FAQs

FAQS

My Account Information
1 How do I register for an account?

To register for an account click on 'Log In / Sign Up' in the top right-hand corner of any page of our site. In the 'New customers' box on the right enter your email address and click 'Continue'. You'll be asked for your personal details and once you fill them in and press 'Continue.

2 How do I sign up to the mailing list?

To sign up to our newsletter, just click on newsletter at the top of any page and fill in your details or if you register on our site you can also opt into our newsletter during the registration process.

3 Do I need an account to place an order?

You don't need an account to place an order; you can process your order through a temporary Guest feature. The benefit of having your own account is that we can store your personal details like your address and purchase details which make it easy for you to keep track of your purchases and deliveries.

4 I've forgotten my password

Click on 'Log In / Sign Up' in the top right menu, then under 'Returning Customers' click on 'Forgotten your Password?' A temporary password will be emailed to you at the address you registered with. This you can reset by signing into your account. Your new password must be at least 6 letters and 2 numbers.

5 My password has not been recognised

If you need help with your password Click on 'Log In / Sign Up' in the top right menu, then under 'Returning Customers' click on 'Forgotten your Password?' A temporary password will be emailed to you at the address you registered with. This you can reset by signing into your account. Your new password must be at least 6 letters and 2 numbers and you cannot copy and past it, you must type the new password in.

6 How do I update details in my account?

Click on 'Log In / Sign Up' in the top right corner, 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.

Otherwise you can call us on 1800 640 811 Monday - Friday 9am - 5pm and our Customer Care crew can help you.

7 Who can I ask for help with My Account?

Our Customer Care crew 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
1 How do I place an order?

When you've found something to buy click on that item to open the product page. Choose your colour and size and click 'Get it' to add this item to your bag.

To see what you have in Your Bag click on the your items link in the top right corner. When you are ready to checkout click the Checkout button underneath your product information and follow the prompts.

2 How do I know what size to choose?

Check out our Size Guide - there are links in every product page (blue buttons that say Size guide) and there is a size guide link in the footer of the website.

Otherwise you can call us on 1800 640 811 Monday - Friday 9am - 5pm AEST and our Customer Service Team can help you.

3 How do I remove an item from my basket?

Click on the go to your bag link in the top right corner. Once you are in Your Bag find the item you want removed and click the blue Remove button.

4 How do I pay for my order?

When you have items in Your Bag and you want to checkout click on the your items link in the top right corner. When you are ready to checkout click the Checkout button underneath your product information and follow the prompts.

5 What payment methods can I use?

We accept Visa, Master Card, Master Pass, Visa Checkout, PayPal and Gift Card.

6 Where do I get the 3D Secure Authentication code?

To make online transactions using credit cards safer and more secure, the Reserve Bank of Australia (RBA) has mandated an extra level of authentication, called 3D Secure, as of August 2, 2009. This authentication ensures that even in the case of lost or stolen card, your card cannot be misused online without the knowledge of your IPIN code.

What is a 3D Secure IPIN?

3D Secure authentication requires a password or code called an IPIN, or 3D Secure IPIN. When completing an online transaction, you must verify your IPIN along with the rest of your credit or debit card details.

How do I get a 3D Secure IPIN?

You must apply for a 3D Secure IPIN with the bank that issued your credit card, as each bank has its own process, please visit the bank website or contact their customer care centre.

7 What currencies can I use?

Australian dollars only (AUD).

8 When will I be charged for my order?

You will be charged as you complete your order.

9 I have a Promo Code, how do I use it?

When you have items in Your Bag and you want to checkout click on the Your Bag link in the top right corner. Once you are on the Your Bag page enter your promo code in the box above your products and click Apply.

10 Can I use my City Beach Gift Card online?

Yes you can, as long as your gift card was issued after 5th December 2012. If you are not sure when your gift card was issued 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.

11 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 then be refunded for the item.

12 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, the colour, size/s and amount paid.

13 Do I have to keep my Order Confirmation email?

No you do not.

14 Will I receive a shipping confirmation email?

Once you order has been shipped you will receive a shipping confirmation email. Attached to this will be you tax invoice that you will need to keep for proof of purchase.

15 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 product this. You will also require this for any warranty claims.

16 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. You can return the items you don't want to get a refund, see our Returns & Exchanges Policy by clicking on the Returns & Exchanges link in the footer of any page.

17 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 your order. You can return the items you don't want to get a refund, 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 Remove button.

18 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 the Tax invoice which was emailed to you as an attachment with your order shipped email and fill it 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, have them validate your exchange, then you're free to choose any product in exchange for the one you are returning

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

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

If the price of the product is less than the original purchase amount, then City Beach will provide you with a City Beach Gift Card to the value of the difference. You will then have 365 days to redeem your Gift Card.

If you cannot find anything that you wish to exchange for on the spot then you can see the count staff and they will be able to issue you with a City Beach gift card. These gift cards can be used in both our retail store and out online store for 365 days after the date it was issued.

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:

  • Yes you can but it is a refund and re-order process not a straight exchange
  • All product that is sent back to our online store in its original condition will be refunded and then at a time that suits you or even straight away a new order will need to be placed for the alternate product you are wanting
  • If you would like to place a new order straight away then you can place the order via the website or you can contact our customer service team on 1800 640 811 and we can place a new on the spot for you. You will receive the new order within 2-4 business days (plus processing times) of when you receive the order shipped email for the new purchase. You will be charged for the new order at the time the order is placed
  • Then at a time that suits you, return the original items with your returns form/proof of purchase/tax invoice that was emailed out to you as an attachment to you order shipped email. Please see Returns & Exchanged policy for details
  • Once the product is received and your return is approved then a refund will be processed onto via your original payment method and we will email you to let you know the refund has been processed.

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

19 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.

20 Who can I ask for help with my order?

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

Delivery Information
1 Where do you deliver to?

We deliver to any location in Australia where Australia Post can make deliveries.

2 Do you deliver to PO Box addresses?

Yes, we deliver to PO Boxes. Australia Post will leave a note in your PO Box that you need to take to the counter of the stated post office to then sign for your parcel.

If however 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 TNT deliveries.

3 How much does delivery cost?

For all Customers whose delivery address is within Australia, we have FREE Standard Shipping ($5.99) on orders $75.00 and over. This excludes gift cards and Bulky items. For all orders under $75.00 standard shipping rate of $5.99 will apply to your order. Express shipping is available at a fee of $9.99 on all orders regardless of value. If you order contains a bulky Item Please see the shipping info tab to see the Matrix that determines the value of your shipping cost based on product type and destination.

4 How long does delivery take?

Australia post express E-parcel shipping times are 2 - 4 business days to metro areas and 7-10 business days for rural areas. Regular E-parcel shipping times are 7 - 10 business days to metro areas and 13 - 17 business days for remote areas.

These delivery times are estimates only, provided by Australia Post.

TNT delivery times are 2 - 7 business days for metro areas and 7 - 14 days for remote areas.

http://auspost.com.au/personal/express-post-network-qld.html

5 Do I have to sign for my parcel?

No, not unless you have stated when you checked out. You can leave delivery instruction for Australia Post through the check out process. If no one is present when Australia Post attempt delivery, they will either leave your parcel in a safe place, or leave a calling card and make the consignment available for collection from a nearby Australia Post retail outlet, according to your preference.

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

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

Yes, we will email you an order shipped email when we send your order. This email has an attachment containing your tax invoice. This will be your proof of purchase so make sure you hang on to it in case you need an exchange, return, refund and for warranty purposes.

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

Yes, once we ship your order, your tracking ID can be found by logging into your account and viewing your order status, click the tracking ID to track it via Australia Post.

If you don't have an account on the City Beach website 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.

8 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.

9 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. Free shipping is available should you wish purchase a replacement item, or you can contact our Customer Service Team on 1800 640 811

10 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.

11 What if my parcel is return to sender?

If your parcel is returned to sender by Australia Post then we will contact you when we receive the parcel back to see if you would like it to be re-sent out to you and confirm the delivery address. 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 back via your original payment method.

12 Australia Post delivery policy

Australia post does not require a signature for delivery unless otherwise specified. If the customers not in attendance when an order is delivered, you may find the parcel left at the residence in a safe spot i.e. letterbox or will receive a card with information on collection of the order. Australia Post does not redeliver items which have been transferred to a local post office for collection.

13 TNT deliver policy

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

Returns & Exchanges
1 What is your Returns Policy?

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

2 How long have I got to return goods?

To return 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.

3 How do I return goods?

To return the goods you have purchased online you have to 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, fully filled out Return Request Form (download the form here). Post the parcel to our E-store Returns Department, the address is:

City Beach E-store Returns
PO Box 2399
Mansfield
Qld 4122

We will email you once the refund has been processed so make sure we have your correct contact details.

4 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, fully filled out Return Request Form (download the form here). Post the parcel to our E-store Returns department, the address is:

City Beach E-store Returns
PO Box 2399
Mansfield
QLD 4122

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

Yes you can exchange online purchases in our physical retail stores if you need to get a different size, colour or style.

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

No, you can't return online purchases to our retail stores. To return things you bought from our online store you have to 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 printout of the Shipping Confirmation email we sent you as well as the printed, fully filled out Return Request Form (download the form here). Post the parcel to our E-store Returns Department, the address is:

City Beach E-store Returns
PO Box 2399
Mansfield
Qld 4122

We will email you once the goods have been received so make sure we have your correct contact details.

7 If I've bought stuff from the City Beach online store can I get a refund for them in the City Beach retail store?

No, you can't get a refund for online purchases in our retail stores. To return things you bought from our online store you have to 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 printout of the Shipping Confirmation email we sent you as well as the printed, fully filled out Return Request Form (download the form here). Post the parcel to our E-store Returns Department, the address is:

City Beach E-store Returns
PO Box 2399
Mansfield
Qld 4122

We will email you once the goods have been received so make sure we have your correct contact details.

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

No, the stuff you bought in our retail stores have to be returned to a retail store.

9 How will I be refunded for my online purchase?

We will refund the card holder who made the original purchase by making a payment on the card they paid for the order with or the PayPal account.

10 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.

11 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 crew can help you.

12 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 crew can help you.

Store Information
1 How do I find my nearest retail store?

Go to our site and in the footer click on the 'Store Locator' link. Enter the address, city or postcode of the area of the store you're looking for and click 'Submit'.

2 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. Click on the 'Store Locator' link in the footer, then type in your suburb, town or postcode to see stores in your area. Opening hours for each store are listed in the results.

3 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 crew are available on 1800 640 811 Monday - Friday 9am - 5pm.

4 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 what's in the retail store.

5 How do I get a job in the retail store?

Click on the 'Jobs' link in the footer of our website or head in-store.

6 How do I give you my feedback?

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

  • Fill in the form on our Contact Us page (click on Contact Us link in the footer)
  • Call us on 1800 640 811 Monday - Friday AEST 9am - 5pm
  • Email us at customerservice@citybeach.com.au
General Information
1 How do I get a job with City Beach?

Click on 'jobs' in the footer of our website and apply online.

2 How do I find my nearest store?

Click on 'store locator' at the top of our website. Enter the address, city or postcode of the area you wish to find a store for and click 'Submit'.

3 Do you have a Facebook page?

Yes! www.facebook.com/citybeach

4 Do you have a Instagram account?

Yes! www.instagram.com/citybeachaustralia

5 What is your Shipping Policy?

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

6 What is your Returns Policy?

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

7 What is your Exchange Policy?

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

8 What is your Privacy Policy?

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

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

There are a few was you can report an error:

10 How do I give you my feedback?

We're always happy to receive feedback whether good or bad. There are a few was you can give feedback:

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

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

12 Contact City Beach

Online Store

PO Box 2399
Mansfield QLD 4122
PH: 1800 640 811

customerservice@citybeach.com.au


Head Office

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

reception@citybeach.com.au