COVID-19 STORE UPDATE 22/09/2021
Our online store is OPEN and taking orders and, we are shipping orders daily. There may be some delays with shipping and handling.
You can now click and collect from our five Auckland & two Waiheke Island stores under the new level 3 announcement.
Our Waikato & Coromandel stores are OPEN under strict Level 2 guidelines for safe in-store shopping as of 08/09/2021. Find your local store details here...
Our top priority is the health and safety of our customers and staff in their local communities throughout NZ. From all the team at Chances Surf, please stay home, stay safe and take care of one another.
You can still shop online with us during this time. Your orders are shipped with CourierPost completely contactless as soon as we are able - once your order is dispatched, you will receive an email with the tracking number. CourierPost will complete the delivery and be your best point of contact. You can contact CourierPost on 0800 268 7437.
+ What forms of payment do you accept online?
We accept Visa, Mastercard, Qcard, bank deposit and PayPal.
We also accept pay now, pay later payment options of Laybuy and Afterpay.
+ How can I track the status of my order?
You can track the status of your orders on the "My Orders" tab of the My Account page.
+ Are the prices online the same as the in-store price?
While we endeavour for prices shown online to match our in-store prices, they may not always be the same.
+ Where's my confirmation email?
Please check your spam folder. If it's still missing, Contact us.
+ How do I use a voucher code?
Enter your code into the "discount code" field on the Checkout Page and click Activate.
+ Can I purchase a Gift Card online?
+ Can I redeem a gift card online?
Yes, Contact us with your voucher code and we can convert it to a online voucher
+ What happens if something I order is out of stock?
Our website automatically removes out-of-stock items from the online store, but occasionally an item may be incorrectly listed as being in-stock. If an item on your order is sold out, we will contact you to offer an exchange, backorder or a refund.
+ Do we supply trade?
We reserve the right to not supply to trade customers.
For all orders within NZ over NZD $49, shipping is FREE!
Standard CourierPost shipping is $5. There is an additional $3.50 fee for Rural Delivery.
Bulky items such as "Travel Bags" and skateboards have an oversized freight fee of an additional $10 per item.
International orders are shipped via DHL.
Australia & Cook Islands: NZD $25.00
USA: NZD $35.00
UK: NZD $45.00
+ How do I know my order has been shipped?
You should receive an email when your order ships via Courier Post, or if you signed up for an account you can track the status of your orders on the "My Orders" tab of the e My Account page.
+ How will my order be shipped?
We ship orders by tracked courier, with no signature required (courierpost.co.nz) Therefore, we recommend you provide an address where you are happy for your item to be left, or where you will be during office hours. (If you provide a work address, please include full details including business and receivers’ name.)
+ When will my order be shipped?
In most cases, orders placed via chances.co.nz before 12pm Mon-Fri are processed & shipped the same day. Orders after this time are processed on the next business day. Delivery times are dependent on your location but are typically 1-3 working days within New Zealand. Rural delivery may take an extra day.
+ Do you ship internationally?
Yes! We ship internationally to the following destinations via DHL: Australia $25, Cook Islands $25, USA $35 and UK $45. (All shipping fees are in NZD) Bulky items may incur an additional shipping charge. Some orders may incur a customs or import duty charge. Chances do not have any control over these charges or are unable to advise what they will be, as it is based on your own countries regulations & compliances. For further information, please contact your local customs office.
+ What happens if my items get lost in the mail?
Please Contact us if you do not receive your package when you expect to.
+ Do you deliver to PO Box Address?
+ Can you deliver to my work address?
Yes, if you provide a work address, please include full details including business and receivers’ name.
+ What Is your Returns Policy?
Summer is fast approaching and lockdown life has us craving waves more than ever. We’ve recently extended our returns policy to 60 days, making it easier for you to shop with us in the lead up to summer sun. Order from our online store and we’ll happily replace or exchange any garment that you are not 100% happy with, as long as it is received by us within 60 days of your order being delivered and is still in new, unwashed condition with the original garment tags intact.
Swimwear returns: We accept swimwear returns as long as all the original tags and hygiene stickers are attached and the garment is in perfect, re-sellable condition. If the swimwear has been sold in a set, the full set must be included within your return.
If you return your item and there is no replacement or exchange available, you will be issued with a store credit valid for 12 months. This store credit can be used online or at one of our 13 physical stores.
+ How do I return an item?
To return an item, please fill out the EXCHANGES AND RETURNS section of your invoice and send it to us with the item you wish to exchange or return. You will receive email confirmation once your exchange is complete. If you have lost your invoice, please Contact us.
+ Where do I send my return?
Please fill out the EXCHANGES AND RETURNS section of your invoice and courier it to us at the following address:
Chances Online Returns
Unit 9, 239 Gt South Road
Or you can return your item to one of our 13 stores. Find your local Chances store HERE.
+ What if I forgot my password?
You can reset your password here: Reset Password