Customer reviews of Mundo-Surf

Hello Jose Luis and thank you for your order. You should keep in mind that a bootie is not like a shoe. A bootie at first glance looks smaller as if it were a sock, but once you try it on it will give way and adapt to your foot. This also happens with wetsuits, which must be very tight so that when you enter the water does not create water pockets.
Anyway if it is not your size, you can send it back and we will exchange it for the size you need.

Best regards.
Ignacio from customer service.

Hello Cristina and thank you for your order. Your order was shipped to Italy with a 2-3 day express service with UPS. Taking into account that it was shipped on Thursday, December 21, it was delivered on the third business day. However, because December 23, 24 and 25 were holidays, delivery was not possible. Receiving it before Christmas in Italy was not possible because we do not have 24-hour shipping.

We apologize for the inconvenience.
Sincerely, Ignacio from customer service.

Hello Cecilia. We understand that your order was automatically canceled because the Sequra billing company refused payment. However, we were able to confirm and ship your order correctly via credit card payment. Thank you for your message and we hope you enjoy your order :)

Ignacio, Customer Service.

Hi Rocio, thank you for your order. We would like to inform you that according to our return policy, the responsibility for return shipments lies with the customer. We have clearly detailed this procedure in our policy and also provide a recommendation of a comparative shipping company to facilitate the return of your order.

We take care of shipping to our customers down to the last detail, but returns are the responsibility of the customer. When you contacted us by phone, we pointed out this information and offered you the possibility to try to contact the courier company. However, we emphasized that it was up to you to handle any claims for possible losses or delays in shipment. Throughout the whole process, we have been at your disposal and have tried to cooperate to the best of our ability. Unfortunately, we have not been able to establish contact with the courier company, so the information you mention is not accurate.

We would like to clarify that our return policy does not present any obstacles, as it is transparently detailed on our website. All our customers handle returns without problems using the company we recommend, as well as other alternatives.

We hope you are able to resolve your issue and that we receive your return for immediate handling. In any case, we remain at your disposal to help you with whatever you need.

Ignacio from customer service.

Hello William and thank you for your order. As we have commented by whatsapp, we can see that according to our product scanning system 5 wax tablets were sent. But as you keep claiming that only 4 have arrived, we have refunded one of the tablets so that everything is correct.

We hope this has been solved.
Best regards!
Ignacio from customer service.

the customer has made a mistake with the rating. He is satisfied with the service and asks us to re-rate the review.

Hello Kateryna and thank you for your order. We claimed your warranty on October 2 with the brand when we received it from you. On the 3rd we request new photos for the brand. On October 16th the brand confirmed the warranty and sent us a credit note as we did not have another suit to replace it. On the 20th we picked up your suit at your home and on the 27th you asked us that you would prefer a refund and we did so.
We hope everything has been clarified.

We will be here whenever you want and we will be happy to assist you.
Ignacio from customer service.

Bonjour Xabier,

Nous sommes désolés que la marque ne couvre pas votre laisse sous garantie. Les ruptures du câble ne sont jamais couvertes, car il ne s'agit pas d'un défaut de fabrication. Les ruptures à cet endroit sont dues à l'utilisation ou à une petite coupure du câble qui finit par se rompre lorsque la laisse est tendue.

Remarques,

Sébastien

Bonjour Pepe,

Nous sommes désolés d'apprendre que vous n'avez pas été satisfait de notre service après-vente. Comme nous vous l'avons dit, nous imprimons nous-mêmes les étiquettes en résine, afin de pouvoir inscrire l'emballage et la date de péremption sur chaque lot que nous emballons. Nous utilisons une imprimante laser de bureau, et certaines d'entre elles peuvent présenter des taches ou ne pas être de bonne qualité d'impression. Mais nous considérons que ce n'est pas une raison pour changer de boîte de résine.

Nous prenons le plus grand soin de notre résine, en communiquant sur la date d'emballage, en la stockant dans des armoires spécifiques (chaque armoire coûte 2500€), et en utilisant des emballages de qualité. Nous sommes désolés que vous n'ayez pas apprécié ces aspects,

Nous vous prions d'agréer, Madame, Monsieur, l'expression de nos salutations distinguées,

Sébastien

Bonjour Xisco,

Nous sommes désolés de ne pas pouvoir donner les frais de port pour les îles Baléares. Il est vrai que le transport vers les îles est une charrette, nous en assumons une partie en ne facturant que 10,90€ de frais de port, mais nous ne pouvons pas en assumer la totalité. C'est l'inconvénient de vivre au paradis :-)

Nous vous saluons et espérons vous revoir chez mundo-surf,

Sebas

Bonjour José,

Nous sommes désolés pour la gêne occasionnée, nous en avons tenu compte et les shorties sont également envoyées dans notre boîte spéciale pour combinaisons, qui est beaucoup plus grande que celle que vous avez reçue. Ne vous inquiétez pas des plis dans le néoprène, ce n'est que lors du stockage, où ils sont pliés en 2 ou 3. Ces plis disparaissent lorsque la combinaison est suspendue et n'affectent pas sa durée de vie.

Merci beaucoup,

Sebas
Responsable du service clientèle.

Bonjour Rafael, votre commande a été passée le 4 juillet à 16h58, votre colis est parti le 5 et a été livré au Parcel shop le 6, conformément aux délais établis.

Bonjour Miguel, je vois que vous avez reçu votre commande le 15 juillet, nous l'avons envoyée le 22 juin. Dans les îles Canaries, nous dépendons des douanes, et les délais de livraison sont parfois plus longs, désolé. Cordialement, Sebas

Bonjour, Bartusik. Le produit correspond à la fois aux photos et aux dimensions indiquées sur le site. Si vous souhaitez nous retourner le produit, il n'y a aucun problème. Il vous suffit de nous l'envoyer et nous vous rembourserons.

Hi Sofia and thank you for your request. Thank you for letting us know about the actual color of the sunscreen and we have already updated the image in our online store so that the actual color is reflected. Sincerely, Ignacio from Customer Service.

Hi Irene. As we have discussed by WhatsApp with you, your refund was made on February 1st. It seems that PayPal had withheld for some reason the money of your refund, but as you and PayPal confirm us, it is already correctly refunded and received in your account. We hope everything has been solved. Best regards. Ignacio from customer service.

Hello Sebastian and thank you for your order. We are sorry for the error and the inconvenience caused. In orders placed with UPS shipping, our website calculates the shipping price with the measures, weight, volume of the package, and direction of delivery. It usually does it well, but it was not so with your order, as there was a greater difference in the calculated on our website with the actual price. We apologize for this, we are working to prevent it from happening again. We hope you are enjoying your new board, Best regards, Ignacio Customer Service Manager.

Hello Giovanni. Thank you for your order and your comment. We apologize for the error in the description of this product in our online store. It has been corrected. We hope you continue to enjoy your neoprene. Best regards Ignacio, customer service manager.

Hello Antonio and thank you for your order. I'm sorry to hear that you didn't like the leash. As we talked on the phone, we will proceed to change your leash for another one that you like better. Thank you! Ignacio, Customer Service Manager.

Hi Pedro and thank you very much for your order. The receipt of your order was within the estimated timeframe on our website. Your board was delivered within 72h. Renhis cannot accept a damage claim, as it was signed for by you for correct delivery and accepted. As a commercial gesture, we have sent you a voucher for 30 to use in our online store. Thank you. Ignacio Customer Support Manager

Good morning Francisco, We answered you via chat, you asked us if the case was new, which we said that if it was new. You showed us the photo, and we replied that it may be a failure of screen printing of the logo of the case. In order for us to offer you a solution, please fill out the complaint form that you will find here: https://forms.gle/Z9nKgZFKcDZdWvTG9. Our after sales team will get back to you with one or more solutions. Regards, Sebas

Hi Mark, your package was delivered in 5 days instead of 3-4 days, we sincerely apologize for the delay of one day. Apparently our carrier misdirected your package. However, the shipping cost of 9.54 has not changed at any time, it is calculated when you enter your shipping address. They may increase or decrease as you add or remove products from your cart, and become free for purchases over 149. As for the invoice, this was sent to you by email when your order was shipped. In this way we contribute to reducing the use of paper and thus protect the environment. Similarly, in case of return, you only need to return the product to us, we do not systematically attach a return label, always to reduce our paper consumption and contribute to the protection of the environment. In terms of packaging, the product ordered is a bodyboard leash, this product is not fragile and therefore does not require cardboard or unnecessary products, which only increases the cost and consumption of cardboard and paper. Each product is packaged according to its fragility. Cordially, Sebastian

Hi Zlatko, We are dealing the issue with UPS. They are investigating the case to figure out if the parcel have been lost or if they can find it. Sorry for the inconvenience, Sebastian

Good morning Evgenia, Our shipping control system tells us that the right color has been shipped, i.e. black. If this is not the case, please send a picture of the product to [email protected], so we can fix it. Regards, Sebas

Hi Peter, We have proceed with the refund of your order. This is a very uncommon situation, but it can happens and we are sorry for the inconvenience. Regards, Sebastian

Hello Sebastian, UPS was unable to deliver your package due to incomplete address. The package is now on its way back to our facility. It should reach us on Monday, August 1st. As soon as it arrives and you have confirmed your complete address, we will send it again. Regards, Sebastian

Hello Gregoire. There was indeed an error in the size guide, we thank you for having detected it, as it has allowed us to correct it. We apologize for this error in the size guide. Since it was our mistake, the return has been completely at our expense and we have also confirmed with you by email that we are in compliance and already reimbursed. We have also confirmed the shipment and reception of your new wetsuit with the correct size corrected. We are at your disposal for any other questions or suggestions. Best regards and we hope to see you back soon.

Hi Lorenzo. We verified that the product had a manufacturing defect, I apologize. This is something very rare but can happen from time to time, which is why we are here to fix it. We have already provided a full refund for the product and you can place a new order if you wish. Thank you. I wish you the best.

Hi Roy, unfortunately you cannot return a preform, as it is a custom product. It is a product made by the factory just for you. We hope you can understand. Thank you and sorry for the inconvenience. Ignacio.

Hi Caleb, We apologize for the inconvenience, but unfortunately we have not received your complete shipping claim. Our shipments are double reinforced with cardboard and bubble wrap, as well as extra reinforcement at the nose and tail. Even so, there are occasions that due to transport a foam can be damaged. All shipments have insurance that covers these situation, but we need the complete shipping claim with pictures to replace the product. Regards,

Hi Aida, I'm sorry you didn't like the wetsuit you received. It is an inexpensive wetsuit to basically fulfill the needs of a wetsuit. We have options with more elasticity and sealing that may be to your liking (we have more than 1000 wetsuits in stock of all prices). We are at your disposal to recommend what you need. Best regards.

Hi Jose. For logistical reasons, the fiberglass we sell is shipped rolled and folded. The fiber becomes translucent when laminated, so the small marks that may appear when handling it will not be noticeable at all on the board. You also have the possibility of buying the resin by the roll, so you have the guarantee that this fiber has not been manipulated, but you will have to buy larger quantities. Regarding the dirt, we appreciate your comment, we have reviewed the work station and the cleanliness of the cutting table so that it does not happen again. Best regards. Ignacio, Customer Service Manager.

Hello Jérôme, your shipment is taking a few days longer than usual because the destination address in Reunion Island is very far away. We've checked the tracking and it's already arrived at the Reunion warehouse, so you'll receive it very soon! Here is the UPS tracking number: 1Z78F98V0499078065 Thank you very much and see you soon. Ignace

Hello Chloe. They were unable to deliver your order due to an incorrect address. The correct address has already been submitted so they can deliver as soon as possible. Thank you for your patience. Ignacio, customer service manager.

Good morning Juan Jose, We did not have the color you wanted available when we received your return, this is why we have issued a refund. Regards, Sebas After Sales Manager

Good morning Miguel, I am sorry for the two days delay in the delivery of your board. The board was in one package, the grip in another, and GLS had separated them. I hope you are enjoying your new Slater design! Best regards Sebas

Good morning Paolo and sorry for the inconvenience you have had with your order, Regarding the DNI, we take into account your suggestion to request it as soon as we detect that the customer has not indicated it. Regarding the breakage of the microbillas, please fill out the transport claim form, so that we can offer you a solution, you will find it here: https://forms.gle/KLE57UfD7M8Veud38 Greetings, Sebas Customer Service

Good morning Marco, We apologize for the delay in delivery of your order, it is not normal for it to take so many days to make delivery. We have spoken with the shipping company and they have confirmed that your order is being delivered. I hope you enjoy your surf cover. I wish you the best Laura

Good afternoon Batista, We are sorry to hear that you had a bad experience buying from us. We have sent the board you bought from us, that is a JS Monsta Box HyFi easy rider in 6'2. As you have been able to see in the official JS catalog that we have sent you by mail, there is only one model of Monsta Box. There is no 2020 model and no 2020 model. Even so, if this surfboard is not to your liking you can return it without any problem, we will be happy to help you choose another one instead or if you prefer we will refund you. Best regards Sebastian

Good morning Santiago, We are sorry to hear that you have not yet received your orders. Some of the orders to the Canary Islands are suffering a long delay because customs is holding them for a while, and we don't know why. My colleague Ignacio talks to them every day trying to solve the problem. We hope it will be solved soon and you can receive them as soon as possible and enjoy them. Best regards Laura