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General Interest
Frequently Asked Questions
 Q: How do I know when my order is shipped?
  A: eBay will send you a shipping confirmation to let you know your goods are on the way!
 Q: Are you open to the public and do you offer local pickup?
  A: We are an online only store with a warehouse based in Burleigh, QLD. We do not offer public access or store pickup for any orders placed.
 Q: What if I am ordering a heavy item?
  A: Australia Post eParcel and Direct Freight Express will ship your heavy order. Shipping for heavy items varies depending on weight, most heavy items are $9.99 per item. Some large orders may be charged at a higher shipping rate.
 Q: How will my order be shipped?
  A: Orders are sent by Australian Post Express.Please note this is an Authority To Leave (no signature required) service. The courier will generally leave your order at the front door or letterbox. Please ensure you choose an address where someone will be present to receive the delivery, such as a work address.
 Q: What happens if my items get lost in the mail?
  A: You are able to track your order using the tracking number given when your order ships. When you double-click on the tracking number your tracking information will be displayed.If you have any issues you can give Australia Post a call on 13 11 18 and quote your tracking number beginning with NLP to obtain further details regarding the delivery.
 Q: What happens if I receive an incorrect item?
  A: If you receive an incorrect item on your order, please contact our Customer Service Team at ebaycustomerservice@mohobu.com and we will get back to you as soon as possible to assist.
 Q: Do you deliver to a PO Box Address?
  A: Orders shipped to PO Box addresses will be shipped with an eParcel Australia Post service via regular mail. Please note this is an Authority To Leave (no signature) service.
 Q: Can you deliver to my work address?
  A: Yes, we can deliver to your place of work. Please ensure to include the Business Name in the shipping of your order so the delivery driver can find you easily
 Q: How do I combine my purchases if I want to purchase multiple items?
  A: The eBay store offers orders for single items only. Unfortunately we do not offer combined postage for multiple orders placed on our eBay store. We are unable to consolidate postage or orders if you place more than one order on our eBay store. You may like to head to our sister website SurfStitch.com to place one order for multiple items.
 Q: How can I pay for my order?
  A: Payment is via Paypal only. This is the quickest and easiest way to pay. However, you do not need a Paypal account as Paypal also process credit and debit cards. We are unable to accept cheques or bank transfers. You can head to our sister website SurfStitch.com to place an order if you wish to pay via bank deposit or credit / debit card.
 Q: What currency are mohobu prices displayed in?
  A: All prices are shown in Australian Dollars.
 Q: How should I care for my products?
  A: To fully enjoy your new products, make sure you read the item's label and follow the care instructions.
 Q: What is your Returns Policy?
  A: Exchanges-due to the narrow sale window stock will most likely not be available and therefore in general exchanges cannot be made, only refunds. Refunds - 14 days from date of receipt to arrival at warehouse Feel confident, mohobu takes the risk out of ordering! In all cases, the returned items must be in their original condition.
 Q: What if my purchase is faulty?
  A: If you have a faulty item that you would like refunded, repaired or replaced, please contact our customer service team at ebaycustomerservice@mohobu.com before sending the item back. If emailing regarding a fault, please attach pictures of the fault so the item can be assessed before a return is approved. We will then get back to you ASAP.
 Q: How do I return my item?
  A: 1. Complete your invoice and enclose with your item. 2. Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused. 3 Attend your local Post Office, and return the order!
 Q: Where do I ship my return?
  A: A return address label should be enclosed with your order. Once you have completed your return form please send your item to: mohobu returns Locked Bag 7 Gold Coast MC QLD 9726
 Q: What happens to my return when it reaches mohobu?
  A: Once received in our warehouse, we will inspect and process the goods within 24 hours to ensure you receive your refund as quickly as possible. So you are kept informed, PayPal will send you an email confirming your refund into your PayPal account.
 Q: Do you pay for my return shipping?
  A: If the returned item was what you ordered but turned out to be not exactly what you were hoping for (i.e. you weren't happy with your choice of size, colour, style) then we ask that you pay for the cost of returning that item to us. We think that's only fair.
 Q: What happens if something I order is out of stock?
  A: Our store contains a feature that removes out-of-stock items, but occasionally an item sells out within the minute you may order. If this occurs, we will email you to explain and cancel and refund your order.
 Q: When is a size/product coming back into stock?
  A: We understand that you can find an item you love only to find your size is no longer in stock. In order to keep our styles fresh, we generally don’t reorder sold out sizes or restock styles that have sold out, but as we get new stock in every day there is usually something similar arriving soon.
 Q: I’ve sent some items back from my order. Have you received them?
  A: If you return your items Express Post they will normally arrive the next day and be processed that day for a refund. You will receive an email from PayPal to notify you the return has been processed. Please check your inbox to see if you have received this email PayPal. Returns sent via regular post can take 1-14 days in some cases.
 Q: How long will my order take to arrive?
  A: Orders placed before 2pm AEST are normally delivered in 1-3 business days with our Australian Post Express delivery service.In some rural areas, parcels will be on forwarded for delivery with Australia Post. This can add 1-3 days to the delivery time.
 Q: Do you ship internationally?
  A: Unfortunately we do not ship mohobu orders internationally at this stage.
 Q: Where are your store locations?
  A: We only have one store and you are in it! mohobu is an online sale site offering your favourite surf and lifestyle brands at daily discounts up to 80% off recommended retail. Launched by the founders of SurfStitch (Australia’s #1 Online Surf and Fashion Retailer), mohobu has arrived so you can start making some killer savings!
 Q: Why does my Bank Statement say 'SurfStitch'?
  A: Please note Mohobu transactions on your bank account statement will appear under our sister website’s name “SurfStitch".
 Q: What are your Customer Service Hours?
  A: Our Customer Service Team are available 9am - 5pm Monday to Friday! Please email ebaycustomerservice@mohobu.com and we will respond to your enquiry ASAP :) Please note we will be closed on Dec 24th, Dec 26th, and the 1st of Jan 2014, and are only open 9am-3pm on Dec 24th and Dec 31st.
 Q: Is your footwear listed in Australian sizes?
  A: As a general rule, our sizes are in US sizes (this is the same as AUS sizes).
 Q: How much will shipping cost?
  A: We offer Free Express Shipping for items over $30 within Australia. Free Standard International Delivery for items over $75 to New Zealand. If you are ordering a heavy or bulky item a flat rate of $9.99 is charged per item unless otherwise stated in the postage and payments tab.