FAQs

GENERAL

Where is Saltwater Wine Based?

Our Saltwater Wine stores are based across the Mid-North Coast in New South Wales, Australia. See our locations below or search via our online store locator here: saltwaterwine.com/pages/store-locator

Saltwater Wine Port Macquarie

107 Horton Street, Port Macquarie NSW 2444

Saltwater Wine Forster

21-23 Wharf Street, Forster NSW 2428

Saltwater Wine Taree

Shops 3 & 4, 67-73 Manning Street, Taree NSW 2430

How do I get in contact with one of the stores?

If you need to contact one of our stores, it is best to get in contact via phone. You can find the numbers below:

Saltwater Wine Port Macquarie

PH – 02 6584 0084

Saltwater Wine Forster

PH 02 6554 7979

Saltwater Wine Taree

PH 02 6552 3778

ONLINE SHOPPING ON BOARDCOLLECTIVE.COM.AU

How can I shop online?

When you visit our Saltwater Wine website, you can find ‘Shop At BoardCollective’ in the top left hand corner no matter which page you are on. Simply click on this and you will be taken to BoardCollective to shop all of our brands as well as brands stocked across Red Herring Surf and Stormriders.

How do I make purchases?

You can only make a purchase on our BoardCollective site. While you can visit our other sites; saltwaterwine.com.au, stormriders.com.au or redherringsurf.com.au, these sites will only link you back to BoardCollective to make your purchases.

Once you're done shopping on BoardCollective, you can view the items you have added to your cart by clicking the Shopping Cart icon on the menu bar at the top left of any page. Once you are ready to checkout with the items in your shopping cart, click on the "Secure Checkout" button in your shopping cart. At this point if you have not registered with us before, you will be prompted to click on "Register" to sign-up for a new account. If you have already registered with us, sign-in using your email address and the password.

You will then be instructed through the steps of adding shipping details, billing information and choosing a payment method. Once the order is reviewed and completed, an order number will be issued on the screen. An order confirmation email will also be sent to your email address straight after the order is finalised.

Can I purchase a gift voucher online?

Unfortunately gift vouchers are temporarily unavailable to be purchased online until further notice. We will have this rectified soon. You can still purchase a gift voucher instore.

Do you have sizing information?

We have added a size chart link to each product page that gives the relevant sizing for the particular brand the product belongs to. Sizing by brand can also be viewed here: boardcollective.com.au/pages/size-guides

Do you have care information for the products?

Whilst there are some items like wetsuits that will display care information on the product page, most items do not. If the item does not display this information, make sure you read the item's label when you receive it and follow the care instructions.

How do I find a particular item?

Know what you are after? Find our search bar in the top left corner of our site and enter the product name and hit search.

If you have any issues finding what you are after, feel free to reach out to our team via the chat box or email customercare@boardcollective.com.au.

How can I find items by a particular brand?

To see a complete list of the brands we currently have on the site, simply click on the "Brands" link in the header or follow this link: boardcollective.com.au/pages/brands, then click on the brand you are looking for to be taken to a page exclusively for their products.

How do I create an account?

To create a Mates of BoardCollective account, follow these steps:

Simply find the person icon in the top left hand corner of the website’s navigation bar (in between the cart and search icons).
Under the prompt to log in, you’ll see a ‘Don’t have an account? Create one’, click on ‘Create one’
Enter your first and last name, email address and create a password

What is Mates of BoardCollective?

Mates of BoardCollective is the BoardCollective Loyalty Program that is run across all of our brands; Saltwater Wine, Stormriders, Red Herring Surf and BoardCollective.

Every customer who shops online or provides their details in store is able to become a Mate!

Our members receive points for every product purchased! The number of points received is dependant on items purchased*. As a member, your accumulated points will generate vouchers and members will also receive special offers on occasion.

*Points Allocation

$1 = 1 point (excluding sale product & hardware)

$1 = 0.5 points (sale product & hardware)

How do I change my account information?

To change you account information, follow these steps:

Log in to your account by clicking on the person icon in the top left hand corner of the website’s navigation bar (in between the cart and search icons).
Enter your email address and password
Click on the "Login" button
Click on the "Manage" button located next to section you wish to edit
Update your new information
Click on the "Save" button

What if I forget my password?

If you forget your password, follow these steps:

Click on your account by clicking on the person icon in the top left hand corner of the website’s navigation bar (in between the cart and search icons).
Directly under the password field is a link that says "I forgot my password". You will be taken to the password screen, where you will be prompted to enter in your email address
Type your email address and click "Reset Password". We will send an email with a password reset link.
Click the link inside the email.
Enter a new password and click "Reset Password"

What hours is your customer service available?

The BoardCollective customer service department is available 8:30am-5pm AEST Monday – Friday. Email us at customercare@boardcollective.com.au

ONLINE SHOPPING

How do I make purchases?

What forms of payment do you accept?

BoardCollective accepts Visa, MasterCard, ZipPay, AfterPay, GooglePay and PayPal.

How can I track the status of my order?

When your order ships from our stores, you will receive an email confirmation with your shipment tracking number and a link to track the order. If you have any issues with this, please contact customercare@boardcollective.com.au and we will assist you.

When will I receive my confirmation email?

You should receive a confirmation email within a few minutes of placing your order. If you do not, then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam.

If you do not receive the confirmation, please contact us via customercare@boardcollective.com.au with your full name and order number and we will confirm your order.

How do I cancel my order?

You may cancel your order up until your order has begun being processed. Please contact our Customer Service Department via customercare@boardcollective.com.au as soon as possible. We will send an email confirming the order cancellation.

What happens if something I order is out of stock?

Our website contains a feature that removes out-of-stock items from the online store, but occasionally an item sells out within the minute of your order. If an item on your order is sold out, we will let you know via email notification and refund you for that item immediately. We will still ship the available merchandise. Our staff will do everything they can to accommodate your needs, but popular items are commonly known to sell out quickly. Unfortunately, we are unable to accept back orders.

What if there is an error at checkout?

If you have any technical issues whilst using the site, please contact our Customer Service Department via customercare@boardcollective.com.au and we will assist you immediately.

What happens if I receive a damaged parcel/box from the courier?

If the delivery requires a signature, we recommend that you reject the delivery stating it is clearly damaged and the carrier should take it back to the depot.

Due to COVID, we are seeing carriers across the board revert to ‘Authority to Leave’ (ATL) to be in line with government safe-COVID guidelines. In this instance, the carrier should be getting a Proof of Delivery such as a photo. We would still recommend that if the parcel is damaged, to take a photo of it and email it to our customer service department via customercare@boardcollective.com.au so that we can investigate the issue with our third-party shipping company.

What happens if an item is missed from my order?

Sometimes, orders can be sent in multiple satchels/boxes if they do not fit in a single box or are fulfilled from multiple locations. Please contact our Customer Service Department via customercare@boardcollective.com.au to check if this is the case. If in the rare chance we have missed an item off your order we will arrange to have a replacement sent straight away.

What happens if I receive an incorrect item?

If you receive an incorrect item on your order, please contact our Customer Service Department via customercare@boardcollective.com.au straight away and we will arrange for the correct item to be sent to you. You will also not be charged for the return postage of the incorrect item.

Do you deliver to PO Boxes?

No. We can’t deliver to PO Boxes. Please state your home or business address at checkout for deliveries.

Can you deliver to my work address?

Yes. We can. If you are shipping to a business please include the business name and full address at checkout.

Can I pick up my order from a store?

We are currently operating on 100% store-based fulfillment from our Saltwater Wine, Stormriders and Red Herring Surf stores across New South Wales and Tasmania. This means your item(s) may come from any one of our 15 stores across these two states and if you have ordered multiple items, they may come from different stores.

If the product(s) are available at a selected store within close distance to where you live, you will be notified at checkout if ‘Click and Collect’ is a delivery option. If so, you can check out as normal and you will be given an email notification once your order is ready to be collected. Make sure to bring your order confirmation to the store you are collecting from.

RETURNS

What is your returns policy?

If you receive an item* that you are unhappy with for any reason, simply return it to us within 14 days, in the condition that you received it and we will happily refund you the cost of the items(s). Please see our Returns information page for full details. View it here: boardcollective.com.au/pages/returns

How do I return an item?

Returns to the Online Warehouse:

If you are not satisfied with your online purchase you may return items within 15 days of the shipping date. Please follow the simple steps below:

Visit our Returns Portal.
Follow the prompts to fill in your full name, email address and your order confirmation number, then click ‘submit’
When prompted to, select why you are returning the item
Print off your returns slip, secure to the outside of your parcel and take to any Australian Post location or red Street Posting Box

Can I return a purchase made online to a store?

We accept online returns and exchanges in any of our Saltwater Wine, Stormriders or Red Herring Surf stores across New South Wales and Tasmania. The item must be in a saleable condition, unworn with swing tags attached in its original packaging and returned within 21 days from the purchase date.

Online returns and exchanges will only be accepted in-store upon presentation of your tax invoice (this is attached to your dispatch or collection notice). All refunds will be issued to the exact payment method in which you purchased online. We are unable to refund to a different payment method. Visit our store locator to find the closest store near you.

What happens to my return once the BoardCollective Returns Department receives it?

Once we have received your return, you will be notified by email that the item(s) has been received and is to be assessed and processed.

Within the 2-5 business days you will receive a second email once your refund has been processed.

Do I pay for my return shipping?

If the returned item was damaged, defective or if we shipped you the incorrect item we will gladly pay for the return shipping cost upon assessment, as well as the shipping for the new item.

In the case of reimbursement of shipping, a receipt is required to be sent with the return.

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 a $10 postage and handling fee will be deducted from the total value being returned to you.

Please see our Returns Terms and Conditions page here for more details.

How do I return a damaged or faulty item?

If any of the items in your order were faulty, damaged or incorrect, please get in touch with us via email within 2 days of receiving your order via customercare@boardcollective.com.au for a resolution. It’s fastest for our team if you’re able to email through your proof of purchase/tax invoice and photos of the fault with a good description of the issue.