Information

Customer Service

Order in Rocha Surf Shop

All orders placed in Rocha Surf Shop will be made via the Internet at website: www.rochasurfshop.com 24/24h and 7/7 days. The customer will receive, by email, the order confirmation made.    

User registration  

To register on the site Rocha Surf Shop, please use the "My Account" option and enter the requested data. The registration process is quite simple. We collect only the information necessary to be able to identify, contact and provide personalized service.   The method comprises two phases:  

1) Introduction of the information requested by the site.  

2) Confirmation of registration: after entering the requested information, you will receive an e-mail address you provided a message that will allow you to complete the registration process and enjoy the benefits of being part of the community Rocha Surf Shop  

My account

The user of the site is Rocha Surf Shop be responsible for the access to your account (username and password) in order to ensure the confidentiality of their data. Through the "My Account" option can view or change your personal data, edit your list of addresses, see the orders made or to change your password.  In case of misuse of site and regardless of the legal procedure applicable to Rocha Surf Shop reserves the right to particular proceed to cancel the user registration, removal orders and any other type of content.

The Rocha Surf Shop guarantees the confidentiality of any data supplied by its customers. The collection and processing of data is carried out safely, preventing its loss or manipulation. The Rocha Surf Shop not disclose or sell the data of its customers to third parties, so that all information is confidential. Access to information is restricted, and this is used only for communication with the client, process your orders, including: payment, shipping and after-sale. All clients have the right to access, rectification, cancellation and opposition of their data. If you wish, at any time, no longer be part www.rochasurfshop.com database may exercise this right through a simple e-mail: info@rochasurfshop.com     

Forms of payment   

Before completing the order process, you must choose one of the payment methods available on site.  The purchases will only be sent after payment confirmation.    The payment methods available on Rocha Surf Shop are:  

- Bank transfer;   

-Credit cards and Paypal;  

  • Credit cards accepted are VISA, MASTERCARD, AMERICAN EXPRESS and MB NET. You can use aswell the Paypal system, which is one of the most simple, quick and safe to make an online payment modes.

Why can my credit card be declined?

Your card may be refused for one of the following reasons:

  • Card is expired. Check the expiration date of your card.
  • The card limit has been reached. Check with your bank if the card did not exceed the amount allowed to make your
  • purchases.
  • The data entered is not correct. Please confirm that you have filled in all required fields correctly.
  • The 3DS system may not be active, please consult your bank.

Is it safe to use my credit card on the web?

Yes, the data is transmitted in encrypted SSL. To pay with credit and debit cards, you must enter the CVV (Card Verification Value), a code printed on the card that is used as a security measure in e-commerce transactions.

Exchanges and Returns and Cancelation 

To exercise the right of withdrawal, the Customer must return with registration within 14 days from the receipt of the order, all the material received. This material must be new and complete as at the time of receipt of the order and the goods must be returned to us in terms originals. For the return of order, the customer must send an email to info@rochasurfshop with the follwing informations:

- Date of purchase
- Bill Number
- Which items to be returned

We will answer within 48hrs. The order has to be sent Rocha Surf Shop, Av. Tomás Cabreira Loja 5, 8500-802 Portimão.

Rocha Surf Shop accepts exchanges of its products within a maximun time limit os 14 days, starting from the date of purchase, as long as the items have not been used and the original tags have not been removed. To exchange any item, it must be accompanied by the proof of purchase/gift voucher.

Exchanges can be made for another item or for a gift voucher that can be used online or in the physical store. The exchange of items due to size is carried out in teh value for which the item was bought. 

Rocha Surf Shop does not accept returns unless the item is defective. If this is the case, refunds will be issued in the same method of payment as the original payment.   The item must be accompanied by the proof of puchase and if applicable the card udes to make the payment and its corresponding payment proof receipt.  This guarantee corresponds to the term foreseen in the legislation in effect, not affecting ani rights inherent to the consumer granted in the legislation. 

Shipping:

Rocha Surf Shop delivers the parcels by hand through a carrier, CTT. Each shipment is accompanied by the invoice. Deliveries will only take place on business days.

What to do at the time of delivery:

1. Check that the packaging is in perfect condition. If there is any nonconformity, ie a visible defect, you should not receive the order.

2. In the case of deliveries made by the carrier in which the packing was not verified, the customer will have 24 hours to report the problem to the customer service to: info@rochasurfshop.com

The right of withdrawal remains valid for defects that are detected by the customer up to 24 hours after delivery and in accordance with the terms established by law.

3. In case the product is not the one that was requested or has visible defects you should contact our customer service info@rochasurfshop.com. In this situation, Rocha Surf Shop will promptly request an order collection at the address indicated by the customer, at no cost. The customer can use the same shipping carton to return the product.

4. If the customer wants to exchange the product or the refund of the money, he / she must follow the instructions in the page of Exchanges & Returns.

5. In case the delivery is accepted in person or if problems are not reported with the order within 24 hours after delivery Rocha Surf Shop will be obliged to refuse any request for reimbursement or replacement (right of withdrawal) for products that have external defects.

Delivery times

Portugal / Madeira and Azores 2-5 Business Days

Spain 3-7 working days

Europe 2-9 Business Days