FAQs

Please note:

These FAQ's refer to the Australian experience only. If you are ordering from another country please check out the international FAQ's here

My Account Information

How do I register for an account?

To register for an account on desktop or tablet, click on the little person icon in the top right-hand corner of any page of our site. To register on your mobile, click the hamburger menu at the top left and then click "Sign In". Then click "Register" fill in your details, then click 'Submit'.

How do I sign up to the mailing list?

To sign up to our newsletter, you can subscribe in the footer of our site. Alternatively, if you register for an account on our site or place an order with us, you can opt into our newsletter during the registration process.

Do I need an account to place an order?

Yes, you need to create an account to place an order. The benefit of having your own account is that we can securely store your details which makes it easy for you to keep track your orders and to make future purchases.

I've forgotten my password

Click on the small person icon in the top right corner of our desktop, or click the hamburger menu on our mobile site, then click on 'Forgotten your Password?' link. A temporary password will be emailed to you at the address you registered with. Use the temporary password to sign into your account and reset your password. Your new password must be at least 6 letters and 2 numbers.

My password has not been recognised

If you need help with your password, as above click on the small person icon in the top right corner of our desktop, or click the hamburger menu on our mobile site, then click on 'Forgotten your Password?' link. A temporary password will be emailed to you at the address you registered with. Use the temporary password to sign into your account and reset your password. Your new password must be at least 6 letters and 2 numbers.

How do I update details in my account?

Click on the small person icon in the top right corner of our desktop, or click the hamburger menu on our mobile site, then sign in by entering your details in the 'Returning Customers' box. Here you'll find all your details and you can update them anytime you like.

Who can I ask for help with My Account?

Our Customer Care team can help you with any questions you have. Call us on 1800 640 811 Monday - Friday 9am - 5pm AEST or email us at customerservice@citybeach.com.au

Ordering Information

How do I place an order?

When you've found something you'd like to purchase, click on that item to open the product page. Choose your colour and size and click 'Add To Bag' to add the item to your bag.

To see what you have in your bag, click on the little shopping bag icon in the top right corner. When you are ready to checkout click the 'checkout' button underneath your product information and follow the prompts.

How do I know what size to choose?

Check out our Size Guide - there are links in every product page to help you select the right size for you. If you need further assistance, you can call our Customer Service team on 1800 640 811 Monday - Friday 9am - 5pm AEST.

How do I remove an item from my bag?

Click on the little bag icon in the top right corner. Once you are in your bag, find the item you want to remove and click the grey 'X' to remove it from your bag.

How do I pay for my order?

When you're ready to check out and have added the product/s to your bag, click on the little bag icon in the top right corner and follow the prompts.

What payment methods can I use?

We accept Visa, MasterCard, American Express, PayPal, Afterpay and City Beach Gift Cards.

What currencies can I use?

We only accept Australian Dollars (AUD).

When will I be charged for my order?

You will be charged once you have completed your order.

I have a promo code, how do I use it?

When you're ready to check out, click on the little bag icon in the top right corner. Under your order Subtotal you can click the plus sign beside "Got a promo code?" and enter your code.

Can I use my City Beach Gift Card online?

Yes you can. If you are not sure when your gift card was issued or what your balance is you can contact us on free call 1800 640 811 Monday - Friday 9am - 5pm AEST or you can email us at customerservice@citybeach.com.au and our customer service team can help you.

If an item I have ordered is out of stock, how will I know?

If you have bought an item that is out of stock, we will email you to let you know it isn't available. You will receive a full refund for the item.

Will I receive a confirmation email once I have placed my order online?

Yes, you will receive a confirmation email once you have placed your order stating what you have ordered, when you ordered it, the colour, size/s and amount paid.

Do I have to keep my Order Confirmation email?

No you do not.

Will I receive a shipping confirmation email?

Once you order has been shipped you will receive a shipping confirmation email.

Do I have to keep my shipping confirmation email?

Yes you do as this is your proof of purchase. Should you ever wish to return/exchange an item/s you purchased from City Beach Online you will be required to produce this. You will also require this for any warranty claims.

How do I change my order?

Once you have checked out and paid for your order, you can't change your order as we have already started processing it. Once you receive your items, you can return or exchange anything you don't want. See our Returns & Exchanges Policy by clicking on the Returns & Exchanges link in the footer of any page.

How do I cancel my order?

Once you have checked out and paid for your order, you can't cancel your order as we have already started processing it. Once you receive your items, you can return or exchange anything you don't want. See our Returns & Exchanges Policy by clicking on the Returns & Exchanges link in the footer of any page.

If you haven't paid for your order yet, you can remove items from your bag by clicking on the grey 'X' beside the product in the checkout.

How do I make an exchange?

If you bought items in our retail store:

  • Grab your items, make sure you have the receipt, make sure all the tags are attached and the product is in a saleable condition and visit any of our retail stores for exchange or in-store credit.
  • Product purchased in a City Beach retail store cannot be sent back to our online store.

If you bought items from our online store you want to exchange them in the retail store:

  • Print out your Tax Invoice - this would've been emailed to you with your shipping confirmation email. Fill the returns section out completely
  • Ensure that the product has not been worn or damaged
  • Ensure the original tags are attached to the product and you have completed the returns section on your tax invoice
  • Rock on up to any store with all of the above and see one of our helpful counter staff with your product and paperwork. Once they validate your exchange, you're free to choose any product in exchange for the one you are returning

If the product you are exchanging is the exact same style but in a different size, your exchange will be validated at the original price. You will not have to pay any difference.

If the product is a different style to the one you are exchanging, and the product chosen is a higher price than the original item, then the customer will be responsible for the difference at the time of exchange.

You cannot get a refund in a retail store for any product that was purchased online.

If you bought items from our online store you want to exchange them in the online store:

  • You are able to do this, however it is a refund and re-order process rather than a regular exchange.
  • All product that is sent back to our online store in its original condition will be refunded. A new order will need to be placed for the new product you are wanting
  • If you would like to place a new order straight away, place the order as normal via the website or you can contact our customer service team on 1800 640 811 and we can place your order for you. You will be charged for the new order at the time the order is placed. You will receive the new order within 2-4 business days (plus processing times) of when you receive the shipping confirmation email.
  • At a time that suits you, return the original items with your returns form/proof of purchase/tax invoice that you received with your shipping confirmation email. Please see our Returns & Exchanges policy for details
  • Once the product is received and your return is approved, a refund will be processed via your original payment method. We will email you to let you know when the refund has been processed.

All returns for exchange are only valid for 30 calendar days from the date you receive the original order of goods.

A mistake has been made with my order

Call us on 1800 640 811 Monday - Friday 9am - 5pm AEST or email us at customerservice@citybeach.com.au and our customer service team can help you.

Who can I ask for help with my order?

Call us on 1800 640 811 Monday - Friday 9am - 5pm AEST or email us at customerservice@citybeach.com.au and our Customer Service Team can help you.

Delivery Information

Where do you deliver to?

We deliver to any address or PO Box in Australia.

Do you deliver to PO Box addresses?

Yes, we deliver to PO Boxes. The courier will leave a note in your PO Box that you need to take to the post office counter to sign for your parcel.

If your order contains one of our large and bulky items which include, but are not limited to, travel bags, surfboards, body boards and cruiser skateboards, your order will be shipped with TNT. TNT couriers do not deliver to PO Box addresses. A street address will be required for all bulky item deliveries.

What happens to my parcel if I'm not home?

Depending on the carrier, a note will be left for you to collect your parcel from the nearest post office, POPPoint or depot.

How much does delivery cost?

For all customers with an Australian delivery address, we have FREE standard shipping on orders $75 and over. This excludes gift cards, bulky and flammable items. For all orders under $75, a standard shipping rate of $7.99 will apply to your order. Express shipping is available at a fee of $9.99 on all orders regardless of value. Same Day Delivery is available in selected postcodes of the Brisbane Metro area at a fee of $14.99. Orders must be made before 11am (AEST - Monday - Friday) to qualify for Same Day Delivery. If you order contains a bulky or flammable item, please see the 'shipping info' page to determine the cost of your shipping.

How long does delivery take?

Same Day Delivery on all qualifying orders in the Brisbane Metro are must be placed before 11 (AEST - Monday - Friday) and will be delivered between 1pm - 4pm (AEST) on the same day. There MUST be someone to sign for your parcel or it will be returned back to dispatch. If your order is placed after 11am AEST Same Day Delivery will not be available.
Please note; Same Day Delivery will not apply to PO Box delivery address customers. Unfortunately your order will be returned back to dispatch.

Express delivery times are 1-2 business days for metro areas and up to 4 business days for remote areas.

Standard shipping times are 7-10 business days Australia wide.

Roas Express shipping times are 3-10 business days for metro areas and 10-17 business days for remote areas.

Do I have to sign for my parcel?

If no one is present when the carier attempts delivery, they will leave a calling card and make the consignment available for collection from a nearby post office, POPPoint or depot.

TNT requires all parcels to be signed for on delivery. If no one is available to sign at the time of delivery, TNT will leave a calling card for redelivery.

Will you send me a shipping confirmation email once you send my order?

Yes, we will email you a shipping confirmation email when we send your order. Following this email, you will also receive an email with a unique Tracking ID to allow you to track your parcel. Additional communication by email and SMS is to be expected from the carier to organise a smooth reception of your parcel.

Where can I see my tax invoice and what do I need it for?

Your tax invoice is your proof of purchase, so make sure you hang on to it in case you need to return or exchange items, as well as for warranty claims. You can now view it in your account page.

Can I keep track of where my delivery is up to?

Yes, once we ship your order, your Tracking ID can be found on the email that is sent to you.

If you have any questions, then you can contact our customer service team on 1800 640 811 or customerservice@citybeach.com.au and they will be able to provide you with your tracking number.

Can I have my order sent to an address other than my home address?

Yes, you can nominate a billing and a shipping address at the time you make your purchase and these can be different. Please note we only deliver to addresses in Australia.

What happens if my item is out of stock?

If you have bought an item that is out of stock we will contact you to let you know it isn't available & refund you for that item. Should you wish to purchase a replacement item, contact our Customer Service Team on 1800 640 811

Who can I ask for help with my delivery?

Call us on 1800 640 811 Monday - Friday 9am - 5pm AEST or email us at customerservice@citybeach.com.au and our Customer Service team can help you.

What if my parcel is returned to sender?

If your parcel is returned to sender then we will contact you when we receive the parcel back. If you would like the parcel sent back to you then the parcel will be re-sent via regular mail. If we are not able to get in contact with you then a refund will be processed via your original payment method.

Returns & Exchanges

What is your Returns Policy?

To see our Returns & Exchanges Policy please click on the Returns & Exchanges link in the footer of any page.

How long have I got to return goods?

You can return goods within 30 days from the date you received your order. For a full Returns & Exchanges Policy please click on the Returns & Exchanges link in the footer of any page.

How do I return goods?

To return the goods you have purchased online, send them back to us within 30 days from the date you received your order. We can only accept goods in original condition with tags attached. You must include a copy of the packing list we sent you as well as the printed, completed Return Request Form (download the form here). Please post the parcel to our E-store Returns Department:

  • City Beach E-Store Returns
    PO Box 2399
    Mansfield
    Qld 4122

We will email you once your refund has been processed.

How should I package my goods that I'm returning?

Make sure that the items in the parcel are well protected and that they won't be damaged during transit. In the parcel you must include a copy of the packing list we sent you as well as the printed, completed Return Request Form (download the form here). Please post the parcel to our E-store Returns Department:

  • City Beach E-Store Returns
    PO Box 2399
    Mansfield
    Qld 4122

If I've bought items from the City Beach online store can I exchange them in the City Beach retail store?

Yes, you can exchange online purchases in our retail stores if you need to get a different size, colour or style. If you have paid with AfterPay for an online order, you are only able to exchange in a retail store for a product of the same value or higher, and pay the difference.

If I've bought items from the City Beach online store can I return/refund them at the City Beach retail store?

Online orders paid with Debit/Credit Card or PayPal
You can return online purchases at our retail stores for a refund, exchange or have the money put onto a gift card. If the items you purchased were on sale, you cannot receive a refund in-store.

Online orders paid with Gift Cards
You can return online purchases placed using Gift Cards for an exchange or have the money put onto a new Gift Card.

Online orders paid with AfterPay
You can exchange online purchases paid with AfterPay for product of the same or higher value, you cannot receive a refund for an online AfterPay purchase in a retail store.
If you would prefer a refund for an online purchased paid with AfterPay, please follow the online returns process here:

  • Send online purchases back to us within 30 days from the date you received your order.
  • We can only accept goods in original condition with tags attached.
  • You must include a printout of the shipping confirmation email we sent you as well as the printed, completed Return Request Form ( download the form here ).
  • Please post the parcel to our E-store Returns Department:

  • City Beach E-Store Returns
    PO Box 2399
    Mansfield
    Qld 4122

We will email you once we have received your return.

If I've bought items from the City Beach retail store can I return them to the City Beach online store?

No, the items you bought in our retail stores can only be returned to a retail store.

How will I be refunded for my online purchase?

We will issue a refund via your original payment method.

Do I have to pay to return my parcel?

Yes, you will need to cover the shipping costs for your return parcel. City Beach is not liable for any items you return to us that are lost or damaged in transit.

What if my return goes missing in transit?

Call us on 1800 640 811 Monday - Friday 9am - 5pm or email us at customerservice@citybeach.com.au and our Customer Care team can help you.

I would like to speak to someone about returning my order, who do I contact?

Call us on 1800 640 811 Monday - Friday 9am - 5pm or email us at customerservice@citybeach.com.au and our Customer Care team can help you.

Store Information

How do I find my nearest retail store?

Head to our Store Locator page, enter the address, city or postcode of the area of the store you're looking for and click 'Search'.

What are opening hours for City Beach retail stores?

Opening hours for our stores are listed on the results page of the Store Locator search. Type in your suburb, town or postcode to see stores in your area.

What are the opening hours for the online store?

Our online store is open 24 hours a day, 7 days a week.

Our Customer Care team are available on 1800 640 811 Monday - Friday 9am - 5pm AEST.

I've seen a promotion in the retail store, is the same promotion available online?

Even though we try to bring all promotions online, sometimes they may be different to our retail store offers.

How do I get a job in the retail store?

Our application process is online. Visit our Careers Page to check out our latest openings and apply.

How do I give you my feedback?

There are a few ways you can give us your feedback:

General Information

How do I get a job with City Beach?

Our application process is online. Visit our Careers Page to check out our latest openings and apply.

How do I find my nearest store?

Head to our Store Locator page, enter the address, city or postcode of the area of the store you're looking for and click 'Search'.

Do you have a Facebook page?

Yes we do! www.facebook.com/citybeach

Do you have a Instagram account?

Yes we do! www.instagram.com/citybeachaustralia

What is your Shipping Policy?

To see our Shipping Policy please click on the 'Shipping & Handling' link in the footer of any page.

What is your Returns & Exchanges Policy?

To see our Returns & Exchanges Policy please click on the 'Returns & Exchanges' link in the footer of any page.

What is your Privacy Policy?

To see our Privacy Policy please click on the 'Privacy Policy' link in the footer of any page.

I've noticed an error on the site, who can I contact to let them know?

There are a few ways you can report an error:

How do I give you my feedback?

We're always happy to receive feedback! There are a few ways you can give feedback:


Who can I ask for help with My Account, orders, delivery or returns?

Call us on 1800 640 811 Monday - Friday 9am - 5pm AEST or email us at customerservice@citybeach.com.au and our Customer Service team can help you.

Contact City Beach

Online Store

customerservice@citybeach.com.au


Head Office

  • Level 23/239 George Street
    Brisbane QLD 4000
    PH: 1800 640 811

reception@citybeach.com.au