FAQ
Learn the ins and outs of Sbartclothes products.
Our FAQ page has most of what you’d want to know.
Product
Our primary focus is on creating wetsuits that offer unparalleled warmth, comfort and durability. Learn more about Our Story here.
We offer a 30 day returns policy, if you wish to return your item, please see our returns policy for more details.
Yes, we encourage everyone to take proper care of their wetsuit as doing so will increase the lifespan of every wetsuit. To find out more take a look at our wetsuit care guide.
For cold winter waters we recommend our winter wetsuit range, including the 5mm or 6mm hooded wetsuit for added warmth.
Sbartclothes wetsuits have been designed with a focus on durability. We believe the best approach is to maximise the life span of a wetsuit, minimising consumption and in turn reducing landfill waste and wasted energy.
Our wetsuits are made from high-quality neoprene, known for it’s lightweight, warmth, flexibility and durability. It offers unparalleled performance in water.
Sbartclothes wetsuit are constructed with UV stabilisers, this improves the life span of the wetsuit by reducing the impact of UV on the material. From a users perspective, they provide a great barrier from UV.
Double-Lined Neoprene:
Construction: Double-lined neoprene consists of two layers of neoprene with a fabric lining on both the inside and outside. The neoprene layers are typically laminated to the fabric.
Purpose: Double-lined neoprene is primarily used in wetsuits for its enhanced insulation and durability. It provides excellent warmth by trapping a thin layer of water between the neoprene and the skin, which the body then warms up. It is well-suited for colder water temperatures.
Single-Lined Neoprene:
Construction: Single-lined neoprene, in some contexts, refers to neoprene with a smooth, rubbery exterior surface and no fabric lining on the outside. This smooth exterior is also known as “”smoothskin”” neoprene.
Purpose: Single-lined neoprene with a smooth exterior is great for wind resistance but is mainly used in wetsuits for its hydrodynamic properties. It reduces drag in the water, making it ideal for activities like swimming and triathlons. It is not intended for maximum warmth and is typically used in wetsuits designed for warmer water conditions.
While our wetsuits are primarily designed for surfing, they can certainly be used for swimming.
Surf wetsuits are usually a little thicker (typically from 2mm through to 6mm), providing extra insulation for cold water, have a more relaxed fit, reinforced areas for comfort in paddling, featuring back or chest zippers. Swim wetsuits are usually thinner (1-5mm) and have a smooth skin outer, designed for buoyancy and reduced drag in open water swimming, offer a snug fit, and typically have back or front zippers for quick entry and exit. The choice between them depends on your water activity and conditions. if you’re a serious swimmer then you may want to look for a swim specific suit, however if you just enjoy the odd casual swim a surf wetsuit will work just fine!
Shipping
International deliveries may be subject to customs clearance. These charges may include import duties, handling fees, local taxes, and other fees.
Sbartclothes is not responsible for these charges or any delays caused by customs or other government agencies, which will be paid by the customer.
To make changes to your order, please contact us at [email protected] immediately after placing your order. Unfortunately, we are unable to change or cancel orders that have already been shipped.
We make it easy for you to track your delivery no matter where it is. Once your order has been processed by us, you should receive an email informing you of your tracking reference.
Please use that tracking reference to keep tabs on the progress of your delivery.
Our international couriers deliver Monday to Friday.
Most in-stock items will ship within 1-2 business days of ordering.Order shipping can take 7-14 days, you can also use expedited shipping to reduce shipping time.
We make it easy for you to track your delivery no matter where it is. Once your order has been processed by us, you should receive an email informing you of your tracking reference.
Please use that tracking reference to keep tabs on the progress of your delivery.
Our international couriers deliver Monday to Friday.
Free standard shipping on orders over $76.
Our preferred carriers are DHL and USPS.
If your tracking number hasn’t updated for more than 72 hours on business days, we recommend contacting your carrier to start an investigation.
Sorry to hear that you’ve not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.
Please check around the outside of your property, the parcel may have been left in a safe place. It’s also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.
We would also ask that you check with your neighbours as the driver may have left the parcel with them.
If you still need some help after checking the above, please contact Customer Services as we’ll be happy to help you.
We are pleased to offer our customers worldwide shipping on all of our products. We are currently unable to ship to PO Box addresses.
Our delivery partners will attempt to deliver your order three times.
Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.
Occasionally, an order gets damaged in transit and can’t be delivered.
You should be able to check the reason why it’s been returned by using the tracking link you got in the dispatch email.
If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us.
Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again.If you require the items, we would ask you to place a new order.
Order
Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.
When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.
Once you have followed the steps of setting up your account you can update your details using the My Account section of our site. Here you can manage your addresses, payment cards and keep an eye on your orders.
You can search for items in a few different ways, to then add them to your shopping cart.
There’s a search function at the top right of the website, look for the magnifying glass icon, but you can also look through our different categories for inspiration.
As you search your way through, you will see the different items found in that search or under that category for you to make your selection around colour, size and quantity before adding it to your basket.
When you’re happy with your selection you can proceed to checkout where you will select your preferred delivery option, make your payment and look forward to receiving your items.
For our customers’ security we don’t allow change of email address.
If you need to use an alternative email address, we’d ask you to create a new account.
If you receive a wrong item or something is missing, feel free to contact Customer Service. Please send as many details as possible including specific order numbers.
You will receive an email confirming your order once your purchase is complete, and another email once your order has shipped.
Please note that we will email you any changes to your order status.
Oh no! Our discount codes apply to full prices items only. Please contact the customer service team if you need further assistance at [email protected].
Please contact the customer service team at [email protected]. Let us know what it is you are after and the size required.
If you forget your password, you can easily request a new one by using the “Forgot Password” button on the log in page. When you enter your e-mail address a new password will be sent automatically. If you are (still) having login problems, please feel free to contact Customer Service.
Apart from exceptional cases such as system errors, all items available for sale on the online store are in stock. In very rare situations, when preparing a shipment, if we see the item is defective, there may not be any more to send. Should any problem occur, our Customer Service team will contact you.
Payment
If you are getting error messages when making a payment, please make sure you have entered all the details correctly. You might want to contact your payment provider to make sure there are no problems with your account.
If you’re still experiencing problems, please contact us and include as much detail as you can around the error:
The error message you are seeing
A description of the problem
What payment method you are trying to use
What the products are you’re trying to purchase
What internet browser you are using or if you are using our app
Any other details that could be useful
If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us. Your card provider will have more information.
We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-3 working days.
In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.
VISA, Mastercard.
The Payment Pages used on our site are secure – you can safely enter your card details to pay for your order.
Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.
Verified by VISA and Mastercard work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.
You register your card on your card provider’s site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.
If you require more information around the payment authentication process, please contact your card issuer directly.
If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.
If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.
We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.
Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.
Once you have completed the checkout page you have to agree with the terms and conditions to get redirected to the payment page. We accept numerous payment methods.
Personal and payment information is safe, and no data is sent over without encryption. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology and other measures.
If your payment is authorized, it will be taken immediately, and you will receive an e-mail confirming your order has been successful. Only paid orders will be handled. We will not charge you (afterwards) for any failed payment transactions.
If you are experiencing difficulties in getting through with payment, please try an alternative card and/or payment method or contact your bank.
If you use a promotional code, enter it in the promotional code box on the cart checkout page. The discount will be calculated automatically. Promotional codes are for one-time use only and may not be used on separate orders or applied to different products when exchanged.
Return
Items may be returned for exchange or refund within 30 days of delivery. Items must be in their original condition – unworn, unwashed, with all tags still attached.
Email us at [email protected] . Please include your order number and a list of the items you are returning.
Include all printed materials and accessories along with the original packaging of the product. If you still have the original packaging, please include a copy of the packing slip.
Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.
We will notify you by email once we have received the items and once the return is processed.
We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 days for the money to get back to your payment method, as this depends on the banks’ processes.
At certain times of the year, the process time will be longer, like around Christmas and public holidays.
Please allow 7 days for the refund to appear in your bank account.
We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.
Any refunds will be refunded to the same payment method you used when you placed the order.
If your order was paid part or in full by a gift card, the refund will be issued as a gift card or evoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used.
We can only exchange items that are returned in good condition.
If you require an exchange, we will contact you within 5-7 business days of receiving your item.
When you request an exchange, we will do our best to accommodate your request, but this is subject to item availability. If the product is of a different value, you may need to return the item and place another order.
Get in touch
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