, of course, do our best to help you. Before we can assist you, we kindly ask you to contact the courier as soon as possible so they may provide more extensive information about the delivery, as this in some cases may help you locate the parcel.
If you are unable to receive help from the shipping company, we then ask you to contact us through our contact page. We will then do our absolute best to help you in the matter. Please make sure to include information about your communication with the shipping company as it will be necessary for us to properly help you.
Thank you for your cooperation!
Of course. Just contact us through our contact-page and send your Order ID and we'll be happy to help you.
Surface accepts payments with VISA, MasterCard, MaestroCard, American Express, PayPal, Apple-pay, Google-pay.
If you pay by credit card the order amount will be held on your card once your order has been placed. Your card will be charged as soon as your order is confirmed. You will then receive a confirmation containing a receipt of the purchase.
We do our best to make our Website as secure as possible to shop at. Your card payment is securely handled using the latest security technology available. All information is encrypted using SSL encryption, which prevents unauthorized access to card details.
Our default setting is in EUR, although if you order from Sweden is the price generated from EUR based price-rate converted.