HawaiiSurf consistently delivers fast and careful shipping, with many customers noting items arrive in perfect condition, well protected packaging, and delivery times meeting or exceeding expectations. The store earns praise for attentive, professional, and responsive customer service, including helpful phone support, proactive follow-up, and knowledgeable recommendations that align with customers’ needs. Product quality and accuracy are highlighted across a range of items, from boards to wetsuits, with descriptions matching expectations and favorable price-quality perceptions. The return process and after-sales support are described as efficient and reliable, with quick responses and easy handling when returns are needed.
Very disappointed upon receiving my wheels which are beige instead of purple. As explained to me by the person I spoke to on the phone, it doesn't change the properties of the wheel but clearly I wouldn't have chosen them because I wanted colored wheels.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 28/01/2018
The site is very good, but unfortunately I am disappointed with my order: a neoprene wetsuit that arrived without packaging or original label and which, folded in 6, was not packaged well for the protection of the latter... otherwise site and delivery very fast. I still recommend based on my previous purchases. Unfortunately, I will have to return the product because the size does not fit.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 26/01/2018
It is Wednesday.
I ordered last Friday.
And still nothing.
Yet I checked, and most reviews were good!
I am disappointed...
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Response from HawaiiSurf
Hello,
Why are you disappointed? You ordered on Friday, but after 9 PM with a shipment scheduled for Monday for delivery between Tuesday and today.
The package left yesterday and is being delivered today to the relay point as announced in the deadlines.
Best regards
Romain
HAWAIISURF
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 25/01/2018
Not the right size of boots in the box.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 14/01/2018
Order delayed!!!!
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 27/12/2017
10 days delay in delivery and only because I contacted Hawai surf myself to find out more.... they had forgotten to ship my order because of 'I quote the person on the phone: the paper must have jammed in the printer' It's not very serious in itself but not very professional!
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 11/01/2018
Not customer-friendly. Expensive.
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Response from HawaiiSurf
Hello,
We have no request regarding your order, so how do you deduce that we are not customer-friendly? The price is set by Nike, you ordered a pair of snowboard boots on the 11th that they no longer produce, they came to you on the 12th for delivery and you were able to pick up your boots on the 13th at the pickup point.
Best regards
Romain
HAWAIISURF
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 09/01/2018
Fast shipping..serious. The only downside is that my order did not resemble the photos presented..
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 21/12/2017
Problem with order tracking and no information for delivery. No tracking number and delivery was unexpected! Otherwise, product well packaged and received in perfect condition.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 04/01/2018
Promises ultra-fast delivery. But actually no.
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Response from HawaiiSurf
Hello,
We apologize for the 24-hour delay on your delivery, scheduled for Friday or Tuesday, it arrived on Tuesday at the relay.
Best regards
Romain
HAWAIISURF
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 04/01/2018
Very fast shipping, but the board was shipped with glue residues, it doesn't look very professional for equipment like that. Very unfortunate!
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 24/12/2017
Very disappointed, lack of professionalism.
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Response from HawaiiSurf
Hello Sir,
The Hawaiisurf team would like to apologize for this incident regarding your order. We will forward your feedback to the relevant departments to prevent this from happening again.
Despite everything, have a good end of the year.
Best regards
Kevin VPC
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 14/12/2017
Delivery on Tuesday, after many searches for the package in different relays, package finally recovered on Saturday! Daloz relay in Drancy: not very friendly and uncooperative if there is a problem
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Response from HawaiiSurf
Hello Sir,
We would like to sincerely apologize, our partner DPD who handles deliveries in relay points can sometimes cause problems.
The relay points are independent and can refuse packages at their discretion, if it is a package that is too large or simply if the relay has no more space or is not open, the delivery is postponed.
The relay points are just relays, DPD cannot be held responsible for their service and likewise for us. As everywhere, it happens to encounter unfriendly people.
We hope to count you among our customers despite this unfortunate incident.
Have a pleasant end of the year.
Best regards
Kevin VPC
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 06/12/2017
Product compliant with my expectations.
However, there was a delivery issue (duration), independent of the site.
Problem resolved with Hawaiisurf but it took a bit of time (phone line down, during the holidays!).
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 03/12/2017
One of the worst ordering experiences in a long time on the net. I was supposed to receive my order on December 8 or 9 and on the 10th it still hadn't been posted and was still awaiting processing. I sent an email, no response, then a second. No response, then a third... still no response!
I tried to call 10, 15, 20 times at least but the 'press 4 for your orders' never answered. Then the phone line was completely cut off.
After insane persistence and finally asking for another service, I managed to get someone who took my request into account. My order was apparently blocked, my emails never received ...!!? That's a lot after all. I finally received my items quite quickly but one t-shirt is too big and I don't even dare to return it for fear of never seeing it again. Bad bad experience.
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Response from HawaiiSurf
Hello Sir,
We would like to apologize for this lamentable experience at HAWAIISURF.
You see, our VPC service only has 2 employees who are responsible for answering emails, calls, checking and shipping about a hundred orders for this holiday period and processing returns.
We do our best but unfortunately when we are on the line with one customer we cannot take another at the same time; the lines are therefore easily occupied.
For faster processing, it is preferable to contact us by phone as we have a lot of emails to handle, by phone it’s direct, provided you manage to reach us on the first try or otherwise via the Messenger application on Facebook where we sometimes respond even outside of our working hours.
It is true that there was also a day when the line was completely cut off but no one is infallible, we quickly contacted technicians to resolve this issue.
It seems that you had a lot of bad luck with this order but you can definitely return your product for an exchange or a refund, they are generally processed within 24-48 hours after receipt and refunds are received within 10 working days.
You have a period of 100 days to return your products so we hope you will overcome your fear to try the quality of HAWAIISURF's customer service and let us make it up to you for this series of complications.
Have a pleasant end of the year.
Best regards
Kevin VPC
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 20/12/2017
For the second order, I am very disappointed. I ordered the same day as the first one, and I have to manage to receive it.
Because if I don't call, I still wouldn't have received anything, as one product was missing.
This is not very professional. It is not complicated to call or send an email to inform that there is a problem and thus find a solution quickly.
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Response from HawaiiSurf
Hello Madam,
We sincerely apologize. Indeed, our order preparation teams could not reach you due to the high number of orders during this period, but normally we do contact our customers by phone to inform them of any anomalies.
Have a pleasant end of the year.
Best regards
Kevin VPC
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 03/12/2017
Slow delivery
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 07/12/2017
This site is quite good.
However, it should be noted that the sizes run a bit large.
Moreover, I was supposed to receive my package between the 11th and 12th. Not having received anything by the 15th, I decided to write an email, then a Facebook message (faster response) and I was told that my package had been returned due to a barcode reading error with the carrier.
I understand that there can be such issues. But I would have found it more appropriate to be informed. Especially since it took me a while to get my response as I tried to contact the delivery service for 2 days in a row without ever having anyone on the line (I always ended up being redirected to the voicemail).
Nevertheless, I still recommend this site, at least for the quality of their products.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 16/12/2017
The delivery was not made to my home, I paid nearly 8 euros for home delivery, I was at home when I received the email from TNT saying that I was not present at my home, I had to go to the indicated relay point.... not cool to deliver to a relay point for 8€...
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Response from HawaiiSurf
Hello Sir,
We would like to apologize for this lack of seriousness on the part of our partner TNT. We have already reported to TNT that their agency in the North region is not exemplary as it is not uncommon for our orders in the Lille region not to be delivered to home. Moreover, during this Christmas period, the flow of packages is significantly higher than normal, which means that to meet delivery deadlines, some drivers drop off their last packages at relay points directly.
In any case, we will proceed to a refund of the shipping costs and we apologize again for the inconvenience caused.
Have a pleasant day and happy end-of-year holidays.
Best regards
Kevin VPC
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 14/12/2017
Hello, we were at home all day and even worked at the entrance gate all morning, then we had lunch and upon returning we received a notice of passage, while no one rang... I don't understand why... In the end, we picked up our package at the relay point...
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Response from HawaiiSurf
Hello Sir, We apologize for this lack of seriousness on the part of our partner TNT. During this Christmas period, there are a huge number of packages and some delivery people do not make all deliveries in person to save time. We will immediately proceed to refund your shipping costs and report this complaint to TNT customer service. We wish you a good day and pleasant end-of-year celebrations. Best regards, Kevin VPC
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 09/12/2017
They sent me the jacket I ordered with the store's anti-theft tag :(
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Response from HawaiiSurf
Hello Sir,
We sincerely apologize for this oversight on the part of our order preparers.
Please know that for any oversight or error on our part, we cover return shipping costs up to €10 and will resend your order for free.
We hope you managed to handle it without damaging the product and without too much effort to remove our security tag.
Have a pleasant day and excellent end-of-year celebrations.
Best regards
Kevin VPC
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 11/12/2017
Nothing against you but paying for nothing for it to be delivered at home and the delivery person didn't even bother to ring the doorbell is really frustrating to pay for nothing, especially since someone was waiting for the receipt of the package...
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 04/12/2017
For the order on the Hawai surf site, everything was good and perfect as usual
But it's a shame that the relay point I chose next to my home was not the one where I picked up my package. I had to go pick up my package 1/2 hour by car from my home and this without any coherent explanation other than 'for a technical problem!!!!'
Moreover, I sent a message on the Hawai surf site to ask where my order had gone and I still have no response.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 24/11/2017
I ordered a surfboard, I did not receive the correct size and I received it damaged. Customer service talked to me about a voucher... I'm still waiting for it
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Response from HawaiiSurf
Hello Sir,
We would like to apologize for this size error and also excuse our partner GEODIS for this incident with the package.
We have discussed with you so that you keep the board you received despite everything. We will credit you a voucher of €50 and send you materials so that you can repair this small scratch on the paint of the board.
We wish you a good end of the year.
Best regards
Kevin VPC
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 03/12/2017
I ordered the North Face 1992 Nuptse jacket, and I was informed of the delivery day, three days later, I was told it was out of stock and that delivery would not be possible. Too bad!!!!!!
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Response from HawaiiSurf
Hello Sir,
We would like to apologize for this incident. Although our stock is real-time, there may be errors or incidents that prevent us from selling you a product.
In such cases, we offer you an exchange or a refund according to your choice, and you can also contact management to see if it is possible to order the product you originally wanted.
Have a good end of the year.
Best regards
Kevin VPC
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 30/11/2017
Fast shipping but the package was very damaged. Insufficient packaging
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 26/11/2017
Delivery times and shipping were impeccable. However, I expected a grip of better quality and not installed.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 24/11/2017
All products were present, except that the protections for the products were nonexistent, resulting in my new skateboard deck taking full impacts, scratches due to the trucks I had also ordered which were in the same large box but without anything to prevent the trucks from hitting and sinking into my new deck (not really new anymore), seriously some foam, or even just a cardboard to pack the trucks is too expensive... So complete shipment but not careful, and the thing that is also a bit disappointing is the absence of stickers except for two poor little Hawaiian surf things, let's say that for the amount I spent I hoped for a bit of care and an effort to make me loyal.. So really disappointed...
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 21/11/2017
Very good site the delivery arrived on the scheduled day I recommend Hawaii surf However I had a refund directly at the store you have to wait 10 days I find that very long while recrediting a card does not take 10 days
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Response from HawaiiSurf
Hello, The refund is done within 10 days MAXIMUM (contrary to what you indicate in your review) moreover these deadlines are indicated in the sales conditions that you are supposed to have read, and that you have in any case accepted prior to your order. We give you the possibility to return an item in store but the refund of a web order is not processed at the checkout directly and is forwarded to the relevant services following your return. The store and the website being treated separately at the accounting level. Recrediting ONE card does not take 10 days certainly, we generally do it within a week, however we do not have just one return for refund, we have CARDS to refund daily. Best regards Romain HAWAIISURF
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 20/11/2017
Shipment on time and perfectly packaged order, however, Megacruiser 3X125 new plates and wheel screws already deteriorated.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 20/11/2017
No delivery tracking up to date.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 19/11/2017
I don't know if vacuuming, tidying up clothes or even chatting with colleagues is more important than advising a customer who is ready to buy a coat. Your website is more pleasant than your store.
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Response from HawaiiSurf
Hello, We are sorry if you were disappointed with the welcome in the store, unfortunately as noted in your message we have to take care of everything in the store, and we also have different departments so the seller in the roller or surf department may not necessarily be able to help you more than that with a technical garment, however I am surprised that we did not advise you or look for a competent colleague because we were busy. Can you describe the seller you approached? Did he respond poorly to you? Best regards, Romain HAWAIISURF
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/11/2017
The site is very good, but super disappointed that the jacket ordered does not quite match the photo on the site.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 18/11/2017
I asked to address the order to Mrs. Warin in Bergerac; and it is addressed to Pugnet Eliane, will this order be given to my daughter?
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Response from HawaiiSurf
Hello,
She will be able to pick up the package by presenting a copy of your ID, either physically or a readable scan or photo on a smartphone is not a problem.
For security reasons, we cannot change the names of pickups in relay, through which means did you make your request?
Best regards
Romain
HAWAIISURF
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 06/11/2017
The order arrived on time but its return and customer service leaves much to be desired. No news for over a week while the package has arrived at its destination, follow-up by email and no news. Also difficult to reach someone by phone. Too bad, I was very satisfied with my previous orders.
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Response from HawaiiSurf
Hello,
Your return was processed on 16/11 following its receipt on 14/11, as indicated in our T&Cs and on the return slip with the order, we make sure to proceed with the refund within 15 days. The refund was validated this weekend by management and will be made according to the payment method.
What information were you missing?
Best regards
Romain
HAWAIISURF
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 05/11/2017
Excellent in every respect. Clear site, promo code (nice surprise). You can buy with complete confidence.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 07/11/2017
I was informed that my order was canceled due to a price display error. Despite having requested it, no commercial offer was made
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 08/11/2017
Low stock (colored mouthguards, brakes) and the -15% on wheels disappeared at the time of ordering...
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 29/10/2017
One product is missing from the delivery and delivery time is long, not enough details on the products.
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Response from HawaiiSurf
Hello,
What is the missing item? Your pack was delivered in 24h following its shipment on 02/11 (the first of November being a holiday). What details were you missing?
Best regards
Romain
HAWAIISURF
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 27/10/2017
Expensive and problematic delivery service
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Response from HawaiiSurf
Hello,
What do you consider to be the normal shipping rate? Our packages are delivered within 24 hours for the majority, but this also depends on the recipient store in the case of a relay drop-off.
You ordered the
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