Frequently Asked Questions

Frequently Asked Questions

Promotions and Gift Card FAQ

 What do I need to know about promotions?

> Promotions, discounts and promotional codes (collectively "Promotions") are valid for the specified time period for online purchases of merchandise only and may be used one time only unless otherwise stated.

> One time use Promotions must be used in their entirety in a single purchase. Any amounts not redeemed in the applicable purchase will be forfeited. Promotions cannot be combined with other promotions. Promotions offered in our retail store are seperate from promotional activity on the STM Online Store.

> Promotions do not apply to Gift Cards, shipping, GST or duties or similar services.

> Promotions cannot be applied retroactively to previously placed orders or to orders that have been adjusted.

> Free shipping promotions are valid for Australian standard ground shipping within the Australian mainland and Tasmania.

> For promotions requiring a minimum order size, charges for shipping and credits from Gift Cards do not count towards the minimum order size requirement.

> For promotions where you must buy 1 (or more) item(s) to get a reduction on the second (additional) item(s), the discount will be applied at checkout to the lower priced item.

> If merchandise was purchased with a Promotion and subsequently returned, you will be issued a credit or refund at the promotional price and, if the Promotion has expired, it cannot then be applied to a replacement or future order. Please note - Currently refunds and credits cannot be made in person at our retail store. You can return the item but a refund will be given onto the credit card you used to pay. You can exchange an item but make sure you undertsand the first part of this point and that is if the promotion has expeired you can not use it for the exchange.

> If you return a gift that was purchased with a Promotion and the Promotion has expired, you cannot apply the expired Promotion to a replacement or future order.

> Promotional items are available only while supplies last; we do not issue rain checks for items that run out of stock.

> STM can, at its sole discretion, extend or terminate a Promotion at any time.

Can I purchase or redeem a Gift Card online?

Sure. Gift Cards can be purchased online. Click here to purchase your Gift Card online. Currently, STM Cards purchased online can only be redeemed on the online store.

How do I redeem my Gift Card?

To make a purchase using your Gift Card you must first register on our site. (see "how do I register"). At the checkout screen you will be able to enter your Gift Card number in the field "Redeem your Gift Card". This will deduct the full amount of the Gift Card from your order total. If your Gift Card is more than the total purchase, the total purchase amount will be deducted from your Gift Card, and you will be able to use the remaining amount for future purchases. Please note - Currently, Gift Cards purchased online may only be used on the online store. Gift Cards purchased instore will not be valid online.

 

Product FAQ

Do you have sizing information?

 We have added a size charts link to each product page that contains a product with sizing. Reference the size charts to help determine your size when ordering. Because sizing and cut will vary between brands, please use this chart as a general guide to compare the various size scales. If you are between sizes or need assistance selecting the proper size please contact us by live chat or email.

How should I care for my products?

To fully enjoy your new products, make sure you read the item's label and follow the care instructions. If it's a technical item such as a watch or set of snowboard bindings, be sure to read the user manual

How should I care for my products?

Yes our items are authentic. We've been supplying customers with these products fro oevr 30 years. We are a family run and owned legitmate outlet.

 

Website and your account FAQ

How do I find an item?

Use our online search tool to locate the product. Simply enter all or part of the product name in the search field on our homepage and hit search.

 

How do I shop by brand?

To see a complete list of the brands we currently have on the site, simply type "brands" to the search box or click on "Brands A-Z" in any of the drop down menus. Alternatively you can type the name of the brand into the search box and you will be directed to the brand's landing page.

 

How do I change my account information?

Log in to your account by clicking on the My Account tab located in the top right hand corner of any page's navigation bar.

1. Enter your email address and password

2. Click on the "Continue" button

3. You will now be logged into your account

4. Click on the "Edit" button located next to section you wish to edit

5. Update your new information

6. Click on the "Make Changes" button

 

 What if I forgot my password?

If you forget your password, we can email it to your account's email address. If you would like to do that now, please follow the instructions below:

1. Click on My Account located in the top navigation bar

2. 2. Directly under the password field is a link that says "I forgot my password". You will be taken to the password screen, where you will be prompted to enter in your email address

3. Type your email address and click the "Get Your Password". We will send an email with a temporary password. For security purposes, your original password will be reset by our system

4. Go back to the Surf Dive 'n' Ski homepage and continue to shop

5. When you're ready to proceed to check out, enter your email address and your new temporary password. You can change your temporary password by clicking on "edit" under My Account

To protect your security, Surf Dive 'n' Ski will automatically delete any saved credit card information if your password is changed. Simply re-enter any credit card information you wish to store the next time you shop with us.

Please note: your password is case-sensitive.

 

At what hours is the customer service available?

STM customer service department is available by phone or live chat Monday to Friday, 9:00am to 5:00 pm AEST. You can email us and we'll be in touch within 12-24 hours on weekdays. If you send an email between Friday 5pm and Monday 9am, you'll be responded to at some time on Monday.

 

 Privacy Policy

 What is Surf Dive 'n' Ski's Privacy Policy?

STM understands that you want to maintain your privacy. All information about you is kept confidential and will not be used in ways that you have not consented, and we will not sell or disclose any information that identifies you to a third party without your explicit approval, except to the extent necessary to comply with applicable law, legal process or in the event of a merger, consolidation, or sale of all or substantially all of STM's assets. 

 

Contact Surf Dive 'n' Ski

Feel free to contact us any time by:

Email: customerservice@stmonline.com.au

Ph: + 61 2 9669 6006

Live Chat (9:00 am to 5:00 pm Monday to Friday)

All product returns should be made to:

STM Snow, Surf & Skate

Att: Online

426 Oxford St,

Bondi Junction, NSW 2022